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.

Examining Public Organization Communication Misalignments During COVID-19 Through the Lens of Higher Education

“…Cultivating the legitimacy of responsiveness as perceived in the relationships between street-level bureaucrats (faculty) and leadership (administrators) enhances the administrative work of the organization. This is accomplished naturally with empathy because empathy mediates relationships by promoting genuine connection and understanding (Dolamore et al, 2020). Skills required to convey this level of empathy are in higher demand under pandemic circumstances, and this research shows these traits differ from those used under normal circumstances.…”

“…More specifically, a lack of connection in the administrative relationship makes the statement devoid of real empathy and jeopardizes the impact of other information in the email. Yet little attention has been paid to these types of empathic communication elements, which are often perceived as performative and not genuine, within these electronic messages during this period of intense crisis (Dolamore et al, 2020). This lack of connection shows a need to study how communication is taking place in public organizations broadly, and higher education specifically, under pandemic circumstances.…”

Does the End Justify the Means? The Role of Organizational Communication among Work-from-Home Employees during the COVID-19 Pandemic

“…Moreover, in line with the Job Demands–Resources model, organizational support could be functional to improve engagement and to buffer discomfort outcomes. Organizational support can be conveyed and reinforced also through a positive communication, that especially in times of crisis [ 142 ], could reassure employees about their performance and encourage them to make ever better [ 95 ].…”

“…Studies on the psychological exhaustion, indeed, describe it as a long-term consequence after strain and high exposure to job demands [ 143 ] that might have an influence on the low investment of energy and on the reduced performance behaviors at work [ 144 ]. As communication was proved to have a significant role in the management and prevention of stress, communication can be an opportunity because it can engage individuals in relationship based on trust and empathy [ 142 ]. In this case, this can be useful to prevent the damages caused by technostress, preventing psycho-physical discomfort and enhancing performance.…”

Social Inequities Highlighted by the Prolonged Pandemic: Expanding Sick Leave

“…In response, public administration scholars have called for the increased need of empathy during the COVID-19 pandemic to ensure policies are equitable, fair, and effective (Dolamore et al, 2020;Zavattaro & McCandless, 2020). For example, with the unanticipated increase of domestic violence and abuse due to COVID-19, researchers have prescribed empathy, care, and social equity to be used in collaborative planning and responses to victims .…”