How to Make Apology a Useful Tool in Crisis Management:Analysis Based on Kleefeld's Apology 4R Model

doi:10.13438/j.cnki.jdxb.2019.03.018

Abstract

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

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.

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