The role of empathy in organizational communication during times of crisis

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, th...

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Published in:Administrative theory & praxis 2021-07, Vol.43 (3), p.366-375
Main Authors: Dolamore, Stephanie, Lovell, Darrell, Collins, Haley, Kline, Angela
Format: Article
Language:English
Subjects:
Communication
crisis management
empathy
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description 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.
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source Business Source Ultimate【Trial: -2024/12/31】【Remote access available】; Taylor and Francis Social Sciences and Humanities Collection
subjects Communication
crisis management
empathy
title The role of empathy in organizational communication during times of crisis
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