Anything ●

Show them you actually understand why they are upset. This is the "empathy" phase.

The moment you say "but," the apology dies. A "but" is a justification in disguise. "I’m sorry I was late, but traffic was terrible." Anything

"I’m sorry if you felt bad about what I said." (This blames their reaction). Show them you actually understand why they are upset

"I’m sorry I was late. I didn't manage my time well and I know you've been waiting." 3. Acknowledge the Impact Anything

"I am sorry that I spoke to you disrespectfully." (This owns your behavior). 2. Skip the "But"