“People who are over forty-five or fifty are more comfortable with face-to-face meetings.” And those under that age “have a tendency to use email to avoid dealing with each other.” And also, to use email to apologize. For Hammond, the ability to apologize face-to-face is a basic business skill. Not having it seems to him like “driving a car but not knowing how to go in reverse. This is what it must be for these people who can’t say these words. But email encourages this; on email, you never learn to say ‘I’m sorry.’”