{
  "title": "After a mistake, is an apology enough to restore trust?",
  "url": "https://shr.swiss/blog/apres-une-erreur-des-excuses-suffisent-elles-a-retablir-la-confiance-en",
  "language": "en",
  "datePublished": "2026-06-02",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://shr.swiss",
    "address": "184 route de Saint-Julien, 1228 Plan-les-Ouates, Suisse"
  },
  "summary": "Acknowledging a mistake does not necessarily dispel doubt. Research distinguishes concerns about competence from concerns about integrity.",
  "section": "Research",
  "topic": "Communication",
  "place": {
    "name": "Lucerne",
    "region": "Lucerne",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "1. What the literature establishes: the nature of the doubt matters",
      "point": "Peter H."
    },
    {
      "heading": "2. The mechanism: words meet a history of actions",
      "point": "Maurice E."
    },
    {
      "heading": "3. The hasty conclusion: denial would be a better strategy",
      "point": "The first finding does not justify denying an established wrongdoing to protect one's reputation."
    },
    {
      "heading": "4. The limits: an experimental scenario is not a working relationship",
      "point": "These studies cannot predict the effect of a particular apology within a given team."
    },
    {
      "heading": "5. A practical check in Lucerne",
      "point": "In the canton of Lucerne, tourism, hospitality, regional financial services and industrial SMEs provide a relevant context: many businesses are family-run, with short decision-making paths and strong regional ties."
    }
  ],
  "sources": [
    {
      "authors": "Dirks",
      "year": "2004",
      "source": "Journal of Applied Psychology"
    },
    {
      "authors": "Bradlow",
      "year": "2006",
      "source": "Organizational Behavior and Human Decision Processes"
    }
  ],
  "wordCount": 435,
  "image": "https://shr.swiss/img/blog-Training-Communication-Lucerne-apres-une-erreur-des-excuses-suffisent-elles-a-retablir-la-confiance-en.jpg?v=4",
  "translations": {
    "fr": "https://shr.swiss/blog/apres-une-erreur-des-excuses-suffisent-elles-a-retablir-la-confiance",
    "en": "https://shr.swiss/blog/apres-une-erreur-des-excuses-suffisent-elles-a-retablir-la-confiance-en",
    "de": "https://shr.swiss/blog/apres-une-erreur-des-excuses-suffisent-elles-a-retablir-la-confiance-de",
    "it": "https://shr.swiss/blog/apres-une-erreur-des-excuses-suffisent-elles-a-retablir-la-confiance-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."
}