Kador, John.
Effective apology : mending fences, building bridges, and restoring trust / John Kador. - 1st ed. - San Francisco. : Berrett-Koehler Publishers, 2009. - 273 p. ; 22 cm. - A BK business book . - BK business book. .
Includes bibliographical references (p. 243-251) and index.
The age of apology -- Why we apologize and what it accomplishes -- Recognition -- Responsibility -- Remorse -- Restitution -- Repetition -- When, where, and how to apologize -- How to accept (and reject) an apology -- Apology and forgiveness -- Obstacles to wholehearted apology -- The best apology possible : ten apology do's and don'ts -- Talking about apology : frequently asked questions -- What can I do now? Five apology practices.
9781576759011 1576759016
2009002120
GBA930828 bnb
014937859 Uk
Corporate image.
Apologizing.
Corporations--Public relations.
Business communication.
Crisis management.
HD59.2 / .K34 2009
659.2
Effective apology : mending fences, building bridges, and restoring trust / John Kador. - 1st ed. - San Francisco. : Berrett-Koehler Publishers, 2009. - 273 p. ; 22 cm. - A BK business book . - BK business book. .
Includes bibliographical references (p. 243-251) and index.
The age of apology -- Why we apologize and what it accomplishes -- Recognition -- Responsibility -- Remorse -- Restitution -- Repetition -- When, where, and how to apologize -- How to accept (and reject) an apology -- Apology and forgiveness -- Obstacles to wholehearted apology -- The best apology possible : ten apology do's and don'ts -- Talking about apology : frequently asked questions -- What can I do now? Five apology practices.
9781576759011 1576759016
2009002120
GBA930828 bnb
014937859 Uk
Corporate image.
Apologizing.
Corporations--Public relations.
Business communication.
Crisis management.
HD59.2 / .K34 2009
659.2
