The other day, I ran into someone and we ended up discussing my last column on redeeming oneself after a mess-up—admit, apologize, amend. The person in question is a well-mannered professional who apologizes without hesitation when he bumps into someone on the street. But he admitted that when faced with a serious situation at work (or at home), he just didn’t know how to express remorse. He knows he has goofed, that the other party is understandably mad at him, sometimes he’s even genuinely sorry—but the words just stick in his throat.
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