Apologize the Right Way

"With corporate credibility sinking to new lows, managers in the spotlight are stonewalling, denying, and taking the Fifth. Hardly any of them has admitted they did anything wrong or expressed a note of remorse," writes Mike France, in his article "The Mea-culpa Defense" (BusinessWeek, August 26, 2002). France acknowledges that some of the silence may be induced at an attorney's advice, but he also asserts that much ill will can be averted with just a little bit of sincere humility.However, business leaders should follow some guidelines for issuing apologies when apologies are obviously due: Apologize quickly because the longer the delay, the more insincere/forced the apology appears. Apologize with authority. Don't leave the apology up to an HR or public relations manager; the mea culpa should come from the top. Clearly acknowledge the ethical guideline, law or standard that has been violated, and assure the recipient(s) of adherence in the future. Bravely admit the wrongdoing in plain English without legalese and company-speak and accept the consequences.

Data: BusinessWeek