＜Upper-Intermediate＞ Lesson No.4
Quality Issue Response Explanation / 品質問題発生時の対応説明
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
Explaining the root cause analysis, improvement measures, and future quality assurance systems regarding air conditioner defects found in the North American market.
北米市場で発見されたエアコン不具合について原因究明結果、改善策、今後の品質保証体制を説明する場面です。
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．Let me explain the situation（状況を説明させてください）
２．We've identified that improper assembly...（不適切な組み立てが...であることを特定しました）
３．We will implement a full recall...（全面リコールを実施します）
４．We will carry out 3 key improvements（3つの主要な改善を実施します）
５．We'll collaborate with an independent certification body...（独立した認証機関と協力します）
６．We will provide full compensation including...（...を含む全額補償を提供します）
７．We will submit detailed monthly reports covering...（...を網羅した詳細な月次報告書を提出します）
1-2 Essential words
１．apologize（お詫びする）
２．detect（検出する）
３．flaw（欠陥）
４．trigger（引き金となる）
５．eliminate（排除する）
６．modernize（近代化する）
７．assign（配置する）
８．monitor（監視する）
９．enhance（強化する）
１０．accountability（責任）
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）
Explaining the root cause analysis, improvement measures, and future quality assurance systems regarding air conditioner defects found in the North American market.
北米市場で発見されたエアコン不具合について原因究明結果、改善策、今後の品質保証体制を説明する場面です。
👨💼【Teacher / Quality Manager (Customer)】:
Thank you for coming today. We've received multiple complaints about the air conditioners sold in North America. We need you to explain the root cause and your corrective actions immediately.
（本日はお越しいただきありがとうございます。北米で販売されたエアコンについて複数のクレームを受けています。根本原因と是正措置について直ちに説明していただく必要があります。）
🧑🎓【Student / Sales Representative】:
We sincerely apologize for the defect and the inconvenience caused to your customers. Let me explain the situation. First, our technical team detected a flaw in the compressor component. Second, we've identified that improper assembly at our offshore facility triggered the malfunction. Third, we will implement a full recall and replace all affected units within 4 weeks.
（不具合およびお客様にご迷惑をおかけしたことを心よりお詫び申し上げます。状況をご説明させてください。第一に、技術チームが圧縮機部品の欠陥を検出しました。第二に、海外工場での不適切な組み立てが故障の引き金となったことを特定しました。第三に、4週間以内に全面リコールを実施し、影響を受けた全ユニットを交換いたします。）
👨💼【Teacher / Quality Manager (Customer)】:
I appreciate your quick response, but we are concerned about future quality assurance. Could you elaborate on the measures you will take to prevent this from happening again?
（迅速な対応には感謝しますが、今後の品質保証について懸念しています。再発防止のために講じる対策について詳しく説明していただけますか？）
🧑🎓【Student / Sales Representative】:
Certainly. We will carry out 3 key improvements. First, we'll modernize our assembly process with automated inspection systems. Second, we'll assign additional quality engineers to monitor every production line. Third, we'll collaborate with an independent certification body to validate our manufacturing standards. These actions will enhance our overall quality control.
（承知いたしました。3つの主要な改善を実施いたします。第一に、自動検査システムで組み立てプロセスを近代化します。第二に、すべての生産ラインを監視するため追加の品質エンジニアを配置します。第三に、製造基準を検証するため独立した認証機関と協力します。これらの措置により全体的な品質管理を強化いたします。）
👨💼【Teacher / Quality Manager (Customer)】:
That sounds reasonable, but how will you compensate our customers for the disruption? We also need a clear timeline for the replacement process.
（それは妥当に聞こえますが、混乱に対してお客様にどのように補償されますか？また、交換プロセスの明確なスケジュールも必要です。）
🧑🎓【Student / Sales Representative】:
We will provide full compensation including free replacement units and an additional 2-year warranty extension. Regarding the timeline, we will commence the recall in 1 week and complete all replacements within 4 weeks. We'll also establish a dedicated support team to assist customers throughout the process. This commitment demonstrates our accountability.
（無償交換ユニットおよび追加2年間の保証延長を含む全額補償を提供いたします。スケジュールに関しては、1週間以内にリコールを開始し、4週間以内にすべての交換を完了いたします。また、プロセス全体を通じてお客様を支援する専任サポートチームを設置いたします。この取り組みは当社の責任を示すものです。）
👨💼【Teacher / Quality Manager (Customer)】:
I understand your plan. However, we require monthly progress reports until all units are replaced. Can you commit to that?
（計画は理解しました。ただし、すべてのユニットが交換されるまで月次進捗報告書が必要です。それをお約束いただけますか？）
🧑🎓【Student / Sales Representative】:
Absolutely. We will submit detailed monthly reports covering replacement status, customer feedback, and quality improvement progress. Our team will also be available for weekly calls if you need immediate updates. We are fully committed to restoring your trust.
（もちろんです。交換状況、お客様のフィードバック、品質改善の進捗を網羅した詳細な月次報告書を提出いたします。また、即座の更新が必要な場合は週次の電話会議にも対応いたします。お客様の信頼を回復することに全力で取り組みます。）
👨💼【Teacher / Quality Manager (Customer)】:
Thank you for your transparency and commitment. We will monitor the situation closely. I expect you to proceed as promised and keep us informed at every stage.
（透明性と取り組みに感謝します。状況を注意深く監視いたします。約束通りに進めていただき、各段階で情報を提供していただくことを期待しています。）
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）
Explaining the root cause analysis, improvement measures, and future quality assurance systems regarding air conditioner defects found in the North American market.
北米市場で発見されたエアコン不具合について原因究明結果、改善策、今後の品質保証体制を説明する場面です。
👨💼【Teacher / Quality Manager (Customer)】:
Thank you for coming today. We've received multiple complaints about the air conditioners sold in North America. We need you to explain the root cause and your corrective actions immediately.
🧑🎓【Student / Sales Representative】:
We sincerely ［お詫びする］ for the defect and the inconvenience caused to your customers. Let me explain the situation. First, our technical team ［検出する］d a ［欠陥］ in the compressor component. Second, we've identified that improper assembly at our offshore facility ［引き金となる］d the malfunction. Third, we will implement a full recall and replace all affected units within 4 weeks.
👨💼【Teacher / Quality Manager (Customer)】:
I appreciate your quick response, but we are concerned about future quality assurance. Could you elaborate on the measures you will take to prevent this from happening again?
🧑🎓【Student / Sales Representative】:
Certainly. We will carry out 3 key improvements. First, we'll ［近代化する］ our assembly process with automated inspection systems. Second, we'll ［配置する］ additional quality engineers to ［監視する］ every production line. Third, we'll collaborate with an independent certification body to validate our manufacturing standards. These actions will ［強化する］ our overall quality control.
👨💼【Teacher / Quality Manager (Customer)】:
That sounds reasonable, but how will you compensate our customers for the disruption? We also need a clear timeline for the replacement process.
🧑🎓【Student / Sales Representative】:
We will provide full compensation including free replacement units and an additional 2-year warranty extension. Regarding the timeline, we will commence the recall in 1 week and complete all replacements within 4 weeks. We'll also establish a dedicated support team to assist customers throughout the process. This commitment demonstrates our ［責任］.
👨💼【Teacher / Quality Manager (Customer)】:
I understand your plan. However, we require monthly progress reports until all units are replaced. Can you commit to that?
🧑🎓【Student / Sales Representative】:
Absolutely. We will submit detailed monthly reports covering replacement status, customer feedback, and quality improvement progress. Our team will also be available for weekly calls if you need immediate updates. We are fully committed to restoring your trust.
👨💼【Teacher / Quality Manager (Customer)】:
Thank you for your transparency and commitment. We will monitor the situation closely. I expect you to proceed as promised and keep us informed at every stage.
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）
Explaining the root cause analysis, improvement measures, and future quality assurance systems regarding air conditioner defects found in the North American market.
北米市場で発見されたエアコン不具合について原因究明結果、改善策、今後の品質保証体制を説明する場面です。
👨💼【Teacher / Quality Manager (Customer)】:
Thank you for coming today. We've received multiple complaints about the air conditioners sold in North America. We need you to explain the root cause and your corrective actions immediately.
🧑🎓【Student / Sales Representative】:
We sincerely apologize for the defect and the inconvenience caused to your customers. ［状況をご説明させてください。］ First, our technical team detected a flaw in the compressor component. ［第二に、海外工場での不適切な組み立てが故障の引き金となったことを特定しました。］ Third, we will implement a full recall and replace all affected units within 4 weeks.
👨💼【Teacher / Quality Manager (Customer)】:
I appreciate your quick response, but we are concerned about future quality assurance. Could you elaborate on the measures you will take to prevent this from happening again?
🧑🎓【Student / Sales Representative】:
Certainly. ［3つの主要な改善を実施いたします。］ First, we'll modernize our assembly process with automated inspection systems. Second, we'll assign additional quality engineers to monitor every production line. ［第三に、製造基準を検証するため独立した認証機関と協力します。］ These actions will enhance our overall quality control.
👨💼【Teacher / Quality Manager (Customer)】:
That sounds reasonable, but how will you compensate our customers for the disruption? We also need a clear timeline for the replacement process.
🧑🎓【Student / Sales Representative】:
We will provide full compensation including free replacement units and an additional 2-year warranty extension. Regarding the timeline, we will commence the recall in 1 week and complete all replacements within 4 weeks. We'll also establish a dedicated support team to assist customers throughout the process. This commitment demonstrates our accountability.
👨💼【Teacher / Quality Manager (Customer)】:
I understand your plan. However, we require monthly progress reports until all units are replaced. Can you commit to that?
🧑🎓【Student / Sales Representative】:
Absolutely. We will submit detailed monthly reports covering replacement status, customer feedback, and quality improvement progress. Our team will also be available for weekly calls if you need immediate updates. We are fully committed to restoring your trust.
👨💼【Teacher / Quality Manager (Customer)】:
Thank you for your transparency and commitment. We will monitor the situation closely. I expect you to proceed as promised and keep us informed at every stage.
\ 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 has been detected in air conditioners sold in the North American market, and customer complaints have been received.
The sales representative must explain the root cause, corrective actions, and future quality assurance measures to the customer's quality manager.
北米市場で販売されたエアコンに品質不具合が検出され、顧客からクレームが寄せられています。
営業担当者は、顧客の品質管理責任者に対して根本原因、是正措置、今後の品質保証体制を説明する必要があります。
👨💼【Teacher / Quality Manager (Customer)】:
We need a full explanation of what caused this defect and how you plan to prevent it in the future. Please provide your detailed response.
（この不具合の原因と今後の再発防止策について完全な説明が必要です。詳細な回答をお願いします。）
🧑🎓【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 actions and timeline
３． Present quality improvement measures
４． Commit to ongoing communication
※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)