Difficult conversations

• I completely understand your frustration.お怒りはごもっともです。
• Let's see what we can do.何ができるか考えましょう。
• I'm sorry to have to tell you…申し上げにくいのですが〜
• Moving forward, we'll…今後は〜します。

1. 1. Warm-up (5 min)

   Check last homework. Ask the warm-up questions to relax.

   • What's the hardest conversation you've had at work?
   • How do you stay calm?

2. 2. Input (10 min)

   Introduce the key phrases one by one. The student repeats each 3 times; check meaning (short Japanese is OK).

3. 3. Practice (15 min)

   Run the unit's practice activity. Maximize student talking time.

   Acknowledge → explain → offer → follow up. Two scenarios: an angry client, delivering a project delay.

4. 4. Role-play (10 min)

   Tutor plays the other person. Praise when the key phrases are used; fix only 2 things afterwards.

   🎭 A client is upset about a mistake on an invoice; calm them down and fix it.

5. 5. Free talk (5 min)

   Use the discussion questions for free conversation.

   • Is it better to apologize quickly or explain first?
   • How do cultures handle conflict differently?

6. 6. Wrap-up (5 min)

   Review today's phrases and give the homework. Write the lesson note right after.

   📌 Write an apology email with next stepsお詫びと対応策のメールを書く

25-minute lessons: skip step 5 and shorten steps 3 and 4.