![]() But managers have quite different perceptions of their behaviour: 87% said they often or always say they’re sorry. Only 19% of employees said their managers often or always apologise. Many employees believe managers don’t take responsibility for their screw-ups and don’t express regret. How common are apologies from bosses? It depends on whom you ask. “When leaders admit mistakes, its shows they’re human and vulnerable, and it makes it safe for others to talk about their mistakes, too,” said Dennis Reina, president of the Reina Trust Building Institute, a consulting firm based in Stowe, Vermont. Some respondents to the UK study said they would admire leaders if only they admitted their mistakes.īeyond engendering trust, acknowledging an error and making amends can encourage greater openness throughout an organisation. ![]() Honesty clearly is the cornerstone of trust, and that includes owning up to mistakes and apologising. The managers in the survey were even more pessimistic: 43% said they believe employees trust bosses less now. Similarly, a global study by Forum Corp, a Boston-based consultancy, found that about one-third of workers trust business leaders less now than in the past. Apologies can help restore a manager's credibility after a damaging error, and they also can inspire greater trust in management at a time when many workers are feeling disillusioned with employers.įor example, about a third of UK employees characterise trust between them and senior management as weak, according to a study this year by the Chartered Institute of Personnel and Development, a human-resources organisation in London. Whatever the motivating factor, contrition is good for more than just the soul. To repair damaged relationships with employees, these executives decided to say two of the toughest words for many bosses to utter: “I’m sorry.” Such mea culpas seem to be more common these days, partly because of the growing likelihood of a public uproar on social media when companies slip up. Gregg Steinhafel, CEO of Target, says he is genuinely sorry that a corporate political donation upset the retailer’s gay and transgender employees. Tim Armstrong, CEO of AOL, acknowledges to his staff that he made a mistake when he publicly fired an employee during a company conference call and apologises to the ousted individual. Gordon Nixon, chief executive officer of Royal Bank of Canada, apologises for not being more sensitive to employees, whose jobs are being outsourced, and says they will be offered comparable positions within the bank.
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