Owing up isn’t something everyone likes to do, and when we do, we usually just try to get it over with as soon as possible. Here’s an algorithm for a sincere apology (vs. an insincere “canned” apology).
- Say what you did wrong;
- Acknowledge how it hurt, disappointed, or upset the other person;
- Admit you were wrong to do it and then apologize;
- Say what you are going to do to correct it and make sure it doesn’t happen again;
- Ask those people you upset how you can make it up to them and then do it.
— David Ackert, Ackert Advisory
Thanks to Mark Goulston’s post here.