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#66 Apologizing and Proposing Improvements｜English Business Phrases

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Izumi

In business situations, mistakes or delays may occur. When they do, it is essential not only to apologize appropriately but also to clearly communicate how the issue will be addressed going forward.

In English business communication, an apology is not just about saying “sorry.” It is important to explain what happened and what actions will be taken to prevent the issue from happening again.

In this article, I explain polite English expressions for apologizing, ways to describe the cause objectively, and phrases for presenting preventive measures in detail.

Contents
  1. Dialogue
  2. 1. Expressing an Apology Clearly
  3. 2. Explaining the Cause Clearly and Objectively
  4. 3. Questions About Preventive Measures
  5. 4. Presenting Improvement Measures
  6. Summary

Dialogue

A
A

Thank you for taking the time to speak with me today. I’d like to apologize for the delay in our response.

B
B

I see. Could you explain what caused the delay?

A
A

There was an internal communication issue, and the information wasn’t shared in time.

B
B

I understand. How do you plan to prevent this from happening again?

A
A

We’re reviewing our workflow and introducing a clearer approval process to avoid similar issues in the future.

B
B

That sounds reasonable. Thank you for explaining.

1. Expressing an Apology Clearly

In business situations, it is important to state your apology clearly at the beginning. If your wording is indirect or vague, your sincerity may not come across.

Example
  • I’d like to apologize for the delay.

This expression conveys a sincere acknowledgment of responsibility and can be used safely with supervisors and business partners.

“I’m sorry for the delay.” is also correct, but it sounds slightly more casual.

Related Expressions
  • I’d like to sincerely apologize for ～
  • Please accept my apologies for ～

Choose the expression that best matches the seriousness of the situation.

2. Explaining the Cause Clearly and Objectively

After apologizing, you should explain the cause of the issue. It is important to avoid language that sounds like an excuse.

Example
  • There was an internal communication issue.

Here, “issue” means “a matter” or “a challenge” and sounds more neutral and professional than “problem.”

In business contexts, “issue” is often used for explanations, while “problem” is reserved for more serious or clearly defined troubles.

Related Expressions
  • There was an issue with our process.
  • There was a delay due to internal coordination.
  • The information wasn’t shared in time.

By focusing on systems or circumstances rather than individuals, you can present the situation calmly and professionally.

However, if responsibility is questioned directly, it is also important to clarify accountability, for example:

Example
  • We take full responsibility for this issue.

3. Questions About Preventive Measures

After an apology and explanation, you may be asked about how you plan to prevent the issue from happening again.

Example
  • How do you plan to prevent this from happening again?

This question is not meant to place blame, but rather to confirm whether concrete improvement measures are in place.

Therefore, it is important to respond with specific actions rather than vague statements.

4. Presenting Improvement Measures

When explaining improvement measures, using the present continuous tense helps convey that actions are already in progress.

Examples
  • We’re reviewing our workflow.
  • We’re introducing a clearer approval process.

By clearly stating what has changed or what is being improved, you can help rebuild trust with the other party.

Related Expressions
  • We’re working on improving our internal communication.
  • We’re setting up a new checkpoint system.
  • We’ve updated our procedures to prevent delays.

Summary

Key English Phrases
  • I’d like to apologize for ～
    → A sincere and professional way to apologize in business situations.
  • There was an issue with ～
    → An objective way to explain the cause.
  • How do you plan to prevent this from happening again?
    → A question used to confirm preventive measures.
  • We’re reviewing ～ / We’re introducing ～
    → Expressions that show proactive efforts toward improvement.
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