Summary
- Types and Scope of Apologies
- Elements of a Good Apology
- Who Should Deliver/Receive the Apology
- Timing Considerations
- Barriers to an Effective Apology
- Culture and Context Considerations
- Benefits of Effective Apology
- Traditional Defensive Response
- Research Findings
- Delta Airlines Crash Case
- Can Apologies Be Protected?
- Legal Considerations
- Mediator Considerations
- Motivating Apologies
Powerpoint Presentation
