I would suggest you step away from any scripts and turn on the company ears. Simply explaining what is going on more “clear” and repeating it more often probably won’t get you anywhere good.
Why does this make your users uncomfortable? How can you work with them to achieve your product goals without undermining your relationship with them?
Good luck!
I've learned this lesson personally. Trying to be "clear" about my own perspective while ignoring what the other person feels.
"You don't like what you see? Impossible, you just can't see it. Let me make you see!"
Me: Thing You: I hate that thing Me: You don’t understand Thing. Here’s Thing explained. You: I understand Thing, I still hate it. Me: You don’t understand Thing. When you understand it, you’ll like it. (Repeat)
Sometimes this is stupidity thinking that understanding is missing, but I think it’s usually shady just so they have something to say to counter the objection that is visible to people outside the conversation, who are interested, and at least see some form of technical interaction.
The technique seems super common now, and I’ve been expecting to run into it in some communications training, but haven’t yet.
I feel like there’s some crisis PR tactics this fits into that involves “Never disagree, redirect and ignore.” It diffuses criticism and makes it hard to argue.
It seems related to when I see a complaint on a review site that’s been responded to with “I’m the manager, please call me.” It doesn’t resolve the issue, but it shows that someone is doing something, so it diffuses pile on because it stops complaints of ignoring customers.