The Apology Impulse : How the Business World Ruined Sorry and Why We Can’t Stop Saying It

책 이미지

eBook 미리보기

책 정보

· 제목 : The Apology Impulse : How the Business World Ruined Sorry and Why We Can’t Stop Saying It (Paperback)
· 분류 : 외국도서 > 경제경영 > 기업윤리/에티켓
· ISBN : 9780749493202
· 쪽수 : 360쪽
· 출판일 : 2019-10-03

- Chapter - 01: Introduction;
- Chapter - 02: Who's been apologizing and what are they sorry about?;
- Chapter - 03: The six reasons organizations apologize and the one reason they won't;
- Chapter - 04: Culture, values and consumer expectations;
- Chapter - 05: The definitive modern apology and why everyone ignored it;
- Chapter - 06: If everyone's sorry, nobody is sorry;
- Chapter - 07: How the experts apologize without saying sorry;
- Chapter - 08: Schrodinger's apology, grammatical deflections and evasions;
- Chapter - 09: Crisis fatigue and the case for rationing apologies;
- Chapter - 10: It's not about you;
- Chapter - 11: Keep trying;
- Chapter - 12: 'Forced to apologize'?;
- Chapter - 13: 'We got it wrong';
- Chapter - 14: Self-service apologies;
- Chapter - 15: Optics anxiety and apologizing for how things look;
- Chapter - 16: The true cost of corporate atonement;
- Chapter - 17: The economics of saying sorry:;
- Chapter - 18: Crisis communications and the potential for mischief;
- Chapter - 19: Apology laundering;
- Chapter - 20: Apologizing on behalf of others;
- Chapter - 21: ￡1 million in sales in four days;
- Chapter - 22: Don't mistake kindness for weakness;
- Chapter - 23: Conclusion;