The Power Of Saying 'Sorry' — ENS



Optus (Australia’s second largest telecom) made headlines last Thursday (22/09/2022) when they announced they had been a “victim” to a cyber attack that has resulted in over 2.8 million people having their personal details stolen. Optus was asked by the hacker for a ransom of $1,000,000 USD or 10,000 names and associated personal identification details would be sold each day. Situations like this can become emotional and conflictual. We know saying ‘sorry’ helps considerably and can be used as a breakthrough tactic particularly when emotions are running high. Yet by doing this, it might be risking unforeseen consequences: apologies can result in blocking willingness to move forward by not acknowledging the other party personal needs and human emotional feelings. This is why it is important to be wary of their words and conduct, or absence thereof, so it does not fuel perception. Instead of using the "sorry" tactic, influencing experts use empathic tactics. Empathic tactics

https://www.negotiate.org/the-power-of-saying-sorry/

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