presentation for UI ENGL 313 (Business Writing)

1. analyzing

2. what makes an effective
organizational apology?

3. • timeliness
• active (vs. passive) acceptance of
responsibility
• expression of remorse/sympathy
• promise of compensation
high degreelow degree
FORGIVENESSNO FORGIVENESS
Elements of Effective Apologies

4. • “Non-contracted denial” – overly formal, rather
than informal language
• Distancing language
• Qualifying language: “Well, to tell you the truth,”
“In all candor,” repeating question, too much
detail
(Pamela Meyer, Liespotting)

5. • Doesn’t necessarily fidget – freezes
upper body
• Look in eyes too much
• Withdrawn, look down, lower voice, be
quiet
• “Duping delight”
• Shaking head “no” when
• they’re saying “yes”
• Blinks more or less than normal
• Points feet toward exit
Signs of Deceptive Behavior
(Pamela Meyer, Liespotting)