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＜Elementary＞ Lesson No.19
Product Recall Response and Impact Minimization Strategy Explanation for Overseas Markets / 海外での製品リコール対応と顧客への影響最小化策の説明
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
Managing product recall due to safety issues discovered in products sold in overseas markets.
海外市場で販売した製品の安全上の問題発見によりリコール対応する場面です。
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．I sincerely apologize for...（...について心よりお詫び申し上げます）
２．Based on our records...（当社の記録によれば...）
３．We confirmed the defect in...（...に欠陥があることを確認しました）
４．We prepared a detailed...（詳細な...を準備しました）
５．We will arrange free collection service for...（...のために無料回収サービスを手配します）
６．I completely understand your concern...（ご懸念は完全に理解しております...）
７．We can offer two options to...（...するために2つの選択肢を提供できます）
1-2 Essential words
１．apologize（お詫びする）
２．confirm（確認する）
３．prepare（準備する）
４．arrange（手配する）
５．reduce（減らす）
６．provide（提供する）
７．resolve（解決する）
８．ship（出荷する）
９．detailed（詳細な）
１０．immediately（直ちに）
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）
Managing product recall due to safety issues discovered in products sold in overseas markets.
海外市場で販売した製品の安全上の問題発見によりリコール対応する場面です。
👨💼【Teacher / Overseas Customer】:
Thank you for taking my call on such short notice. We received your recall notice this morning, and I need to understand the full scope immediately. Which product models are affected, and how many units did we receive?
（急なお電話に対応いただきありがとうございます。今朝リコール通知を受け取りましたが、すぐに全容を理解する必要があります。どの製品モデルが対象で、当社は何台受け取りましたか？）
🧑🎓【Student / Sales Representative】:
I sincerely apologize for this situation. The affected models are the XR-500 and XR-510, manufactured between January and March this year. Based on our records, your company received 1200 units in total. We confirmed the defect in the battery control circuit, which could cause overheating under certain conditions.
（この状況について心よりお詫び申し上げます。対象モデルはXR-500とXR-510で、今年1月から3月の間に製造されたものです。当社の記録によれば、御社は合計1200台を受け取られました。バッテリー制御回路に欠陥があることを確認しており、特定の条件下で過熱を引き起こす可能性があります。）
👨💼【Teacher / Overseas Customer】:
1200 units is a significant number. Our customers are already using these products. What is your recovery plan, and how quickly can you complete the recall process?
（1200台はかなりの数です。当社の顧客はすでにこれらの製品を使用しています。回収計画はどうなっていますか？また、リコールプロセスをどれくらい早く完了できますか？）
🧑🎓【Student / Sales Representative】:
We prepared a detailed recovery plan. First, we will send replacement units to your warehouse within 2 weeks. Second, we will arrange free collection service for all affected units at no cost to you or your customers. Third, we will provide technical support staff to help with the exchange process. The entire recall should be completed within 6 weeks from today.
（詳細な回収計画を準備いたしました。第一に、2週間以内に交換用ユニットを御社の倉庫に送付いたします。第二に、対象となる全ユニットについて、御社および御社の顧客に費用負担なく無料回収サービスを手配いたします。第三に、交換プロセスを支援する技術サポートスタッフを提供いたします。リコール全体は本日から6週間以内に完了する予定です。）
👨💼【Teacher / Overseas Customer】:
6 weeks is longer than I expected. Our customers need these products for daily operations. Can you offer any temporary solution to reduce the impact on our business?
（6週間は予想より長いです。当社の顧客は日常業務にこれらの製品を必要としています。当社のビジネスへの影響を減らすための一時的な解決策を提供できますか？）
🧑🎓【Student / Sales Representative】:
I completely understand your concern. We can offer two options to reduce the impact. Option one is to provide 200 loaner units immediately, which you can use until the replacement arrives. Option two is to offer a 15 percent discount on your next order as compensation for the inconvenience. We will also assign a dedicated contact person to handle all communication and resolve any issues quickly.
（ご懸念は完全に理解しております。影響を減らすために2つの選択肢を提供できます。選択肢1は、交換品が到着するまで使用できる200台の貸出ユニットを直ちに提供することです。選択肢2は、ご不便に対する補償として次回注文時に15パーセントの割引を提供することです。また、すべてのコミュニケーションを処理し、問題を迅速に解決するための専任担当者を配置いたします。）
👨💼【Teacher / Overseas Customer】:
The loaner units would help significantly. Please send those as soon as possible. I also want weekly progress reports during the recall period. Can you commit to that?
（貸出ユニットは大いに助かります。できるだけ早く送ってください。また、リコール期間中は週次の進捗報告も希望します。それを約束していただけますか？）
🧑🎓【Student / Sales Representative】:
Absolutely. We will ship the 200 loaner units by the end of this week. I will personally send you a detailed progress report every Monday morning, including the number of units collected, replaced, and any customer feedback. Please feel free to contact me anytime if you have additional concerns.
（もちろんです。200台の貸出ユニットは今週末までに出荷いたします。毎週月曜日の朝、回収済みユニット数、交換済みユニット数、および顧客からのフィードバックを含む詳細な進捗報告を私自身が送付いたします。追加のご懸念がございましたら、いつでもお気軽にご連絡ください。）
👨💼【Teacher / Overseas Customer】:
Thank you for the clear explanation and quick response. I appreciate your commitment to resolving this situation. Let me know as soon as the loaner units are ready to ship.
（明確な説明と迅速な対応をありがとうございます。この状況を解決するというあなたの約束に感謝します。貸出ユニットが出荷準備できたらすぐに知らせてください。）
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）
Managing product recall due to safety issues discovered in products sold in overseas markets.
海外市場で販売した製品の安全上の問題発見によりリコール対応する場面です。
👨💼【Teacher / Overseas Customer】:
Thank you for taking my call on such short notice. We received your recall notice this morning, and I need to understand the full scope immediately. Which product models are affected, and how many units did we receive?
🧑🎓【Student / Sales Representative】:
I sincerely ［お詫びする］ for this situation. The affected models are the XR-500 and XR-510, manufactured between January and March this year. Based on our records, your company received 1200 units in total. We ［確認する］ed the defect in the battery control circuit, which could cause overheating under certain conditions.
👨💼【Teacher / Overseas Customer】:
1200 units is a significant number. Our customers are already using these products. What is your recovery plan, and how quickly can you complete the recall process?
🧑🎓【Student / Sales Representative】:
We ［準備する］d a ［詳細な］ recovery plan. First, we will send replacement units to your warehouse within 2 weeks. Second, we will ［手配する］ free collection service for all affected units at no cost to you or your customers. Third, we will ［提供する］ technical support staff to help with the exchange process. The entire recall should be completed within 6 weeks from today.
👨💼【Teacher / Overseas Customer】:
6 weeks is longer than I expected. Our customers need these products for daily operations. Can you offer any temporary solution to reduce the impact on our business?
🧑🎓【Student / Sales Representative】:
I completely understand your concern. We can offer two options to ［減らす］ the impact. Option one is to ［提供する］ 200 loaner units ［直ちに］, which you can use until the replacement arrives. Option two is to offer a 15 percent discount on your next order as compensation for the inconvenience. We will also assign a dedicated contact person to handle all communication and ［解決する］ any issues quickly.
👨💼【Teacher / Overseas Customer】:
The loaner units would help significantly. Please send those as soon as possible. I also want weekly progress reports during the recall period. Can you commit to that?
🧑🎓【Student / Sales Representative】:
Absolutely. We will ［出荷する］ the 200 loaner units by the end of this week. I will personally send you a ［詳細な］ progress report every Monday morning, including the number of units collected, replaced, and any customer feedback. Please feel free to contact me anytime if you have additional concerns.
👨💼【Teacher / Overseas Customer】:
Thank you for the clear explanation and quick response. I appreciate your commitment to resolving this situation. Let me know as soon as the loaner units are ready to ship.
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）
Managing product recall due to safety issues discovered in products sold in overseas markets.
海外市場で販売した製品の安全上の問題発見によりリコール対応する場面です。
👨💼【Teacher / Overseas Customer】:
Thank you for taking my call on such short notice. We received your recall notice this morning, and I need to understand the full scope immediately. Which product models are affected, and how many units did we receive?
🧑🎓【Student / Sales Representative】:
［この状況について心よりお詫び申し上げます。］ The affected models are the XR-500 and XR-510, manufactured between January and March this year. ［当社の記録によれば、御社は合計1200台を受け取られました。］ ［バッテリー制御回路に欠陥があることを確認しており、特定の条件下で過熱を引き起こす可能性があります。］
👨💼【Teacher / Overseas Customer】:
1200 units is a significant number. Our customers are already using these products. What is your recovery plan, and how quickly can you complete the recall process?
🧑🎓【Student / Sales Representative】:
［詳細な回収計画を準備いたしました。］ First, we will send replacement units to your warehouse within 2 weeks. Second, we will arrange free collection service for all affected units at no cost to you or your customers. Third, we will provide technical support staff to help with the exchange process. The entire recall should be completed within 6 weeks from today.
👨💼【Teacher / Overseas Customer】:
6 weeks is longer than I expected. Our customers need these products for daily operations. Can you offer any temporary solution to reduce the impact on our business?
🧑🎓【Student / Sales Representative】:
I completely understand your concern. We can offer two options to reduce the impact. Option one is to provide 200 loaner units immediately, which you can use until the replacement arrives. Option two is to offer a 15 percent discount on your next order as compensation for the inconvenience. We will also assign a dedicated contact person to handle all communication and resolve any issues quickly.
👨💼【Teacher / Overseas Customer】:
The loaner units would help significantly. Please send those as soon as possible. I also want weekly progress reports during the recall period. Can you commit to that?
🧑🎓【Student / Sales Representative】:
Absolutely. We will ship the 200 loaner units by the end of this week. I will personally send you a detailed progress report every Monday morning, including the number of units collected, replaced, and any customer feedback. Please feel free to contact me anytime if you have additional concerns.
👨💼【Teacher / Overseas Customer】:
Thank you for the clear explanation and quick response. I appreciate your commitment to resolving this situation. Let me know as soon as the loaner units are ready to ship.
\ 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 safety defect was found in products already delivered to an overseas customer.
The customer needs an immediate explanation of the recall scope and recovery plan.
海外顧客に納入済みの製品に安全上の欠陥が発見されました。
顧客はリコールの範囲と回収計画について緊急の説明を必要としています。
👨💼【Teacher / Overseas Customer】:
We just received your recall notice. Please explain the situation and your plan to handle this issue.
（リコール通知を受け取りました。状況とこの問題への対応計画を説明してください。）
🧑🎓【Student / Your Role】:
(Free Speaking based on today's lesson)
Hints / ヒント
１．Apologize for the defect（欠陥についてお詫びする）
２．Explain the affected models and quantity（対象モデルと数量を説明する）
３．Describe the recovery timeline（回収スケジュールを述べる）
４．Offer temporary solutions（一時的な解決策を提示する）
※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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