By Bhakti Parekh, Student in the M.S. in Negotiation and Conflict Resolution Program, School of Professional Studies
What draws someone to a career centered on listening, navigating conflict, and fostering trust? For M.S. in Negotiation and Conflict Resolution alum Isar Mahanian (’15SPS), it led to the dynamic and human-centered role of an organizational ombuds—a profession grounded in listening, trust-building, and guiding people through challenging moments.
“For as long as I can remember, I’ve been really interested in people—how they think, how they communicate,” Mahanian said. Even as a child, she found herself drawn to conversations, to understanding dynamics, and to helping others get along.
That curiosity first led her into international development, where she pursued work aimed at improving lives and advancing social and economic justice. But it was during her first post-undergraduate job at a large nonprofit that she discovered something essential: organizations need people who can help navigate internal conflict, and those skills can become a meaningful career path. That realization brought her to Columbia’s M.S. in Negotiation and Conflict Resolution program, and ultimately set her on the path to becoming an ombuds.
Negotiating a Career Path Forward
Mahanian first learned about the role of ombuds while a student in the program. “I read about it and thought this could be exactly what I wanted to do,” she said. Several of her friends were already signing up for Intro to Organizational Ombudsing. It only took one class and Professor John Zinsser’s passion to know it was a dream career for her. “Given my experience working or volunteering in organizations, I could see how important it was to have an organizational ombuds,” said Mahanian. Perhaps what spoke to her was the innate humanness of the ombuds role: the person who offers a safe space, listens and lets people feel seen.
“I am so grateful for both the intro and advanced ombuds classes that were available to me, as well as my course in mediation,” Mahanian said of her experience in the program, adding that she’s also “very grateful for the strong community that was created within our cohort.”
Now as a professional, Mahanian has worked with a number of different organizations in different roles. Explaining the lessons she’s learned from this experience, Mahanian noted that systems and organizations, especially large ones, tend to get stuck in their ways.
“Often, people just don’t know what to do differently, or how to create change; they feel stuck. They’re afraid of the unknown.” This is where ombuds and their presence is needed. Being comfortable with high emotions, fear, and the unknown. And partnering with someone by saying, “Let’s try this together,” can help people take the first step toward change.
Navigating Personal Growth
One thing Mahanian had to unlearn to thrive in the ombuds role was the urge to stay in helper mode. “I found that I was taking on people’s problems and feeling personally drawn in,” she said. The instinct to fix is powerful, but she explained that the role of ombuds demands something different. It demands that we be deep listeners and empathetic while maintaining our role as a third party to the conflict. It means that we need to see ourselves not as a hero who can save the day, but as a guide or confidant who empowers others. Because “when people feel empowered to make a change, we can help.” This is a shift that many conflict resolution professionals eventually face. The realization that the real work is in empowering others to do what they have always been capable of doing.
I asked what she would be doing if not ombuds work. Mahanian believes she would still be helping people navigate growth and conflict in some way. Perhaps through mediation, or through coaching—a practice that she’s currently exploring and enjoying. It seems to me that at the core of her journey is a drive to remain present and compassionately curious.
One exchange during her time as an ombuds stands out to her. She’s had many similar experiences, but this moment has remained with her..
A visitor to her office was having a hard time with something at work. Their situation couldn’t be changed, and “there wasn’t much that anyone (including the ombud) could do to help their situation,” Mahanian said. “However the visitor was so grateful to have someone to talk to, to form a real human connection with and be able to share what they were experiencing.” This serves as a reminder that ombuds work is often not about solutions, but about humanity, connection, and dignity.
Advice to Future Conflict Resolvers
Asked what advice she would give her younger self or current students, Mahanian reflected that she would offer a single word: patience. “It takes time and perseverance to get a job in this field. See the different work/roles as stepping stones to what you want to do in the long term, and continue to work towards your dream. It might take longer than you think, but keep at it!”
What I took away from this encounter is that the power of ombuds work lies in the power of listening and human connection. So as Isar Mahanian says, “Let’s keep at it!”
Views and opinions expressed here are those of the authors, and do not necessarily reflect the official position of Columbia 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 priority application deadline for the M.S. in Negotiation and Conflict Resolution program is January 15, with a final deadline of May 1. The program has on-campus and online (with residency) modality options. Learn more about the program here.
