The Apology Impulse
How the Business World Ruined Sorry and Why We Can’t Stop Saying It
by Cary Cooper; Sean O'Meara
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Pub Date Oct 03 2019 | Archive Date Oct 28 2019
Kogan Page Ltd | Kogan Page
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Description
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.
Available Editions
| EDITION | Other Format |
| ISBN | 9780749493202 |
| PRICE | $21.99 (USD) |
| PAGES | 352 |
Featured Reviews
Librarian 296405
Just. Fantastic. A truly great book reveals a facet of the world - in this case Corporate apologies - that you see often but never truly knew the Matrix facts behind. They are 'the world that has been pulled over your eyes', a 'splinter in your mind'. Evasive, weasley, Schroeder cat type apologies (that exist until you look at them closely) , damaging knee-jerk apologies that hurt the company and refuse to say a real sorry that facilitate healing. I remember saying a few times that I would trust a politician who said a real and proportionate sorry. It's the same for a company.
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