Patricia McCotter, RN, JD, CPHRM, CPC; Ron Hofeldt, MD -- A multimedia experiential approach demonstrates the AdVerse Event Response Team (AVERT) training program for physicians and other providers. Understand the value of an apology, when an apology is necessary, types of apologies, and elements of an effective apology. Appreciate and understand listening skills and verbal and nonverbal communication that support effective apology.