You might know an ombuds only as an official appointed to investigate and resolve complaints in public institutions. Not so.
Crises have a way of testing us in challenging ways that stretch our comfort zone and expertise. Leaders find themselves under a harsh microscope as everyone looks to them for assurance, calm, care, support, clear perspective and «all» the answers.
Navigating difficult times can be daunting (and lonely) for leaders. Organizational ombuds («ombudsman,» «ombudsperson») can be a game-changing resource for leadership during crisis or change, where every decision and action carries enormous weight and higher-than-normal risk for the company and its people.
You might know an ombuds only as an official appointed to investigate and resolve complaints in public institutions. Not so! As defined by the International Ombudsman Association (Disclosure: I am an active member of the International Ombudsman Association), today’s organizational ombuds acts as a trusted advisor for leaders seeking objective guidance, information and insight in areas such as proactive decision-making, risk assessment, systemic change efforts, workplace engagement and productivity, as well as conflict resolution.
The ombuds is a representative right within your organization who has an ear to the ground on organizational trends, is specifically trained in problem-solving and mediation, and who serves with the guiding principles of confidentiality, neutrality and independence.
The ombuds handles sticky situations that management cannot.
By nature of the ombuds’s role as an impartial and confidential outsider, they are often privy to issues that management is not. As they say, the boss is often the last to know. The ombuds has a unique multi-level view of the organization and can be a sounding board for the leader to test ideas and assess the soundness of their decisions.
On the workplace frontlines, the ombuds’ support is important, if not crucial, to leadership in these ways:
1. Reports Under-The-Radar Trends In Real Time
What appears to be a one-time complaint or interpersonal rift can grow to become company-wide, especially when stress and uncertainty are high.
