ISBN 9781259005169,Effective Apology

Effective Apology



Tata McGraw - Hill Education

Publication Year 2011

ISBN 9781259005169

ISBN-10 125900516X


Number of Pages 284 Pages
Language (English)

Public health & preventive medicine

Effective Apology challenges you to think about the fundamental value and importance of apology as it delivers detailed advice for making an apology that truly heals and renews. Kador explores the Five Rs of apology: Recognize the wrong and the person harmed, accept moral Responsibility for your actions, express Remorse, provide meaningful Restitution, and offer assurance that the offense will not be Repeated. Making apology work in the real world when and how to apologize, in what medium, and how to make it stick is made clear through over seventy examples of good and bad apologies drawn from the news, popular culture, and the experiences of Kador, his clients, and his friends. The willingness to apologize signals strength, character, and integrity. Effective leadership is impossible without effective apology. John Kador shows how to craft and deliver a confident apology that will defuse resentment, reduce litigation, create goodwill, and transform a relationship ruptured by mistrust and disappointment into something stronger and more durable than it ever was before. Table of Contents PART I: PRACTICING APOLOGY Chapter 1 The Age of Apology Chapter 2 Why We Apologize and What It Accomplishes PART II: THE FIVE DIMENSIONS OF EFFECTIVE APOLOGY Chapter 3 Recognition Chapter 4 Responsibility Chapter 5 Remorse Chapter 6 Restitution Chapter 7 Repetition PART III: APOLOGIZE FOR RESULTS Chapter 8 When, Where, and How to Apologize Chapter 9 How to Accept (and Reject) an Apology Chapter 10 Apology and Forgiveness Chapter 11 Obstacles to Wholehearted Apology Chapter 12 The Best Apology Possible: Ten Apology Do?s and Don?ts Chapter 13 Talking About Apology: Frequently Asked Questions Chapter 14 What Can I Do Now? Five Apology Practices