Description
Book SynopsisSir Cary Cooper, CBE, is the 50th Anniversary Professor of Organizational Psychology and Health at the ALLIANCE Manchester Business School. He holds the office of president of the CIPD, the British Academy of Management, RELATE and Institute of Welfare.
Sean O'Meara is the founder and MD of Essential Content, a specialist content and PR agency. He's worked with leading organizations including The Co-Op Bank and the BBC.
Table of Contents
- Chapter - 01: Introduction;
- Chapter - 02: Who’s been apologizing and what are they sorry about?;
- Chapter - 03: The six reasons organizations apologize and the one reason they won’t;
- Chapter - 04: Culture, values and consumer expectations;
- Chapter - 05: The definitive modern apology and why everyone ignored it;
- Chapter - 06: If everyone’s sorry, nobody is sorry;
- Chapter - 07: How the experts apologize without saying sorry;
- Chapter - 08: Schrödinger’s apology, grammatical deflections and evasions;
- Chapter - 09: Crisis fatigue and the case for rationing apologies;
- Chapter - 10: It’s not about you;
- Chapter - 11: Keep trying;
- Chapter - 12: ‘Forced to apologize’?;
- Chapter - 13: ‘We got it wrong’;
- Chapter - 14: Self-service apologies;
- Chapter - 15: Optics anxiety and apologizing for how things look;
- Chapter - 16: The true cost of corporate atonement;
- Chapter - 17: The economics of saying sorry:;
- Chapter - 18: Crisis communications and the potential for mischief;
- Chapter - 19: Apology laundering;
- Chapter - 20: Apologizing on behalf of others;
- Chapter - 21: £1 million in sales in four days;
- Chapter - 22: Don’t mistake kindness for weakness;
- Chapter - 23: Conclusion;
