A. Examine Bryan’s apology in Figure 9.17. How do you think this apology will impact work outcomes?

B. How do you think this apology will impact workplace relationships?

C. What two changes could you make to improve the apology?

Figure 9.17

Transcribed Image Text:

An Apology "Good morning, everyone. I want to take just a few moments to apologize. Last Friday in our executive management meeting, I made several unfair comments." "I complained that several of you care more about our clients than you do about our employees. I also said that you ask our employees to work excessive hours on weekends and evenings because you are never willing to say 'no' to our clients, even when they make unreasonable demands." ACKNOWLEDGMENT of mistake. "These statements were inaccurate and unfair. I have known each of you for many years, and I am certain that all of you care deeply about our employees." Statement of REGRET. "Over the weekend, I thought about my comments a lot. I am frustrated that we-myself included-give in to unreasonable demands from a few of our clients. I think we end up putting too much stress on our employees as a result. I am sorry that I misdirected my frustration with the demands of our clients at all of you." Statement of RESPONSIBILITY. "At some point, I hope we can discuss how to negotiate with our clients when we view their demands as unreasonable. For my part, I will avoid any blaming. I would certainly like to hear your experiences, perspectives, and suggestions." COMMITMENT to avoid such behavior in the future and approach frustrations constructively.