When Should a Leader Apologize and When Not？

Why Difficult？

When we wrong someone we know，even not intentionally，we are generally expected to apologize so as to improve the situation. But when we’re acting as leaders，the circumstances are different. The act of apology is carried out not only at the level of the individual but also at the level of the institution. It is a performance in which every expression matters and every word becomes part of the public record. Refusing to apologize can be smart，or it can be stupid. So，readiness to apologize can be seen as a sign of strong character or as a sign of weakness. A successful apology can turn hate into personal and organizational harmony—while an apology that is too little，too late，or too obviously strategic can bring on individual and institutional ruin. What，then，is to be done？How can leaders decide if and when to apologize publicly？

Why Now？

The question of whether leaders should apologize publicly has never been more urgent. During the last decade or so，the United States in particular has developed an apology culture—apologies of all kinds and for all sorts of wrongdoings are made far more frequently than before. More newspaper writers have written about the growing importance of public apologies. More articles，cartoons，advice columns，and radio and television programs have similarly dealt with the subject of private apologies.

Why Bother？

Why do we apologize？Why do we ever put ourselves in situations likely to be difficult，embarrassing，and even risky？Leaders who apologize publicly could be an easy target. They are expected to appear strong and capable. And whenever they make public statements of any kind，their individual and institutional reputations are in danger. Clearly，then，leaders should not apologize often or lightly. For a leader to express apology，there needs to be a good，strong reason. Leaders will publicly apologize if and when they think the costs of doing so are lower than the costs of not doing so.

Why Refuse？

Why is it that leaders so often refuse to apologize，even when a public apology seems to be in order？Their reasons can be individual or institutional. Because leaders are public figures，their apologies are likely to be personally uncomfortable and even professionally risky. Leaders may also be afraid that the admission of a mistake will damage or destroy the organization for which they are responsible. There can be good reasons for hanging tough in tough situations，as we shall see，but it is a high-risk strategy.

―→·Public apology is much more than a(an)   　72　    act.

·It’s no    　73　   job to strike a balance between apologizing or not.

·Apologies not    　74　    offered can bring on individual and institutional ruin.

―→     ·In an    　76　， admission of all sorts of wrongdoings is more required than before.

·The    　77　  of public apologies has been widely reported in the mass media.

―→ ·Being public figures， leaders are supposed to appear    　78　.

·There needs to be a sufficient reason for a leader to    　79　    in public.―→ ·Making apologies is likely to be personally uncomfortable and   　80　.

·Admission of a mistake or wrongdoing will probably do    　81　   to their organization.

A lesson in caring

It was a cold evening. My daughter and I were walking up Broadway. I didn’t notice a guy sitting inside a cardboard box. But Nora    36    . She wasn’t even four, but she   37    at my coat and said, “That man’s cold. Daddy, can we take him home?”

    I don’t remember my   38    . But I do remember a sudden   39    feeling inside me. I had always been delighted at how much my daughter noticed in her   40     , whether it was     41    flying or children playing. But now she was noticing   42    and beggary.

    A few days later, I saw an article in the newspaper about volunteers who picked up a food package from a nearby school on a Sunday morning and   43     it to an elderly person. It was quick and easy. I signed us up. Nora was   44    about it. She could understand the importance of food, so she could easily see how   45    our job was. When Sunday came, she was ready, but I had to    46    myself to leave the house to fetch the food package. On my way to the school, I fought an urge (强烈愿望) to turn    47    . The Sunday paper and coffee were waiting for me at home. Why do this?   48    , we phoned the elderly person we’d been appointed. She   49    us right over.

    The building was in a bad state. Facing us was a silver-haired woman in an old dress. She took the package and asked us to come in. Nora ran inside. I unwillingly followed.   50     inside, I saw that the department belonged to someone poor. Our hostess showed us some photos. Nora played and when it came time to say goodbye, we three hugged. I walked home    51    .

Professionals call such a(n)   52    “a volunteer opportunity”. They are opportunities and I’ve come to see. Where else but as volunteers do you have the opportunity to do something    53     that’s good for others as well as for yourself? Nora and I regularly serve meals to needy people and   54     clothes for the homeless. Yet, as I’ve    55     her grow over these past four years, I still wonder—which of us has benefited more?

A. did             B. was                           C. has              D. had

A. pulled　   B. replaced                C. waved   D. aimed

A. debate        B. reply                         C. explanation D. expression

A. general　　B. funny                          C. heavy           D. magical

A. web　　　 B. dream　　　　　       C. castle           D. world

A. insects        B. animals　　　　 C. plants　　　D. birds

A. coldness   B. illness 　　　           C. suffering　　D. appearance

A. sent  　　   B. returned　　　       C. devoted　　D. posted

A. concerned  B. sorry　　　　            C. worried      　D. excited

A. creative　　B. valuable　　　         C. shocking　　D. simple

A. warn　　　 B. stop　　　　  　      C. allow 　　　D. push

A. back 　　　B. away　　　　            C. up　　　　　D. out

A. Therefore　 B. But       　　          C. Anyhow　　　D. Also

A. requested   B. promised　　　        C. invited 　　 D. helped

A. Although    B. Once　　　　　       C. Because 　　D. Though

A. in tears       B. in surprise                  C. in reality       D.in disappointment

A. stay            B. visit 　　　　           C. reception　　D. challenge

A. fair            B. famous　　　　        C. difficult　　 D. enjoyable

A. collect        B. make　　　　  　    C. order 　　　 D. design

A. let              B. made　　　　  　    C. watched 　　    D. affected