How to Make a Professional Apology
Acknowledge and take responsibility for your mistake. Start your apology by saying what you’re sorry about—Fermin says to “address the exact issue or action you're apologizing for.” Then, own your mistake and accept full responsibility for it. While you can briefly explain how or why you made the mistake, avoid making excuses or blaming anyone else. Use “I” statements to make it clear you’re accepting responsibility for the mistake and to avoid putting blame on anyone else. For example, say, “I want to apologize for failing to send the shipment on time. I got the dates mixed up and take full responsibility for this error.” Even if your mistake was in response to someone else’s or you think you aren’t entirely to blame, it’s important to only focus on your actions. Making excuses or blaming others can make your apology sound insincere and end up doing more harm than good. If anyone else was involved, let them apologize instead of speaking for them.
Recognize how your actions affected the other person. The key to making a genuine apology is expressing regret for your actions and showing that you get how they affected your colleague. Tell your colleague that you understand that you inconvenienced or upset them. Then, validate their feelings and express that you would be frustrated or disappointed in the same situation. For example, say, “It was unprofessional of me not to notify you that the shipment would be delayed. I realize that this is frustrating and has put you behind schedule.” Apologize to your colleague even if it wasn’t your intention to upset them. Claytor says it’s okay to say that your actions weren’t intentional, but to “follow [that] up by saying, ‘I'm not trying to make any excuses. I know that I hurt you. And I hope you forgive me.’” If you’re having trouble understanding the impact of your mistake, take a moment to reflect and put yourself in your colleague’s shoes. For instance, think about how you’d feel if your coworker missed a deadline or forgot to include your contributions to a project.
Say, “I’m sorry” or “I apologize.” Make it clear that you are sorry and giving your colleague an apology. This emphasizes your colleague’s feelings and shows that you are taking responsibility for your actions. Avoid using indirect expressions like “I regret” or “I’m disappointed,” as these phrases can sound like you’re centering your feelings. For example, say, “I am sorry I forgot to send the shipment on time.” Other professional ways to say, “I’m sorry” include: “I apologize for the inconvenience.” “Please accept my sincere apology.” “My apologies.” “I’m very/truly/really/deeply sorry.”
Explain how you’ll fix the issue. Fermin recommends that you “suggest ways to make [the mistake] right or ensure it won't happen again.” Tell your colleague if you’ve already corrected the issue or how you plan to resolve the problem. Then, tell them what you’ll do to prevent the mistake from happening again. For example, say, “I sent your shipment today and refunded you the price due to this inconvenience. I’ve set detailed reminders for myself so I don’t forget to send your shipment again.”
Ask the person for their forgiveness. In more personal situations, like accidentally offending your coworker, it’s appropriate to ask for their forgiveness after you make your apology. This is a clear way to let your colleague know that you’re sincere about your apology and committed to rebuilding your relationship. For example, say, “I hope you can forgive me” or “Can you please forgive me?” Don’t pressure your colleague to forgive you. They might need more time to process, so pressuring them can make your apology seem insincere. Simply let them know that you hope they can forgive you. Note: It’s up to your colleague if they want to accept your apology or not—you can’t force them to accept it. While this can be tough, try not to be discouraged. Keep your promise to prevent the issue from happening again to show your commitment to your apology. Seeing that you honor your word can help mend your relationship.
Make your apology soon after you make a mistake. In most cases, it’s best to make your apology as soon as you make or notice the mistake. If the issue was more personal, like if you yelled at a colleague in frustration, it might be best to wait a few hours. This gives your colleague time to cool down and process and you time to reflect on your actions.
When to Apologize in Person or in an Email
Apologize for larger mistakes in person. For personal issues or mistakes that seriously affect your colleagues or company, opt for a face-to-face apology. Apologizing in person is more personal and takes more effort, which helps your apology sound more sincere. It also helps prevent any miscommunication from happening. If you work remotely, ask your colleague to join you on a video call to apologize to them. If you can’t set up an in-person meeting or video call, give your colleague a phone call to apologize. Examples of larger mistakes: missing a major deadline, causing a project delay, accidentally upsetting or offending a coworker, including incorrect info in important documents/communication
Apologize for smaller mistakes in an email. It’s perfectly acceptable and professional to apologize for smaller issues that don’t seriously impact your colleagues or company in an email. Just ensure you use polite and empathetic language to ensure your recipient knows your apology is genuine. If your company uses a messaging platform, like Slack, feel free to apologize for very minor mistakes via chat. Examples of smaller mistakes: forgetting a minor task, miscommunication, small errors or typos in documents and presentations, being a few minutes late, responding to an email late
Writing a Professional Email Apology
Write what you’re apologizing for in the subject line. Make it clear that you’re sending your colleague an apology by writing it in the subject line. Just specify what you’re apologizing for so they aren’t confused by receiving the email. For example, you might write: “Apologies for the Miscommunication Today,” “Data Report Error - My Sincere Apologies,” or “Apology for Running Late to Meeting”
Keep your apology short and to the point in the body of the email. When emailing or messaging a colleague your apology, Fermin recommends that you “keep it concise.” He says “a lengthy message can come off as insincere or as if you're overcompensating,” so “stick to the point and be genuine.” While you want to keep your apology short and sweet, still ensure you’re hitting all of the necessary elements of an apology. Explain what you’re apologizing for, take responsibility, validate your colleague’s feelings, and explain how you’ll fix the issue.
Thank your colleague and sign your name. At the end of your email, share your gratitude with your colleague. Thank them for their time and patience, as well as taking the time to read your apology. Then, add a polite email sign-off and write your name. Expressing your appreciation is a great way to convey a polite and positive tone. It can also help lessen any negative feelings your colleague has.
Apologize to the person in a separate email. Directly email the colleague you’re apologizing to. If you regularly email this person, compose a new email instead of replying to an existing thread. This helps your email seem more personal and genuine.
Apologizing Professionally in Person
Apologize to your colleague privately. For instance, ask your colleague to meet you in your office, their office, or an empty meeting room. Making your apology away from other colleagues helps ensure that you’re both comfortable expressing your feelings freely.
Make eye contact and maintain open, relaxed body language. Your body language is just as important as your words when making an apology. Whether you’re standing or sitting, adopt an open, relaxed stance by keeping your back straight and your arms at your side. Make eye contact as you talk to your colleague and listen to their response so they know you’re interested in the conversation. Avoid crossing your arms, as this can make you look defensive, uninterested, or even insincere.
Email Templates
Template for a General Mistake Subject: Apology for Document Error Dear Kehlani, I wanted to apologize for sending you the marketing document with the incorrect financial data. I take full responsibility for providing the wrong information and sincerely apologize for the trouble this caused.I know that detail and accuracy are important in our line of work and my mistake reflects poorly on us, which is frustrating to deal with. To help fix this issue, I’ve corrected the wrong information and attached the document to this email for your review. I’m committed to ensuring this doesn’t happen again and will complete a thorough review of every document before I send them. If you have any questions, concerns, or feedback for me, please don’t hesitate to let me know. Thank you for your understanding. Kind regards, Sawyer
Template for Boss Subject: Apology for Meeting MiscommunicationDear Damian, I am writing to express my sincere apologies for the miscommunication about the meeting dates. I realize this misunderstanding created confusion about when we’d be meeting and caused you to be late for another meeting. I’m truly sorry for the inconvenience I caused. I’ve taken steps to fix this issue and have updated the meeting to the correct day and time. To prevent this from happening again, I set a reminder to check the meeting information before I send it to you. Please let me know if there’s anything else I can do to fix or address this issue. Thank you for your patience and understanding.Respectfully, Teagan
Template for Client/Customer Subject: Clarification and Apology About Your Recent Order Dear Andres, I want to personally apologize for your card getting charged twice for your order. I understand that we did not serve you up to our standards. I am committed to fixing this mistake and have issued a full refund for your order. Please let me know if you have any further questions or concerns. Best Regards, Marcus
Template for Being Late Subject: Regarding Being Late Today - My apologies Dear Nina, I wanted to offer my sincere apologies for being late to work today. It is completely my fault that I failed to arrive at work on time and missed the morning meeting. I understand that you had to step in for me, which was likely frustrating. Please know I am committed to preventing this from happening again. I plan to leave my house earlier to ensure I get here on time. Thank you for understanding.Sincerely, Paige
In Person Scripts
Template for a General MistakeHello Jessie, I hope you’re doing well. Thank you for meeting with me. I want to express my sincere apologies for the delay in delivering the project report. I accept full responsibility for not getting the report to you on time. I understand that this delay has affected other aspects of the project and I am deeply sorry for this. To rectify this, I’ve emailed you the report for you to review, as well as the other project documents I was scheduled to send later this week. I am committed to preventing this from happening again and will ensure I send the reports to you on time.
Template for BossThank you for meeting with me, Elisa. I am deeply sorry for deleting the shared data files this morning. I take full responsibility for this error. I understand this severely impacted our ability to work and I am truly sorry for the inconvenience and setbacks this caused. I have already contacted the IT department who have been able to restore the deleted files. I also asked them to lock the files from being deleted to prevent this from happening in the future. Please let me know if you have any further comments or feedback.
Template for Client/CustomerHi, Lucien. I appreciate you meeting with me. I want to offer my sincere apologies for sending you the incorrect order. I recognize this has caused you to lose valuable time and led to important project delays. I also understand that this is unprofessional—I’d be very frustrated in this situation, too. Please know that I’ve resent the items you originally ordered and expedited the shipment. If there's anything else I can do to fix this issue, please let me know.
Template for Upsetting a Colleague Hello Trevor. I really appreciate you agreeing to meet with me. I want to sincerely apologize for getting upset and yelling at you earlier. It was completely unacceptable and unprofessional for me to talk to you like that. I’m truly sorry. I’m taking steps to ensure this never happens again and have already spoken to HR about getting anger management training. I hope you can forgive me.
Why is apologizing at work important?
Apologizing fosters better relationships and communication. Owning up to a mistake at work and taking action to fix it can help build trust back up between you and your colleague. It helps you appear more reliable and conscientious, which can help you form deeper, more positive relationships. Your willingness to apologize also shows your colleagues that you’re open to feedback and discussion, which can lead to better communication.
Apologizing promotes a better work environment. Saying, “I’m sorry” helps reduce potential conflicts, lessen negative feelings, and ease stress—all of which improve your work environment. When you and your colleagues are on good terms, you’re likely to be more productive, solve problems easier, and have a more positive work experience.
Apologizing can improve your reputation. Apologizing is often a humbling act that takes a lot of strength and courage to do. To your colleagues, managers, and customers, apologizing helps you look responsible, respectful, thoughtful, and empathetic. These are all qualities that make you a good employee and ensure others want to work with you and see you succeed.
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