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issuing an apology for an accident involving their products are becoming more common. One particular articles notes that, “Studies indicate that besides compensation for tangible damagessuch as medical expenses, most victims of negligence want three things: a sense that their complaint is being taken seriously, a satisfactory explanation of what happened, and anassurance that steps are being taken so it won’t happen again to someone else.”
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In the medicalfield, doctors, attorneys and hospital administrators are discovering that liability costs andmedical errors are down at the same time by giving a simple apology and seeking reconciliationrather than litigation.
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D. Michael Kratchman in is article “Anatomy of Mediating a BusinessReconciliation” believes there is a psychology of divorcing business partners. What begins witha merging of aspirations and shared dreams eventually grows in different directions and reality becomes a disappointment. Kratchman finds that “the parties coming to mediation arecomparable to disappointed spouses…to preserve the individual’s dream, the partner is blamed.The partner becomes the enemy.”
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When multiple parties are in conflict it leads to a breaking of faith with one another. In a sense this looks similar to a marital separation or divorce – with both parties seeking justification, an acknowledgment of rights and an appropriation of responsibility(i.e.: who is to blame?).
Conflict and Separation
Conflict, whether corporately or personally, potentially brings about a point of separationin which various parties retreat and entrench. Craig Runde and Tim Flanagan, “do not think it is possible to do away with conflict. People will always have differences in values, goals, principles, and tactics that lead to conflict…Our experience suggests that when emotions get the
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Kris Frieswick, “Say You’re Sorry,”
CFO Magazine
, May 01, 2001,http://findarticles.com/p/articles/mi_m3870/is_5_17/ai_99599731
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Debra Schmidt, “A Simple Apology Can Spare You A Lawsuit,” July 24, 2007,http://www.articlepros.com/business/customer_service/article-88017.html
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D. Michael Kratchman, “Anatomy of Mediating a Business Reconciliation”http://library.findlaw.com/1999/Jul/1/130884.html
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