Having heard a really interesting theory from American pyschologist Harriet Lerner recently. She said the #1 most important part of issuing an apology is that you must under no circumstances, except that the other party will accept it.
This led me on a bit of an investigation about what elements make up a genuine apology – as opposed to one crafted purely to save face. And so I made a podcast around the topic.
Merely expressing regret is not an apology.
Taking too long (common with companies when a public accident occurs)
Saying “Mistakes were made by both sides” (=apology + blame)
Not acknowledging the full extent of the mistakes and the pain caused.
Not making amends (attempt to reverse the situation or compensate).
No measures to prevent in future.
There’s definitely an art to a great apology.