真歉意还是假客套：如何判别道歉是真心还是假意_时事

真歉意还是假客套：如何判别道歉是真心还是假意

He says that, in the professional sphere, the phrase "formal apology" is often used, but, in reality, the opposite is what is required.

他说，在专业领域里经常用“正式道歉”这个短语，但事实上，人们需要的是非正式道歉。

From businesses, governments and organisations, a scripted response will fail to resonate as it will not convey empathy and compassion.

来自企业、政府和组织的道歉信无法让人们产生共鸣，因为它不能传达同理心和同情心。

Whether online or in person, the timing and choice of language in an apology are decisive factors.

无论是在网上道歉还是当面道歉，道歉的时机和语言选择都是决定因素。

"Firstly, it is important to show that you understand and sympathise," says Stone.

斯通说：“首先，应该表示你理解对方的感受并且表示同情，这很重要。”

"It is vital that any business or individual making an apology understands the focus - is it sorry for the way it's acted or is it sorry that the complainant feels the way they do?"

“任何作出道歉的企业或个人都应该理解的重点是：他们是为自己做事的方式感到懊悔，还是为造成抱怨者的不满而抱歉？”

如何分辨道歉是真心还是假意？从四个方面来判断

Spontaneity - watch out for the speed of response, the quicker the apology comes, the better indication that the person making it has felt an immediate sense of guilt