You wouldn’t think an apology was a particularly difficult concept, would you? So why then, for many organisations and individuals, does “sorry” seem to be the hardest word?

What is it about making an apology - and getting that apology right - that's not straightforward? How do you make an apology, and what must you avoid doing for it to be effective?

This is a crucial skill for anyone, but particularly relevant for leaders, HR professionals, complaint practitioners - and especially their lawyers - to understand.

Research studies tell us that apology is a critical step in reconciliation and recovery, particularly for people who've been targeted by workplace incivility, bullying or harassment.

If an organisation refuses to apologise when it knows harm has been caused, a deliberately withheld apology can excerbate and prolong the physical and psychological harm caused by workplace bullying.

Does it matter whether an apology is sincere, or do ordered apologies still have merit in resolving the situation for the person harmed?

Is it possible to change legislation so that lawyers no longer have to tell organisations they shouldn't apologise for fear of admitting liability? The example of New South Wales in Australia shows this can be done, without the sky falling in. There's a golden opportunity in this for politicians and legislators to leave a lasting legacy of positive change - and cut their Government's legal bills as well.

In this episode, I talk to Chris Wheeler, former Deputy Ombudsman of New South Wales. He literally wrote the manual for public sector organisations giving effective apologies, and worked to introduce ground-breaking legislative changes to enable apologies to be made.

Listen now to hear from Chris about Life at the Sharp End of effective apology, and what he did in public service to ensure "sorry" isn't the hardest word.

LINKS

Contact Chris Wheeler via his website - https://www.chriswheelerconsulting.com/