Apologize in the Workplace Humility Term Paper

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The next step after working to see the person's perspective is to apologize and explain that you had not previously seen their specific perspective as clearly as now. It is critical that apologies be the basis of changing how workers interact with each other Chapman and Thomas (2006), anything else, however dramatically delivered, will not lead to lasting change. The essence of a good apology is when both sides of the argument, conflict or misunderstanding respond and react, then clarify their new perspectives of either the issues or problems that led to the conflict in the first place.

For apologies to be effective and lasting they must show that the person doing the apologizing actually cares and is empathetic, and that later actions support present statements, according to Michael S. Woods (2004). In his landmark book on this subject, Woods states that physicians realize, after going through malpractice lawsuits with patients, that in the end, the patients didn't feel they care about them, or respected their opinions.

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From the lack of empathy there was a basis for lack of trust, which in turn, given the seriousness of medical issues some patients face, led to a questioning of whether the physician really had the patients' best interests as the primary concern. What the essence of excellent customer service is on the other hand is when a company, through its culture of customer respect, infuses everyone in customer-facing roles with a very focused and responsive need to serve and deliver value. Apologizing in the context of customer service, when supported by a strong culture of a customer-centric organization, can and will change a company significantly over time. The bottom line is that apologies are critical for trust to be created both within and outside organizations......

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