Video  Finder
The Psychology of Saying Sorry
This title is part of the Take Away Training Series
Duration: 18 minutes
Synopsis

Find out why people have such difficulty apologizing when something has gone wrong. Discover the benefits of apologizing and learn the simple dos and don'ts. Includes a special section on forgiveness!

Key Learning Points

Why Apologise?

  • Acknowledge the wrong doing
  • Allows you and the other person to move to a situation of healing
  • Decreases heart rate, blood pressure and breathing normalises
  • Lets people know you have heard and understood them

Why is Apologising So Difficult?

  • People feel vulnerable to being sued or legal action
  • Emotional stamina
  • "I'm sorry this happened" even though it's not my fault, eg computer crashing at the bank
  • Admitting you're wrong is hard

How to Apologise:

  • Don't make excuses
  • Don't offer the cheap, quick, easy apology
  • Don't rush the apology without being ready to listen to the other person
  • Don't apologise then do the same thing again
  • Don't expect everything to be back to normal straight away
  • Do apologise as quickly as possible
  • Do give the person the opportunity to vent their anger
  • Do let the person know you understand why they're angry
  • Do take corrective action while saying sorry

Forgiving Others:

  • If you don't forgive you're holding on to a lot of anger and resentment
  • Understanding this is important - or it can be very damaging to you both physically and mentally
  • Take the grievance less personally
  • Look at the offender in a more positive light
Package Description
DVD
Recommended Audiences
  • Managers
  • All staff
Distributed in the following format(s)
  • DVD
Available in the following language(s)
  • English
Media Type
 Video Recording
Presentation Style
  • Interview
STOCK CODE
TAT100
ISBN
9780975108888
Published
Melbourne
Filming location
Australia
Release year
2007
Copyright owner
ClickView
Publisher
Seven Dimensions