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Author Kador, John.
Title Effective apology : mending fences, building bridges, and restoring trust / John Kador.
Imprint San Francisco, Calif. : Berrett-Koehler Pub., c2009.
Edition 1st ed.
Book Jacket
 9th Floor of the Library  HD 59.2 K34 2009    IN LIBRARY
Descript. 273 p. ; 22 cm.
Series A BK business book.
BK business book.
Bibliog. Includes bibliographical references and index.
Subject Corporate image.
Corporations -- Public relations.
Business communication.
Crisis management.
ISBN 9781576759011
Table of Contents
Introduction.Apology is the First Resort1
Pt. I Practicing Apology11
Ch. 1 The Age of Apology13
Ch. 2 Why We Apologize and What it Accomplishes29
Pt. II The Five Dimensions of Effective Apology27
Ch. 3 Recognition49
Ch. 4 Responsibility73
Ch. 5 Remorse85
Ch. 6 Restitution97
Ch. 7 Repetition113
Pt. III Apologize for Results125
Ch. 8 When, Where, and How to Apologize127
Ch. 9 How to Accept (and Reject) an Apology153
Ch. 10 Apology and Forgiveness171
Ch. 11 Obstacles to Wholehearted Apology183
Ch. 12 The Best Apology Possible: Ten Apology Do's and Don'ts203
Ch. 13 Talking About Apology: Frequently Asked Questions213
Ch. 14 What Can I Do Now? Five Apology Practices223
 Apology Examples by Category255
 About the Author270

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