Lifescripts, 3rd Edition

68Apologizing to a Direct Report for Unintended Cultural Insensitivity

STRATEGY

The American workplace is more multicultural than ever. Behavior and even policies that may have been acceptable in a more homogenous environment are no longer tolerated. Few companies, however, have ensured that their managers and polices are informed by the multiculturalism of their staff. Your understanding of other cultures, as a manager, doesn't matter. What counts are the perceptions of your direct reports. If they feel you are insensitive, you are. Apology isn't a matter of losing face, it's a sound management tool. Every effective workplace apology must include a clear “I'm sorry” statement, an expression of regret, an acknowledgement that norms were violated, and an expression of empathy. Consider offering some form of recompense, but don't bend over too far backward. As a supervisor your sincere apology and a modest form of reparation is sufficient. Don't even try to offer an explanation: it will only weaken your apology. Instead repeat the apology, even if it isn't accepted.

TACTICS

• Attitude: Sincerity is vital. You're not apologizing for their perceptions, you're apologizing for your statements or actions. Accept that you may need to apologize more than once during the conversation and that there's no explanation that will excuse the comments or actions.

  

• Preparation: Delivering a ...