ABSTRACT
Confl ict represents a recognizable and signifi cant disagreement of ideas or interests between two or more parties. The severity of a confl ict can range from minor problems to full-scale wars. Much has been said about crisis communications over the years, but less has been said about the other phases of confl ict management. Dennis Wilcox, author of Public Relations: Strategies and Tactics , described the confl ict management life cycle that starts with the proactive phase, and continues with the strategic, the reactive, and the recovery phases:
• The proactive phase includes environmental scanning, issues tracking, issues management, and the crisis plan.
