Effective Apology

261

index

A

Abu Ghraib, Iraq, 23, 69, 70

accepting apologies, 153–170

apology busters, 154–155

big picture, focus on, 157

dismissive acceptances, 154–156

forgiveness compared to, 216

inability to accept, 165–166

listening and, 157–158, 160

morality of, 169

for nonoffensive actions, 165

reciprocal apologies, 162–164

reconciliation and, 181

and terminating relationship, 164

tips for, 159–162

acknowledgment

of reason for apology, 52–56

See also recognition

active listening and accepting apologies, 157–158

active voice in apology, 206–207

advance, apology in, 192–193, 214, 261

agreement, listening for, 160

Albion, Mark, 234–238

Albom, Mitch, 59–60

alcohol, apologies blaming, 191

Alcoholics Anonymous, 230

Allen, Woody, 130–131

American Airlines ...