{"id":46932,"date":"2023-10-06T14:20:45","date_gmt":"2023-10-06T13:20:45","guid":{"rendered":"https:\/\/grayling.com\/news-and-views\/the-art-of-the-apology\/"},"modified":"2023-10-06T14:20:45","modified_gmt":"2023-10-06T13:20:45","slug":"the-art-of-the-apology","status":"publish","type":"post","link":"https:\/\/grayling.com\/de\/news-and-views\/the-art-of-the-apology\/","title":{"rendered":"The Art of the Apology"},"content":{"rendered":"<p><span data-contrast=\"auto\">This week, Grayling hosted an expert panel to discuss the \u201cArt of the Apology\u201d with a focus on how organisations can navigate crises and issues during a time of heightened scrutiny and expectations on businesses and individuals.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">External socio-political pressures have rarely been so constant as a backdrop to communications as they are in recent times, from Brexit to Covid to the cost-of-living crisis. When things go wrong, and as we learn to live with permacrisis, \u201csorry\u201d still seems to be the hardest word for many leaders and businesses.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The panel was chaired by Grayling\u2019s Senior Counsel, <\/span><b><span data-contrast=\"auto\">Scott Langham<\/span><\/b><span data-contrast=\"auto\">, and included:<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:0,&quot;335559740&quot;:240}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"-\" data-font=\"Calibri\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Calibri&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Jenny Afia<\/span><\/b><span data-contrast=\"auto\">, partner at <\/span><span data-contrast=\"auto\">Schillings<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"-\" data-font=\"Calibri\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Calibri&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Lord Kamlesh Patel<\/span><\/b><span data-contrast=\"auto\">, chair of <\/span><span data-contrast=\"auto\">Yorkshire County Cricket Club\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"-\" data-font=\"Calibri\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Calibri&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Baroness Nicky Morgan,<\/span><\/b><span data-contrast=\"auto\"> Former Secretary of State for <\/span><span data-contrast=\"auto\">DCMS<\/span><span data-contrast=\"auto\"> and <\/span><span data-contrast=\"auto\">Education Secretary<\/span><span data-contrast=\"auto\">\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"-\" data-font=\"Calibri\" data-listid=\"1\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Calibri&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;-&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><b><span data-contrast=\"auto\">Stephen Bevan<\/span><\/b><span data-contrast=\"auto\">, Former News Editor, <\/span><span data-contrast=\"auto\">The Sunday Times<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">Held under Chatham House rules, the event explored how organisations and leaders can prepare for the worst, the lessons we can learn from some of the biggest communications issues of recent times, and what this means for planning, firefighting and rebuilding reputation.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">The wide-ranging conversation touched on topics such as the importance of empathy during a crisis, the move toward greater transparency and openness, and the legal ramifications of apologising and what this means for liability. During the discussion, some key insights emerged:\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<ul>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"1\" data-aria-level=\"1\"><strong>An apology without action loses impact:<\/strong><span data-contrast=\"auto\"> saying sorry is a good start but without action \u2013 in terms of addressing what happened and seeking to make things right \u2013 it can be detrimental to an organisation or leader\u2019s reputation.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"2\" data-aria-level=\"1\"><span data-contrast=\"auto\"><strong>Addressing an issue head-on is an opportunity to drive real change:<\/strong> i<\/span><span data-contrast=\"auto\">t can be tempting in a time of ongoing disruption to avoid addressing problems that might disappear from the news cycle as quickly as they appear. The danger of such an approach is that issues can continue to cause damage and may re-emerge. Admitting that something went wrong can be a platform for positive reputational benefit, if real and lasting change is the end result.\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"3\" data-aria-level=\"1\"><strong>Empathy and understanding of the wider context are crucial<\/strong><span data-contrast=\"auto\"><strong>:<\/strong> a vital component of a successful crisis response is factoring in a human and relatable response, tapping into the public mood. This also plays a part in the authenticity of an apology \u2013 demonstrating understanding will mean that an apology will be regarded as genuinely remorseful rather than lip service.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><strong>The medium is the message<\/strong><span data-contrast=\"auto\"><strong>:<\/strong> there are a multitude of ways to apologise, but the way to deliver your message is fundamental, from a CEO going on live TV to pre-recorded content to judicious use of social. This is where understanding of your audience, and key stakeholders, as well as ongoing relationships can help to drive understanding with those who need it most.<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><strong>There is a misconception that lawyers and PRs are against each other<\/strong><span data-contrast=\"auto\"><strong>:<\/strong> in fact, both are prioritising their clients, and working side by side can breed exceptional results and protect reputations. Liability is clearly a factor, but each case must be considered on its merits, and gut feel can often help to sway the basis of advice.<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<li data-leveltext=\"\uf0b7\" data-font=\"Symbol\" data-listid=\"2\" data-list-defn-props=\"{&quot;335552541&quot;:1,&quot;335559684&quot;:-2,&quot;335559685&quot;:720,&quot;335559991&quot;:360,&quot;469769226&quot;:&quot;Symbol&quot;,&quot;469769242&quot;:[8226],&quot;469777803&quot;:&quot;left&quot;,&quot;469777804&quot;:&quot;\uf0b7&quot;,&quot;469777815&quot;:&quot;hybridMultilevel&quot;}\" aria-setsize=\"-1\" data-aria-posinset=\"4\" data-aria-level=\"1\"><strong>Ingredients of a good apology<\/strong><span data-contrast=\"auto\"><strong>:<\/strong> clear (including the word sorry), concise, empathetic, and accountable \u2013 delivered in good time, and in a tone which resonates!\u00a0<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/li>\n<\/ul>\n<p><span data-contrast=\"auto\">With thanks to all our panellists and our highly-engaged audience!<\/span><span data-ccp-props=\"{&quot;201341983&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:259}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">If you would like to learn more about how we could help you or your organisation with crisis and issues management please\u202f<\/span><span data-contrast=\"auto\">get in touch<\/span><span data-contrast=\"auto\"> with us at <\/span><a href=\"mailto:crisis@grayling.com\"><span data-contrast=\"none\">crisis@grayling.com<\/span><\/a><span data-contrast=\"auto\">.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"This week, Grayling hosted an expert panel to discuss the \u201cArt of the Apology\u201d with a focus on how organisations can navigate crises and issues during a time of heightened scrutiny and expectations on businesses and individuals.\u00a0\u00a0 External socio-political pressures have rarely been so constant as a backdrop to communications as they are in recent&#8230;","protected":false},"author":5,"featured_media":45728,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[544],"tags":[],"class_list":["post-46932","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized-de-2","Sector-crisis-and-issues-management"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.9 - 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