A master class on how leaders can say “sorry”…

Last evening the train driver on our commuter train missed the penultimate stop. Over the PA system he said “I’m very sorry. I forgot to stop at that station; it’s entirely my fault, and not as is sometimes the case, that of the train operator, or the train. I will be available at the front of the train at the final stop if anyone wants to shout at me”. Despite the inconvenience most passengers smiled wryly, some laughed out loud and one said nearby: “At least he ‘fessed up”. I can’t help but think that some of the commuters were comparing his behaviour with their experiences at work. Some leaders never apologise, many don’t know how. Our train driver gave a master class.

Ciaran Fenton


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