From Sorry-But to Real Repair
Transform a defensive apology into a repair that includes responsibility, harm, and repair offer.
Rina needs to repair after missing a client prep review and sending a defensive apology. Before: regret plus explanation, but no impact or repair offer. After: responsibility, impact, explanation, and a next-step repair. Responsibility moved first. The after version says 'I missed the review' before explaining the calendar conflict, so context does not sound like excuse. Impact is named. The teammate hears that Rina understands the risk created, not just that Rina feels bad. The repair is concrete. A specific prep-note deadline and confirmation request are easier to trust than 'I will do better.' The relationship is reopened. The repair…
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