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©2006 by Gary Chapman and Jennifer ThomasAll rights reserved. No part of this book may be reproduced in any form without permission in writing from the publisher,except in the case of brief quotations embodied in critical articles or reviews.
Visit us at www.FiveLoveLanguages.com
Excerpted from
The Five Languages of Apology
 How to Experience Healing in All Your Relationships
ISBN: 1-881273-57-1 / ISBN–13: 978-1-881273-57-8English and Spanish audio editions available from Oasis Audio (www.OasisAudio.com)Spanish print edition available from Tyndale Español (www.Tyndale.com/espanol)
Available from yourfavorite local oronline bookseller.
Re-sellers
 —The Five Languages of Apology is available from Northfield Publishing (215 West Locust Street, Chicago, IL60610,
800-678-8001
) and the following distributors: Ingram, Baker & Taylor, Appalachian, Anchor, American WholesaleBook Co., Anderson Merchandisers, Levy Home Entertainment. In Canada: RG Mitchell. In the UK: STL. In South Africa:Christian Art Wholesale. In Australia: Koorong Books. In New Zealand: Soul Distributors.
 Printed in the United States of America
Dear Friend:
Thank you for taking time to read through this brief booklet.Theinsights and principles you’ll discover are drawn from years of researchand the real-life experiences of hundreds of individuals.Understandinghow to apologize with sincerity and clarity is vital to healthy relation-ships—between coworkers,clients,family,and friends.This booklet willstart you down the road to understanding the five languages of apology.Read it,reflect on it,then assemble your team to discuss how they applyin your workplace.You’ll also find a Team-Building Resource DiscussionGuide at the back of the booklet.For a comprehensive treatment on the subject,along with TheFive Languages of Apology Personal Assessment Tool,pick up a copy of our book,
The Five Languages of Apology:How to Experience Healing in All Your Relationships
.Dr.Gary ChapmanDr.Jennifer Thomas
 
I
was at a local bank standing in line,waiting my turn to see a teller.My wait was probably not more than ninety seconds;however,when I arrived before the teller she said with a smile,“I’m sorryyou had to wait.”“Not a problem,”I said as I handed her my transactions.When shefinished she asked,“Is there anything else?”“That’s all,”I said.Then with another smile,she added,“Have a good afternoon.”“Thank you,”I responded.“Same to you.”From there I drove to the local post office and stood in line forthirteen minutes.When I arrived at the counter,the postal employeesaid nothing.“I’d like to send this first class,”I said.Still no comment as she processed the postage.“Three twenty,”she said.I gave her a five;she made the change and handed me my receipt.“Thank you very much,”I said as I walked away.
A
POLOGIZING
in the
Workplace
E
XPRESSING
R
EGRET
“I am sorry” 
A
CCEPTING
R
ESPONSIBILITY
“I was wrong” 
M
AKING
R
ESTITUTION
“What can I do to make it right?” 
G
ENUINELY
R
EPENTING
“I’ll try not to do that again” 
R
EQUESTING
F
ORGIVENESS
“Will you please forgive me?” 
The
F
IVE
L
ANGUAGESOF
A
POLOGY
of 00

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