Meaningful Apologies Make a Difference
I’m sorry. My fault. Whoops, my bad. It’s a given – mistakes will happen, especially in the corporate environment. We’ve all done it. Missed an important e-mail, been rude to a co-worker or boss, messed something up for a client. However, to many, it is how you apologize that is the more important issue. Unfortunately, most people don’t understand how to apologize effectively. The word “apologize” does not seem to have a consistent meaning to most, and many will spend a lot of effort on pseudo-apologies that dodge responsibility (“I’m sorry you were offended”), deflect focus (“I’m sorry, but we’ve been under a lot of pressure lately”), or just insult the injured party (“I’m sorry you didn’t understand the point we were trying to make”).
Effective apologies should acknowledge the real problem and the part you or your business played in it. It should state clearly what you or your company did wrong, and recognize the inconvenience or hardship it may have caused. Finally, it should express your sincere regret and assure all involved that the issue will not happen again.
Other ways to ensure that your apologies are sincere and heartfelt include: Eliminate the word “if”: When someone issues an apology that includes “if I have offended you,” they might as well be saying “I don’t see how I could have offended you, but if you are overly sensitive and have been offended, then I guess I’ll issue an apology.” This is usually received as a second insult even though it isn’t the intention. Don’t give excuses: Excuses tend to dilute the strength of your genuine regret and shift the focus to your own need to save face. Make it brief: When you express sincere remorse, you don’t have to use too many words. The longer you talk, the more you are likely to weaken the impact of your apology.
Although apologizing can be a nerve-racking and unpleasant experience, it is a necessary and vital solution to sustaining relationships. It’s even been indicated that apologizing is a less expensive way to maintain clients. According to the Nottingham School of Economics, studies showed that more than twice the number of unhappy customers are willing to forgive a company that issues an apology over one who offers them a monetary compensation.
Apologizing is a simple skill to acquire, and yet is one that isn’t usually taught. Be sure to take the time to learn, as the benefits are evident in both our professional and personal lives. This will create positive workplace culture.
Source: http://www.dexmedia.com/blog/anatomy-corporate-apology-infographic/?bdls=35440 https://www.americanexpress.com/us/small-business/openforum/articles/draft-apology-post/
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