Apology: Most Efficient Ways to Bridge the Communication Gap
In any environment that involves human interaction, there are bound to be misunderstandings. Effective communication is as much about understanding as it is about conveying the message. Tone, inflection, actions, and body language are unique to the individual who possesses them and can often be misinterpreted by others. Whether intentional or not, feelings get hurt and relationships threatened. One of the most efficient ways to bridge the communication gap is to offer a sincere apology when warranted, but it isn’t always simple. Apologizing is an art form that requires the ability to be humble and own mistakes, avoid placing blame and follow up with actions.
Strategies for Apologizing
Sincere Apologies
Determining if an apology is sincere requires an understanding of a person's or organization's approach, motivations, and intentions. Asking yourself essential questions pertaining to the who, what, when, where, why, and how. For example, who is apologizing, and it is the appropriate person to do so. Was someone else asked to deliver the apology or is it coming straight from the person or organization that should be doing the apologizing. What is this person’s or organization's motivations for apologizing and is the apology sincere or strictly based on personal gain or forceful interference? What are their reasons for apologizing and are they taking responsibility for their actions and behaviors. When did this person or organization apologize, was it within a decent time frame, and did the apology take place immediately following the incident or did they wait a long period of time and have trouble admitting to their mistake and their part. Where did the apology take place, was it during a one-on-one interaction in a quiet and professional space or did they apologize amongst others in a nonprofessional environment or setting. Was it a public apology or a private apology and which was more necessary or appropriate? Why is this apology being said, how did the person or organization apologize and what was their approach? Was the person or organization empathic to your feelings and needs and how did their body language or verbal communication influence their apology. It is also important to determine if that the person or organization apologizing for values your relationship and respects you and makes it clear that such an incident will not occur again or has taken some consideration into how the issue can be resolved both in the present and future. How was the apology delivered and was it effective and sincere in all areas examined? “As a general rule, the more central to the mission of the company the violation is and the more people it affects, the more important it is that the apology be pitch-perfect.”.
Conclusion
Group environments create misunderstandings, it is the nature of human interaction. Effective communication is as much about understanding as it is about getting a point across. Just as people are individual, tone, inflection, actions, and body language are unique to the individual as well. Unintentional misunderstandings can hurt feelings, break trust, and damage relationships. One of the most important remedies is to offer a sincere apology when warranted. Apologies should never be hollow. The individual must be humble and own mistakes, avoid placing blame and follow up with actions. Effective apologies make a world of difference in relationship building and communication in any environment.
References
- Schweitzer, M. E., Brooks, A. W., & Galinsky, A. D. (2015).
- The Organizational Apology. Harvard Business Review, 93(9), 44–15. Retrieved from http://search.ebscohost.com.contentproxy.phoenix.edu/login.aspx?direct=true&db=bth&AN=108820691&site=eds-live
