When Sorry Seems to Be the Hardest Word

February 5, 2018

With a nod to Sir Elton John, 2017 could easily be known (among other things) as the year of apologies. It seemed there wasn’t a day when someone wasn’t apologizing for something. The world mobilized for justice and in all honesty, caught a number of people and companies by surprise. Equifax, United, and a number of people identified in the #metoo movement scrambled to address a crisis, and some apologies were more successful than others.

So, how do you make a public apology that is relevant, sincere … and accepted?

It’s not as easy as saying, “Oops, we’re sorry if we offended you. We won’t do it again.” No one will believe you.

Here are a few ways to make your apology resonate with your audience:

Own up to the situation. Acknowledge the mistake and be responsible for it.
Think about how you are going to deliver your message. A single tweet isn’t going to feel sincere. Your message needs to be thoughtful, well-prepared and accessible.
Bring in the pros. Now is not the time to shoot from the hip. A reputation – be it personal or brand – is on the line, and while you may need legal counsel, you also need a communications person to keep your message on point.
Don’t wait too long to apologize. If you take too long to get your message out, you could be perceived as not remorseful, but rather just going through the motions.
Be clear and concise. Don’t muddy your message with unnecessary explanations or pointing blame to another party. Focus on the issue, the regret, and what you are going to do to fix the problem.
Remember all your audiences. In a corporate situation, a blanket apology may not assuage your customers, partners or employees – you may need to craft specific messages for different audiences.
Fix the problem. Show how you are going to make things right again. Can you issue refunds, replace product recalls, give out a coupon? Demonstrate your sincerity by taking action.

No one wants to be put in a situation that requires a public apology. But, if you find yourself in this situation, getting your apology out in a professional, timely way will redeem your image and let you move on with minimal damage. Just don’t do it again.

Author: Robin Imbesi

Previous post Find your Voice, and start by saying “No.” Next post How to Win with Communications Champions

Eight Work-From-Home Etiquette Tips

Eight Work-From-Home Etiquette Tips

Whether telecommuting is old hat or something you’ve been forced into as part of the COVID-19 shutdown, here are a few tips to make the experience run smoothly for both employers and employees.

Managing expectations

Successful work-from-home strategies always begin with clearly communicated expectations. Make sure your employees have any necessary equipment, tools and resources. Will they need to track their time? Participate in regularly scheduled meetings? Be available at certain times of day? For employees, know what you’re accountable for and clearly communicate any challenges you’re having.

Constant communication

Keep the lines of communication open and be accessible. Check in with employees regularly through apps like Slack, Microsoft Teams, Google Hangouts and Skype, or even an old-fashioned email or phone call. Be genuinely interested in how they’re doing but don’t overdo it. Foster a feeling of trust by not micromanaging.

Nine to five…ish

While having a daily schedule is ideal, it may not always be practical right now. Make sure your people know when you need them to be available and try to offer flexibility at other times. They may be juggling school schedules as well as work schedules and working at “off-shift” times may be necessary. Be mindful of employees in different time zones as well.

For employees, try to work when you’re at your best, and not when you’re exhausted by kindergarten playtime and fourth grade math. Make sure people know if you will be unavailable at certain times.

Taking a break

Getting up and moving clears the head and helps with creativity and problem-solving. Whether it’s a walk around the block or a break for lunch, make time to get away from your desk throughout the day.

Signing off

Working from home does not mean being available 24/7. Set an actual end to the workday if possible. Don’t send and respond to messages at all hours. Sign out of messaging apps and close work programs. Understand and respect these boundaries.

Location, location, location

When setting up a home office, think about where you will have the fewest distractions – for yourself and for those who may be seeing you and your background on a video conferencing platform. Try to avoid busy spots that may include semi-clad people walking behind you, barking dogs and kids vying for your attention.

Conferencing and calls

Be clear about whether you expect people to turn on their cameras during meetings. If so, be clear about how they should be dressed. During calls, mute your phone when you’re not talking to avoid background noise. Headphones can also help with call quality. When speaking, pause frequently so others can participate in the conversation.

Social engagement

It’s ok for managers and employees to have some down time together, which may help ward off feelings of isolation. Keep up your normal level of interaction, perhaps with a virtual coffee break or happy hour. Managers should set the tone for how casual to be. Let employees choose what they would like to share, and never pry into areas that were off-limits before.

Author: Erin Alderfer