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内容简介
讲了什么？
罗伊·莱维基与俄亥俄州立大学团队的755人实验揭示了一个反直觉的发现：道歉中最有力的成分是"承担责任"，而我们最常说的"请原谅我"反而排在末位。亚伦·拉扎尔在《On Apology》中将道歉定义为"恢复受伤者尊严的献礼"，而泰勒·奥基莫托的研究则解释了为何拒绝道歉会让人感觉更强大。这本书拆解了有效道歉的四部分结构，让你明白为何厨房里那句反复练习的话总是失效。
你将学到：
- 能力失误与品格违规为何需要不同策略
- "但是"如何在听者脑中抹去前面所有话语
- 补救措施为何必须小而可衡量
