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The Art of the Apology

October 1, 2004
Related Topics: Behavioral Training, Featured Article
Business, to borrow a phrase from Love Story author Erich Segal, means never having to say you're sorry. But that thinking is changing, as some companies teach employees when and how to apologize. The right amount of contrition can significantly reduce the cost of settling lawsuits, and may even convince unhappy customers, irked business partners or resentful ex-employees not to sue at all.
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