{"id":37043,"date":"2024-10-29T08:52:51","date_gmt":"2024-10-29T07:52:51","guid":{"rendered":"https:\/\/www.uni.lu\/en\/?page_id=37043"},"modified":"2025-12-03T10:33:19","modified_gmt":"2025-12-03T09:33:19","slug":"resources","status":"publish","type":"page","link":"https:\/\/www.uni.lu\/en\/about\/ombuds\/resources\/","title":{"rendered":"Resources"},"content":{"rendered":"<div class=\"section py-0 static\">\n<section class=\"py-0 wp-block-unilux-blocks-free-section section\"><div class=\"container xl:max-w-screen-xl\"><!-- SecondaryNavigationMirror --><div class=\"js-secondary-nav--sticky wp-block-unilux-blocks-secondary-navigation\" id=\"d33cd2b4-16ac-48c7-be2e-8b82252fabe0\">\n    <nav id=\"secondary-navigation\" role=\"navigation\" aria-label=\"Secondary menu\" class=\"secondary-nav\">\n        <button class=\"secondary-nav__button btn btn-solid--primary w-full\" aria-expanded=\"false\" aria-controls=\"secondary-navigation__list\" title=\"The selected page is Resources\" type=\"button\">\n            <span class=\"btn__name mr-auto\">Resources<\/span>\n            <svg aria-hidden=\"true\" focusable=\"false\" class=\"icon icon-outline icon--xs\">\n                <use xlink:href=\"https:\/\/www.uni.lu\/wp-content\/themes\/unilux-theme\/assets\/images\/icons\/icons-outline.svg#icon--arrow-down\" \/>\n            <\/svg>\n        <\/button>\n\n        <ul id=\"secondary-navigation__list\" class=\"secondary-nav__list\">\n            <li class=\"secondary-nav__item\">\n    <a href=\"https:\/\/www.uni.lu\/en\/about\/ombuds\/\" target=\"\" rel=\"noreferrer noopener\" class=\"secondary-nav__link \">\n        <svg aria-hidden=\"true\" focusable=\"false\" class=\"icon icon-outline icon--xs\">\n            <use xlink:href=\"https:\/\/www.uni.lu\/wp-content\/themes\/unilux-theme\/assets\/images\/icons\/icons-outline.svg#icon--arrow-right\" \/>\n        <\/svg>\n        <span class=\"secondary-nav__name\">Overview<\/span>\n    <\/a>\n<\/li>\n<li class=\"secondary-nav__item\">\n    <a href=\"https:\/\/www.uni.lu\/en\/about\/ombuds\/services\/\" target=\"\" rel=\"noreferrer noopener\" class=\"secondary-nav__link \">\n        <svg aria-hidden=\"true\" focusable=\"false\" class=\"icon icon-outline icon--xs\">\n            <use xlink:href=\"https:\/\/www.uni.lu\/wp-content\/themes\/unilux-theme\/assets\/images\/icons\/icons-outline.svg#icon--arrow-right\" \/>\n        <\/svg>\n        <span class=\"secondary-nav__name\">Our services<\/span>\n    <\/a>\n<\/li>\n<li class=\"secondary-nav__item\">\n    <a href=\"https:\/\/www.uni.lu\/en\/about\/ombuds\/resources\/\" target=\"\" rel=\"noreferrer noopener\" class=\"secondary-nav__link isactived\" aria-current=\"page\">\n        <svg aria-hidden=\"true\" focusable=\"false\" class=\"icon icon-outline icon--xs\">\n            <use xlink:href=\"https:\/\/www.uni.lu\/wp-content\/themes\/unilux-theme\/assets\/images\/icons\/icons-outline.svg#icon--arrow-right\" \/>\n        <\/svg>\n        <span class=\"secondary-nav__name\">Resources<\/span>\n    <\/a>\n<\/li>\n<li class=\"secondary-nav__item\">\n    <a href=\"https:\/\/www.uni.lu\/en\/about\/ombuds\/contact\/\" target=\"\" rel=\"noreferrer noopener\" class=\"secondary-nav__link \">\n        <svg aria-hidden=\"true\" focusable=\"false\" class=\"icon icon-outline icon--xs\">\n            <use xlink:href=\"https:\/\/www.uni.lu\/wp-content\/themes\/unilux-theme\/assets\/images\/icons\/icons-outline.svg#icon--arrow-right\" \/>\n        <\/svg>\n        <span class=\"secondary-nav__name\">Contact<\/span>\n    <\/a>\n<\/li>\n        <\/ul>\n    <\/nav>\n<\/div>\n<!-- end SecondaryNavigationMirror --><\/div><\/section>\n\n\n\n<section class=\"wp-block-unilux-blocks-free-section section\"><div class=\"container xl:max-w-screen-xl\">\n<h1 class=\"has-text-align-left wp-block-unilux-blocks-heading\"        id=\"resources\"\n    >\nResources<\/h1>\n\n\n\n<ul class=\"ulux-list\">\n<li class=\"ulux-list-item\"><strong>Providing feedback<\/strong> &#8211; Ombuds regularly use Bill Eddy\u2019s 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 (&#8220;<a href=\"https:\/\/www.a-z.lu\/discovery\/fulldisplay?docid=alma9922586629707251&amp;context=L&amp;vid=352LUX_BIBNET_NETWORK:BIBNET_UNION&amp;search_scope=DN_and_CI&amp;tab=DiscoveryNetwork&amp;lang=fr\" target=\"_blank\" rel=\"noreferrer noopener\">BIFF&#8221; in the a-z.lu catalog, opens in a new tab<\/a>).<\/li>\n<\/ul>\n\n\n\n<ul class=\"ulux-list\">\n<li class=\"ulux-list-item\"><strong>Receiving feedback<\/strong> &#8211; The book explains why getting feedback is so important yet so challenging, and offers a framework take on feedback with curiosity and grace. (<a href=\"https:\/\/www.a-z.lu\/discovery\/fulldisplay?docid=alma9917909071107253&amp;context=L&amp;vid=352LUX_UNI:BIBNET_UNION&amp;search_scope=DN_and_CI_UCV&amp;tab=DiscoveryNetwork_UCV&amp;lang=fr\">&#8220;Thanks for the Feedback&#8221; in the a-z.lu catalog, opens in a new tab<\/a>)<\/li>\n<\/ul>\n\n\n\n<ul class=\"ulux-list\">\n<li class=\"ulux-list-item\"><strong>Preparing for difficult conversations<\/strong> &#8211; 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 (<a href=\"https:\/\/www.a-z.lu\/discovery\/fulldisplay?docid=alma9923763121907251&amp;context=L&amp;vid=352LUX_UNI:BIBNET_UNION&amp;lang=fr\">&#8220;Difficult Conversations&#8221; in the a-z.lu catalog, opens in a new tab<\/a>).<\/li>\n<\/ul>\n\n\n\n<ul class=\"ulux-list\">\n<li class=\"ulux-list-item\"><strong>De-escalating tensions<\/strong> &#8211; Bill Eddy&#8217;s EAR approach is another effective method for managing communications in conflict situations by focusing on three key elements: Empathy, attention, and respect. It\u2019s particularly effective for de-escalating tensions and fostering constructive dialogue. You can borrow the book at the Luxembourg Learning Centre (<a href=\"https:\/\/www.a-z.lu\/discovery\/fulldisplay?docid=alma9917803680207253&amp;context=L&amp;vid=352LUX_UNI:BIBNET_UNION&amp;search_scope=DN_and_CI_UCV&amp;tab=DiscoveryNetwork_UCV&amp;lang=fr\">&#8220;EAR&#8221; in the a-z.lu catalog, opens in a new tab<\/a>).<\/li>\n<\/ul>\n\n\n\n<ul class=\"ulux-list\">\n<li class=\"ulux-list-item\"><strong>Supervision of PhD and MA students <\/strong>&#8211; Another resource available in the university library is &#8220;Supervising conflict: a guide for the Faculty&#8221; by Heather Peggs, a book providing practical advice for faculty members who supervise PhD and master&#8217;s students (<a href=\"https:\/\/www.a-z.lu\/discovery\/fulldisplay?docid=alma9923982399307251&amp;context=L&amp;vid=352LUX_UNI:BIBNET_UNION&amp;search_scope=DN_and_CI_UCV&amp;tab=DiscoveryNetwork_UCV&amp;lang=fr\">&#8220;Supervising conflict&#8221; in the a-z.lu catalog, opens in a new tab<\/a>).<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-unilux-blocks-spacer is-spacer-size-lg\"><\/div>\n\n\n<h2 class=\"has-text-align-left wp-block-unilux-blocks-heading\"        id=\"general-principles-of-the-ombuds-work\"\n    >\nGeneral principles of the Ombud&#8217;s work<\/h2>\n\n\n\n<ul class=\"wp-block-unilux-blocks-button-list-v2\">\n<li class=\"wp-block-unilux-blocks-button-list-item-v2\"><a class=\"quick-link\" href=\"https:\/\/www.uni.lu\/wp-content\/uploads\/sites\/9\/2023\/09\/IOA_Standards_of_Practice_Oct09_English.pdf\" target=\"_blank\" role=\"link\" rel=\"noopener\" tabindex=\"0\"><span class=\"quick-link__container\">\n<div class=\"wp-block-unilux-blocks-block-inserter quick-link__img\"><\/div>\n\n\n\n<span class=\"quick-link__name wp-block-unilux-blocks-plain-text\">Standard of Practice IOA (PDF)<\/span>\n\n<svg aria-hidden=\"true\" focusable=\"false\" class=\"icon icon-outline icon--download \"><use xlink:href=\"https:\/\/www.uni.lu\/wp-content\/themes\/unilux-theme\/assets\/images\/icons\/icons-outline.svg#icon--download\"><\/use><\/svg><\/span><\/a><\/li>\n\n\n\n<li class=\"wp-block-unilux-blocks-button-list-item-v2\"><a class=\"quick-link\" href=\"https:\/\/www.uni.lu\/wp-content\/uploads\/sites\/9\/2023\/09\/IOA-Code-of-Ethics_English.pdf\" target=\"_blank\" role=\"link\" rel=\"noopener\" tabindex=\"0\"><span class=\"quick-link__container\">\n<div class=\"wp-block-unilux-blocks-block-inserter quick-link__img\"><\/div>\n\n\n\n<span class=\"quick-link__name wp-block-unilux-blocks-plain-text\">Code of Ethics IOA (PDF)<\/span>\n\n<svg aria-hidden=\"true\" focusable=\"false\" class=\"icon icon-outline icon--download \"><use xlink:href=\"https:\/\/www.uni.lu\/wp-content\/themes\/unilux-theme\/assets\/images\/icons\/icons-outline.svg#icon--download\"><\/use><\/svg><\/span><\/a><\/li>\n<\/ul>\n\n\n<div class=\"wp-block-unilux-blocks-spacer is-spacer-size-lg\"><\/div>\n\n\n<h2 class=\"has-text-align-left wp-block-unilux-blocks-heading\"        id=\"enohe-information-and-services\"\n    >\nENOHE Information and services<\/h2>\n\n\n<ul class=\"flex flex-wrap mt-24 -mx-16  wp-block-unilux-blocks-free-content-card\">\n    <li class=\"w-full sm:w-1\/2 lg:w-1\/3 px-16  wp-block-unilux-blocks-free-content-card-item\">\n    <div class=\"ulux-card card-spin-offs bg-gray-300\">\n        <div class=\"ulux-card__container card__container\">\n                        <div class=\"ulux-card__visual wp-block-unilux-blocks-free-content-card-item-visual\">\n    \n<div class=\"wp-block-unilux-blocks-image-video-wrapper\">\n    <figure class=\"wp-block-dev4-reusable-blocks-image  object-fit--cover\">\n    \n<img decoding=\"async\" class=\"wp-block-image unilux-custom-image-block\"\n                alt=\"ENOHE\"\n            src=\"https:\/\/www.uni.lu\/wp-content\/uploads\/sites\/9\/2024\/10\/ENOHE_logo.png\"\n                srcset=\"https:\/\/www.uni.lu\/wp-content\/uploads\/sites\/9\/2024\/10\/ENOHE_logo-300x200.png 300w, https:\/\/www.uni.lu\/wp-content\/uploads\/sites\/9\/2024\/10\/ENOHE_logo-1024x684.png 1024w, https:\/\/www.uni.lu\/wp-content\/uploads\/sites\/9\/2024\/10\/ENOHE_logo-768x513.png 768w, https:\/\/www.uni.lu\/wp-content\/uploads\/sites\/9\/2024\/10\/ENOHE_logo.png 1297w\"\n                style=\"object-position: 50.00% 50.00%; font-family: &quot;object-fit: cover; object-position: 50.00% 50.00%;&quot;; aspect-ratio: 4\/3; object-fit: cover; width: 100%;\"\n        loading=\"lazy\"\n\/>    <\/figure><\/div><\/div><div class=\"ulux-card__body wp-block-unilux-blocks-free-content-card-item-body\">\n    \n<h3 class=\"ulux-card__title has-text-align-left wp-block-unilux-blocks-heading\"        id=\"enohe\"\n    >\n<strong>ENOHE<\/strong><\/h3>\n<div class=\"ulux-card__description wp-block-unilux-blocks-free-content-card-item-free-content-area\">\n    \n<p>European Network of Ombuds in Higher Education<\/p>\n<\/div><div class=\"wp-block-unilux-blocks-simple-cta\">\n    <a\n        href=\"https:\/\/enohe.net\/\"\n        title=\"Learn more\"\n        class=\"link-text link-text--icon ulux-card__link link-text link-absolute\"\n        target=\"_blank\"\n    >\n        <span class=\"link-text__body\">\n            <span class=\"link-text__name\">Visit website<\/span>\n        <\/span>\n        <svg aria-hidden=\"true\" focusable=\"false\" class=\"icon icon-outline icon--external-link \"><use xlink:href=\"https:\/\/www.uni.lu\/wp-content\/themes\/unilux-theme\/assets\/images\/icons\/icons-outline.svg#icon--external-link\"><\/use><\/svg>    <\/a>\n<\/div>\n<\/div>        <\/div>\n    <\/div>\n<\/li><\/ul><\/div><\/section>\n\n\n<section class=\"section section wp-block-unilux-blocks-quick-link-discover-section py-0\">\n    <div class=\"container xl:max-w-screen-xl\">\n        \n<h2 class=\"has-text-align-left wp-block-unilux-blocks-heading\"        id=\"more-information\"\n    >\nMore information<\/h2>\n\n<ul class=\"wp-block-unilux-blocks-quick-link-discover quick-link-list\">\n<li class=\"wp-block-unilux-blocks-quick-link-discover-item\">\n    <a\n                    href=\"https:\/\/www.uni.lu\/en\/about\/ombuds\/contact\/\"\n                    class=\"quick-link\"\n            target=\"\"\n    >\n            <span class=\"quick-link__container\">\n                <span class=\"quick-link__text\">\n                    Contact                <\/span>\n                <svg aria-hidden=\"true\" focusable=\"false\" class=\"icon icon-outline icon--arrow-right \"><use xlink:href=\"https:\/\/www.uni.lu\/wp-content\/themes\/unilux-theme\/assets\/images\/icons\/icons-outline.svg#icon--arrow-right\"><\/use><\/svg>            <\/span>\n    <\/a>\n<\/li>\n<\/ul>\n    <\/div>\n<\/section><\/div>","protected":false},"excerpt":{"rendered":"","protected":false},"author":44,"featured_media":0,"parent":37035,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"featured_image_focal_point":[],"show_featured_caption":false,"ulux_newsletter_groups":"","uluxPostTitle":"Ombuds","uluxPrePostTitle":"","_trash_the_other_posts":false,"_price":"","_stock":"","_tribe_ticket_header":"","_tribe_default_ticket_provider":"","_tribe_ticket_capacity":"0","_ticket_start_date":"","_ticket_end_date":"","_tribe_ticket_show_description":"","_tribe_ticket_show_not_going":false,"_tribe_ticket_use_global_stock":"","_tribe_ticket_global_stock_level":"","_global_stock_mode":"","_global_stock_cap":"","_tribe_rsvp_for_event":"","_tribe_ticket_going_count":"","_tribe_ticket_not_going_count":"","_tribe_tickets_list":"[]","_tribe_ticket_has_attendee_info_fields":false,"footnotes":""},"field-of-interest":[],"organisation":[],"authorship":[44,339],"acf":[],"yoast_head":"<!-- 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