This study examined the application of conflict resolution programs in three high security organizations. In contrast to most civilian institutions high security organizations such as the Canadian Forces, are characterized by strong organizational cultures, with firmly embedded behavioural repertoires designed to manage complex, tightly coupled, functions in situations of imminent danger. Conflict resolution as practiced by the Alternate Dispute Resolution (ADR) program in the Department of National Defence and the Canadian Forces (DND/CF) has proven successful in many civilian settings, however no significant literature examines its effectiveness in a military environment. To determine how institutionalizing this function in non-military cultures affected their operations, this study compared those results with the introduction of conflict resolution in the Office of the Veterans Ombudsman, and the Office of the Correctional Investigator. The DND/CF conflict management program demonstrated that parties were highly satisfied with the overall outcome of mediation, its fairness and the amount of control they exercised over the outcome. The DGADR conflict management program demonstrated successful outcomes, were clearly accepted and strongly endorsed by participants, and is likely to engender ongoing support for organizational mandate and objectives. Both the Office of the Correctional Investigator and the Office of the Veterans Ombudsman continue to realize acceptance of many of their recommendations, have established a history of successfully resolved investigations and have developed the strategic priorities that guide their current operations. All three case study organizations encountered normative embeddedness, which tended to resist efforts to introduce new information and adjust behavioural repertoires. Resistance to change and the forces of institutionalization appeared with challenges to the legitimacy and credibility of these new approaches. Leaders in all three case study settings had to remain vigilant in protecting their mandate against erosion or constraint, and in the absence of legitimacy clearly defined by statutory authority they had to rely on the active support of senior leaders. The data generated by this study also identified limitations related to the impact of mediation outcomes and skills training on participants’ future behaviour, as well as the application of organizational justice beyond the conflict management program to investigations conducted in ombudsman settings. The results of this study indicate that it is possible to integrate conflict resolution into high security organizations, and that organizational justice constructs can accurately describe and serve as the basis for measuring the intervention process and related outcomes. Developing the required framework and conducting the corresponding summative evaluation would provide substantial insight into the application of conflict resolution in high security organizations and would in turn greatly assist the application in these and other potential settings. This research approach has the potential to serve as a model in a broader range of settings such as provincial and organizational ombudsman offices, police and fire departments and emergency health organizations. / Graduate / 0617 / njdolan@uvic.ca

La présente étude est une recherche empirique sur les conditions de détention en isolement administratif et disciplinaire dans les pénitenciers canadiens. Les recherches récentes sur l’isolement constatent que ce type de placement produit des conséquences négatives sur les détenus, tant au niveau physique, psychologique et social en raison des conditions de vie dans lesquelles ils sont placés. La littérature existante n’aborde que très peu les conditions de vie des détenus en isolement en contexte carcéral canadien. Notre recherche vise donc à combler cette carence de la littérature scientifique par l’entremise du Bureau de l’enquêteur correctionnel, organisme de dernier recours que disposent les détenus pour faire valoir leurs droits concernant leurs conditions de vie. Notre objectif principal consiste à étudier ce que les plaintes, que les détenus mis en isolement formulent auprès du BEC, nous permettent de dire des conditions de vie en isolement. Nous avons ainsi entrepris de présenter le contenu des plaintes acceptées par le BEC en les analysant à travers les privations de Sykes (1958) et d’analyser les problèmes de fond des plaintes à travers le principe de moindre éligibilité de Bentham (1796). Nous avons réalisé une analyse empirique des plaintes des détenus formulées au BEC entre 2013 et 2015, soit 134 dossiers, incluant 244 plaintes. Malgré les limitations du matériel empirique obtenu, nous avons constaté que la douleur de l’emprisonnement se manifeste non seulement à travers trois des privations de Sykes, mais aussi à travers d’autres types de privations, qui étaient auparavant incluses dans la privation de liberté : l’absence de relation familiale, la restriction de mouvement et le manque de reconnaissance. De plus, nos résultats nous permettent de proposer une réflexion sur le principe de moindre éligibilité, tel que vécu par les détenus en isolement, piste de recherche qui mérite d’être approfondie.

Submitted by César Cardoso (cesarcardoso61@gmail.com) on 2015-07-21T14:58:28Z No. of bitstreams: 1 O OMBUDSMAN BANCÁRIO Uma solução adequada 21.7.pdf: 637202 bytes, checksum: 5da7b3a5b2d9e467836ee528e037493c (MD5) / Approved for entry into archive by Renata de Souza Nascimento (renata.souza@fgv.br) on 2015-07-21T16:47:58Z (GMT) No. of bitstreams: 1 O OMBUDSMAN BANCÁRIO Uma solução adequada 21.7.pdf: 637202 bytes, checksum: 5da7b3a5b2d9e467836ee528e037493c (MD5) / Made available in DSpace on 2015-07-21T17:18:45Z (GMT). No. of bitstreams: 1 O OMBUDSMAN BANCÁRIO Uma solução adequada 21.7.pdf: 637202 bytes, checksum: 5da7b3a5b2d9e467836ee528e037493c (MD5) Previous issue date: 2015-06-18 / A alta taxa de litigância judicial envolvendo bancos e clientes afeta o funcionamento do Poder Judiciário bem como a disponibilidade do crédito e as taxas de juros de forma negativa, por contribuir para a insegurança jurídica no mercado de crédito. Este trabalho busca diagnosticar as causas dessa litigância e os seus efeitos, verificar se o ombudsman bancário pode ser um mecanismo adequado à solução de disputas no setor financeiro, contribuindo para diminuir a litigância judicial. Pretende, também, propor mudanças institucionais, por meio da regulação bancária, que estabeleçam o sistema de ombudsman setorial no Brasil, fixando incentivos e desestímulos, para que ele seja eficiente e apresente resultados mais céleres, em face da realidade brasileira. / The high level of judicial litigation between banks and clients affects the way that Judiciary system works just as the availability of credit and the interest rates in a negative way, due to contributing to a judiciary uncertainty in the credit market. This working paper endeavors to find out the causes of these litigations and their consequences, to verify if the banking ombudsman scheme is an adequate mechanism to solve disputes in the financial sector,contributing to decrease the judicial litigation. It also aims to suggest institutional changes through banking regulation that will establish thesectorial ombudsman scheme in Brazil, using incentives and deterrences, as a way to get an efficient and fast system, in the face of the Brazilian reality.

Submitted by Jamile Barbosa da Cruz (jamile.cruz@ucsal.br) on 2016-10-25T13:39:41Z No. of bitstreams: 1 PINTO, PCM-2015.pdf: 3200548 bytes, checksum: 6adb66c074c0c02d8b555e37af64971d (MD5) / Approved for entry into archive by Maria Emília Carvalho Ribeiro (maria.ribeiro@ucsal.br) on 2016-12-28T20:21:03Z (GMT) No. of bitstreams: 1 PINTO, PCM-2015.pdf: 3200548 bytes, checksum: 6adb66c074c0c02d8b555e37af64971d (MD5) / Made available in DSpace on 2016-12-28T20:21:03Z (GMT). No. of bitstreams: 1 PINTO, PCM-2015.pdf: 3200548 bytes, checksum: 6adb66c074c0c02d8b555e37af64971d (MD5) Previous issue date: 2015-04-28 / A preocupação neste trabalho foi analisar se há de fato o controle externo da sociedade civil sobre as atividades desempenhadas pela Polícia Militar na Bahia. Tomada a Ouvidoria na área de Segurança Pública como fonte da pesquisa, o que se procurou foi identificar como este órgão surge, resultado das demandas de participação no país. A partir daí, buscou-se compreender quais desafios e dificuldades este arranjo de participação social têm enfrentado em sua relação com as agências de segurança pública, focando a atuação da Polícia Militar da Bahia e seu histórico de repressão. Para entender este instrumento de controle na Bahia, foram necessárias entrevistas com diversos atores sociais no campo da gestão pública e da sociedade civil organizada. Foram feitas visitas à Ouvidoria Geral de Polícia, onde se pôde ter a experiência da observação direta deste órgão. Esta visita também propiciou adquirir os relatórios anuais da Ouvidoria, documento fundamental nesta pesquisa. O período que foi considerado para análise dos relatórios anuais da Ouvidoria Geral de Polícia compreendeu os anos de 2007 a 2012. Contudo, foi verificado que o melhor modelo em que se enquadra este arranjo de participação é o neocorporativo, contudo pela baixa intensidade de participação social e a inexistência de autonomia tem sido deficiente a atuação da Ouvidoria Geral de Polícia como órgão de controle externo sobre as atividades da PMBA. / The concern of this study was to examine whether there is indeed external control of civil society on the activities carried out by the Military Police in Bahia. Taking Ombudsman in the Public Security area as a source of research, which sought to identify how this body arises as a result of the demands for participation in the country. From there, we tried to understand what challenges and difficulties this arrangement social participation have faced in its relation with law enforcement agencies, focusing on the work of the Military Police of Bahia and its history of repression. To understand this control instrument in Bahia, interviews were necessary with various social actors in the field of public administration and civil society organizations. Visits were made to the Ombudsman Police, where he might have the experience of direct observation of this body. This visit also provided acquire the annual reports of the Ombudsman, a fundamental document for this search. The period was considered for the analysis of annual reports of the Police Ombudsman understood the years 2007 to 2012. However, it was found that the best model that fits this arrangement of participation is the neo-corporatist, but the low level of social participation and the lack of autonomy has been poor the performance of the Police Ombudsman as an external watchdog on the activities of PMBA.

Made available in DSpace on 2015-05-14T12:20:17Z (GMT). No. of bitstreams: 1 arquivototal.pdf: 1296467 bytes, checksum: 14410a01151daaf9525cec84628f9234 (MD5) Previous issue date: 2012-08-24 / Coordenação de Aperfeiçoamento de Pessoal de Nível Superior - CAPES / The brazilian society has experienced classical principles of democracy for almost thirty years however citizen involvement remains insufficient when it comes to Public Administration. In doing so, this study aimed to verify whether the Public Health Care System (SUS) Ombudsmen have in fact served as a public management tool giving room to participation and listening to users concerns. The study based itself on the concept that a democratic society is one where civil rights are created as a mean to change and enhance the state (CHAUÍ, 2011). As per Luchman (2007), a participative democracy is an open debate environment of public affairs towards collective interests based on government commitment. Health Care Ombudsman management reports from 2008 to 2011 regarding drug programs have been analyzed allowing for a comparison between the drug lists published by SUS in the same period with the purpose of verifying whether user requests are taken into account. The results showed SUS has helped socialize the state and might very well allow for participation although not yet considered a management instrument once its reports have not been taken into account in the development of drug lists. Based on this study, the SUS General Ombudsman is still in the process of establishing itself as a democratic environment and management instrument. / Há quase trinta anos, a sociedade brasileira convive com os pressupostos clássicos da democracia, todavia a participação dos cidadãos na geração de direitos é insuficiente, inclusive na gestão do aparelho do Estado. Por isso, este estudo verificou se as ouvidorias no Sistema Único de Saúde (SUS) se constituem como espaço de participação e como instrumento de gestão, tornando o aparelho estatal brasileiro mais acessível aos usuários dos serviços de saúde a partir da escuta de suas vozes. Para tanto, a pesquisa se referenciou no conceito de sociedade democrática como sendo aquela que gera direitos como uma criação social que modifica a ação do aparelho estatal (CHAUÍ, 2011); e, em Lüchmann (2007) que define um espaço de democracia participativa como um ambiente de discussão pública em torno de decisões de interesse coletivo, sustentado pelo compromisso governamental, pela tradição associativa dos cidadãos e pelo seu desenho institucional. Nesse rumo, foram analisados os relatórios gerenciais da Ouvidoria-Geral do Ministério da Saúde referentes à assistência farmacêutica no período de 2008 a 2011, que permitiu o cotejamento com as listas de medicamentos do SUS publicadas no mesmo período, a fim de verificar se as manifestações dos usuários do SUS são consideradas na elaboração dessas listas. Ao final, verificou-se que o SUS contribuiu para democratizar o aparelho estatal brasileiro; que a Ouvidoria-Geral do SUS é uma possibilidade de participação, ainda não sendo um ambiente de democracia participativa; e, que ela não é vista como instrumento de gestão, pois os seus relatórios gerenciais não foram considerados pelo Ministério da Saúde, pelo menos naquilo concernente às manifestações dos usuários sobre a elaboração da lista de medicamentos. Por este estudo, considera-se que a Ouvidoria-Geral do SUS está ainda se instituindo como ambiente de democracia participativa e instrumento de gestão.

O Diálogo nas Organizações: a ouvidoria interna sob a óptica das Relações Públicas é resultado de um trabalho ligado à linha de pesquisa Políticas e Estratégias de Comunicação da Escola de Comunicação e Artes da Universidade de São Paulo. Ele reúne contribuições teóricas das áreas da Comunicação Organizacional e Relações Públicas com o objetivo de observar a comunicação interna como dimensão subutilizada nas organizações brasileiras diante dos desafios apresentados para a efetividade organizacional nos cenários complexos da alta modernidade. Neste sentido, adota-se a pesquisa qualitativa, como recurso metodológico exploratório para a análise de estudo de cinco casos representativos de organizações nacionais. Desta forma, observam-se as ouvidorias internas organizações públicas e privadas, como fenômenos do campo da comunicação organizacional contemporânea por meio de entrevistas semi-estruturadas com gestores, realizadas no período entre agosto a outubro de 2008, bem como sob o olhar de correntes teóricas da área das Relações Públicas estratégicas. As questões norteadoras apontam para interface e maior integração entre as atividades da ouvidoria interna e a comunicação. Os dados coletados nesta pesquisa contribuem para a discussão da comunicação organizacional interna compreendida em sua dimensão estratégica, mas também sociocultural na qual os indivíduos podem ressignificar suas perspectivas identitárias e o sentido de trabalho, considerando-a, ainda, como diálogo pressuposto na inter-relação entre organização e públicos internos. / The dialogue in the organizations: the internal ombudsman section under the view of the Public Relations is the result of a study linked to the research group Policies and Communication Strategies of the Communication and Art School of the São Paulo University. It gathers theoretical contributions from the Organizational Communication and Public Relations aiming at observing the internal communication as a sub-utilized dimension in the Brazilian organizations, which face the challenges presented for the organizational effectiveness within the complex scenarios of the post-modernity. Thus, the qualitative research approach is adopted as an exploratory methodological resource for analyzing five case studies which represent national organizations. This way, internal ombudsman sections of public and private institutions are observed, as phenomena of the contemporary organizational communication field, by means of semi-structured interviews made with managers between August and October 2008, as well as under the view of theoretical grounds of the strategic Public Relations area. The guiding questions point out to the interface and greater integration between the activities of the internal ombudsman section and communication. Data gathered in this research contribute for a discussion of internal organization communication understood not only in its strategic dimension, but also in its sociocultural dimension in which individuals can re-signify their identitary perspectives and the meaning of work, considering them as a presupposed dialogue in the inter-relation between organization and internal public.

The thesis deals with a legal status of the ombudsman, one of the most important institutions of human rights protection. It offers not only a detailed analysis of legal regulations of the Czech ombudsman, but it also deals with a status of the similar institutions in selected countries from different parts of the world (Slovakia, Sweden, Denmark, Italy, South Africa, Georgia, Arizona - USA and European Union. First chapter provides fundamental characteristics of the ombudsman institutions, their history and significance to society of today. Chapter two discusses the legislation of the Czech ombudsman in detail, chapter three concerns itself with foreign ombudsmen regulations. Last chapter deals with comparison of regulations of all the above mentioned countries.

The thesis deals with the legal status of Ombudsman in the Czech Republic and abroad. It focuses primarily on comparison with ombudsman institutions in selected countries (France, UK, Italy, Germany, Poland, Slovakia and the European Union).The first chapter describes the basic characteristics of ombudsman institutions, their development and significance for today's society. The second chapter is analyzed in detail the legislation of the Ombudsman in the Czech Republic. The third and fourth chapter is devoted to ombudsmen abroad. The last chapter provides a comparison of individual laws in mentioned countries.

The thesis deals with legal status of the ombudsmen in the Czech Republic and selected states of the EU. It is focused on comparison of the ombudsmen in these coutries: Slovakia, Austria, Portugal, Denmark, Great Britain and european ombudsman. The aim of this thesis is to assess the czech institution of ombudsman in comparison with the others as well as offer an insight into his job. The first chapter is focused on the ombudsman in general. The following chapters deal with the ombudsmen in given countries, their competence, power and process of investigating complaints. The final chapter deals with comparison of the obtained results.

MPM / Oliver Tambo Institute of Governance and Policy Studies