MOVE 73 · DE-ESCALATION & REPAIR · FREE
Own the Specific Miss
When you have made a mistake, name exactly what you got wrong and what you will do about it, without vague apologies or excuses.
A precise apology rebuilds trust; a general one spends it.
WHY IT WORKS
Vague apologies ('sorry for any inconvenience') sound evasive and leave the other side to point out the problem. Naming the specific miss, its impact and the fix shows you understand what happened, takes control of the narrative and usually ends the anger faster than defence.
WHEN TO USE IT
- You missed a deadline, made an error or let someone down.
- The other side is upset and the cause was at least partly yours.
WHEN NOT TO USE IT
- The fault genuinely lies elsewhere; take responsibility only for your part.
- Admitting fault has legal implications you have not reviewed with a qualified adviser.
SIGNALS IT FITS
- You are tempted to start with context or excuses.
- The other person is waiting for acknowledgement before anything else.
PREPARATION
- Write one sentence naming the specific miss.
- Decide the concrete remedy and the date you will deliver it.
STEP BY STEP
- Name the miss specifically.
- Acknowledge its impact on them.
- State the fix and when it will happen.
- Explain how you will prevent a repeat, briefly.
OPENING LINE
“I got this wrong, and I want to be specific about what happened.”
SCRIPT
I sent the report with last month's figures. That meant your board saw the wrong numbers. I've corrected it and sent a revised version, and I've added a second check before anything goes out.
LIKELY RESPONSES & COUNTERS
- If they remain angry
- Let them express it without defending; repeat the fix and ask what else would help.
- If they accept the apology
- Thank them and deliver the remedy exactly as promised.
SECOND MOVE
If trust remains low, use Reset the Working Agreement.
FOLLOW-UP
Confirm the fix was delivered and check in a week later.
COMMON MISTAKES
- Starting with 'I'm sorry if you felt…'.
- Over-apologising until the other person has to comfort you.
WALK-AWAY CONDITIONS
- Repeated sincere repairs are met with escalating demands disproportionate to the error.
EXAMPLE (FICTIONAL)
An agency mis-scheduled a client's product email a day early. The account lead called within an hour, named the error, explained the corrected follow-up email and offered a credit. The client renewed later that quarter.
ETHICAL BOUNDARY
Own your part honestly without accepting blame for others' actions. Consider legal advice where admissions carry liability.
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Content version 1 · Drafted by Power Move IQ Editorial · Not yet human-reviewed · Educational decision support, not legal, financial or employment advice.