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Effective corporate apologies don't sound like they were written by a copywriter, or written out of obligation rather than sincerity, or watered down via multiple approvers. Here’s a start: 1. Say you're sorry. 2. For what you did. 3. Show you understand why it was bad. 4. Only explain if you need to; don't make excuses. 5. Say why it won't happen again. 6. Offer to make up for it.
When I was working at the University of Arizona there was a workshop offered by the HR department on how to apologize which I took. It's a skill, with a known framework for starting, that we don't teach adults. But after that workshop, I feel like it should be mandatory, at least for people in leadership roles. Of course, the judgement on whether it is accepted is all about the follow through.
Yes to all but especially #4! If an apology begins with “I’m sorry but…” it is not an apology I care to listen.
All great points. I think the most important thing is that you show you care that something went wrong and you caused harm and you’re taking action to do everything possible to make sure it doesn’t happen again.
Sarah Kissko Hersh thanks for this. For point six I think a spokesperson should only say it if the organisation is clear on what making up for it looks like and can start to deliver on that offer that very day.
Why is this so hard?
This fits into the Care Action Perspective formula which we share with our crisis and media training delegates: show you understand the magnitude of what has happened and that you are concerned by it, show you are taking action to fix the problem and prevent it happening again, and, if appropriate, add some perspective on the issue.
So true, but no.1 seems to be increasingly rare from companies these days not wanting to take responsbility/admit liability. This is likely advice from the lawyers but comms professionals need to push back. Apologising, doing so quickly and then say what you're going to do to make it right/ensure it won't happen again, can take the heat out of most situations.
Can you put this on a cross stitch?! Maybe a pillow?? Also, to add: “I’m sorry we made you feel like X” or “I’m sorry you didn’t like Y” is not a real apology.
"Urgent Care" for Public Affairs, PR, Media, Policy. Deep experience with BH/acute hospitals, MedTech, other scrutinized sectors. Jewish nonprofit leader. Alum: UHS, Amazon, Burson, Edelman. Former LinkedIn Top Voice.
2mo7) Start actually taking actions that demonstrate remorse and will ensure that whatever happened won’t happen again.