When was the last time you heard anyone in the public eye who had done something wrong come forward with a forthright and clear apology?

Sometimes, a critical situation calls for a performance that lacks polish.

It’s remarkable that airlines still don’t get that a little communication goes a long way.

In today’s light-speed media environment, corporate misdeeds require immediate attention.

So, how’d she do?

Apology is a powerful communication tool.

Being willing to be the first to deliver bad news has lasting benefits.