She found that admissions of guilt and remorse give plaintiffs and “wronged” parties a sense of satisfaction, fairness, and forgiveness that enables settlement and are associated with reduced monetary damage awards.
Robbennolt asked more than 550 volunteers to serve as “plaintiffs” in an experimental scenario, then report their reactions to “settlement levers” including:
- Reservation prices,
- “Fair” settlement amounts.
Apologies enabled “injured” parties to modify their perceptions of the situation and the “offender,” and to become more willing to participate in settlement discussions.
In addition, apologies changed the values injured parties’ assigned to settlement levers, so there was increased likelihood of settling the “case.”
The type of apologies and situational context affect the likelihood of case settlement.
Apologies that acknowledge responsibility and “blame” are more influential than apologies that express sympathy.
Acknowledging accountability reduces the injured party’s anger, increases willingness to accept a settlement, and moves toward emotional “closure.”
Apologies are a well-known tactic to handle complaints in customer service settings, where “every complaint is a gift,” according to Janelle Barlow of TMI and Claus Møller.
They view complaints as valuable feedback that points out a gap between customer requirements and business performance.
In addition, complaints indicate needed changes in products, services, and market focus.
Medical settings have found that apologies averted medical malpractice cases, sped settlement, and reduced financial awards, according to Cornell’s Benjamin Ho.
However, lawyers who participated in other Robbennolt studies expressed concern that admission of guilt may lead to larger settlements.
This worry led to at least thirty-five U.S. states making some apologetic statements inadmissible at trial.
-*How do you determine when apologies are likely to repair a relationship and lead to “closure”?
-*What are the signs that apologies can deepen an interpersonal rupture?
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