Ombuds Library

The Ombuds Office has a collection of books that we have found especially useful in our work and that we want to share with the UMass community. These following books are available to borrow and can be delivered by campus mail.

Titles currently available:

BIFF: Quick Responses to High-Conflict People, Their Personal Attacks, Hostile Email and Social Media Meltdowns
Bill Eddy
explains the behavior of high-conflict people and offers specific strategies for responding in ways that de-escalate the resulting tensions.  The BIFF method makes it possible to move beyond attacks and hostility and avoid getting drawn into a cycle of conflict.


Crucial Conversations: Tools for Talking When Stakes Are High
Kerry Patterson, Joseph Grenny, Ron McMillan and Al Switzer
Crucial Conversations
provides a framework for understanding the dynamics of high-stakes conversations, and a roadmap for navigating them successfully. 


Difficult Conversations: How to Discuss What Matters Most
Douglas Stone, Bruce Patton, & Sheila Heen
Difficult Conversations
provides insight into the importance of handling conversations that cause stress and anxiety effectively.  It illuminates the power of transforming these conversations into ways of enhancing relationships.


Dignity: Its Essential Role in Resolving Conflict
Donna Hicks
is a clear explanation of why how we treat others matters, especially when we are in disagreement with them.  Based on Dr. Hicks’ long experience working in some of the most entrenched international conflicts, the book explores the importance of basing our treatment of all people on the foundation of their inherent worth and dignity.


Just One Thing: Developing a Buddha Brain One Simple Practice at a Time
Rick Hanson
Just One Thing is a straightforward guide to the complex process of trying to live well. Each chapter is a lesson in understanding one aspect of that process and training your brain to master it.


Mastering Civility: A Manifesto for the Workplace
Christine Porath

Mastering Civility describes the devastating and costly effect incivility can have in the workplace.  It goes on to offer tools for creating and maintaining a more civil workplace as well as advice about what to do if you are the target of uncivil behavior by others.


The Little Book of Restorative Justice for Colleges and Universities: Repairing Harm and Rebuilding Trust in Response to Student Misconduct
David Karp
The Little Book of Restorative Justice describes how a restorative approach to discipline enhances the educational goals of the conduct process while serving the needs of the campus to protect safety, minimize liability, ensure fairness, and support community.


Smart Leaders, Smarter Teams: How You and Your Team Get Unstuck to Get Results
Roger Schwarz

Smart Leaders, Smarter Teams introduces Mutual Learning, a comprehensive approach that has enabled Roger Schwarz's clients in global corporations, federal agencies, and nonprofits worldwide to get to the heart of their toughest challenges and significantly improve their results.