Hi all, just a few thoughts on what makes a sincere and effective apology. It needs to be more than just the old “I'm sorry.” I'm sure you've heard that or something close to it from uncaring customer service types your whole adult life. Now sure, sometimes they are being sincere. I bet you can tell the difference right away, especially if the person you're speaking with was responsible for the problem. Sometimes, all that's needed is a simple “excuse me” like if you bump into someone in a crowd. There's no need to make it weird and awkward. What we are talking about today goes beyond the simple “excuse me.” When you cause real harm a better apology is needed. What does that look like? Let's keep it simple so it's easy to remember.
The first thing you need to do is acknowledge what you did wrong. It is probably best to do this in private. Making a show of your apology will likely have the opposite effect you are looking for. Maybe you said the wrong thing, missed a key deadline or something much more serious. It should not matter. The key is taking responsibility. If you feel there was a valid reason for your actions, explain yourself. Yes, that can be different from making excuses. To me an excuse would be blaming your actions on something unrelated. “It was raining outside so I was mad,” is not a good explanation. Now you haven't accepted responsibility, great! What's next?
Take a moment to put yourself in the other person's shoes to see how your action affected them. If you had a legitimate reason, could they see it? Acknowledge their hurt feelings and give them space and time to explain to you why it was hurtful. Rephrase back to them what they tell you in your own words to acknowledge and be sure you understand them. Don't interrupt while they are speaking. This is certainly not the time to try and get a “win.” So avoid turning it into a debate. There are two more steps.
Express remorse for your actions. This is assuming you, yourself have decided you owe the other person an apology. Hopefully, you are not being made to apologize by someone else like a boss or a parent. It's difficult to apologize for something you did not feel was wrong. If you are genuinely sorry about what happened, be sincere in expressing your regret. If the other person thinks you are not serious, there's a good chance an insincere apology will make it worse. So now you have owned up to your error, empathized with the other person and expressed regret in a sincere manner. There's only one thing left.
Promise to the best of your ability not to repeat the behavior or action that caused the problem. Think of it like this, “I won't let that happen again,” then follow through. There is little you can do to break trust faster than apologizing, agreeing not to do whatever caused the harm and then touring around to do the same thing. That is a relationship destroyer that may be impossible to ever come back from. On the other hand, a good apology can actually increase trust and understanding.
