Researchers testing apologies piece by piece found six parts... | Roy Lewicki, Beth Polin and Robert Lount

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Researchers testing apologies piece by piece found six parts that matter, and the two that mattered most were taking responsibility and offering to repair the damage.

Roy Lewicki, Beth Polin and Robert Lount, 2016 · experimental study of apology structure

Lewicki, Polin and Lount, An exploration of the structure of effective apologies, Negotiation and Conflict Management Research, 9(2), 177-196, 2016

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Roy Lewicki, Beth Polin and Robert Lount: Researchers testing apologies piece by piece found six parts that matter, and the two that mattered most were taking responsibility and offering to repair the damage.