sincerity is usually the recipient's view of the offender's emotional state, plus a credible commitment to not cause the same problem in the future. Effective apologies clearly express remorse and may name efforts of restitution that the offender commits to undertake. Apologies are more effective when they cost the offender something, whether that cost is financial, social status, or a commitment to do better in the future. Some Western scholars believe that integrative communication is key for forgiveness. The integrative communication approach avoids conflict by having those involved reveal their emotions in a calm manner. Depending on the communication in the relationship, people will either avoid the other person, seek revenge, or forgive. Satisfying conversations are associated with delayed apologies and attributions of understanding. Communicating a sincere apology and displaying regret captures a genuine and positive response while acknowledging the recipient's feelings. When a group is at fault, such as a business, the effects of an apology might depend upon the person who makes the apology. For example, people will be more empathetic if an employee apologizes for a business error, but they may feel a better sense of justice if the head of the company makes the apology and offers compensation. Organizational and group apologies In a communication crisis, there is an extensive process for apologizing. The rhetorical concept of kategória involves a community accusing an individual or organization of misconduct that leads to a social legitimation crisis. Trust is broken with wrongful actions and people expect to receive apologies in order to give forgiveness to re-establish the socio-cultural order. An apology during a crisis response must follow ethical standards in context, sincerity, and truthfulness in a timely and voluntary manner. The content for the communication includes an offer to correct the offense, a request for forgiveness, an expression of regret and admission of full responsibility, as well as true account of the problem. Whether to apologize For political and business leaders, public apologies involve some risks. An apology that is "too little, too late, or too transparently tactical" can backfire and result in more damage. A public leader may refuse to apologize to avoid being seen as incompetent. Some US states have adopted laws that allow healthcare providers to apologize for bad outcomes without the apology being considered evidence of wrongdoing for malpractice claims. These laws are associated with claims being settled more quickly and at a lower