Conflict management in higher education: how university ombudsmen describe their experiences with program implementation and development





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Conflict is an inevitable and necessary part of the human experience and can result in positive change when managed appropriately. It is vital for organizations to establish processes and protocols for managing conflict and utilizing it effectively. An organizational ombudsman program is one type of conflict management system effective in helping organizations manage and resolve conflict. This study focuses on organizational ombudsman programs in higher education organizations, specifically examining aspects of program implementation and development. Qualitative methods utilizing ethnographic and grounded theory approaches are used in this study to discover themes emerging from the research. Four methods of data collection are employed to uncover these themes. Participant observation, document analysis, elite interviews, and qualitative survey are all methods utilized to examine university ombudsman programs. This study resulted in many rich and interesting stories shared by ombudsmen describing their experiences in program implementation and development.

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