Shuttle Diplomacy

When parties are unable or unwilling to interact directly, for whatever reason, an Ombudsman may act as the intermediary, conveying each party’s concerns, positions and interests. Often, shuttle diplomacy constitutes or is part of a mediation process.

The reasons parties cannot or will not engage directly are varied, and the Office does not require a particular justification before using this approach. What matters is that direct interaction is, for the time being, not a workable path forward, and that there is still value in helping the parties understand one another’s perspective.

Acting as an intermediary means more than relaying messages. The Ombudsman meets separately and confidentially with each party, listens to their concerns, and helps them identify not only their stated position but the underlying interests behind it. This exchange can take different forms depending on what the situation calls for. At times, it is one-way: a party wishes to convey something to the other, such as an apology, an explanation, or a piece of information, without necessarily expecting or needing a response. At other times, it is two-sided, with information, questions, and clarifications moving back and forth between the parties as each seeks to better understand the other’s position. Regardless of the form it takes, nothing is shared beyond what each party has agreed to communicate, and the Office remains strictly neutral throughout: it does not take sides, does not advocate on behalf of either party, and does not pass judgment on the merits of either position.