![]() You have no control over what has already happened, but you have an opportunity to concentrate your attention – and your reader’s attention – on the future, where positive change can occur. The sooner you can move the other person from the past (where the upsetting incident happened,) to the future (where solutions lie) the better off you will be. If you’re the manager, the buck stops with you. In contrast, “I’m sorry” is a weather report about how you are feeling. ![]() Simply by writing, “I apologize,” you have performed an action.
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