The right—and wrong—way for bosses to apologize: Communication expert
An apology can be a very important opportunity to trigger and create confidence.
This applies to the bosses and leaders who sometimes accept public statements that sometimes accept the wrong steps or apologize to their employees. For example, take Campbell Wilson, CEO of Air India. In the June 12 video, Wilson, shortly after a plane crash that killed more than 260 people, made hundreds of comments.
Some While calling for his resignation others He thanked Wilson for his effort. And some viewers noticed the identical language of Robert Isom, American Airlines CEO. Published an expression After a deadly accident on January 29th.
How should the bosses apologize
Wilson’s statement had a few elements Effective apology. “Deep sadness” about the accident, expressed the intention of focusing on the loved ones of the passengers and shared a line of help to use. He also said that the company has worked closely with law enforcement and researchers about emergency intervention efforts and learned the reason for the accident.
“When a leader apologizes, they need to take full responsibility by showing what they understand what’s going wrong, and at the same time they have a clear path to correct what happened and make it happen again.” communication consultant And the opening speaker Lorraine K. Lee tells Make to CNBC.
Lee, who teaches speaking courses in front of the community in Stanford, adds “timing is everything,” Lee adds to be the CEO of a large airline that appeals to a tragedy or a middle manager.
“If you wait for too long to answer, you will look like you don’t care or not proactive. If you talk too fast without a plan, you can write wrong or lose reliability, or he says. “The best approach is to accept the situation early and to declare that people are aware and that you take it seriously – and soon follow with a thoughtful response and an action plan.”
It is also important that other leaders, such as managers and senior personnel, remain visible and take any problems on time. If you had caused a problem in the workplace, get ahead of the early, and get full ownership instead of being connected to your office until things explode or shine on the situation.
Bosses need to escape
When an apology, the lack of real empathy will not fly, Lee, whether CEO or a recent manager, warns that it warns with two direct reports.
“Of course, it is important to rehearse and be clear about what to say – but it is also important to let your human side pass, or he says. “The best apology, when you hear the person and show a real feeling without doing about yourself. It is completely good to show a vulnerability.”
If you are clear from a teleprompter or document, if you have a dull, emotionless expression and cadence, or if you do not have a real entry in your expression, people may think that you have damaged the culture and morale of company culture and potentially. The same applies to using a passive language or to get the property of what is going wrong.
This can be difficult for big CEOs. According to Karthik Srinivasan, a communication strategy consultant, many do not write their public apologies. “I know this for sure because ten years have spent more than 20 years in the field of communication that is in corporate communication that my job is to write such conversations for CEOs and leaders.” Blog post.
Ultimately, it doesn’t matter which company a boss or CEO works for, “People want to get news from the leader, not a brand,” he says. “When you combine this with a plan, you seem to be a leader who can be trusted, who cares and knows what they are doing.”
Are you ready to buy a house? Make a new online course by CNBC How can you buy your first home?. Expert trainers will help you to weigh every step of the process, financial preparation and safely navigating from mortgage to closing the agreement. Sign up today And use the Earlybird coupon code for $ 97 (+tax and fees) discount discount by 15 July 2025.
Plus, Sign up to CNBC Make It Bulletin Here are tips and tips for money and success in life and Request to participate in our private community in LinkedIn To connect with experts and peers.
