Timing, Responsibility and Commitment Required to Have Difficult Apologies Accepted
Red diamonds are known as the most expensive and the rarest diamond color in the world. It is Communication Intelligence’s hope that the quotes shared in this section of the magazine will be rare “finds” that will be highly valued.
“You can’t offer an effective apology to someone who is in the throes of anger or in a public situation where the conversation may cause them embarrassment. Choosing the right time and place is as critical as adopting the right tone.”
Yonason Goldson of Ethical Imperatives
“An apology is sincere only when accompanied by genuine effort to correct the damage done. You lost your temper and berated an employee publicly? Make a public apology in front of the same people who witnessed your tirade. You demanded extra work after hours? Give a day off with pay. You had to let a competent and loyal employee go? Use your contacts to help them find hopeful prospects for finding another job.”
Yonason Goldson of Ethical Imperatives
“When we don’t want to be held accountable for our actions, we offer a weak apology and hope the issue will go away.”
Yonason Goldson of Ethical Imperatives
“How many politicians and CEOs have used the phrase, ‘I take full responsibility?’ Really? Then what are the consequences? Is there actual accountability, or is it merely lip-service? These tepid responses add insult to injury, increase contempt — and erode trust.”
Yonason Goldson of Ethical Imperatives
“Leaders who communicate through eye contact, body language, facial expression, tone of voice and word choice that they empathize with the injured party earn respect despite the inevitability of pain.”
Yonason Goldson of Ethical Imperatives
“A former student came to me and respectfully described how I had not treated her compassionately or professionally. I acknowledged that she was right and apologized. I explained the reasons for my behavior
“After several months, I was still bothered by the episode. I realized that my explanation was inadequate, so I went back to her and renewed my apology with deeper conviction and without offering excuses
“She was very gracious in the way she accepted both apologies and we have remained on very good terms.”
Yonason Goldson of Ethical Imperatives
