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CHAPTER 8when, where, and how to apologize

The words you choose to communicate your apologetic intent are absolutely at the core of any apology. But words are not the only elements of effective apology. Once you have decided to apologize and reflected on what to say, you must make at least three critical decisions. How well you answer these three questions will add to or detract from your planned apology. The three questions are:

  • When should you apologize? Should you do so immediately, or is it better to wait?
  • Where should you apologize? Should you choose a neutral setting, your setting, or the wounded party’s setting?
  • How should you apologize? By this I primarily mean what medium (such as face-to-face, letter, email) you should choose ...

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