{
  "title": "After a mistake: how can managers apologise with a meaningful commitment?",
  "url": "https://shr.swiss/blog/apres-une-erreur-comment-presenter-des-excuses-qui-engagent-en",
  "language": "en",
  "datePublished": "2026-06-11",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://shr.swiss",
    "address": "184 route de Saint-Julien, 1228 Plan-les-Ouates, Suisse"
  },
  "summary": "An apology can acknowledge harm without making a remedy credible. Research suggests distinguishing the wording, the nature of the failure and the commitments that follow.",
  "section": "Research",
  "topic": "Communication",
  "place": {
    "name": "Lucerne",
    "region": "Lucerne",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "1. What the literature establishes",
      "point": "Roy J."
    },
    {
      "heading": "2. The mechanism: acknowledging a mistake does not always mean the same thing",
      "point": "Peter H."
    },
    {
      "heading": "3. The hasty conclusion: choosing words that protect one's image",
      "point": "These findings do not justify denying an established failure to protect one's reputation."
    },
    {
      "heading": "4. The limits: a well-rated apology is not a repaired relationship",
      "point": "These studies rely on experimental situations and judgements that do not reproduce the full history of a working relationship."
    },
    {
      "heading": "5. A practical check in Lucerne",
      "point": "In Lucerne, tourism, hospitality, regional financial services and industrial SMEs provide settings where short lines of [communication](/formation-communication-lucerne) and the strong regional ties of many family-run businesses make commitments particularly visible."
    }
  ],
  "sources": [
    {
      "authors": "Dirks",
      "year": "2004",
      "source": "Journal of Applied Psychology"
    }
  ],
  "wordCount": 416,
  "image": "https://shr.swiss/img/blog-Training-Communication-Lucerne-apres-une-erreur-comment-presenter-des-excuses-qui-engagent-en.jpg?v=4",
  "translations": {
    "fr": "https://shr.swiss/blog/apres-une-erreur-comment-presenter-des-excuses-qui-engagent",
    "en": "https://shr.swiss/blog/apres-une-erreur-comment-presenter-des-excuses-qui-engagent-en",
    "de": "https://shr.swiss/blog/apres-une-erreur-comment-presenter-des-excuses-qui-engagent-de",
    "it": "https://shr.swiss/blog/apres-une-erreur-comment-presenter-des-excuses-qui-engagent-it"
  },
  "relatedPages": {
    "programme": "https://shr.swiss/formation-communication-lucerne",
    "city": "https://shr.swiss/formations-ville/lucerne",
    "blog": "https://shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}