Even with the best of intentions, colleagues sometimes let one another down. Differences in communication style, personality clashes, and careless comments are sometimes factors in personal offenses. Business professionals who are high in emotional intelligence notice how their actions impact others. When they intentionally or unintentionally do harm, they seek to improve the workplace relationships right away. In some cases, making apologies is the appropriate response.

Typically, an apology includes the following elements: acknowledgment of a mistake or an offense, expression of regret for the harm caused, acceptance of responsibility, and commitment that the offense will not be repeated. Effective apologies should be timely and sincere$.$

Apologies are ineffective when they are vague or clich$.$ For the apology to be effective, others must sense that the apologizer is sincere and acting without an agenda. Effective apologies must focus on others, not you. During an apology, if the recipient decodes any behavior as defensive, it casts doubt on the apologizer's sincerity$.$

Often, apologies help colleagues work more constructively and enjoyably with one another. In this exercise, you will evaluate statements as effective or ineffective for a routine apology between colleagues.

Group the statements to the component of an apology it most closely matches and whether it is effective or ineffective. Move each label to the correct drop zone box. The notes button next to a label provides more information.