Dogma is right, this is a communication skills issue and if it were a doctor we would criticize his "Bedside Manner". Doctors have to explain the issues and put the patient at ease, I guess for you guys it is the same.
Is "how to talk to passengers" specifically called out as a component of pilot training, and could anyone actually fail to qualify on the basis of being a dissaster at it? Based on this thread I guess the answer to the last part is "No"
