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).
- 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.
- 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).
