Summary of The Apology Impulse

Looking for the book?
We have the summary! Get the key insights in just 10 minutes.

The Apology Impulse book summary
Start getting smarter:
or see our plans

Rating

8

Qualities

  • Applicable
  • Concrete Examples
  • Engaging

Recommendation

Businesses and individuals make a lot more apologies than they did in the past. They might apologize, but often they do not actually say they’re sorry. Squeezed between demands from consumers for greater accountability and fear of litigation, businesses leaders view the act of making an apology with trepidation. Consultant Sean O’Meara and academician Cary Cooper explain how to apologize properly and offer a fascinating analysis of the factors that influence the practice of making apologies, with or – more often – without contrition.

About the Authors

Sean O’Meara set up the public relations and digital communication consultancy Essential Content. Cary Cooper is the 50th Anniversary Professor of Organizational Psychology and Health at Alliance Manchester Business School of the University of Manchester. They are also the co-authors of Detox Your Desk.

 

Summary

A lot of organizations express regret, but few show genuine contrition.

In March 1951, on the morning of the Birmingham, England, wedding of R. M. Hosking, the groom found he did not have a morning suit. He had ordered one, but it had not arrived. He had to borrow his father-in-law’s trousers.

The previous year, the British government had modified its tax laws. It inadvertently provided a large incentive for couples who got married before the end of the British fiscal year. As a result, the number of weddings in March 1951 rose sharply, increasing by nearly 100%.

This put a strain on suppliers, including the company from which Hosking ordered his morning suit. A few weeks later, he received an abject apology from the supplier.

Harry Moss, head of Covent Garden’s Moss Bros & Co., sent a letter of apology, enclosing two checks. The company refunded Hosking’s payment for his suit, and Moss sent a letter of genuine apology and another check, this one from his personal account. The amount, adjusted for inflation, would have a value of a few hundred pounds today.

Moss did not...


More on this topic

Customers who read this summary also read

Management Mess to Leadership Success
7
Leadership in Focus
7
Taking Minutes of Meetings
8
WE
6
The Zombie Business Cure
7
Feminist Fight Club
8

Related Channels

Comment on this summary

  • Avatar
  • Avatar
    S. V. 3 months ago
    Good
  • Avatar
    F. C. 3 months ago
    This is true to the core. An interesting read, that made me think of apologies too.