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All HBS Web
(97)
- News (41)
- Research (43)
- Multimedia (6)
- Faculty Publications (13)
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- May 2014
- Article
I'm Sorry About the Rain! Superfluous Apologies Demonstrate Empathic Concern and Increase Trust
By: A.W. Brooks, H. Dai and M.E. Schweitzer
Existing apology research has conceptualized apologies as a device to rebuild relationships following a transgression. As a result, apology research has failed to investigate the use of apologies for outcomes for which individuals are obviously not culpable (e.g.,...
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Keywords:
Superfluous Apology;
Apology;
Benevolence-based Trust;
Empathy;
Stochastic Trust Game;
Trust;
Emotions;
Societal Protocols
Brooks, A.W., H. Dai, and M.E. Schweitzer. "I'm Sorry About the Rain! Superfluous Apologies Demonstrate Empathic Concern and Increase Trust." Social Psychological & Personality Science 5, no. 4 (May 2014): 467–474.
- July 2019
- Article
The Elements of a Good Company Apology
By: Sandra J. Sucher and Shalene Gupta
Sucher, Sandra J., and Shalene Gupta. "The Elements of a Good Company Apology." Special Issue on Broken Trust. Harvard Business Review: The Big Idea (July 2019).
- December 2017
- Case
La Ceiba: Navigating Microfinance and Relationships in Honduras (A)
By: Christine L. Exley, John Beshears and Alison Wood Brooks
This case follows the program director of La Ceiba, a Honduras-based microfinance institution, as he navigates four challenging negotiation scenarios involving the organization's loan clients. Students are asked to adopt the perspective of the Program Director and to...
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Keywords:
Negotiation;
Power;
Apology;
Negotiation Process;
Microfinance;
Power and Influence;
Situation or Environment
Exley, Christine L., John Beshears, and Alison Wood Brooks. "La Ceiba: Navigating Microfinance and Relationships in Honduras (A)." Harvard Business School Case 918-014, December 2017.
- August 17, 2023
- Article
How to Build a Life: How to Apologize Like a Pro
By: Arthur C. Brooks
Brooks, Arthur C. "How to Build a Life: How to Apologize Like a Pro." The Atlantic (August 17, 2023).
- December 2017
- Supplement
La Ceiba: Navigating Microfinance and Relationships in Honduras (B)
By: Christine L. Exley, John Beshears and Alison Wood Brooks
Supplements the (A) case.
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Keywords:
Negotiation;
Power;
Apology;
Negotiation Process;
Microfinance;
Power and Influence;
Situation or Environment
Exley, Christine L., John Beshears, and Alison Wood Brooks. "La Ceiba: Navigating Microfinance and Relationships in Honduras (B)." Harvard Business School Supplement 918-015, December 2017.
- December 2017 (Revised March 2022)
- Teaching Note
La Ceiba: Navigating Microfinance and Relationships in Honduras (A) and (B)
By: Christine L. Exley, John Beshears and Alison Wood Brooks
Teaching Note for cases 918-014 and 918-015.
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- Article
The Organizational Apology: A Step-by-Step Guide
By: Maurice E. Schweitzer, Alison Wood Brooks and Adam D. Galinsky
At some point, every company makes a mistake that requires an apology—to an individual; a group of customers, employees, or business partners; or the public at large. And more often than not, companies and their leaders fail to apologize effectively, if at all, which...
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Schweitzer, Maurice E., Alison Wood Brooks, and Adam D. Galinsky. "The Organizational Apology: A Step-by-Step Guide." Harvard Business Review 93, no. 9 (September 2015): 44–52.
- November 2007
- Supplement
Differences at Work: Sam (B)
By: Sandra J. Sucher and Rachel Gordon
In Differences at Work: Sam (B) HBS Case No. 9-408-054 Sam receives an informal apology from Human Resources which leaves Sam feeling unsatisfied as it is not an official company response. Sam leaves the company for unrelated reasons shortly thereafter but still...
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Keywords:
Working Conditions;
Human Resources;
Social Psychology;
Conflict and Resolution;
Resignation and Termination;
Employees;
Policy
Sucher, Sandra J., and Rachel Gordon. "Differences at Work: Sam (B)." Harvard Business School Supplement 408-054, November 2007.
- November 2007
- Supplement
Differences at Work: Emily (C)
By: Sandra J. Sucher and Rachel Gordon
In Differences at Work: Emily (C) HBS Case No. 9-408-047 describes how the original email author apologizes to her acknowledging that his behavior was extremely inappropriate. While Emily accepts the apology, she still forwards the email on to her boss with a note...
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Keywords:
Behavior;
Working Conditions;
Employees;
Interpersonal Communication;
Resignation and Termination
Sucher, Sandra J., and Rachel Gordon. "Differences at Work: Emily (C)." Harvard Business School Supplement 408-047, November 2007.
- Article
How Implicit Beliefs Influence Trust Recovery
By: M. Haselhuhn, M.E. Schweitzer and A. Wood
After a trust violation, some people are quick to forgive, whereas others never trust again. In this report, we identify a key characteristic that moderates trust recovery: implicit beliefs of moral character. Individuals who believe that moral character can change...
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Haselhuhn, M., M.E. Schweitzer, and A. Wood. "How Implicit Beliefs Influence Trust Recovery." Psychological Science 21, no. 5 (May 2010): 645–648.
- 15 Oct 2007
- Research & Ideas
Businesses Beware: The World Is Not Flat
Thomas Friedman, author of "The World Is Flat: A Brief History of the Twenty-first Century", opines that a number of events ranging from the fall of the Berlin Wall to the rise of the Internet have flattened the competitive landscape worldwide by increasing...
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Keywords:
by Martha Lagace
- November 2008
- Supplement
Differences at Work: Sameer (B)
By: Sandra J. Sucher and Rachel Gordon
In Differences at Work: Sameer (B) HBS Case No. 9-609-054, Sameer leaves the firm at the summer's end without confronting his employer about the jokes and wondering whether he made the right choice. Later Sameer's former employer calls him to apologize for their...
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Keywords:
Decision Choices and Conditions;
Moral Sensibility;
Resignation and Termination;
Working Conditions;
Opportunities;
Behavior
Sucher, Sandra J., and Rachel Gordon. "Differences at Work: Sameer (B)." Harvard Business School Supplement 609-054, November 2008.
- 08 Sep 2015
- First Look
September 8, 2015
Galinsky Abstract—At some point, every company makes a mistake that requires an apology—to an individual; a group of customers, employees, or business partners; or the public at large. And more often than not, companies and their leaders fail to View Details
Keywords:
Carmen Nobel
- 08 Nov 2016
- Working Paper Summaries
Managers' Cultural Background and Disclosure Attributes
- 2016
- Working Paper
Managers' Cultural Background and Disclosure Attributes
By: Francois Brochet, Gregory S. Miller, Patricia Naranjo and Gwen Yu
We examine how a manager’s ethnic cultural background affects managers’ communication with investors. Using a sample of earnings conference calls transcripts with 26,430 executives from 42 countries, we find that managers from ethnic groups that have a more...
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Keywords:
Disclosure Tone;
Individualism;
Conference Calls;
Ethnic Group;
Management Style;
Communication Intention and Meaning;
Ethnicity;
Corporate Disclosure;
Financial Reporting
Brochet, Francois, Gregory S. Miller, Patricia Naranjo, and Gwen Yu. "Managers' Cultural Background and Disclosure Attributes." Harvard Business School Working Paper, No. 17-027, October 2016.
- 25 Oct 2016
- First Look
October 25, 2016
transcripts with 26,430 executives from 42 countries, we find that managers from ethnic groups that have a more individualistic culture (i) use a more optimistic tone, (ii) exhibit greater self-reference, and (iii) make fewer apologies in...
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Keywords:
Sean Silverthorne
- 06 Nov 2023
- Research & Ideas
Did You Hear What I Said? How to Listen Better
it may be as simple as apologizing and asking the speaker to repeat what they said—but many of us are reluctant to do that because it seems to show we didn’t care about what the other person was saying. In reality, however, it may...
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by Michael Blanding
- 02 Feb 2023
- Research & Ideas
Why We Still Need Twitter: How Social Media Holds Companies Accountable
also picked up by major news outlets, including The New York Times. “It actually got a real response from United Airlines,” says Pacelli, noting that the CEO publicly apologized for the incident and United later agreed to settle a lawsuit...
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- 03 Oct 2023
- HBS Case
Layoffs Can Be Bad Business: 5 Strategies to Consider Before Cutting Staff
“We’re very sorry to be taking this step,” he said in an email to employees, “and John and I are fully responsible.” While an apology may seem of little consequence to laid-off employees, it can help restore trust between surviving...
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- 07 Feb 2017
- Research & Ideas
The Right Way to Cry in Front of Your Boss
New research suggests that if you break out in tears in front of supervisors or colleagues, you have a chance to recover. The key: reframe your distress as passion. Most people tend to apologize in those situations, says Elizabeth Baily...
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Keywords:
by Roberta Holland