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Podcast Episodes

What is behavioral economics? Why does it matter to you?

391. The Art of Apology with Marjorie Ingall and Susan McCarthy

In this episode of The Brainy Business podcast, host Melina Palmer dive into the fascinating world of apologies with Getting to Sorry coauthors Marjorie Ingall and Susan McCarthy. Discover the transformative power of saying ‘I’m sorry’ as Marjorie, a seasoned journalist, and Susan, an expert in wildlife behavior, share their insights from their journey with Sorrywatch.com to penning their book. Uncover the art and science behind making and accepting apologies, and why a well-crafted apology can mend bonds and heal wounds. 

Our hosts and the coauthors navigate the delicate balance between public and private apologies, and reflect on personal stories that underline the impact of a genuine apology. Understand how an apology’s sincerity can forge pathways to forgiveness, as highlighted in the six key steps to a good apology. With wisdom to offer both the apologizer and the recipient, this episode sheds light on how to effectively address bad apologies and the significance of moving forward after making amends. For a thought-provoking discussion that goes beyond a simple ‘sorry’, tune into this episode and experience the nuanced dance of contrition and forgiveness.

In this episode:

  • Master the Art of Crafting Effective Apologies in Business
  • Understand the Psychological Impact of Apologies and Forgiveness
  • Learn the Importance of Public vs Private Apologies in Business
  • Discover the Steps to Make a Sincere Apology in Professional Settings
  • Know How to Respond to Apologies Professionally in Business Interactions
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IN A RUSH?

HERE'S A 2 MINUTE TIP.

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SHOW NOTES:

00:00:00 – Introduction
Melina introduces the guests Marjorie Ingall and Susan McCarthy, coauthors of Getting to Sorry, and sets the stage for a discussion on the psychology of apologies.

00:02:45 – Passion for Apology
Marjorie and Susan share their passion for the subject of apology, driven by their personal experiences, backgrounds, and a desire to explore the psychology behind apologies.

00:08:34 – Building Sorry Watch
The guests provide insights into building and evolving their business, sorrywatch.com, focusing on the importance of staying true to their passion, pivoting when necessary, and becoming a resource for journalists.

00:14:23 – The Strength of Apology
The conversation delves into the misconception that apologies are a sign of weakness. Marjorie and Susan emphasize that offering a sincere apology is an act of great strength and vulnerability, not cowardice.

00:32:00 – The Etiquette of Apologizing
Marjorie and Susan discuss the etiquette of giving and receiving apologies, emphasizing the importance of not putting someone on the spot and using the right phrasing when seeking forgiveness.

00:33:01 – The Art of Forgiveness
The conversation delves into the importance of forgiveness and the significance of word choice in both giving and receiving apologies. They highlight the value of allowing space for both parties to think about the apology and forgiveness.

00:36:07 – Responding to Apologies
Marjorie and Susan share six steps for responding to apologies, including the importance of asking for clarification and understanding the impact of the apology. They also discuss the need to accept or reject an apology genuinely.

00:39:11 – The Value of Accepting Apologies
The discussion emphasizes the need to genuinely accept or reject an apology and to set clear boundaries for moving forward. The importance of owning one’s response and giving both parties the space to reflect is highlighted.

00:43:06 – The Art of Apologies
The conversation touches on the familiar framework of bad apologies and the cringy phrases often used. The value of humor, self-reflection, and genuine communication in crafting meaningful apologies is emphasized.

00:47:22 – The Power of Apology
Apologizing more and better can make the world a better place. Show notes include links to past episodes, books, and ways to connect with Marjorie and Susan at sorrywatch.com.

00:48:03 – Conclusion
What stuck with you while listening to the episode? What are you going to try? Come share it with Melina on social media — you’ll find her as @thebrainybiz everywhere and as Melina Palmer on LinkedIn.

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