为什么说“对不起”这么难
<p>“<span word="I">I</span>’<span word="m">m</span> <span word="sorry">sorry</span>.” <span word="Two">Two</span> <span word="simple">simple</span> <span word="words">words</span>, <span word="not">not</span> <span word="so">so</span> <span word="simply">simply</span> <span word="said">said</span>.</p><p>“对不起。”简简单单几个字，却不能简简单单地说出口。</p><p><span word="On">On</span> <span word="Wednesday">Wednesday</span>, <span word="the">the</span> <span word="public">public</span> <span word="representatives">representatives</span> <span word="of">of</span> <span word="two">two</span> <span word="embattled">embattled</span> <span word="American">American</span> <span word="institutions">institutions</span> — <span word="United">United</span> <span word="Airlines">Airlines</span> <span word="and">and</span> <span word="the">the</span> <span word="White">White</span> <span word="House">House</span> — <span word="found">found</span> <span word="themselves">themselves</span> <span word="on">on</span> <span word="national">national</span> <span word="television">television</span> <span word="grappling">grappling</span> <span word="with">with</span> <span word="a">a</span> <span word="delicate">delicate</span> <span word="and">and</span> <span word="increasingly">increasingly</span> <span word="common">common</span> <span word="ritual">ritual</span> <span word="of">of</span> <span word="the">the</span> <span word="corporate">corporate</span> <span word="and">and</span> <span word="political">political</span> <span word="worlds">worlds</span>: <span word="the">the</span> <span word="public">public</span> <span word="apology">apology</span>.</p><p>周三，美国两个陷入四面楚歌境地的机构——联合航空(<span word="United">United</span> <span word="Airlines">Airlines</span>)和白宫的公关代表，面对全国性电视节目的镜头，勉力应对商界和政治界一个既微妙又日益普遍化的仪式：公开道歉。</p><p><span word="Oscar">Oscar</span> <span word="Munoz">Munoz</span>, <span word="United">United</span>’<span word="s">s</span> <span word="chief">chief</span> <span word="executive">executive</span>, <span word="recalled">recalled</span> <span word="his">his</span> “<span word="shame">shame</span>” <span word="upon">upon</span> <span word="seeing">seeing</span> <span word="a">a</span> <span word="cellphone">cellphone</span> <span word="video">video</span>, <span word="shared">shared</span> <span word="by">by</span> <span word="millions">millions</span> <span word="of">of</span> <span word="people">people</span>, <span word="of">of</span> <span word="a">a</span> <span word="paying">paying</span> <span word="passenger">passenger</span> <span word="being">being</span> <span word="violently">violently</span> <span word="evicted">evicted</span> <span word="from">from</span> <span word="one">one</span> <span word="of">of</span> <span word="his">his</span> <span word="airline">airline</span>’<span word="s">s</span> <span word="flights">flights</span>. <span word="Face">Face</span> <span word="taut">taut</span>, <span word="voice">voice</span> <span word="soft">soft</span>, <span word="Mr">Mr</span>. <span word="Munoz">Munoz</span>’<span word="s">s</span> <span word="televised">televised</span> <span word="prostration">prostration</span> <span word="was">was</span> <span word="a">a</span> <span word="far">far</span> <span word="cry">cry</span> <span word="from">from</span> <span word="the">the</span> <span word="robotic">robotic</span> <span word="statement">statement</span> <span word="issued">issued</span> <span word="by">by</span> <span word="United">United</span> <span word="days">days</span> <span word="earlier">earlier</span>, <span word="expressing">expressing</span> <span word="regret">regret</span> <span word="for">for</span> “<span word="re">re</span>-<span word="accommodating">accommodating</span>” <span word="a">a</span> <span word="traveler">traveler</span>.</p><p>联合航空首席执行官奥斯卡·穆尼奥斯(<span word="Oscar">Oscar</span> <span word="Munoz">Munoz</span>)忆及了自己看到一段手机视频时的“羞耻”感——在那段被千百万人分享过的视频中，一名联合航空的付费乘客被人使用暴力逐出了机舱。镜头中的穆尼奥斯表情肃穆、声音温和，那恭顺虔敬的样子，与联合航空几天前发布的一份就“另行安排”一名乘客表达遗憾的生硬声明天差地别。</p>
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