A basic tenet in constructing an effective apology is not to say too much. As author Darrel Puls says, “By limiting the scope of the apology, we enhance the probability of success.” In my own experience, it means quickly finding a period, and stopping. Finish the sentence, and wait for the response. Only after the […]

U.S. Olympics swimmer Ryan Lochte posted a statement on Instagram today, after it came to light that the armed robbery he reported in Rio last weekend wasn’t quite that. Lochte told an NBC reporter last Sunday that he’d been robbed at gunpoint, but he omitted that he and three friends had damaged a men’s bathroom […]

A recent article on CNN highlights the difference it makes to a medical patient when the offending physician/institution apologizes versus when it refuses to acknowledge its error. In the case where a woman’s son died due to hospital error, the hospital immediately apologized, explained to her how it had occurred, provided some financial compensation, and […]