如何让道歉成为危机处理的利器——基于克利费尔道歉4R模式的分析

doi:10.13438/j.cnki.jdxb.2019.03.018

摘要/Abstract

摘要：被冒犯、被伤害形成的怨恨、矛盾与冲突是导致危机的重要因素，消除这些因素的重要途径是道歉，以满足双方尤其是被冒犯方受损的情感需求，修复被破坏的关系而化解危机。但道歉也是一柄双刃剑，只有好的道歉才可能成为危机处理的利器。为什么道歉能化解危机？如何道歉才能有效化解危机？危机管理视野下对道歉概念、动机与作用机理进行分析，运用克利费尔提出的4R模式对两个危机案例中道歉进行比较研究，从示悔意、担责任、表决心与做补救四步骤中为危机情境中的道歉提供一个可操作的框架。

关键词： 危机, 危机处理, 道歉, 道歉4R模式

Abstract: Resentment,contradiction and conflict caused by being offended and injured are important factors leading to crisis,and the important way to eliminate these factors is to apologize in order to meet the damaged emotional needs of both sides,especially the offended party.However,apology is also a double-edged sword,and only a good apology can become a useful tool in crisis management.Why does an apology defuse a crisis? And how can apologies be effective in resolving the crisis? This paper analyzes the concept,motivation and mechanism of apology from the perspective of crisis management,and makes a comparative study of apology in two crisis cases by using the 4R model proposed by Kleefeld.An operational framework is provided,which includes four steps:repentance,responsibility,determination and remediation.

Key words: crisis, crisis management, apology, Kleefeld's apology 4R model

杨安华. 如何让道歉成为危机处理的利器——基于克利费尔道歉4R模式的分析[J]. 吉首大学学报（社会科学版）, DOI: 10.13438/j.cnki.jdxb.2019.03.018.

YANG Anhua. How to Make Apology a Useful Tool in Crisis Management:Analysis Based on Kleefeld's Apology 4R Model[J]. Journal of Jishou University（Social Sciences）, DOI: 10.13438/j.cnki.jdxb.2019.03.018.

参考文献

[1] GIBNEY M,et al.The Age of Apology [M].Philadelphia:University of Pennsylvania Press,2008：1. [2] LAZARE A.On Apology[M].New York:Oxford University Press,2004. [3] SCHWEITZER M E，BROOKS A W,GALINSKY A D.The Organizational Apology[J].Harvard Business Review,2015(9):44. [4] CARLISLE R D,et al.Do actions speak louder than words? Differential effects of apology and restitution on behavioral and self-report measures of forgiveness[J].The Journal of Positive Psychology,2012(4),294-305. [5] American Heritage Dictionary[Z].Geneva:Houghton Mifflin Harcourt,2013：39. [6] 诸彦含,范黎娟.关系补救:类型、潜在机制与作用模型[J].心理科学进展,2014(3):514. [7] FEHR R,GELFAND M J.When apologies work:How matching apology components to victims' self- construals facilitates forgiveness[J].Organizational Behavior and Human Decision Processes,2010(1)：42. [8] 吴海艳，喻丞甫，梁勤，等.道歉：对冒犯事件的关系补救行为[J].心理科学进展，2015（4）:712. [9] LEARY M R.Affiliation,acceptance,and belonging:The pursuit of interpersonal connection[M]//FISKE S T,GILBERT D T,LINDZEY G.Handbook of social psychology.5th ed.Hoboken,NJ:John Wiley & Sons,Inc.2010：885. [10] GOFFMAN E.Relations in public:Microstudies of the public order[M].New York:Basic Books.1971. [11] KIM P H,DIRKS K T,COOPER C D.The repair of trust:A dynamic bilateral perspective and multilevel conceptualization[J].Academy of Management Review,2009(3),401-422. [12] SHNABEL N,NADLER A.A needs-based model of reconciliation:Satisfying the differential emotional needs of victim and perpetrator as a key to promoting reconciliation[J].Journal of Personality and Social Psychology,2008(1)：116-132. [13] KIM P H,et al.Removing the Shadow of Suspicion:The Effects of Apology Versus Denial for Repairing Competence Versus Integrity- Based Trust Violations[J].Journal of Applied Psychology,2004(1):104-118. [14] SCHMITT M,et al.Effects of objective and subjective account components on forgiving[J].The Journal of Social Psychology,2004(5),465-486. [15] HUI C H,et al.The impact of post-apology behavioral consistency on victim's forgiveness intention[J].Journal of Applied Social Psychology,2011(5)：1214-1236. [16] 冉雅璇，卫海英，黄敏，等.“单枪匹马”还是“人多势众”——企业道歉者人数对消费者宽恕的影响[J].南开管理评论,2017(4):38-48. [17] NICHOLAS T.Mea Culpa:A Sociology of Apology and Reconciliation[J].Canadian Journal of Sociology,1992,18(6)：128. [18] CHRISTOPHER D,et al.Apology and Reconciliation in International Relations:The importance of being sorry[M].Routledge,2016. [19] KLEEFELD J C.Thinking Like a Human:British Columbia’s Apology Act[J].UBC Law Review 2007(2):769-790 [20] BAVELAS J B.Gerwing,James.Analysis of the language of responsibility:Six church apologies to aboriginal people[EB/OL].Report to the Truth and Reconciliation Commission of Canada.2014.http://web.uvic.ca/psyc/bavelas. [21] 蚁坊软件.北大校长口误事件引争议[EB/OL].[2018-09-16].https://www.eefung.com/product/report. [22] LEWICKI R J,POLIN B,LOUNT JR R B.An exploration of the structure of effective apologies[J].Negotiation and Conflict Management Research,2016,9(2):177-196. [23] 汝绪华.论政府道歉[M].北京：中国社会科学出版社，2016：2.