Turn a Defensive Apology Into Repair

You caused racial impact by confusing two Black colleagues in a public update, and your first impulse is to explain why it happened. Restorative repair: acknowledge action, name impact, apologize without excuse, state change, accept response. The common trap is a defensive apology: 'I am sorry, but I was tired.' It asks the person harmed to weigh your excuse against their impact. Before I am so sorry, I was exhausted and honestly I mix everyone up when I am stressed. I hope you know I did not mean anything by it. After I confused you with Marcus in the team…

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