Source of article ComCon - Communication Consulting.

When mistakes are made in social situations, the appropriate response is to apologize. When professionals make mistakes while providing services, an apology has the potential to expose professionals to litigation and findings of liability. When a mistake is made, can a professional offer a statement of remorse, rather than an apology, without incurring liability and damages? A statement of remorse is an expression of sadness about an event that lacks any admission of responsibility or fault (e.g., “I am sorry for the unfortunate death of Xavier”, “I am sorry you had a myocardial infarction”). Bornstein and colleagues (2002) examined the effects of defendant remorse on monetary damages…