BackThe IOI introduced a publication series of Best Practice Papers (BPPs) with a view to sharing practises from colleagues around the world and providing guidance material on topics of relevance for the wider Ombudsman community.
BPPs are practical, rather than academic. They are developed by IOI member institutions and highlight ways of working that are likely to bring about successful results. BPPs reflect best practices at the time of their publication. They are thus not exhaustive and the authors of these papers are invited to update them after a certain period of time, if they wish.
The IOI is pleased to inform you that two of our BPPs, namely the BPP on Developing and Reforming Ombudsman Institutions and the BPP on Dealing with Challenging Behaviour have recently been updated and the revised versions are now available in the PUBLICATIONS section of the IOI website.
The driving force behind the first BPP on Developing and Reforming Ombudsman Institutions was the former Ombudsman of Ireland and President of the IOI, Mr. Peter Tyndall. As Honorary Life Member of our institution, Mr. Tyndall keeps close to the IOI and agreed to look into how to incorporate reference to the internationally recognized standards on Ombudsman institutions, such as the Venice Principles and the UN Resolution on Ombudsman and Mediator Institutions, to this paper.
The BPP on Dealing with Challenging Behaviour was developed by Ms. Deborah Glass, the former Ombudsman of Victoria (Australia). Ms. Glass worked on a revised version of her paper, which now includes additional information on the ‘active listening’ technique used in dispute resolution, strategies on how to deliver bad news or manage complainants’ expectations, and advice not to make any assumptions about what a complainant can or needs (especially when dealing with persons with disabilities).
The revised versions of these two Best Practice Papers are now available on the IOI Website.
Source: The IOI General Secretariat
