Sometimes an apology is warranted, but saying “I’m sorry” isn’t the best way to do it. While this phrase should always be considered when pondering an apology, sometimes other phrases will actually be more helpful to the particular situation. Consider this article from a business school professor, Stop saying “I’m sorry” at work–and use these 3 phrases instead, says Wharton psychologist.
He recommends statements that practice accountability while suggesting solutions to help move things forward, rather than dwelling on past mistakes. For example, intsead of saying “I’m sorry for being late,” say, “Thanks for your patience.”
The point is to be willing to apologize when you’ve made a mistake, and to think carefully about how to word your apology so that it attempts to repaire the relationship.