Reader 23
The Careful Feedback
Nina wrote a short message to tell a customer that an order would arrive later than expected. Before sending it, she asked her coworker Tomas to read the draft.
Tomas read the message carefully. “The information is clear,” he said, “but the tone may come across as a little cold.”
Nina’s expression changed. “So, you think the whole message is bad?”
Tomas shook his head. “No, please don’t take it the wrong way. The message explains the delay clearly. I think it just needs a warmer opening.”
Their manager, Dana, heard the conversation and looked at the draft. “Tomas is pointing out one part of the message,” she explained. “He isn’t rejecting everything you wrote.”
Nina read the opening again. It began with the sentence, “Your order will be delayed.”
“I see what you mean,” she said. “I can soften that.”
She changed the opening to, “Thank you for your patience. We’re sorry that your order will arrive later than expected.” Then she read the complete message aloud.
“That sounds warmer,” Tomas said. “The rest of the message is strong and gives the customer all the necessary information.”
Nina smiled. “Thank you for explaining what you meant. I thought I needed to rewrite everything.”
After Dana approved the revised message, Nina sent it to the customer.
VOCABULARY
Write the words or expressions from the story that are new to you or that you want to review.
DISCUSSION QUESTIONS
Share your thoughts. Use details from the story to support your answers.
How does Nina’s first reaction differ from what Tomas actually says about her draft? What does this reveal about how she initially interprets his feedback?
Compare the original opening with the revised version. How does the change affect the way the customer might receive the same information?
How do Tomas’s explanation and Dana’s response help Nina reconsider her draft? Explain why Nina’s final comment shows that the misunderstanding has been resolved.
LISTEN
Listen to the recording and respond in complete sentences.
What did the speaker say?
Do you agree or disagree with the speaker? Why?
