How to Give a Meaningful Apology at Work by Mark Goulston
In his book, Just Listen, Mark Goulston talks about how to give a strong apology. He says:
Is there someone you need to apologize to? If there is, don’t just say you’re sorry; give them a Power Apology. It has three parts:
1. Admit that you were wrong and that you’re sorry. Really own up to what you did — or failed to do. For example, “I jumped down your throat and berated you mercilessly when you didn’t get that report done on time. I was wrong to treat you that way and I am sorry.”
2. Show them you understand the effect it had on them. For instance, “And when I did that, and wouldn’t let it go, I think I made you feel cornered and probably anxious — and maybe even panicky.” You don’t need to jump to conclusions or make assumptions about what they must be feeling or thinking; just try to really put yourself in their shoes.
3. Tell them what you are going to do differently in the future so that it doesn’t happen again. [linkback]