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Ever had an apology fall flat? You might have not given enough emphasis to the most important parts, or you may have even left them out altogether.
According to research from a team led by Roy Lewicki at Ohio State University, the best apologies are made up of six different parts.
- An expression of regret.
- An explanation of what went wrong.
- Acknowledging responsibility.
- Expressing remorse.
- Offering reparations.
- Asking forgiveness.
The apologies that resonate best, based on a survey of 755 study participants who were offered apologies made up of some or all of these elements, include all six. The results have been published in Negotiation and Conflict Management Research.
But you'd best know which ones to give the most weight, as the results show that some of these elements are more important than others. Numbers three and five (acknowledging responsibility and offering reparations) mean the most to the person you're apologising to, the study found.
"Our findings showed that the most important component is an acknowledgement of responsibility. Say it is your fault, that you made a mistake," Lewicki said in a statement.
He added, "One conce about apologies is that talk is cheap. But by saying, 'I'll fix what is wrong,' you're committing to take action to undo the damage."
The study participants were split into two groups and tasked with reading an apology statement offered by an accounting job applicant who had been found out filing an incorrect tax retu. The first group was told how many elements the apology contained, the second was not.
Overall, it made little difference. Apologies that contained all six elements went over the best, with the acknowledgement of responsibility and offer or reparations still considered the most important parts. And both groups felt that the request for forgiveness was the least important component.
What the study didn't test was the power of a face-to-face apology over a written one, although Lewicki believes that an apology is likely to be more effective delivered in person. "Clearly, things like eye contact and appropriate expression of sincerity are important when you give a face-to-face apology," he concluded.
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