On apology

1. growing importance of apologies

2. paradox of apologies

3. How apologies heal

4. Acknowledging the offense

5. Remorse, explanations, and reparation

6. Why people apologize

7. Why people do not apologize

8. timing of apologies

9. Delayed apologies

10. Negotiating apologies

11. Apology and forgiveness

12. Afterword : the future of apologies.