Offers a step-by-step primer on using appropriate apologies as a means of improving company integrity and employee morale.

"Dr. Molly Howes uses her own experiences with patients at her practice to exemplify the importance of a proper apology, and how we can all hone our technique. Learn how to craft an effective apology with this four-step model: 1. Listen to and empathize with the other person's hurt 2. Make a sincere statement of regret and acknowledge harmful actions 3. Make restitution for the pain caused 4. Prevent repetition of the injury An apology is a small-scale...

Esta guia compasivo, lleno de anecdotas y de investigacion, ayudara a los oyentes resolver conflictos interpersonales. This compassionate guide, full of anecdotes and research, will help listeners resolve interpersonal conflicts.

"Renowned psychologist and bestselling author of The Dance of Anger sheds new light on the two most important words in the English language--I'm sorry--and offers a unique perspective on the challenge of healing broken connections and restoring trust. Dr. Harriet Lerner has been studying apologies—and why some people won't give them—for more than two decades. Now she offers compelling stories and solid theory that bring home how much the simple...

Describes various situations in which it is appropriate to say, "I'm sorry."

Elephant does not like to share his toys, games, or snacks--but when he gets a new bat and ball he realizes that it is no fun trying to play with them by himself, so he asks his grandmother how he can make amends with his friends.