"If we meet and I say, "Hi," That's a salutation. If you ask me how I feel, That's a consideration. If we stop and talk awhile, That's a conversation. If we understand each other, That's communication. If we argue, scream and fight, That's an altercation. If later we apologize, That's a reconciliation. If we help each other home, That's cooperation. And all these ations added up Make civilization. (And if I say this is a wonderful poem, Is that exaggeration?)"

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Being able to make a sincere apology - one that says, "Yes, I get it; I screwed up. Your feelings make sense, and I'm taking this seriously" - is at the heart of being successful in leadership, parenting, and friendship, as well as our own integrity and self-worth. And the failure to apologize? Even a good relationship will suffer quietly - because we really feel it when someone won't take responsibility for what they said, or didn't say.

— Harriet Lerner