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Industry News
Apologies are just step No. 1

Apologies need to be sincere, unconditional and followed up by actions that rebuild trust, writes Barbara Brooks Kimmel, founder of Trust Across America-Trust Around the World. Trust is grown or squandered over time, and trustworthy people or groups "will be more easily forgiven for what may be viewed as a genuine or unavoidable mistake instead of an ethical lapse," she writes.

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