The Apology Trifecta: How to Say You're Sorry the Right Way

The Apology Trifecta: How to Say You're Sorry the Right Way

By: Adele Cehrs

Apologies that are half-hearted or that come couched in caveats and rationalizations are surefire ways to lose the respect of your association's members and the public. These three rules of apologies can help your organization weather a PR crisis.

All organizations, no matter how truly noble their cause, eventually find themselves attacked. Yet there is a common misconception that good deeds alone will safeguard an organization from scrutiny. I refer to this delusion as the "fairness fallacy."...