Much has been written about apologies and how they can be effective in resolving conflict. However, two recent events spurred me to tackle this important topic once again and identify lessons that apply to conflict resolution.
First, I listened to a terrific podcast of the CBC radio program “Under the Influence” with Terry O’Reilly. He is a master storyteller and devoted this episode of his terrific series to corporate apologies used by corporations strategically as part of a public relations plan to redeem themselves in the eyes of their public. He described four specific situations in which corporations (Johnson & . . . [more]