The Commonwealth Ombudsman’s Office has issued a new factsheet on the correct way to deliver an apology.
The Office said its factsheet provided guidance to education providers on how to deliver an effective apology.
“Nobody is perfect, and neither is any organisation—we all make mistakes,” the Ombudsman’s Office said.
“Things can and will go wrong,” it said.
“Giving an effective apology can go a long way to putting things right, resolving disputes and complaints, and rebuilding trust and confidence; it shows your organisation is transparent, accountable and treats people with respect.”
The factsheet – How to deliver an effective apology – says apologising was a sign of strength, rather than weakness, as it involved an individual or entity taking responsibility for the effects of their actions.
“A good apology needs to be genuine, sincere, tailored to the individual and the situation,” it said.
“Consider giving an apology even if the person hasn’t requested it.
“It is helpful to look at what outcome the person wants. Some people look for acknowledgement that wrong has been done to them, while others want reassurance that it will not happen again.”
It said it was best to give an apology as early as possible and to deliver it well.
The Office said that a good apology consisted of recognising the mistake and the harm it caused; taking responsibility, if appropriate; expressing regret; explaining what happened; explaining what will be done to fix the issue or prevent a reoccurrence; and, if appropriate, asking forgiveness.
“An apology can be significantly less effective if things are included or omitted that prompt the recipient to question the apology’s sincerity,” it said.
The Ombudsman’s Office advised entities to avoid apologies that were inaccurate; misguided; generalised; avoidant; conditional; or partial.
The two-page factsheet can be accessed at this PS News link.
