Effective apology mending fences, building bridges, and restoring trust /
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| Autor principal: | |
|---|---|
| Autor Corporativo: | |
| Formato: | Recurso Electrónico livro electrónico |
| Idioma: | inglês |
| Publicado em: |
San Francisco :
Berrett-Koehler Publishers,
2009.
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| Edição: | 1st ed. |
| Colecção: | BK business book.
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| Assuntos: | |
| Acesso em linha: | An electronic book accessible through the World Wide Web; click to view |
| Tags: |
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Sumário:
- The age of apology
- Why we apologize and what it accomplishes
- Recognition
- Responsibility
- Remorse
- Restitution
- Repetition
- When, where, and how to apologize
- How to accept (and reject) an apology
- Apology and forgiveness
- Obstacles to wholehearted apology
- The best apology possible : ten apology do's and don'ts
- Talking about apology : frequently asked questions
- What can I do now? Five apology practices.