Six Components for an Effective Apology
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Six Components for an Effective Apology
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Here are Six Components for an Effective Apology.
1. An expression of regret
2. An explanation of what went wrong
3. An acknowledgment of responsibility
4. A declaration of repentance
5. An offer of repair
6. A request for forgiveness
This is in large part from Roy Lewicki - “Trust Expert” and Professor Emeritus of Management and Human Resources at The Ohio State University’s Fisher College of Business. This came out of a study where 700 people reacted to apologies that contained from 1 to all 6 of these.
The more components, the more effective.
Two key components - 1. Acknowledgment of responsibility, and 2. Offer of repair
Empathy and timing are vital as well.
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