Conflicts are an integral part of any situation and especially if it concerns examinations, we must be ready for conflicts especially if exam takers are not satisfied with results. It is important to understand that the best way to manage conflicts is to avoid conflicts. All the necessary measures must be taken to avoid conflicts, and this will save your time and energy. There will always be situations, when conflicts are not possible to avoid and then it will be necessary to deal with them. Dealing with conflict situations is a tough task, which requires special skills and approaches. To implement this, it is advisable to study all possible personality types and their behaviour in conflict situations. In this regard a TKI model would be helpful because it reveals main types of conflict management ways and gives an opportunity to analyse own skills of conflict management. This module gives an insight into the problem of conflict management and helps those, who will work with people.

When it concerns OPM systems, conflicts can appear due to various reasons: user may not be satisfied by the OPM system, the exam content can be too challenging, there could be lack of support and many other reasons. Mostly the OPM manager and the supporting staff have to deal with conflict situations during their work and for them it is important to understand the nature of conflict, possible outcomes and ability to negotiate solutions of conflicts. In order to avoid appearance of conflicts clear QMS (Quality Management System) procedures shall be introduced and implemented. It is important to elaborate procedures for dealing with typical conflicts, but before this research shall be performed on this, because in each situation and in each country there could be specific things.

Moreover, legal aspects of conflict management shall be considered. Prior to start of OPM system usage it is important to read and accept the agreement on usage of the system and it shall be in clear and understandable way presented to the user of the system.

In order to complete this unit;

1. Complete the Interactive Learning Resource 5.1. 
2. View the Video for 5.1.
3. Do the readings 
4. Finish the learning unit by taking the Quiz 5.1 [Conflict Styles].