Campus Access Only
All rights reserved. This publication is intended for use solely by faculty, students, and staff of University of the Pacific. No part of this publication may be reproduced, distributed, or transmitted in any form or by any means, now known or later developed, including but not limited to photocopying, recording, or other electronic or mechanical methods, without the prior written permission of the author or the publisher.
Date of Award
Doctor of Education (Ed.D.)
Curriculum and Instruction
First Committee Member
Second Committee Member
Third Committee Member
Current research indicates that abrasive conduct or incivility is on the rise in higher education and Ombuds are in a unique position to address this behavior. By applying transcendental phenomenological methodology to examine Ombuds experience when handling these types of cases and how the complex structures of higher education impact what they do, this study provides insights into how other institutions and organizations can address the rise in abrasive conduct amongst university faculty, staff and students. I interviewed ten university Ombuds experienced with cases of incivility, and I asked them open-ended questions regarding how they define and identify abrasive conduct. I also asked them questions regarding their roles and how they work within the structure of academia. I analyzed the data gathered from these interviews using Moustakas’ (1994) modification of the Van Kaam Method. Four common themes emerged from the data analysis. The four theses are listed below:
- The Visitor’s story is the Ombuds experience
- How Ombuds define and identify abrasive conduct
- The powerful impact of the academic structure
- Guiding dynamics and the role of the Ombuds
The results of this research provide insight to Ombuds and organizations regarding how the Ombuds role can help identify, address and prevent abrasive conduct.
Escalante, Hector. (2018). Incivility and Abrasive Conduct in Institutions of Higher Learning and the Ombuds Role. University of the Pacific, Dissertation. https://scholarlycommons.pacific.edu/uop_etds/3115