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Post by Admin on Nov 24, 2015 8:24:39 GMT
Asking for Apology
A business apology differs from a personal apology in that it is usually given in order to retain customers, clients, and business relationships, or to win them back, whether the error was preventable or not. Professional apologies can be made in writing with a business apology letter, verbally with a phone call or visit, or both; depending on individual cases. There are some crucial elements that should be included no matter how you choose to apologize. Please explain what the elements are and give your reasons why such elements are very important (Use your own words minimum 300 words). Please relate your explanation to the ppt explanation given by group 4.
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Post by dumafitriyana on Nov 30, 2015 5:43:46 GMT
There are some important elements in apologize:  1. Say ‘”I’m sorry,” not “I apologize” The word sorry expresses remorse and sorrow for the harm caused the offended person, whereas apologize connotes regret for your actions. 2. Don’t offer excuses or explanations – Keep your apology focused on what you did, how it made the other person feel, and what you’re going to do differently in the future. Don’t try to make an excuse for your behavior or rationalize why it happened. 3. Listen –After you’ve made your apology, close your mouth and listen. Let the offended person share his/her feelings. Explain what happened 4. Explain what happened Write a full explanation of the situation as you understand it, making sure to address all the points the customer has raised. 5. Accept responsibility for your actions – If you screwed up, admit it. Don’t try to shirk your responsibility or shift the blame to someone else. Put your pride aside and own your behavior. 6. Commit to not repeating the behavior – Ultimately, an apology is only as effective as your attempt to not repeat the behavior. No one is perfect and mistakes will be made, but a sincere and earnest apology includes a commitment to not repeating the behavior that caused harm in the first place. 7. Don’t use conditional language – Get rid of the words if and but in your apologies. Saying “I’m sorry if…” is a half-ass, conditional apology that’s dependent on whether or not the person was offended. When you add the word but at the end of your apology ,you’re starting down the road of excuses for your behavior. 8. Be sincere and express empathy for how you hurt the other person – Along with saying I’m sorry, this step is critical for letting the offended person know you acknowledge, understand, and regret the hurt you caused. |
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Post by Admin on Dec 2, 2015 2:26:35 GMT
Your comments are fine and your suggestions are acceptable. Your score is 5 (A).
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Post by Tito Dwi Yuliyanto on Dec 5, 2015 11:32:11 GMT
The crucial elements that should be included when encountering an upset costumer :
1.) stay calm and cool
When encountering with a difficult customer it’s easy to lose your cool, or become defensive especially if they are angry and upset and you are under a great deal of stress yourself. If you do lose control, you will make the person even angrier and cause yourself even more stress.
2.) Remember what an upset person needs.
An angry customer needs to vent. Unfortunately, they may take their anger out on you and blame you for what happened even if it’s not your fault. Nevertheless, apologize, and let them have their say before you respond further. This will leave you in a better position to calm them down.
3.) Get comfortable with a verbal cushion
When a customer is unhappy or upset, diffuse the situation. Memorize the “verbal cushions” below so you can apply them when you need to “cushion” a customer’s anger and help you to handle the situation more effectively.
4.) Do not judge or correct.
Regardless of the situation or problem, never judge or “correct” a customer.
5.) Learn how to handle irate customers who completely lose control
What do you do when you encounter an upset customer who uses foul language? The most professional way to handle it would be to state
6.) Admit when you’re wrong
If you or someone in your organization made a mistake or did not handle a situation appropriately, say, “Please accept my apology, I was wrong.” Or, “You’re right. I apologize.” This displays good character.
7.) Be proactive in preventing problems from occurring
The very best way to handle difficult customers and situations is to prevent problems from occurring. Consider situations that can cause customer dissatisfaction. Then, think of ways to be proactive in preventing them from occurring.
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Post by shifnaraifah on Dec 9, 2015 4:52:53 GMT
Asking for Apology A business apology differs from a personal apology in that it is usually given in order to retain customers, clients, and business relationships, or to win them back, whether the error was preventable or not. Professional apologies can be made in writing with a business apology letter, verbally with a phone call or visit, or both; depending on individual cases. There are some crucial elements that should be included no matter how you choose to apologize. Please explain what the elements are and give your reasons why such elements are very important (Use your own words minimum 300 words). Please relate your explanation to the ppt explanation given by group 4. |
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Post by shifnaraifah on Dec 9, 2015 4:53:51 GMT
There are some important elements in apologize:
1.Decide on the right time and how to deliver your business apology. Face-to-face is best, but “Go Meeting” or Skype is second, then phone, then letter and finally email. The point is that professional apologies are still personal.
2.Don't assume you know what will make it right and think you are right, but be a good listener first. Let the offended person share his/her feelings. Avoid bringing your staffing shortage, management turnovers or other problems into the business apology.
3.Separate the apology and the explanation -- The apology has to stand on its own. Sometimes someone wants the other person to understand his or her intentions, the circumstances under which things happened and, most important, that it is not all his or her fault. However, he or she cannot hear this at the same time as the apology. They will hear the explanation, rather than the apology. Instead, just apologize. Get clarity that you have apologized, and make no explanations or excuses until the apology has been accepted.
4.State your regret with regards to the specific situation and how it was handled. Include the ideal way your company should have acted. You can say sorry like
I’m so / very / extremely / terribly sorry
Please don’t be mad at me I hope you can forgive me
Please accept my (sincere) apologies
But remember not to insist upon it.
5.Acknowledge the consequences of the situation, such as the recipient's business loss, inconvenience, damage or other suffering. This validates the recipient's concerns and feelings.
6.Request forgiveness in your business apology. Ask the client, customer, vendor, or other business associate to continue using your services or goods, or to continue providing you with services or goods. This gives the power back to the recipient. They get to decide if the business relationship will continue.
7.Explain to the apology recipient how you plan to prevent the situation from happening again. You are assuring them they won't have to go through this problem in the future, so keep it honest. Don't make a promise your business cannot stand behind.
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Post by Nurulislamiyah on Dec 12, 2015 4:36:39 GMT
Apologies are important in any society and children are taught to say “I’m sorry” pretty much as soon as they are capable of constructing a full sentence.There are some important elements in apologize:
1. Accept responsibility for your actions – If you screwed up, admit it. Don’t try to shirk your responsibility or shift the blame to someone else. Put your pride aside and own your behavior. This first step is crucial to restoring trust with the person you offended.
2. Say ‘”I’m sorry,” not “I apologize” – What’s the difference? The word sorry expresses remorse and sorrow for the harm caused the offended person, whereas apologize connotes regret for your actions.
3.Listen – This is perhaps the most important point of the eight and one that’s often overlooked. After you’ve made your apology, close your mouth and listen. Let the offended person share his/her feelings, vent, cry, yell, laugh, scream…whatever. Acknowledge the person’s feelings (“I understand you’re upset”…”I see I disappointed you”…”I know it was hurtful”)
4.Don’t offer excuses or explanations – Keep your apology focused on what you did, how it made the other person feel, and what you’re going to do differently in the future. Don’t try to make an excuse for your behavior or rationalize why it happened.
5.Commit to not repeating the behavior – an apology is only as effective as your attempt to not repeat the behavior. No one is perfect and mistakes will be made, but a sincere and earnest apology includes a commitment to not repeating the behavior that caused harm in the first place
6.Keep calm and always using polite language.
it means that when the customers have a problem or the receptionist has a problem they can say in polite language for example:pardon me,we are so sorry.in this level we should understand every word that used with whom we speak,and when we use polite language,enjoy language
that are best elements apologise that used in the hotel area.the point to apologise someone we should understand with whom we speak.
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Post by corneliaaghita30 on Dec 13, 2015 16:36:00 GMT
There are some important elements in apologize:
1. Accept responsibility for your actions, It means: Don’t try to shirk your responsibility or shift the blame to someone else. Put your pride aside and own your behavior.
2. Say ‘”I’m sorry,” not “I apologize”, it means: The word sorry expresses remorse and sorrow for the harm caused the offended person, whereas apologize connotes regret for your actions. There’s a big difference between the two.
3. Be sincere and express empathy for how you hurt the other person. It means: Along with saying I’m sorry, this step is critical for letting the offended person know you acknowledge, understand, and regret the hurt you caused. Make it short and simple
4. Don’t use conditional language, it means: Get rid of the words if and but in your apologies. Saying “I’m sorry if…” is a half-ass, conditional apology that’s dependent on whether or not the person was offended. When you add the word but at the end of your apology, you are starting down the road of excuses for your behavior.
5. Don’t offer excuses or explanations, it means: Keep your apology focused on what you did, how it made the other person feel, and what you’re going to do differently in the future. Don’t try to make an excuse for your behavior or rationalize why it happened. If there is a valid reason that explains your behavior, it will likely come out during the apology discussion. But let the other person go there first, not you.
6. Listen, it means: This is perhaps the most important point of the eight and one that’s often overlooked. After you’ve made your apology, close your mouth and listen. Let the offended person share his/her feelings, vent, cry, yell, laugh, and scream.
7. Commit to not repeating the behavior, it means: Ultimately, an apology is only as effective as your attempt to not repeat the behavior.
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Post by Wilda Isna on Dec 15, 2015 7:58:08 GMT
There are some important elements in apologize:
1. Be sincere and express empathy for how you hurt the other person. It means: Along with saying I’m sorry, this step is critical for letting the offended person know you acknowledge, understand, and regret the hurt you caused. Make it short and simple
2. Don’t use conditional language, it means: Get rid of the words if and but in your apologies. Saying “I’m sorry if…” is a half-ass, conditional apology that’s dependent on whether or not the person was offended. When you add the word but at the end of your apology, you are starting down the road of excuses for your behavior.
3. Don’t offer excuses or explanations, it means: Keep your apology focused on what you did, how it made the other person feel, and what you’re going to do differently in the future. Don’t try to make an excuse for your behavior or rationalize why it happened. If there is a valid reason that explains your behavior, it will likely come out during the apology discussion. But let the other person go there first, not you.
4. Listen, it means: This is perhaps the most important point of the eight and one that’s often overlooked. After you’ve made your apology, close your mouth and listen. Let the offended person share his/her feelings, vent, cry, yell, laugh, and scream.
5. Commit to not repeating the behavior, it means: Ultimately, an apology is only as effective as your attempt to not repeat the behavior.
Do not judge or correct.
Regardless of the situation or problem, never judge or “correct” a customer.
6.) Learn how to handle irate customers who completely lose control
What do you do when you encounter an upset customer who uses foul language? The most professional way to handle it would be to state
7.) Admit when you’re wrong
If you or someone in your organization made a mistake or did not handle a situation appropriately, say, “Please accept my apology, I was wrong.” Or, “You’re right. I apologize.” This displays good character.
8.) Be proactive in preventing problems from occurring
The very best way to handle difficult customers and situations is to prevent problems from occurring. Consider situations that can cause customer dissatisfaction. Then, think of ways to be proactive in preventing them from occurring.
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Post by Admin on Dec 15, 2015 11:08:36 GMT
There are some important elements in apologize: 1. Be sincere and express empathy for how you hurt the other person. It means: Along with saying I’m sorry, this step is critical for letting the offended person know you acknowledge, understand, and regret the hurt you caused. Make it short and simple 2. Don’t use conditional language, it means: Get rid of the words if and but in your apologies. Saying “I’m sorry if…” is a half-ass, conditional apology that’s dependent on whether or not the person was offended. When you add the word but at the end of your apology, you are starting down the road of excuses for your behavior. 3. Don’t offer excuses or explanations, it means: Keep your apology focused on what you did, how it made the other person feel, and what you’re going to do differently in the future. Don’t try to make an excuse for your behavior or rationalize why it happened. If there is a valid reason that explains your behavior, it will likely come out during the apology discussion. But let the other person go there first, not you. 4. Listen, it means: This is perhaps the most important point of the eight and one that’s often overlooked. After you’ve made your apology, close your mouth and listen. Let the offended person share his/her feelings, vent, cry, yell, laugh, and scream. 5. Commit to not repeating the behavior, it means: Ultimately, an apology is only as effective as your attempt to not repeat the behavior. Do not judge or correct. Regardless of the situation or problem, never judge or “correct” a customer. 6.) Learn how to handle irate customers who completely lose control What do you do when you encounter an upset customer who uses foul language? The most professional way to handle it would be to state 7.) Admit when you’re wrong If you or someone in your organization made a mistake or did not handle a situation appropriately, say, “Please accept my apology, I was wrong.” Or, “You’re right. I apologize.” This displays good character. 8.) Be proactive in preventing problems from occurring The very best way to handle difficult customers and situations is to prevent problems from occurring. Consider situations that can cause customer dissatisfaction. Then, think of ways to be proactive in preventing them from occurring. Ok,your work is ok now.You deserve the score of 4 because there are many "you" in the answer |
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Post by Fitri Rahayu on Jan 18, 2016 5:46:01 GMT
We have to consider some crucial elements when we want to make an apologize professionally:
The first, make sure how you are going to make an apologize. It is very important that you plan and prepare for your apology in order to maximize the possibilities of it being a positive experience for both you and the person you wronged.
The second, making apologize as quickly as possible for avoiding the worst problem that can create bad condition. It is better for you to look at the person in the eye and offer a direct apology. Say “ I am sorry” is appropriate rather than “I apologize”, because the word “sorry” can ascertain your sincerity and express an empathy.
The third, eliminate the word "if." This is most likely to be received as a second insult even though this is not your intention.
The fourth, you should not give any excuses. Much as it's tempting, refrain from giving an excuse for the offending action. Excuses dilute the strength of your genuine regret and shift the focus away from the needs of the aggrieved party to your own need to save face.
The fifth, Make it brief. Belaboring the apology is a natural effect that stems from our anxiety in having to confront an unpleasant issue. Be aware when this happens so you can stop yourself. When you express genuine regret, you don't have to use too many words. The longer you talk, the more you're likely to weaken the impact of your apology.
The sixth, admit your fault and promise not to repeat the behavior. Explain clearly what have you did and don’t blame someone else. You should discuss and correct your mistake. If you can offer a customer a free or bonus service as compensation for the mistake, do so. If you can fix the mistake by redoing some work, do so. If you do not know how to fix the mistake, ask the person for ideas on how to fix it.
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Post by sintanurs on Jan 18, 2016 6:45:09 GMT
There are some important elements in apologize
You may remember this type of apology , for example,you say, “I’m sorry.”
It isn’t sincerely felt or expressed by you and the one receiving this apology senses the emptiness and insincerity of it. This is more of a mindless act of obedience to authority than it is a sincere apology for your actions.
Give a detailed account of the situation
The key here is to be extremely specific and avoid talking in any generalities. Let them know that you absolutely understand precisely what happened and why they are upset about it.
2. Acknowledgement of the hurt or damage done
Validate their feelings by letting them know that you truly understand why what you did hurt them so deeply. You may even let them know that, if the shoe were on the other foot, you would feel the exact same way.
3. Take responsibility for the situation
Don’t be defensive or offer excuses for what happened. The goal here is to let them know that you clearly understand that it was your behavior that caused them this pain.
4. Include a statement of regret
Make sure you sincerely say the words “I’m sorry” and “I apologize.” Few things will break through the cold defenses of the offended party quicker than the sound of hearing the honest and sincere delivery of those words.
5. Promise that it won't happen again and ask for forgiveness
Promising that it will not happen again is a key component that allows you both to look forward. It also lets the other party know that you value them and want them in your future. And asking for forgiveness shows them that you accept the responsibility for your actions and gives them the power to take the next step in the healing process.
An effective and meaningful apology will build your character and, as a result, can often help to bring people even closer together by healing damaged feelings.
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Post by sintanurs on Jan 18, 2016 6:46:26 GMT
There are some important elements in apologize
You may remember this type of apology , for example,you say, “I’m sorry.”
It isn’t sincerely felt or expressed by you and the one receiving this apology senses the emptiness and insincerity of it. This is more of a mindless act of obedience to authority than it is a sincere apology for your actions.
1. Give a detailed account of the situation
The key here is to be extremely specific and avoid talking in any generalities. Let them know that you absolutely understand precisely what happened and why they are upset about it.
2. Acknowledgement of the hurt or damage done
Validate their feelings by letting them know that you truly understand why what you did hurt them so deeply. You may even let them know that, if the shoe were on the other foot, you would feel the exact same way.
3. Take responsibility for the situation
Don’t be defensive or offer excuses for what happened. The goal here is to let them know that you clearly understand that it was your behavior that caused them this pain.
4. Include a statement of regret
Make sure you sincerely say the words “I’m sorry” and “I apologize.” Few things will break through the cold defenses of the offended party quicker than the sound of hearing the honest and sincere delivery of those words.
5. Promise that it won't happen again and ask for forgiveness
Promising that it will not happen again is a key component that allows you both to look forward. It also lets the other party know that you value them and want them in your future. And asking for forgiveness shows them that you accept the responsibility for your actions and gives them the power to take the next step in the healing process.
An effective and meaningful apology will build your character and, as a result, can often help to bring people even closer together by healing damaged feelings.
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Post by pipinardiningsih on Jan 19, 2016 13:48:35 GMT
All complaints require special attention, although sometimes the complaints are not so important. To be able to identify the extent to which the complaint-needed special touches of excellent service hotel clerk. If the hotel ignore these complaints, over time where the hotel can be destroyed.
The touch of excellent service in handling guest complaints as follows:
1. If the guest is very angry in submitting a complaint, then the officer should not be provoked and participated angry, but listen attentively and to feel empathy guests who complained. If necessary isolate a place of quiet, so the hotel guests do not know the other.
2. Officers do not make promises to please guests, would be fatal if it promises not fulfilled. Give thorough attention to the problems complained of, if necessary, as often as possible using the guest's name.
3. Make a note and write a special note in the section, suppose there are guests who have a complaint section Home Office, it is written in the Front Office Log Book. Write events chronologically or problems based on the facts, by asking guests to speak slowly, so that the problems can be well written and clear.
4. Determine the appropriate period of time to help solve the problem, if necessary, slightly exceeded the time when solving the problem is too complicated.
5. Always monitor or monitor progress in addressing the problem, so guests do not feel neglected in handling complaints
6. If the issue has been resolved properly, please contact the guest to explain the steps that have been taken and the cause of the problem
7. If necessary Leader Hotel, delivered a letter of apology for the problems that have occurred in the hotel. This is done in order to show concern and goodwill of the hotel as well as to lure guests to feel appreciated, so that next time the guest will be back to stay at this hotel.
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Post by septianhp on Jan 20, 2016 6:45:42 GMT
There are some elements which are important for saying apology, it can be said like a five-step process, easily remembered with the acronym H.E.A.R.D:
• Hear
• Empathize
• Apologize
• Resolve
• Diagnose
1) Hear
Just as the hotel manager did in James’ story, let the customer tell their entire story without interruption. Often when we’re upset, we just need someone to listen.
2) Empathize
Empathy is one of the most critical customer service skills you can possess. It’s the ability to deeply understand the thoughts and emotions of your customer, and making sure that they know that, too.
You can use phrases like “I’d be upset too” or “I can see why you’d be frustrated.”
3) Apologize
As long as it’s sincere, you can’t apologize enough for screwups. Say “I’m sorry
In one study at the Carey School of Business at Arizona State University, 37% of customers were satisfied with service recovery when they were offered something of monetary value (e.g., a refund or credit). But when the business added an apology on top of the compensation, satisfaction doubled to 74%.
4) Resolve
Resolve the issue quickly. This can only be done if your employees have the authority to do what it takes in terms of compensation, so make sure you’re empowering your team to act.
If you’re not sure exactly what sort of compensation or resolution would be appropriate, ask the customer:
What can I do to make this right?
By showing an eagerness to do right by them, you can begin to bridge the gap between your customer’s dissatisfied state and where you want them to be.
5) Diagnose
Once the customer is satisfied, get to the bottom of why the mistake occurred, without blaming anyone.
It’s easy to let angry customers walk out the door after you make a mistake. And sometimes, they’re going to leave no matter what you do to try and keep them. But successful businesses know that service recovery is one of the most important elements in customer retention. By following a few simple steps, you can turn upset customers into loyal, happy ones.
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Post by diniratna on Jan 25, 2016 5:33:07 GMT
Apologies are tools with which we acknowledge violations of social expectations or norms, take responsibility for the impact of our actions on others, ask their forgiveness, and by doing so, repair ruptures in our relationships, restore our social standing, and ease feelings of guilt.
Make a list of points you would mention before you continue reading. When you’re compiled your list, check key #4 to see how many of the necessary points you identified. Here are the five key ingredients an effective apology should have:
1. I am so incredibly sorry…
2. …I didn’t make it to your birthday party last night.
3. I had a terrible day and was in such a bad mood I just went to bed—but there’s no excuse for not showing up and for not even calling to tell you I wasn’t coming.
4. I can only imagine how (a) upset and (b) hurt, (c) disappointed, and (d) angry you must feel. (e) I know how much work you put into the party. (f) You must have been wondering when I would show up and (g) where I was. (h) I’m sure people asked you where I was and (i) I feel terrible for putting you in such an awkward and embarrassing position. I hope you weren’t worried (j) and that you were able to enjoy yourself but I feel awful that my (k) selfish behavior affected your (l) mood, (m) your night, or (n) the party in any way. I am so sorry I (o) wasn’t there for you as a friend should be and that I (p) wasn’t at your side to celebrate your birthday.
5. I know it might take you a while, but I just hope you’ll be able to forgive me.
Although it might seem intimidating to ‘own up’ to bad behavior so completely, doing so will not only help mend important relationships and ease feelings guilt, but taking responsibility and doing the right thing can feel extremely empowering. That said, be aware that effective apologies and especially empathy statements require practice, so plan for a learning curve
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Post by Septiya Riska Nafitri on Jan 28, 2016 5:55:02 GMT
There are some important elements in apologize
1. A clear 'I'm sorry' statement.
2. An expression of regret for what happened.
3. An acknowledgment that social norms or expectations were violated.
4. An empathy statement acknowledging the full impact of our actions on the other person.
5. A request for forgiveness.
This may seem like a lot, and sometimes we don't want to apologize because it hurts our pride, but so long as you're going to do it we might as give it our best shot. Sometimes we feel reluctant to apologize and do it quickly so it all can end, but that doesn't really so the any of the pain caused or feel genuine. If we're sorry, mean it. If we skip over the difficult acknowledgments and honest remorse or neglect to make your statement clear, we may as well not apologize at all.
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Post by fitrirahayu on Jan 28, 2016 22:59:51 GMT
We have to consider some crucial elements when we want to make an apologize professionally:
The first, make sure how you are going to make an apologize. It is very important that you plan and prepare for your apology in order to maximize the possibilities of it being a positive experience for both you and the person you wronged.
The second, making apologize as quickly as possible for avoiding the worst problem that can create bad condition. It is better for you to look at the person in the eye and offer a direct apology. Say “ I am sorry” is appropriate rather than “I apologize”, because the word “sorry” can ascertain your sincerity and express an empathy.
The third, eliminate the word "if." This is most likely to be received as a second insult even though this is not your intention.
The fourth, you should not give any excuses. Much as it's tempting, refrain from giving an excuse for the offending action. Excuses dilute the strength of your genuine regret and shift the focus away from the needs of the aggrieved party to your own need to save face.
The fifth, Make it brief. Belaboring the apology is a natural effect that stems from our anxiety in having to confront an unpleasant issue. Be aware when this happens so you can stop yourself. When you express genuine regret, you don't have to use too many words. The longer you talk, the more you're likely to weaken the impact of your apology.
The sixth, admit your fault and promise not to repeat the behavior. Explain clearly what have you did and don’t blame someone else. You should discuss and correct your mistake. If you can offer a customer a free or bonus service as compensation for the mistake, do so. If you can fix the mistake by redoing some work, do so. If you do not know how to fix the mistake, ask the person for ideas on how to fix it.
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Post by anjayani on Jan 29, 2016 11:58:46 GMT
Apologizing helps repair relationships by getting people talking again, and makes them feel comfortable with each other again. A sincere apology allows you to let people know you're not proud of what you did, and won't be repeating the behavior. That lets people know you're the kind of person who is generally careful not to hurt others, and puts the focus on your better virtues, rather than on your worst mistakes. People make mistakes all the time. Not just bad or weak people; all of us. We are walking offenders, but our mistakes are what make us human. Even when we don’t think we’ve made a mistake, other people will often find errors in our ways. Apologies is important because intractable conflicts generate such deep and searing emotions. Even after the fighting stops, people still feel the pain, hurt, anger, fear, and hatred that produced the conflict and its horrors in the first place. Without apology and forgiveness, people remain locked in the value systems that produced the conflict. Little progress beyond a ceasefire can be made. An apology is a powerful means of reconciliation and restoring trust. However, sometimes even well-intentioned apologies can exacerbate a conflict. It may be helpful to consider what elements to include in a statement of apology to make it most effective and constructive.
Not all elements apply to all situations. Some of the most common considerations include the following:
1. A common understanding of the exact substance and nature of the offense, or perceived offense. (Example: “Yesterday on the telephone, I said….”)
2. Recognition of responsibility or accountability on the part of the one who offended.
(Example: “I could have chosen other words.” “I spoke without thinking.”)
3. Acknowledgement of the pain or embarrassment that the offended party experienced.
(Example: “It’s understandable that was upsetting to you.” “If someone had said that to me, I would not have liked it, either.” But not, “I’m sorry you’re so easily hurt.”)
4. A judgment about the offense. (Example: “I was insensitive.” “What I did was wrong.”)
5. A statement of regret. (Example: “I’m sorry I used those words.”)
6. An indication of future intentions. (Example: “In the future, I will try to think about the impact of my words before speaking.” “I hope we can have a relationship of mutual respect.”)
Sometimes it is helpful to include an explanation of why the perceived offender acted in this way, but it’s important not to reiterate the offense or to give a flippant excuse or defensive justification. (Example: “What I did was a poor attempt at humor.” But not, “When I’m mad, I can say anything but I don’t really mean it.”)
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Post by anjayani on Jan 29, 2016 11:59:08 GMT
Apologizing helps repair relationships by getting people talking again, and makes them feel comfortable with each other again. A sincere apology allows you to let people know you're not proud of what you did, and won't be repeating the behavior. That lets people know you're the kind of person who is generally careful not to hurt others, and puts the focus on your better virtues, rather than on your worst mistakes. People make mistakes all the time. Not just bad or weak people; all of us. We are walking offenders, but our mistakes are what make us human. Even when we don’t think we’ve made a mistake, other people will often find errors in our ways. Apologies is important because intractable conflicts generate such deep and searing emotions. Even after the fighting stops, people still feel the pain, hurt, anger, fear, and hatred that produced the conflict and its horrors in the first place. Without apology and forgiveness, people remain locked in the value systems that produced the conflict. Little progress beyond a ceasefire can be made. An apology is a powerful means of reconciliation and restoring trust. However, sometimes even well-intentioned apologies can exacerbate a conflict. It may be helpful to consider what elements to include in a statement of apology to make it most effective and constructive.
Not all elements apply to all situations. Some of the most common considerations include the following:
1. A common understanding of the exact substance and nature of the offense, or perceived offense. (Example: “Yesterday on the telephone, I said….”)
2. Recognition of responsibility or accountability on the part of the one who offended.
(Example: “I could have chosen other words.” “I spoke without thinking.”)
3. Acknowledgement of the pain or embarrassment that the offended party experienced.
(Example: “It’s understandable that was upsetting to you.” “If someone had said that to me, I would not have liked it, either.” But not, “I’m sorry you’re so easily hurt.”)
4. A judgment about the offense. (Example: “I was insensitive.” “What I did was wrong.”)
5. A statement of regret. (Example: “I’m sorry I used those words.”)
6. An indication of future intentions. (Example: “In the future, I will try to think about the impact of my words before speaking.” “I hope we can have a relationship of mutual respect.”)
Sometimes it is helpful to include an explanation of why the perceived offender acted in this way, but it’s important not to reiterate the offense or to give a flippant excuse or defensive justification. (Example: “What I did was a poor attempt at humor.” But not, “When I’m mad, I can say anything but I don’t really mean it.”)
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Post by uswatululya on Jan 30, 2016 8:52:03 GMT
Apologies are important in any society, but we have to know the manners of apology. We have to consider some key elements when we want to make an apologize professionally:
1.The first ting that you have to d is Say sorry. for example, "I'm very sorry for / that ..." or "Please accept my sincere apology". because, The word sorry expresses remorse and sorrow for the harm caused the offended person.
2.Accept responsibility for your actions . The person who did the wrong needs to take full responsibility for their behavior. If you make a mistake, admit it. Don’t try to shirk your responsibility or shift the blame to someone else.
3.Listen . This is perhaps the most important point of the whole element, after you have made your apology. listen to her/his, keluhan, problem.
4.Don’t offer excuses or explanations. Keep your apology focused on what you did, how it made the other person feel, and what you’re going to do differently in the future. Don’t try to make an excuse for your behavior or rationalize why it happened.
5.The fifth element is a commitment to avoiding such behavior in the future. The person giving the apology needs to address that fear by committing to do their very best not to return to that behavior.
6.Lastly, the sixth element is sincerity. The overall spirit of the apology needs to communicate honesty and earnestness.
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Septiya Riska Nafitri
Guest
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Post by Septiya Riska Nafitri on Jan 31, 2016 0:18:24 GMT
There are some important elements in apologizing
1. A clear 'I'm sorry' statement. This is the most important statement to apology to someone. But we can use the another expressions such as I am very sorry (stronger), I’m really/so/terribly sorry, I apologize for…, Please forgive me, Please, accept my apology, Please accept my sincere apology, Will you forgive me, please?, I'm very sorry for / that ..., I apologize if I ..., My regret , Your inconvenient is our regret, Inconvenient is regretted.
2. An expression of regret for what happened. We forgive to someone it means that we regret what we have done with the person or in other words we do mistake to him. For example “ I regret because I don’t do the presentation well”.
3. An acknowledgment that social norms or expectations were violated. To make sure that we apologize to someone sincerely, we should say expectations violated or . for example “ I hope you can forgive me and I promise I will do my best or I will try not to do mistake anymore.
4. An empathy statement acknowledges the full impact of our actions on the other person. Emphaty is an action t that we do to understand the other’s feeling or desire. When we do mistake to someone, it means that he or she feel dissapointed to us, so we have to understand her/ his feeling (empathy). For example I understand that you feel dissapointed to me because I can’t do my presentation well.
5. A request for forgiveness. In the beginning we have said I’m sorry and in the end of our apolgy we apologize to her/ him anymote to make sure that we do sincerely. For example, please accept my sincere apology.
So we wants to forgive to someone, we have to know the important elements in apologizing. It is one example from beginning till the end of apologizing “I am very sorry.I regret because I don’t do the presentation well. I hope you can forgive me and I promise I will do my best and I will try not to do mistake anymore. And I understand that you feel dissapointed to me because I can’t do my presentation well. So, please accept my sincere apology
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