International Ombudsman Association Training in New Orleans, Louisiana July 21-25, 2014 http://www.ombudsassociation.org/neworleans2014 Ombudsman Practice Our most popular 3-day course! The Next Step for New or Growing Programs Exciting 1-day course! Four Half-Day Specialized Courses! Practical Negotiation Principles for Ombuds Professionals Suicide Awareness and Crisis Response: Potential Roles for Ombuds Workshop for Supervisors: Dealing with Conflict Among or Between Supervisees Promoting a Respectful Workplace All courses will be held at the DoubleTree by Hilton Hotel New Orleans Group Room Rate: $120 USD per night single/double plus tax, reserve by June 29. Reservations: +1-504-581-1300, reference International Ombudsman Association Training or reserve online. Ph: +1-847-509-7991 Fax: +1-847-480-9282 info@ombudsassociation.org
Ombudsman Practice (3-day course) This course covers the fundamentals of the organizational Ombudsman role. It provides basic information and training for the organizational Ombudsman by emphasizing the principles of confidentiality, neutrality, independence, and informality. The 3-day course focuses on how the Ombudsman works with the visitor to the office as well as how they act as a change agent within their organization. The course will allow you to practice key Ombudsman skills of listening, asking questions, clarifying, generating options, and moving to actions throughout the Ombudsman Process. In addition, an experienced and highly committed faculty of Ombudsmen will share best practices around setting up an office and evaluating and communicating the effectiveness of the office. Monday - Wednesday: July 21-23, 2014 8:30 a.m. - 5:30 p.m. on Monday, July 21 8:30 a.m. - 5:30 p.m. on Tuesday, July 22 8:30 a.m. - 5:30 p.m. on Wednesday, July 23 Hours: 24 Course Limit: 50 participants Prerequisites: None WHO SHOULD ATTEND The course will benefit the recently-appointed Ombudsman, individuals interested in becoming Ombudsmen, or anyone desiring to establish an Ombudsman function in industry, government, higher education, and public or private social services agencies. AS A RESULT OF THIS PROGRAM YOU WILL LEARN: How the role, scope, and duties of today s Ombudsman began and evolved The three basic principles of the organizational Ombudsman role: neutrality, independence and confidentiality Why confidentiality is essential to the practice, how to maintain confidentiality How to listen as a neutral, including effective techniques for interviewing and inquiring, reflective listening, reframing, identifying issues and providing options How to manage and work with conflict by employing a battery of skills including listening, coaching and negotiation techniques How to decide which intervention would be most effective and how to provide upward feedback to management How to set up and operate an Ombudsman office, including the fundamentals of how to log concerns, report to management and design reports to track issues How to align the Ombudsman function with the mission, values and culture of the organization How to promote the Ombudsman role and function, including ways to gain and keep management support * All courses presented in English. Translation services are not being provided. ** This course applies to Ombudsman programs in organizational settings. It does not deal with some unique features of classical or legislative Ombudsman programs. 1
The Next Step for New or Growing Programs (1-day course) 8:30 a.m. - 5:30 p.m. Wendy E. Friede, CO-OP, Consulting Ombuds, Friede Consulting Services Hours: 8 Course Limit: 50 participants This course will follow and compliment the Foundations of Organizational Ombudsman Practice course. This course will concentrate on how to communicate the value and benefits of an Ombudsman function internally to management who are considering starting an Ombudsman Office, and from the outside if you are an entrepreneur. WHO SHOULD ATTEND Managers, executives, organization thought leaders who are thinking about creating the Ombudsman function Independent Ombudsman who want to establish Ombudsman contract services Aspiring Ombudsmen AS A RESULT OF THIS PROGRAM YOU WILL LEARN: How to identify the benefits and value of an Ombudsman function How to present the benefits and value of an Ombudsman function to an organization How to design the Ombudsman function to fit your organization How to market the internal independent Ombudsman How to identify a good Ombudsman How to identify an organization ripe for the creation of the Ombudsman function 2
Half-Day Specialized Courses 8:30 a.m. 12:30 p.m. (morning session) Mary Beth Stevens, Laboratory Ombudsman, Los Alamos National Laboratory, New Mexico SC1: Practical Negotiation Principles for Ombuds Professionals Learn why opportunities to negotiate are often received with panic (hint: fight-or-flight response), and ways to quickly re-engage optimal cognitive capability. Focus on the good communication skills that underlie skillful negotiation, including the ability to say No in a gracious, relationship-preserving manner. Apply Fisher & Ury s principled negotiation fundamentals to negotiation scenarios common to all Ombuds programs, and understand the elements of a satisfactory negotiated agreement. Leave with a set of practical, immediately useful approaches to life s negotiation challenges both those we help our visitors respond to and those we encounter ourselves. Hours: 4 Course Limit: 30 participants 3
Half-Day Specialized Courses 1:30 p.m. 5:30 p.m. (afternoon session) Mary Beth Stevens, Laboratory Ombudsman Los Alamos National Laboratory, New Mexico SC2: Suicide Awareness and Crisis Response: Potential Roles for Ombuds A presentation to educate Ombuds about suicide and how to encourage help-seeking behaviors in the workplace, this workshop includes content from Working Minds: Suicide Prevention in the Workplace (featuring IOA 2014 conference keynote speaker John Nicoletti). Suicide statistics, myths, risk factors, and how to aid and encourage visitors to seek help will be discussed in this informational and interactive presentation. Ombuds possible roles in other types of crisis, postvention and workplace recovery will also be explored. Hours: 4 Course Limit: 30 participants 4
Half-Day Specialized Courses Friday, July 25, 2014 Friday, July 25, 2014 8:30 a.m. 12:30 p.m. (morning session) Tom Sebok, CO-OP, Director, Ombuds Office, University of Colorado at Boulder Hours: 4 Course Limit: 30 participants SC3: Workshop for Supervisors: Dealing with Conflict Among or Between Supervisees Five years ago an online survey was offered to supervisors asking which aspects of managing conflict they found the most challenging. Dealing with conflict among or between my direct reports was identified as the most difficult conflict challenge supervisors experienced. In an effort to help supervisors better understand and manage employee conflicts, a three-hour workshop called Dealing with Conflict Among or Between Your Direct Reports was developed. This highly rated workshop helps supervisors recognize and evaluate their options when facing this challenge. Participants in this conference session will learn the tools and receive all the materials they need to offer a similar workshop for supervisors in their own organizations. 5
Half-Day Specialized Courses Friday, July 25, 2014 Friday, July 25, 2014 1:30 p.m. 5:30 p.m. (afternoon session) SC4: Promoting a Respectful Workplace Conflict among members of teams or work units is inevitable. But dysfunctional conflict behaviors (e.g., triangulation, hyperaggressiveness, avoidance, etc.) are not inevitable. Participants in this session will experience and observe workshop and group facilitation strategies for proactively assisting groups in promoting a respectful working environment. Tom Sebok, CO-OP, Director, Ombuds Office, University of Colorado at Boulder Hours: 4 Course Limit: 30 participants 6
2014 Professional Development Opportunities Basic Information on Courses and Registration PREREQUISITES: Each course will list the prerequisites for that course. The prerequisites have been determined by the instructors so that the majority of course attendees have the same level of understanding and knowledge. MAXIMUM ATTENDANCE: Each IOA courses lists the maximum number of attendees per course and will be adhered to. On-site registration is discouraged and on-site registrants may not be able to attend if the course has already reached maximum enrollment. IOA will maintain a Wait List if a course reaches the maximum enrollment. CANCELLATION POLICY/REFUNDS: Notice of cancellation must be in writing via facsimile or email. Cancellation by telephone is not allowed. To cancel via email, send the cancellation notice to: info@ombudsassociation.org. To cancel by fax send to +1-847-480-9282. If you must cancel your registration, you are encouraged to send a substitute to take your place. Please contact the office and notify us of the change so we can arrange for a name badge and certificate. If you cannot find a substitute to take your place, please refer to the cancellation policy shown below. 10 business days prior to the course = 100% refund 5-9 business days prior to the course = 50% refund 0-4 business days prior to the course = No refund METHOD OF PAYMENT: Checks or money orders should be in United States funds, payable to the International Ombudsman Association. Credit cards are accepted. No electronic funds transfers (EFTs) are permitted. Note: Your registration isn t confirmed until payment is received. SUBJECT TO CHANGE OR CANCELLATION: All IOA Courses are subject to change and/or cancellation. All registrants will be sent an email notification regarding cancellation or confirmation of the course for which they have registered. Notices will be sent approximately six weeks before the beginning date of the scheduled training courses, and we ask that you do not make your hotel reservations or travel plans until you have received this notice. Any questions may be directed to the IOA. Cancellation of hotel reservations must be made with the hotel directly. IOA will not make or cancel reservations for an attendee. REGISTRATION FORM Register Online! 2014 Ombudsman July Training DoubleTree by Hilton Hotel New Orleans 2014 Opportunities Please complete the registration form and fax with credit card payment to +1-847-480-9282. One registrant per form. Name Title Address Organization City State/Province Zip/Postal Code Country Phone Fax Emergency Contact Name Email Emergency Contact Phone Check here if you will need special accommodations to participate in this training course I have food allergies. Specify: COURSE FEES Ombudsman Practice Register by: Early bird Before 6/23/14 After 6/23/14 IOA Members $1,695 $1,795 $ Nonmembers $1,695 $1,795 $ The Next Step Register by: Early bird Before 6/23/14 After 6/23/14 IOA Members $550 $600 $ Nonmembers $650 $700 $ Half-Day Specialized Courses (fees are per half-day course): SC1: Negotiation SC2: Suicide SC3: Supervisors SC4: Workplace Respect (Select) Register by: Early bird Before 6/23/14 After 6/23/14 IOA Members $275 $300 x $ Nonmembers $325 $350 x $ Course registration will not be confirmed until course is paid in full. Method of Payment Checks or money orders should be in United States funds, payable to the International Ombudsman Association. Online registration with credit card is encouraged. Electronic funds transfers (EFTs) are not permitted. IOA Federal ID # 541785444 Check enclosed (mailed registrations only) Credit card American Express VISA MasterCard Discover Credit card # Exp Date Cardholder s name: To Reserve Your Seat Register online: www.ombudsassociation.org/neworleans2014 Fax to: +1-847-480-9282 Mail to: International Ombudsman Association, 111 Deer Lake Road, Suite 100, Deerfield, IL 60015,