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1、BRIANCRONIN72Foraleader,apublicapologyisalwaysahigh-riskmove.Understandingwhatapologiescanandcannotdowillhelpyouavoidbothfoolhardystonewallingandunnecessarycontrition.byBarbaraKellermanApologizeWhenShouldaLeaderandWhenNot?henwewrongsomeoneweknow,evenuninten-Ktionally,wearegenerallye
2、xpectedtoapologize.ThepersonwehurtfeelsCentitledtoanadmissionoferrorandanexpressionofregret.We,inturn,Atrytoamelioratethesituationbysaying,“I’msorry,”andperhapsmakingLrestitution.BButwhenwe’reactingasleaders,thecircumstancesaredifferent.Leadersareresponsiblenotonlyfortheirownbehavio
3、rbutalsoforNthatoftheirfollowers,whomightnumberinthehundreds,thousands,orAYevenmillions.Thefirstquestion,then,is,Whoexactlyistheguiltyparty?CThedegreeofdamageisanissueaswell.Whenaleaderfeelsobligedtoapologize,especiallyforatrespassinwhichfollowerswereinvolved,theharminflictedwaslikely
4、serious,widespread,andenduring.GSinceleadersspeakfor,aswellasto,theirfollowers,theirapologiesAhavebroadimplications.TheactofapologyiscarriedoutnotmerelyatMtheleveloftheindividualbutalsoattheleveloftheinstitution.ItisnotLEYapril200673WhenShouldaLeaderApologize–andWhenNot?onlypersonal
5、butalsopolitical.Itisaperformanceinwhichdenceofanadmissionofliability.”(Severalotherstateseveryexpressionmattersandeverywordbecomespartofdeemexpressionsofsympathyinadmissibleincourt–thepublicrecord.thoughforthem,fullapologiesareanothermatter.)Forleaderstoapologizepubliclyistherefore
6、ahigh-While,inthepast,fearofamalpracticesuitnearlyalwaysstakesmove:forthemselves,fortheirfollowers,andforprecludedhealthcareprovidersfromadmittingamis-theorganizationstheyrepresent.Refusaltoapologizecantake,UniversityofFloridalawprofessorJonathanR.besmart,oritcanbesuicidal.Conversel
7、y,readinesstoCohenobservesin“TowardCandorAfterMedicalError”apologizecanbeseenasasignofstrongcharacteroras(HarvardHealthPolicyReview,Spring2004),itis“pre-asignofweakness.Asuccessfulapologycanturnenmityciselythatsilence–thatfailuretoadmitamistakeandintopersonalandorganizationaltriumph
8、–whileanapol-apolog
