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This matrix helps you choose the right type of apology based on two things:
You simply match your response to the real size of the situation. How to use it 1. Check the practical weight Did something concrete fail — file, deadline, task, information?
2. Check the emotional weight Did the situation affect the relationship: trust, comfort, the other person’s feeling?
3. Choose the right box Q1: Micro-slip Small practical thing, no emotional impact. → Fix it and move on. No drama. Q2: Relational slip Small practical thing, but it touched the relationship. → Say sorry + acknowledge the other person. Q3: Functional failure Something practical broke, but emotionally it’s neutral. → Say sorry + fix the problem. Q4: Full apology Big practical issue + emotional impact. → Sorry + impact + plan for next time. People often apologise too much or not enough.
This matrix stops the guessing. Comments are closed.
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AuthorCRAFTED & WRITTEN BY AGNIESZKA KANSY INSIGHTS
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QUESTIONSIf you feel that the insight provokes some questions on your side please don't hesitate and ask.
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