From the Book - First edition.
Apologizing is too hard to do and too important not to. Why apologize? ; It's so very hard to do ; It's not easy, but it's not mysterious
How to apologize. Step one: don't just do something; stand there ; Step two: say it and mean it ; Step three: debts, IOUs, and making things whole ; Step four: never again!
What, there's more? The aftermath ; What about the apology recipient? ; When not to apologize
Conclusion : You can make things right.
