The Apology Impulse

Discover how we became addicted to apologies without really saying sorry, understand when and how to make meaningful amends and why respectfully holding your ground makes you better at being sorry.

Chapter - 01: Introduction; Chapter - 02: Who's been apologizing and what are they sorry about?; Chapter - 03: The six reasons organizations apologize and the one reason they won't; Chapter - 04: Culture, values and consumer expectations; Chapter - 05: The definitive modern apology and why everyone ignored it; Chapter - 06: If everyone's sorry, nobody is sorry; Chapter - 07: How the experts apologize without saying sorry; Chapter - 08: Schroedinger's apology, grammatical deflections and evasions; Chapter - 09: Crisis fatigue and the case for rationing apologies; Chapter - 10: It's not about you; Chapter - 11: Keep trying; Chapter - 12: 'Forced to apologize'?; Chapter - 13: 'We got it wrong'; Chapter - 14: Self-service apologies; Chapter - 15: Optics anxiety and apologizing for how things look; Chapter - 16: The true cost of corporate atonement; Chapter - 17: The economics of saying sorry:; Chapter - 18: Crisis communications and the potential for mischief; Chapter - 19: Apology laundering; Chapter - 20: Apologizing on behalf of others; Chapter - 21: GBP1 million in sales in four days; Chapter - 22: Don't mistake kindness for weakness; Chapter - 23: Conclusion;