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The Role of an Ombudsman in Mitigating Conflict Evelyn Addison-Laurie Walden University

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The Role of an Ombudsman in Mitigating Conflict Evelyn Addison-Laurie Walden University Walden University ScholarWorks Walden Dissertations and Doctoral Studies Walden Dissertations and Doctoral Studies Collection 2017 The Role of an Ombudsman in Mitigating Conflict Evelyn Addison-Laurie Walden University Follow this and additional works at: https://scholarworks.waldenu.edu/dissertations Part of the Business Administration, Management, and Operations Commons, and the Management Sciences and Quantitative Methods Commons This Dissertation is brought to you for free and open access by the Walden Dissertations and Doctoral Studies Collection at ScholarWorks. It has been accepted for inclusion in Walden Dissertations and Doctoral Studies by an authorized administrator of ScholarWorks. For more information, please contact [email protected]. Walden University College of Management and Technology This is to certify that the doctoral study by Evelyn Addison-Laurie has been found to be complete and satisfactory in all respects, and that any and all revisions required by the review committee have been made. Review Committee Dr. Franz Gottleib, Committee Chairperson, Doctor of Business Administration Faculty Dr. Tim Truitt, Committee Member, Doctor of Business Administration Faculty Dr. Peter Anthony, University Reviewer, Doctor of Business Administration Faculty Chief Academic Officer Eric Riedel, Ph.D. Walden University 2017 Abstract The Role of an Ombudsman in Mitigating Conflict by Evelyn Addison-Laurie MBA, University of Phoenix, 2011 BSM, University of Phoenix, 2008 AAS, Hudson County Community College, 1985 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University April 2017 Abstract Bullying behavior is a contributing factor to hostile work environments, and can cause human consequences that affect morale, performance, and productivity. The purpose of this qualitative exploratory case study was to identify the strategies that ombudsmen and human resource managers (HR) use in mitigating workplace conflict. Corporate social performance was the conceptual framework that guided this research. Nine HR managers, an ombudsman representative, and 8 ombudsmen located in New York City and in other states were interviewed based on their experience in conflict mitigation. Data extracted from the participants’ shared stories along with position description documents were synthesized thematically and analyzed for emergent themes. Six themes emerged through analysis: neutrality, trust, interactive coaching competencies, contrasting roles, preventive conflict mitigation strategies, and systemic and cultural analysis. The theme of trust emerged as a key strategy to resolve conflict. The implications for social change include increased organizational accountability, fairness, security, and reduction of discrimination as the work of ombudsmen indirectly lead to cultural changes within organizations. The Role of an Ombudsman in Mitigating Conflict by Evelyn Addison-Laurie MBA, University of Phoenix, 2011 BSM, University of Phoenix, 2008 AAS, Hudson County Community College, 1985 Doctoral Study Submitted in Partial Fulfillment of the Requirements for the Degree of Doctor of Business Administration Walden University April 2017 Dedication I dedicate this work in loving memory of my late husband, Eustace A. Laurie, Jr., who always supported me in my endeavors. Acknowledgments I acknowledge my committee chair, Dr. Franz Gottleib, second committee member, Dr. Tim Truitt, and former second committee member, Dr. Kathleen Barclay. Thank you so much Dr. Gottleib for your extraordinary patience, and longsuffering. I thank the participants who were so devoted to getting their stories out there with the hope that this work could create a positive avenue in conflict resolution in the workplace and be instrumental in aiding others in understanding the importance and work of an ombudsman. To my son, Eustace A. Laurie, III, my daughter, Evelyna A. Laurie, my daughter-in-law, Taylor Trent Laurie; you were my sounding board and staunchest supporters. You caused me to keep my eyes on the “prize”. Thanks to my sister, Betty Addison, who told me I could do this. I thank my co-workers, Josephine Rocca, Susan DeSero, and Maureen Curran for their help with formatting issues. A special thanks to Joe Gilbert for his help in explaining the various research software. I also thank Simphiwe Zwelakhe Goso, Robert Byrd, Jr., and Javier Smith. Without the help of these three young men I would not have made it. I thank my classmate Carolyn Taylor for her support and encouragement throughout this journey. Thank you all for your love and support. Finally, I thank my Lord and Savior, for allowing me to complete this journey. Table of Contents Section 1: Foundation of the Study ..................................................................................... 1 Background of the Problem .......................................................................................... 1 Problem Statement ........................................................................................................ 2 Purpose Statement ......................................................................................................... 2 Nature of the Study ....................................................................................................... 3 Research Question and Interview Questions ................................................................ 4 Interview Questions for HR Managers ................................................................... 4 Interview Questions for Ombudsmen ..................................................................... 5 Conceptual Framework ................................................................................................. 5 Definition of Terms....................................................................................................... 6 Assumptions, Limitations, and Delimitations ............................................................... 7 Assumptions ............................................................................................................ 7 Limitations .............................................................................................................. 7 Delimitations ........................................................................................................... 8 Significance of the Study .............................................................................................. 9 Contribution to Business Practice ........................................................................... 9 Implications for Social Change ............................................................................. 12 A Review of the Professional and Academic Literature ............................................. 12 CSP in the Workplace ........................................................................................... 13 Conflict ................................................................................................................. 15 Bullying................................................................................................................. 18 i History and Role of an Ombudsman ..................................................................... 25 Monitoring Governmental Behavior and Accountability ..................................... 33 Role of an Ombudsman in an Organization .......................................................... 34 Benefits of an Ombudsman to an Organization .................................................... 36 Effectiveness of an Ombudsman in the Organization ........................................... 40 The Role of Ombudsmen in Conflict Management .............................................. 41 Ombudsman as an Alternative Form of Conflict Management ............................ 44 Summary ............................................................................................................... 46 Transition and Summary ............................................................................................. 47 Section 2: The Project ....................................................................................................... 48 Purpose Statement ....................................................................................................... 48 Role of the Researcher ................................................................................................ 49 Participants .................................................................................................................. 50 Research Method and Design ..................................................................................... 52 Method .................................................................................................................. 52 Research Design.................................................................................................... 53 Population and Sampling ............................................................................................ 55 Ethical Research.......................................................................................................... 57 Data Collection Instruments ....................................................................................... 58 Data Collection Technique ......................................................................................... 59 Data Organization Techniques ...................................................................................
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