Handling conflict












            ******************************************************************************************

            *
            ******************************************************************************************
            19a: Difficult Conversations: A Framework to Strengthen Communication and Conflict Resolut

            Communities 
            Ryan Smith (United States of America) 


            Offering presentations to your campus community can be a great way to engage in conflict r
            proactive way, and on a broader scale. It also provides a way to promote your office and w
            presented in Difficult Conversations (Stone, Patton, and Heen 1999) presents an accessible

            with communication and conflict resolution skills. It also provides a shared language that
            campus can utilize in building conflict skills and resilience. I will share this model and

            incorporate it into workshops and presentations for students and staff. 

            Presenter(s): 

            Ryan Smith: Assistant University Ombudsperson at Michigan State University in East Lansing
            United States. He holds an MA in international development and a doctorate in higher educa
            the University of Denver. His research interests include historical and comparative analys

            conflict resolution, and educational systems.



            19b: Complaints on Complaints: Higher Education Ombuds and the Issue of Reprisal 
            Carolyn Brendon (Canada) 


            This session will consider the issue of reprisal in relation to Ombuds practice: How are O
            positioned to reduce this barrier to coming forward with a complaint; what are best practi
            objectively appraise and inform visitors of the risk of reprisal when providing dispute-re

            and assistance; and, in what circumstances should Ombuds investigate and make recommendati
            is alleged to have occurred. Further, this session will also consider systemic and policy 
            to enhance the ability of individuals to seek recourse for unfair decisions or actions wit

            their education and future careers in jeopardy. 

            Presenter(s): 

            Carolyn Brendon: University Ombuds for McMaster University in Hamilton, Ontario, a role sh
            since 2003. She holds a law degree from Osgoode Hall Law School, an M.A. from McMaster Uni
            Honours B.A. from York University. Her certifications include the FCO-Osgoode Certificate 

            Ombuds, as well as Adjudication for Administrative Boards, Agencies and Tribunals; Advance
            and Human Rights: Theory and Practice. She is the president of the Association of Canadian
            University Ombudspersons (ACCUO) and a board member for the Forum of Canadian Ombudsman (F