Good, practical article by the Medical Defence Union’s head of professional standards about how to get an apology right.
Written against the background of the recently introduced ‘duty of candour’ that has been developed for hospitals and healthcare bodies – but his advice is relevant to most commercial disputes, or let’s face it, most arguments.
http://blogs.bmj.com/bmj/2015/07/16/michael-devlin-duty-of-candour-make-apologising-easy/