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Organizational ombudsman programs are increasingly recognized as a hallmark and best practice of highly effective organizations. This article expands on a 2002 white paper that has been used as a guiding and benchmarking document for ombudsmen and the study of integrated dispute resolution systems. It outlines basic features of the organizational ombudsman role, including its key standards of impartiality, confidentiality, independence, and informality, as well as the three main functions of problem identification and assistance, organizational critical self-analysis, and promotion of conflict competence. The article further elaborates on the hallmarks and practices contributing to the effectiveness of ombudsman programs that not only identify systemic issues and root causes of problems, but also act as catalysts for change to improve the workplace through use of "smart power" and proactive engagement. Integration of these elements into ombudsman programs facilitates a proactive and engaged model of practice that can contribute to more efficient, productive, and collaborative organizations. [ABSTRACT FROM AUTHOR]

Developing a model to address destructive behaviors such as bullying or incivility within organizations can be accomplished by ombudsmen looking to go beyond individual cases to address this vexing problem at a systems level. This paper describes the process whereby the ombudsman at the University of Minnesota was able to use a systems approach and data collected in a survey of more than 10,000 graduate students to help launch an organization-wide cultural change effort focused on establishing a shared vision for a positive academic and work environment free from offensive, hostile, and intimidating behavior. [ABSTRACT FROM AUTHOR]

This short paper raises questions surrounding the organizational ombudsman's role in cultural change. It asks under what conditions an ombuds might be concerned with culture and how he or she would deal with such concern. It also provides a preliminary list of principles an ombuds might consider when contemplating cultural change. Rather than offering many answers, the paper introduces the subject with the hope of stimulating discussion, leading to future articles in this Journal that explore this important topic in detail. [ABSTRACT FROM AUTHOR]