"We need people to be accountable. 'I'm sorry I did this. I didn't know better then; I do know better now. And, I will be better,'" Jill Arnott said, offering up her own script.

But also, “Now hear this.” When Wynne looks you in the eye and says, “I’m sorry you don’t like me” she is demonstrating she knows what Ontarians are feeling about her. It’s disarming.

For example, we might say to a volatile spouse, “I’m so sorry, but they didn’t have your favorite cereal at the store,” as if the store inventory were within our control.