Journal of the International Ombuds Association (JIOA)

Communication Theory in the Ombuds Context: A Resource for Practitioners

JOSHUA CANZONA

May 2025

Abstract:

This paper contributes to the organizational ombuds toolkit for reflection and practice by canvasing and assessing the usefulness of several theories within the discipline of communication studies. The theories are organized using a tripartite framework based on significant themes in ombuds practice: (1) Organizations and Organizing (2) Uncertainty and (3) Power Relationships. Emerging from daily practice, these themes represent the experience of office visitors who find themselves approaching the ombuds because they are navigating uncertainty across the landscape of an organization shaped by a variety of power structures. After the introduction of each theme, included theories will be described individually prior to suggestions for application in the ombuds context using brief case studies. The goal is to help ombuds practitioners think of themselves as both conflict management specialists and communication specialists as well.

From Conflict to Connection: Continuing to Explore the What, Why, and How of Positive Psychology for Ombuds

JULIE A. MUROFF

April 2025

Abstract:

Following The What, Why, And How Of Positive Psychology (Muroff, 2024), this paper discusses another application of positive psychology to the work of organizational ombuds. Consistent with the prior paper, the purpose is to acknowledge and facilitate the work of ombuds beyond the exclusive focus on conflict resolution, to advance the wellbeing of ombuds and our visitors, organizations, and field. Specifically, this paper proposes a novel framework for ombuds casework based on self determination theory. By using the framework, ombuds can help visitors satisfy their core needs of autonomy, competence, and relatedness by strengthening connections to themselves, their organizations, and their colleagues. The framework is named SeE
Others, as a mnemonic for those connections to self, environment, and others. The framework matches each of the three self determination needs with two options for positive psychology interventions.

Book Review: Millenials and Conflict in the Workplace: Understand the Unique Traits of the Now Generation by Cynthia Pearce LeMay

POLLY D. FRAGA

April 2025

Abstract:

Cynthia Pearce LeMay in Millennials and Conflict in the Workplace shows how Millennials differ from preceding generations in their values and approach to conflict resolution, providing useful information for the practicing Ombuds when working with this generation. LeMay uses both qualitative measures (interviews and focus groups with approximately 50 people, Millennials and NonMillennials) and quantitative measures (using data from 11,000 test-takers of the ThomasKilman Conflict Mode Instrument (TKI) over a 13-year span), attempting to answer 3 questions:
• How do Millennials manage conflict in the workplace?
• What are the dominant conflict styles of Millennials, Generation Xers (Gen Xers) and Baby Boomers?
• How do conflict styles of Millennials compare with Gen Xers of the same age?

A review of Neurodiversity in the Workplace: Interests, Issues, and Opportunities

MATTHEW L.P. RICKE

March 2025

Abstract:

How can organizational ombuds support inclusion and equity for neurodivergent constituents in our organizations? Are there ways in which our practices could be modified to increase access for individuals across the spectrum of neurodiversity? While not specifically written for an ombuds audience, Neurodiversity in the Workplace: Interests, Issues and Opportunities (Bruyère & Colella, 2022) provides a valuable collection of essays on the topic of neurodiversity from an industrial-organizational psychology perspective, including strategies for furthering organizational equity, inclusion, and access. This article summarizes the key contributions of the text, including key terms and definitions, organizational climate considerations, disability rights and accommodation principles, and challenges within interpersonal and supervisory relationships. The author contextualizes the book within a case study, guiding ombuds to connect the core concepts of the book to organizational ombuds practice.