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Effective Apology: Mending Fences, Building Bridges, and Restoring Trust
     

Effective Apology: Mending Fences, Building Bridges, and Restoring Trust

by John Kador
 

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ISBN-10: 1576759016

ISBN-13: 2901576759010

Pub. Date: 05/01/2009

Publisher: Berrett-Koehler Publishers, Inc.

Politicians apologizing, celebrities needing to apologize, and business leaders failing at the attempt fill today's headliness. 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.

Overview

Politicians apologizing, celebrities needing to apologize, and business leaders failing at the attempt fill today's headliness. 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.

Product Details

ISBN-13:
2901576759010
Publisher:
Berrett-Koehler Publishers, Inc.
Publication date:
05/01/2009
Series:
Bk Business Series
Edition description:
New Edition
Pages:
273

Table of Contents

Introduction Apology Is the First Resort 1

Part I Practicing Apology 11

Chapter 1 The Age of Apology 13

Chapter 2 Why We Apologize and What It Accomplishes 29

Part II The Five Dimensions Of Effective Apology 47

Chapter 3 Recognition 49

Chapter 4 Responsibility 73

Chapter 5 Remorse 85

Chapter 6 Restitution 97

Chapter 7 Repetition 113

Part III Apologize For Results 125

Chapter 8 When, Where, and How to Apologize 127

Chapter 9 How to Accept (and Reject) an Apology 153

Chapter 10 Apology and Forgiveness 171

Chapter 11 Obstacles to Wholehearted Apology 183

Chapter 12 The Best Apology Possible: Ten Apology Do's and Dont's 203

Chapter 13 Talking About Apology: Frequently Asked Questions 213

Chapter 14 What Can I Do Now? Five Apology Practices 223

Notes 243

Acknowledgements 253

Apology Examples by Category 255

Index 261

About the Author 270

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