Table 1.

Examples of Empathy and Emotional Intelligence in Crisis Response

Tylenol Crisis (1982): Seven deaths in Chicago linked to Tylenol capsules laced with cyanide

Leadership spotlight: Johnson & Johnson

Response

• Ordered a nationwide recall of all 31 million bottles of Tylenol, a $100 million loss.

• Arranged counseling and financial compensation for families of the victims.

• Partnered with the FBI and Chicago Police, and offered a $100,000 reward for identifying the suspect.

• Established a hotline for consumers who had safety concerns.

• Tylenol is relaunched with the first tamper-evident packaging in the industry.

Boston Marathon Bombings (2013): Terrorist attack at the finish line of the Boston Marathon left three dead and  over 260 injured

Leadership spotlight: Mayor Thomas Menino

Response

• Using Twitter, Menino leveraged inclusive language and messages of solidarity to unite the public in the effort to bring the suspects to justice. The hashtags #OneBoston and #BostonStrong created a shared sense of identity.

• Menino coordinated counseling services for victims.

• Following apprehension of the suspects, Menino’s communication style emphasized the need for community healing and forgiveness.

FBI, Federal Bureau of Investigation.