Sooner or later, something will go wrong. When it does, apologize promptly and completely.
An effective apology that helps those affected cope with their loss must contain 4 key elements, which are easy to remember by the acronym COPE:
1. Ownership: Assuming responsibility
2. Contrition: I am sorry
3. Explanation: What happened and why
4. Prevention: What I am doing to prevent this from happening again
Comments (0)
You don't have permission to comment on this page.