Developing a model of empathy for public administration

Abstract

Empathy is often cited within the public administration literature, yet its uses are isolated, incidental and frequently in conflict. Like many other academic and applied fields before it, public administration lacks a clear understanding of empathy and an articulated method of incorporating the practice of empathy into public service. This article explores the concept of empathy within public administration and interdisciplinary literatures, what empathy can offer to public service, and what issues may challenge the practice empathy, in order to present a model of empathy that is situated within contexts relevant to public service. The four components of this model are: 1) an empathic opportunity triggered by an explicitly or implicitly shared emotion; 2) the identification of the shared emotion; 3) a connection with the emotion as the sharing-person experiences it; and 4) the communication of understanding from public servant to sharing-person. This model offers a offers a concrete practice aimed at improving the experience of both the empathy-giver and the empathy-receiver, rather than on changing the outcome of an interaction, in pursuit of a more relational government.

Addressing the Increase of Domestic Violence and Abuse During the COVID-19 Pandemic: A Need for Empathy, Care, and Social Equity in Collaborative Planning and Responses

“…Edlins (2019) calls for the development of a model of empathy for public administration, as public service is filled with empathy “everywhere in the field.” Empathy is defined as a “predominantly cognitive attribute that involves an understanding of experiences, concerns and perspectives of another person, combined with a capacity to communicate this understanding” (Hojat, 2009, p. 412). The need for government to be more relational and humane is imperative at all times, particularly when assisting vulnerable populations and underrepresented groups.…”

“…The need for government to be more relational and humane is imperative at all times, particularly when assisting vulnerable populations and underrepresented groups. From public service values to emotional labor, public administration research, theory, and practices include elements of empathy, which are commonly associated with compassion, rapport, supportiveness, nurturance, moral conviction, caring, devotion, and respect (Brewer et al, 2000;Edlins, 2019;Guy et al, 2008;Perry et al, 2008). Empathy as a public service value "supports equitably interacting, including and representing all individuals served" (Dolamore, 2019).…”

Editor’s introduction: Our public service manifesto during pandemic

“…Empathy is both innate and a developed, practiced skill (Edlins, 2019) so this assertion is not impossible. When starting from empathy, the outcome is less important than the experience, the citizen-state interaction (Edlins, 2019), and "[f]or citizens to be engaged with government, they must care about it" (Guy & Mastracci, 2018, p. 282). This means all stakeholders.…”

Compassion towards clients: a scale and test on frontline workers’ burnout

“…There is a growing body of literature acknowledging and investigating micro-level 'human factors' in policy implementation (Moseley & Thomann, 2020) by focusing on frontline workers' emotional responses and associated mechanisms such as emotional labour or emotional intelligence (Edlins, 2019;Guy et al, 2014;Jensen & Pedersen, 2017;Vigoda-Gadot & Meisler, 2010). An understudied 'human factor' is compassion towards clients.…”

“…Thus, this study adopts a behavioural public policy perspective (see Gofen et al, in press). This focus advances our understanding of the 'human' side of policy implementation (e.g., Edlins, 2019;Eldor, 2018;Guy et al, 2014;Hsieh et al, 2012;Jensen & Pedersen, 2017) by studying the implications of a prominent feeling during policy implementation: compassion. Methodologically, a measurement scale is developed by using a large-scale survey (n = 828).…”