Communicating Apologies Effectively
Date
2022-08
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Publisher
MAPC, The University of Tampa
Abstract
After a relational transgression, the offender may apologize to maintain the relationship and attain forgiveness from the transgression-receiver.
This study investigated how apology elements and communication mediums may impact the extent to which a transgression may be forgiven.
Using a 2X2 experiment examining effective apology elements (apology elements present vs. apology elements absent) and communication
mediums (face-to-face vs. texting), this study examined the extent to which the offender would receive forgiveness after a hypothetical
transgression committed by a friend. Nine hundred and forty-four (N = 944) participants responded to an online survey that randomized the
type of apology that they would receive from a friend after the transgression. Results indicated that a face-to-face apology with the effective
apology elements encouraged higher levels of forgiveness in comparison to a text apology without the effective apology elements. A face-toface
apology with the effective apology elements did not significantly differ in forgiveness from a text apology with the effective apology
elements, suggesting that apology quality is more important than the medium in which the apology is communicated.
Description
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Capstone Project
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Keywords
Apologies, Communication Mediums, Forgiveness, Apology, Texts, Face-to-Face, Reconcilation, Forgive, Friendships