Effective Apology

Zusatztext This book gives you the essentials for crafting apologies that work at work. John Kador shares some of the practical! proven approaches to apology that every manager should master. Lee Iacocca! former Chairman and CEO! Chrysler Motors Corp. Nothing about apology is easy. But this vital! optimistic book helps us transform setbacks into opportunities for rebuilding relationships based on accountability and transparency. Christine Comaford! CEO! Mighty Ventures! and author of the New York Times bestseller Rules for Renegades Effective Apology is the sort of book I wish I'd read years agothe definitive guide to using two simple words--I'm sorry--to improve our lives and ennoble our world. Daniel H. Pink! author of A Whole New Mind Informationen zum Autor McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide Klappentext There's nothing easy about apology. The news is filled with examples of leaders apologizing, needing to apologize, or failing miserably at the attempt. And certainly we all have occasion to apologize ourselves maybe more often than we realize. But we don't need more apologies, says John Kador we need better ones. Too many people just go through the motions, missing out on the power of apology to restore strained relationships, create possibilities for growth, and generate better outcomes for all. Effective Apology challenges you to think about the fundamental value and importance of apology as it delivers detailed advice for making an apology that truly heals and renews. Kador explores the Five Rs of apology: Recognize the wrong and the person harmed, accept moral Responsibility for your actions, express Remorse, provide meaningful Restitution, and offer assurance that the offense will not be Repeated. Making apology work in the real world when and how to apologize, in what medium, and how to make it stick is made clear through over seventy examples of good and bad apologies drawn from the news, popular culture, and the experiences of Kador, his clients, and his friends. The willingness to apologize signals strength, character, and integrity. Effective leadership is impossible without effective apology. John Kador shows how to craft and deliver a confident apology that will defuse resentment, reduce litigation, create goodwill, and transform a relationship ruptured by mistrust and disappointment into something stronger and more durable than it ever was before. I'm sorry, I never apologize, the CEO said to me. The speaker was the chief executive of a well-known, publicly traded software company. It was at that moment that I decided to write the book you are holding. The CEO had called me to help him with a speech. His company was getting hammered for launching a marketing campaign that, in its implementation, was more exuberant than strictly legal. He needed a speech to defuse the situation. I had written a number of speeches for him, and now he asked me what he could say to handle the crisis. Let's see. Someone in your company made a mistake. Everyone knows it was a mistake. Why not admit it, say you're sorry, and tell the world what you're going to do to fix the problem? The CEO would have none of it. I'm sorry, I never apologize. Why is it so hard for leaders to apologize? I've written dozens of speeches for senior executives and until recently most would rather gargle with razor blades than say, simply and directly, I made a mistake. I'm sorry. Given the prevailing attitudes about apology and leadership, there is nothing surprising in this. No doubt, too, the CEO had a team of attorneys on speed dial whose job it was to caution him about the costs, legal and otherwise, of apologizing. But these attitudes ...

Autorentext

McGraw-Hill authors represent the leading experts in their fields and are dedicated to improving the lives, careers, and interests of readers worldwide

Klappentext

There's nothing easy about apology. The news is filled with examples of leaders apologizing, needing to apologize, or failing miserably at the attempt. And certainly we all have occasion to apologize ourselves maybe more often than we realize. But we don't need more apologies, says John Kador we need better ones. Too many people just go through the motions, missing out on the power of apology to restore strained relationships, create possibilities for growth, and generate better outcomes for all. Effective Apology challenges you to think about the fundamental value and importance of apology as it delivers detailed advice for making an apology that truly heals and renews. Kador explores the Five Rs of apology: Recognize the wrong and the person harmed, accept moral Responsibility for your actions, express Remorse, provide meaningful Restitution, and offer assurance that the offense will not be Repeated. Making apology work in the real world when and how to apologize, in what medium, and how to make it stick is made clear through over seventy examples of good and bad apologies drawn from the news, popular culture, and the experiences of Kador, his clients, and his friends. The willingness to apologize signals strength, character, and integrity. Effective leadership is impossible without effective apology. John Kador shows how to craft and deliver a confident apology that will defuse resentment, reduce litigation, create goodwill, and transform a relationship ruptured by mistrust and disappointment into something stronger and more durable than it ever was before.

Zusammenfassung
Politicians apologizing, celebrities needing to apologize, and business leaders failing at the attempt fill today’s headlines. In fact, we all have occasion to apologize. But we don’t need more apologies, says John Kador. We need more effective 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.

Leseprobe
ldquo;I’m sorry, I never apologize,” the CEO said to me. The speaker was the chief executive of a well-known, publicly traded software company. It was at that moment that I decided to write the book you are holding.

The CEO had called me to help him with a speech. His company was getting hammered for launching a marketing campaign that, in its implementation, was more exuberant than strictly legal. He needed a speech to defuse the situation. I had written a number of speeches for him, and now he asked me what he could say to handle the crisis.

Let’s see. Someone in your company made a mistake. Everyone knows it was a mistake. Why not admit it, say you’re sorry, and tell the world what you’re going to do to fix the problem?

The CEO would have none of it. “I’m sorry, I never apologize.”

Why is it so hard for leaders to apologize? I’ve written dozens of speeches for senior executives and until recently most would rather gargle with razor blades than say, simply and directly, “I made a mistake. I’m sorry.” Given the prevailing attitudes about apology and leadership, there is nothing surprising in this. No doubt, too, the CEO had a team…