CHAPTER 12 the best apology possible: ten apology do’s and don’ts
One of the key values I have tried to communicate in this book is that apologies need to go all the way. An apology is not a test you study for. You don’t get credit for partial apologies. In fact, a halfhearted apology usually makes the situation even worse. Defending a less-than-wholehearted apology will get you nowhere.
There are unlimited ways to botch an apology, but the vast majority of pitfalls fall into ten common categories. If you keep these ten do’s and don’ts in mind your apologies will be much more effective.
1. Don’t Include Ifs or Buts
Adding the word “if” or any other conditional modifier to an apology makes it a non-apology.
I certainly apologize if I offended ...
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