sorry-1186962_640When you need to make an apology for something:

  • Take action sooner rather than later.
  • Don’t avoid and skirt the issue (the way politicians do when they routinely refer to their mistakes as “oversights”).
  • Think through what you want to say.
  • Phrase it carefully, write it down, and rehearse it.
  • Plan where, when, and how you’ll say it.
  • Be genuine and sincere when you express regret.
  • Take responsibility. Don’t try to justify, find a scapegoat,or shift culpability. Explain the actions to be taken going forward to prevent a repeated incident. Explain the change that you will make to remedy the wrong: “Here’s what I’m doing. . . .”
  • Make amends and reparations, and make the situation right.
  • Explain the likely penalty if you don’t carry out your commitment.