Effective Apology

by Kador, John

• ISBN13: 9781576759011
• ISBN10: 1576759016
• Format: Trade Paper
• Copyright: 2009-05-04
• Publisher: Berrett-Koehler Publishers

Summary

The news is flooded with stories of people apologizing. But we don't need more apologies, says John Kador, we need better ones. Too many people just go through the motions. They completely miss tapping into the transformative power of apology to restore strained relationships, create possibilities for growth, and generate better outcomes for all. Arguing that apology is a sign of strength, not weakness Kador details what he calls the five R's of effective apology. And he uses over seventy examples of good and bad apologies, drawn from the news, popular culture, and how own experiences, to show how to make apology work in the real world: when and how to apologize, in what medium, and how to make it stick. Apology, Kador demonstrates, is a critical skill, one that can defuse resentment, free the heart from shame, create goodwill, reduce litigation, and transform a relationship ruptured by mistrust and disappointment into something stronger and more durable than it ever was before.

Author Biography

John Kador is the author of sixteen books, including The Manager's Book of Questions, Charles Schwab: How One Company Beat Wall Street and Reinvented the Brokerage Industry, and Net Ready: Strategies for Success in the Economy (with John Sifonis and Amir Hartman).

Table of Contents

Introduction Apology Is the First Resort	p. 1
Practicing Apology	p. 11
The Age of Apology	p. 13
Why We Apologize and What It Accomplishes	p. 29
The Five Dimensions Of Effective Apology	p. 47
Recognition	p. 49
Responsibility	p. 73
Remorse	p. 85
Restitution	p. 97
Repetition	p. 113
Apologize For Results	p. 125
When, Where, and How to Apologize	p. 127
How to Accept (and Reject) an Apology	p. 153
Apology and Forgiveness	p. 171
Obstacles to Wholehearted Apology	p. 183
The Best Apology Possible: Ten Apology Do's and Dont's	p. 203
Talking About Apology: Frequently Asked Questions	p. 213
What Can I Do Now? Five Apology Practices	p. 223
Notes	p. 243
Acknowledgements	p. 253
Apology Examples by Category	p. 255
Index	p. 261
About the Author	p. 270
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