iStock/Thinkstock(COLUMBUS, Ohio) — Simply saying “I’m sorry” isn’t good enough, according to a new study from Ohio State University. Researchers found that a truly effective apology, one that might help a bad situation, requires up to six key components. And some components are worth more than others when trying to return to good graces.
“Apologies really do work, but you should make sure you hit as many of the six key components as possible,” said Roy Lewicki, lead author of the study and professor emeritus at The Ohio State University’s Fisher College of Business.
The six magic factors are (1) Expression of regret, (2) Explanation of what went wrong, (3) Acknowledgement of responsibility, (4) Declaration of repentance, (5) Offer of repair, and (6) Request for forgiveness.
The researchers conducted two experiments involving the reactions of 755 people to versions of apologies that included from one to six of elements, for the study published in the May 2016 issue of Negotiation and Conflict Management Research. In both experiments, participants were given a scenario of a transgression – an employee making an error on a tax form – and were then made to evaluate the effectiveness of an apology.
Although there was some variations in results from the experiments, the consistent findings were that the more components included in the apology, the more credible and adequate the apology was perceived.
As for which components are most essential, accepting responsibility, or acknowledging something was your fault, was considered foremost. The next most convincing factor is an offer to repair, because it shows commitment and sincerity to undo the damage.
The least effective element was the request for forgiveness, which according to Lewicki, did the least to influence the forgiveness of the study’s participants. “That’s one you can leave out if you have to,” he said.
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