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＜Upper-Intermediate＞ Lesson No.2
International Wire Transfer System Issue Response and Customer Communication / 国際送金システムの障害対応と顧客説明
０．Greetings & Ice-break (2min.)｜挨拶と導入
0-1 Greetings
Let’s practice a short small talk that you can use to greet a business partner and start building a good relationship.
講師との挨拶を兼ねて、ビジネスパートナーと信頼関係を築くための短いスモールトークを練習してみましょう。
[Tips / 会話のヒント]
・Can you hear me clearly?
私の声はクリアに聞こえますか？
・How's your day going so far?
今日はどんな一日でしたか？
・Talk about one small topic (Work, Weather, News, Hometown, Sports event, etc.)
軽い話題について話しましょう（仕事、天気、ニュース、地元、スポーツイベントなど）
0-2 Introduction
In today’s lesson, we’ll learn about the following situation. Have you ever experienced something similar?
本日のレッスンでは以下のようなシチュエーションについて学びます。同様のシチュエーションを経験したことがありますか？
- If you have experience, please tell us what it was like, what was difficult, or what you learned.
経験があれば、どんな内容だったか、難しかったことや学んだことなどを教えて下さい。
- If you don’t have experience, try to imagine yourself handling that situation in English.
What do you think would be challenging?
経験がなければ、英語でその状況に対応しているところを想像してみましょう。どんなことが難しそうですか？
Situation / シチュエーション
System failures have delayed international remittances, requiring immediate English explanations to foreign customers about causes, recovery plans, and compensation measures.
海外送金システム障害により外国人顧客への英語での迅速な状況説明と信頼関係維持のための適切な対応が求められる場面です。
1. Read (2 min)｜型を学ぶ
Let's read the following key sentences aloud!
下記の文章や単語を順番に音読しましょう！
1-1 Basic phrases
１．We detected a system failure in...（...にシステム障害を検出した）
２．Let me elaborate on...（...について詳しく説明させてください）
３．We have already eliminated...（すでに...を除去した）
４．We can expedite the transfer through...（...を通じて送金を迅速化できる）
５．We are prepared to compensate you for...（...を補償する用意がある）
６．We have already implemented measures to...（...するための対策をすでに実施した）
７．I will submit a detailed report covering...（...を網羅した詳細なレポートを提出する）
1-2 Essential words
１．detect（検出する）
２．defect（欠陥）
３．elaborate（詳しく説明する）
４．eliminate（除去する）
５．expedite（迅速化する）
６．compensate（補償する）
７．enhance（強化する）
８．modify（変更する）
９．assign（配置する）
１０．submit（提出する）
2. Try (3 min)｜ロールプレイ練習
Let’s practice the role-play.
ロールプレイの練習をしましょう！
Situation / シチュエーション（Reference again）
System failures have delayed international remittances, requiring immediate English explanations to foreign customers about causes, recovery plans, and compensation measures.
海外送金システム障害により外国人顧客への英語での迅速な状況説明と信頼関係維持のための適切な対応が求められる場面です。
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
Good morning. I'm calling about the payment we were expecting yesterday. Our invoice shows it should have arrived, but we haven't received it yet. Can you explain what happened?
（おはようございます。昨日入金予定だった支払いについてお電話しています。請求書では到着しているはずですが、まだ受け取っていません。何が起こったのか説明していただけますか？）
🧑🎓【Student / Relationship Manager】:
I sincerely apologize for this situation. We detected a system failure in our international transfer platform early yesterday morning. This defect affected multiple overseas transactions, including your payment.
（この状況について心よりお詫び申し上げます。昨日の早朝、国際送金プラットフォームにシステム障害を検出しました。この欠陥により、お客様へのお支払いを含む複数の海外取引に影響が出ました。）
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
This is very concerning. We have our own obligations to meet. When exactly will the payment be processed? And what caused this failure?
（これは非常に心配です。私たちにも果たすべき義務があります。正確にいつ支払いが処理されるのでしょうか？そして何がこの障害を引き起こしたのですか？）
🧑🎓【Student / Relationship Manager】:
Let me elaborate on the situation. First, our technical team identified the cause as a software update conflict that disrupted the transaction routing. Second, we have already eliminated the defect and restored full functionality as of 6 AM today. Third, your payment will be processed within the next 3 hours and should reach your account by end of business today.
（状況について詳しく説明させてください。第一に、技術チームが原因を取引ルーティングを妨げたソフトウェア更新の競合と特定しました。第二に、すでに欠陥を除去し、本日午前6時の時点で完全な機能を復旧しました。第三に、お客様への支払いは今後3時間以内に処理され、本日の営業終了までにお客様の口座に到着する予定です。）
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
I appreciate the explanation, but this delay has already caused us problems. What if we need the funds urgently before your timeline? Are there any alternative options?
（説明には感謝しますが、この遅延はすでに私たちに問題を引き起こしています。もし御社のスケジュールより前に緊急に資金が必要な場合はどうなりますか？代替手段はありますか？）
🧑🎓【Student / Relationship Manager】:
I completely understand your concern. We can expedite the transfer through our priority processing channel at no additional cost to you. This would reduce the timeline to within 1 hour. Additionally, we are prepared to compensate you for any bank charges or interest costs you incurred due to this delay.
（ご懸念は完全に理解しております。追加費用なしで優先処理チャネルを通じて送金を迅速化できます。これによりスケジュールは1時間以内に短縮されます。さらに、この遅延によりお客様が負担された銀行手数料や利息費用を補償する用意がございます。）
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
That sounds more reasonable. But how can we be sure this won't happen again? We need reliability for our ongoing business relationship.
（それはより妥当に聞こえます。しかし、これが再び起こらないとどうやって確信できますか？継続的なビジネス関係には信頼性が必要です。）
🧑🎓【Student / Relationship Manager】:
You're absolutely right to be cautious about this. We have already implemented 3 measures to prevent recurrence. We enhanced our system monitoring to detect conflicts before they affect transactions. We modified our update procedures to include mandatory testing in an isolated environment. We also assigned a dedicated technical team to monitor international transfers 24 hours a day. These measures will ensure the stability of all future transactions.
（それについて慎重になられるのは全く正しいことです。再発防止のため、すでに3つの対策を実施しました。取引に影響が出る前に競合を検出するためシステム監視を強化しました。隔離された環境での必須テストを含むよう更新手順を変更しました。また、国際送金を24時間監視する専任の技術チームを配置しました。これらの対策により、今後のすべての取引の安定性を確保いたします。）
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
I see you've taken this seriously. Please proceed with the priority processing immediately. And send me written confirmation of the compensation policy and prevention measures by email today.
（真剣に対応されていることがわかりました。すぐに優先処理を進めてください。そして補償方針と防止策の書面による確認を本日中にメールで送ってください。）
🧑🎓【Student / Relationship Manager】:
Absolutely. I will initiate the priority transfer right now and you will receive email confirmation within 15 minutes. I will also submit a detailed report covering the compensation terms and all prevention measures by 2 PM today. Thank you for your patience and understanding during this situation.
（承知いたしました。今すぐ優先送金を開始し、15分以内にメールで確認をお送りします。また、補償条件とすべての防止策を網羅した詳細なレポートを本日午後2時までに提出いたします。この状況においてご辛抱とご理解をいただきありがとうございます。）
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
Thank you for the prompt response and clear action plan. I'll be monitoring my account and waiting for your email. Let's make sure this doesn't affect our long-term partnership.
（迅速な対応と明確な行動計画をありがとうございます。口座を監視し、メールをお待ちしています。これが長期的なパートナーシップに影響しないようにしましょう。）
3. Use (4 min)｜ロールプレイ & 実践（空欄補完）
Let's perform the role-play and fill in the blanks by translating the Japanese into English!
空欄の日本語を英語に訳しながら、ロールプレイを実践してみましょう！
Situation / シチュエーション（Reference again）
System failures have delayed international remittances, requiring immediate English explanations to foreign customers about causes, recovery plans, and compensation measures.
海外送金システム障害により外国人顧客への英語での迅速な状況説明と信頼関係維持のための適切な対応が求められる場面です。
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
Good morning. I'm calling about the payment we were expecting yesterday. Our invoice shows it should have arrived, but we haven't received it yet. Can you explain what happened?
🧑🎓【Student / Relationship Manager】:
I sincerely apologize for this situation. We ［検出した］ a system failure in our international transfer platform early yesterday morning. This ［欠陥］ affected multiple overseas transactions, including your payment.
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
This is very concerning. We have our own obligations to meet. When exactly will the payment be processed? And what caused this failure?
🧑🎓【Student / Relationship Manager】:
Let me ［詳しく説明する］ the situation. First, our technical team identified the cause as a software update conflict that disrupted the transaction routing. Second, we have already ［除去した］ the ［欠陥］ and restored full functionality as of 6 AM today. Third, your payment will be processed within the next 3 hours and should reach your account by end of business today.
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
I appreciate the explanation, but this delay has already caused us problems. What if we need the funds urgently before your timeline? Are there any alternative options?
🧑🎓【Student / Relationship Manager】:
I completely understand your concern. We can ［迅速化できる］ the transfer through our priority processing channel at no additional cost to you. This would reduce the timeline to within 1 hour. Additionally, we are prepared to ［補償する］ you for any bank charges or interest costs you incurred due to this delay.
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
That sounds more reasonable. But how can we be sure this won't happen again? We need reliability for our ongoing business relationship.
🧑🎓【Student / Relationship Manager】:
You're absolutely right to be cautious about this. We have already implemented 3 measures to prevent recurrence. We ［強化した］ our system monitoring to ［検出する］ conflicts before they affect transactions. We ［変更した］ our update procedures to include mandatory testing in an isolated environment. We also ［配置した］ a dedicated technical team to monitor international transfers 24 hours a day. These measures will ensure the stability of all future transactions.
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
I see you've taken this seriously. Please proceed with the priority processing immediately. And send me written confirmation of the compensation policy and prevention measures by email today.
🧑🎓【Student / Relationship Manager】:
Absolutely. I will initiate the priority transfer right now and you will receive email confirmation within 15 minutes. I will also ［提出する］ a detailed report covering the compensation terms and all prevention measures by 2 PM today. Thank you for your patience and understanding during this situation.
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
Thank you for the prompt response and clear action plan. I'll be monitoring my account and waiting for your email. Let's make sure this doesn't affect our long-term partnership.
4. Challenge (7 min)｜応用実践
Let's perform the role-play and fill in the blanks by translating the Japanese into English!
空欄の日本語を英語に訳しながら、ロールプレイを実践してみましょう！
*Let's practice this part repeatedly until we can speak it smoothly.
このパートはスムーズにスピーキングできるようになるまで繰り返し練習しましょう。
Situation / シチュエーション（Reference again）
System failures have delayed international remittances, requiring immediate English explanations to foreign customers about causes, recovery plans, and compensation measures.
海外送金システム障害により外国人顧客への英語での迅速な状況説明と信頼関係維持のための適切な対応が求められる場面です。
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
Good morning. I'm calling about the payment we were expecting yesterday. Our invoice shows it should have arrived, but we haven't received it yet. Can you explain what happened?
🧑🎓【Student / Relationship Manager】:
I sincerely apologize for this situation. ［昨日の早朝、国際送金プラットフォームにシステム障害を検出しました。］ This defect affected multiple overseas transactions, including your payment.
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
This is very concerning. We have our own obligations to meet. When exactly will the payment be processed? And what caused this failure?
🧑🎓【Student / Relationship Manager】:
［状況について詳しく説明させてください。］ First, our technical team identified the cause as a software update conflict that disrupted the transaction routing. Second, ［すでに欠陥を除去し、本日午前6時の時点で完全な機能を復旧しました。］ Third, your payment will be processed within the next 3 hours and should reach your account by end of business today.
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
I appreciate the explanation, but this delay has already caused us problems. What if we need the funds urgently before your timeline? Are there any alternative options?
🧑🎓【Student / Relationship Manager】:
I completely understand your concern. ［追加費用なしで優先処理チャネルを通じて送金を迅速化できます。］ This would reduce the timeline to within 1 hour. Additionally, we are prepared to compensate you for any bank charges or interest costs you incurred due to this delay.
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
That sounds more reasonable. But how can we be sure this won't happen again? We need reliability for our ongoing business relationship.
🧑🎓【Student / Relationship Manager】:
You're absolutely right to be cautious about this. We have already implemented 3 measures to prevent recurrence. We enhanced our system monitoring to detect conflicts before they affect transactions. We modified our update procedures to include mandatory testing in an isolated environment. We also assigned a dedicated technical team to monitor international transfers 24 hours a day. These measures will ensure the stability of all future transactions.
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
I see you've taken this seriously. Please proceed with the priority processing immediately. And send me written confirmation of the compensation policy and prevention measures by email today.
🧑🎓【Student / Relationship Manager】:
Absolutely. I will initiate the priority transfer right now and you will receive email confirmation within 15 minutes. ［また、補償条件とすべての防止策を網羅した詳細なレポートを本日午後2時までに提出いたします。］ Thank you for your patience and understanding during this situation.
👨💼【Teacher / Corporate Client (Overseas Trading Partner)】:
Thank you for the prompt response and clear action plan. I'll be monitoring my account and waiting for your email. Let's make sure this doesn't affect our long-term partnership.
\ If you have some extra capacity, give it a try（余力があればやってみましょう）/
5. Real-world application (5 min)｜実務応用
Let's speak freely with the phrases and flow we learned today. If you can, imagine your real job—it makes practice more effective.
本日学習した単語やフレーズ、会話の流れを思い出しながら、自由に話してみましょう。可能であれば、自身の実務を想像しながら話すと効果的です。
Situation / シチュエーション
A system failure has delayed international payment transactions to an important overseas client.
The client is concerned about the delay and needs clear explanation and immediate solutions.
システム障害により重要な海外顧客への国際送金取引が遅延しています。
顧客は遅延を懸念しており、明確な説明と即座の解決策を必要としています。
👨💼【Teacher / Corporate Client】:
I'm very concerned about the delayed payment. Can you explain what happened and when we can expect to receive the funds?
（支払いの遅延について非常に心配しています。何が起こったのか、そしていつ資金を受け取れるのか説明していただけますか？）
🧑🎓【Student / Your Role】:
(Free Speaking based on today's lesson)
Hints / ヒント
１． Explain the cause of the system failure
２． Describe the recovery timeline and current status
３． Offer expedited processing options
４． Present compensation and prevention measures
※This is not a role-play. Please speak until you finish your thoughts.
このパートはロールプレイ形式ではありません。最後まで通して話してみましょう。
6. Wrap-up (2 min) ｜レッスンの振り返り
Let's review today's lesson with your teacher!
今日のレッスンについて講師と振り返ってみましょう！
6-1 Comments from student
・Good points / 良かったところ・上手くできたところ
・Things to work on / 今後強化したいところ
6-2 Feedback from teacher
・Good points / 良かった点
・Things to work on / 今後の強化ポイント
・What to review / 復習ポイント
*6-3 Questions from student (if any)
Japanese translation（日本語訳）
1. Read (2min)（型を学ぶ）｜基本フレーズ
2. Try (4min)（ロールプレイ練習）｜型を使った練習
Let’s practice the role-play.
ロールプレイの練習をしましょう！
3. Use (7min)｜応用
Let’s perform the role-play and filling in the missing English!
英語を補完しながら、ロールプレイを実践してみましょう！
4. Challenge (7min)｜実践
Let’s perform the role-play and filling in the missing English!
英語を補完しながら、ロールプレイを実践してみましょう！
5. Wrap-up (3min) – レッスンの振り返り
"Let’s review today’s lesson with your teacher!”
「今日のレッスンについて講師と振り返ってみましょう！」
5-1. Comments from Student
- Good points / 良かったところ・上手くできたところ
- Things to work on / 今後強化したいところ
5-2. Feedback from Teacher
- Good points / 良かった点
- Things to work on / 今後の強化ポイント
- What to review / 復習ポイント
5-3. Question from Students (If any)
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