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  • Apology Over Email

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    askara25
    48 tayangan2 halaman
    An email apology may be appropriate when time is of the essence, everyone needs to receive the same message at the same time, there is a lot to say, the apology is formal, or little response is expected. A perfect apology provides details of the situation, acknowledges harm done, takes responsibility, recognizes the role in the situation, includes regret, asks for forgiveness, promises it won't happen again, and offers restitution if possible. The SPASS model structures apologies as Situation - Problem - Action - Say Sorry and is effective for email apologies.

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    Tips on how to apology over email

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    An email apology may be appropriate when time is of the essence, everyone needs to receive the same message at the same time, there is a lot to say, the apology is formal, or little response is expected. A perfect apology provides details of the situation, acknowledges harm done, takes responsibility, recognizes the role in the situation, includes regret, asks for forgiveness, promises it won't happen again, and offers restitution if possible. The SPASS model structures apologies as Situation - Problem - Action - Say Sorry and is effective for email apologies.

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    48 tayangan2 halaman

    Apology Over Email

    Diunggah oleh

    askara25
    An email apology may be appropriate when time is of the essence, everyone needs to receive the same message at the same time, there is a lot to say, the apology is formal, or little response is expected. A perfect apology provides details of the situation, acknowledges harm done, takes responsibility, recognizes the role in the situation, includes regret, asks for forgiveness, promises it won't happen again, and offers restitution if possible. The SPASS model structures apologies as Situation - Problem - Action - Say Sorry and is effective for email apologies.

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    © All Rights Reserved
    Unduh sebagai PDF, TXT atau baca online dari Scribd
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    dari 2

    When is an apology via email appropriate?

    It’s not always possible or practical to meet someone in person. Apologizing on the phone can be difficult
    if you don’t know the other person, or if you’re just not very good at apologizing over the phone.
    But, when: …

    Time is of the essence


    You want everyone to get the same apology at the same time
    You have a lot to say
    Your apology is formal
    You want or expect very little to nothing in return

    …then an email might be appropriate.

    The perfect apology


    I found this via Google. If your apology contains the following…:

    give a detailed account of the situation


    acknowledge the hurt or damage done
    take responsibility
    recognize your/the company’s role in the situation
    include a statement of regret
    ask for forgiveness
    promise that it won’t happen again
    provide a form of restitution (if possible)

    … it’s pretty much a perfect business apology. Here are a few phrases to get you started, related to some
    of the above categories:

    Apologize
    1. Please accept my apologies.
    2. I’m sorry. I didn’t mean to..
    3. (I’m) sorry. I didn’t realize the impact of…
    4. Please accept our deepest apologies for…
    5. Please accept my sincere apologies for…
    6. Please accept this as my formal apology for…
    7. Please allow me to apologize for…
    8. I would like to express my deep regrets for…
    9. I would like to apologize on behalf of our company.
    10. Please accept my apology for…
    11. I apologize for my failure to…
    12. I’m particularly sorry for…

    Acknowledge/recognize
    1. We appreciate that this caused you inconvenience…
    2. I understand that our actions meant…
    3. I can imagine that you felt like…
    4. We see that our actions impacted you unnecessarily…
    5. As a result of our decision, our relationship was affected…

    Explain
    1. In our efforts to optimize our distribution process, we overlooked…
    2. The defect/problem was caused by…
    3. The error was due to…
    4. Our internal communication failed. As a result…

    Promise
    1. We’re convinced that the changes we’ve implemented will prevent this from happening again.
    2. In the future, our focus will be on…, so that this situation won’t repeat itself.
    3. We’ll be increasing our efforts when it comes to…, so that in the future…
    4. We’ve increased our efforts to ensure that…
    5. I can promise you that the highest quality standards will be met going forward.

    The SPASS model


    When it comes to writing the email, structuring your email can be difficult. The SPASS model is perfect for
    email apologies. It’s simple and easy to remember. SPASS = Situation – Problem – Action – Say
    Sorry. That’s it. Finally, I apologize for keeping you from what you were doing, with another very long
    post.
    Be great!

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