doing business in japan: communicating with the japanese

Fred Taylor

Doing Business in Japan: Communicating with the Japanese

Before we Begin… About Me –

Fred Taylor

Trade and Investment Development Officer at JETRO Sydney

Business-level Japanese

Lived in Japan for 2.5 years in Osaka and Tokyo

Studied in Japan at Kansai Gaidai

University

Work experience at Austrade

Osaka, Mercedes Benz Japan

www.fredtaylor.com.au

www.sushifile.com

Before we Begin… Living and working in Japan 101

You are not expected to turn Japanese!

Before we Begin… Living and working in Japan 101

You are not expected to turn Japanese!

Just keep in mind the ‘how’ and

‘why’

when doing business in

Japan.

In The Workplace….

The Japanese Mindset

Starting Out

The Office Environment

Communication

After Hours

In The Workplace….

The Japanese Mindset

Starting Out

The Office Environment

Communication

After Hours

In The Workplace….

The Japanese Mindset

- Group mentality

- Individuality in Japan

- Tatemae

and Honne

- Harmony with Wa

The Japanese Mindset: Group Mentality

The Japanese Mindset: Group Mentality

Japan has a strong group orientation.

The Japanese Mindset: Group Mentality

Japan has a strong group orientation.

• Identity from group affiliations

The Japanese Mindset: Group Mentality

Japan has a strong group orientation.

• Identity from group affiliations

• Company first; individual second

The Japanese Mindset: Group Mentality

Japan has a strong group orientation.

• Identity from group affiliations

• Company first; individual second

• Consensus decision making

The Japanese Mindset: Group Mentality

郷に入れば郷に従えごう ごう したがえ

When in Rome, do as the Romans do.

The (New) Japanese Mindset: The Individual

The (New) Japanese Mindset: The Individual

There is

an ‘I’

in ‘Team’

The (New) Japanese Mindset: The Individual

There is

an ‘I’

in ‘Team’

• Greater emphasis being placed on the individual

The (New) Japanese Mindset: The Individual

There is

an ‘I’

in ‘Team’

• Greater emphasis being placed on the individual

• Emergence of ‘new-wave’

Japanese business figures

The Japanese Mindset: Tatemae and Honne

The Japanese Mindset: Tatemae and Honne

Japanese often make a distinction between their true feeling (honne)...

The Japanese Mindset: Tatemae and Honne

Japanese often make a distinction between their true feeling (honne)...

With what they know is the appropriate thing to say in public (tatemae).

The Japanese Mindset: Tatemae

Yes, we’ll think it over…

The Japanese Mindset: Honne

Yes, we’ll think it over…

Forget it!

The Japanese Mindset: Tatemae and Honne

Don’t interpret the use of tatemae

as “two-faced.”

The Japanese Mindset: Tatemae and Honne

Don’t interpret the use of tatemae

as “two-faced.”

It is simply used to maintain harmony.

Tatemae

or Honne? You need to read

between

the lines.

The Japanese Mindset: Harmony

The Japanese Mindset: Harmony

The Japanese Mindset: Harmony

In The Workplace….

The Japanese Mindset

Starting Out

The Office Environment

Communication

After Hours

In The Workplace….

Starting Out

- Introductions

- Bowing

- Women in the Workplace

Introductions

IntroductionsFirst impressions are important

in Japan.

In The Workplace: Introductions

IntroductionsFirst impressions are important

in Japan.

• Most senior person introduced first

In The Workplace: Introductions

IntroductionsFirst impressions are important

in Japan.

• Most senior person introduced first

• Business card given (and received) with both hands

In The Workplace: Introductions

IntroductionsFirst impressions are important

in Japan.

• Most senior person introduced first

• Business card given (and received) with both hands

• English-side up if card is bi-lingual

In The Workplace: Introductions

Introductions

In The Workplace: Introductions

The business card is considered an extension of that person –

take good care of it.

In The Workplace: Bowing

In The Workplace: Bowing

There are two types of bows in Japan:

In The Workplace: Bowing

There are two types of bows in Japan:

• 1. A formal, deeper bow –

used in business

In The Workplace: Bowing

There are two types of bows in Japan:

• 1. A formal, deeper bow

• 2. A more casual bow

In The Workplace: Bowing

Men –

Arms at your sides

In The Workplace: Bowing

Men –

Arms at your sides

Women –

Hands crossed below the stomach

In The Workplace: Bowing

Keep your back straight.

Break eye contact. Focus on the floor.

Pause. Don’t bob up and down.

In The Workplace: Bowing

Don’t worry if it’s not perfect!

Remember, bowing is the Japanese equivalent of a handshake. First impressions last.

But keep in mind that Japanese may try to shake your hand instead of bowing.

In The Workplace: Women in Japan

Traditionally Japanese women functioned as “office ladies”.

In The Workplace: Women in Japan

However women in higher roles are now much more common.

In The Workplace: Women in Japan

Japanese businessmen now know must deal with foreign business

that they women.

In The Workplace: Women in Japan

However be wary that some old world attitudes may still exist.

In The Workplace: Women in Japan

In terms of dress, conservative attire is appropriate.

In The Workplace….

The Japanese Mindset

Starting Out

The Office Environment

Communication

After Hours

In The Workplace….

The Office Environment

- Hierarchy

- The concept of ‘face’

- Being humble

In The Workplace: Hierarchy

In The Workplace: Hierarchy

Understanding hierarchical relationships is essential in Japanese business.

In The Workplace: Hierarchy

Understanding hierarchical relationships is essential in Japanese business.

•

Company Hierarchy –

Presidents, Managers, Subordinates

In The Workplace: Hierarchy

Understanding hierarchical relationships is essential in Japanese business.

•

Company Hierarchy –

Presidents, Managers, Subordinates

President

/ 社長

Managers

/ 部長

Subordinates

/ さん

In The Workplace: Hierarchy

Understanding hierarchical relationships is essential in Japanese business.

•

Company Hierarchy –

Presidents, Managers, Subordinates

•

Customer Hierarchy –

The customer is god

In The Workplace: Hierarchy

Understanding hierarchical relationships is essential in Japanese business.

•

Company Hierarchy –

Presidents, Managers, Subordinates

•

Customer Hierarchy –

The customer is god Customer

/ お客様

Company

In The Workplace: Hierarchy

Complicit with hierarchy is that of titles: The title you use for people differs with their position.

In The Workplace: The Concept of ‘Face’

‘Saving face’

is an important concept in Japan.

It involves the tendency to avoid embarrassing situations.

In The Workplace: The Concept of ‘Face’

‘Saving face’

is an important concept in Japan.

•

Eg. Bringing up new information your manager is not aware of in a meeting

It involves the tendency to avoid embarrassing situations.

In The Workplace: The Concept of ‘Face’

‘Saving face’

is an important concept in Japan.

•

Eg. Bringing up new information your manager is not aware of in a meeting

• Berating someone in public

It involves the tendency to avoid embarrassing situations.

In The Workplace: The Concept of ‘Face’

Because of loss of face, public confrontation

should be

avoided at all costs in Japan.

Why?

Remember that…..

The Japanese Mindset: Harmony

In The Workplace: Being Humble

In The Workplace: Being Humble

Showing modesty is a means of expressing respect

in Japan.

In The Workplace: Being Humble

Showing modesty is a means of expressing respect

in Japan.

つまらない物ですが。。。

When giving a gift, Japanese will say….

In The Workplace: Being Humble

Showing modesty is a means of expressing respect

in Japan.

つまらない物ですが。。。

When giving a gift, Japanese will say….

This gift is a little boring, but…

In The Workplace: Being Humble

When someone belittles their own skills or possessions, you should never act as if you believe them.

In The Workplace: Being Humble

When someone belittles their own skills or possessions, you should never act as if you believe them.

Instead, take their comments at face value and insist it is not true.

In The Workplace: Being Humble

Being humble is important in Japan. Humility maintains group cohesion.

In The Workplace: Being Humble

Being humble is important in Japan. Humility maintains group cohesion.

A popular Japanese saying for those who break from tradition is:

出る杭は打たれるで くい う

In The Workplace: Being Humble

Being humble is important in Japan. Humility maintains group cohesion.

A popular Japanese saying for those who break from tradition is:

出る杭は打たれるで くい う

The nail that stands out gets hammered down.

In The Workplace….

The Japanese Mindset

Starting Out

The Office Environment

Communication

After Hours

In The Workplace….

Communication

- Meetings

- Telephone and Email

- Negotiations

- Gestures and Non-Verbal communication

Meetings

In The Workplace: Meetings

Meetings are held regularly in Japan to establish group cohesiveness. Meetings

In The Workplace: Meetings

Meetings are held regularly in Japan to establish group cohesiveness.

They are used to instill in the team confidence, trust and commitment.

Meetings

In The Workplace: Meetings

Meetings in Japan occur frequently, and may appear to have little meaning

or outcome.

Agenda?

In The Workplace: Meetings

Meetings in Japan occur frequently, and may appear to have little meaning

or outcome.

Agenda?

Sometimes the real purpose of an internal meeting is about creating harmony

in the office.

In The Workplace: Meetings

Further, topics discussed in meetings have often already been decided upon beforehand.

In The Workplace: Meetings

Further, topics discussed in meetings have often already been decided upon beforehand.

This is known as nemawashi

– where everyone informally

discusses a proposal and gives their input before the meeting.

In The Workplace: Telephone and Email

In The Workplace: Telephone and Email

Telephone and E-mail are widely accepted forms of communication in business Japan.

In The Workplace: Telephone and Email

Telephone and E-mail are widely accepted forms of communication in business Japan.

Politeness and correct form are essential for both.

In The Workplace: Building Relationships

In The Workplace: Building Relationships

Even with email, face-to-face communication is an essential part of Japanese business.

In The Workplace: Building Relationships

Even with email, face-to-face communication is an essential part of Japanese business.

A business transaction can’t be finalized unless there is trust.

In The Workplace: Building Relationships

Even with email, face-to-face communication is an essential part of Japanese business.

A business transaction can’t be finalized unless there is trust.

This trust must be built over time.

In The Workplace: Negotiation

In The Workplace: Negotiation

Firstly, the seating layout

in a business meeting offers strong hints on seniority.

In The Workplace: Negotiation

Firstly, the seating layout

in a business meeting offers strong hints on seniority.

Highest Ranked (Farthest from the door)

In The Workplace: Negotiation

Firstly, the seating layout

in a business meeting offers strong hints on seniority.

Highest Ranked (Farthest from the door)

Lowest Ranked (Closest to the Door)

In The Workplace: Negotiation

Talks in Japan usually proceed slowly. This is essential in relationship building.

In The Workplace: Negotiation

Talks in Japan usually proceed slowly. This is essential in relationship building.

When negotiating with the Japanese, take your time

and be thorough.

At the first meeting and perhaps even the first few meetings, the Japanese will not

be

interested in talking much about business.

They will be more concerned with getting to know you. Topics may focus on weather, events, or even sport.

In The Workplace: Negotiation Tips

The best route to successful negotiations in Japan is to prepare, prepare, prepare!

(And turn off your phone!)

In The Workplace: Negotiation Tips

Don’t be too outspoken• When in doubt, speak cautiously

In The Workplace: Negotiation Tips

Don’t be too aggressive

Don’t be too outspoken• When in doubt, speak cautiously

•

Forcing an answer out of the other party is often meaningless

In The Workplace: Negotiation Tips

Don’t be too aggressive

Don’t be too outspoken

Don’t worry about the silence

• When in doubt, speak cautiously

•

Forcing an answer out of the other party is often meaningless

•

Japanese will be silent in business negotiations. Avoid the impulse to break the silence with a comment

In The Workplace: Nonverbal Communication

Japanese will sometimes choose implicit, nonverbal communication

over explicit,

verbal communication.

In The Workplace: Nonverbal Communication

Japanese will sometimes choose implicit, nonverbal communication

over explicit,

verbal communication.

In The Workplace: Nonverbal Communication

Expressing oneself nonverbally is considered more subtle

and

considerate.

In The Workplace: Nonverbal Communication

But it means you must be able to ‘read’

your counterpart!

?

In The Workplace: Nonverbal Communication

Come Here!

Examples –

Source: “70 Japanese Gestures”

In The Workplace: Nonverbal Communication

Come Here!

Examples –

Source: “70 Japanese Gestures”

Shall we eat?

In The Workplace: Nonverbal Communication

Come Here!

Examples –

Source: “70 Japanese Gestures”

Shall we eat?

Wait a moment

In The Workplace….

The Japanese Mindset

Starting Out

The Office Environment

Communication

After Hours

In The Workplace….

After Hours

- Working Late

- The Concept of Dedication

- Nomunication

In The Workplace: Working Late

The best route to successful negotiations in Japan is to prepare, prepare, prepare!

It is common in Japan for staff to stay and work well past five o’clock

–

even up to midnight!

In The Workplace: Working Late

The best route to successful negotiations in Japan is to prepare, prepare, prepare!

Working late signifies ‘dedication’

to the company, and Japanese feel it will be a burden to leave whilst others are still working.

In The Workplace: Dedication

The concept of gaman, or perseverance in Japan is highly valued. Your effort will be noteworthy.

In The Workplace: Dedication

You can win the respect of your colleagues if you show steadfast dedication

to your goals.

In The Workplace: Nomunication

Nomunication

(‘nomu’

being to drink; mixed with the English ‘communication’) is an important social & business activity in Japan.

In The Workplace: Nomunication

Done with both colleagues and clients (but not together), the idea is to get to know each other outside of the office, establish trust

and form some personal ties.

Nomunication

will reveal volumes about your colleagues, and forge stronger relationships.

In The Workplace: Sources (and Recommended Reading)

“Getting Closer to Japan”

Series –

ASK Co Ltd. Japan

“Culture Shock! Success Secrets to Maximize Business in Japan”

–

Carin

Holroyd

& Ken Coates; Times Books International

“Communicating with Japanese in Business”

–

JETRO

“70 Japanese Gestures”

–

Hamiru

Aqui; Stonebridge Press

Thank you, and good luck! Questions? fred.taylor@gmail.com

| www.fredtaylor.com.au