TABLE OF CONTENTS

Introduction: Apology is the First Resort

Part One – Practicing Apology
Chapter 1: The Age of Apology
Chapter 2: Why We Apologize and What it Accomplishes

Part Two – The Five Dimensions of Effective Apology
Chapter 3: Recognition
Chapter 4: Responsibility
Chapter 5: Remorse
Chapter 6: Restitution
Chapter 7: Repetition

Part Three – Apologize for Results
Chapter 8: When, Where and How to Apologize
Chapter 9: How to Accept (and Reject) an Apology
Chapter 10: Apology and Forgiveness
Chapter 11: Obstacles to Wholehearted Apology
Chapter 12: The Best Apology Possible – Ten Apology Do’s and Don’ts
Chapter 13: Talking About Apology – Frequently Asked Questions
Chapter 14: What Can I Do Now? Five Apology Practices

Notes
Index
About the Author