Apologizing for Withdrawals—A Key to Maintaining Trust
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Apologizing for Withdrawals—A Key to Maintaining Trust
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概要
Episode 11 of “Building Better Relationships in Construction” explores how apologies can repair “withdrawals” from the relationship bank account. Using Paul Schwinghammer’s framework, Alex and Sabrina explain that withdrawals are disappointments—delays, miscommunications, oversights—while apologies, when done right, become deposits that restore trust. They stress that apologies are not about admitting legal fault but about acknowledging impact: validating the client’s feelings, saying “I’m sorry” plainly (without “but” or “if”), and stating what you’ll do next. Examples include apologizing when messages don’t reach clients or when deadlines are missed, and separating empathy (“I’m sorry this caused concern”) from technical admissions. Timing, sincerity, and follow‑through are critical, as is documenting corrective action. Over time, consistent, appropriate apologies create a culture of honesty and respect, making relationships more resilient. The episode closes with a role play and practical tips for training teams so apologizing becomes a normal, strategic part of company behavior.