Sometimes, I make mistakes. We all do! Big or small, I guarantee these errors impact your relationships, both with yourself and with those affected. I see a line of thought from time to time: the idea that leaders should never apologize. And with all due respect, I think that’s ludicrous.
When I’ve wronged someone with a bad judgment call, a thoughtless word, or any other way, it damages the relationship. Leaders know that success is all about the strength of their working relationships. You will hurt someone along the way, whether it’s your team or your clientele. That’s just life.
But when you’ve caused damage, repairs are your responsibility.
When Should Leaders Apologize?
When appropriate, apologize and try to make amends for your mistakes. Leaders, however, must avoid “Sorry Syndrome” – saying sorry about things that don’t warrant it. Doing so causes others to see you as weaker or without conviction. You won’t lead well if you’re so worried to step on toes that you caveat every word and deed with an apology.
So when are apologies warranted?
Mistakes or Errors
Leaders should apologize when a mistake impacts someone, be they employees, customers, or stakeholders. Acknowledging the error and taking responsibility is a critical step in rebuilding trust.
Poor Communication
A breakdown in communication leads to confusion, misunderstandings, or misinformation. A leader should apologize for their role and work to clarify the situation.
Insensitive Remarks or Behavior
Leaders should apologize for insensitive comments and inappropriate behavior that harms their team. An uncomfortable or unsafe environment is terrible for morale!
Failed Initiatives or Strategies
Leaders should acknowledge the shortcomings, take responsibility, and communicate an improvement plan when a business initiative or strategy does not achieve the desired results.
Unmet Expectations
If a leader or the organization falls short of meeting expectations, apologize. Express regret for any inconvenience caused and outline steps being taken to address the situation.
Conflict or Tension
In situations of interpersonal conflict or tension within the team – which are inevitable – a leader should be willing to apologize if their actions caused hurt. This de-escalates tension!
Ethical Lapses
Leaders should apologize, demonstrate accountability, and take appropriate corrective measures if ethical violations or misconduct happens. The ethical buck stops with you even if it wasn’t your misconduct.
Changes or Decisions with Negative Impact
When leaders make decisions that have negative consequences for their team, they must acknowledge the impact, express an understanding of concerns, and communicate the rationale behind the decision.
Lack of Support
Demonstrating a commitment to supporting the well-being of the team is crucial. If employees feel unsupported or undervalued, leaders should apologize and take steps to improve things.
Personal Growth and Reflection
We may also apologize as part of personal growth and reflection. If we realize past mistakes or shortcomings, offering a sincere apology can be a way to demonstrate genuine growth.
5 Ways Apologies Impact Your Business
#1 – Building Back Trust
Trust is foundational to any professional relationship. An honest apology demonstrates accountability and a commitment to making amends, which rebuilds broken trust.
#2 – Improving Team Well-Being
People feel more valued and respected when their leaders take responsibility for their actions. This bolsters morale and creates a positive work environment. Employees are more likely to feel supported and engaged when their leaders are held accountable.
#3 – Sharpening Conflict Resolutions
Apologies help resolve conflicts by acknowledging the impact of errors and expressing a sincere desire to make amends. This can pave the way for open communication and collaboration to address underlying issues.
#4 – Reinforcing a Spirit of Collaboration
When your team isn’t afraid of being unfairly blamed and knows that leadership hears and respects them, they’ll be more eager to trust and collaborate with their peers.
#5 – Instilling a Growth Mindset
Those who apologize are more likely to seek continuous improvement, learn from their mistakes, and take proactive steps to avoid similar issues.
The Anatomy of a Good Apology
Say you’re sorry. No buts!
Take responsibility.
Offer to make it right.
Present action steps to prevent it from happening again.
Simply put, apologies aren’t about you. They’re about your team. This isn’t about saving face or easing your own guilt. This is about making things right. It’s helping your team trust you again. It’s about showing the world you’re a leader worth following, even when you screw things up.
Apologies aren’t a PR move – they’re a dedication to doing right by the people who matter most to your business.
Has a boss ever apologized to you? Share how it impacted your career in the comments!