Crisis feeling is a different
dimension of communication than crisis color.
Crisis color relates to the mood or tone when responding to crisis. Crisis feeling relates to the messages we
receive. Each message has both a content
and feeling associated with it. The
message has an objective or factual meaning, while the individual has specific
feelings about those facts. In addition
to understanding the fact or objective reality, crisis communication directs us
to recognize and understand the feeling as well. The process of understanding and responding
to the feeling and content of the message is message clarification. In the course of crisis communication, it is
necessary to understand and clarify both the content and feeling of the
messages from individuals in crisis.
When we are able to do this in an effective way, we are reaching a point
of honest, informed empathy with the individual. This level of empathy lets him know that we
hear him, we understand, and we care.