＜Upper-Intermediate＞ Lesson No.13
品質問題への対応 / Response to Quality Issues
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
Your client found a serious defect in your product. They demand immediate action, full investigation and preventive measures.
クライアントが製品の深刻な不具合を報告し、迅速な対応と原因調査、再発防止策を求めています。
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．I sincerely apologize for...（...について心よりお詫び申し上げます）
２．We acknowledge the severity and are committed to...（深刻さを認識し...することをお約束します）
３．Our initial assessment indicates...（初期評価では...が示されています）
４．We will carry out a full inspection of...（...の全数検査を実施します）
５．We will submit a detailed report with...（...を含む詳細報告書を提出します）
６．We understand your concern and will compensate...（ご懸念を理解し...を補償します）
７．The report will elaborate on...（報告書では...について詳述します）
1-2 Essential words
１．defect（不具合）
２．detect（検出する）
３．acknowledge（認識する）
４．assessment（評価）
５．carry out（実施する）
６．submit（提出する）
７．compensate（補償する）
８．assign（配置する）
９．eliminate（排除する）
１０．coordinate（連携する）
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）
Your client found a serious defect in your product. They demand immediate action, full investigation and preventive measures.
クライアントが製品の深刻な不具合を報告し、迅速な対応と原因調査、再発防止策を求めています。
👨💼【Teacher / Quality Manager】:
Thank you for coming on such short notice. We received a critical report from your team about a defect in the units we delivered last month. Can you describe the situation in detail?
（急なご連絡にもかかわらずお越しいただきありがとうございます。先月納入したユニットに不具合があるとの重大な報告を受けました。状況を詳しく説明していただけますか？）
🧑🎓【Student / Sales Representative】:
I sincerely apologize for this serious issue. The defect was detected in 15 units out of 200, causing production delays at your facility. We acknowledge the severity and are committed to resolving this immediately.
（この重大な問題について心よりお詫び申し上げます。200台中15台に不具合が検出され、貴社の施設で生産遅延が発生しています。深刻さを認識しており、直ちに解決することをお約束します。）
👨💼【Teacher / Quality Manager】:
Production delays are causing us significant losses. What is the root cause, and how will you prevent this from happening again?
（生産遅延により当社は大きな損失を被っています。根本原因は何ですか？そして再発防止策はどうされますか？）
🧑🎓【Student / Sales Representative】:
Our initial assessment indicates a manufacturing error in the assembly process. First, we will carry out a full inspection of all delivered units within 3 days. Second, we will replace the defective units within 1 week. Third, we will submit a detailed report with corrective actions within 10 days.
（初期評価では組立工程での製造ミスが原因と見られます。第一に、納入済み全ユニットの全数検査を3日以内に実施します。第二に、不良ユニットを1週間以内に交換します。第三に、是正措置を含む詳細報告書を10日以内に提出します。）
👨💼【Teacher / Quality Manager】:
That timeline is acceptable, but we need compensation for the production losses. What can you offer?
（そのスケジュールは了承できますが、生産損失への補償が必要です。何を提案できますか？）
🧑🎓【Student / Sales Representative】:
We understand your concern. We will compensate you 5000 USD for the immediate losses and reduce the price of your next order by 8 percent as a gesture of goodwill. Additionally, we will assign a dedicated engineer to monitor quality for the next 6 months.
（ご懸念を理解しております。直接的な損失に対して5000米ドルを補償し、誠意の証として次回注文価格を8パーセント値引きいたします。さらに、今後6か月間品質を監視する専任エンジニアを配置します。）
👨💼【Teacher / Quality Manager】:
We appreciate your swift response and the compensation plan. However, we expect the detailed report to include measures that will eliminate such defects completely. Can you commit to that?
（迅速な対応と補償案に感謝します。ただし、詳細報告書にはこのような不具合を完全に排除する対策を含めることを期待しています。それをお約束いただけますか？）
🧑🎓【Student / Sales Representative】:
Absolutely. The report will elaborate on process improvements, including enhanced quality checks at three stages of manufacturing and updated training for our assembly team. We are committed to preventing any recurrence.
（もちろんです。報告書では、製造の3段階での品質チェック強化と組立チームへの更新研修を含む工程改善について詳述します。再発防止に全力で取り組みます。）
👨💼【Teacher / Quality Manager】:
Good. I expect the inspection to start tomorrow and regular updates on progress. Please coordinate closely with our production team.
（よろしい。検査は明日から開始し、進捗状況を定期的に報告してください。当社の生産チームと密に連携してください。）
🧑🎓【Student / Sales Representative】:
Understood. I will coordinate with your team directly and provide daily updates via email. Thank you for your patience, and we will restore your trust through our actions.
（承知しました。貴社チームと直接連携し、毎日メールで進捗報告いたします。ご辛抱いただきありがとうございます。行動を通じて信頼を回復いたします。）
👨💼【Teacher / Quality Manager】:
I appreciate your commitment. Let's proceed with the plan, and I look forward to seeing the improvements in your quality system.
（あなたの約束に感謝します。計画を進めましょう。貴社の品質システムの改善を楽しみにしています。）
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）
Your client found a serious defect in your product. They demand immediate action, full investigation and preventive measures.
クライアントが製品の深刻な不具合を報告し、迅速な対応と原因調査、再発防止策を求めています。
👨💼【Teacher / Quality Manager】:
Thank you for coming on such short notice. We received a critical report from your team about a defect in the units we delivered last month. Can you describe the situation in detail?
🧑🎓【Student / Sales Representative】:
I sincerely apologize for this serious issue. The ［不具合］ was ［検出する］d in 15 units out of 200, causing production delays at your facility. We ［認識する］ the severity and are committed to resolving this immediately.
👨💼【Teacher / Quality Manager】:
Production delays are causing us significant losses. What is the root cause, and how will you prevent this from happening again?
🧑🎓【Student / Sales Representative】:
Our initial ［評価］ indicates a manufacturing error in the assembly process. First, we will ［実施する］ a full inspection of all delivered units within 3 days. Second, we will replace the defective units within 1 week. Third, we will ［提出する］ a detailed report with corrective actions within 10 days.
👨💼【Teacher / Quality Manager】:
That timeline is acceptable, but we need compensation for the production losses. What can you offer?
🧑🎓【Student / Sales Representative】:
We understand your concern. We will ［補償する］ you 5000 USD for the immediate losses and reduce the price of your next order by 8 percent as a gesture of goodwill. Additionally, we will ［配置する］ a dedicated engineer to monitor quality for the next 6 months.
👨💼【Teacher / Quality Manager】:
We appreciate your swift response and the compensation plan. However, we expect the detailed report to include measures that will eliminate such defects completely. Can you commit to that?
🧑🎓【Student / Sales Representative】:
Absolutely. The report will elaborate on process improvements, including enhanced quality checks at three stages of manufacturing and updated training for our assembly team. We are committed to preventing any recurrence.
👨💼【Teacher / Quality Manager】:
Good. I expect the inspection to start tomorrow and regular updates on progress. Please coordinate closely with our production team.
🧑🎓【Student / Sales Representative】:
Understood. I will ［連携する］ with your team directly and provide daily updates via email. Thank you for your patience, and we will restore your trust through our actions.
👨💼【Teacher / Quality Manager】:
I appreciate your commitment. Let's proceed with the plan, and I look forward to seeing the improvements in your quality system.
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）
Your client found a serious defect in your product. They demand immediate action, full investigation and preventive measures.
クライアントが製品の深刻な不具合を報告し、迅速な対応と原因調査、再発防止策を求めています。
👨💼【Teacher / Quality Manager】:
Thank you for coming on such short notice. We received a critical report from your team about a defect in the units we delivered last month. Can you describe the situation in detail?
🧑🎓【Student / Sales Representative】:
［この重大な問題について心よりお詫び申し上げます。］ The defect was detected in 15 units out of 200, causing production delays at your facility. ［深刻さを認識しており、直ちに解決することをお約束します。］
👨💼【Teacher / Quality Manager】:
Production delays are causing us significant losses. What is the root cause, and how will you prevent this from happening again?
🧑🎓【Student / Sales Representative】:
［初期評価では組立工程での製造ミスが原因と見られます。］ First, ［納入済み全ユニットの全数検査を3日以内に実施します。］ Second, we will replace the defective units within 1 week. Third, we will submit a detailed report with corrective actions within 10 days.
👨💼【Teacher / Quality Manager】:
That timeline is acceptable, but we need compensation for the production losses. What can you offer?
🧑🎓【Student / Sales Representative】:
We understand your concern. We will compensate you 5000 USD for the immediate losses and reduce the price of your next order by 8 percent as a gesture of goodwill. Additionally, we will assign a dedicated engineer to monitor quality for the next 6 months.
👨💼【Teacher / Quality Manager】:
We appreciate your swift response and the compensation plan. However, we expect the detailed report to include measures that will eliminate such defects completely. Can you commit to that?
🧑🎓【Student / Sales Representative】:
Absolutely. The report will elaborate on process improvements, including enhanced quality checks at three stages of manufacturing and updated training for our assembly team. We are committed to preventing any recurrence.
👨💼【Teacher / Quality Manager】:
Good. I expect the inspection to start tomorrow and regular updates on progress. Please coordinate closely with our production team.
🧑🎓【Student / Sales Representative】:
Understood. I will coordinate with your team directly and provide daily updates via email. Thank you for your patience, and we will restore your trust through our actions.
👨💼【Teacher / Quality Manager】:
I appreciate your commitment. Let's proceed with the plan, and I look forward to seeing the improvements in your quality system.
\ 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 critical defect has been detected in delivered products, and the customer demands immediate action and a prevention plan.
Your role is to apologize sincerely, assess the situation, and propose concrete solutions including inspection, replacement, and compensation.
納入製品に重大な不具合が検出され、顧客が迅速な対応と再発防止策を求めています。
あなたの役割は心から謝罪し、状況を評価し、検査・交換・補償を含む具体的な解決策を提案することです。
👨💼【Teacher / Quality Manager】:
We need your immediate response to this defect issue. What actions will you take to resolve it and prevent future problems?
（この不具合問題への即座の対応が必要です。解決と今後の問題防止のためにどのような行動を取りますか？）
🧑🎓【Student / Your Role】:
(Free Speaking based on today's lesson)
Hints / ヒント
１． Apologize sincerely for the defect
２． Describe the inspection and replacement plan
３． Propose compensation measures
４． Explain prevention actions in detail
※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)