At the most recent East Coast Ombuds Group meeting I was asked to facilitate a discussion entitled, “How’s Everyone Doing? Ombudsing in the Time of Covid-19”. The conversation was robust and heartfelt (what else would you expect from a bunch of professional conflict resolvers?) and I started the hour off by sharing some of my pandemic “coping mechanisms” which - I say unabashedly - include Tito’s vodka and Lay’s potato chips. They also include activities that "balance" those coping mechanisms, like parking lot yoga (that's a real thing) and running. And I also shared with the group what I do when things get particularly intense and my mind is racing at 2 a.m.: namely, binge purchasing t-shirts that support social causes that are particularly important to me.
I explained that after the initial shock and challenge associated with abruptly having to move my courses online in March (I teach Intro to Law as well as Mediation at Emerson College), I started noticing some surprisingly positive things that came as a result of going virtual. In the months since, I've realized that for as much as I love being physically present with students and trainees (I also offer trainings in Conflict, Bias and Negotiation), teaching online has some distinct advantages.
For one thing, learning is more accessible. Not only are more students able to take part despite living in different time-zones, being subjected to travel restrictions and having disabilities that might otherwise prevent them from physically being in the room, but many - especially those that might have felt intimidated being vocal with others next to them - are actually able to participate more fully and freely online. Their Zoom boxes somehow create added safety for them. And community happens. We're able to share, laugh, argue and challenge just as we did when we were in the room together...and sometimes even better.
As an Ombud, I'm fortunate to experience this every day. Strangers appear on my screen and I on theirs and in our short time together we need to build connection and trust sufficient for them to share with me often intensely personal details about conflict that's affecting them at work so that in turn, I can offer them perspective and advice. For our time together to be effective, we need to connect, build trust, listen, and explore options in a way that helps move things forward...in one hour. It seems almost impossible. And yet it happens every time.
That's not to say that the virtual realm is without its challenges. Tech glitches, overlapping speakers ("no, you go ahead"), and real-life interruptions are all part of the experience. To be honest, I've genuinely come to enjoy those interruptions: extreme cat face close-ups, the occasional plant tipping over in the background and in one case, hearing "just a minute" while someone rescued a chicken that had been scooped up by a hawk (thankfully, the chicken survived). Somehow, even with glitches and interruptions, it works.
I think that all of this is to say that uncertainty is destabilizing, and change is really really hard...but you already know all of that. What's taken me until now to reflect on and realize is that despite the challenges, and maybe in some strange way because of them, community, connection and positive change are all still very much possible.
I'm very excited to announce that as of November, I became Clark University's inaugural Ombud. This role is in addition to my continuing role at Wesleyan University as their inaugural Ombud, where I've served as a confidential, independent neutral resource for faculty and staff since 2017. At Clark, like at Wesleyan, I'll help staff and faculty navigate workplace conflicts and challenges, and serve as a resource to administration to help shed light on areas where progress and change might be needed.
I don't think you can ever have too much ombudsing which is why in addition to Wesleyan and Clark Universities, I work with colleges and organizations on a project or short-term basis when they need a Contract Ombud to help their team manage conflict and move forward productively. I also serve as a Conference Ombud for groups that want to offer their membership an independent, confidential, neutral resource to discuss conference-related concerns.
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