1Career andCommunication Skills
Improvement Information
Magazine for Foreigners

Vol.4
August2024

In this fourth issue of Smile Work, wewould like to tell you how to use polite
language (keigo) and telephone etiquette
in Japanese business.
Using polite language is important inbusiness to understand each other andbuild relationships.
When answering the phone, remember you
represent your company, so always bepolite and considerate.

Using the right words can help build trustwith your business partners. Here are four
key points about using polite language.

1. Use Cushion Words to show consideration
What are Cushion Words.
Cushion words are used to soften the message so it doesn’t sound harsh or unpleasant. This isespecially important in departments with a lot of communication.
Work is not always done alone. Sometimes you need to ask others for help in business, or decline
requests. Using cushion words can make these conversations smoother.
【E.g.】
・Osoreirimasuga, shoushou omachi itadakemasudeshouka.
(I'm sorry, but could you please wait a moment?)
・Otesuuokakeshimasuga, kochirani gokinyuu itadakemasudeshouka.
(I apologize for the trouble, but could you please fill this out?)・Oisogashiitokoro moushiwakegozaimasenga, shikyuu kakuninshite itadakemasudeshouka.
(I’m sorry to bother you when you’re busy, but could you please check this urgently?)
・Taihenmoushiwakegozaimasenga, kesseki saseteitadakimasu.
(I’m very sorry, but I will not be able to attend.)
・Kyoushukudehagozaimasuga, yorosikushiku onegai itashimasu.
(I’m very sorry to trouble you, but I appreciate your help.)

2. Always use polite language to people outside the company
Always use polite language when speaking with clients or customers.
This rule applies regardless of age, position, or business situation.
【E.g.】
・Wazawaza okoshiitadaki arigatougozaimasu.
(Thank you for coming all this way.)・Irasshaimase, goannaiitashimasu.
(Welcome, let me guide you.)2
3. Be careful of double polite language
Avoid using double polite language.
Double polite language occurs when you add extra polite expressions to words that are alreadypolite.
Although it may come from a desire to be very polite,
it can make the other person feel uncomfortable or strange.
【E.g.】
×：Goranninarareru.
○：Goranninaru.(You see it)
×：Haikenitashimashita.
○：Haikenshimashita.(I saw it)
×：Ossharareru.
○：Ossharu.(You said)
×：Oukagaiitashimasu.
○：Ukagaimasu.(I’ll visit you)

4. Correct language usage
Some words you might think are correct in business manners are actually incorrect.
Here are some common mistakes and their correct expressions.

Incorrect

Correct

Boku, Atashi, Jibun

Watashi, Watakushi

Anatanokaisha

Onsha, Kisha

Watashinokaisha

Heisha, Tousha

Sumimasen, Gomennasai

Moushiwakegozaimasen

Wakarimashita, Ryoukaidesu

Kashikomarimashita,
Shouchiitashimashita,Uketamawarimashita

Gokurousamadesu

Otsukaresamadesu

Naruhododesu

Ossharutooridesu

Tondemogozaimasen

Kyoushukunizonjimasu, Tondemonaikotodegozaimasu

Narubeku

Dekirudake, Dekirukagiri, Kanounakagiri, Soukyuuni

These are commonly used phrases in business,divided into within company and outside company use.
Check them out so you can put them into practice the right away.

3

1. When receiving a call
① Answer the phone immediately when it rings, do not let it ring more than three times.
(If it rings more than three times, start with “Thank you for waiting.”)② Always take notes on the conversation and confirm the details by repeating them back.
③ If you need to put the caller on hold, let them know first.
④ Wait for the caller to hang up before you quietly put down the receiver.
(In business calls, the caller should hang up first.)⑤ Deliver messages accurately and responsibly.
The first thing you say creates the “company's image.” Answer the phone brightly and cheerfully,
and avoid speaking too quickly. Introduce your company name and your name to reassure the caller.

2. When making a call
① Confirm the correct company name, department, position,and name of the person you are calling.
② Have the necessary documents, schedules, and notes ready at hand.
③ Organize the matters and communication.
④ Introduce your company and your name, along with a short greeting.
“Thank you for your continued support.”⑤ State your business concisely and start with the conclusion. If it's complicated, say,
“Please have a pen and paper ready.”⑥ If the person is unavailable, say, “I will call back later.”⑦ When leaving a message, keep it concise.
⑧ Pause for a moment before quietly putting down the receiver.

3. Handling phone calls (What to do in these situations)
There are various situations when it comes to handling phone calls.
Sometimes, you might not know the best way to respond.
What should you do in these cases?

① When the person being asked for is unavailable
・・・・

Apologize.
Explain why the person cannot come to the phone.
Offer to take a message and take notes.
Repeat the message to confirm, and always give your own name.

【E.g.】
・“〇〇degozaimasune, moushiwakegozaimasen. Tadaima gaishutsushiteorimashite 〇〇jinimodoruyoteidegozaimasu. Yoroshikereba, modorishidai kochirakara gorenraku saseteitadaki masu.”(〇〇 is unavailable at the moment. I apologize. They are out and are expected to return at〇〇 o'clock. If you'd like, we can contact you as soon as they return.）
・“Osoreirimasuga, nennotame odenwabangouwo choudai dekimasudeshouka.”(Could I have your phone number just in case?)② When you receive a wrong number call
・Always respond politely until the end.
・Verify the intended phone number.

4【E.g.】・Kochiraha XXXX-XXXX ban no ABC kabushikigaisha degozaimasu.
Otesuudesuga, odenwabangouwo gokakunin itadakemasudeshouka.
(This is ABC Corporation, phone number XXXX-XXXX.
Could you please confirm your intended phone number?)③ When the voice is hard to hear or the call gets disconnected
・Ask the caller to repeat.
・Repeat back what you heard.
・If the call gets disconnected, the caller should call back.
【E.g.】
・Osoreirimasuga, onamaewo mouichido onegaiitashimasu.
(I'm sorry, could I have your name again?)・Moushiwakegozaimasen, odenwaga shoushou tooiyoude gozaimasuga.
(I apologize, the connection seems a bit poor.)
・Osoreirimasuga, 〇〇samade irasshaimasuka.
(I'm sorry, are you〇〇?)・Sakihododenwaga kireteshimai, taihen shitsurei itashimashita.
(I apologize for the disconnection earlier.)・Sassokuokakenaoshi itadakimashite moushiwakegozaimasen.
(Thank you for calling back so quickly.)・Denpanojoutaiga waruiyoudesu. (okoega kikoenaiyoudesu.）
moushiwakegozaimasenga, odenwawo ichidokiraseteitadakimasu.
If the voice is not audible at all due to a mobile phone call,say “The signal seems to be bad. (I can't hear you.) I apologize,
but I will need to end the call now.”Then, hang up the receiver.

To create a comfortable working environment for foreigners, we have made the Fukushima Prefecture“Job Emergency Map’’.
This map shows organizations that can be consulted when you have problems in the workplace.
You can download the leaflet by scanning the QR code on the right⇒⇒⇒⇒⇒⇒⇒⇒⇒⇒⇒⇒⇒

If you have any comments or inquiries about this magazine,
please contact us using the QR code below.
QR codePublisher：NPO Fukushima Employment Support CenterP h o n e ：070-4419-8412
E - m a i l ：info@npo-fssc.org
Supported by：Social Welfare Corporation Central Community Chest of Japan
In cooperation with: Fukushima City International Friendship Association (Vietnamese)

Career and Communication Skills Improvement Information Magazine for Foreigners“Smile Work” cooperating organizations
Iwaki International Association, Aizuwakamatsu International Association, Minamisoma City Multicultural Center[SAKURA], Aizu Kitakata International Association, Shirakawa City International Association (Shirakawa City Planning
Policy Division), Fukushima City International Friendship Association (Office:Settlement and Exchange Division),
Fukushimaken Zaijyu Gaikokujin Sogo Shien Network, Nihonmatsu Kokusaikoryu Volunteer “Zakuzaku Netto”, Koriyama
International Exchange Association, Sukagawa Tabunka Kyosei Netto, Nihonmatsu Chikyu Shiminno Kai(Nihonnmatsu
City Hall, Secretarial Policy Devision), The Ministry of Health, Labour and Welfare (Fukushima Labor Bureau), Ministry ofJustice(Fukushima District Legal Affairs Bureau)