Listening & Exchange Program

What is the Listening & Exchange Program? 

The program is a confidential and neutral resource available to all Salzburg Global Fellows. It provides an informal, off-the-record space to talk through questions, concerns, or ideas — big or small. The Listening & Exchange Program reflects Salzburg Global's values of welcome, fairness, exchange, and transformation — helping ensure that our Fellows feel supported throughout their program participation. 

It is led by Penelope Ögüt, an accredited mediator and member of the International Ombuds Association (IOA). Penelope is part of the Salzburg Global staff team, and her role within the program is independent and confidential, separate from management decision-making. This ensures that the program remains a neutral, off-the-record space. Read more about Penelope here. 

How Do I Contact the Listening & Exchange Program During My Program?

You can reach out at any time by email, phone, or WhatsApp. Messages are checked during working hours (Monday to Friday, 9:00–17:00 CET), and Penelope will get back to you as soon as possible to arrange a time to talk.

Please note that the Listening & Exchange Program is not a 24/7 or crisis response service. If you need urgent support outside of these hours, please contact program staff or Reception.

Email: listeningandexchange@salzburgglobal.org 

Phone/WhatsApp: +43 662 83983 2119 

In-person for programs in Salzburg: Penelope's office is on the 1st floor in the Meierhof (from Reception, take the stairs, turn left, it is the first door on the left).

How Does It Differ From the Salzburg Global Program Staff Or Management?

Program staff and management are responsible for running the program and handling formal matters. While Penelope is a Salzburg Global staff member, the Listening & Exchange Program operates separately from program management structures and does not participate in management decisions related to the program, investigate issues, or handle formal complaints. Instead, it provides confidential listening, helps you think through options, and can suggest resources if you need further support.  

Is It the Same as Formal Mediation?

No, while Penelope is trained in mediation, the Listening & Exchange Program is broader. It can use mediation-style skills (such as listening, helping to clarify perspectives, or facilitating conversations), but the goal is to provide a supportive space, not to run formal mediation processes. 

When Might the Program Be Helpful?

Fellows are welcome to reach out for many different reasons — whether you have a question, want to reflect, or need a sounding board. For example: 

• Questions about Salzburg Global or Schloss Leopoldskron
• Talking through communication, interpersonal, or group dynamics during the program 
• Exploring questions about fairness, inclusion, or participation
• Getting support in preparing for a conversation
• Having a neutral space to share an idea or reflect on an experience 

Can I Raise a Concern on Behalf of Someone Else?

Yes. You are welcome to reach out if you are worried about a colleague, a peer, or a situation affecting the program, even if it is not directly about you. 

Will My Conversations Be Confidential?

Yes. All conversations with the Listening & Exchange Program are strictly confidential. Nothing will be shared unless:

• There is an imminent risk of serious harm, or
• You give explicit permission to share information. 

No written records are kept. The program is oriented on the IOA Standards of Practice and Code of Ethics, which set out the principles of confidentiality, independence, neutrality, and informality.  

What Authority Does the Listening & Exchange Program Have?

The program provides a confidential, neutral, off-the-record place for Fellows to discuss questions and concerns and explore possible options in an informal setting. 

It does not:

• Make decisions on program or organizational matters
• Accept formal complaints or claims on behalf of Salzburg Global
• Investigate issues 

Does the Program Report to Salzburg Global About Issues Raised?

To support Salzburg Global's ongoing learning and improvement, the program provides anonymous thematic feedback — for example, highlighting recurring topics or systemic issues. This helps inform leadership and supports Salzburg Global's values without breaching confidentiality. No individual cases or names are shared.