Effective apology
Subtitle: mending fences, building bridges, and restoring trust
By: John Kador.
Publisher: Berrett-Koehler Publishers
Published: 2009
Place of publication: San Francisco, Calif
Language: eng
Number of pages: 288
ISBN-13: 9781576759011
Subjects: Corporate image; Apologizing; Corporations -- Public relations; Business communication; Crisis management
Notes: Includes bibliographical references and index.
Table of contents: title: The age of apology; title: Why we apologize and what it accomplishes; title: Recognition; title: Responsibility; title: Remorse; title: Restitution; title: Repetition; title: When, where, and how to apologize; title: How to accept (and reject) an apology; title: Apology and forgiveness; title: Obstacles to wholehearted apology; title: The best apology possible : ten apology do's and don'ts; title: Talking about apology : frequently asked questions; title: What can I do now? : five apology practices.