Ombuds processes and disputant reconciliation

Document Type

Article

Publication Date

11-1-2004

Abstract

Effective dispute resolution systems are critical to the functioning of large universities and organizations. However, the design of dispute resolution systems is often inadequate to achieving the stated goals of the system. Analysis of the cases of 45 disputants reveals how the design of a university dispute system and the social context can prevent an ombudsperson from successfully reconciling relationships. This study shows how a dispute system that generally failed to utilize face-to-face meetings or mediation techniques between disputants in a social context of fear and limited social ties was unable to reconcile or preserve working relationships. Analysis from normative pragmatic and social contextual approaches to disputing provides a mechanism for understanding the problems encountered by this ombudsperson and provides a tool for designing more effective dispute resolution systems.

Publication Title

Journal of Applied Communication Research

First Page Number

318

Last Page Number

342

DOI

10.1080/0090988042000276005

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