ORIGINAL RESEARCH article
Front. Educ.
Sec. Language, Culture and Diversity
Language of Empathy in Online Counseling of a Global South University Distance Learning Environment
Rex Sargado Paulino 1
Amabel Tangco Siason 2
Nordy Demit Siason Jr. 1
1. Iloilo State University of Fisheries Science and Technology, Barotac Nuevo, Iloilo, Philippines
2. West Visayas State University, Iloilo City, Philippines
Select one of your emails
You have multiple emails registered with Frontiers:
Notify me on publication
Please enter your email address:
If you already have an account, please login
You don't have a Frontiers account ? You can register here
Abstract
The shift to online distance learning in the Global South has transformed how universities communicate care, support, and empathy to their students, particularly through counseling services. This descriptive phenomenological study explored how the language of empathy is conveyed, experienced, and challenged in online counseling within a resource-constrained higher education institution. Guided by Transactional Distance Theory (TDT) and the Institutional Analysis and Development (IAD) Framework, the study examined how digital inequities, socio-economic disparities, and cultural perceptions of mental health shape the emotional and communicative dynamics between counselors and students. Findings from interviews and follow-up sessions with 12 purposively selected students and three (3) guidance counselors revealed that feelings of isolation, limited interaction, and reduced emotional presence—core concerns in TDT—often hinder the expression and reception of empathetic communication online. The IAD lens further highlighted institutional gaps such as inconsistent communication about counseling services, fragmented policies, and inadequate technological and human resources, all of which affect students' trust and willingness to seek support. Using Colaizzi's method, themes emerged around students' struggles with accessibility, confidentiality concerns, unstable internet connectivity, and cultural factors that influence the interpretation of empathetic language in virtual sessions. Despite these challenges, participants acknowledged that online counseling can foster meaningful emotional connection when empathy is intentionally articulated through culturally sensitive language, active listening, and responsive digital engagement. The study presents the need for student-centered, empathy-driven counseling models, improved digital infrastructure, and hybrid support systems. Strengthening institutional capacities and creating secure, flexible, and inclusive platforms can enhance the language of empathy in online counseling and promote a more equitable mental health ecosystem in Global South universities.
Summary
Keywords
Development framework, Institutional analysis, Language of empathy, online counseling, student needs, technology-driven interventions, Transactional distance
Received
20 November 2025
Accepted
17 February 2026
Copyright
© 2026 Paulino, Siason and Siason Jr.. This is an open-access article distributed under the terms of the Creative Commons Attribution License (CC BY). The use, distribution or reproduction in other forums is permitted, provided the original author(s) or licensor are credited and that the original publication in this journal is cited, in accordance with accepted academic practice. No use, distribution or reproduction is permitted which does not comply with these terms.
*Correspondence: Rex Sargado Paulino
Disclaimer
All claims expressed in this article are solely those of the authors and do not necessarily represent those of their affiliated organizations, or those of the publisher, the editors and the reviewers. Any product that may be evaluated in this article or claim that may be made by its manufacturer is not guaranteed or endorsed by the publisher.