Cary Cooper, Sean O'Meara

The Apology Impulse

How the Business World Ruined Sorry and Why We Can't Stop Saying It

• Broschiertes Buch

Produktbeschreibung

Discover how we became addicted to apologies without really saying sorry, understand when and how to make meaningful amends and why respectfully holding your ground makes you better at being sorry.

Produktdetails

• Creating Success
• Verlag: Kogan Page
• Artikelnr. des Verlages: 10999
• Seitenzahl: 360
• Erscheinungstermin: 3. Oktober 2019
• Englisch
• Abmessung: 216mm x 143mm x 30mm
• Gewicht: 450g
• ISBN-13: 9780749493202
• ISBN-10: 0749493208
• Artikelnr.: 56517456

Autorenporträt

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.

Inhaltsangabe

• • 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;

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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;