英語島雜誌

道歉源於希臘語απολογία，即apologia，它是一種用來化解衝突的社交行為。不少人對於開口說「對不起」，感到難以啟齒，因為道歉牽扯到的是更複雜的「人心」，而非單純的「事情」，到底該不該為錯誤再多做解釋，又要怎麼平息對方的怒火，比較以下幾位名人的道歉事件，誰的道歉讓你最有感覺？誰卻讓情況更糟？

道歉的四個關鍵

1. Express remorse: 表示懊悔

2. Accept responsibility: 負起責任

3. Offer to repair the problem: 承諾解決

4. Admission of wrongdoing: 承認錯誤

Matt Lauer是美國國家廣播公司(NBC)知名晨間節目「今日秀」（Today）的主持人，從1997 接下20年的主持棒，卻在2017涉嫌「在職場上有不當性騷擾行為」(inappropriate sexual behavior in the workplace)而被NBC開除。美國國家廣播公司（NBC）的聲明也顯示，Matt Lauer涉嫌騷擾女同事應不是單一事件，選擇立即開除，除了表示公司對不容職場性騷的重視外，也意味著事件證據確鑿。

"There are no words to express my sorrow and regret for the pain I have caused others by words and actions. To the people I have hurt, I am truly sorry. As I am writing this, I realize the depth of the damage and disappointment I have left behind at home and at NBC. "

"Repairing the damage will take a lot of time and soul searching and I'm committed to beginning that effort. It is now my full-time job. The last two days have forced me to take a very hard look at my own troubling flaws. It's been humbling. I am blessed to be surrounded by the people I love. I thank them for their patience and grace."

道歉重點

Express remorse

Offer to repair the problem

Accept responsibility

本文摘錄自一張圖搞懂正式感Vs.隨意感 2018年4月號

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