Made early, a sincere apology can be hugely beneficial and can "relieve the tension and takes the wind out of an accuser's sails", she says.

　　A need to say sorry can arise in someone's public life and equally at home with their family and friends but, whatever the environment is, how well it is accepted depends on how personalized it feels.

　　From businesses, governments and organizations, a scripted response will fail to resonate (引起共鸣) as it will not convey empathy (同理心) and sympathy.

　　Whether online or in person, the timing and choice of language in an apology are decisive factors.

　　"It is important to show that you understand and sympathize," says Martin Stone, of PR agency Tank. "It is vital that any business or individual making an apology understands the focus-is it sorry for the way it's acted or is it sorry that the complainant feels the way they do?"

　　Performed apologies always have a sense of being "acted out", and are often accompanied by too many theatrical gestures. If sincere, the person making the apology will be looking for listening clues to see if they are being understood, such as eye contact and facial expressions. They will provide "humbling (谦卑的) signals", such as a lowered head, to indicate regrets.

　　It is also important to avoid irresponsible statements or promises that can't be kept. "Don't say that you'll ensure that this will not happen again if you're not confident it won't. It could come back to bite you," Stone explains.

　　Equally, the use of "but" can hugely change the tone of an apology.

　　As Stone points out, the expression"I'm sorry but..."sounds like you are making excuses and aren't actually taking any form of responsibility. It may be three letters but it can instantly make an apology seem hollow.

Passage outline Detailed information Does sorry seem to be the most difficult word? For some, it seems to be a　1　 nut to crack while for others, it is just a piece of cake.