Resources

• Providing feedback – Ombuds regularly use Bill Eddy’s BIFF method (Brief, Informative, Friendly, Firm), which can help you provide direct feedback in a way that is both clear and supportive, minimising potential defensiveness or misunderstanding. You can borrow the book at the Luxembourg Learning Centre (“BIFF” in the a-z.lu catalog, opens in a new tab).

• Preparing for difficult conversations – No matter how competent we are, we all have conversations that cause anxiety and frustration. This book helps readers to overcome negative feelings and engage in effective conversations about difficult matters. You can borrow the book at the Luxembourg Learning Centre (“Difficult Conversations” in the a-z.lu catalog, opens in a new tab).

• De-escalating tensions – Bill Eddy’s EAR approach is another effective method for managing communications in conflict situations by focusing on three key elements: Empathy, attention, and respect. It’s particularly effective for de-escalating tensions and fostering constructive dialogue. You can borrow the book at the Luxembourg Learning Centre (“EAR” in the a-z.lu catalog, opens in a new tab).

• Supervision of PhD and MA students – Another resource available in the university library is “Supervising conflict: a guide for the Faculty” by Heather Peggs, a book providing practical advice for faculty members who supervise PhD and master’s students (“Supervising conflict” in the a-z.lu catalog, opens in a new tab).

General principles of the Ombud’s work

• Standard of Practice IOA (PDF)
• Code of Ethics IOA (PDF)

ENOHE Information and services

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  ENOHE

  European Network of Ombuds in Higher Education

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