Every time you turn around, it seems there’s another CEO apologizing. But, when do apologies work? When does an apology help everyone learn, improve, and move on? What distinguished sincere apologies from the rest? I think it takes three ingredients:
- Compassion: The words and the tone convey sincere empathy.
- Coherence: The parts of the apology add up to a meaningful, informative statement and are not internally contradictory or self-cancelling.
- Credibility: The apology is …