At work, Nina gave Tomas a draft of a short customer message. Tomas read it and said, “The information is clear, but the tone may come across a little cold.” Nina’s face changed, and she said, “So you think it’s bad?” Tomas shook his head and said, “No, please don’t take it the wrong way. The message just needs a warmer opening.”

Their manager, Dana, looked at the draft and said, “Tomas is pointing out one part, not rejecting the whole thing.” Nina read the first sentence again and said, “I see what you mean. I can soften that.” Tomas smiled and said, “The rest is strong.” Nina nodded because she understood the message behind his words.

SPEAK

Think about the phrases. Answer in complete sentences.

1. Tomas said the tone might “come across a little cold.” What part of the message was he talking about?

2. Nina said, “So you think it’s bad?” What did she think Tomas meant?

3. Tomas said, “Don’t take it the wrong way.” What did he want Nina to understand?

4. Dana said Tomas was “pointing out one part.” What was he not doing?

5. Nina said, “I can soften that.” What did she plan to change?

6. Which phrase shows how something may sound to another person?

7. Which phrase shows misunderstanding a comment?

8. Did Tomas give harsh feedback or careful feedback? Use the reading to support your answer.

LISTEN

Listen to your teacher’s statement and question. Then answer in complete sentences.

Teacher recording:

“I think Nina first heard the feedback as criticism of the whole message. Tomas and Dana helped her see that the feedback was only about one part.”

1. What did the speaker say?

2. Do you agree or disagree with the speaker? Why?

WRITE

Write 5–7 sentences.

Choose two phrases from the reading. Explain how they show the difference between feedback and criticism.

NOTES

come across

• What it means:
  To seem or sound a certain way to another person.

• How we use it:
  We use this phrase for tone, words, behavior, messages, and attitude.

• Why we use it:
  It helps people talk about the message behind words.

• Example:
  The customer message came across a little cold.

take it the wrong way

• What it means:
  To misunderstand someone’s words in a negative way.

• How we use it:
  We use this phrase when we want to prevent hurt feelings or confusion.

• Why we use it:
  It softens feedback.

• Example:
  Tomas did not want Nina to take his feedback the wrong way.

point out

• What it means:
  To mention or show something specific.

• How we use it:
  We use this phrase when someone notices a detail and brings attention to it.

• Why we use it:
  It can make feedback feel more specific and less personal.

• Example:
  Tomas pointed out the tone in the first sentence.

soften

• What it means:
  To make words sound gentler, warmer, or less strong.

• How we use it:
  We use this word when changing tone in writing or speech.

• Why we use it:
  It helps people communicate more kindly or professionally.

• Example:
  Nina softened the opening sentence.