When Managers Must Be Counselers, Too

After the Sept. 11 catastrophes, workers will need extra attention. Says communications pro Peggy Klaus: Empathy is the key

"Instinctually emotional" is how one of Rudolf Giuliani's deputies described the New York City mayor's response to the World Trade Center attack. Giuliani may have earned high praise for his cool-headed mastery of the massive response to the disaster. But it has been his emotional dimension -- his empathy for the fallen, his sense of humor in the midst of calamity -- that has elevated him to heroic status.

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