The role of empathy in organizational communication during times of crisis

Abstract

The defining characteristic of 2020 is life interrupted. Countries around the globe are impacted by wholescale stay-at-home orders, looming economic collapse, heightened public attention to systemic racism, and associated protests. Even as global events create immense disruptions for individuals, these events also necessitate responsive actions from public and private institutions. In this Dialogue essay, we argue that the current crises emphasize the need for public organizations to sustain relationships by infusing communication efforts with empathy. Using an organizational theory approach of crisis management, we argue for the importance of focusing on governance legitimacy in times of crisis and highlight three communication strategies public organizations can use to strengthen relationships and improve crisis management performance.

Keywords:

• Communication
• crisis management
• empathy

Additional information

Notes on contributors

Stephanie Dolamore

Dr. Stephanie Dolamore is an assistant professor in the Department of Government and Public Affairs at Gallaudet University. She teaches in the bilingual master of public administration program for D/deaf, hard of hearing, and hearing students. Her research focuses on the intersection of social justice and public organizations.

Darrell Lovell

Darrell Lovell, DPA, is an assistant professor of political science at West Texas A&M University teaching undergraduate and graduate courses in public policy and public administration. Current projects focus on the impact of COVID-19 on communication and decision-making in higher education and the diffusion of education policy and administrative burden.

Haley Collins

Haley Collins is a professor of English at Alvin College teaching undergraduate composition and British literature courses. Her current projects focus on the impact of COVID-19 on communication and decision-making in higher education, teacher efficacy, and professional development in higher education.

Angela Kline

Dr. Angela Kline is an assistant professor in the Department of Public Policy and Administration at West Chester University. Her research interests include creative placemaking, nonprofit funding practices, and open data.