analyzingapologies

what makes an effective organizational apology?

• timeliness• active (vs. passive) acceptance of

responsibility• expression of remorse/sympathy• promise of compensation

high degreelow degreeFORGIVENESSNO FORGIVENESS

Elements of Effective Apologies

• “Non-contracted denial” – overly formal, rather than informal language

• Distancing language• Qualifying language: “Well, to tell you the truth,”

“In all candor,” repeating question, too much detail

Signs of Deceptive Speech

(Pamela Meyer, Liespotting)

• Doesn’t necessarily fidget – freezes upper body

• Look in eyes too much• Withdrawn, look down, lower voice, be

quiet• “Duping delight”• Shaking head “no” when • they’re saying “yes”• Blinks more or less than normal• Points feet toward exit

Signs of Deceptive Behavior(Pamela Meyer, Liespotting)