Anything -

"I’m sorry if you felt bad about what I said." (This blames their reaction).

"I’m sorry I was late. I didn't manage my time well and I know you've been waiting." 3. Acknowledge the Impact Anything

Start by stating exactly what you did without using the word "if." "I’m sorry if you felt bad about what I said

Show them you actually understand why they are upset. This is the "empathy" phase. but traffic was terrible."

The moment you say "but," the apology dies. A "but" is a justification in disguise. "I’m sorry I was late, but traffic was terrible."