Apology-in-business.pptx
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APOLOGY An apology is an expression of regret or remorse for actions.
APOLOGIZING - the act of expressing regret or remorse.
BUSINESS - the act of expressing regret or remorse.
APOLOGY IN BUSINESS A business apology can be directed at customers, co-workers, bosses, and employees, really anyone you encounter in a professional setting.
When you are at fault, you may build goodwill by admitting that fact forth-rightly. However, apologies may have legal implications, so some organizations prefer that apologies mot be issued to customers or the public. Think about your audience and the organizational culture in deciding whether to apologize explicitly.
•
No explicit apology is necessary if the error is small and if you are correcting the mistake.
•
Do not apologies when you are not at fault.
•
When you apologize, do it early, briefly, and sincerely. Apologize only once early in the message. Let the reader move on to other, more positive information.
EXAMPLE SITUATION: Negative : I'm sorry that I could not answer your question sooner. I had to wait until the sales figures for the second quarter were in.
Better: (neutral or bad news): we needed the sales figures for the second quarter to answer your question. Now that there in, I can tell you that. Better: (good news) : The news advertising campaign is as success. The sales figures for the second quarter are finally in, and they show that..
Negative: I'm sorry that the chairs will not be ready by August 25 as promised. Better: Due to a strike against the manufacturer, the desk chairs you ordered will not be ready until November. Do you want to keep that order, or would you like to look at the models available from other suppliers. Negative: I'm sorry I didn’t answer your better sooner. I hope that my delay hasn’t inconvenienced you. Better: I'm sorry I didn’t answer your letter sooner.
SUMMARY OF KEY Positive Emphasis – means focusing on the positive rather than the negative aspects of situation. •
Avoid negative words and words with negative connotations.
•
State information positively. Focus on what the reader can do rather than on what you won’t or can let the reader do.
•
Justify negative information by giving a reason or linking it to reader benefit.
•
If the negative is truly unimportant, omit it.
•
Put the negative information t=in the middle and present it compactly.
Hidden Negatives - words that are not negative in themselves but become negative in context. Tone for business writing - business like but not stiff, friendly but not phony, confident but not arrogant, polite but not groveling.
GUIDELINES TO HELP YOU ACHIEVE THE TONE YOU WANT. •
Use courtesy titles for people outside your organization whom you don’t know well.
•
Be aware of the power implications of the words you use.
•
When the stakes are low, be straightforward.
APOLOGIZING - the act of expressing regret or remorse.
BUSINESS - the act of expressing regret or remorse.
APOLOGY IN BUSINESS A business apology can be directed at customers, co-workers, bosses, and employees, really anyone you encounter in a professional setting.
When you are at fault, you may build goodwill by admitting that fact forth-rightly. However, apologies may have legal implications, so some organizations prefer that apologies mot be issued to customers or the public. Think about your audience and the organizational culture in deciding whether to apologize explicitly.
•
No explicit apology is necessary if the error is small and if you are correcting the mistake.
•
Do not apologies when you are not at fault.
•
When you apologize, do it early, briefly, and sincerely. Apologize only once early in the message. Let the reader move on to other, more positive information.
EXAMPLE SITUATION: Negative : I'm sorry that I could not answer your question sooner. I had to wait until the sales figures for the second quarter were in.
Better: (neutral or bad news): we needed the sales figures for the second quarter to answer your question. Now that there in, I can tell you that. Better: (good news) : The news advertising campaign is as success. The sales figures for the second quarter are finally in, and they show that..
Negative: I'm sorry that the chairs will not be ready by August 25 as promised. Better: Due to a strike against the manufacturer, the desk chairs you ordered will not be ready until November. Do you want to keep that order, or would you like to look at the models available from other suppliers. Negative: I'm sorry I didn’t answer your better sooner. I hope that my delay hasn’t inconvenienced you. Better: I'm sorry I didn’t answer your letter sooner.
SUMMARY OF KEY Positive Emphasis – means focusing on the positive rather than the negative aspects of situation. •
Avoid negative words and words with negative connotations.
•
State information positively. Focus on what the reader can do rather than on what you won’t or can let the reader do.
•
Justify negative information by giving a reason or linking it to reader benefit.
•
If the negative is truly unimportant, omit it.
•
Put the negative information t=in the middle and present it compactly.
Hidden Negatives - words that are not negative in themselves but become negative in context. Tone for business writing - business like but not stiff, friendly but not phony, confident but not arrogant, polite but not groveling.
GUIDELINES TO HELP YOU ACHIEVE THE TONE YOU WANT. •
Use courtesy titles for people outside your organization whom you don’t know well.
•
Be aware of the power implications of the words you use.
•
When the stakes are low, be straightforward.
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