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APOLOGIZING AND COMPLIMENTING

Pedro Fermin
Across
Accept responsibility. own your own actions
Avoid qualifying your compliments. avoid using words like "but" and "however"
Direct your compliment too something specific rather than something general
A compliment that is too extreme can be seen as dishonest
Say what you mean and refrain from giving dishonest compliments
Be careful not to look for ways around the situation
Down
More effective form of communication
State, inn specific rather than general terms
Say the words "I'm sorry"
Comforting the person by saying things like, "it won't happen again"
Express understanding of how the other person feels