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

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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



- Group mentality

- Individuality in Japan

- Tatemae

and Honne

- Harmony with Wa

The Japanese Mindset: Group Mentality


Japan has a strong group orientation.



• Identity from group affiliations




• Company first; individual second




• Company first; individual second

• Consensus decision making


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


There is

an ‘I’

in ‘Team’


There is

an ‘I’

in ‘Team’

• Greater emphasis being placed on 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


Japanese often make a distinction between their true feeling (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!


Don’t interpret the use of tatemae

as “two-faced.”


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



Starting Out


Communication

After Hours


Starting Out

- Introductions

- Bowing

- Women in the Workplace

Introductions

IntroductionsFirst impressions are important

in Japan.

In The Workplace: Introductions


in Japan.

• Most senior person introduced first



in Japan.


• Business card given (and received) with both hands



in Japan.


• Business card given (and received) with both hands

• English-side up if card is bi-lingual


Introductions


The business card is considered an extension of that person –

take good care of it.

In The Workplace: Bowing


There are two types of bows in Japan:



• 1. A formal, deeper bow –

used in business



• 1. A formal, deeper bow

• 2. A more casual bow


Men –

Arms at your sides


Men –

Arms at your sides

Women –

Hands crossed below the stomach


Keep your back straight.

Break eye contact. Focus on the floor.

Pause. Don’t bob up and down.


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”.


However women in higher roles are now much more common.


Japanese businessmen now know must deal with foreign business

that they women.


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


In terms of dress, conservative attire is appropriate.



Starting Out


Communication

After Hours



- Hierarchy

- The concept of ‘face’

- Being humble

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



•



•

Customer Hierarchy –

The customer is god



•



•

Customer Hierarchy –

The customer is god Customer

/ お客様

Company


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.


‘Saving face’


•

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



‘Saving face’


•

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

• Berating someone in public



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


Showing modesty is a means of expressing respect

in Japan.



in Japan.

つまらない物ですが。。。

When giving a gift, Japanese will say….



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…


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


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.


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



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.



Starting Out


Communication

After Hours


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


Meetings are held regularly in Japan to establish group cohesiveness.

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

Meetings


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

or outcome.

Agenda?


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.


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


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


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


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


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.



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

This trust must be built over time.

In The Workplace: Negotiation


Firstly, the seating layout

in a business meeting offers strong hints on seniority.




Highest Ranked (Farthest from the door)




Highest Ranked (Farthest from the door)

Lowest Ranked (Closest to the Door)


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


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!)


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


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


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.


Japanese will sometimes choose implicit, nonverbal communication

over explicit,

verbal communication.


Expressing oneself nonverbally is considered more subtle

and

considerate.


But it means you must be able to ‘read’

your counterpart!

?


Come Here!

Examples –

Source: “70 Japanese Gestures”


Come Here!

Examples –


Shall we eat?


Come Here!

Examples –


Shall we eat?

Wait a moment



Starting Out


Communication

After Hours


After Hours

- Working Late

- The Concept of Dedication

- Nomunication

In The Workplace: Working Late


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


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? [email protected]

| www.fredtaylor.com.au

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