Effective Apology: Mending Fences, Building Bridges, and Restoring Trust (Paperback)

Introduction: Apology is the First Resort

PART I PRACTICING APOLOGY
Chapter 1 The Age of Apology
Chapter 2 Why We Apologize and What It Accomplishes

PART II THE FIVE DIMENSIONS OF EFFECTIVE APOLOGY
Chapter 3 Recognition
Chapter 4 Responsibility
Chapter 5 Remorse
Chapter 6 Restitution
Chapter 7 Repetition

PART III APOLOGIZE FOR RESULTS
Chapter 8 When, Where and How to Apologize
Chapter 9 How to Accept (and Reject) an Apology
Chapter 10 Apology and Forgiveness
Chapter 11 Obstacles to Wholehearted Apology
Chapter 12 The Best Apology Possible: Ten Apology Do’s and Don’ts
Chapter 13 Talking about Apology: Frequently Asked Questions
Chapter 14 What Can I Do Now? Five Apology Practices
Notes
Acknowledgments
Index
About the Author