- Explores why organizations are unable to sincerely say sorry yet they apologize for trivial transgressions
- Reveals the spectrum of apologies demanded and given, including the 'fauxpology' and the 'nonpology'
- Explains the psychological reasons why people quickly demand apologies and why business are so quick to give them
- Illustrates why stage managed apologies harm businesses and their clients
- Identifies how to turn a crisis into a proper apology by delivering an honest sorry that delights customers and wins new fans.
The Apology Impulse
How the Business World Ruined Sorry and Why We Can’t Stop Saying It
Discover how we became addicted to apologies without really saying sorry, understand when and how to make meaningful amends and why respectfully holding your ground makes you better at being sorry.
Key features at a glance
EAN: 9780749493202
Edition: 1
Published:
Format: 215x138
360 pages
About the book
WINNER: American Book Fest Best Book Award 2020 - Communications/Public Relations
WINNER: NYC Big Book Award 2020 - Marketing and Public Relations
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.
About the authors
Sir Cary Cooper, CBE, is the 50th Anniversary Professor of Organizational Psychology and Health at the ALLIANCE Manchester Business School. He holds the office of president of the CIPD, the British Academy of Management, RELATE and Institute of Welfare.
Sean O'Meara is the founder and MD of Essential Content, a specialist content and PR agency. He's worked with leading organizations including The Co-Op Bank and the BBC.
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