index
A
big picture, focus on, 157
dismissive acceptances, 154–156
forgiveness compared to, 216
morality of, 169
for nonoffensive actions, 165
reconciliation and, 181
and terminating relationship, 164
acknowledgment
See also recognition
active listening and accepting apologies, 157–158
active voice in apology, 206–207
advance, apology in, 192–193, 214, 261
agreement, listening for, 160
alcohol, apologies blaming, 191
Alcoholics Anonymous, 230
American Airlines ...
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