Apologies take time. They take intention. They require we seek to understand, not excuse our actions. Three elements of apology are shared in this video and apply to personal and professional relationships:
- Take the victim’s perspective
- Accept responsibility
- Make an offer to repair*
Source: TED-Ed via Linked In, September 1, 2023. Link.(5:04)
INSIGHTS: *Reparations are often challenging in a business environment. They require employers to empower their staff members to make a reasonable offer at the point of contact.
Also see: Search results for: apology, AHD archives. Link.
When delivered well, an apology message can improve the customer relationship to the point where it is stronger than if the mistake had never happened. . . “