5.2 Attitude - Understanding communication with Japanese people

Author: Kim Christian Botho Pedersen (Memorizeitall / Japan Trade Advisor)

© Kim Christian Botho Pedersen / www.japantradeadvisor.com 

Published on April 27, 2017

In “Understanding communication with Japanese people 5.1”, we examined whether to use Japanese or English as the language for business communication. Since most readers probably choose English, this article will focus on the different elements of communication relevant for business in Japan.

Communication encompasses far more than spoken or written words: tone, body language, attitude, awareness of timing and mutual perception all play a part. The goal is to convey, or receive, a message with minimal interference so that the recipient understands exactly what was intended. As complexity increases, so does the risk of misunderstanding or message loss. In business, particularly in Japan, "assuming" your meaning was understood precisely can be dangerous.

A message can be misunderstood even between people of the same nationality, because of differences in gender, age, religion, culture, profession, race, or background or other elements, so when communicating with Japanese counterparts, it will be a good idea to verify what was said by rephrasing it in different words or using other methods to confirm the intended meaning and avoid unnecessary mistakes.

In Japan, your message is rarely understood exactly as your message was intended. A savvy professional develops strategies to verify critical points repeatedly until misunderstandings are minimized. It is not rude, but rather smart, and in Japan even necessary in many cases, to confirm the same point in different ways.

Body language and attitude

Body language and attitude are vital when communicating with Japanese counterparts. They serve as tools to demonstrate politeness, respect, and situational awareness, key aspects of kizukai (consideration). Japanese people are trained from childhood to monitor their own behavior and that of others. They do this not to criticize, but to ensure smooth interaction and mutual comfort.

Your posture, facial expressions, and movements reveal emotions, enthusiasm, boredom, nervousness, gratitude or discomfort. Even checking your watch or glancing around sends signals.

Japanese learn proper etiquette from primary school: how to stand and how to bow, how to address superiors politely, and speak clearly. Once employed in a company, they receive further training on customer service protocols; any misstep is corrected by colleagues or managers.

Consider the uniform behavior of staff in Japanese restaurants, hotels, or stations. They follow strict company guidelines precisely, never improvising, which often can lead to misunderstanding that Japanese don't have their own opinion or worse. They mask dislike, confusion, or judgment, maintaining a consistently courteous demeanor. In Japan’s male-dominated corporate environment, women often bear stricter behavioral expectations, from serving tea for visitors to arranging settings, and even which tasks they are entrusted.

I once attended a company shain kyoiku (staff training) (社員教育) course. While some shain kyoiku sessions are notorious for demeaning exercises, meant to build “yes-men”, mine was a standard program. Critics have pushed back, and extreme shain kyoiku couress are now rare. Still, the “yes-man” culture underpins many communication patterns and misunderstandings between Japanese and foreigners.

As a non-Japanese, you need not adopt every nuance, but you must avoid body language that signals disrespect. Focus on displaying respect, politeness, and common sense. Observe hierarchy: greet the highest-ranking person first, wait to be seated, and express gratitude for the meeting time. Never consider yourself the most important person in the room.

When a Japanese host asks, “Do you need anything?” it is often a polite ritual. The expected reply is, “No, thank you, I am fine,” which affirms their service is sufficient, an act called aite o tateru (“honoring the other party”). Only request essentials that cause no inconvenience, like for instance water for medicine.

The role of attitude

Attitude shows through your tone, whether on the phone or in person. Japanese often bow even when speaking on the phone; it is a reflex conveying respect. If they can “hear” your bow, imagine how much your posture and attitude communicate in a face-to-face meeting. Japanese are adept at reading “between the lines.”

Maintaining constant awareness can be exhausting. Yet genuine effort is recognized and appreciated. A sincere willingness to adapt often earns respect and second chances in Japan, even when big mistakes occur. Japanese rather wants to do business with people who make mistakes once in a while, than a person who don't understand basic Japanese social norms. Japanese distinguish between expectations for natives and foreigners; as a foreigner, you enjoy some leeway regarding unwritten rules. However, mastering Japanese as your communication language demands full compliance with Japan’s rule set, raising the bar considerably.