Janjoi, 
I can't speak for others, but when I use that term "emotional understanding," here's where I'm coming from:  I think the church's leadership gets into deep trouble when they try to handle scandal in a completely dispassionate manner.  Yes, there are parts that MUST be handled dispassionately: a trial, for example.

The problem with what we've seen so far, is that church leadership seems to want to keep emotion out.  As a result, it doesn't seem to matter to a Francis that victims walked away from the Commission without him even speaking to them, or that so many in the laity see this so differently from the bishops. I think that if there was ever a time for a pope to act passionately, it would be over the scandal.  Where is the "Jesus cleansing the temple" reaction in church leadership?  For that to even be possible, church leaders need to develop a personal, emotional response to this mess.  The one thing we should give victims, is a sense of closure, knowing justice was done.