1779723198612
May 25, 2026 15:33
· 1:19
· English
· Whisper Turbo
· 2 Altoparlanti
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Speaker 2 (1779723198612)
Once,
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during a mediation involving allegations of patient abuse at a nursing home,
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the corporate director decided to extend an apology to the victim's family.
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I walked in on a private session where the corporate director,
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who was an elderly white man from the Midwest,
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was literally practicing his apology to his counsel.
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The man's delivery was void of emotion,
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and although he seemed sincere,
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the whole experience seemed like a bad casting call.
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The man just wasn't right for the role.
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Speaker 1 (1779723198612)
The more his attorney coached and the more the gentleman rehearsed,
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Speaker 1 (1779723198612)
the less impressed I was with the authenticity of the message.
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Speaker 1 (1779723198612)
I looked for a private moment to speak with counsel outside of
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the presence of his client.
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And as I followed him to the men's room,
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I commended his client's motivation.
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But I also pointed out that the victim's family was Hispanic and English
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was their second language.
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I suggested that I had concerns about how the apology would be viewed
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given the language barrier and the emotion of the moment.
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Speaker 1 (1779723198612)
I also told him that his client's delivery lacked inspiring emotional content.
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Speaker 1 (1779723198612)
I then suggested that the attorney have his client put the apology in
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Speaker 1 (1779723198612)
writing, which would add to its formality.
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Speaker 1 (1779723198612)
The attorney welcomed the suggestion and his client prepared a
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Speaker 1 (1779723198612)
written apology,
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Speaker 1 (1779723198612)
which was graciously received by the victim's family.
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