Transform Talks presents: Sorry needn’t be the hardest word. The art of apologising, why apologies are important and what often goes wrong.
This blog was first published by our friends over at Transform Communications, based on their earlier event, their Transform Talk.
We run a series of events called Transform Talks where we bring the most up-to-date thought leaders to Bradford on Avon to share deep, interesting and useful business insights. While we’re really missing hosting live events, we’re filling the gap with a series of live webinars.
We were honoured to welcome apology expert Nick Wright as our guest last week. Nick has had a stellar career in reputation management and internal communications – working with some of the UK’s biggest businesses and government departments often during times of potential crises.
He knows more than most on the power of an apology. But is also very aware of the risks that mean people avoid apologising. Today, together with co-founders Guy Corbet and Sue Stapely, he runs the Apology Clause, who campaign relentlessly for the introduction of an Apology Act.
Keep scrolling for the full webinar recording and key takeaways from Transform Talks #8.
Watch the recording
- Too often firms are advised to put their own safety first, and say nothing out of fear.
- However, there is an opportunity to enhance reputation by giving good apologies.
- Without an apology, victims can feel that theincident was their fault. Saying sorry can make a real difference to those who have suffered.
- An apology holds the ability to help victims psychologically and physically. Psychologically: you feel better. Physically: your blood pressure goes down.
- Speed is important. But it is never too late to apologise.
- Good leaders will apologise no matter what their advisors or lawyers tell them.
The anatomy of an apology
- Express regret
- Explain what went wrong
- Acknowledge responsibility
- Declare repentance
- Offer repair
- Request forgiveness
Professor Roy Lewicki, Ohio State University’s Fisher College of Business.
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