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2019 International Association for Conflict Management Conference

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Ombudsman at Work: Coaching, Facilitating, Training; and Shaping Organizations

Researchers and experts in organizational conflict management often struggle to bridge the theory-to-practice gap. This paper provides the specific guidance and tools needed to address organizational conflict through an Ombuds office or through the transfer of coaching and related skills to on-site managers. Academics seeking to increase their consulting work can use this paper to connect the literature on organizational conflict management to the applied skills of conflict prevention and early resolution in corporate, public sector or non-profit organizations. These best practices are based on the author’s two decades of experience as both a Professor and Editor in the field of Conflict Resolution as well as dozens of consulting projects with Fortune 500 Corporations and large public agencies.

Susan Raines
Kennesaw State University
United States


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