Amitabh Sharma, Features Coordinator

Voordouw

Building a vibrant organisation begins with a well-coordinated and a highly motivated team. But as humans interact at different levels, conflicts often arise. If not dealt with properly, these can hamper the smooth functioning of any company. In addition, today's global workspace can create enormous pressure on staff to perform optimally. These too can negatively impact any team's machinery.

Here is where the role of a mediator comes in to play. It is his or her job to neutralise conflicts and ensure team building either through one-on-one counselling or group stress management techniques. "We have a multifaceted role to play," said Rosemarie Voordouw, director - employee consultations and ombuds services at Scotiabank. "We act as go between for staff members and their supervisors or peers in any situation," she added.

Voordouw explained that her team can be called upon to resolve unrest or turmoil within any team or provide family counselling to staff members, be it on official or personal matters.

What is employee ombuds service?

"The employee ombuds office seeks to educate staff and team members on how conflicts can be resolved easily. There is always another way to address an issue without leaving it to fester," said Voordouw.

This unit operates as part of the organisation, and looks objectively at issues. We have to balance perceptions and look at both sides of every story before working with the parties to come to an agreement," said the head of unit.

She explained that the job as mediator is very rewarding and affords satisfaction, especially when individuals grow and are able to tackle challenges and surmount them.

"I am a firm believer that happier people deliver a better product. People who know how to manage stress will function better as they find ways to manage their job functions," she said.

According to Voordouw addressing conflicts significantly reduces the loss of productive time which is a problem in many workplaces. "If people spend time avoiding interaction with each other and create barriers to communication, this gets in the way of work," she explained.

A growing field

Ombuds services is an emerging area with many corporations seeing the benefits of having trained counsellors on staff. although still in its nascent stage, the concept has been encouraged by international agencies such as the United Nations.

There is also a growing trend in facilitating in-house dispute mediation. In corporations where such a unit exists, improved staff productivity, increased profits, decreased absenteeism and higher staff engagement have been realised.

Training

Those with background in psychology can look at ombuds as a career option. There are opportunities for psychologists as their training adds value to their ability to perform in this role.

Voordouw said that incumbents can look at pursuing industrial psychology, as an emerging area.

Persons in this field focus on human behaviours in the world of work and team dynamics, she said, and not necessarily on conflict resolution. The job profile will entail the provision of services in group training and communication, stress management and similar areas.

"It is an advantage to do an entry-level one-year psychology course, down the line you can advance to an undergraduate degree or a master's in counselling psychology," Voordouw said.

According to her, it is important to have training as a mediator, "You can improve your entry-level psychology training to undertake graduate-level courses." As one advances, one has an option to pursue a PhD. "This will be very a good strategic move as you improve your qualifications and make yourself more marketable," she said.

Traits

Apart from the academic qualifications, an individual needs strong personal characteristics. "You should be able to listen well, be objective, understand human behaviour and have the ability to keep the information confidential," said Voordouw.

Persons contemplating a career as an ombud should possess some key attributes which include a vibrant personality, an outgoing disposition, warmth and friendliness. These personal characteristics should be complemented by professional training.

Future

Larger organisations continue to see the value of having ombuds specialists as part of their teams. There is also the potential for persons to train and offer consultancy to smaller organisations that might not be able to employ people full-time.

Voordouw advises future professionals to be focused. "Once you make up your mind you can do anything," she said.

She believes that everyone is a product of his or her future experiences which contribute to being a total professional. "Continue to pursue excellence in all things and you will succeed," she advised.

amitabh.sharma@gleanerjm.com