The Apology Impulse: How the Business World Ruined Sorry and Why We Can’t Stop Saying It

By: Cary Cooper and Sean O'Meara

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Synopsis: Saying sorry is in crisis. On one hand there are anxious PR aficionados and social media teams dishing out apologies with alarming frequency. On the other there are people and organizations who have done truly terrible things issuing much-delayed statements of mild regret. We have become addicted to apologies but immune from saying sorry. In January 2018 there were 35 public apologies from high-profile organizations and individuals. That's more than one per day. Between them, in 2017, the likes of Facebook, Mercedes Benz and United Airlines issued over 2,000 words of apologies for their transgressions. Alarmingly, the word 'sorry' didn't appear once. This perfectly timed book examines the psychology, motivations and even the economic rationale of giving an apology in the age of outrage culture and on-demand contrition. It reveals the tricks and techniques we all use to evade, reframe and divert from what we did and demonstrates how professionals do it best. Providing lessons for businesses and organizations, you'll find out how to give meaningful apologies and know when to say sorry, or not say it at all. The Apology Impulse is the perfect playbook for anyone - from social media executive through to online influencers and CEOs - who apologise way too much and say sorry far too infrequently.

Book Quality:: Publisher Quality
ISBN-13:: 9780749493219
Related ISBNs:: 9781789661552, 9780749493202
Publisher:: Kogan Page
Date of Addition:: 10/07/19
Copyrighted By:: Kogan Page Limited
Adult content:: No
Language:: English
Has Image Descriptions:: No
Categories:: Nonfiction, Business and Finance, Law, Legal Issues and Ethics, Communication
Submitted By:: Bookshare Staff
Usage Restrictions:: This is a copyrighted book.