The document discusses elements of effective organizational apologies and signs of deceptive behavior. An effective apology should be timely, accept responsibility actively rather than passively, express remorse and promise compensation. Signs of deception include distancing or qualifying language, excessive detail, freezing the upper body rather than fidgeting, looking in the eyes too much or withdrawing eye contact, changes in voice volume or tone, and nonverbal inconsistencies like head shaking.

1. analyzing

2. what makes an effective
organizational apology?

3. • timeliness
• active (vs. passive) acceptance of
responsibility
• expression of remorse/sympathy
• promise of compensation
high degreelow degree
FORGIVENESSNO FORGIVENESS
Elements of Effective Apologies

4. • “Non-contracted denial” – overly formal, rather
than informal language
• Distancing language
• Qualifying language: “Well, to tell you the truth,”
“In all candor,” repeating question, too much
detail
(Pamela Meyer, Liespotting)

5. • Doesn’t necessarily fidget – freezes
upper body
• Look in eyes too much
• Withdrawn, look down, lower voice, be
quiet
• “Duping delight”
• Shaking head “no” when
• they’re saying “yes”
• Blinks more or less than normal
• Points feet toward exit
Signs of Deceptive Behavior
(Pamela Meyer, Liespotting)