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Effective Apology
book

Effective Apology

by John Kador
May 2009
Intermediate to advanced content levelIntermediate to advanced
264 pages
5h 50m
English
Berrett-Koehler Publishers
Content preview from Effective Apology
85

CHAPTER 5remorse

Once a victim understands that the offender has recognized that an offense has occurred and accepts responsibility, he or she expects the offender to have some remorse. The third dimension of effective apology is designed to signal the offender’s contrition. Because there is no way to know whether someone else is experiencing remorse, we rely on a variety of verbal and nonverbal cues. By far the most important verbal cue, without which a statement falls short of being an actual apology, is the phrase “I’m sorry” or “I apologize.” There are no suitable alternatives. Body language, facial expression, and tone of voice are also crucial markers of remorse.

Using the words “I’m sorry” or “I apologize” is pretty much nonnegotiable. ...

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Publisher Resources

ISBN: 9781605091396