By Catherine Cao, Student in the Negotiation and Conflict Resolution Program, Columbia University School of Professional Studies
The Fundamentals of Organizational Ombuds Practice (NECR 5090) elective taught by Amy Sereday in the M.S. in Negotiation and Conflict Resolution program at Columbia University School of Professional Studies (SPS) is an incredibly eye-opening and perspective-shifting course to take, one that I would especially recommend to anyone who has ever found themselves naturally gravitating toward the role of helper, mediator, therapist, or trusted friend in their personal or professional life.
For those with a genuine desire to support others through difficulty, the ombudsperson role offers a career path that is simultaneously fulfilling, ethically grounded, and emotionally sustainable. Something that really stood out to me was the four foundational pillars that define how an ombudsperson operates at all times: independence, impartiality, confidentiality, and informality. These principles provide an ethical framework for the ombuds role, ensuring that visitors can explore concerns and possible options in a confidential, impartial setting without the ombuds imposing a particular outcome. They are the never-ending north stars of the industry, orienting every conversation and every decision back to fairness, trust, and integrity.
One of the biggest but unexpected lessons I received from the course was understanding how not over-involving yourself in someone else’s conflict can actually serve them better. It is a natural instinct for empathetic people to want to fix, solve, or carry the weight of others’ problems, but the ombuds model and its four pillars gently and powerfully reframes this impulse for me. By maintaining neutrality and honoring clear professional boundaries, an ombudsperson can create the space for a visitor to find their own clarity, agency, and path forward, and most importantly, find their own solution that works for their specific issue. It feels collaborative rather than prescriptive, and it allowed me to see that providing information and perspective is more critical in supporting others than persuading them to follow your lead. This methodology is also quietly a form of respect you can offer another person.
Throughout the course, we explored what types of institutions and organizations typically include an ombuds function, from universities and hospitals to large corporations and international bodies. We also engaged in several immersive role-plays that brought potential workplace and organizational conflicts to life, giving us the opportunity to truly feel out our instincts, test our skills, and reflect on how we show up in high-stakes conversations. Our spring group was also incredibly fortunate to have time with Mary Rowe, who is not only a major figure in the ombudsperson field, but one of the true pioneers behind the development and creation of the role itself. Hearing her speak was a true privilege, and seeing Mary embody all of the class learnings so organically and fluidly allowed me to believe that the ombuds field is led by the most genuine, authentic, and dedicated people in this world.
Every class session felt very safe and open, where we could have deep, honest discussion while still covering a substantial amount of material, including hands-on exercises that made the learning interactive and engaging.
Taking the Fundamentals of Organizational Ombuds Practice has genuinely shifted the way I approach conversations, relationships, and even conflict in my own life. It has given me a new language for boundaries, a deeper appreciation for the power of listening without agenda, and a model for helping others that actually honors their autonomy. It is an experience I will carry with me and return to for many years ahead.
Views and opinions expressed here are those of the authors, and do not necessarily reflect the official position of Columbia University School of Professional Studies or Columbia University.
About the Program
Columbia University’s Master of Science in Negotiation and Conflict Resolution prepares students to analyze the root causes and dynamics of conflict and to transform disputes through reasoned and resourceful interventions. The program focuses on developing self-awareness, tenacity, and interpersonal competency; building common ground; opening lines of communication; ensuring representation and recognition, and building sustainable possibilities for resolution. The program has on-campus and online (with residency) modality options. Learn more about the program here.
