Apologising

•Apologizing effectively is a very useful business skill, which students seldom appreciate. For purely mercenary reasons, it makes sense. Research in the US and the UK shows that a sincere apology to an unhappy customer (quickly followed by the relevant corrective measures) often leads to an improved relationship and an increase in business.

1) How to make an apology:

2) Good ways to say "sorry":

3) Scenario One:

4) Scenario Two:

5) Scenario Three:

6) An apology from Will Smith:

Practice: Writing a short email of apologising

Practice writing a short email from either Filippo to Emily or Emily to Filippo, apologising for your behaviour in the meeting (page 38) and asking for another appointment.