The apology impulse : how the business world ruined sorry and why we can't stop saying it /: how the business world ruined sorry and why we can't stop saying it. (2019)

• Record Type: Book
• Further Information: Note: Cary Cooper, Sean O'Meara.
• Authors: Cooper, Cary L; O'Meara, Sean
• Contents: <ul style='padding-top:0;padding-left:0;list-style:none;'><ul style='padding-top:0;list-style:none;'>Chapter - 01: Introduction; Chapter - 02: Who is apologising and what are they sorry for?; Chapter - 03: “Runway excursion incidents”, “re-accommodating passengers” and “overpressurisation” – How the experts apologise without saying sorry; Chapter - 04: Addicted to saying sorry?; Chapter - 05: If everyone’s sorry, nobody is sorry – Are we all apologising too much?; Chapter - 06: Demanding apologies – What does that say about us?; Chapter - 07: Apologising on behalf of others – Should we ever do it?; Chapter - 08: Historical apologies – How we used to say sorry; Chapter - 09: It’s not about you – The quickest way to ruin an apology; Chapter - 10: Keep trying. How they eventually say sorry; Chapter - 11: Forced to apologise – Did Sony pictures and Greggs give in to the mob?; Chapter - 12: How to apologise when you did nothing wrong; Chapter - 13: The definitive modern apology; Chapter - 14: The economics of saying sorry – What is an apology actually worth and what can it cost? (in dollars and cents); Chapter - 15: £1m sales in four days – The unexpected benefits of not saying sorry; Chapter - 16: Do apologies even work? Seven times saying sorry wasn’t enough and one time it was too much; Chapter - 17: The apologies we’re still waiting for...; Chapter - 18: Conclusion – How to manage the apology reflex and deliver meaningful responses
• Edition: 1st
• Publisher Details: London : KoganPage
• Publication Date: 2019
• Extent: 1 online resource
• Subjects: 659.2; Public relations; Apologizing; Business ethics; Issues management
• Languages: English
• ISBNs: 9780749493219
• Related ISBNs: 9781789660340; 9780749493202
• Notes: Note: Description based on CIP data; resource not viewed.
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.