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＜Upper-Intermediate＞ Lesson No.5
Emergency Response to Chemical Product Quality Issues at Overseas Customer Factory / 海外顧客工場での化学製品品質問題発生時の緊急対応
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
Addressing quality issues with chemical products supplied to overseas customers that caused production line shutdowns and potential damages.
海外顧客の工場で当社化学製品の品質異常により生産ライン停止が発生し、損害対応について話し合う場面です。
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 have assigned our quality team to...（当社の品質チームを...に割り当てた）
２．Based on our initial assessment...（初期評価に基づくと...）
３．We will complete the root cause analysis within...（...以内に根本原因分析を完了する）
４．We will implement corrective actions at...（...で是正措置を実施する）
５．We will establish a new quality control procedure with...（...とともに新しい品質管理手順を確立する）
６．We will conduct additional testing before...（...の前に追加試験を実施する）
７．We take full accountability for...（...について全責任を負う）
1-2 Essential words
１．assign（割り当てる）
２．assess（評価する）
３．defect（欠陥）
４．estimate（推定する）
５．implement（実施する）
６．monitor（監視する）
７．detect（検出する）
８．submit（提出する）
９．coordinate（連携する）
１０．resolve（解決する）
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）
Addressing quality issues with chemical products supplied to overseas customers that caused production line shutdowns and potential damages.
海外顧客の工場で当社化学製品の品質異常により生産ライン停止が発生し、損害対応について話し合う場面です。
👨💼【Teacher / Customer Production Manager】:
Thank you for coming on such short notice. Our production line has been stopped for 2 days due to quality issues with your chemical product. We need you to explain the root cause and your recovery plan immediately.
（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。御社の化学製品の品質問題により、当社の生産ラインが2日間停止しています。直ちに根本原因と復旧計画をご説明いただく必要があります。）
🧑🎓【Student / Sales Representative】:
We sincerely apologize for this critical situation. We have assigned our quality team to investigate the defect. Based on our initial assessment, the issue appears to be related to a raw material change at our supplier facility.
（この重大な状況について心よりお詫び申し上げます。当社の品質チームを調査に割り当てました。初期評価に基づくと、問題は当社サプライヤー施設での原材料変更に関連しているようです。）
👨💼【Teacher / Customer Production Manager】:
A raw material change? We were not informed of any specification modifications. How long will it take to identify the exact cause and restart our line? Our estimated loss is already reaching 300000000 JPY.
（原材料変更ですか？仕様変更については一切通知を受けていません。正確な原因特定とライン再開にどれくらいかかりますか？当社の推定損失額はすでに3億円に達しています。）
🧑🎓【Student / Sales Representative】:
We understand your concern about the timeline. First, we will complete the root cause analysis within 3 days. Second, we will implement corrective actions at our manufacturing site within 1 week. Third, we will submit a detailed compensation proposal based on your actual loss.
（スケジュールに関するご懸念は理解しております。第一に、3日以内に根本原因分析を完了します。第二に、1週間以内に当社製造拠点で是正措置を実施します。第三に、貴社の実際の損失に基づいた詳細な補償提案を提出いたします。）
👨💼【Teacher / Customer Production Manager】:
3 days for analysis and 1 week for corrective actions sounds reasonable, but we need guarantees. What specific measures will you take to prevent recurrence? And when can we resume production safely?
（分析に3日、是正措置に1週間というのは妥当に聞こえますが、保証が必要です。再発防止のためにどのような具体的措置を講じますか？そして、いつ安全に生産を再開できますか？）
🧑🎓【Student / Sales Representative】:
We will establish a new quality control procedure with our supplier to monitor all raw material changes. We will also conduct additional testing before each shipment to detect any abnormalities. You can resume production as soon as we deliver the replacement batch, which will be ready in 5 days.
（サプライヤーとともに、すべての原材料変更を監視する新しい品質管理手順を確立します。また、異常を検出するため各出荷前に追加試験を実施します。5日後に準備が整う代替バッチを納入次第、生産を再開いただけます。）
👨💼【Teacher / Customer Production Manager】:
5 days is still causing us significant delay. We also require a written commitment on the compensation amount and the prevention measures. Can you provide that documentation by tomorrow?
（5日でもまだ大幅な遅延が生じます。補償額と防止措置に関する書面でのコミットメントも必要です。明日までにその文書を提供いただけますか？）
🧑🎓【Student / Sales Representative】:
Yes, we will prepare and submit the formal documentation by tomorrow afternoon. It will include the compensation calculation, the detailed prevention plan, and our quality assurance commitment. We take full accountability for this incident and will work to restore your trust.
（はい、明日の午後までに正式な文書を作成し提出いたします。補償計算、詳細な防止計画、および当社の品質保証コミットメントが含まれます。この事案について全責任を負い、貴社の信頼回復に努めます。）
👨💼【Teacher / Customer Production Manager】:
I appreciate your prompt response and clear action plan. We will review the documentation carefully. Please make sure your team coordinates closely with our production department during the recovery process.
（迅速なご対応と明確な行動計画に感謝します。文書は慎重に検討いたします。復旧プロセス中、貴社チームが当社生産部門と緊密に連携するよう確実にしてください。）
🧑🎓【Student / Sales Representative】:
Absolutely. Our quality manager will coordinate directly with your production team starting today. We will provide daily progress updates until the situation is fully resolved. Thank you for your understanding during this difficult time.
（もちろんです。当社品質マネージャーが本日から貴社生産チームと直接連携いたします。状況が完全に解決するまで毎日進捗報告を提供いたします。この困難な時期にご理解いただきありがとうございます。）
👨💼【Teacher / Customer Production Manager】:
Good. We expect full transparency and consistent communication. Let's proceed with the recovery plan as discussed. I look forward to receiving the documentation tomorrow.
（結構です。完全な透明性と一貫したコミュニケーションを期待しています。話し合った通りに復旧計画を進めましょう。明日の文書提出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）
Addressing quality issues with chemical products supplied to overseas customers that caused production line shutdowns and potential damages.
海外顧客の工場で当社化学製品の品質異常により生産ライン停止が発生し、損害対応について話し合う場面です。
👨💼【Teacher / Customer Production Manager】:
Thank you for coming on such short notice. Our production line has been stopped for 2 days due to quality issues with your chemical product. We need you to explain the root cause and your recovery plan immediately.
🧑🎓【Student / Sales Representative】:
We sincerely apologize for this critical situation. We have ［割り当てる］d our quality team to investigate the ［欠陥］. Based on our initial ［評価する］ment, the issue appears to be related to a raw material change at our supplier facility.
👨💼【Teacher / Customer Production Manager】:
A raw material change? We were not informed of any specification modifications. How long will it take to identify the exact cause and restart our line? Our estimated loss is already reaching 300000000 JPY.
🧑🎓【Student / Sales Representative】:
We understand your concern about the timeline. First, we will complete the root cause analysis within 3 days. Second, we will ［実施する］ corrective actions at our manufacturing site within 1 week. Third, we will ［提出する］ a detailed compensation proposal based on your actual loss.
👨💼【Teacher / Customer Production Manager】:
3 days for analysis and 1 week for corrective actions sounds reasonable, but we need guarantees. What specific measures will you take to prevent recurrence? And when can we resume production safely?
🧑🎓【Student / Sales Representative】:
We will establish a new quality control procedure with our supplier to ［監視する］ all raw material changes. We will also conduct additional testing before each shipment to ［検出する］ any abnormalities. You can resume production as soon as we deliver the replacement batch, which will be ready in 5 days.
👨💼【Teacher / Customer Production Manager】:
5 days is still causing us significant delay. We also require a written commitment on the compensation amount and the prevention measures. Can you provide that documentation by tomorrow?
🧑🎓【Student / Sales Representative】:
Yes, we will prepare and ［提出する］ the formal documentation by tomorrow afternoon. It will include the compensation calculation, the detailed prevention plan, and our quality assurance commitment. We take full accountability for this incident and will work to restore your trust.
👨💼【Teacher / Customer Production Manager】:
I appreciate your prompt response and clear action plan. We will review the documentation carefully. Please make sure your team coordinates closely with our production department during the recovery process.
🧑🎓【Student / Sales Representative】:
Absolutely. Our quality manager will ［連携する］ directly with your production team starting today. We will provide daily progress updates until the situation is fully ［解決する］d. Thank you for your understanding during this difficult time.
👨💼【Teacher / Customer Production Manager】:
Good. We expect full transparency and consistent communication. Let's proceed with the recovery plan as discussed. I look forward to receiving the documentation tomorrow.
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）
Addressing quality issues with chemical products supplied to overseas customers that caused production line shutdowns and potential damages.
海外顧客の工場で当社化学製品の品質異常により生産ライン停止が発生し、損害対応について話し合う場面です。
👨💼【Teacher / Customer Production Manager】:
Thank you for coming on such short notice. Our production line has been stopped for 2 days due to quality issues with your chemical product. We need you to explain the root cause and your recovery plan immediately.
🧑🎓【Student / Sales Representative】:
We sincerely apologize for this critical situation. ［当社の品質チームを調査に割り当てました。］ ［初期評価に基づくと、問題は当社サプライヤー施設での原材料変更に関連しているようです。］
👨💼【Teacher / Customer Production Manager】:
A raw material change? We were not informed of any specification modifications. How long will it take to identify the exact cause and restart our line? Our estimated loss is already reaching 300000000 JPY.
🧑🎓【Student / Sales Representative】:
We understand your concern about the timeline. First, ［3日以内に根本原因分析を完了します。］ Second, ［1週間以内に当社製造拠点で是正措置を実施します。］ Third, we will submit a detailed compensation proposal based on your actual loss.
👨💼【Teacher / Customer Production Manager】:
3 days for analysis and 1 week for corrective actions sounds reasonable, but we need guarantees. What specific measures will you take to prevent recurrence? And when can we resume production safely?
🧑🎓【Student / Sales Representative】:
We will establish a new quality control procedure with our supplier to monitor all raw material changes. We will also conduct additional testing before each shipment to detect any abnormalities. You can resume production as soon as we deliver the replacement batch, which will be ready in 5 days.
👨💼【Teacher / Customer Production Manager】:
5 days is still causing us significant delay. We also require a written commitment on the compensation amount and the prevention measures. Can you provide that documentation by tomorrow?
🧑🎓【Student / Sales Representative】:
Yes, we will prepare and submit the formal documentation by tomorrow afternoon. It will include the compensation calculation, the detailed prevention plan, and our quality assurance commitment. We take full accountability for this incident and will work to restore your trust.
👨💼【Teacher / Customer Production Manager】:
I appreciate your prompt response and clear action plan. We will review the documentation carefully. Please make sure your team coordinates closely with our production department during the recovery process.
🧑🎓【Student / Sales Representative】:
Absolutely. Our quality manager will coordinate directly with your production team starting today. We will provide daily progress updates until the situation is fully resolved. Thank you for your understanding during this difficult time.
👨💼【Teacher / Customer Production Manager】:
Good. We expect full transparency and consistent communication. Let's proceed with the recovery plan as discussed. I look forward to receiving the documentation tomorrow.
\ 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 quality defect in your chemical product has stopped the customer's production line for 2 days.
The customer requires immediate explanation of the root cause, recovery plan, and compensation proposal.
貴社の化学製品の品質欠陥により、顧客の生産ラインが2日間停止しています。
顧客は根本原因、復旧計画、および補償提案の即時説明を求めています。
👨💼【Teacher / Customer Production Manager】:
Our production line is still stopped due to your product defect. Please explain your action plan to resolve this situation and prevent future issues.
（貴社製品の欠陥により当社の生産ラインはまだ停止しています。この状況を解決し今後の問題を防止するための行動計画をご説明ください。）
🧑🎓【Student / Your Role】:
(Free Speaking based on today's lesson)
Hints / ヒント
１． Explain the root cause of the defect
２． Describe the corrective action timeline
３． Present the quality control improvement plan
４． Commit to compensation and accountability
※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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