https://hdl.handle.net/1721.1/155129 Tue, 07 Apr 2026 00:51:16 GMT 2026-04-07T00:51:16Z https://hdl.handle.net/1721.1/159970 Fostering Constructive Action by Peers and Bystanders in Organizations and Communities Rowe, Mary Note: Table One in this article is a long list of “Some Naturally Occurring Helpful Bystander Actions.” This list illustrates the importance of frequent, mundane bystander actions in building community and a culture of conflict management competence, as well as the better-known decisive actions that bystanders can take in emergency situations. Sun, 01 Apr 2018 00:00:00 GMT https://hdl.handle.net/1721.1/159970 2018-04-01T00:00:00Z https://hdl.handle.net/1721.1/159358 An Unusual Harassment Training That Was Warmly Received—and, as well, Inspired Bystanders—an Organizational Ombuds Story Rowe, Mary Harassment and bullying are hard to endure and hard to stop. Many targets and bystanders fear to ask for help, fearing loss of relationships and other painful consequences. All organizations need training. However, sensitivity training about harassment is now unwelcome to many, and it is hard to prove such training is effective in terms of achieving desirable outcomes. This essay describes an effort to teach supervisors how to receive harassment concerns competently and effectively. Faculty and staff supervisors were asked to critique the performance of peers on videos—who were kind but making common mistakes—for their strengths and weaknesses as complaint-handlers. The training was voluntary, very well received, and effective in several different ways. Many organizations might adapt such training for their frontline supervisors. (Note: This article illustrates the importance of training managers and faculty about complaint-handling and about being effective bystanders.) Tue, 01 Apr 2025 00:00:00 GMT https://hdl.handle.net/1721.1/159358 2025-04-01T00:00:00Z https://hdl.handle.net/1721.1/159354 Micro-Affirmations Are Joining the Social Science Research Agenda Rowe, Mary Sun, 01 Dec 2024 00:00:00 GMT https://hdl.handle.net/1721.1/159354 2024-12-01T00:00:00Z https://hdl.handle.net/1721.1/159308 Is There a Right To Be Addressed as One Wishes To Be Addressed? Rowe, Mary; Rowe, Mary This teaching case was originally presented at the 1984 Corporate Ombudsman Conference. This is a fictional case study designed for teaching use. Many details, including names and facts, were changed from the real 1973 incident. Sat, 01 Jun 2024 00:00:00 GMT https://hdl.handle.net/1721.1/159308 2024-06-01T00:00:00Z https://hdl.handle.net/1721.1/159273 The Eavesdropping Manager Who Was a Hesitant Bystander Rowe, Mary Thu, 01 Feb 2024 00:00:00 GMT https://hdl.handle.net/1721.1/159273 2024-02-01T00:00:00Z https://hdl.handle.net/1721.1/159234 The Hesitant Bystander with Safety Concerns and a CEO Who Is a Bully Rowe, Mary Note: This is a fictional case study designed for teaching use. Many details, including names and facts, have been changed from the real case. Thu, 01 Feb 2024 00:00:00 GMT https://hdl.handle.net/1721.1/159234 2024-02-01T00:00:00Z https://hdl.handle.net/1721.1/158450 BELONGING—The Feeling That We ‘Belong’ May Depend in Part on ‘Affirmations' Rowe, Mary This essay describes a poignant concern brought to the ombuds office that helped me to understand how micro-affirmations are a major part of the scaffolding of “belonging.” Sun, 01 Jan 2023 00:00:00 GMT https://hdl.handle.net/1721.1/158450 2023-01-01T00:00:00Z https://hdl.handle.net/1721.1/158449 Helping Hesitant Bystanders Identify Their Options: A Checklist with Examples and Ideas to Consider Rowe, Mary Organizational bystanders sometimes act heroically in emergencies. Less well known are the bystanders who act very effectively, in quiet ways, in reaction to (potentially) unacceptable behavior. In addition, many bystanders (and bystanders of bystanders) consider action, but hesitate. There are many reasons why hesitation is understandable and may be appropriate. However, in many situations, hesitation can turn into effective action. Drawing on examples from ombuds practice, this article aims to assist organizational ombuds in helping hesitant bystanders identify and evaluate their options. The article includes a checklist of questions for hesitant bystanders that ombuds may find useful—and adds to the literature about why bystanders do or do not decide to act after learning of unacceptable behavior. The checklist may also be useful to those engaged in training programs for bystanders and others who provide support to hesitant bystanders. Fri, 14 Jul 2023 00:00:00 GMT https://hdl.handle.net/1721.1/158449 2023-07-14T00:00:00Z https://hdl.handle.net/1721.1/158448 Consider Generic Options When Complainants and Bystanders Are Fearful Rowe, Mary Organizational ombuds usually offer a choice of different options to constituents who call the office with a concern. In serious cases, ombuds might offer formal options such as filing a formal grievance. In addition, the ombuds can offer informal options, such as helping a visitor deal directly with their concern or offering to facilitate discussion with those involved. However, aggrieved persons and proactive bystanders often are very fearful about anyone knowing they have complained. In this situation, a “generic” approach—that focuses on an issue without naming anyone—can help to address the issues involved rather than the individuals. This can be done in ways that shield the privacy of the complainant. In addition to helping individuals, generic options serve affinity groups and the organization by supporting needed systemic improvements. This article discusses how organizational ombuds and other complaint handlers can use generic approaches in their work. Fri, 14 Jul 2023 00:00:00 GMT https://hdl.handle.net/1721.1/158448 2023-07-14T00:00:00Z https://hdl.handle.net/1721.1/158445 “'Drafting a Letter' for People Dealing with Harassment or Bullying" Rowe, Mary As an early ombuds, the author discovered that drafting a structured letter about being mistreated often helped constituents—with respect to both process and outcomes. This article describes the origins of “drafting a letter” with its uses, benefits, and sources of power. Drafting such a letter provides a tripartite structure (see the Appendix) for a mistreated person to present evidence—from diaries, calendars, communications, videos, photos, phone records, etc. This structure helps in considering many options for action, for example, just thinking things through, gathering more evidence, informal discussions, mediation, or a formal complaint. Or the writer may send the letter privately to the perceived offender; such letters may work to stop specific misbehavior. If the behavior then does not stop, a safe-guarded copy of the letter can be used as evidence that the writer tried to stop it. And—very importantly—just drafting a letter may help with pain, anger, and grief. Sun, 01 Jan 2023 00:00:00 GMT https://hdl.handle.net/1721.1/158445 2023-01-01T00:00:00Z https://hdl.handle.net/1721.1/158443 Mistreatment Experiences, Protective Workplace Systems, and Occupational Distress in Physicians Rowe, Susannah G.; Stewart, Miriam T.; Van Horne, Sam; Pierre, Cassandra; Wang, Hanhan; Manukyan, Makaila; Bair-Merritt, Megan; Lee-Parritz, Aviva; Rowe, Mary P.; Shanafelt, Tait; Trockel, Mickey Reducing physician occupational distress requires understanding workplace mistreatment, its relationship to occupational well-being, and how mistreatment differentially impacts physicians of diverse identities. A survey of 1505 physicians conducted from September to October 2020 found that 23.4% had experienced mistreatment in the last year, with patients and visitors as the most frequent source of mistreatment. Women were more than twice as likely as men to experience mistreatment. Mistreatment was associated with higher levels of occupational distress, whereas the perception that protective workplace systems exist was associated with lower levels of occupational distress. These findings suggest that health care organizations should prioritize reducing workplace mistreatment, and systems that prevent workplace mistreatment may improve physicians' occupational well-being. Note: This article is the first to provide quantitative data finding that the perception that bystanders intervene when someone is mistreated is associated with better occupational well-being. Fri, 06 May 2022 00:00:00 GMT https://hdl.handle.net/1721.1/158443 2022-05-06T00:00:00Z https://hdl.handle.net/1721.1/158150 An Unusual Harassment Training That Was Warmly Received and Also Inspired Bystanders Rowe, Mary P. Harassment and bullying are hard to endure and hard to stop. Many targets and bystanders fear to ask for help, fearing loss of relationships and other bad consequences. All organizations need to train people about harassment. But such training is now unwelcome to many, and it is hard to prove that it is effective. This essay describes an effort to teach supervisors how to receive harassment concerns competently and effectively. Faculty and staff supervisors were asked to critique the performance of peers on videos—who were kind but making common mistakes—for their strengths and weaknesses as complaint-handlers. The training was voluntary, very well received, and effective in several different ways. (Note: This essay illustrates the importance of training managers and faculty about complaint-handling and about being effective bystanders.) Fri, 01 Oct 2021 00:00:00 GMT https://hdl.handle.net/1721.1/158150 2021-10-01T00:00:00Z https://hdl.handle.net/1721.1/158144 If You Have Been Harassed or Bullied: Some Ideas to Consider Rowe, Mary Wed, 01 Sep 2021 00:00:00 GMT https://hdl.handle.net/1721.1/158144 2021-09-01T00:00:00Z https://hdl.handle.net/1721.1/158070 The Importance of Bystanders in Threat Assessment and Management Borum, Randy; Rowe, Mary Bystanders—those who observe or come to know about potential wrongdoing—are often the best source of pre-attack intelligence, including indicators of intent and “warning” behaviors. They are the reason that some planned attacks are foiled before they occur. Numerous studies of targeted violence (e.g., mass shootings and school shootings), have demonstrated that peers and bystanders often have knowledge of an attacker’s intentions, concerning communication, and troubling behavior before the attack occurs. This chapter describes—with empirical support—why threat assessment professionals should consider bystanders; outlines a model for understanding bystander decision making; reviews common barriers to bystander reporting; and suggests ways to mitigate those barriers, to engage bystanders at an individual level, and to improve reporting. The principal aim of threat assessment is to prevent (primarily) intentional acts of harm. When tragic incidents of planned violence occur, however, it is almost always uncovered “that someone knew something” about the attack before it happened. This happens because, as attack plans unfold, people in several different roles may know, or come to know, something about what is happening before harm occurs. The perpetrators know, and so may others, including targets, family members, friends, co-workers, or even casual observers. Fri, 01 Jan 2021 00:00:00 GMT https://hdl.handle.net/1721.1/158070 2021-01-01T00:00:00Z https://hdl.handle.net/1721.1/157442 Gender Microinequities Rowe, Mary P.; Giraldo-Kerr, Anna Despite laws, regulations, and policies promoting gender equity, and some progress in education and employment settings, gender discrimination continues. Much gender bias is subtle, covert, and usually not legally actionable, despite being very common. This entry examines seemingly small, unfair, demeaning, and discriminatory behaviors and events—microinequities and microaggressions—and their impact on women and men. Sat, 01 Jul 2017 00:00:00 GMT https://hdl.handle.net/1721.1/157442 2017-07-01T00:00:00Z https://hdl.handle.net/1721.1/157271 A Reappraisal — The Nature and Value of Ombudsmen in Federal Agencies, Part 1: Executive Summary Houk, Carole S.; Rowe, Mary P.; Katz, Deborah A.; Katz, Neil H.; Marx, Lauren; Hedeen, Timothy Mon, 14 Nov 2016 00:00:00 GMT https://hdl.handle.net/1721.1/157271 2016-11-14T00:00:00Z https://hdl.handle.net/1721.1/157270 Unconscious Bias: May Micro-Affirmations Provide One Answer? Rowe, Mary Sun, 01 Feb 2015 00:00:00 GMT https://hdl.handle.net/1721.1/157270 2015-02-01T00:00:00Z https://hdl.handle.net/1721.1/156722 Concerns about Bullying at Work As Heard by Organizational Ombudsmen Cummings, Lydia; Rowe, Mary Fri, 01 Jan 2010 00:00:00 GMT https://hdl.handle.net/1721.1/156722 2010-01-01T00:00:00Z https://hdl.handle.net/1721.1/156663 Dealing with—or Reporting—‘Unacceptable’ Behavior Rowe, Mary; Wilcox, Linda; Gadlin, Howard People in organizations often see behavior that they think is unacceptable, unsafe, illegal—even criminal. Why do people who observe such behavior hesitate to act on their own, or to come forward promptly—even when affected by that behavior? Why do they not immediately report those whom they see to be acting in an intolerable fashion? Hesitation of this kind has been recognized for years; for example, there is a controversial literature about the “bystander effect.” In real life hesitation is not confined just to bystanders. People in all roles may hesitate to act. Why do some people—including many managers—waver, rather than acting effectively to stop behavior they find to be unacceptable? The most common reasons for hesitation are: fear of loss of relationships, and loss of privacy, fear of unspecified “bad consequences” or retaliation, and insufficient evidence. There are many other barriers and they are often complex. Perceptions of the organization and of supervisors are important, as is a complaint system that is seen to be safe, accessible and credible. Some people do act on the spot or come forward when they see unacceptable behavior. Reviewing the reasoning of people with whom we have talked may provide ideas for employers designing or reviewing a conflict management system. Thu, 01 Jan 2009 00:00:00 GMT https://hdl.handle.net/1721.1/156663 2009-01-01T00:00:00Z