Effective apology : mending fences, building bridges, and restoring trust /

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From Jessie Jackson to Eliot Spitzer, JetBlue to John Edwards, the news is filled with public apologies - some effective and some not so. At some point everyone needs to make an effective apology. Effective Apology is a survival guide for all of us who find a need to apologize in our business or pro...

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Bibliographic Details
Call Number:Libro Electrónico
Main Author: Kador, John
Format: Electronic eBook
Language:Inglés
Published: San Francisco, CA : Berrett-Koehler Pub., 2009.
Edition:1st ed.
Series:BK business book.
Subjects:
Corporate image.
Apologizing.
Corporations > Public relations.
Business communication.
Crisis management.
Entreprises > Image.
Excuses (Regret)
Sociétés > Relations publiques.
Communication dans l'entreprise.
Gestion de crise.
corporate image.
BUSINESS & ECONOMICS > Public Relations.
Apologizing
Business communication
Corporate image
Corporations > Public relations
Crisis management
Online Access:Texto completo (Requiere registro previo con correo institucional)
Table of Contents:
  • The age of apology
  • Why we apologize and what it accomplishes
  • Recognition
  • Responsibility
  • Remorse
  • Restitution
  • Repetition
  • When, where, and how to apologize
  • How to accept (and reject) an apology
  • Apology and forgiveness
  • Obstacles to wholehearted apology
  • The best apology possible : ten apology do's and don'ts
  • Talking about apology : frequently asked questions
  • What can I do now? Five apology practices.

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