Apology Impulse: How the Business World Ruined Sorry and Why We Can't Stop Saying It
"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 addic...
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| Main Authors: | , |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
London
KoganPage
[2020]
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| Subjects: | |
| Online Access: | Image |
| Summary: | "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"-- |
| Physical Description: | IX, 339 Seiten |
| ISBN: | 9780749493202 9781789660340 |
Staff View
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| 505 | 8 | |a 01: Introduction; 02: Who's been apologizing and what are they sorry about?; 03: The six reasons organizations apologize and the one reason they won't; 04: Culture, values and consumer expectations; 05: The definitive modern apology and why everyone ignored it; 06: If everyone's sorry, nobody is sorry; 07: How the experts apologize without saying sorry; 08: Schrödinger's apology, grammatical deflections and evasions; 09: Crisis fatigue and the case for rationing apologies; 10: It's not about you; 11: Keep trying; 12: 'Forced to apologize'?; 13: 'We got it wrong'; 14: Self-service apologies; 15: Optics anxiety and apologizing for how things look; 16: The true cost of corporate atonement; 17: The economics of saying sorry:; 18: Crisis communications and the potential for mischief; 19: Apology laundering; 20: Apologizing on behalf of others; 21: £1 million in sales in four days; 22: Don't mistake kindness for weakness; 23: Conclusion | |
| 520 | 3 | |a "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"-- | |
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| author | Cooper, Cary 1940- O'Meara, Sean |
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| author_facet | Cooper, Cary 1940- O'Meara, Sean |
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| contents | 01: Introduction; 02: Who's been apologizing and what are they sorry about?; 03: The six reasons organizations apologize and the one reason they won't; 04: Culture, values and consumer expectations; 05: The definitive modern apology and why everyone ignored it; 06: If everyone's sorry, nobody is sorry; 07: How the experts apologize without saying sorry; 08: Schrödinger's apology, grammatical deflections and evasions; 09: Crisis fatigue and the case for rationing apologies; 10: It's not about you; 11: Keep trying; 12: 'Forced to apologize'?; 13: 'We got it wrong'; 14: Self-service apologies; 15: Optics anxiety and apologizing for how things look; 16: The true cost of corporate atonement; 17: The economics of saying sorry:; 18: Crisis communications and the potential for mischief; 19: Apology laundering; 20: Apologizing on behalf of others; 21: £1 million in sales in four days; 22: Don't mistake kindness for weakness; 23: Conclusion |
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| id | DE-604.BV048458944 |
| illustrated | Not Illustrated |
| index_date | 2024-07-03T20:32:52Z |
| indexdate | 2024-07-10T09:38:43Z |
| institution | BVB |
| isbn | 9780749493202 9781789660340 |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-033836988 |
| oclc_num | 1346093222 |
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| owner_facet | DE-B170 |
| physical | IX, 339 Seiten |
| publishDate | 2020 |
| publishDateSearch | 2020 |
| publishDateSort | 2020 |
| publisher | KoganPage |
| record_format | marc |
| spelling | Cooper, Cary 1940- Verfasser (DE-588)120323915 aut Apology Impulse How the Business World Ruined Sorry and Why We Can't Stop Saying It Sean O'Meara, Cary Cooper London KoganPage [2020] © 2020 IX, 339 Seiten txt rdacontent n rdamedia nc rdacarrier 01: Introduction; 02: Who's been apologizing and what are they sorry about?; 03: The six reasons organizations apologize and the one reason they won't; 04: Culture, values and consumer expectations; 05: The definitive modern apology and why everyone ignored it; 06: If everyone's sorry, nobody is sorry; 07: How the experts apologize without saying sorry; 08: Schrödinger's apology, grammatical deflections and evasions; 09: Crisis fatigue and the case for rationing apologies; 10: It's not about you; 11: Keep trying; 12: 'Forced to apologize'?; 13: 'We got it wrong'; 14: Self-service apologies; 15: Optics anxiety and apologizing for how things look; 16: The true cost of corporate atonement; 17: The economics of saying sorry:; 18: Crisis communications and the potential for mischief; 19: Apology laundering; 20: Apologizing on behalf of others; 21: £1 million in sales in four days; 22: Don't mistake kindness for weakness; 23: Conclusion "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"-- Entschuldigung (DE-588)4152415-9 gnd rswk-swf Öffentlichkeitsarbeit (DE-588)4043188-5 gnd rswk-swf Public relations Apologizing Corporate image Customer relations Public Relations Relations publiques Excuses (Regret) Entreprises / Image public relations corporate image Management & management techniques Business ethics & social responsibility BUSINESS & ECONOMICS / Economics / General Management and management techniques Business ethics and social responsibility Öffentlichkeitsarbeit (DE-588)4043188-5 s Entschuldigung (DE-588)4152415-9 s DE-604 O'Meara, Sean Verfasser aut Erscheint auch als Online-Ausgabe 978-0-7494-9321-9 https://www.biblioimages.com/koganpage/getimage.aspx?class=books&assetversionid=169982&cat=default&size=origjpg&id=10999 Image |
| spellingShingle | Cooper, Cary 1940- O'Meara, Sean Apology Impulse How the Business World Ruined Sorry and Why We Can't Stop Saying It 01: Introduction; 02: Who's been apologizing and what are they sorry about?; 03: The six reasons organizations apologize and the one reason they won't; 04: Culture, values and consumer expectations; 05: The definitive modern apology and why everyone ignored it; 06: If everyone's sorry, nobody is sorry; 07: How the experts apologize without saying sorry; 08: Schrödinger's apology, grammatical deflections and evasions; 09: Crisis fatigue and the case for rationing apologies; 10: It's not about you; 11: Keep trying; 12: 'Forced to apologize'?; 13: 'We got it wrong'; 14: Self-service apologies; 15: Optics anxiety and apologizing for how things look; 16: The true cost of corporate atonement; 17: The economics of saying sorry:; 18: Crisis communications and the potential for mischief; 19: Apology laundering; 20: Apologizing on behalf of others; 21: £1 million in sales in four days; 22: Don't mistake kindness for weakness; 23: Conclusion Entschuldigung (DE-588)4152415-9 gnd Öffentlichkeitsarbeit (DE-588)4043188-5 gnd |
| subject_GND | (DE-588)4152415-9 (DE-588)4043188-5 |
| title | Apology Impulse How the Business World Ruined Sorry and Why We Can't Stop Saying It |
| title_auth | Apology Impulse How the Business World Ruined Sorry and Why We Can't Stop Saying It |
| title_exact_search | Apology Impulse How the Business World Ruined Sorry and Why We Can't Stop Saying It |
| title_exact_search_txtP | Apology Impulse How the Business World Ruined Sorry and Why We Can't Stop Saying It |
| title_full | Apology Impulse How the Business World Ruined Sorry and Why We Can't Stop Saying It Sean O'Meara, Cary Cooper |
| title_fullStr | Apology Impulse How the Business World Ruined Sorry and Why We Can't Stop Saying It Sean O'Meara, Cary Cooper |
| title_full_unstemmed | Apology Impulse How the Business World Ruined Sorry and Why We Can't Stop Saying It Sean O'Meara, Cary Cooper |
| title_short | Apology Impulse |
| title_sort | apology impulse how the business world ruined sorry and why we can t stop saying it |
| title_sub | How the Business World Ruined Sorry and Why We Can't Stop Saying It |
| topic | Entschuldigung (DE-588)4152415-9 gnd Öffentlichkeitsarbeit (DE-588)4043188-5 gnd |
| topic_facet | Entschuldigung Öffentlichkeitsarbeit |
| url | https://www.biblioimages.com/koganpage/getimage.aspx?class=books&assetversionid=169982&cat=default&size=origjpg&id=10999 |
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