The Importance of Apologies

Political scientist Barbara Kellerman discusses the importance of public apologies:

We have more anecdotal evidence than hard data on what exactly apologies accomplish. Yet academic research conducted so far does suggest that leaders are prone to overestimate the costs of apologies and underestimate the benefits. We know, for example, that apologies often defuse the anger of those who were injured or feel wronged. In a recent British study of malpractice patients, 37 percent said they would never have gone to court in the first place had an explanation and an apology been extended. Similarly, a study conducted at the University of Missouri showed that contrary to the conventional wisdom—which is that a defendant in court is smart to avoid an admission of guilt—full apologies are more rather than less likely to result in quick settlements of lawsuits.

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