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The Apology Impulse – Cary Cooper and Sean O’Meara

The Apology Impulse (2019) reveals how corporations have cheapened the act of saying sorry. These... View more

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The Apology Impulse (2019) reveals how corporations have cheapened the act of saying sorry. These days, apologies are issued to customers for any perceived slight, with the sheer quantity making them meaningless. At the same time, corporations offer weak, jargon-filled fauxpologies in situations where real apologies are required. To save the apology, corporations need to learn how to say sorry wholeheartedly but only when strictly necessary.

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