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Amy Keene

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Gary Kaplan responded not by evading or spinning, but by publishing a full and frank apology—the opposite of what happened after the death of Elaine Bromiley. “We just can’t say how appalled we are at ourselves,” it read. “You can’t understand something you hide.” The apology was welcomed by relatives and helped them to understand what had happened to a beloved family member.
Black Box Thinking: Why Some People Never Learn from Their Mistakes - But Some Do
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