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When should a leader apologize and when not?

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<abstract>For a leader, a public apology is always a high-risk move. Understanding what apologies can and cannot do will help leaders to avoid both foolhardy stonewalling and unnecessary contrition. A leader's apology is a performance in which every expression matters and every word becomes part of the public record</abstract>
<note type="statement of responsibility">Barbara Kellerman</note>
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