In Friend and Foe, researchers Galinsky and Schweitzer explain why this debate misses the mark. Rather than being hardwired to compete or cooperate, humans have evolved to do both. It is only by learning how to strike the right balance between these two forces that we can improve our long-term relationships and get more of what we want.
A step-by-step guide for determining whether a mistake merits a corporate apology and, when it does, for crafting and delivering an effective message.
Our research shows that although trust violations can rupture relationships, the impact of a violation depends less on the type of transgression and more on the mindset of the trusting party. Some people believe personal attributes, such as negotiation ability and moral character, are stable. Others believe that these attributes are malleable.