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.
SPEAK
Answer in complete sentences.
Why did Nina ask Tomas to read her message?
What concern did Tomas have about the opening?
How did Nina misunderstand his feedback at first?
What change did Nina make to the message?
How did Tomas and Dana help Nina understand the feedback?
WRITE
Write 3 full sentences to explain:
How did Nina use Tomas’s feedback to improve her customer message?
LISTEN
Listen to the recording and respond in complete sentences.
What did the speaker say?
Do you agree or disagree with the speaker? Why?
