Episode 5 THE SECRET POWER OF THE APOLOGY FROM THE BOSS.
And When The Boss Should Apologize in the first place.
I’m Zemira Jones and THIS is The Manager Farm PODCAST
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- When should The Boss Apologize in the first place; even is it is the President of the organization?
- The perceived loss of power and prestige can pay off big if you know how to apologize.
- The paradox of lost power AND WHY YOU WANT TO LOST IT. Stick to the end and I will give you a simple formula for an effective apology.
- The apology disaster of the BP CEO Tony Hayward after the 2010 rig explosion and oil spill.
- What is an apology when you are the boss?
- It is a midcourse correction back to a state of truth and TRUST.
The global survey asks respondents how much they trust the four institutions of. A revealing research study for 2016 and 2017.
-government,
-business,
-nongovernmental organizations and
-media
....to do what is right.
Edelman says there is a “grand illusion” at play – a lingering notion that elites continue to lead and the masses will follow.
This historic model of influence was predicated on the belief that: Elites have access to superior information.
- Their interests are interconnected with the broader public.
- That becoming “an elite” was open to all who work hard.
- A trust gap is emerging between elite and mass populations. Let’s recognize two facts about apologies at the outset:
1. ) First, we are psychologically predisposed to find reasons (or excuses) to delay or avoid saying we’re sorry.
- Apologizing feels uncomfortable and risky. That doesn’t feel good. [ It's not the crime, its the cover up]
- There’s a loss of power or face involved—it rearranges the status hierarchy and makes us beholden, at least temporarily, to the other party.
- When considering whether and how to apologize, even seasoned leaders can become gripped by indecision.
- United Airlines Chief Executive Oscar Munoz apology went wrong in every way.
Learn how not to repeat his mistakes. Never say what he said the way he said it and when he said it:
“It’s never too late to do the right thing,” Munoz said as the company began to issue mea culpas on the Tuesday after the disaster.
Learn: What You Say, When You Say It, and Who You say it to.
2.) Second, companies have a strong tendency to evaluate the situation through a legal lens
In 2003, Colorado enacted a law stating that an apology extended by a health care provider would, in any civil action, “be inadmissible as evidence of an admission of liability.” (Several other states deem expressions of sympathy inadmissible in court Most apologies are low cost—and many create substantial value.
“Truth crushed to earth shall rise again.”― William Cullen Bryant Martin Luther King said:
"No lie can live forever." We shall overcome because William Cullen Bryant is right. "Truth crushed to earth will rise again."
How to apologize:
The Formula For An Apology From The Boss...
S- Situation
B-Behavior
I-Impact
Apologies and powerful relationship builders