Lieze Schoofs, defended her Ph.D on “The importance of empathy for the effectiveness of organizational crisis communication.” Promotor Prof.dr. An-Sofie Claeys?
“Contrary to what is being suggested by existing crisis communication research, solely including a standalone expression of concern or sympathy toward potential victims will not automatically win stakeholders’ support. While such expressions as well as organizational apologies, emotional expressions, and appropriate nonverbal behaviors can signal empathy on behalf of the organization, every single aspect of the response should demonstrate that the organization puts the interests of stakeholders above its own.” is one of Lieze’s findings.
Read a summary of the research