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I once mediated a number of cases for a national product manufacturer who
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Speaker 1 (1779723516455)
took very seriously claims that a customer or other family member had been
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injured using his client's product.
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Speaker 1 (1779723516455)
At the beginning of each mediation,
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a corporate representative,
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usually from the legal department or a lead engineer,
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would start by addressing the injured party and or his family.
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The apology typically went something like this.
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Speaker 1 (1779723516455)
While we will undoubtedly have a disagreement today over the cause
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Speaker 1 (1779723516455)
of this accident.
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I just want you to know that I've worked for this company for over 30 years and
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we are in business to make products to help,
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Speaker 2 (1779723516455)
not hurt people.
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When accidents do occur,
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we want you to know we use them as opportunities to re -examine whether we're
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Speaker 1 (1779723516455)
doing everything possible to ensure product safety.
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Speaker 1 (1779723516455)
Yet, above all else,
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Speaker 1 (1779723516455)
we all have families and we never want to see anyone hurt using
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Speaker 2 (1779723516455)
our products.
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Speaker 1 (1779723516455)
Speaking on behalf of everyone at the company,
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Speaker 1 (1779723516455)
we're sorry you've been injured and we promise to work hard today
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Speaker 1 (1779723516455)
to try and resolve this matter by mutual agreement.
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Speaker 1 (1779723516455)
There were many times I saw this type of apology
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Speaker 1 (1779723516455)
used effectively by corporate defendants.
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Speaker 1 (1779723516455)
When offered,
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Speaker 1 (1779723516455)
you could discern a palpable shift in the level of tension and anger
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Speaker 1 (1779723516455)
in the room, paving the way for a more productive exchange.
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Speaker 1 (1779723516455)
While I've often debated the strategic use of apologies,
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Speaker 1 (1779723516455)
particularly by corporate defendants,
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Speaker 1 (1779723516455)
I've come to the conclusion that there still is a place for apology
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Speaker 1 (1779723516455)
in negotiation.
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