Explained (2018–…): Season 3, Episode 8 - Apologies - full transcript

[narrator] In 2004,

the Carolina Panthers faced off
against the New England Patriots.

It's considered one of the best
Super Bowl games ever played,

but it went down in history
for another reason.

[man] Many who watched the game on CBS
saw something they weren't expecting

during the halftime show that left
singer Janet Jackson overexposed.

Accident or planned shock stunt,

or wardrobe malfunction. Whatever it was…

Viacom, which owns CBS,

will have to pay 550,000 dollars.

[narrator] The next day,
Janet Jackson apologized.



I am really sorry

if I offended anyone.
That was truly not my intention.

[narrator] But the media
couldn't get enough.

A, quote, "friend" of Justin Timberlake

anonymously told tabloids

she lied to him
and had taken advantage of him

to keep her career alive.

Which was part of a pile-on
that Janet Jackson was to blame.

And the next week, when Justin apologized,

he opened with a laugh line.

Listen, I know it's been
a rough week on everybody,

-and…
-[laughter]

[narrator] And could hardly
hold back his smirk.

What occurred was unintentional,



completely regrettable,

and I apologize if you guys were offended.

[narrator] That wouldn't fly
as an apology today.

We are in an age of apology.

We cannot read the news

without learning about
a new public apology that's been offered.

[narrator] From politicians,

celebrities,

and even governments
apologizing for past crimes.

I think one of the concerns
people may have

is that with there being
so many apologies out there

that they may be less effective.

[Schumann] Something called
normative dilution.

[narrator] The more people apologize,

the more we expect apologies,

but the less willing we are to forgive.

As people get more sophisticated

and see more of these type of apologies,
they do hope for more.

They hope for some sign that it's actually
coming from the person's heart.

[narrator] So, what makes a good apology,

and what power do they really hold?

I can't tell you how sorry I am.

[woman] He'll probably have
a perfectly good explanation

for why he was so late.

-Then he'll apologize.
-Apology!

We come together today
to offer our nation's apology.

I must take complete responsibility
for all my actions.

[man] I did not come here to apologize.

I'm not gonna change my mind and
I'm not going to be apologetic about it.

This is an opportunity
to put the past behind you.

[Palmer] "Forgive me, God,
for I have sinned."

For thousands of years
in the English-speaking world,

as far as we can tell,
these were the only apologies.

Apologies to a higher power.

A researcher analyzed
all the surviving texts in Old English

and couldn't find
any genuine instance of apologizing.

But then, in the 1590s,

Shakespeare wrote these words:

"My lord, there needs no such apology."

"I do beseech your Grace to pardon me."

It was the first known use of "apology"
in the modern sense

and a whole new ritual,

performing our inner contrition
to our fellow man.

It's difficult to apologize,

and it's difficult to apologize
in a sincere, meaningful way.

[Palmer] But there's usually
a handful of key elements.

First, an expression of remorse.

So, this is what we think of
when we think about what an apology is.

"I'm sorry. I apologize. I feel terrible."
Those types of statements.

[Palmer] Number two.

Acknowledging the harm and suffering
the victim experienced

as a result of our actions.

That helps them feel
validated and understood.

You also really want
to take responsibility.

It's really psychologically important
for the victim to hear that.

[Palmer] Offering an explanation
for your behavior can help.

And then, to move forward…

[Schumann] An offer of repair
or commitment to change.

[Palmer] And finally,
a request for forgiveness.

In Karina's research,

people usually say they include
four or five of these elements

in their everyday apologies.

But in reality, it's typically just two.

[Schumann] You are battling
this push and pull

between wanting to do the right thing,
wanting to repair the relationship,

wanting to make
the other person feel better,

but also protecting
your self-identity as a good person,

not only to the other person,
but also to yourself.

That can be very uncomfortable.

[Palmer] And public apologies
can be an even trickier performance.

It's hard to satisfy
an audience of millions.

There are a ton of considerations
when one's deciding whether to apologize.

One of the most important is the audience
that matters the most to you.

[Palmer]
Matthew Hiltzik is a crisis manager

with a lot of star clients.

It's a thriving business.

I'm gonna answer this.
I need to just take a call in a second.

Let me do this, and I'll come right back.

Can I pause for one second?
I apologize. I just need…

I apologize for these breaks.
This should not hopefully take very long.

Little busier than I thought.

Yeah, it's just one of these days.

I apologize in advance.

You've seen a significant reduction
in the big get of an interview,

where you have the celebrity on the couch.

I'm sitting here today to acknowledge that
and to say I'm sorry for that.

I just want to apologize.

I'm sorry, and I don't deserve
or expect your forgiveness.

They're not taking the chance
of having to subject themselves

to the interview process from others.

They have the chance to be able
to speak directly to their audiences

in a way that never happened in the past.

[Palmer] Which is a different kind
of performance in direct-to-camera videos.

I'm very sorry to anybody
who's taken offense.

I'm sorry to everyone that I hurt.

I apologize.

[Palmer] Or statements given
a personal touch

by writing them on the iPhone Notes app,

taking a screenshot
and posting that to social media.

And so on the one hand, it's great,
because it's a lot easier.

You can just say what you want to say
and exactly how you want to say it.

[Palmer] But even with that extra control,

a lot of people still struggle
to hit these marks.

The biggest mistake that people make
when apologizing is to interweave

little defensive components in there

that help them save face,
that help them protect their self-image.

[Palmer] Expressions of remorse
that don't sound that remorseful.

I sincerely apologize.

I'm a comic.

I crossed the line.

I moved the line.

[Palmer] Or sounding too remorseful.

I'm so sorry.

[sniffles]

[sobbing] I hope one day that you guys…

can see me for the woman that I am.

[Palmer] Laura Lee later apologized
for her apology.

In that video,
I come off more as a victim.

I am not a victim
in any way, form, or fashion

in this situation.

[Palmer] There's also
a tendency to deflect blame,

like suggesting
the reaction is the real problem.

I didn't want all the screaming
and yelling about this trip

to distract even one moment
from the real issues

that I think Texans care about.

[Palmer] Or avoiding "I" statements.

I am sorry she was treated
the way she was treated.

[Palmer] Or in the case of Ja Rule,

who co-produced
the disastrous Fyre Festival,

you can be a lot more explicit.

Putting your foot down and saying,
"I'm standing by my actions."

"I refuse to apologize for this."

This comes with a power boost
and self-esteem boost

because people feel like they're
taking control back over the situation.

[Palmer] And that's a natural impulse,

especially when the situation
isn't so clear-cut.

Oftentimes, we all feel
a little bit victimized, at least.

And we all feel like we're the ones

who deserve an apology
from the other person.

[Palmer] Which is why some experts say

a good apology
shouldn't be a performance at all,

but really, a conversation.

My name is Donnell Penny.
I'm from Brooklyn, New York.

Lafayette Gardens, not too far from here.

[Palmer] In the summer of 2011,
Donnell was going about a regular day,

until his brother burst into the room.

[Penny] His eye is all swollen,
his nose is bleeding.

He's looking real bad.
And I'm like, "What happened?"

And he tells me that at a bus station,
he was jumped.

Mind you, there's always been
some type of bad energy on that corner,

because that corner cuts off
the neighborhood in which two gangs rival.

[Palmer] Donnell's brother
was a quiet kid, a bookworm.

So, for me, it was, "Let me go outside
so they can see who I am,

and whose brother that was,
and we can get to the bottom of this."

[Palmer] As Donnell and his brother
walked back to the scene,

they drew a crowd.

When they got to the bus stop,
they confronted a guy there

who they thought was involved.

They began to form, like, a circle

and they asked me

why did I do something
to one of their friends

on the bus earlier that day.

And I just told them that,

"No. I don't know
what you're talking about. It's not me."

And they kept saying that it was me.

I became agitated.

[Palmer] And then Brandon
pulled out a razor,

slashed Donnell's brother in the face
and took off running.

[Penny] So automatically I go red.

[Palmer] They chased Brandon into a deli.

[Brandon] We began to fight.

[Penny] One of the gentlemen
that was with us

grabbed the knife from over
the deli counter and stabbed him.

It almost punctured my lungs.
I received 160 staples.

[Palmer] Both Donnell and Brandon
were arrested and faced years in prison.

My name's Danielle Sered.

I'm the Executive Director
of Common Justice.

The district attorney and the court
will come to an agreement

that so long as somebody
participates fully in Common Justice,

they are willing
at the end of that process

to dismiss the felony charges
against that person.

At the core of our work is a restorative
justice-based alternative to prison.

The term "restorative justice"

became popularized
in the United States in the '70s,

even though it draws from traditions
that long predate that.

[Palmer] The core idea is a circle.

[Sered] It includes the person
responsible for the harm,

the person who was hurt,

their support people, their loved ones.

[Penny] One of them was my mother
and one was my aunt.

[Brandon] I came into the circle
with my mother and my girlfriend.

[Palmer] And a facilitator.

The process goes through
many of these steps of an apology,

but saying sorry isn't required.

They start with the explanation.

We had to connect the story together

in order to understand
why did we react the way we did.

And there was parts of it
that they didn't know about.

At a point before me cutting
Penny's brother,

a gun was flashed.

[Palmer] The gun.

Donnell had no idea that someone
in his group had taken out a gun.

And I had this eureka moment, like,

"Of course you would swing."

My anger shifted, really.

It shifted, one, to the guy
who was in the back of me

and to me, for having
those type of damn people around me.

I literally started spewing,
and I was like,

"I'm sorry. I'm sorry. I'm sorry."
And I kept saying it.

I went outside
trying to protect my brother,

and I really hurt a brother.

And I'm sorry I hurt my other brother.

[Palmer] The apology that wasn't required
was volunteered.

I remember about Penny's apology
just how genuine it was.

It just felt organic.

I apologized as well,

and I just felt like
we knew each other for years.

In many ways,

trauma distills down to powerlessness,

which means that the opposite
of trauma isn't help.

The opposite of trauma is power.

[Palmer] And that's how
they approach repair.

The circle brainstorms together

a list of actions
that would help make things right

and form a binding agreement
that's visible to the courts.

I was told to write a letter to my son,

explaining what happened

and a life lesson that I wanted
to teach him from that situation.

[Palmer] Donnell and Brandon
also went back to the scene together.

[Penny] We went back to that bus stop,

very early in the morning,
when nobody was out there.

[Palmer] With flowers and a teddy bear.

[Brandon] And also some balloons
that we released into the air.

[Palmer] Like a memorial.

[Penny] When you see a memorial
in your neighborhood, you're saying,

"This person moved on to a better place,
but this negative thing happened."

[Palmer] Governments have embraced
restorative justice models, too.

South Africa's
Truth and Reconciliation Commission,

or TRC, is the most famous example.

Chaired by Archbishop Desmond Tutu,

it was an effort to heal after apartheid

by gathering testimony from victims
about the crimes that had taken place

and granting amnesty to perpetrators,
who came forward and told the whole truth.

Approximately 40%
of South Africans watched

as the first victims testified,

including a woman named Nomonde.

I knew for a very long time

that my husband has been killed
by the State Security police.

That I really wanted to say in public.

[Palmer] In 1985,
Nomonde's husband, Fort Calata,

along with three other
anti-apartheid activists,

had been beaten, stabbed,

and left in a burnt-out car.

No one was ever held accountable.

[wailing in despair]

Archbishop Desmond Tutu called her cry
"the defining sound of the TRC."

[Nomonde] I just couldn't take it.

I never had

enough time with my husband

in our marriage.

It was too quick and too short.

Every day, it feels
as if it just happened yesterday.

She represented each and every other woman

who never had a cathartic moment.

[Palmer] A few months later,
the TRC contacted Nomonde.

Someone had come forward.

[Nomonde] With the name of Eric Taylor.

He's fully taking responsibility

of killing Fort Calata.

[Palmer] Nomonde watched
as Eric Taylor gave his testimony.

[translator] I hit Mr. Calata from behind
with this heavy iron object,

and I set both these bodies alight.

[Palmer] He'd been ordered 
to commit the murders,

but refused to say by whom.

[Nomonde] He asked me, will I forgive him?

I do have a place in my heart
for forgiveness,

but how can I forgive you,

who is still lying?

[Palmer] The TRC denied
Eric Taylor's amnesty application,

but he was never actually prosecuted.

[Nomonde] Until the day
when you come up and tell the truth

in front of everyone,

and you get your punishment
for killing my husband,

then I will rethink of forgiveness
after that.

I will not go so far as to say that

every type of person
requires forgiveness to be able to heal.

Some people might heal more
from being vengeful,

some people might heal more
from just avoiding it and pushing it away,

as far away from their memory
and their daily life as they possibly can.

[Dorothy] The essence of truth
will be our healing.

Whoever is running around,

depriving us of that truth

is perpetuating the trauma in our lives.

[Sered] Part of what helps us
come through trauma

is the formation of a coherent narrative.

Like a story about what happened

that describes a world
that we can live in.

[Brandon] When we begin
to talk about the story,

I explained that to Don

and then they explained to me
from their perspective.

That's when I knew it was genuine.

It's not always a universal narrative.

It sometimes still has gaps in it,

it still has tensions in it,

but it's true enough
that it can bear your weight.

[Palmer] As societies,

the stories we tell ourselves
about who's been wronged

and what needs righting,
they shift all the time.

In just the last few years,

the sexual harassment of women
became widely recognized

as a pervasive and serious problem.

And the killing of George Floyd by police
in the summer of 2020,

and the worldwide protests
and conversations it sparked,

convinced millions more Americans

that racial discrimination
was a big problem in their country.

People might call this the age of apology,

but in 2020, there were roughly
the same number of apologies

reported in The New York Times as in 2010.

The real change
was what people were apologizing for,

including things that not so long ago
they didn't see as wrong.

I didn't consider it
a racist action at the time,

but now we know better,

and this was something
that was unacceptable and, yes, racist.

I look back today at some of the ways
I've talked casually

about people, and gender identity,
and sexual orientation,

and I wonder who that even was.

I now see that we could
and should have acted sooner

and acted faster to cut the stops.

I'm sorry that we didn't.

The hope is overall
that when you're dealing

with a real deep-rooted,
crisis-type situation

where people were really hurt
by something someone said or did,

that there's a way
to be able to find your way back

where you can have your client
or even yourself learn about things.

[Palmer] Public apologies
might be a performance,

but they're also a measure of our values

and can actually help those values spread.

Seventeen years after Justin Timberlake
and Janet Jackson apologized to America,

Justin Timberlake apologized
to Janet Jackson

for benefiting from a system
that condones misogyny and racism.

Apologies can take time.

There's a good chance you owe one
that you aren't ready to give,

because they're more
than just boxes you can check.

I would like to encourage people
to consider it an action

that allows you to take control
of your fate in your own way.

It's a pretty courageous thing to do.

What made me feel apologetic
was the connection

and knowing
he was a human being who loved,

who dreamed,
and wanted great things just like I did.

Relate enough to be, like, I'm sorry.

I'm sorry for what I've caused,
for what I've done.

I'm sorry for the ripple effects
it has caused to your family.

I accepted it immediately
'cause I wanted this.

I, I was ready and willing.

I look at that day as a gift and a curse,

because I could have had
that encounter with someone else,

and it wouldn't have played out like this.
And it helped me mature a whole lot.

And that's my brother now.

That situation brought
two strangers together.

It's freaking dope.

[closing theme music playing]