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

要讓人進入你的邏輯，先要懂他的邏輯。Facebook的動態消息News Feed問世時曾經出包，馬克佐伯格Mark Zuckerberg寫了封公開信為造成的隱私漏洞道歉，設想各種可能的聲音，一一誠摯說明，這是另一種漂亮的道歉。

“We really messed this one up. When we launched News Feed and Mini-Feed we were trying to provide you with a stream of information about your social world. Instead, we did a bad job of explaining what the new features were and an even worse job of giving you control of them. I'd like to try to correct those errors now.

This was a big mistake on our part, and I'm sorry for it. But apologizing isn't enough. I wanted to make sure we did something about it, and quickly. So we have been coding nonstop for two days to get you better privacy controls. This new privacy page will allow you to choose which types of stories go into your Mini-Feed and your friends’ News Feeds, and it also lists the type of actions Facebook will never let any other person know about. If you have more comments, please send them over.”

This may sound silly, but I want to thank all of you who have written in and created groups and protested. Even though I wish I hadn't made so many of you angry, I am glad we got to hear you.

道歉重點

An explanation of your words or actions

Admission of wrongdoing

Accept responsibility

Offer to repair the problem

Acknowledgment that you understand how your victim has suffered

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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