The Language of Care as a Shield: Problematizing Soft Rhetoric in the Face of Structural Harm

How Institutions Use Empathy Narratives to Mask Inaction, Contain Critique, and Evade Responsibility

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Introduction

Empathy and compassion have increasingly entered the lexicon of modern governance. Institutions frame their missions in terms of care, emphasize the humanity of their service delivery, and adopt language that speaks of listening, healing, and inclusion. On the surface, this seems like progress—a shift away from the cold rationalism of bureaucratic detachment toward a more emotionally attuned and relational mode of administration. Yet, when examined closely, the language of care often operates not as a pathway to justice but as a shield against critique. This article explores how soft rhetoric is deployed to neutralize accountability and how problematization helps us see through the performance of concern when it is unaccompanied by structural response.