Is "I'm sorry" the hardest phrase to say? Does it matter whether you mean it? This essay examines the critically important issue of apology, and how and when an apology can be helpful or harmful in a negotiation. Reviewing the latest empirical work, the authors discuss the purpose, type and timing of an apology, to ensure that any apology given accomplishes its goals. Note that they find that an apology offered cynically or casually may be worse than none at all. This chapter is linked to Waldman & Luskin.
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