The Power of the Apology and Avoiding Lawsuits
The Power of the Apology and Avoiding Lawsuits
Presented on Wednesday, April 19, 2017
Discover the when, why, and how to make an apology during this half-hour online presentation.
There are two categories of action one faces when dealing with a significant problem that warrants a full apology. First is the operational response and second is the communication response.
Both are critical, and mishandling either one can turn a problem into a disaster, even a fatal one.
Using case studies and research, this online session reveals why a partial apology is worse than no apology at all, how to avoid lawsuits with an apology, why offering up any excuse negates the apology, when apologies are appropriate, and how to make a full apology. You will learn how to:
- Acknowledge the error
- Take full responsibility
- Explain without excuses
- Tell how the problem will be addressed in the future
- Communicate until after the issue is resolved
- Know when not to say you're sorry.
Speaker:
Melanie K Goetz
Hughes & Stuart Communications, Centennial, CO
Hughes & Stuart Communications, Centennial, CO
Melanie K. Goetz is a speaker, consultant, and author with more than three decades of marketing and public relations experience in the water industry. She is the author of the American Water Works Association’s Communicating Water's Value: Talking Points, Tips & Strategies and the recently released Communicating Water’s Value Part 2: Stormwater, Wastewater & Watersheds.
