An apology has incredible power, as Jane Genova explores in her posting Apology As Totally Disarming.
She offers tips:
1. Just observe. When anyone makes a sincere apology, we listen. I landed an assignment in the mega competitive hospitality industry by recognizing that even the most unhappy guest will be turned around by an authentic and detailed apology.
2. Give up on the cult of the self. Did it ever work? That's open to debate. But in an interconnected, volatile global economy, who can go it alone? That's why eastern philosophy of no-self is catching on rapidly. If we aren't defending the self, apology comes naturally.
3. Decide if we want to be right /appear to be right or be successful? Surrendering on this one is the necessary inner paradigm shift that makes apology possible.
4. Ignore the lawyers, initially. We can apologize in ways that won't invite legal action or strengthen the case of the opposition. After we make a decision to do a mea culpa, then we should listen to the lawyers.
5. In low-stakes transactions, try out apologizing. When we get the other's attention out there, we know we're doing it right
Other sources worth checking out:
The Lost Art of the Apology - Vol 1 (an earlier posting of mine)
The Apology Project
South Knox Bubba vs. Local Publisher (check the 94 comments)
Karl Rove: Apologize, resign or both - Dave Weinberger
Technorati "Apology"
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