" Why should you do this, when it’s the last thing you want to do? Because it works when other approaches don’t. Ignore a slacker, and the problem will continue and probably escalate. Confront the person, expecting to receive an apology and a promise to reform, and you’re likely to create an enemy who’ll look for every opportunity to covertly work against you. But do the unexpected by apologizing yourself, and something very different occurs: You shift a person instantly out of defensive mode and cause the individual to mirror your humility and concern. Taking responsibility for your actions and committing to correct your faults in the future also demonstrates tremendous graciousness, generosity, and poise, and turns you into a person worthy of respect. "

― Mark Goulston , Just Listen: Discover the Secret to Getting Through to Absolutely Anyone