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  • Margaret Page

The Art of Apology: Mastering the Key Steps

For me, causing offense is something I strive to avoid at all costs – especially given my role as an etiquette expert and business leader. That sinking feeling of realizing I've hurt someone, or worse, multiple individuals, can be disheartening. Sometimes, it's accompanied by a touch of bewilderment ("How could they interpret it that way?" or "Why would they feel that way?"). But regardless of the situation, the most effective way to mend the rift is through a sincere and genuine apology.


Apologizing is indeed an art, and for years, I stumbled in the dark. When I inadvertently caused pain, my default response was a seemingly heartfelt "I'm sorry you feel that way." Little did I know how hollow those words could sound to the person on the other end. It took considerable humility and a lot of listening to truly grasp the delicate art of apologizing. I hope you can draw wisdom from my experiences.

  1. Reflect Before You Speak: Rushing into an apology, especially when emotions are high or your remorse isn't genuine, is unwise. Take the time to gather your thoughts, ensuring that your words convey remorse without anger or blame. This might take hours, days, or even weeks, and that's perfectly acceptable. Reflect deeply on the impact of your actions, whether they were intentional or not.

  2. Choose the Right Approach: Assess whether a phone call, a written card, or a face-to-face meeting is the most suitable method for your apology. For more profound wounds, prioritize in-person conversations in neutral settings like a home, park, or a quiet restaurant.

  3. Practice Empathy: Your personal feelings take a back seat during an apology. It's time to embrace empathy. Put yourself in the other person's shoes, considering how your words or actions affected them. Whether you intended harm or not, understanding their perspective is crucial.

  4. Own Your Actions: Regardless of your intent, avoid shifting emotional responsibility to the other person. Take full accountability for your actions, refrain from making excuses, and be transparent about your mental state at the time, using it only for clarification: "I was feeling overwhelmed at work, but that doesn't excuse my actions."

  5. Validate Their Feelings: If the other person has expressed their feelings, acknowledge them. If not, use your empathetic skills to envision how they might feel. For instance, "I know you were looking forward to our time together, and I can imagine you felt disappointed and hurt when I canceled our plans."

  6. Accept the Outcome: Remember, you're responsible for making amends, but the other person isn't obliged to accept your apology. They might need time or even choose not to forgive you. Be gracious and give them the space they require.


I'd love to hear your own stories of apologies, and any valuable insights you've gleaned. Have you ever had an apology backfire? What would you do differently? Please share your thoughts in the comments so we can all learn and grow together.



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