A three-step apology: say you're sorry, acknowledge why it hurt them, and commit to a concrete change. Each step restores a different part of trust.
So what's the best way to apologize to someone after you said something that you really didn't mean in the heat of the moment? The formula that I teach is one, the apology. This is the I'm sorry, I apologize. Two is acknowledging how they felt by it or how they would feel by it. I can understand why that's upsetting. I can see how that hurt you. It's acknowledging the feeling. What you're saying in that moment is how you feel is reasonable. That is. extremely comforting to the other person. And lastly, in three is the next step. Next time, I'm going to get your permission before I do X, Y, and Z. I'm not going to bring that topic, that sensitive trigger, whatever it is up again, or now I know. It's showing that there's a future remedy.
Secret Service Agent: Your Neutral Face Is Making People Distrust You (Here's How to Fix It)
