I'M SO sorry!

We all make mistakes. Heal the hurt with a genuine apology

Have you messed up? An effective apology requires four crucial steps to make sure things get back on track.

1 Understand exactly what you did wrong and how that made the other person feel.

What are you apologising for? Your first responsibility is to communicate clearly that you understand the mistake you've made. Your apology will not make sense if you're not sure exactly what you did wrong or why the other person is upset with you. If you do not agree with what you've been accused of, calmly talk about it further, rather than trying to placate the other person with the words they want to hear.

2 Understand and communicate why you behaved that way.