Ultimate Guide to Business Japanese

It's important to be mindful of the hierarchical structure and cultural norms that exist within Japanese business etiquette. The emphasis on respect for authority figures differentiates it from Western work culture, which tends to be more informal and egalitarian. By sticking to these protocols you will be able to  navigate the Japanese business landscape with confidence.

An example of this hierarchical dynamic is the relationship between "kohai" and "senpai". A senpai is a senior or more experienced colleague, while a kohai is a junior or less experienced one. This relationship is not just about seniority in age, but also experience, knowledge, and skills. And within a workplace a “kohai” would use polite and respectful language (Keigo) when addressing their senpai, while the senpai would use more casual language. The kohai is expected to respect and defer to their senpai, while the senpai is expected to guide, protect, and mentor their "kohai".

Types of Keigo

There are three main types of Keigo that you use depending on your relationship to the person you are speaking with.  

When speaking to customers, clients and superiors you would use 尊敬語(Sonkeigo) which means respectful language. This is a way to elevate the status of the person you are speaking to, out of respect for their position or status. 

An example in a workplace would be: ご報告をお書きになりました。(Gohokoku o okaki ni narimashita.) meaning I have completed the report. The part that makes it sonkeigo is by putting ご before 報告,  お  in front 書き to make it more polite and formal. .

The second is 謙譲語(Kenjogo) or humble language. You might use this when you are talking about your achievements during a job interview to not sound arrogant, downplaying your own role to highlight respect for the other party. 

An example being レポートを書かせていただきました。(Repoto o kakasete itadakimashita.), meaning, I had the opportunity to write the report. This is just as it would be in a Western workplace and saying that you were given the opportunity shows gratitude. 

Lastly there is 丁寧語(Teineigo) meaning polite language. This is probably what you would use in everyday life to strangers that you may meet. Unlike the other two, teineigo is used to convey general politeness and respect without changing the status of the speaker or listener.

An example of this is, レポートを書きました。 (Repoto o kakimashita.) meaning I wrote the report.  

When speaking to your boss 

When it comes to interacting with superiors, maintaining a respectful and formal demeanor is crucial. In Japan, there is a strong emphasis on hierarchy and deference to authority figures. Use polite language and honorifics, such as adding "-san" after their name, to show respect. Actively listen, be attentive, and avoid interrupting or challenging their decisions. Additionally, bowing is customary when greeting or expressing gratitude to superiors, emphasizing the importance of respect in Japanese business etiquette.

When speaking to customers

When dealing with customers, providing exceptional service while maintaining a professional yet friendly approach is highly valued. Use respectful language and polite expressions to address them. Anticipate their needs, actively listen to their requests, and strive to exceed their expectations. Politeness, patience, and a customer-centric mindset are key attributes in Japanese business etiquette. Sincere appreciation for their patronage and gratitude for their business should be expressed. 

A phrase you will always hear whenever you go anywhere is いらっしゃいませ (Irasshaimase) meaning “”come on in”. This is a way to greet any customer and guest and is a way to show that they are welcome. And as a way of offering assistance, staff may also say ご希望がございましたら、お申し付けください (Go kibou ga gozaimashitara, omoushi tsuke kudasai), which translates to "If there is anything you need, please let us know." 

When speaking to colleagues 

Interactions with colleagues of the same rank should be based on mutual respect and cooperation. At first you might speak in keigo with your colleagues but they may tell you that you can talk casually as you become closer to them. There tends to be more flexibility in language usage compared to interactions with superiors or customers and can shift as you develop more of a connection with them. 

When speaking to subordinates 

In interactions with subordinates, the use of keigo is generally not necessary, but respectful language is always appreciated. To acknowledge their hard work and contributions, you might say something along the lines of "あなたの努力を評価しています" (Anata no doryoku o hyouka shiteimasu), which translates to "I appreciate your efforts."

Another thing that is important is promoting open communication in order to build a better relationship with your team. Encourage your subordinates to voice their thoughts and ideas as Japanese people tend to be more timid and scared to speak up. This can be facilitated by asking "意見があれば、教えてください" (Iken ga areba, oshiete kudasai), which translates to "If you have any opinions, please let me know." By saying this you are showing mutual respect and openness, allowing for productive and meaningful dialogues.

Speaking with Japanese native speaking friends is a great way to practice Japanese. Check out our guide on Guide to Japanese Friends!