This just in…
WHAT HE SAID:
“I’m sorry the financial crisis has had such a devastating impact for our country…I’m sorry about the millions of people, average Americans, who lost their homes. And I’m sorry that our management team, starting with me, like so many others could not see the unprecedented market collapse that lay before us.”
WHAT I SAY: Here are the Five Languages of Apology that Gary Chapman and I developed based upon research for our (2006) book by the same title.
1. Expressing regret- Saying “I’m sorry for the hurt I’ve caused”
2. Accepting responsibility- Saying “I was wrong.”
3. Making restitution- Asking, “What can I do to make things right?
4. Genuinely repenting- Stating that you will try not to do it again.
5. Requesting forgiveness- Asking, “Will you please forgive me?”
In his apology, Mr. Prince used only the first language of apology. Based upon our research, he would have missed 72% of the public with these statements of regret. Here, he did not accept responsibility, make restitution, express plans for change, or request forgiveness. Later in the meeting, it is reported that he talked about his own considerable financial losses. A word to the wise: When apologizing, it’s best to omit your own hurts and focus on the pain you have caused others.
What would you like to say about Citigroup?