Questions

 Ask for time: Unless the negative feedback matters something that is right-on-the-spot fixable, it’s correct to ask for time to consider what your customer has told you. This provides several advantages. It defuses the immediate situation. It tells the other person that you deal with their feedback important sufficient that you want to keep in mind it cautiously and calmly. And it allows you to assume through the accuracy of what you’ve been informed, perhaps checking out its validity with others.

The required five letters word is SHORT, and when you add the two letters 'ER' it becomes SHORTER.

It refers to the failed attack on Castro's Cuba launched by a group of exiles in April 1961