Today we’re going to talk about how trust actually gets repaired after it’s been broken, using a research-based model that explains why “just apologize” often doesn’t work the way people hope it will.

Here’s the big idea: trust repair is not a one-person project. It’s a two-way, back-and-forth process between two people. On one side is the trust or (the person who was hurt and whose trust was violated). On the other side is the trustee (the person who caused the damage, or is accused of causing it).