Anything [720p - HD]

"I’m sorry I was late. I didn't manage my time well and I know you've been waiting." 3. Acknowledge the Impact

"I’m sorry if you felt bad about what I said." (This blames their reaction). Anything

An apology without a change in behavior is just manipulation. Offer a way to make it right or a plan to prevent it from happening again. "I’m sorry I was late

Start by stating exactly what you did without using the word "if." An apology without a change in behavior is just manipulation

Whether you forgot a birthday or accidentally insulted someone’s cooking, here is the four-step framework for fixing it properly. 1. Own the Action (The "I" Statement)

The moment you say "but," the apology dies. A "but" is a justification in disguise. "I’m sorry I was late, but traffic was terrible."

"I realize that by being late, I made you feel like I don't value your time. That wasn't fair to you." 4. The "Repair" Plan