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The Manager's Pocket Guide to Employee Relations by Terry L. Fitzwater

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Internal ReviewOmbudsman

Webster’s New World Dictionary defines ombudsman as “public officials appointed to investigate citizens’ complaints that may be infringing on the rights of individuals.” For our purpose, let’s change it just a little: “Company officials appointed to investigate employee complaints.”

The “official” can be either a management or a nonmanagement employee. The requirements for the appointee are that he or she have an understanding of the company’s policies, procedures, employee handbooks, and other directional materials. The appointed individual conducts his or herself as an arbitrator who must sort fact from fiction and understand the company’s past practice (precedent).

To be effective, the position of ombudsman should ...

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