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Questions to Pose in an Apology
3 Questions to Answer in an Apology
22 Jul 2019
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Trust is not as fragile as people think — it can be rebuilt. And that process starts with a good apology. A strong apology can make or break a company when it’s facing a reputational crisis, according to Sandra J. Sucher, a professor at Harvard Business School, and Shalene Gupta, a research associate at Harvard Business School. When crafting a public apology, companies should answer three questions. The first is "Do we tell the truth?" Doing so can instill confidence in your audience, and lets them know you know what went wrong. The second…
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