{"id":2059,"date":"2026-10-05T22:22:56","date_gmt":"2026-10-05T22:22:56","guid":{"rendered":"https:\/\/mitmgmtfaculty.mit.edu\/mrowe\/?page_id=2059"},"modified":"2026-10-08T16:16:08","modified_gmt":"2026-10-08T16:16:08","slug":"organizational-ombuds-skills-and-strategies","status":"publish","type":"page","link":"https:\/\/mitmgmtfaculty.mit.edu\/mrowe\/organizational-ombuds-skills-and-strategies\/","title":{"rendered":"Organizational Ombuds&#8217; Skills and Strategies"},"content":{"rendered":"<p>This page contains articles, in reverse chronological order, about <em>how<\/em> organizational ombuds do their work. It includes:<\/p>\n<ul style=\"list-style-type: square\">\n<li>some tools of the ombuds profession, such as the uses of data and the utility of generic options (which deal with <em>issues<\/em> rather than with <em>individuals)<\/em>.<\/li>\n<li>some challenges encountered in ombuds work, such as dealing with the fear of violence or dealing with people who \u201cwon\u2019t let go.&#8221;<\/li>\n<li>some practical resources for ombuds, such as lists of questions to consider.<\/li>\n<\/ul>\n<hr \/>\n<li><a href=\"https:\/\/mitsloan-php.s3.amazonaws.com\/wp-faculty\/sites\/84\/2026\/08\/21164047\/Rowe-Questions-for-Ombuds-to-Consider-When-Facing-a-Difficult-and-Complex-Case-8-2026.pdf\">&#8220;Questions for Ombuds to Consider When Facing a Difficult and Complex Case.&#8221;<\/a> Rowe, Mary. One-page resource for organizational ombuds, August 2026.<\/li>\n<li><a href=\"https:\/\/mitsloan-php.s3.amazonaws.com\/wp-faculty\/sites\/84\/2026\/07\/15223305\/Rowe-Long-Listening-and-Tandem-Inquiries-7-15-2026.pdf\">&#8220;&#8216;Long Listening&#8217; and &#8216;Tandem Inquiries&#8217;: Organizational Ombuds Practices That Add Value When Giving Constituents &#8216;The Time That Is Needed.'&#8221;<\/a> Rowe, Mary. Working paper, July 2026.<\/li>\n<li><a href=\"https:\/\/mitsloan-php.s3.amazonaws.com\/wp-faculty\/sites\/84\/2025\/01\/09003129\/Rowe-JIOA-2024-Organizational-Ombuds-Sources-of-Power-and-Influence.pdf\">&#8220;Organizational Ombuds&#8217; Sources of Power and Influence.&#8221;<\/a> Rowe, Mary. <em>Journal of the International Ombuds Association <\/em>Vol. 16, No 2 (Mary Rowe special issue, 2023-2024).<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=10505\">&#8220;The Most Serious Cases Reported by Organizational Ombuds: Data From Surveys and Interviews.&#8221;<\/a> Rowe, Mary, Timothy Hedeen, Jennifer Schneider, and Hector Escalante. Working paper, December 2024.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=10506\">&#8220;Some Organizational Ombuds Achievements Reported in the 2024 IOA Survey.&#8221;<\/a> Rowe, Mary, Timothy Hedeen, Jennifer Schneider, and Hector Escalante. Working paper, December 2024.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=10544\">&#8220;The Poster War: An Ombuds Learns About Sources of Power, Helping People Help Themselves, and the Role of Affinity Groups in Bringing About Change.&#8221;<\/a> Rowe, Mary. Working paper. Cambridge, MA: October 2024.<\/li>\n<li><a href=\"https:\/\/onlinelibrary.wiley.com\/doi\/epdf\/10.1002\/crq.21384\">&#8220;Becoming an Ombuds at MIT.&#8221;<\/a> Rowe, Mary. <em>Conflict Resolution Quarterly<\/em> Vol. 40, Issue 4 (Summer 2023): 497-504.<\/li>\n<li><a href=\"https:\/\/www.ombudsassociation.org\/assets\/docs\/JIOA_Articles\/JIOA-2023-F-Special-Edition.pdf\">\u201cConsider Generic Options When Complainants and Bystanders Are Fearful.\u201d<\/a> Rowe, Mary.\u00a0<em>Journal of the International Ombuds Association <\/em>Vol. 16, No 2 (Mary Rowe special issue, 2023-2024).<\/li>\n<li><a href=\"https:\/\/ioa.memberclicks.net\/assets\/docs\/JIOA_Articles\/JIOA-2023-F%20DRAFTING_A_LETTER.pdf\">\u201c&#8217;Drafting a Letter&#8217; for People Dealing with Harassment or Bullying.&#8221;<\/a> Rowe, Mary. <em>Journal of the International Ombuds Association <\/em>Vol. 16, No 2 (Mary Rowe special issue, 2023-2024).<\/li>\n<li>&#8220;Bystanders: &#8216;See Something, Say Something&#8217; Is Not Enough.&#8221; Rowe, Mary P. <em>Alternatives to the High Cost of Litigation Vol. 39, No. 10 (November 2021): 153-165. (Note: This article is an expansion of <\/em><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=8121\"><em>&#8220;Supporting Bystanders: See Something, Say Something is Not Enough.&#8221;<\/em><\/a><em> Rowe, Mary. MIT Sloan Working Paper 5897-20. Cambridge, MA: MIT Sloan School of Management, January 2020. The article addresses the importance of having an ombuds to help vulnerable people act or come forward.)<\/em><\/li>\n<li><a href=\"https:\/\/onlinelibrary.wiley.com\/share\/UFFYT2YTGZZ9UUPSMVRG?target=10.1111\/nejo.12119\">&#8220;Negotiations Theory and Ombuds Practice.&#8221;<\/a>\u00a0Rowe, Mary. <em>Negotiation Journal<\/em> 31, No. 4 (October 2015): 419-423. <em>(Note: This article contains notes about people whose interests in negotiation are to injure the other party.)<\/em><\/li>\n<li><a href=\"https:\/\/mitsloan-php.s3.amazonaws.com\/wp-faculty\/sites\/84\/2024\/10\/14212649\/Rowe-and-Bloch-The-Solo-Organizational-Ombudsman-JIOA-2012.pdf\">&#8220;The Solo Organizational Ombudsman Practitioner&#8230; and Our Need for Colleagues&#8230;A Conversation.\u201d<\/a> (PDF) Rowe, Mary, and Brian Bloch. <em>Journal of the International Ombudsman Association<\/em>\u00a0Vol. 5, No. 2 (2012): 18-22.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=5401\">\u201cWhat Happens to Confidentiality if the Visitor Refuses to Report Unacceptable Behavior?\u201d<\/a>\u00a0(PDF) Rowe, Mary. <em>Journal of the International Ombudsman Association<\/em> Vol. 4, No. 2 (Fall 2011): 40-43.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=5398\">\u201cThe Several Purposes of the OO Crystal Ball.\u201d<\/a> (PDF). Rowe, Mary. <em>Journal of the International Ombudsman Association<\/em> Vol. 3, No. 2 (October 2010): 60-65.<em> (Note: This article shows that ombuds can help identify and assess issues new to the organization.)<\/em><\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=5397\">\u201cDealing with\u2014or Reporting\u2014\u2018Unacceptable\u2019 Behavior\u201d (PDF).<\/a>\u00a0Rowe, Mary, Linda Wilcox, and Howard Gadlin. <em>Journal of the International Ombudsman Association <\/em>Vol. 2, No. 1 (Winter 2009):52-64. (<em>Note: This article was written with input from dozens of ombuds, collected over a ten-year period.)<\/em><\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=7802\">\u201cSystems for Dealing with Conflict and Learning from Conflict\u2014Options for Complaint-Handling: An Illustrative Case.\u201d <\/a>Bloch, Brian, David Miller, and Mary Rowe.\u00a0<em>Harvard Negotiation Law Review<\/em> 14 (2009): 239-247.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=7803\">&#8220;An Organizational Ombuds Office in a System for Dealing with Conflict and Learning from Conflict, or \u2018Conflict Management System.'&#8221;<\/a>\u00a0Rowe, Mary. <em>Harvard Negotiation Law Review<\/em>\u00a0Vol. 14 (2009): 279-288.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=4018\">\u201cNotes on Complaint Handling Options for Managers\u201d (PDF)<\/a>. \u00a0Rowe, Mary.<em> (Note: This was compiled for the MIT Sloan Negotiation and Conflict Management course 15.667 in 2002.)<\/em><\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=4017\">\u201cDealing with the Fear of Violence: What an Organizational Ombudsman Might Want to Know\u201d (PDF).<\/a>\u00a0Rowe, Mary P., and Linda J. Wilcox. The Ombudsman Association, 2000.<\/li>\n<li><a href=\"https:\/\/onlinelibrary.wiley.com\/share\/5J7KFHRBUBXRK2A2I5QY?target=10.1111\/j.1571-9979.1995.tb00051.x\">\u201cOptions, Functions, and Skills: What an Organizational Ombudsperson Might Want to Know\u201d (PDF).<\/a>\u00a0Rowe, Mary P. <em>Negotiation Journal<\/em> Vol. 11, No. 2 (April 1995): 103-114. Also reprinted by The Ombudsman Association, 1995.<\/li>\n<li><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=5403\">\u201cPeople with Delusions or Quasi-Delusions Who \u2018Won&#8217;t Let Go\u2019\u201d (PDF).<\/a> Rowe, Mary. <em>Journal of the University and College Ombuds Association<\/em>, Occasional Paper, Number 1, Fall 1994.<\/li>\n<li><a href=\"https:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?PublicationDocumentID=4016\">&#8220;Comment\u201d on \u201cWhat Should I Do with My Problem Employee? A Case Study.&#8221;<\/a>\u00a0Rowe, Mary. In Stover, Catherine, ed., <em>Small Business FORUM<\/em>: <em>Journal of the Association of Small Business Development Centers<\/em> Vol. 11, No. 1 (Spring 1993): 19-22. Also reprinted in\u00a0<em>Problems and Solutions in Small Business\u00a0Management<\/em>, Stover, Catherine, ed. Upstart Publishing, 1995.<\/li>\n<li><a href=\"http:\/\/www.jstor.org\/stable\/25780535\">&#8220;Corporate Ombudsmen: Functions, Caseloads, Approaches and Outcomes.&#8221;<\/a>\u00a0 Ziegenfuss, James T., Jr., Mary Rowe, and Robert F. Munzenrider. <em>Journal of Health and Human Resources Administration<\/em>\u00a0Vol. 15, No. 3 (Winter 1993): 261-280.<em> (Note: Includes results of a 1989 survey of 55 corporate ombudsmen.)<\/em><\/li>\n<li><a href=\"https:\/\/onlinelibrary.wiley.com\/share\/P5K3CZSTKDUYADSQHWEX?target=10.1111\/j.1571-9979.1991.tb00630.x\">&#8220;The Ombudsman&#8217;s Role in a Dispute Resolution System.&#8221;<\/a> Rowe, Mary P.<em> Negotiation Journal<\/em> Vol. 7, No. 4 (October 1991): 353-361. <em>(Note: This article includes a discussion of whether \u201can ombuds has any power\u201d and early estimates about cost-effectiveness of ombuds.)<\/em><\/li>\n<li><a href=\"https:\/\/onlinelibrary.wiley.com\/share\/SSR35WFBFMV3QEDNRIBM?target=10.1111\/j.1571-9979.1990.tb00577.x\">\u201cHelping People Help Themselves: An ADR Option for Complaint Handlers.\u201d <\/a>\u00a0Rowe, Mary P. <em>Negotiation Journal<\/em> Vol. 6, No. 3 (July 1990): 239-248. <em>(Note: This article was written for complaint-handlers before current laws, but it includes a review of many points relevant for complainants who are interested in helping themselves, and for complaint-handlers who support them.)<\/em><\/li>\n<li><a href=\"https:\/\/www.jstor.org\/stable\/25780538\">&#8220;Ombudsman Dilemmas: Confidentiality, Neutrality, Testifying, Record-Keeping.&#8221;<\/a>\u00a0Rowe, Mary P., Mary G. Simon, and Ann Bensinger. Proceedings of the Annual Conference of the Society of Professionals in Dispute Resolution (SPIDR) 1989, 282-293. SPIDR, 1990. Also reprinted in <em>Journal of Health and Human Resources Administration<\/em> Vol. 15, No. 3 (Winter 1993): 329-340.<\/li>\n<li style=\"text-align: left\"><a href=\"http:\/\/mitsloan.mit.edu\/shared\/ods\/documents\/?DocumentID=3997\">\u201cShould an Ombudsman Testify?\u201d<\/a>\u00a0\u00a0Rowe, Mary. <em>BNA Alternative Dispute Resolution Report<\/em> Vol. 3 (June 1989): 222-223.<br \/>\n<hr \/>\n<p><a href=\"http:\/\/mitmgmtfaculty.mit.edu\/mrowe\/research\"><span class=\"style13\"><strong>Back to Main Research Page<\/strong><\/span><\/a><\/li>\n<\/ul>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n<p>&nbsp;<\/p>\n","protected":false},"excerpt":{"rendered":"<p>This page contains articles, in reverse chronological order, about how organizational ombuds do their work. It includes: some tools of the ombuds profession, such as the uses of data and the utility of generic options (which deal with issues rather than with individuals). some challenges encountered in ombuds work, such as dealing with the fear [&hellip;]<\/p>\n","protected":false},"author":523,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_exactmetrics_skip_tracking":false,"footnotes":""},"class_list":["post-2059","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v24.0 (Yoast SEO v28.1) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Organizational Ombuds&#039; Skills and Strategies - Mary Rowe<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mitmgmtfaculty.mit.edu\/mrowe\/organizational-ombuds-skills-and-strategies\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Organizational Ombuds&#039; Skills and Strategies\" \/>\n<meta property=\"og:description\" content=\"This page contains articles, in reverse chronological order, about how organizational ombuds do their work. 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