Effective Apology: Mending Fences, Building Bridges, and Restoring Trust

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Berrett-Koehler Publishers, May 11, 2009 - Business & Economics - 264 pages
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Politicians apologizing, celebrities needing to apologize, and business leaders failing at the attempt fill today's headlines. In fact, we all have occasion to apologize. But we don't need more apologies, says John Kador. We need more effective ones that restore strained relationships, create possibilities for growth, and generate better outcomes for all.
Effective Apology challenges you to think about the fundamental value of an apology, to you and the receiver, as it explores in detail the key dimensions—what Kador calls the Five Rs—of a wholehearted apology, one that heals and renews. Kador also offers advice on how to accept or reject an apology, ten apology dos and don'ts, and a quiz to test your Apology Quotient.

The willingness to apologize signals strength, character, and integrity—real leadership is impossible without it. With over 70 examples of the good, the bad, and the ineffective apology in action, no other book combines such a practical, how-to approach with a rich analysis of what it takes to make apology work in the real world.
 

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getAbstract Book Review: Effective Apology
Mistakes and misconduct are no longer private matters. With video-sharing Web sites and the proliferation of cellphone cameras, technology can expose
every blunder and make it fodder for public opinion. Now, more than ever, it’s crucial to admit when you’ve make a mistake, earnestly say you’re sorry and back up your regret with action. John Kador explains how. He outlines the five elements of an effective apology –“recognition, responsibility, remorse, restitution and repetition” – and describes how to use them. He reinforces his suggestions with real examples of people who’ve succeeded or failed in an attempt to apologize. getAbstract recommends this book to managers in every field, and to anyone who wants to build strong relationships. And if it does not meet your needs, well, someone owes you an apology.
To learn more about this book, check out the following Web page: http://www.getabstract.com/summary/12121/effective-apology.html
 

Contents

PRACTICING APOLOGY
11
The Age of Apology
13
Why We Apologize and What It Accomplishes
29
THE FIVE DIMENSIONS OF EFFECTIVE APOLOGY
47
Recognition
49
Responsibility
73
Remorse
85
Restitution
97
Apology and Forgiveness
171
Obstacles to Wholehearted Apology
183
The Best Apology Possible Ten Apology Dos and Donts
203
Talking About Apology Frequently Asked Questions
213
What Can I Do Now? Five Apology Practices
223
Notes
243
Acknowledgments
253
Apology Examples by Category
255

Repetition
113
APOLOGIZE FOR RESULTS
125
When Where and How to Apologize
127
How to Accept and Reject an Apology
153
Index
261
About the Author
271
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