＜Elementary＞ Lesson No.7
Handling Complaints from Foreign Investors about Loss Expansion During Market Crash / 外国人投資家からの市場急落時の損失拡大に関するクレーム対応
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
This involves addressing complaints from overseas investors who suffered major losses due to sudden market decline, carefully explaining trade records and proposing measures to prevent future losses while maintaining trust.
市場急落により大損失を被った海外投資家からの苦情に対し、取引記録を説明し今後の損失拡大防止策を提案しながら信頼関係を維持する場面です。
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 what happened...（何が起きたかを説明させてください...）
２．I will send you the complete...（完全な...をお送りします）
３．You will see that we followed...（当社が...に従ったことがお分かりいただけます）
４．Let me offer three solutions...（3つの解決策を提案させてください...）
５．We can set up automatic...（自動的な...を設定できます）
６．We can provide you with...（...を提供できます）
７．I will prepare a complete package including...（...を含む完全なパッケージを準備いたします）
1-2 Essential words
１．concern（懸念）
２．explain（説明する）
３．confirm（確認する）
４．send（送る）
５．include（含む）
６．offer（提供する）
７．prevent（防ぐ）
８．arrange（手配する）
９．receive（受け取る）
１０．review（確認する）
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）
This involves addressing complaints from overseas investors who suffered major losses due to sudden market decline, carefully explaining trade records and proposing measures to prevent future losses while maintaining trust.
市場急落により大損失を被った海外投資家からの苦情に対し、取引記録を説明し今後の損失拡大防止策を提案しながら信頼関係を維持する場面です。
👨💼【Teacher / Overseas Investor】:
Thank you for taking my call today. I need to discuss the significant losses we experienced during last week's market downturn. Our portfolio dropped by 12 percent, and I have serious concerns about how the trades were executed.
（本日はお電話に出ていただきありがとうございます。先週の市場急落時に被った大きな損失について話し合う必要があります。私たちのポートフォリオは12パーセント下落しましたが、取引がどのように執行されたかについて深刻な懸念があります。）
🧑🎓【Student / Securities Operations Manager】:
I understand your concern completely. Let me explain what happened during that period. First, we received your sell orders at 9:15 AM on the day of the downturn. Second, we executed all trades within 8 minutes according to our standard procedures. Third, the market was already falling rapidly when your orders reached us.
（ご懸念は完全に理解しております。その期間に何が起きたかを説明させてください。第一に、急落当日の午前9時15分にお客様の売り注文を受領しました。第二に、標準手順に従い8分以内にすべての取引を執行しました。第三に、ご注文が当社に届いた時点で市場はすでに急速に下落していました。）
👨💼【Teacher / Overseas Investor】:
I see, but 8 minutes seems like a long time when the market is falling so quickly. Could you provide the detailed trade records? I want to confirm that your team handled this properly.
（なるほどですが、市場がそれほど急速に下落している時に8分は長く思えます。詳細な取引記録を提供していただけますか？御社のチームがこれを適切に処理したことを確認したいのです。）
🧑🎓【Student / Securities Operations Manager】:
Of course. I will send you the complete execution report by the end of today. The report will include the exact time stamps, the market prices at each moment, and the order flow records. You will see that we followed all regulatory requirements and our execution was within industry standards for volatile market conditions.
（もちろんです。本日中に完全な執行報告書をお送りします。報告書には正確なタイムスタンプ、各時点での市場価格、注文フロー記録が含まれます。当社がすべての規制要件に従い、変動の激しい市場状況における業界標準内で執行したことがお分かりいただけます。）
👨💼【Teacher / Overseas Investor】:
That would help, but I'm still worried about future situations. What can you offer to prevent similar losses if the market drops again? We need better risk management support.
（それは助かりますが、今後の状況についてまだ心配しています。市場が再び下落した場合、同様の損失を防ぐために何を提供できますか？より良いリスク管理サポートが必要です。）
🧑🎓【Student / Securities Operations Manager】:
I completely understand. Let me offer three solutions. First, we can set up automatic stop-loss orders at levels you choose in advance. Second, we can provide you with real-time market alerts through our mobile system. Third, we can arrange a dedicated contact person available 24 hours during high volatility periods. These measures will help you respond faster to market changes.
（完全に理解しております。3つの解決策を提案させてください。第一に、事前にお客様が選択したレベルで自動ストップロス注文を設定できます。第二に、当社のモバイルシステムを通じてリアルタイムの市場アラートを提供できます。第三に、高ボラティリティ期間中に24時間対応可能な専任担当者を手配できます。これらの対策は、市場変動により迅速に対応するのに役立ちます。）
👨💼【Teacher / Overseas Investor】:
Those options sound reasonable. Can you send me the details of these services along with the execution report? I'd like to review everything before we decide on the next steps.
（それらの選択肢は妥当に思えます。執行報告書と一緒にこれらのサービスの詳細を送っていただけますか？次のステップを決定する前にすべてを確認したいと思います。）
🧑🎓【Student / Securities Operations Manager】:
Absolutely. I will prepare a complete package including the execution report, the service options, and the implementation timeline. You will receive it by 5 PM today. If you have any questions after reviewing the documents, please feel free to contact me directly at any time.
（承知しました。執行報告書、サービス選択肢、実施スケジュールを含む完全なパッケージを準備いたします。本日午後5時までにお受け取りいただけます。書類をご確認後にご質問がございましたら、いつでも直接ご連絡ください。）
👨💼【Teacher / Overseas Investor】:
Thank you for your prompt response and clear explanation. I appreciate your willingness to provide additional support. I'll wait for the documents and we can discuss further after I review them.
（迅速な対応と明確な説明をありがとうございます。追加サポートを提供していただけることに感謝します。書類をお待ちしておりますので、確認後にさらに話し合いましょう。）
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）
This involves addressing complaints from overseas investors who suffered major losses due to sudden market decline, carefully explaining trade records and proposing measures to prevent future losses while maintaining trust.
市場急落により大損失を被った海外投資家からの苦情に対し、取引記録を説明し今後の損失拡大防止策を提案しながら信頼関係を維持する場面です。
👨💼【Teacher / Overseas Investor】:
Thank you for taking my call today. I need to discuss the significant losses we experienced during last week's market downturn. Our portfolio dropped by 12 percent, and I have serious concerns about how the trades were executed.
🧑🎓【Student / Securities Operations Manager】:
I understand your ［懸念］ completely. Let me ［説明する］ what happened during that period. First, we ［受け取る］d your sell orders at 9:15 AM on the day of the downturn. Second, we executed all trades within 8 minutes according to our standard procedures. Third, the market was already falling rapidly when your orders reached us.
👨💼【Teacher / Overseas Investor】:
I see, but 8 minutes seems like a long time when the market is falling so quickly. Could you provide the detailed trade records? I want to confirm that your team handled this properly.
🧑🎓【Student / Securities Operations Manager】:
Of course. I will ［送る］ you the complete execution report by the end of today. The report will ［含む］ the exact time stamps, the market prices at each moment, and the order flow records. You will see that we followed all regulatory requirements and our execution was within industry standards for volatile market conditions.
👨💼【Teacher / Overseas Investor】:
That would help, but I'm still worried about future situations. What can you offer to prevent similar losses if the market drops again? We need better risk management support.
🧑🎓【Student / Securities Operations Manager】:
I completely understand. Let me ［提供する］ three solutions. First, we can set up automatic stop-loss orders at levels you choose in advance. Second, we can provide you with real-time market alerts through our mobile system. Third, we can ［手配する］ a dedicated contact person available 24 hours during high volatility periods. These measures will help you respond faster to market changes.
👨💼【Teacher / Overseas Investor】:
Those options sound reasonable. Can you send me the details of these services along with the execution report? I'd like to review everything before we decide on the next steps.
🧑🎓【Student / Securities Operations Manager】:
Absolutely. I will prepare a complete package including the execution report, the service options, and the implementation timeline. You will ［受け取る］ it by 5 PM today. If you have any questions after ［確認する］ing the documents, please feel free to contact me directly at any time.
👨💼【Teacher / Overseas Investor】:
Thank you for your prompt response and clear explanation. I appreciate your willingness to provide additional support. I'll wait for the documents and we can discuss further after I review them.
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）
This involves addressing complaints from overseas investors who suffered major losses due to sudden market decline, carefully explaining trade records and proposing measures to prevent future losses while maintaining trust.
市場急落により大損失を被った海外投資家からの苦情に対し、取引記録を説明し今後の損失拡大防止策を提案しながら信頼関係を維持する場面です。
👨💼【Teacher / Overseas Investor】:
Thank you for taking my call today. I need to discuss the significant losses we experienced during last week's market downturn. Our portfolio dropped by 12 percent, and I have serious concerns about how the trades were executed.
🧑🎓【Student / Securities Operations Manager】:
I understand your concern completely. ［その期間に何が起きたかを説明させてください。］ First, we received your sell orders at 9:15 AM on the day of the downturn. Second, we executed all trades within 8 minutes according to our standard procedures. Third, the market was already falling rapidly when your orders reached us.
👨💼【Teacher / Overseas Investor】:
I see, but 8 minutes seems like a long time when the market is falling so quickly. Could you provide the detailed trade records? I want to confirm that your team handled this properly.
🧑🎓【Student / Securities Operations Manager】:
Of course. ［本日中に完全な執行報告書をお送りします。］ The report will include the exact time stamps, the market prices at each moment, and the order flow records. ［当社がすべての規制要件に従い、変動の激しい市場状況における業界標準内で執行したことがお分かりいただけます。］
👨💼【Teacher / Overseas Investor】:
That would help, but I'm still worried about future situations. What can you offer to prevent similar losses if the market drops again? We need better risk management support.
🧑🎓【Student / Securities Operations Manager】:
I completely understand. ［3つの解決策を提案させてください。］ First, we can set up automatic stop-loss orders at levels you choose in advance. Second, we can provide you with real-time market alerts through our mobile system. Third, we can arrange a dedicated contact person available 24 hours during high volatility periods. These measures will help you respond faster to market changes.
👨💼【Teacher / Overseas Investor】:
Those options sound reasonable. Can you send me the details of these services along with the execution report? I'd like to review everything before we decide on the next steps.
🧑🎓【Student / Securities Operations Manager】:
Absolutely. I will prepare a complete package including the execution report, the service options, and the implementation timeline. You will receive it by 5 PM today. If you have any questions after reviewing the documents, please feel free to contact me directly at any time.
👨💼【Teacher / Overseas Investor】:
Thank you for your prompt response and clear explanation. I appreciate your willingness to provide additional support. I'll wait for the documents and we can discuss further after I review them.
\ 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
An overseas investor contacts you about losses from a market downturn and questions your trade execution and risk management.
You need to explain the execution records clearly and offer solutions to prevent future losses while maintaining trust.
海外の投資家が市場急落による損失について連絡してきて、取引執行とリスク管理について質問しています。
執行記録を明確に説明し、信頼関係を維持しながら将来の損失を防ぐための解決策を提供する必要があります。
👨💼【Teacher / Overseas Investor】:
I'm concerned about the losses during the market downturn. Can you explain what happened and how we can prevent this in the future?
（市場急落時の損失について懸念しています。何が起きたのか、そして今後どのように防げるのか説明していただけますか？）
🧑🎓【Student / Your Role】:
(Free Speaking based on today's lesson)
Hints / ヒント
１．Explain the execution process（執行プロセスを説明する）
２．Provide detailed records（詳細な記録を提供する）
３．Offer risk management solutions（リスク管理の解決策を提供する）
４．Arrange additional support（追加サポートを手配する）
※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)