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Effective apology: mending fences, building bridges, and restoring trust

John Kador
Resource Type:
E-Book
Edition:
1st ed.
Publication:
San Francisco. : Berrett-Koehler Publishers, 2009
Related Series:
BK business book
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HD59.2 .K34 2009eb Ask at the Service Desk Single User Access

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Summary:
Politicians apologizing, celebrities needing to apolotize, and business leaders failing at the attempt fill today's headlines. In fact, we all have occassion to apologize. But we don't need more apologies, says John Kador. We need more effectives ones that restore strained relationships, create possibilities for growth, and generate better outcomes for all. Effective Apology challenges you to think about the fundamental value of an apology, to you and the receiver, as it explores in detail the key dimensions - what Kador calls the Five Rs - of a wholehearted apology, one that heals and renews. Kador also offers advice on how to accept or reject an apology, ten apology dos and don'ts, and a quiz to test your Apology Quotient. The willingness to apologize signals strength, character, and integrity - real leadership is impossible without it. With over 70 examples of the good, the bad, and the ineffective apology in action, no other book combines such a practical, how-to approach with a rich analysis of what it takes to make apology work in the real world. -- from back cover.
Table of Contents:
  • The age of apology
  • Why we apologize and what it accomplishes
  • Recognition
  • Responsibility
  • Remorse
  • Restitution
  • Repetition
  • When, where, and how to apologize
  • How to accept (and reject) an apology
  • Apology and forgiveness
  • Obstacles to wholehearted apology
  • The best apology possible : ten apology do's and don'ts
  • Talking about apology : frequently asked questions
  • What can I do now? Five apology practices.
Author/Creator:
Kador, John
Languages:
English
Language Notes:
Item content: English
Main Work:
Effective apology: mending fences, building bridges, and restoring trust [by Kador, J.]
Related Series:
BK business book
Subjects:
Corporate image
Apologizing
Corporations — Public relations
Business communication
Crisis management
General Notes:
Includes bibliographical references (pages 243-251) and index.
Description based on print version record.
Physical Description:
1 online resource.
Call Numbers:
HD59.2 .K34 2009eb
ISBNs:
9781605091396 (electronic bk.)
1605091391 (electronic bk.)
9781576759011 [Invalid]
1576759016 [Invalid]
OCLC Numbers:
449521239
Other Control Numbers:
EBC483752 (source: MiAaPQ)
[Unknown Type]: ybp3072431