Page 143 - The Voice of Authority

Apology, Plus Attack
“Well, I apologize for not e-mailing the meeting agenda to
everyone ahead of time. Bill, Jean—did you have something
you were particularly interested in having on there? Was
there something you’re not prepared to discuss because you
didn’t see this ahead of time? If so, we can postpone the
meeting and reconvene tomorrow when you’re more pre-
pared.”
Translation: You people are making a big deal out of a very
trivial issue undeserving of an apology. Why are you try-
ing to embarrass me? I can make you feel very small for
bringing this up.

annual attorney fees, malpractice lawsuits, and notices of
intent to sue have fallen dramatically.
An admission of wrong-
doing isn’t always appro-
priate, of course. But you Failure to admit mis-
can express regret over a sit- takes leads to outrage.
uation, results, or an out- Failure to express con-
come no matter who or cern leads to bitterness.
what caused it. Survivors, even dying
Failure to admit mistakes victims, forgive mis-
leads to outrage. Failure to takes; they don’t forgive
express concern leads to bit- unconcern.
terness. Survivors, even dy-
ing victims, forgive mis-
takes; they don’t forgive unconcern.
Concern connects people. In whatever situation—from
product recall to layoffs to employee illness to accident vic-
tims to stressed colleagues—there’s tremendous power in
communicating your concern. When logic causes a lapse
in the relationship, emotion closes the gap.

Are You Concerned and Connected? 131