The Apology Impulse

How the Business World Ruined Sorry and Why We Can't Stop Saying It
1. Auflage 2019
ISBN: 978-1-78966-034-0
Verlag: Kogan Page

Buch, Englisch, 360 Seiten, Format (B × H): 146 mm x 222 mm, Gewicht: 676 g

WINNER: American Book Fest Best Book Award 2020 - Communications/Public Relations
WINNER: NYC Big Book Award 2020 - Marketing and Public Relations

Saying sorry is in crisis. On one hand there are anxious PR aficionados and social media teams dishing out apologies with alarming frequency. On the other there are people and organizations who have done truly terrible things issuing much-delayed statements of mild regret.

We have become addicted to apologies but immune from saying sorry.

In January 2018 there were 35 public apologies from high-profile organizations and individuals. That's more than one per day. Between them, in 2017, the likes of Facebook, Mercedes Benz and United Airlines issued over 2,000 words of apologies for their transgressions. Alarmingly, the word 'sorry' didn't appear once.

This perfectly timed book examines the psychology, motivations and even the economic rationale of giving an apology in the age of outrage culture and on-demand contrition. It reveals the tricks and techniques we all use to evade, reframe and divert from what we did and demonstrates how professionals do it best. Providing lessons for businesses and organizations, you'll find out how to give meaningful apologies and know when to say sorry, or not say it at all.

The Apology Impulse is the perfect playbook for anyone - from social media executive through to online influencers and CEOs - who apologise way too much and say sorry far too infrequently.

Autoren/Hrsg.

Cooper, Cary

O'Meara, Sean

Fachgebiete

• Wirtschaftswissenschaften Betriebswirtschaft Unternehmensorganisation, Corporate Responsibility Corporate Social Responsibility (CSR), Nachhaltiges Wirtschaften
• Wirtschaftswissenschaften Betriebswirtschaft Management
• Geisteswissenschaften Philosophie Angewandte Ethik & Soziale Verantwortung Wirtschaftsethik, Unternehmensethik
• Wirtschaftswissenschaften Betriebswirtschaft Unternehmensorganisation, Corporate Responsibility Unternehmensethik

Inhaltsverzeichnis

Chapter - 01: Introduction; Chapter - 02: Who's been apologizing and what are they sorry about?; Chapter - 03: The six reasons organizations apologize and the one reason they won't; Chapter - 04: Culture, values and consumer expectations; Chapter - 05: The definitive modern apology and why everyone ignored it; Chapter - 06: If everyone's sorry, nobody is sorry; Chapter - 07: How the experts apologize without saying sorry; Chapter - 08: Schrödinger's apology, grammatical deflections and evasions; Chapter - 09: Crisis fatigue and the case for rationing apologies; Chapter - 10: It's not about you; Chapter - 11: Keep trying; Chapter - 12: 'Forced to apologize'?; Chapter - 13: 'We got it wrong'; Chapter - 14: Self-service apologies; Chapter - 15: Optics anxiety and apologizing for how things look; Chapter - 16: The true cost of corporate atonement; Chapter - 17: The economics of saying sorry:; Chapter - 18: Crisis communications and the potential for mischief; Chapter - 19: Apology laundering; Chapter - 20: Apologizing on behalf of others; Chapter - 21: £1 million in sales in four days; Chapter - 22: Don't mistake kindness for weakness; Chapter - 23: Conclusion;

Über Autor(innen)

O'Meara, Sean
Sean O'Meara is a public relations and user experience consultant from Nottinghamshire, England. He founded the 'remote-first' digital communications consultancy Essential Content in 2015 and has more than 15 years' experience of working remotely. He lives in Stockport, Greater Manchester, UK.

Cooper, Cary
Sir Cary Cooper, CBE, is the 50th Anniversary Professor of Organizational Psychology and Health at the ALLIANCE Manchester Business School. Based in Macclesfield, UK, he is also the Chair of the National Forum for Health and Wellbeing at Work.

He was President of the CIPD, the British Academy of Management, RELATE and Institute of Welfare. He has been voted the Most Influential HR Thinker by HR Magazine and is a Fellow of the American Academy of Management.

He is President of the British Academy of Management, is a Companion of the Chartered Management Institute and one of the first UK based Fellows of the (American) Academy of Management. He is also the President of the Institute of Welfare and Chair of the UK's Academy of Social Sciences.

He is a leading commentator on workplace issues and wellbeing, having authored and edited numerous books and articles on the subject, as well as being a frequent contributor to national newspapers, TV and radio.

He was made a Commander of the British Empire (CBE) by the Queen in 2001 for his contribution to occupational health, and awarded a Knighthood by the Queen in 2014 for his contribution to the social sciences.

Sir Cary Cooper, CBE, is the 50th Anniversary Professor of Organizational Psychology and Health at the ALLIANCE Manchester Business School. He holds the office of president of the CIPD, the British Academy of Management, RELATE and Institute of Welfare.

Sean O'Meara is the founder and MD of Essential Content, a specialist content and PR agency. He's worked with leading organizations including The Co-Op Bank and the BBC.