In Steve Wood’s New Years’ post, Be negative, criticize, and complain, he proposes that organizations resolve to move from an easy ‘its all good’ path (i.e. positive inaction) to a more difficult ‘let’s make a change’ route (i.e. negative action). A key part of my Ombuds role is to meet with complainants and help them to complain more effectively – to the right person, at the right time, and in the right way. Providing access to an Ombuds is one way a business can demonstrate a commitment to open and fair process, enhance goodwill and trust, improve communication, and address issues early and informally.
Be brave and follow Steve’s suggestion for 2015:
“So complain away. No organization is perfect and we should all be working to make things better – so make things better, take action, make changes. Revel in the honest and open culture and appreciate that you legitimately have a voice and that voice can create positive change.”[Illustration by the incredible Michael Cho]