JS Tip 609: The Power of an Apology

We talked about this three years ago. The discussion still seems current.  

The First Problem: Some people don’t apologize. At all. 

The Second Problem: Some people apologize too much. 

How can we sort this out? 

We’ll discuss the first problem this week, and we’ll discuss the second problem next week.   

Some people don’t apologize at all. They think it’s undignified. They think it admits error. They think it shows weakness. 

As they say in the old country, balognik! 

We suggest—and the research shows—that a simple apology may get you out of trouble.

The University of Michigan Health System encourages its doctors to apologize for their mistakes. The system’s annual attorney fees have dropped by two-thirds and malpractice lawsuits have fallen by half.

Consider two types of apologies:

“I’m sorry this happened.” An apology of empathy. It identifies with the other person’s pain. It goes a long way in repairing broken bridges. It’s all good: it costs nothing and it builds the relationship.

“I’m sorry we made a mistake.” An apology of liability. This demonstrates honesty and accountability when you’re at fault.  

Each type is right and appropriate for its circumstances.

And sometimes, it’s just the right thing to do. 

If you’d like to learn more about this, visit www.sorryworks.net and explore their three-part approach to resolving difficulties. They serve clients across the board, from hospitals to businesses.

What are your questions? We love this stuff.