心理学家杰拉尔丁·若阿金说,最纯粹的道歉应该是一种“表达悔意的行为,意识到你所说或所做的事情给某人造成了伤害,而你想对此做出补偿”。
如何道歉最有效?
Made early, a well-crafted apology can be hugely beneficial and can "diffuse the situation and takes the wind out of an accuser's sails", she says.
她说,如果早早地认真道歉,将会非常有益,可以“缓和局势,让对方消气”。
A need to say sorry can arise in someone's public life and equally at home with their family and friends but, whatever the environment, how well it is received depends on how personalised it feels.
在公共生活中以及和家人朋友相处的过程中都可能出现需要道歉的情况,无论是在哪种环境中,你的道歉能否被接受取决于有没有说到对方心里去。
Experts say the formula for an affective apology can be summed up with the acronym CAR:
专家说,情真意切的道歉可以用缩写CAR来概括:
show concern 表达关心
demonstrate action 展示行动决心
offer reassurance 提供安慰
"People want the response to be personal to them, to feel that they're being listened to and taken seriously," says Martin Stone, of PR agency Tank.
公关机构Tank的马丁·斯通说:“人们希望道歉能关乎他们个人,感觉到自己被倾听,而且被认真对待。”
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