This paper reports the results of an experiment that examined the influence of increasing levels of nonfluency in apologies on audience perceptions. The influence of self-perceived communicator competence (SPCC) on perceptions of apologies was also examined. Favorable ratings of apologies decreased as nonfluency increased from low to moderate levels, but then increased as nonfluency increased from moderate to high levels. For high nonfluency apologies, individuals with higher SPCC rated the apology more favorably than did individuals with lower SPCC. Limitations and directions for future research are discussed.
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Chiles, Benjamin W. and Buslig, Aileen L.S.
""I'm, uhh, Sorry": The Influence of Fluency and Communication Competence on Perceptions of Apologies,"
Communication and Theater Association of Minnesota Journal: Vol. 39
, Article 5.
Available at: http://cornerstone.lib.mnsu.edu/ctamj/vol39/iss1/5