In the US, where physicians fret that every patient is a potential plaintiff in a malpractice lawsuit, lawyers counsel doctors never to admit a mistake. But evidence shows that when doctors apologise for an error and show how they’ll avoid it in the future – that’s to say, when they talk and act like human beings – aggrieved patients think more highly of the physician and are less likely to sue.
Telegraph: My challenge to you: only speak like a human at work