Not only is perspective taking believed to inspire altruism,
but it is also linked with arousing an empathic response toward another individual (Batson, 1998). During a crisis, one of the core responsibilities of a leader is
that of ensuring the well-being of those affected by the crisis. We believe that
taking such a perspective will allow leaders to better understand and empathize
with others, and, in turn, act in the best interest of stakeholders. As Brocker and
James (2008) noted, however, in times of crisis leaders may be inclined to take
the perspective of and respond to the needs or demands of those who are most
vocal in a crisis (e.g., activists or shareholders). This group may or may not be
the most in need of empathy and constructive action in the midst of the crisis.
We argue that misplaced attention that results from taking a narrow perspective
can extend the crisis or, worse, expose the organization to additional liability.
The Firestone product recall crisis represents poor perspective taking. Had
firm leaders put themselves in the place of the victims or victims’ families they