Travel & Culture - Giving Feedback Politely (Upper-Intermediate)

Activity 1: Let's Get Started! 🤔 (Warm-up Discussion)

Let's discuss the art of providing feedback effectively and respectfully while traveling.

Why is it often difficult to give negative feedback, especially in a different cultural context? What are the potential risks if feedback is delivered poorly?
What is the difference between complaining and giving constructive feedback? How does this difference impact the likely outcome?
Describe a time you provided feedback about a service while traveling (e.g., at a hotel, restaurant, or on a tour). How did you approach it, and what was the result? What did you learn?

Activity 2: New Words & Phrases 🗣️ (Vocabulary Expansion)

Enhance your vocabulary for giving polite and effective feedback at an upper-intermediate level.

1. Constructive criticism (noun phrase): The process of offering valid and well-reasoned opinions about the work of others, usually involving both positive and negative comments, in a friendly manner rather than an oppositional one.

Example: "Instead of just complaining, she offered Constructive criticism that helped the hotel improve its service."

2. Tactful (adjective): Having or showing skill and sensitivity in dealing with others or with difficult issues; diplomatic.

Example: "His Tactful approach to pointing out the error prevented any embarrassment."

3. Specific (adjective): Clearly defined or identified; precise and particular.

Example: "Giving Specific examples is more helpful than making vague complaints."

4. Actionable (adjective): Able to be done or acted on; having practical value.

Example: "Suggesting a simple solution made her feedback Actionable for the staff."

5. Raise an issue (verb phrase): To bring a problem or concern to someone's attention for discussion or resolution.

Example: "He decided to Raise an issue with the manager privately rather than making a public scene."

6. Room for improvement (idiom): The possibility or need for something to get better.

Example: "While the tour was good overall, there was some Room for improvement in the time management."

Activity 3: Reading - A Constructive Conversation 📖

Read this account of a hotel guest providing feedback in a helpful manner.

During a week-long stay at a resort, Sarah noticed that the poolside service was consistently slow. While she was enjoying her vacation overall, this one aspect was a persistent annoyance. Instead of writing an angry review online, she decided to Raise an issue directly with the hotel management in a helpful way. She scheduled a brief meeting with the guest relations manager. She began by praising the beautiful facilities and the friendly staff, establishing a positive tone. Then, she politely offered what she hoped would be taken as Constructive criticism regarding the poolside service.

She was very Specific, saying, "On several occasions, like yesterday around 2 PM, it took over 30 minutes to get a server's attention to order a drink." By providing a concrete example, her feedback became more credible. She also offered an Actionable suggestion: "Perhaps having one staff member specifically assigned to walk through the pool area every 10 minutes could help." The manager was very receptive to her Tactful approach, thanking her for bringing the matter to their attention. He acknowledged there was clearly Room for improvement and assured her he would address it with his team. Sarah left the meeting feeling heard and respected, having contributed positively to the hotel's service without any negativity.

Questions about the Story:

Answer these questions:

What was the first thing Sarah did in her conversation with the manager to set a positive tone?
How did Sarah ensure her feedback was Specific rather than a vague complaint?
What does it mean that Sarah's suggestion was "Actionable"?
How did Sarah's Tactful approach affect the manager's reaction?
What did the manager acknowledge after hearing Sarah's feedback? (Hint: an idiom)

Activity 4: Role Play - Feedback on a Tour Experience 🎭

Let's pretend! One person is Mr. Liam Chen (Tourist), and the other is Ms. Sofia Rossi (Tour Company Manager).

Mr. Liam Chen: Good afternoon, Ms. Rossi. I took your city historical tour this morning, and I wanted to offer some feedback if you have a moment.

Ms. Sofia Rossi: Of course, Mr. Chen. We always welcome feedback. I hope you enjoyed the tour.

Mr. Liam Chen: For the most part, yes. The guide was incredibly knowledgeable. However, I felt there was some Room for improvement in the organization.

Ms. Sofia Rossi: I see. Could you be more Specific? Constructive criticism helps us improve.

Mr. Liam Chen: Certainly. At the cathedral, we were given only 10 minutes, which felt very rushed. A more Actionable schedule might be allowing 25 minutes there and perhaps less time at the souvenir stop.

Ms. Sofia Rossi: That is a very Specific and helpful point. Thank you for being so clear. It's much more helpful than a general complaint.

Mr. Liam Chen: I'm glad. I wanted to Raise an issue in a Tactful way because the content of the tour itself was excellent.

Ms. Sofia Rossi: I appreciate your Tactful approach. This kind of feedback is invaluable. Was there anything else?

Mr. Liam Chen: Just that! The guide himself was fantastic. I just think the timing could be adjusted.

Ms. Sofia Rossi: Thank you again, Mr. Chen. I will review the tour schedule with our team based on your Actionable feedback.

Let's Talk About It:

After you read, talk about this:

How did Mr. Chen provide Constructive criticism instead of just complaining?
What made Mr. Chen's suggestion Actionable for the tour company?

Activity 5: Let's Practice - A Polite Complaint ✍️

Help Ben (Customer) complete his part of a conversation with a Restaurant Manager about a meal. Use words and phrases from Activity 2!

Manager: Sir, you wished to speak with me? Is everything alright?

Ben (Customer): Yes, thank you. I wanted to about my meal in a polite way. Overall, the service has been wonderful.

Manager: I'm sorry to hear there was a problem. Please, all feedback is welcome.

Ben (Customer): I want to offer some . The steak I ordered medium-rare was actually well-done. It's a detail, but it did affect my enjoyment of the dish.

Manager: I see. I sincerely apologize. Thank you for being so specific.

Ben (Customer): I wanted to be and not cause a scene. Perhaps just reminding the kitchen to double-check cooking preferences would be an step.

Manager: Absolutely. I appreciate your tactful approach. Please allow me to offer you a complimentary dessert as an apology.

Ben (Customer): That's very kind. I can see there isn't much otherwise, as everything else was perfect.

Show Answers! (Activity 5) ✨