Author: Cary Cooper & Sean O’meara

“The Apology Impulse: How the Business World Ruined Sorry and Why We Can’t Stop Saying It” by Cary Cooper and Sean O’Meara explores the modern phenomenon of corporate apologies and how they have become both overused and ineffective.

Summary

The book delves into the psychology and motivations behind apologies in the business world, particularly in the age of social media and outrage culture. It highlights how companies frequently issue apologies for minor grievances, often using vague and jargon-filled language that lacks genuine remorse. This overuse has led to a devaluation of the word “sorry,” making it less meaningful when a real apology is needed¹².

Key points covered in the book include:

• The Crisis of Apologies: The authors discuss how the frequency of corporate apologies has skyrocketed, with companies like American Airlines issuing hundreds of apologies daily for minor issues².
• The Psychology of Apologies: The book examines why saying sorry is an essential human ritual and how it has been co-opted by businesses to manage public relations².
• Effective Apologies: Cooper and O’Meara provide insights into what makes an apology genuine and effective, emphasizing the importance of addressing the grievances of the wronged parties².
• Case Studies: The book includes various case studies of corporate apologies, analyzing what went wrong and what could have been done better¹.

Reviews

The book has received mixed reviews:

• Positive Reviews: Many readers appreciate the book’s timely and insightful analysis of corporate apologies. They find the case studies particularly enlightening and the advice on making genuine apologies useful¹.
• Critical Reviews: Some readers feel that the book can be repetitive and that it sometimes overstates the problem. A few also mentioned that the writing style could be more engaging¹.

Overall, “The Apology Impulse” is a thought-provoking read for anyone interested in public relations, corporate communications, or the psychology of apologies. It offers valuable lessons for businesses on how to navigate the complex landscape of modern apologies.

Source:
(1) The Apology Impulse: How the Business World Ruined Sorr…. https://www.goodreads.com/book/show/43289623-the-apology-impulse.
(2) The Apology Impulse Summary of Key Ideas and Review | Cary Cooper and …. https://www.blinkist.com/en/books/the-apology-impulse-en.
(3) The Apology Impulse Summary – Four Minute Books. https://fourminutebooks.com/the-apology-impulse-summary/.