The 6 elements of an effective apology

http://www.eurekalert.org/pub_releases/2016-04/osu-t6e041116.php

Public Release: 12-Apr-2016
The 6 elements of an effective apology, according to science
'Acknowledgment of responsibility' is most important
Ohio State University

There are six components to an apology - and the more of them you include when you say you're sorry, the more effective your apology will be, according to new research.

But if you're pressed for time or space, there are two elements that are the most critical to having your apology accepted.

"Apologies really do work, but you should make sure you hit as many of the six key components as possible," said Roy Lewicki, lead author of the study and professor emeritus of management and human resources at The Ohio State University's Fisher College of Business.

In two separate experiments, Lewicki and his co-authors tested how 755 people reacted to apologies containing anywhere from one to all six of these elements:

1. Expression of regret

2. Explanation of what went wrong

3. Acknowledgment of responsibility

4. Declaration of repentance

5. Offer of repair

6. Request for forgiveness

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"Our findings showed that the most important component is an acknowledgement of responsibility. Say it is your fault, that you made a mistake," Lewicki said.

The second most important element was an offer of repair.

"One concern about apologies is that talk is cheap. But by saying, 'I'll fix what is wrong,' you're committing to take action to undo the damage," he said.

The next three elements were essentially tied for third in effectiveness: expression of regret, explanation of what went wrong and declaration of repentance.

The least effective element of an apology is a request for forgiveness. "That's the one you can leave out if you have to," Lewicki said.

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