In our constantly plugged-in and connected world, image is everything. People, groups, organizations, and countries frequently come under suspicion of wrongdoing and sometimes require defense. This fully updated edition of the 1994 volume investigates the situations in which threats to image arise and describes the image-repair strategies that may be used to help defuse these threats, such as denial and apology. The author reviews various theories on image repair, and extends prior research on the topic to include work on persuasion or attitude change. Five contexts for image repair are examined: corporate, political, sports/entertainment, international, and third party (when one person or organization tries to repair the image of another). New case studies include the British Petroleum oil spill in the Gulf of Mexico, Anthony Weiner, Lance Armstrong, Apple's apology to China over the iPhone, and Prime Minister David Cameron's apology for Bloody Sunday.

Because responding to complaints is such an important part of human relations, this type of discourse has been studied in various disciplines. However, these studies tend to take a narrow focus. For example, some scholars study apologies and excuses in everyday talk. Others look at public apologies in speeches. Accounts, Excuses, and Apologies integrates and extends existing work on this concept into a general theory. The resulting theory of image restoration is then tested through application to several instances of defensive discourse.

Updated with a timely literature review and new case studies from sports, international politics, and third-party image repair. In our constantly plugged-in and connected world, image is everything. People, groups, organizations, and countries frequently come under suspicion of wrongdoing and sometimes require defense. This fully updated edition of the 1994 volume investigates the situations in which threats to image arise and describes the image-repair strategies that may be used to help defuse these threats, such as denial and apology. The author reviews various theories on image repair, and extends prior research on the topic to include work on persuasion or attitude change. Five contexts for image repair are examined: corporate, political, sports/entertainment, international, and third party (when one person or organization tries to repair the image of another). New case studies include the British Petroleum oil spill in the Gulf of Mexico, Anthony Weiner, Lance Armstrong, Apple’s apology to China over the iPhone, and Prime Minister David Cameron’s apology for Bloody Sunday. “This is an extremely valuable update to the most influential book ever published on crisis communication.” — Timothy L. Sellnow, coauthor of Theorizing Crisis Communication

In our constantly plugged-in and connected world, image is everything. People, groups, organizations, and countries frequently come under suspicion of wrongdoing and sometimes require defense. Accounts, Excuses, and Apologies describes the image-repair strategies that may be used to help defuse these threats. The Third Edition of this classic book builds on theories for rehabilitating a damaged reputation by adding two new forms of denial: straw denial (appearing to deny an accusation by sidestepping it) and deflecting attention (trying to get the audience to focus on something other than the accusations against you). Five contexts for image repair are examined: corporate, political, sports/entertainment, international, and third party (when one person or organization tries to repair the image of another). The book’s case studies include current instances of reputation repair, including Vladimir Putin on Ukraine and President Joe Biden on Afghanistan; Southwest Airlines on flight cancellations; Kobe Bryant on accusations of rape; and Donald Trump on the January 6 hearings.

This is a guide to successful persuasion, using student-friendly examples to provide a much-needed balance between theory and application. The authors offer practical advice on refining purpose, understanding audience, and designing a persuasive message.

Since the 1990s we witness a rise in public apologies. Are we living in the ‘Age of Apology’? Interesting research questions can be raised about the opportunity, the form, the meaning, the effectiveness and the ethical implications of public apologies. Are they not merely a clever and easy device to escape real and tangible responsibility for mistakes or wrong done? Are they not at risk to become well-rehearsed rituals that claim to express regret but, in fact, avoid doing so? In a joint interdisciplinary effort, the contributors to this book, combining findings from their specific fields of research (legal, religious, political, linguistic, marketing and communication studies), attempt to articulate this tension between ritual and sincere regret, between the discourse and the content of apologies, between excuses that pretend and regret that seeks reconciliation.

“I said I was sorry!” Even in the best of relationships, all of us make mistakes. We do and say things we later regret and hurt the people we love most. So we need to make things right. But simply saying you’re sorry is usually not enough. In this book, #1 New York Times bestselling author Gary Chapman and Jennifer Thomas unveil new ways to effectively approach and mend fractured relationships. Even better, you’ll discover how meaningful apologies provide the power to make your friendships, family, and marriage stronger than ever before. When Sorry Isn’t Enough will help you . . . Cool down heated arguments Offer apologies that are fully accepted Rekindle love that has been dimmed by pain Restore and strengthen valuable relationships Trade in tired excuses for honesty, trust, and joy *This book was previously published as The Five Languages of Apology. Content has been significantly revised and updated.

From the Theodor Seuss Geisel Award–winning creators of See the Cat: Three Stories About a Dog comes a funny and handy guide that explains just how (and how not!) to say “I’m sorry.” Wouldn’t the world be a better place if everyone knew how to apologize? Luckily, this humorous guidebook is full of practical tips about when, why, and how to say you’re sorry. From a porcupine who accidentally popped his friend’s balloon to a snail who was running so fast he stepped on a sloth’s toes, hilarious examples and sweet illustrations abound. For both listeners who are just learning and older readers who need a refresher, this book will come as a welcome reminder that even though apologizing can be hard, it doesn’t have to be complicated.

Renowned psychologist and bestselling author of The Dance of Anger sheds new light on the two most important words in the English language, "I'm sorry," and offers a unique perspective on the challenge of healing broken relationships and restoring trust. Dr. Harriet Lerner has been studying apologies for more than two decades, namely, why some people won't give them. Now she offers compelling stories and solid theory that demonstrates the transformative power of making amends and what is required for healing when the damage we've inflicted (or received) is far from simple. Readers will learn how to craft a meaningful apology and avoid signals of insincerity that only deepen suffering. In Why Won't You Apologize? Lerner challenges the popular notion that forgiveness is the only path to peace of mind and helps those who have been injured to resist pressure to forgive too easily. She explains what drives both the non-apologizer and the over-apologizer, and why the people who do the worst things are the least able to own their misdeeds. With her trademark humour and wit, Lerner offers a joyful and sanity-saving guide to setting things right.

Drawing upon the insights of several disciplines, this work focuses on the structural and experiential dynamics of interpersonal and collective apologetic discourse as means of tempering antagonisms and resolving conflicts in contemporary Western society.