When you feel stuck in a complicated situation, misunderstood or thrown off balance, it can be difficult to know how to react. Should you talk about it? To whom? What can you do if you fear the situation is getting worse? In these moments of uncertainty, it can be a good idea to take a step back and explore the different options available.

In the workplace, it’s not uncommon to be faced with complex situations, misunderstandings or interpersonal conflict.

Often, as Ombud, I encourage the people who call on my services to explore the options available to them and I find that this approach is very effective, as evidenced by these comments I’ve received from visitors: “In just half an hour, we were able to get to the bottom of my issue and outline some very clear avenues to explore”; “The meeting was very useful and helped me to better focus my actions.”

When faced with a difficult situation or a conflict, exploring different avenues helps us to regain a degree of control over the situation and gives us back the power to act. By taking the time to examine several options, we increase our chances of finding a satisfactory and lasting solution.

I regularly find that people who come to see me are not aware of all the options (direct dialogue, mediation, reporting, formal or informal resolution, withdrawal, etc.), so I explain the different possibilities to them and let them choose what suits them best. Exploring the different possibilities does not mean making a commitment. It provides time to think, without feeling under pressure.

If people simply want my advice on the best way to communicate about what is affecting them in their work environment, I suggest approaching the issue in terms of the impact it’s having on them, what they need to make them feel better and how they want to move forward while respecting themselves and others.

The role of the Ombud is not to judge or decide, but to offer a neutral listening space, free from hierarchical issues, where everyone can explore the options available to them in complete safety.

If you would like to discuss this topic or figure out how to deal with a particular situation, please contact me. As Ombud, my main task is to provide a non-official channel for conflict resolution, as well as to give impartial help and advice. My role is also to offer my opinion on the implementation of the Code of Conduct.

Thank you for your attention, and see you soon!

Marie-Luce Falipou

The Ombud is available from Monday to Friday in office 500/1-004 on the Meyrin site. To make an appointment, in person or online, contact the Ombud at ombuds@cern.ch

To find out more, check out the website https://ombuds.web.cern.ch