Originally from Alternatives to the High Cost of Litigation

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Until recently the value of an apology in a business dispute has been predominantly anecdotal. Research in many disciplines seems to indicate a sincere apology—one that also accepts responsibility—can heal relationships and ameliorate damages, injuries, or losses. Research also shows it is crucial to know when and how to give an apology, since an improperly presented apology can exacerbate an already deteriorating situation.

As one of childhood’s basic lessons, we were told to apologize for the harm we did to others. Why was this important lesson abandoned along the way to adulthood?

When faced with a critical problem, a manager often reverts to making “no comment” or other such noncommital language. 

This two-part article looks at research into the value and effectiveness of obfuscation, denial, and stonewalling as viable tactics in crisis management, as compared with more conciliatory and collaborative approaches