This is the presentation slides, titled "Apologies: from a language of 'losers' to 'leaders', delivered to a group of students @ Ewha Womans Graduate School of Translation and Interpretation on October 8th, 2010.
Health Economics and Policy 5th Edition Henderson Solutions Manualragivusog
ย
Full download : http://alibabadownload.com/product/health-economics-and-policy-5th-edition-henderson-solutions-manual/
Health Economics and Policy 5th Edition Henderson Solutions Manual
Managing an organization through a crisis requires thinking about responses before a crisis occurs. All healthcare foundations can learn from our 1st hand case study.
Thesis Statement On Human Rights
Thesis Statement On Drug Addiction
Argumentative Essay On Climate Change
Thesis Statement On Capitalism And Capitalism
Thesis Statement On Child Abuse
Animal Testing Outline
Thesis Statement On Standardized Testing
A Thesis Statement For Death Penalty
Everyday Use Thesis Statement
Thesis Statement On Sexual Harassment
Thesis Statement For Domestic Violence
Cyber Security Breach : Thesis Statement
Thesis Statement About Marriage
Thesis Statement For Universal Health Care
Thesis Statement For Cyber Bullying
Thesis Statement For Mental Health
Thesis Statement Against Homework
Thesis Statement For Teen Suicide
Medical EthicsUtilitarianismConcluding Kantโs Th.docxARIV4
ย
Medical Ethics
Utilitarianism
Concluding Kantโs Theory
Moral Rights โ
He expresses these as positive and negative rights. Or โfreedom fromโ and โfreedom toโ
The rights to privacy, to not being killed, to not have our stuff taken from us, etc are all seen as negative rights.
The rights to education, medical care, food, housing and a fair trial are all seen as positive rights.
Kant points out that without both types of rights the categorical imperative would not work. In other words anything that you could will to universal law must not violate either set of rights.
Utilitarianism: Bentham
Bentham points out that two of the governing impulses in human nature are those of pain and pleasure. Within this we have a natural inclination towards pleasure and an avoidance of pain.
Bentham said that the purpose of morality is to maximize human happiness, as measured by pleasure and pain.
This being said Bentham didnโt have a strict structure of right and wrong but only that the right action was dependent upon the yield of greatest net happiness of all the alternatives.
Utility Principle
Idea put forth by John Stuart Mill. Essentially it states that the right act is that which creates the greatest good for the greatest number.
The most basic premise of utilitarianism is that acts are right in proportion to the amount of pleasure they produce while minimizing the amount of pain.
Moral Rights and the Harm Principle
Mill held that individual freedom be it of thought, speech, taste, action and political assembly was of the highest importance.
Individual freedom could only be curtailed by the harm principle.
โโฆthe only purpose for which power can be rightfully exercised over any member of a civilized community, against his will, is to prevent harm to others.โ (45)
To prevent harm to others individual freedoms can be limited.
Bentham in Bhutan
In the 1970โs the King of Bhutan decided that the Gross National Product (GNP) wasnโt the best way to determine the economic health of his country. He decided that using a system to determine the GNH (Gross National Happiness) was a more appropriate measure for the health of his nation. After developing a complex way of measuring a number of factors it was put into place. With updates done every couple of years.
Social interests
Utilitarianism is much different from egoism in that it wants to put the focus on maximum collective pleasure and minimum collective pain. In this they mean that all persons impacted by a decision or action must be taken into account to determine the correct action.
Preference Satisfaction
Not all pleasures are equal and often times it is said that not all potential pleasures need be judge on the same scale. It is pointed out that often times it is whether the greater problem is not fulfilling ones preferences because we no longer have that option.
And as Peter Singer points out we are not all equal actors either with regard to potential pleasures or ...
REPORT OF THE CSIS COMMISSION ON Smart Global Health .docxsodhi3
ย
REPORT OF THE CSIS COMMISSION ON
Smart Global Health Policy
A HEAlTHIER,
SAFER, ANd
MORE PROSPEROuS
WORld
COCHAIRS
William J. Fallon & Helene D. Gayle
1800 k STREET NW, WASHINgTON dC 20006
P. 202.887.0200 F. 202.775.3199 | WWW.CSIS.ORg
ร|xHSKITCy065974zv*:+:!:+:!
ISBN 978-0-89206-597-4
REPORT OF THE CSIS COMMISSION ON
Smart Global Health Policy
A HEAlTHIER,
SAFER, ANd
MORE PROSPEROuS
WORld
COCHAIRS
William J. Fallon & Helene D. Gayle
About CSIS At a time of new global opportunities and
challenges, the Center for Strategic and International
Studies (CSIS) provides strategic insights and
policy solutions to decisionmakers in government,
international institutions, the private sector, and
civil society. A bipartisan, nonprofit organization
headquartered in Washington, DC, CSIS conducts
research and analysis and develops policy initiatives
that look into the future and anticipate change.
Founded by David M. Abshire and Admiral Arleigh
Burke at the height of the Cold War, CSIS was
dedicated to finding ways for America to sustain its
prominence and prosperity as a force for good in
the world. Since 1962, CSIS has grown to become
one of the worldโs preeminent international policy
institutions, with more than 220 full-time staff
and a large network of affiliated scholars focused
on defense and security, regional stability, and
transnational challenges ranging from energy and
climate to global development and economic
integration.
Former U.S. senator Sam Nunn became chairman
of the CSIS Board of Trustees in 1999, and John
J. Hamre has led CSIS as its president and chief
executive officer since April 2000.
COCHAIRS
William J. Fallon (Cochair), Admiral, U.S. Navy (Retired)
Helene D. Gayle (Cochair), President & CEO, CARE
COMMISSIONERS
Rhona S. Applebaum, Vice President, The Coca-Cola Company
Christopher J. Elias, President & CEO, PATH
Representative Keith Ellison (D-MN)
William H. Frist, former U.S. Senate Majority Leader
Representative Kay Granger (R-TX)
John J. Hamre, President & CEO, CSIS; former U.S. Deputy Secretary of Defense
Peter Lamptey, President, Public Health Programs, Family Health International
Margaret G. McGlynn, former President, Global Vaccines & Infectious Diseases, Merck and Co.
Michael Merson, Director, Global Health Institute, Duke University
Patricia E. Mitchell, President & CEO, The Paley Center for Media
Surya N. Mohapatra, Chairman, President & CEO, Quest Diagnostics, Inc.
Thomas R. Pickering, Vice Chairman, Hills & Company
Peter Piot, Director, Institute for Global Health, Imperial College London; former Director of UNAIDS
Karen Remley, Commissioner, Virginia Department of Health
Judith Rodin, President, The Rockefeller Foundation
Joe Rospars, Founding Partner, Blue State Digital
Robert E. Rubin, Cochairman, Council on Foreign Relations; former U.S. Secretary of the Treasury
Senator Jeanne Shaheen (D-NH)
Donna E. Shalala, President, University of Miami; ...
Bioethics lecture UMDNJ-RWJ Medical School: "Addressing the Morass at the Int...Gary Schwitzer
ย
I began the talk by expressing my thanks and humility for being invited to speak in a lecture series that had previously hosted George Annas, Art Caplan, Robert Veatch, Linda and Zeke Emmanuel, Daniel Callahan and many others whose work I have followed and admired. I expressed my appreciation for being the first journalist to speak in the series and hoped that I would not be the last.
I noted that one previous speaker in the series had said, โIn the last 30 years, our entire ethical sensitivity has increased substantially.โ I began by wondering if the same could be said about increased ethical sensitivity in media messages about health care. And then I launched into my own 30 year retrospective.
I cited a few examples from the epiphany I had in 1984 as a reporter whose eyes were opened to the hype/misinformation disseminated on AIDS, Artificial Heart, Alzheimer's. And then I transitioned to a reflection on how the same or similar issues are covered today. I offered only a few examples; it would have been a 5-hour talk if I'd made the list more complete. CNN, not coincidentally, is cited in many of the examples, some of them from my own first-hand experience. From the โ80s, the network insisting on hourly live reports of artificial heart patient updates, and the hyping of a trial in 4 Alzheimerโs patients. In โ90, the hype of an AIDS patient (or was he?) claiming cure from a hyperthermia experiment. Then in the current era, CNN lending credence to cloning claims by a UFO-obsessed sect, and claiming an โexclusiveโ and โbreakthroughโ on a hospital news release claiming a cancer cure was within reach. The talk emphasized shared responsibilities on the part of all who communicate about medical research and health care claims. It touched on the imbalance in many media messages about screening tests, with journalists sometimes crossing the line from independent vetting into non-evidence-based advocacy. I cited the Statement of Principles of the Association of Health Care Journalists (which I wrote). It pointed to how medical journals can be complicit in the miscommunication of findings, but how many articles are now being published in journals raising questions about โspinโ and bias and interpretation and word choice.
Each year many groundless malpractice suits are initiated against health care providers. Physicians are pressured to settle frivolous lawsuits in order to minimize their financial risk. Damaging physician's reputations. Creating undue stress. And greatly increasing malpractice insurance premiums. The legal system leaves physicians vulnerable to frivolous lawsuits filed by unethical plaintiffs, attorneys and "expert" witnesses.
EMPHNET-PHE course: Module six ethical issues in public health emergencies an...Dr Ghaiath Hussein
ย
This is a series of presentations I gave in the Eastern Mediterranean Public Health Network (EMPHNET)'s Public Health Ethics (PHE) that was held in Amman in June 2014.
This presentation outlines the ethical issues in public health emergencies and disasters.
My talk to University of Wisconsin event, "Science Writing in Age of Denial"Gary Schwitzer
ย
This is an amended version to reduce file size to allow it to fit on SlideShare.
My main theme was news coverage of screening tests that emphasized only benefits while denying/ignoring/minimizing evidence of potential harms.
Health Economics and Policy 5th Edition Henderson Solutions Manualragivusog
ย
Full download : http://alibabadownload.com/product/health-economics-and-policy-5th-edition-henderson-solutions-manual/
Health Economics and Policy 5th Edition Henderson Solutions Manual
Managing an organization through a crisis requires thinking about responses before a crisis occurs. All healthcare foundations can learn from our 1st hand case study.
Thesis Statement On Human Rights
Thesis Statement On Drug Addiction
Argumentative Essay On Climate Change
Thesis Statement On Capitalism And Capitalism
Thesis Statement On Child Abuse
Animal Testing Outline
Thesis Statement On Standardized Testing
A Thesis Statement For Death Penalty
Everyday Use Thesis Statement
Thesis Statement On Sexual Harassment
Thesis Statement For Domestic Violence
Cyber Security Breach : Thesis Statement
Thesis Statement About Marriage
Thesis Statement For Universal Health Care
Thesis Statement For Cyber Bullying
Thesis Statement For Mental Health
Thesis Statement Against Homework
Thesis Statement For Teen Suicide
Medical EthicsUtilitarianismConcluding Kantโs Th.docxARIV4
ย
Medical Ethics
Utilitarianism
Concluding Kantโs Theory
Moral Rights โ
He expresses these as positive and negative rights. Or โfreedom fromโ and โfreedom toโ
The rights to privacy, to not being killed, to not have our stuff taken from us, etc are all seen as negative rights.
The rights to education, medical care, food, housing and a fair trial are all seen as positive rights.
Kant points out that without both types of rights the categorical imperative would not work. In other words anything that you could will to universal law must not violate either set of rights.
Utilitarianism: Bentham
Bentham points out that two of the governing impulses in human nature are those of pain and pleasure. Within this we have a natural inclination towards pleasure and an avoidance of pain.
Bentham said that the purpose of morality is to maximize human happiness, as measured by pleasure and pain.
This being said Bentham didnโt have a strict structure of right and wrong but only that the right action was dependent upon the yield of greatest net happiness of all the alternatives.
Utility Principle
Idea put forth by John Stuart Mill. Essentially it states that the right act is that which creates the greatest good for the greatest number.
The most basic premise of utilitarianism is that acts are right in proportion to the amount of pleasure they produce while minimizing the amount of pain.
Moral Rights and the Harm Principle
Mill held that individual freedom be it of thought, speech, taste, action and political assembly was of the highest importance.
Individual freedom could only be curtailed by the harm principle.
โโฆthe only purpose for which power can be rightfully exercised over any member of a civilized community, against his will, is to prevent harm to others.โ (45)
To prevent harm to others individual freedoms can be limited.
Bentham in Bhutan
In the 1970โs the King of Bhutan decided that the Gross National Product (GNP) wasnโt the best way to determine the economic health of his country. He decided that using a system to determine the GNH (Gross National Happiness) was a more appropriate measure for the health of his nation. After developing a complex way of measuring a number of factors it was put into place. With updates done every couple of years.
Social interests
Utilitarianism is much different from egoism in that it wants to put the focus on maximum collective pleasure and minimum collective pain. In this they mean that all persons impacted by a decision or action must be taken into account to determine the correct action.
Preference Satisfaction
Not all pleasures are equal and often times it is said that not all potential pleasures need be judge on the same scale. It is pointed out that often times it is whether the greater problem is not fulfilling ones preferences because we no longer have that option.
And as Peter Singer points out we are not all equal actors either with regard to potential pleasures or ...
REPORT OF THE CSIS COMMISSION ON Smart Global Health .docxsodhi3
ย
REPORT OF THE CSIS COMMISSION ON
Smart Global Health Policy
A HEAlTHIER,
SAFER, ANd
MORE PROSPEROuS
WORld
COCHAIRS
William J. Fallon & Helene D. Gayle
1800 k STREET NW, WASHINgTON dC 20006
P. 202.887.0200 F. 202.775.3199 | WWW.CSIS.ORg
ร|xHSKITCy065974zv*:+:!:+:!
ISBN 978-0-89206-597-4
REPORT OF THE CSIS COMMISSION ON
Smart Global Health Policy
A HEAlTHIER,
SAFER, ANd
MORE PROSPEROuS
WORld
COCHAIRS
William J. Fallon & Helene D. Gayle
About CSIS At a time of new global opportunities and
challenges, the Center for Strategic and International
Studies (CSIS) provides strategic insights and
policy solutions to decisionmakers in government,
international institutions, the private sector, and
civil society. A bipartisan, nonprofit organization
headquartered in Washington, DC, CSIS conducts
research and analysis and develops policy initiatives
that look into the future and anticipate change.
Founded by David M. Abshire and Admiral Arleigh
Burke at the height of the Cold War, CSIS was
dedicated to finding ways for America to sustain its
prominence and prosperity as a force for good in
the world. Since 1962, CSIS has grown to become
one of the worldโs preeminent international policy
institutions, with more than 220 full-time staff
and a large network of affiliated scholars focused
on defense and security, regional stability, and
transnational challenges ranging from energy and
climate to global development and economic
integration.
Former U.S. senator Sam Nunn became chairman
of the CSIS Board of Trustees in 1999, and John
J. Hamre has led CSIS as its president and chief
executive officer since April 2000.
COCHAIRS
William J. Fallon (Cochair), Admiral, U.S. Navy (Retired)
Helene D. Gayle (Cochair), President & CEO, CARE
COMMISSIONERS
Rhona S. Applebaum, Vice President, The Coca-Cola Company
Christopher J. Elias, President & CEO, PATH
Representative Keith Ellison (D-MN)
William H. Frist, former U.S. Senate Majority Leader
Representative Kay Granger (R-TX)
John J. Hamre, President & CEO, CSIS; former U.S. Deputy Secretary of Defense
Peter Lamptey, President, Public Health Programs, Family Health International
Margaret G. McGlynn, former President, Global Vaccines & Infectious Diseases, Merck and Co.
Michael Merson, Director, Global Health Institute, Duke University
Patricia E. Mitchell, President & CEO, The Paley Center for Media
Surya N. Mohapatra, Chairman, President & CEO, Quest Diagnostics, Inc.
Thomas R. Pickering, Vice Chairman, Hills & Company
Peter Piot, Director, Institute for Global Health, Imperial College London; former Director of UNAIDS
Karen Remley, Commissioner, Virginia Department of Health
Judith Rodin, President, The Rockefeller Foundation
Joe Rospars, Founding Partner, Blue State Digital
Robert E. Rubin, Cochairman, Council on Foreign Relations; former U.S. Secretary of the Treasury
Senator Jeanne Shaheen (D-NH)
Donna E. Shalala, President, University of Miami; ...
Bioethics lecture UMDNJ-RWJ Medical School: "Addressing the Morass at the Int...Gary Schwitzer
ย
I began the talk by expressing my thanks and humility for being invited to speak in a lecture series that had previously hosted George Annas, Art Caplan, Robert Veatch, Linda and Zeke Emmanuel, Daniel Callahan and many others whose work I have followed and admired. I expressed my appreciation for being the first journalist to speak in the series and hoped that I would not be the last.
I noted that one previous speaker in the series had said, โIn the last 30 years, our entire ethical sensitivity has increased substantially.โ I began by wondering if the same could be said about increased ethical sensitivity in media messages about health care. And then I launched into my own 30 year retrospective.
I cited a few examples from the epiphany I had in 1984 as a reporter whose eyes were opened to the hype/misinformation disseminated on AIDS, Artificial Heart, Alzheimer's. And then I transitioned to a reflection on how the same or similar issues are covered today. I offered only a few examples; it would have been a 5-hour talk if I'd made the list more complete. CNN, not coincidentally, is cited in many of the examples, some of them from my own first-hand experience. From the โ80s, the network insisting on hourly live reports of artificial heart patient updates, and the hyping of a trial in 4 Alzheimerโs patients. In โ90, the hype of an AIDS patient (or was he?) claiming cure from a hyperthermia experiment. Then in the current era, CNN lending credence to cloning claims by a UFO-obsessed sect, and claiming an โexclusiveโ and โbreakthroughโ on a hospital news release claiming a cancer cure was within reach. The talk emphasized shared responsibilities on the part of all who communicate about medical research and health care claims. It touched on the imbalance in many media messages about screening tests, with journalists sometimes crossing the line from independent vetting into non-evidence-based advocacy. I cited the Statement of Principles of the Association of Health Care Journalists (which I wrote). It pointed to how medical journals can be complicit in the miscommunication of findings, but how many articles are now being published in journals raising questions about โspinโ and bias and interpretation and word choice.
Each year many groundless malpractice suits are initiated against health care providers. Physicians are pressured to settle frivolous lawsuits in order to minimize their financial risk. Damaging physician's reputations. Creating undue stress. And greatly increasing malpractice insurance premiums. The legal system leaves physicians vulnerable to frivolous lawsuits filed by unethical plaintiffs, attorneys and "expert" witnesses.
EMPHNET-PHE course: Module six ethical issues in public health emergencies an...Dr Ghaiath Hussein
ย
This is a series of presentations I gave in the Eastern Mediterranean Public Health Network (EMPHNET)'s Public Health Ethics (PHE) that was held in Amman in June 2014.
This presentation outlines the ethical issues in public health emergencies and disasters.
My talk to University of Wisconsin event, "Science Writing in Age of Denial"Gary Schwitzer
ย
This is an amended version to reduce file size to allow it to fit on SlideShare.
My main theme was news coverage of screening tests that emphasized only benefits while denying/ignoring/minimizing evidence of potential harms.
Does your leadership behavior help or hurt your people and organization?THE LAB h
ย
Dr. Patricia Gianotti and Dr. Hoh Kim co-wrote an article "Does your leadership behavior help or hurt your people and organization?" in Dong-A Business Review, a premium business magazine in Korea (July 2017, Issue 1, No. 228, pp. 134-141). This is the full translation of the Korean article.
The Effect of Bad News and CEO Apology of Corporate on User Responses in Soci...THE LAB h
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by Hoh Kim, Jaram Park, Meeyoung Cha, Jaeseung Jeong
Graduate School of Culture Technology, Korea Advanced Institute of Science and Technology (KAIST), 305โ701, Daejeon, Republic of Korea
Published in 2015 @ PLoS ONE 10(5): e0126358. doi:10.1371/journal.pone.0126358
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Apologies ewha hoh_oct_2010_final
1. apologies:
from a language of โlosersโ to โleadersโ
October 8th, 2010
Presented for
Ewha Womans Graduate School of Translation and Interpretation
by
Hoh Kim, Founder & Head Coach @ THE LAB hยฎ
(twitter: @hoh/hoh.kim@thelabh.com)
Hoh Kim 2010 1
3. Dr. Das Gupta, the 74-year-old chairman of surgical
oncology at the University of Illinois Medical Center at Chicago,
made a serious mistake. He โopened up a patient and
removed the wrong sliver of tissue, in this case a segment of the
eighth rib instead of the ninthโฆโ
If you were Dr. Das Guptaโฆ,
how would you handle this?
Source: โDoctors Say โIโm Sorryโ Before โSee You in Courtโโ
(NYT.com, by Kevin Sack, May 18, 2008)
Hoh Kim 2010 3
4. โ deny and defendโ
a typical malpractice lawyerโs advice
But, Dr. Das Gupta did something remarkableโฆ
Source: โDoctors Say โIโm Sorryโ Before โSee You in Courtโโ
(NYT.com, by Kevin Sack, May 18, 2008)
Hoh Kim 2010 4
5. โAfter all these years, I cannot give you any excuse
whatsoeverโฆIt is just one of those things that
occurred. I have to some extent harmed you.โ
Dr. Das Gupta, a highly regarded cancer surgeon,
acknowledged his mistake to his patientโs face,
and sincerely apologized
Source: โDoctors Say โIโm Sorryโ Before โSee You in Courtโโ
(NYT.com, by Kevin Sack, May 18, 2008)
Hoh Kim 2010 5
6. The results of the apologies?
the patientโฆ:
โข retained a lawyer but decided not to sue;
โข after a brief negotiation, accepted $74,000 from the
hospital
โShe told me that the doctor was completely candid, completely
honest, and so frank that she and her husband โ usually the
husband wants to pound the guy โ that all the anger was gone,โ
(David J. Pritchard, the patientโs lawyer)
Source: โDoctors Say โIโm Sorryโ Before โSee You in Courtโโ (NYT.com, by Kevin Sack, May 18,
2008) Hoh Kim 2010 6
7. the results: when an organization adopts a new
approach of conflict resolution using apologiesโฆ
ยฝ
Within the first two years, malpractice filings
against the University of Illinois has dropped
by half
1/37
In the 37 cases where the hospital
acknowledged a preventable error and
apologized, only one patient has filed suit.
Source: โDoctors Say โIโm Sorryโ Before โSee You in Courtโโ
(NYT.com, by Kevin Sack, May 18, 2008)
Hoh Kim 2010 7
9. 98,000
(Institute of Medicine, US, 1999)
vs. 3,000
(9/11)
Korea?
โข 14,000 (7,000)
โข 7,600 (deaths result from traffic accidents - #5)
Hoh Kim 2010 9
10. before vs. after โdisclosureโ program
@ U of Michigan (Ann Arbor)
Number of claims and lawsuits against U of Mich. Health System
300
250 262
220
200 193
150 155
114 U of Mich.
100
83
50
0
2001 2002 2003 2004 2005 2007
disclosure program
introduced Hoh Kim 2010 10
11. before vs. after โdisclosureโ program
@ U of Michigan (Ann Arbor)
August 2001 August 2005
Annual litigation 3 million USD 1 million USD
cost
Average time to 20.7 months 9.5 months
resolution of
claims and
lawsuits
Hoh Kim 2010 11
12. How disclosure program works?
Step Action Remarks
#1: Initial โWe are sorry this happened We Approach, do NOT avoid
Disclosure & feel bad as we are sure you do Customer service framework
Apology too.โ; โWe are going to do a Empathy only at this stage
thorough investigationโฆas we Communicate what you know (what, when,
learn things, so will you.โ where vs. why, how, who)
Contact information
Help with phone calls, food,
lodging, clergy, etc.
#2: Thorough Involve outside expertsโฆdonโt Open, NOT closed-approach
& Transparent want to look like youโre grading Doctors or lawyers from patientโs side
Investigation your own papers!; Move quickly โ
UI Medical Center in 72 hours or
less; Stay in close contact with
patient/family
#3: Resolution- Apologize, Admit Fault,
Error Compensate
#3: Resolution- Empathize, Answer Questions,
No error Open Records, Prove Innocence,
Never Settle
Hoh Kim 2010 12
13. Three principles of disclosure
@ U of Mich.
โข Compensate quickly and fairly when
inappropriate medical care causes injury.
โข Defend medically appropriate care
vigorously.
โข Reduce patient injuries (and therefore
claims) by learning from mistakes.
- source: Univ. of Michigan Disclosure Program
Hoh Kim 2010 13
14. Major hospitals with disclosure program
โข VA hospital/all VA hospitals
โข University of Michigan
โข University of Illinois Medical Center
โข Stanford University and Harvard Teaching
Hospitals
โข Kaiser hospitals (28 hospitals)
โข Minneapolis Childrenโs
โข Catholic Healthcare West (40 hospitals)
โข COPIC
โข Catholic Health Initiatives
Hoh Kim 2010 14
15. State apology-immunity laws
Status States
Enacted (34) AZ, CA, CO, CT, DE, FL, GA, HI, ID, IL, IN, LA, ME, MD, MA,
MO, MT, NE, NH, NC, ND, OH, OK, OR, SC, SD, TN, TX, UT,
VT, VA, WA, WV, WY
States not AL, AK, AR, IA, KA,
enacted (16) KY, MI, MN, MS, NV, NJ, NM, PA, RI, WI
Hoh Kim 2010 15
16. โThe current tort system does not promote
open communication to improve patient
safety. On the contrary, it jeopardizes patient
safety by creating an intimidating liability
environment.โ
Hillary Rodham Clinton, and Barack Obama,
โMaking Patient Safety the Centerpiece of Medical Liability Reform,โ
New England Journal of Medicine (May 25, 2006)
Hoh Kim 2010 16
18. Why? โ personal context
โข A conclusion of my crisis communication
management consulting/coaching experience for
the last 12+ years
โข โThe other half of crisis management for medical
doctorsโ (The Korean Ophthalmological Society
Newsletter, Sept. 2007)
โข Doug Wojcieszak @ SorryWorks! Coalition โ Train
the trainer (St. Louis, 2007. 10)
โข Co-translated โSORRY WORKS!โ (with three MDs)
โข Co-write โLeadersโ apologies (tentative title, with Dr.
Jaeseung Jeong, to be published 1Q of 2011)
Hoh Kim 2010 18
19. Why? โ social context
โข Transparency: โvirtually everyone has a
camera and recorder 24 hours a dayโ
โข โPower shiftโ: from traditional
organization to individuals (social media
impact)
โข Responsibility: corporate social
responsibility
Hoh Kim 2010 19
21. Trend: Public apologies
in Korea and the U.S.
5000
4000
3000
2000
Chosun.com
1000 NYT.com
0
Data gathered: 1) โPublic apology (Kong-gae-sa-gwa)โ in chosun.com;
2) โPublic apology, apologize, and apologyโ in nyt.com
Hoh Kim 21
22. Trend (Korea): โPresidentialโ apologies
400
300
200 News
Blog (x 00)
100
0
๊น์์ผ ๊น๋์ค ๋ ธ๋ฌดํ ์ด๋ช ๋ฐ
News (headline search only) and blog post search by Naver using โ์ฌ๊ณผ,๊น์์ผ,โ
โ์ฌ๊ณผ, ๊น๋์ค,โ โ์ฌ๊ณผ, ๋ ธ๋ฌดํ,โ and โ์ฌ๊ณผ, ์ด๋ช ๋ฐโ were conducted April 18, 2010
Hoh Kim 22
23. Trend (the U.S.): โPresidentialโ apologies
2000
1500
1000 News
Blog (x000)
500
0
Clinton Bush Obama
News and blog search by Google using โapology, clinton,โ โapology, bush,โ and
โapology, obamaโ were conducted April 18, 2010
Hoh Kim 23
25. โIโm sorryโ is not really an apology.
Languages Examples/Remarks
Regret โIโm sorryโ
Account What are you sorry for?
Responsibility โI made a mistake,โ โIt was my faultโ
Repetition โI will neverโฆโ
Recovery action/
Financial vs. non-financial
Compensation
Forgiveness โWill you forgive me?โ
Hoh Kim 2010 25
26. โSorry seems to be the hardest wordโ?
(Elton John, released in 1976)
Sorry seems to be the easiest apologetic language.
Hoh Kim 2010 26
28. โToo lateโ: Jung Ji-youngโs case
โข <Donโt eat the marshmallow
yet>
โข Too late (the translation
issue was raised on Oct. 11th,
2006, but, she apologized in
the night of Oct. 19th, 2006)
โข Too much silenceโฆ
โข Legally โnot guiltyโ vs.
reputation/career
Hoh Kim 2010 28
29. โBetter late than earlyโ?
(Cynthia McPherson Frantz & Courtney Bennigson, 2005,
Journal of Experimental Social Psychology)
โข Victimโs satisfaction level: Later
apology > early apology > no apology
โข Voice and understanding (โmore time to
feel heard and understoodโ) is critical
before apology
โข Timing of personal vs. public apologies
Hoh Kim 2010 29
31. face to face is the best
(1:1 situation)
Hoh Kim 2010 31
32. Use of Youtube for โone to manyโ
public apologies on social media
jetBlue: David Neelman, (ex-)
CEO (2007. 2)
โ 360,000 viewed on Youtube
Domino pizza: Patrick Doyle
(2009. 4)
โ 750,000 viewed on Youtube
Hoh Kim 2010 32
33. Benefits of video apologies
โข Editing (production)
MATTEL Bob Eckert CEO
โข Timing (release)
(2007. 8)
Before video After video โข Search (attention)
apologies apologies
Purchase intention 71% 76%
Trust 75% 84%
Source: HRD Research (August 2007)
http://www.mediacurves.com/nationalmediafocus/J6482/
Hoh Kim 2010 33
40. No โpassive voiceโ
โข โclassic Washington
linguistic constructโ
(New York Times)
โข โMistakes were madeโ
has been used widely
โ Ronald Reagan (Iran-
Contra scandal)
โ Sununu, Chief of Staff for
George Bush
โ Bill Clinton (Fund raising)
โ Steve Balmer (Microsoft)
Hoh Kim 2010 40
41. No โconditionalโ
โข โI am sorry if anyone was
offended by the wardrobe
malfunction during the
halftime performanceโ (media
relations manager for Justin Timberlake)
Hoh Kim 2010 41
42. โI am sorry if you were hurt by
my comment.โ
vs.
โI am sorry I hurt you.โ
Hoh Kim 2010 42
45. Mistakes are part of the dues one pays for a full life.
(Sophia Loren)
Hoh Kim 2010 45
46. โข Every human being makes, small or
large, mistakes throughout her/his life.
โข Leaders are human beings, and no
exception to this rule.
โข So, all leaders make mistakes, in the
past, present, and future.
Hoh Kim 2010 46
47. Of course, good leaders
will try to prevent
their mistakes/wrongdoings,
but, still,
some mistakes/wrongdoings
will happen, anyway.
Hoh Kim 2010 47
48. Then, how to protect your
leadership when you already
made a mistake?
Hoh Kim 2010 48
49. The best way to protect your leadership
in front of your mistakes/wrongdoings is
NOT to protect yourselfโฆ
Hoh Kim 2010 49
50. but to protect your relationship
with โthe other(s),โ
and right apologies are the
languages for you in front of your
mistakes/wrongdoings.
โUnderstanding when and how to apologize
can provide invaluable insights into our
relationships with others.โ (Nick Smith)
Hoh Kim 2010 50
51. Apology is a new language
of โleaders,โ not โlosers.โ
Hoh Kim 2010 51
52. apologies:
from a language of โlosersโ to โleadersโ
October 8th, 2010
Presented for
Ewha Womans Graduate School of Translation and Interpretation
by
Hoh Kim, Founder & Head Coach @ THE LAB hยฎ
(twitter: @hoh/hoh.kim@thelabh.com)
Hoh Kim 2010 52