＜Upper-Intermediate＞ Lesson No.31
トラブル報告と初期対応 / Reporting issues and initial response
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
A client reports a product issue; you apologize and promise investigation.
納品製品の不具合報告を受け、謝罪し調査を約束する場面です。
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．We understand the severity of...（...の深刻さを理解しています）
３．Could you describe the defect in...（...の欠陥を説明していただけますか）
４．We will dispatch our technical team to...（...に技術チームを派遣します）
５．We are prepared to discuss...（...について協議する用意があります）
６．We are committed to maintaining...（...の維持に全力で取り組みます）
７．I will personally coordinate all...（すべての...を個人的に調整します）
1-2 Essential words
１．detect（検出する）
２．critical（重大な）
３．apologize（謝罪する）
４．assess（評価する）
５．disturbing（乱している）
６．carry out（実施する）
７．submit（提出する）
８．acknowledge（認識する）
９．calculate（算出する）
１０．coordinate（調整する）
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）
A client reports a product issue; you apologize and promise investigation.
納品製品の不具合報告を受け、謝罪し調査を約束する場面です。
👨💼【Teacher / Quality Manager (Client)】:
We detected a critical defect in the units you delivered last week. Our production line is completely stopped. What are you going to do about this?
（先週納品された製品に重大な欠陥を検出しました。生産ラインが完全に停止しています。どう対応されるのですか？）
🧑🎓【Student / Sales Representative】:
I sincerely apologize for this serious issue. We understand the severity of the situation and take full responsibility. Could you describe the defect in detail so we can assess the root cause immediately?
（この深刻な問題について心よりお詫び申し上げます。状況の深刻さを理解しており、全責任を負います。根本原因をすぐに評価できるよう、欠陥の詳細を説明していただけますか？）
👨💼【Teacher / Quality Manager (Client)】:
The motor housing cracks under normal operating temperature. We've already had 12 units fail out of 50 installed. This is disturbing our entire schedule.
（モーターハウジングが通常の動作温度下でひび割れます。設置した50台のうち既に12台が故障しました。これは我々のスケジュール全体を乱しています。）
🧑🎓【Student / Sales Representative】:
Thank you for the detailed information. First, we will dispatch our technical team to your facility today to carry out an on-site inspection. Second, we will ship 15 replacement units by express delivery within 48 hours. Third, we will submit a full investigation report and corrective action plan within 5 business days.
（詳細な情報をありがとうございます。第一に、本日中に技術チームを貴社施設に派遣し、現地検査を実施します。第二に、48時間以内に代替品15台を速達で発送します。第三に、5営業日以内に完全な調査報告書と是正措置計画を提出します。）
👨💼【Teacher / Quality Manager (Client)】:
Replacement units are necessary, but we also need compensation for the production loss. We've lost approximately 72 hours of manufacturing time. How will you address this?
（代替品は必要ですが、生産損失の補償も必要です。約72時間の製造時間を失いました。これにどう対処されますか？）
🧑🎓【Student / Sales Representative】:
We acknowledge your loss and are prepared to discuss appropriate compensation. We will calculate the financial impact based on your documented downtime and propose a compensation package including credit toward your next order. We are committed to maintaining our long-term partnership and preventing any recurrence.
（貴社の損失を認識しており、適切な補償について協議する用意があります。記録された停止時間に基づいて財務的影響を算出し、次回注文への値引きを含む補償案を提案します。長期的なパートナーシップの維持と再発防止に全力で取り組みます。）
👨💼【Teacher / Quality Manager (Client)】:
I appreciate your immediate response and commitment. Please make sure your technical team arrives today and keep me updated on every step. We need to resume production as soon as possible.
（迅速な対応と約束に感謝します。技術チームが本日中に到着することを確認し、すべての段階で最新情報を提供してください。できるだけ早く生産を再開する必要があります。）
🧑🎓【Student / Sales Representative】:
Absolutely. Our team will arrive at your facility by 3 PM today. I will personally coordinate all actions and provide you with hourly updates until the situation is resolved. Thank you for your patience and trust.
（承知しました。チームは本日午後3時までに貴社施設に到着します。状況が解決するまで、私が個人的にすべての対応を調整し、1時間ごとに最新情報を提供します。ご辛抱とご信頼に感謝いたします。）
👨💼【Teacher / Quality Manager (Client)】:
Good. I'm counting on you to handle this professionally. Let's work together to overcome this setback and prevent future issues.
（よろしい。プロフェッショナルに対処することを期待しています。この困難を共に乗り越え、今後の問題を防ぎましょう。）
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）
A client reports a product issue; you apologize and promise investigation.
納品製品の不具合報告を受け、謝罪し調査を約束する場面です。
👨💼【Teacher / Quality Manager (Client)】:
We detected a critical defect in the units you delivered last week. Our production line is completely stopped. What are you going to do about this?
🧑🎓【Student / Sales Representative】:
I sincerely ［謝罪する］ for this serious issue. We understand the severity of the situation and take full responsibility. Could you describe the defect in detail so we can ［評価する］ the root cause immediately?
👨💼【Teacher / Quality Manager (Client)】:
The motor housing cracks under normal operating temperature. We've already had 12 units fail out of 50 installed. This is disturbing our entire schedule.
🧑🎓【Student / Sales Representative】:
Thank you for the detailed information. First, we will dispatch our technical team to your facility today to ［実施する］ an on-site inspection. Second, we will ship 15 replacement units by express delivery within 48 hours. Third, we will ［提出する］ a full investigation report and corrective action plan within 5 business days.
👨💼【Teacher / Quality Manager (Client)】:
Replacement units are necessary, but we also need compensation for the production loss. We've lost approximately 72 hours of manufacturing time. How will you address this?
🧑🎓【Student / Sales Representative】:
We ［認識する］ your loss and are prepared to discuss appropriate compensation. We will ［算出する］ the financial impact based on your documented downtime and propose a compensation package including credit toward your next order. We are committed to maintaining our long-term partnership and preventing any recurrence.
👨💼【Teacher / Quality Manager (Client)】:
I appreciate your immediate response and commitment. Please make sure your technical team arrives today and keep me updated on every step. We need to resume production as soon as possible.
🧑🎓【Student / Sales Representative】:
Absolutely. Our team will arrive at your facility by 3 PM today. I will personally ［調整する］ all actions and provide you with hourly updates until the situation is resolved. Thank you for your patience and trust.
👨💼【Teacher / Quality Manager (Client)】:
Good. I'm counting on you to handle this professionally. Let's work together to overcome this setback and prevent future issues.
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）
A client reports a product issue; you apologize and promise investigation.
納品製品の不具合報告を受け、謝罪し調査を約束する場面です。
👨💼【Teacher / Quality Manager (Client)】:
We detected a critical defect in the units you delivered last week. Our production line is completely stopped. What are you going to do about this?
🧑🎓【Student / Sales Representative】:
［この深刻な問題について心よりお詫び申し上げます。］ ［状況の深刻さを理解しており、全責任を負います。］ Could you describe the defect in detail so we can assess the root cause immediately?
👨💼【Teacher / Quality Manager (Client)】:
The motor housing cracks under normal operating temperature. We've already had 12 units fail out of 50 installed. This is disturbing our entire schedule.
🧑🎓【Student / Sales Representative】:
Thank you for the detailed information. First, ［本日中に技術チームを貴社施設に派遣し、現地検査を実施します。］ Second, we will ship 15 replacement units by express delivery within 48 hours. Third, we will submit a full investigation report and corrective action plan within 5 business days.
👨💼【Teacher / Quality Manager (Client)】:
Replacement units are necessary, but we also need compensation for the production loss. We've lost approximately 72 hours of manufacturing time. How will you address this?
🧑🎓【Student / Sales Representative】:
We acknowledge your loss and are prepared to discuss appropriate compensation. We will calculate the financial impact based on your documented downtime and propose a compensation package including credit toward your next order. We are committed to maintaining our long-term partnership and preventing any recurrence.
👨💼【Teacher / Quality Manager (Client)】:
I appreciate your immediate response and commitment. Please make sure your technical team arrives today and keep me updated on every step. We need to resume production as soon as possible.
🧑🎓【Student / Sales Representative】:
Absolutely. Our team will arrive at your facility by 3 PM today. ［状況が解決するまで、私が個人的にすべての対応を調整し、1時間ごとに最新情報を提供します。］ Thank you for your patience and trust.
👨💼【Teacher / Quality Manager (Client)】:
Good. I'm counting on you to handle this professionally. Let's work together to overcome this setback and prevent future issues.
\ 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 client has contacted you urgently about a critical defect in delivered products that has stopped their production line.
You need to apologize sincerely, gather detailed information about the defect, and propose immediate corrective actions.
クライアントから納品製品の重大な欠陥について緊急連絡があり、生産ラインが停止しました。
心から謝罪し、欠陥の詳細情報を収集し、即座の是正措置を提案する必要があります。
👨💼【Teacher / Quality Manager (Client)】:
We have a serious problem with your products. Our line is down and we're losing money every hour. What can you tell me about this situation?
（貴社製品に深刻な問題があります。ラインが停止しており、毎時損失が出ています。この状況について何か説明できますか？）
🧑🎓【Student / Your Role】:
(Free Speaking based on today's lesson)
Hints / ヒント
１． Express sincere apology and acknowledge responsibility
２． Gather detailed information about the defect
３． Propose immediate corrective actions
４． Commit to compensation and prevention
※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)