{
  "title": "After a mistake: is an apology enough to restore trust?",
  "url": "https://www.shr.swiss/blog/excuses-apres-une-erreur-ce-qui-retablit-la-confiance-en",
  "language": "en",
  "datePublished": "2025-11-19",
  "publisher": {
    "name": "SHR — Swiss Human Resources",
    "url": "https://www.shr.swiss",
    "address": "Esplanade de Pont-Rouge 9A, 1212 Lancy, Suisse"
  },
  "summary": "Apologising seems the natural response to a mistake. Research shows that its effect depends on what the incident has led the other person to question.",
  "section": "Research",
  "topic": "Communication",
  "place": {
    "name": "Sion",
    "region": "Valais",
    "country": "CH"
  },
  "keyPoints": [
    {
      "heading": "What the literature establishes",
      "point": "Peter H."
    },
    {
      "heading": "Words tested by subsequent actions",
      "point": "Maurice E."
    },
    {
      "heading": "The premature conclusion",
      "point": "One might conclude that managers should apologise for technical mistakes and deny any wrongdoing involving integrity."
    },
    {
      "heading": "What these findings cannot promise",
      "point": "These experiments reproduce neither the duration of a professional relationship nor the obligations specific to healthcare or hydropower operations."
    },
    {
      "heading": "A practical check in Sion",
      "point": "Within SHR’s Communication programme, an exercise in Sion could address a non-critical service incident in hydropower, healthcare, winegrowing or Alpine tourism, without replacing safety and reporting procedures."
    }
  ],
  "sources": [
    {
      "authors": "Dirks",
      "year": "2004",
      "source": "Journal of Applied Psychology"
    },
    {
      "authors": "Bradlow",
      "year": "2006",
      "source": "Organizational Behavior and Human Decision Processes"
    }
  ],
  "wordCount": 410,
  "image": "https://www.shr.swiss/img/blog-Training-Communication-Sion-excuses-apres-une-erreur-ce-qui-retablit-la-confiance-en.jpg?v=4",
  "translations": {
    "fr": "https://www.shr.swiss/blog/excuses-apres-une-erreur-ce-qui-retablit-la-confiance",
    "en": "https://www.shr.swiss/blog/excuses-apres-une-erreur-ce-qui-retablit-la-confiance-en",
    "de": "https://www.shr.swiss/blog/excuses-apres-une-erreur-ce-qui-retablit-la-confiance-de",
    "it": "https://www.shr.swiss/blog/excuses-apres-une-erreur-ce-qui-retablit-la-confiance-it"
  },
  "relatedPages": {
    "programme": "https://www.shr.swiss/formation/communication/sion",
    "city": "https://www.shr.swiss/formations-ville/sion",
    "blog": "https://www.shr.swiss/blog"
  },
  "citationPolicy": "Citation autorisée avec mention « SHR — Swiss Human Resources » et lien vers l'article."
}