ISBN:

• 9781576759011
• 1576759016

Edition: First edition.

Description: 273 pages ; 22 cm.

Notes: Includes bibliographical references (pages 243-251) and index.

Contents:

• 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.

LCCN: 2009002120

Control Number: 482039

Series:

• A BK business book
• BK business book.

Subjects:

• Apologizing.
• Business communication.
• Corporate image.
• Corporations -- Public relations.
• Crisis management.