A Tale of Two Apologies

Recently two high profile companies experienced high-visibility failures. Travis Kalanick, the founder and CEO of the ride sharing firm Uber, issued an apology following a belligerent conversation he had with an Uber driver. Also, Pricewaterhousecoopers (PwC), the accounting firm working with the Oscars award ceremony, mishandled the distribution of envelopes […] Read more

Groping towards Apology

Donald Trump and Ari Shavit Respond to Accusations Two prominent men.  Two accusations of serial sexual harassment. Two prominent apologies, both fundamentally flawed—though one attempt was much more complete than the other—that demonstrates why apologies should be immediate, avoid explanations and, above all, be brief. Donald Trump and Ari Shavit, […] Read more

Trump and the Dance of the Past Offense Apology

Most people have enough difficulty apologizing for their behavior in the moment.  Apology becomes even more complicated when it comes to apologizing for events that occurred in the past but are only recently disclosed. That’s the situation facing Donald Trump. The Washington Post disclosed a 2005 video and audio of […] Read more

Selected Quotes to Guide a Discussion About Effective Apology

In preparation for a recent talk on apology I gave in Ho Chi Minh City, Vietnam, I went through my book to pull out some statements that might serve as s basis for for a discussion. I was pleased that many of the quotes inspired some good discussion. This was […] Read more

Man Who Attacked Uber Driver Apologizes . . . Badly

Benjamin Golden, the ex Taco Bell marketing manager, was all over the news as the Uber passenger caught on camera attacking his driver. He was drunk and claims to have no memory of the incident. Now he has offered an apology. Now comes the classic evasion of responsibility: the old […] Read more

A Disgraced Rabbi’s Apology–“I Shattered the Worlds of Those I Loved Most.”

Is there any offense that’s so terrible that no apology can be its equal? This is one of the most common questions I hear as I talk about effective apology. We now have an offense that tests the question. It’s the case of Barry Freundel, a once-influential Orthodox rabbi in Washington, D.C. […] Read more

Napa Valley Wine Bus Apology is World-Class Vintage

An unfortunate event on a Napa Valley Wine Train on August 22, 2015 led the CEO to issue an apology. Employees of the Wine Train kicked a group of African American women, members of a book club, off the train after other passengers complained of too much noise and laughter.  Given the sensitivity […] Read more