Re-accommodate words like ‘re-accommodate’ when you make an #apology
This infamous ‘incident’ is back on my radar as we are teaching this in uni studies.
When you need to apologise – don’t use words like re-accommodate. Use ‘real’ words.
When I read the United Airlines apology after a passenger was forcibly removed from a flight because it was ‘overbooked’ – I couldn’t believe the CEO used the word re-accommodate. To me, the word seemed unnatural and trying to hide/soften what really happened.
When I help organisations apologise – part of the process is re-accommodating words like re-accommodate. I work with the spokesperson/ comms team to find the right words.
Finding the ‘bad words’ that need to be removed includes:
- seeing what the words ‘look like’ in a written statement and
- hearing what the words ‘sound like’ when spoken.
You need to do both – because some of your audience will hear the words while others will read them.
From my experience, the ‘big, bad words’ that need to be ‘re-accommodated’ stand out visually and…
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