The Apology Lab
The Apology Lab · 3 modules · 2 hours in all
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Course overview.
This Focus brings together all three modules of The Apology Lab. It begins with how trust breaks and mends, using Mayer, Davis and Schoorman's model of ability, benevolence and integrity, Kim and colleagues' research on competence and integrity breaches, and the three routes to repair set out by Dirks, Lewicki and Zaheer. It then takes an apology apart, drawing on Lewicki, Polin and Lount's six components, contrasting real apologies with non-apologies, and outlining the Compensation Act 2006, the Apologies (Scotland) Act 2016 and duties of candour. Finally it turns to repair in practice: candour as a daily habit, Mersey Care's just and restorative culture, an illustrative Welsh council composite, a ninety day plan and Kristin Neff's self-compassion.
What you will gain.
Distinguish competence breaches from integrity breaches and judge how your response should differ for each, drawing on Kim and colleagues.
Apply the three routes to repair from Dirks, Lewicki and Zaheer, and the habits of a candid response, to a failure in your own work.
Distinguish a real apology from a non-apology, and use the five elements and six steps to plan an apology that holds.
See all 6 learning outcomes
Through this Focus course, you will build the ability to:
- Distinguish competence breaches from integrity breaches and judge how your response should differ for each, drawing on Kim and colleagues.
- Apply the three routes to repair from Dirks, Lewicki and Zaheer, and the habits of a candid response, to a failure in your own work.
- Distinguish a real apology from a non-apology, and use the five elements and six steps to plan an apology that holds.
- Outline in general terms what the Compensation Act 2006 and the Apologies (Scotland) Act 2016 say, and why fear of liability is no reason to withhold an apology.
- Assess how Mersey Care's just and restorative culture changed the first question asked when things go wrong, and what its reported results show.
- Plan a ninety day trust repair that separates what is yours to own from what is systemic, while caring for yourself after a mistake.
The modules.
01Foundations: How Trust Breaks, and How It MendsFree Taster37 min
This module examines why trust grows slowly and falls fast, and how leaders can rebuild it after a mistake. It draws on Mayer, Davis and Schoorman's model of ability, benevolence and integrity, research by Kim and colleagues on apology versus denial, and the three routes to repair set out by Dirks, Lewicki and Zaheer, alongside candour and everyday habits of repair.
Bitesize: How trust breaks, with module 102The Anatomy of an Apology36 min
This module takes an apology apart to see what makes it work. It draws on Lewicki, Polin and Lount's study of six apology components, contrasts real apologies with non-apologies, and sets out five elements, a cycle of repair and six steps for a leader's own apology. It also outlines the Compensation Act 2006, the Apologies (Scotland) Act 2016 and duties of candour.
Bitesize: Saying sorry well, with module 203Repair in Practice: Teams, Organisations and Yourself41 min
This module moves from principles to practice, exploring how trust is earned back with a team, across an organisation and within yourself. It covers candour as a leadership practice, reparation, restitution and oversight from Dirks, Lewicki and Zaheer, Mersey Care's just and restorative culture drawing on Dekker, an illustrative Welsh council composite, a ninety day repair plan and Kristin Neff's work on self-compassion.
Bitesize: Repair in practice, with module 3
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Start small. Pay only the difference.
When you step up to a higher level, what you paid in the last 12 months for lower-level courses inside the bigger course comes off its price, in proportion to how much of each is inside it, whichever topic it's from. Courses at the same or a lower level don't give credit against each other. A Focus course or above always costs at least £15.