The difference between urging and suggesting and mandating a passenger to remove shoes has been difficult with our work force," Fleming said, "and we'll continue to work on that."

We have three words, "urging", "suggesting" and "mandating" that seem to cause the problem with the TSA workforce. Surely the TSA workforce can understand the difference between these three simple words and what each one of the means. I guess if we give these TSA workforce English language lessons now the problem would be solved.