During Our Apology
- Take responsibility instead of making excuses or being defensive, or worse, accusing the other person subtly.
- When words touch an emotional wound, we don’t need to delve deep and try to clear our name. Feelings are different from facts, and we can forget about an objective discussion now.
- Be genuine in your words, body language, vocal pitch and facial pitch. Try to talk face-to-face and not by text or email.
- Make a case for the mistake not happening again by educating yourself, and then reassuring the hurt person.
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