TY  - BOOK
AU  - Kador, John
TI  - Effective apology: mending fences, building bridges, and restoring trust / 
T2  - A BK business book
SN  - 9781259005169
U1  - 659.2 
PY  - 2012///
CY  - New Delhi
PB  - Tata McGraw Hill
KW  - Corporate image
KW  - Apologizing
KW  - Corporations
KW  - Public relations
KW  - Business communication
KW  - Crisis management
N1  - Includes bibliographical references (p. 243-251) and index; The age of apology -- Why we apologize and what it accomplishes -- Recognition -- Responsibility -- Remorse -- Restitution -- Repetition -- When, where, and how to apologize -- How to accept (and reject) an apology -- Apology and forgiveness -- Obstacles to wholehearted apology -- The best apology possible : ten apology do’s and don’ts -- Talking about apology : frequently asked questions -- What can I do now? Five apology practices
ER  -