{"id":13422,"date":"2024-12-09T10:11:20","date_gmt":"2024-12-09T09:11:20","guid":{"rendered":"https:\/\/www.uni.lu\/fr\/?page_id=13422"},"modified":"2025-12-03T10:54:21","modified_gmt":"2025-12-03T09:54:21","slug":"ressources","status":"publish","type":"page","link":"https:\/\/www.uni.lu\/fr\/a-propos\/ombuds\/ressources\/","title":{"rendered":"Ressources"},"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 Ressources\" type=\"button\">\n            <span class=\"btn__name mr-auto\">Ressources<\/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\/fr\/a-propos\/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\">Pr\u00e9sentation<\/span>\n    <\/a>\n<\/li>\n<li class=\"secondary-nav__item\">\n    <a href=\"https:\/\/www.uni.lu\/fr\/a-propos\/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\">Nos services<\/span>\n    <\/a>\n<\/li>\n<li class=\"secondary-nav__item\">\n    <a href=\"https:\/\/www.uni.lu\/fr\/a-propos\/ombuds\/ressources\/\" 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\">Ressources<\/span>\n    <\/a>\n<\/li>\n<li class=\"secondary-nav__item\">\n    <a href=\"https:\/\/www.uni.lu\/fr\/a-propos\/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=\"ressources\"\n    >\nRessources<\/h1>\n\n\n\n<ul class=\"ulux-list\">\n<li class=\"ulux-list-item\"><strong>Fournir un retour d\u2019information<\/strong> \u2013 Les ombuds utilisent r\u00e9guli\u00e8rement la \u00ab m\u00e9thode BIFF \u00bb (Brief, Informative, Friendly, Firm) de Bill Eddy, qui permet de fournir un retour d\u2019information direct, clair et positif, tout en dissipant les risques de vexation ou de malentendus. Vous pouvez emprunter le livre au Luxembourg Learning Centre (\u00ab\u202f<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\u202f\u00bb dans le catalogue a-z.lu, <\/a><a href=\"https:\/\/www.a-z.lu\/discovery\/fulldisplay?docid=alma9923763121907251&amp;context=L&amp;vid=352LUX_UNI:BIBNET_UNION&amp;lang=fr\">en anglais, <\/a>s\u2019ouvre dans un nouvel onglet).&nbsp;<\/li>\n<\/ul>\n\n\n\n<ul class=\"ulux-list\">\n<li class=\"ulux-list-item\"><strong>Recevoir un retour<\/strong> <strong>d\u2019information<\/strong> &#8211; Le livre explique pourquoi obtenir un retour est \u00e0 la fois essentiel et difficile, et propose un cadre pour l\u2019aborder avec curiosit\u00e9 et \u00e9l\u00e9gance. (<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\"><em><a href=\"https:\/\/www.a-z.lu\/discovery\/fulldisplay?docid=alma9923763121907251&amp;context=L&amp;vid=352LUX_UNI:BIBNET_UNION&amp;lang=fr\">\u00ab <\/a>Thanks for the Feedback<\/em> <a href=\"https:\/\/www.a-z.lu\/discovery\/fulldisplay?docid=alma9923763121907251&amp;context=L&amp;vid=352LUX_UNI:BIBNET_UNION&amp;lang=fr\">\u00bb<\/a> dans le catalogue a-z.lu, s\u2019ouvre dans un nouvel onglet, en anglais<\/a>) <\/li>\n<\/ul>\n\n\n\n<ul class=\"ulux-list\">\n<li class=\"ulux-list-item\"><strong data-start=\"50\" data-end=\"94\">Se pr\u00e9parer aux conversations difficiles<\/strong> \u2013 Peu importe notre degr\u00e9 de comp\u00e9tence, nous avons tous des conversations qui suscitent de l\u2019anxi\u00e9t\u00e9 et de la frustration. Ce livre aide les lecteurs \u00e0 surmonter les \u00e9motions n\u00e9gatives et \u00e0 mener des conversations efficaces sur des sujets d\u00e9licats. Vous pouvez emprunter le livre au <em data-start=\"379\" data-end=\"407\">Luxembourg Learning Centre<\/em> (<a href=\"https:\/\/www.a-z.lu\/discovery\/fulldisplay?docid=alma9923763121907251&amp;context=L&amp;vid=352LUX_UNI:BIBNET_UNION&amp;lang=fr\">\u00ab <em data-start=\"411\" data-end=\"436\">Difficult Conversations<\/em> \u00bb dans le catalogue a-z.lu, en anglais, s\u2019ouvre dans un nouvel onglet<\/a>).<\/li>\n<\/ul>\n\n\n\n<ul class=\"ulux-list\">\n<li class=\"ulux-list-item\"><strong>D\u00e9samorcer les tensions<\/strong> \u2013 La \u00ab m\u00e9thode EAR \u00bbde Bill Eddy est une autre approche permettant de g\u00e9rer efficacement les communications en cas de conflit. Elle est ax\u00e9e sur trois \u00e9l\u00e9ments cl\u00e9s : l\u2019empathie, l\u2019attention et le respect. Elle est particuli\u00e8rement efficace pour d\u00e9samorcer les tensions et mettre en place un dialogue constructif (<a href=\"https:\/\/www.a-z.lu\/discovery\/fulldisplay?docid=alma9917803680207253&amp;context=L&amp;vid=352LUX_UNI:BIBNET_UNION&amp;lang=fr\">\u00ab\u202fEAR\u202f\u00bb dans le catalogue a-z.lu,<\/a><a href=\"https:\/\/www.a-z.lu\/discovery\/fulldisplay?docid=alma9923763121907251&amp;context=L&amp;vid=352LUX_UNI:BIBNET_UNION&amp;lang=fr\">en anglais, <\/a>s\u2019ouvre dans un nouvel onglet).<\/li>\n<\/ul>\n\n\n\n<ul class=\"ulux-list\">\n<li class=\"ulux-list-item\"><strong>Supervision des \u00e9tudiants en doctorat et en ma\u00eetrise \u2013<\/strong> \u00ab\u202fSupervising conflict: a guide for the Faculty\u202f\u00bb (Heather Peggs) est \u00e9galement disponible \u00e0 la biblioth\u00e8que universitaire. Ce livre fournit des conseils pratiques aux enseignants-chercheurs qui supervisent des \u00e9tudiants en doctorat et en ma\u00eetrise (<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\" target=\"_blank\" rel=\"noreferrer noopener\">\u00ab\u202fSupervising conflict\u202f\u00bb dans le catalogue a-z.lu, <\/a><a href=\"https:\/\/www.a-z.lu\/discovery\/fulldisplay?docid=alma9923763121907251&amp;context=L&amp;vid=352LUX_UNI:BIBNET_UNION&amp;lang=fr\">en anglais,<\/a> s\u2019ouvre dans un nouvel onglet).&nbsp;<\/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=\"principes-generaux-du-travail-du-mediateur\"\n    >\nPrincipes g\u00e9n\u00e9raux du travail du M\u00e9diateur<\/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=\"informations-et-services-de-lenohe\"\n    >\n<strong>Informations et services de l\u2019ENOHE<\/strong><\/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                    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\">Visiter le site (EN)<\/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=\"plus-dinformations\"\n    >\n<strong>Plus d\u2019informations<\/strong><\/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\/fr\/a-propos\/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":13415,"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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