Southwest Airlines Professional Communications Certification Practice Exam

Which third party is most appropriate when conflicting parties need help managing a solution?

1. An arbitrator

2. A mediator

3. A facilitator

4. A counselor

The correct answer is: A facilitator

The best choice for managing a solution between conflicting parties is a facilitator. A facilitator is skilled in guiding discussions and helping parties find common ground without taking sides or making decisions for them. Their primary role is to create an environment conducive to open dialogue, allowing each party to express their viewpoints, needs, and concerns, which can ultimately lead to a collaborative solution. While an arbitrator makes binding decisions, which may not involve as much direct participation from the conflicting parties, and a mediator primarily helps to reconcile differences and may propose solutions, a facilitator focuses on the process rather than the content of the discussion. This emphasis on process helps ensure that all voices are heard, and the parties maintain ownership over the solution they develop together. A counselor, on the other hand, typically addresses individual emotional or psychological issues rather than facilitating a resolution between conflicting parties. Thus, the role of a facilitator is more aligned with the needs of parties looking to manage and resolve their conflicts collaboratively.