TAP Programme
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Schedule Activity Description
June
12th
Introductory Work
9am Welcoming and Registration - Green
auditorium, room n? 141
9:30am Opening Remarks Jorge, Josef and Jean
9:50am Exploring the landscape In this session we will explore the work done by
participants, the challenges and opportunities pr
which each of us works, and the skills (and knowl
deploying at present.
11am Coffee Break
11:20am Policies and structures – desIn the first part of this session, we discuss the
‘the perfect ombudsperson offwe are working. Are there any ‘must have’ policie
12:30pm Unpacking the toolbox A short wrap-up session looking ahead to the thre
sharpening this afternoon and tomorrow – mediatio
and conflict resolution.
12:45pm Lunch
Mediation
1:45pm Mediation skills and the ombuMediation truths and myths - what is mediation, a
In this introduction to mediation, we look at the
mediator in certain situations, and consider whet
a formal ‘mediation service’ for students and/or
2:45pm Mediation in action Becoming a mediator requires many hours of traini
‘mediation-type’ skills we can all learn. We will
to explore these through some ‘typical’ higher ed
3:30pm Coffee Break
3:45pm Mediation in action (Continuation)
5:15pm Wrap-up and Closing Remarks fSpace and time for questions/comments
1st Day
5:30pm Finger food and wine gathering
June
13th
Complaint
Handling
9:30am Introductory remarks Gizem and Michaela
9:40am Defining ‘complaints’ and ideWhat is a complaint, and why do complaints matter
principles complaint handling?
10:30am Handling complaints – early rSorting out the ‘small problem’ before it becomes
good idea.
11am Coffee Break
11:20am Investigating complex complaiSome complaints are too complex for ‘early resolu
resolving complex complaints?
12:30pm Lunch
Conflict
Resolution
1:30pm Intake and Building Rapport Getting the intake process right. Explaining your
taking. Avoiding pitfalls.
2pm Understanding conflicts and dWhat is conflict? Active Listening, non-violent c
effective dialogues. statements.
2:50pm Coffee Break
3:10pm Communicating with High-conflLincoln letters and the “BIFF” method. Conflict c
People
4pm Strategic management for OmbuUnderstanding power and influence in the organisa
networks. Mapping your organisation: making power
5:15pm Wrap-up from the 2nd Day Space and time for questions/comments
5:45pm Closing Remarks and Outlook on future Jorge, Josef and Jean
TAP
6:45pm Tour of saint Wenceslas rotunda Malostranské náměstí 25, Praha 1. Close to met
Malostranské náměstí A) or tram station Malostranské náměstí (tram
Venue: Charles University, Street Celetná 20, Prague1, Czech Republic (Green auditorium, r
Google maps [ URL "https://goo.gl/maps/VfCfy1eEMhn2bYge7"]
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* Trainers
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Brent Epperson
Dr. Brent Epperson is an Assistant Professor of Conflict Studies at Saint Paul University
Canada) and serves as Ombudsman (part-time) at the University of Luxembourg. He has practi
and is active in ombuds associations in Europe, Canada, and the United States. His researc
involve three central topics: ombudsman practice and the growth of the ombuds profession,
governance and the development of administratively fair and equitable policies and procedu
representation and (re)framing in public policy debates—in particular, debates on health c
education, and minority rights(ethnic, gender/LGBTQ+, and linguistic minorities). He is pa
the ombuds profession and the development of effective systems to mitigate conflict. He is
working on a university-funded project to advance best practices in organisational conflic
and to provide ongoing training and support for early-career ombuds and other conflict res
practitioners. Brent is a member of the European Network of Ombuds in Higher Education (EN
Association of Canadian College and University Ombuds (ACCUO), the International Ombuds As
and the California Caucus of College and University Ombuds (CCCUO).
Dana Potočková
PhDr. Dana Potockova, M.A., MDR is a mediator and a dispute resolution expert with 22 year
in mediating and facilitating employment, community and commercial cases. She has mediated
cases across four continents with a high rate of settlement. As a conflict management cons
runs strategic workshops and conflict resolution sessions around the world; from communiti
corporations and international organizations, such as Radio Free Europe, USAI, Council of
Global Navigation Satellite Systems Agency. Dana is an active educator regularly conductin
training programs and courses both domestic and international. As an adjunct professor, sh
in mediation, dispute resolutions and negotiation at Charles University, Anglo-American Un
Prague, the Baden-Wuerttemberg Cooperative State University (Ravensburg) and Benjamin N. C
of Law (NYC). Dana is a co-author of the Czech Mediation Act and the Chair of the Mediator
Committee at the Czech Ministry of Justice. She is the co-founder of the Czech Association
and the director of Conflict Management International, Ltd., one of the leading Czech orga
field of mediation.
Jean Grier
Jean Grier has worked in Higher Education in the UK for almost 40 years, spending much of
the University of Edinburgh, including 10 years as Investigations Manager and Head of Stud
Following retirement from Edinburgh in 2021, Jean continues her involvement in higher educ
assisting a number of institutions with policy development and casework handling. She also
complementary posts in the public sector. Jean has worked as a trainer for over 20 years,
across the UK and Ireland, and at conferences in Europe and the United States. Jean has be
ENOHE since 2014, hosted the ENOHE Conference in Edinburgh in 2018, and has been Vice Pres
since 2019.
Josef Leidenfrost
Dr. Josef Leidenfrost, MA (Mediation) had joined the Austrian Ministry of Higher Education
he had served as adviser to three ministers in the 1990s and early 2000s on such issues as
internationalization, higher education, national and European scholarship programs, and st
and duties. He became the Head of the Office of the Austrian Student Ombudsperson since 20
2022 he was retired. Josef had started his professional career as a television journalist
1980s, doing in-depth research on Austrian contemporary history and publications on post-w
He was awarded a doctorate by the University of Vienna in 1986. In 2012 he completed his M
Beginning in 2001 he had played a pivotal role in setting up a complaint and acceptance ma
for Austrian higher education institutions and a central agency for students’ complaints a
He is a co-founder of the European Network of Ombudsperson in Higher Education (ENOHE) and
president. He is the editor of ENOHE’s occasional papers and of the ENOHE News newsletter.
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* TAP Working Group
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Gizem Güray, ENOHE Member
Jean Grier, ENOHE Vice-President
Jorge A. Ribeiro Pereira, ENOHE Board Member (TAP Coordinator)
Josef Leidenfrost, ENOHE President
Michaela Antonín Malaníková, ENOHE Board Member
Ryan Smith, ENOHE Member
Thomas Rypka, ENOHE Member