- Don’t use ‘but’ (“I’m sorry but ……)” using but invalidates the apology.
- Don’t use ‘if’ (“I’m sorry if …..”) suggests that a hurt may not have happened.
- Don’t use (“I’m sorry for what happened)”, it evades responsibility.
- Don’t give too many justifications and explanations. It gets overwhelming.
- Really listen to the person who has been hurt. Try to understand their view.
- Make a sincere statement of responsibility and empathy.
- Make up for any wrongs done with a ‘do-over’ or another form of action.
- Ensure that it doesn’t happen again.
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