<div style="margin: 12px 0px; font-family: arial; color: #333333; background: #ffffff; border: solid 4px #e5e5e5; width: 100%; clear: left;"><div class="CM_CTB_Content_Wrap" style="margin: 0px; padding: 0px;background-color: #ffffff;"><div style="border-bottom: solid 1px #dcdcdc; white-space: nowrap; margin-bottom: 8px; background-color: #eeeeee ;background-image: url(http://clipmarks.com/images/source-bg.gif); background-repeat: repeat-x; height: 24px; line-height: 24px; vertical-align: middle; padding-bottom: 4px; color: #666666; font-size: 10px;" ><a href="http://clipmarks.com/clip-to-blog/" title="see clips that are hot right now"><img src="http://content.clipmarks.com/blog_embed/1841b8a9-89d3-4c83-a745-52c0dde883a9/7E0F41D2-4FD1-48DB-AFE8-21ACDFDEA507/" alt="" width="19" height="19" border="0" style="vertical-align: middle; margin: 0px 4px; display: inline; border: none; float:none;" /></a>clipped from <a title="http://harvardbusinessonline.hbsp.harvard.edu/hbsp/hbo/articles/article.jsp?articleID=CA_10201&rep=true" href="http://harvardbusinessonline.hbsp.harvard.edu/hbsp/hbo/articles/article.jsp?articleID=CA_10201&rep=true" style="font-size: 11px;">harvardbusinessonline.hbsp.harvard.edu</a></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://harvardbusinessonline.hbsp.harvard.edu/hbsp/hbo/articles/article.jsp?articleID=CA_10201&rep=true"><H1>The Art of the Apology</H1></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://harvardbusinessonline.hbsp.harvard.edu/hbsp/hbo/articles/article.jsp?articleID=CA_10201&rep=true"><STRONG>Do's and don'ts</STRONG></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://harvardbusinessonline.hbsp.harvard.edu/hbsp/hbo/articles/article.jsp?articleID=CA_10201&rep=true"><STRONG>1 Find words that are clear and accurate--not provocative.</STRONG><DIV> A good apology should make the person wronged think, "Yes, she understands." Often what the offended person wants is accountability and vigilance; he wants to know that it won't happen again.</DIV></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://harvardbusinessonline.hbsp.harvard.edu/hbsp/hbo/articles/article.jsp?articleID=CA_10201&rep=true">1 Find words that are clear and accurate--not provocative.</blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://harvardbusinessonline.hbsp.harvard.edu/hbsp/hbo/articles/article.jsp?articleID=CA_10201&rep=true"><STRONG>2 Don't apologize for the wrong thing.</STRONG></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://harvardbusinessonline.hbsp.harvard.edu/hbsp/hbo/articles/article.jsp?articleID=CA_10201&rep=true"><STRONG>3 Consider the angle of approach.</STRONG></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://harvardbusinessonline.hbsp.harvard.edu/hbsp/hbo/articles/article.jsp?articleID=CA_10201&rep=true"><STRONG>4 Don't think in terms of an "expression of regret."</STRONG></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://harvardbusinessonline.hbsp.harvard.edu/hbsp/hbo/articles/article.jsp?articleID=CA_10201&rep=true"><STRONG>5 "I want to apologize" is not an apology.</STRONG></blockquote><div style="height: 2px; font-size: 2px; background: #dcdcdc; border-bottom: solid 1px #f5f5f5; margin: 2px 4px;"></div><blockquote style="text-align: left; padding: 0px 8px; margin: 4px 0px 8px 0px; background: transparent; border: none;" cite="http://harvardbusinessonline.hbsp.harvard.edu/hbsp/hbo/articles/article.jsp?articleID=CA_10201&rep=true"><FONT size="-0"><STRONG>Three sides to an apology</STRONG></FONT><BR /><DIV>So how do you build a good apology? Apologies involve three elements: Acknowledgment of a fault or an offense, regret for it, and responsibility for the offense. You can put them all together, but a sincere, effective apology need not necessarily express all three; whether it should depends on the circumstances.</DIV></blockquote></div><div style="margin: 0px 6px 6px 4px;"><table style="font-size: 11px;border-spacing: 0px;padding: 0px;" cellpadding="0" cellspacing="0" width="100%"><tr><td style="background:transparent;border-width:0px;padding:0px;">&nbsp;</td><td align="right" style="background:transparent;border-width:0px;padding:0px;width:107px" width="107"><a href="http://clipmarks.com/share/7E0F41D2-4FD1-48DB-AFE8-21ACDFDEA507/blog/" title="blog or email this clip"><img src="http://content7.clipmarks.com/images/c2b-foot.png" border="0" alt="blog it" width="107" height="17" style="border-width:0px;padding:0px;margin:0px;" /></a></td></tr></table></div></div>

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