The Emotionally Intelligent Way to Apologize

Mother and daughter in an emotionally tense moment.
Photo: Ghislain & Marie David de Lossy/Getty Images

For a lesson in how to come out of a massive, extremely public failure looking pretty great, look no further than Zoom, which experienced an enormous outage this week just as millions of children signed on for their first day of (virtual) school.

Within a few hours, the company managed to turn a disaster into a teachable moment when Velchamy Sankarlingam, Zoom’s president of product and…