"Empathy should not be confused with sympathy,
which indicates pity. In crisis intervention,
the goal is not to feel sorry for the person in crisis, but to
establish a relationship through effective communication whereby positive steps can be taken toward
resolving the crisis in a collaborative fashion."
from: Vecchi, G.M. (2009). Conflict & crisis communication: the behavioral influence stairway model and suicide intervention. Annals of the American Psychotherapy Association, 12, 32-29.