Earlier this month, Beth Fisher-Yoshida, interviewed John Zinsser on WKCR in New York. The interview was part of with the Advanced Consortium on Cooperation, Conflict, and Complexity. Zinsser is an instructor at the negotiation and conflict resolution masters program at Columbia University. 

He discusses his experience as an Ombuds and consultant for organizations like hospitals, universities and corporations. It's an excellent overview for novices and he offers some insightful critiques that experienced Ombuds will appreciate. (WKCR.)

Related Ombuds Blog posts:  Baker Hughes Opens Ombuds Office; Columbia Adds Course on Advanced Ombuds Practice; Revisiting the Issue of 'Fairness'.