Done well, an apology can go a long way to restoring public trust. In this video, learn the three Rs of a complete apology.
- One fairly common reactive statement is the apology. … Done well, an apology can go a long way … to restoring public trust. … Done poorly, and your apology can make matters much worse. … Offering an apology sounds so simple. … After all, most of us were taught … how to apologize when we were children. … And yet, so many organizations botch their apologies … and make a bad situation even worse. … Let's go over the three components … that make up a complete apology for your actions. … These are also know as the three Rs of an apology: … remorse, responsibility, and repair. … When it comes to remorse, … you first need to assess whether you actually feel sorry … for the actions and outcomes. … You can't fake remorse. … Even if your audiences are outraged … and demanding that you apologize, if you only feel sorry … because your audience is mad, don't apologize. … Only apologize if you feel genuine remorse for your actions, … not for your audience's reactions. … "Sorry, but we're not sorry," that's not an apology. …
- Define crisis.
- Explain how to respond quickly and confidently.
- Identify different audiences in crisis.
- Assess technical and physical resources.
- Describe how to establish a chain of command.
- Develop hold statements.
- Identify how to avoid common crisis response mistakes.
- Review your crisis communication response.