https://www.scmp.com/rss/516292/feed Professor Peter Robinson is a former dean of Pepperdine Caruso School of Law. He has presented advanced negotiation and mediation skills courses in more than 30 US states and in Argentina, Canada, England, Holland, Hong Kong, India, Israel, Japan, Jordan, Mexico, France, and Rwanda. Prior to joining the Pepperdine community, he served as director of the Christian Conciliation Service of Los Angeles (CCS), a non-profit dispute resolution centre. He is the IAM Lifetime Achievement Award recipient... en https://assets.i-scmp.com/static/img/icons/scmp-meta-1200x630.png https://www.scmp.com Both Cathay Pacific Airways and United Airlines recently issued apologies. Public reception suggests Cathay’s was more effective. Apologies can have different meanings depending on how much they acknowledge that an injury has been inflicted and that it was wrong. Victims’ psychological needs (restoration of dignity, assurance of shared values and safety, and seeing the perpetrator suffer) are usually more greatly satisfied when both aspects are more prominently displayed. Cathay Pacific’s... https://www.scmp.com/comment/opinion/article/3229599/two-airlines-two-apologies-why-cathays-worked-uniteds-failed?utm_source=rss_feed https://www.scmp.com/comment/opinion/article/3229599/two-airlines-two-apologies-why-cathays-worked-uniteds-failed?utm_source=rss_feed Thu, 03 Aug 2023 00:15:13 +0000