Apology as Public Mediation: An Analysis of Three Crisis Cases in Kazakhstan

Abstract

The article examines official apologies issued by representatives of state institutions (in the context of the political and social crisis in Kazakhstan) as a public act of mediation. Establishing direct and effective communication with the public is the primary tool of public mediation for authorities, aimed at reducing social tension and increasing confidence, particularly trust in the institution of power. The aim of the study is to identify and describe the linguistic criteria for the effectiveness of official apologies by institutions of power. The theoretical basis for the research is grounded in speech act theory and the concept of mediated communication. Particular attention is paid to analysing the lexical-semantic, pragmatic, and discursive characteristics of formal apologies. The texts of public speeches and official statements by representatives of state institutions were used as empirical material during various crisis situations. A comparative analysis allows us to identify the main linguistic criteria for effective aspects of apologies, such as open acceptance of responsibility, sincerity and empathy, promises of compensation, and orientation towards collective values and social cooperation. The research findings show that, as part of public mediation, a formal apology not only serves as a communication that reinforces the legitimacy of authority and fosters open dialogue with citizens, but also fulfils a socio-political function. The conclusions drawn will serve as a basis for further study of discourse in crisis situations and the development of practical recommendations for the effective use of apologies in institutional communications.