The Art of Apology
"When you are a leader, most things that go wrong are not directly your fault, but they are always your responsibility. The art of apology can make the difference between lost trust and ruined reputations.
- Be personal. Assume personal responsibility rather than simply act as a spokesperson for the institution you represent.
- Be focused. Address specific acts or mistakes as well as impacted parties, so it is clear that you understand the ramifications of what went wrong.
- Be genuine. Convey in both words and tone honest remorse and atonement for mistakes made and any resulting damage caused.
- Make no excuses. Avoid shifting blame, minimizing harm, or whitewashing a bad situation.
- Act swiftly. The sooner an apology is given, the better the chance the apology will be accepted by those who count.
- Be comprehensive. Get all the facts out, admit all known shortcomings, and clearly articulate what has yet to be determined.
- Prevent recurrences. Articulate an action plan to correct what went wrong and to make sure the same problem doesn't recur (p. 70-72)."
Please share a time when you needed to apologize and how you went about making the apology.
From: Botelho, E. L; & Powell, K.R. (2018). The ceo next door: the four behaviors that transform ordinary people into world-class leaders. New York: Currency