Wise and practical, this is a book I would recomend to everyone - as everyone meets with the issues to be apologized for (on the both sides of the situation). Dr. Lerner is both empathic and deep enough to recognize and describe the issues related to the many and variable situations of hurt, pain, guilt, shame, hate, wrongdoings and forgiveness.
While I differ spritually in the questions of un/forgiveness (forgiveness is one of the aims I strive for), I see her reasonings and that some of her arguments are valid.
While I somehow think that her opinions concur with the nowadays "oversensitive" mentality (no offense meant), I also deeply recognize that I also need to strive to be the generous person to be able to apologize really, deeply and for my parts of the issue, and to be able to recognize the pain of the others (and mine, too).

Don't really go into this book thinking you are going to understand anyone in your personal life better (at least I didn't.) However it is a good discussion of apologizing, the different types, what it means to other people, and some hints to help YOU apologize in a way that might be better for the person on the other end. So, if you are trying to improve you interpersonal relationships, this might be for you.