STRATEGY

The American workplace is more multicultural than ever. Behavior and even policies that may have been acceptable in a more homogenous environment are no longer tolerated. Few companies, however, have ensured that their managers and polices are informed by the multiculturalism of their staff. Your understanding of other cultures, as a manager, doesn't matter. What counts are the perceptions of your direct reports. If they feel you are insensitive, you are. Apology isn't a matter of losing face, it's a sound management tool. Every effective workplace apology must include a clear “I'm sorry” statement, an expression of regret, an acknowledgement that norms were violated, and an expression of empathy. Consider offering some form of recompense, but don't bend over too far backward. As a supervisor your sincere apology and a modest form of reparation is sufficient. Don't even try to offer an explanation: it will only weaken your apology. Instead repeat the apology, even if it isn't accepted.

TACTICS

• Attitude: Sincerity is vital. You're not apologizing for their perceptions, you're apologizing for your statements or actions. Accept that you may need to apologize more than once during the conversation and that there's no explanation that will excuse the comments or actions.

  

• Preparation: Delivering a fulsome apology isn't simple or easy. Draft your apology and commit it to memory before the conversation.
• Timing: Make this approach as soon as you realize you've offended one of your staff. Don't wait for HR to require you to do this. The more proactive you can be the more likely the apology will be accepted.
• Behavior: This cannot be done electronically. It should be done in person rather that over the telephone, if possible. And you should go to your direct report, rather than having them come to you, to subtly reinforce that you're humbling yourself.

ADAPTATIONS

This script can be modified to:

• Apologize to a friend or family member for cultural insensitivity.

KEY POINTS

• Make a clear “I'm sorry” statement, express regret and acknowledgement of your violated norms, and express empathy.
• Offer “compensation” as long as it doesn't put your role as a supervisor in danger.
• Don't offer an explanation or rationalization: it will never be sufficient.
• Always repeat the apology to reinforce your sincerity.