[bborud]

Communication is tricky because it isn’t just about the words, but how they land. On the surface it may not seem like belittling someone’s pain. In reality this is exactly what it feels like for those on the receiving end. It also doesn’t help that it was delivered with a threat of expulsion. It communicates:

- we don’t care about your pain - those in charge find it below their dignity to explain the decision to you - we don’t feel we owe you an explanation, but we’ll take your license fees - we care more about how you say things than what you say - you are helpless and we can take away your voice (here) if we want to

Now, the problem isn’t just that some people are not native English speakers — quite a few in our industry come across as not being able to “speak human”. Which makes us prone to put more emphasis on words than how different people in different states of mind read those words.

[spaqin]

> Communication is tricky because it isn’t just about the words, but how they land

Please mind that English is not my native language, but as I aged, I found that to be true less and less. Exact word choice does not matter as long as the intent is conveyed properly. With some leeway, maybe benefit of the doubt. And misunderstandings can be cleared up.

In this case, customers are unhappy with the decision. No amount of weaseling around with any kind of word combination is not changing the decision. Whatever tone he might have used here would not help anyone or clear up anything. There is no further misunderstanding.