In analyzing apologies, experts Marjorie Ingall and Susan McCarthy highlight phrases to avoid, like 'sorry but' and 'obviously.' Their research shows that a true apology can mend relationships but must be sincere, as even a single misworded phrase can worsen a situation. They note that the psychology behind apologizing reveals our struggle with acknowledging our faults, as it clashes with our self-image. Accepting responsibility can be further complicated by the unclear nature of blame and situational context in interpersonal conflicts.
"The line between explanation and excuse is very porous, and very thin."
"One ill-considered or misplaced word can not only fail to secure forgiveness but make the situation worse."
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