How to Say 'I'm Sorry' at Work
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Published February 28, 2010 You messed up at work. It happens. Usually, the best recourse is to offer a simple, sincere apology and move forward. You don’t want your blunder to be the focus of too much attention.However, if you betray the trust of a colleague, a “power apology” might be in order. The phrase, coined by Dr. Mark Goulston, a Los Angeles business consultant and psychiatrist, refers to a profound apology that attempts to rebuild trust. He spells out the “four R’s” of the process in his new book, “Just Listen: Discover the Secret to Getting Through to Absolutely Anyone” (AMACOM, 2010). His formula: Remorse: Demonstrate that you know you caused harm and are truly sorry. Example: “I know I made you look bad by failing to provide the documentation you needed to make your case to buy new computers. It’s my fault the boss shot down your request and we’re all stuck with the old ones.” Restitution: Offer to make amends. Example: “I can’t undo the damage, but I can take the blame off your shoulders by telling each team member that I dropped the ball.” Rehabilitation: Show through your actions that you learned your lesson and won’t repeat the mistake or misdeed. Request forgiveness: “Don’t do this right away,” Goulston says. Earn it first. To the list of R’s, add a “P” – for patience. Goulston says it could takes months of practicing the first three “R’s” before someone can get past a serious betrayal. - Written By Dawn Klingensmith |