I once wrote about effective emailing tips for Japanese business people. Recently I came across two cases where two American emailed Japanese business people, CC-ing me as well. When I read the two email conversations, I decided that it was a perfect example of effective and ineffective emailing to Japanese business people.
I am going to exhibit the two cases as follows. People’s names and details are changed to protect their privacy.
---------------------------------------------------------------
Dear Toshiro Mifune-san:
I hope you survived your trip back to Seattle and are not too jet-lagged. It was nice to meet you & exchange stories last Friday.
I will be returning to the US for a brief visit during the week of March 24-28. I should be in the city at least one or two of those days and would love the opportunity to stop in and say hello. It would be good to see your studio & setup.
As I mentioned the other night, my niece is still looking for an internship where she can use her Japanese. If your company is interested in a temporary, unpaid intern for a few weeks, please let me know and we could set up an interview.
Get some rest and I look forward to seeing you when I return!
Best regards,
James Bond
---------------------------------------------------------------
This email conveys an amicable message to Toshiro Mifune-san. James doesn’t get to the point immediately. He addressed “Dear Toshiro Mifune-san”, followed by his concerns about Toshiro’s health and trip to the US. The main point appears in the third paragraph. Many Japanese feel comfortable with this style. In the last paragraph, James again shows his concern about Toshiro’s health. Japanese call it “Omoiyari”, which can be translated into “thoughtfulness” or “consideration”.
The second email goes as follows.
---------------------------------------------------------------
I have attached the file to this email. I will see you soon again as scheduled.
---------------------------------------------------------------
There are only two sentences. Perhaps for dynamic American business people, this will be highly succinct and successful email, getting rid of wasteful and unnecessary words. However, many Japanese feel uncomfortable with this style of writing. This person didn't address the email to the person, nor include a “Hello”
, “Hi”, or “Dear”. The message doesn’t end with “Sincerely”, “Regards”, “Best regards”, or anything; it is just the pertinent information. The writer has even left out his own name. He wrote only the two important messages for him and for the addressee, a Japanese businessperson. This might work well in the US, but for the Japanese, this style of writing could risk the relations with Japanese business counterparts because it is so impersonal. Further, since the Japanese don’t show negative responses in words, many American business people who stick to this "to-the-point" only writing style, don't understand why their Japanese business counterparts are not so eager to communicate with them. Establishing amicable relations, even in emails, will help you make stronger connections with your Japanese counterparts and get better, faster results
Cross culturally yours,
Shintaro
Thursday, May 1, 2008
Thursday, April 10, 2008
Decision-Making Process in Japanese Firms
Most Japanese companies have a decision-making system called “Ringisho”. It is a process of internal consensus for a future project. Ringisho is only issued when the person submitting it is sure of approval. It goes from the lower level up to the upper levels of management, gaining approval as it passes on to the next higher up, recording consensus through out the company. If there are X number of persons above the Ringisho issuer, all of X number of people will read and study the business proposal, and then each one gives their approval and passes it on to the next higher level. After approval has been collected from all the members of upper management and consensus is established within the company, the Ringisho is returned to the original issuer and then he or she can start taking charge of its business.
If such a business proposal is new to the issuer’s immediate boss and the other upper level personnel, no one will approve it because it is a new idea. Therefore, an employee will only issue a Ringisho if they are sure that it will meet with approval. Generally, Japanese business people are risk averse and so Japanese business people seldom take charge of new proposals if they are not 100% sure that it will be supported by their superiors.
The Japanese tend to be risk averse in business and their need for consensus tends to take time, which often frustrates Americans because it means slow reaction time in the decision-making process. Unlike American business people, who are authorized to make business decisions within their jurisdiction, Japanese business people work in groups and are not normally given the authorization to make decisions alone.
This risk averse nature comes from the Japanese fear of making mistakes. Trial and error is not allowed and so the Japanese take extra time and care to be sure of success from the start. In Japan, it is unacceptable to have any failures in ones career and so this makes Japanese business people weary of high risk, new business proposals. Therefore, getting approval from upper management takes much time and patience.
Under the circumstances, new business opportunities with Japanese firms seem to not go through. The question is, how does anyone get any business done in Japan? The same applies to Japanese and foreigners alike. Even among Japanese businesses, the same protocol applies. There is no exception. Japanese business people are not discriminating against non-Japanese business people. The main reason why American business people feel that there is a barrier built by the Japanese is because Japanese people normally find it difficult to do business with others whom haven't established good relations with yet.
For the Japanese, new business plans with new business associates is quite high risk and so establishing good relations cuts that risk down considerably. The key word when dealing with the Japanese is "patience". Establishing good relations and dealing with the risk averse, consensus-needing Japanese business world requires time and patience for success in new business proposals so be prepared to take your time, and enjoy strengthening your bonds with your Japanese counterparts because it will make your business go much more smoothly.
-Shintaro Tominaga
If such a business proposal is new to the issuer’s immediate boss and the other upper level personnel, no one will approve it because it is a new idea. Therefore, an employee will only issue a Ringisho if they are sure that it will meet with approval. Generally, Japanese business people are risk averse and so Japanese business people seldom take charge of new proposals if they are not 100% sure that it will be supported by their superiors.
The Japanese tend to be risk averse in business and their need for consensus tends to take time, which often frustrates Americans because it means slow reaction time in the decision-making process. Unlike American business people, who are authorized to make business decisions within their jurisdiction, Japanese business people work in groups and are not normally given the authorization to make decisions alone.
This risk averse nature comes from the Japanese fear of making mistakes. Trial and error is not allowed and so the Japanese take extra time and care to be sure of success from the start. In Japan, it is unacceptable to have any failures in ones career and so this makes Japanese business people weary of high risk, new business proposals. Therefore, getting approval from upper management takes much time and patience.
Under the circumstances, new business opportunities with Japanese firms seem to not go through. The question is, how does anyone get any business done in Japan? The same applies to Japanese and foreigners alike. Even among Japanese businesses, the same protocol applies. There is no exception. Japanese business people are not discriminating against non-Japanese business people. The main reason why American business people feel that there is a barrier built by the Japanese is because Japanese people normally find it difficult to do business with others whom haven't established good relations with yet.
For the Japanese, new business plans with new business associates is quite high risk and so establishing good relations cuts that risk down considerably. The key word when dealing with the Japanese is "patience". Establishing good relations and dealing with the risk averse, consensus-needing Japanese business world requires time and patience for success in new business proposals so be prepared to take your time, and enjoy strengthening your bonds with your Japanese counterparts because it will make your business go much more smoothly.
-Shintaro Tominaga
Business Manners and Etiquette in Japan
The manners and etiquette that are practiced by Japanese business people are based off Japanese traditional culture, especially from the Edo period (1600-1867). The Edo period was the heyday of the ruling class of the Samurai; characterized by feudalist economy and stringent class division and hierarchy. Thus, Japanese people adopted the greetings and mannerisms of the ruling class, the Samurai.
Probably the most famous Japanese greeting is the bow. When bowing, keep hands at your sides and bow from the waist, low enough to show the back of your neck. This shows the other party your sincerity and lack of hostility. Likewise, the other party will also bow, synchronizing with your movements. This ancient tradition has been passed down and its practice is continued in present-day Japan. Although American's are not expected to bow to Japanese people, doing so will delight Japanese people and make a good impression.
Another famous Japanese point of business etiquette is the exchange of business cards. For the Japanese, exchanging business cards is a necessary ritual to begin business discussions. When receiving business cards from the Japanese, one should place the cards neatly on the table without bending or shuffling the cards. If cards are bent or shuffled it appears to the Japanese that you are playing with their cards and thus disrespecting them. To avoid such miscommunications and poor first impressions, treat the exchange of business cards as a respectful ritual and handle business cards with care.
Quite often, not only in Japan but also in other Asian areas, there are people who do not feel comfortable making eye contact with westerners. Americans are advised to not take that negatively. Most Asians are not used to giving direct eye contact. According to Asian culture, staring at another's eyes is considered rude and an invasion of privacy. Of course, some Asians do not mind eye contact; it is probably because they have been well advised to expect it from Americans. Essentially, American's should not be offended or disturbed by a lack of eye contact, as it does not imply a lack of interest or focus from one's Asian counterpart but merely a cultural difference.
Establishing a rapport with one's Japanese counterparts is essential for productive discussions and negotiations. Quite often, American business people want to get straight to the point after introductions and the business card exchange ritual, which surprises their Japanese counterparts. Of course, the Japanese also want to discuss the core business agenda and issues, but only after they get to know you a little better. It is quite common for the Japanese to talk about irrelevant topics before getting the point, which may frustrate Americans because it takes time to get to the serious business discussions. Doing so will put one's Japanese counterparts at ease by establishing a rapport, which is an important factor in successful business with the Japanese.
By spending time establishing a rapport, the Japanese are better able to read "kuuki", which translates to atmosphere (directly translated: "air") that the Japanese are constantly trying to gauge and feel. If a Japanese person jumps straight to the point without much discussion of irrelevant topics, they are usually perceived as someone who cannot read "kuuki". If a Japanese person cannot read "kuuki", they are not well respected in Japan because they are deaf to this integral and subtle component of Japanese cultural protocol.
-Shintaro Tominaga
Probably the most famous Japanese greeting is the bow. When bowing, keep hands at your sides and bow from the waist, low enough to show the back of your neck. This shows the other party your sincerity and lack of hostility. Likewise, the other party will also bow, synchronizing with your movements. This ancient tradition has been passed down and its practice is continued in present-day Japan. Although American's are not expected to bow to Japanese people, doing so will delight Japanese people and make a good impression.
Another famous Japanese point of business etiquette is the exchange of business cards. For the Japanese, exchanging business cards is a necessary ritual to begin business discussions. When receiving business cards from the Japanese, one should place the cards neatly on the table without bending or shuffling the cards. If cards are bent or shuffled it appears to the Japanese that you are playing with their cards and thus disrespecting them. To avoid such miscommunications and poor first impressions, treat the exchange of business cards as a respectful ritual and handle business cards with care.
Quite often, not only in Japan but also in other Asian areas, there are people who do not feel comfortable making eye contact with westerners. Americans are advised to not take that negatively. Most Asians are not used to giving direct eye contact. According to Asian culture, staring at another's eyes is considered rude and an invasion of privacy. Of course, some Asians do not mind eye contact; it is probably because they have been well advised to expect it from Americans. Essentially, American's should not be offended or disturbed by a lack of eye contact, as it does not imply a lack of interest or focus from one's Asian counterpart but merely a cultural difference.
Establishing a rapport with one's Japanese counterparts is essential for productive discussions and negotiations. Quite often, American business people want to get straight to the point after introductions and the business card exchange ritual, which surprises their Japanese counterparts. Of course, the Japanese also want to discuss the core business agenda and issues, but only after they get to know you a little better. It is quite common for the Japanese to talk about irrelevant topics before getting the point, which may frustrate Americans because it takes time to get to the serious business discussions. Doing so will put one's Japanese counterparts at ease by establishing a rapport, which is an important factor in successful business with the Japanese.
By spending time establishing a rapport, the Japanese are better able to read "kuuki", which translates to atmosphere (directly translated: "air") that the Japanese are constantly trying to gauge and feel. If a Japanese person jumps straight to the point without much discussion of irrelevant topics, they are usually perceived as someone who cannot read "kuuki". If a Japanese person cannot read "kuuki", they are not well respected in Japan because they are deaf to this integral and subtle component of Japanese cultural protocol.
-Shintaro Tominaga
Effective Presentation to the Japanese
The Japanese education system through primary school to university is based on stiff Confucianism or dictatorship, so this puts the teacher in a position that demands a high level of respect from students. There are a couple of ways for students to demonstrate their respect for the teacher. One is that students are required to listen carefully and silently to the teacher’s explanations during class, with no interruptions. We do not have an interactive education system in Japan; the teacher completely controls how the class is conducted. Naturally, this molds the attitude of Japanese students into one of passive attention. This attitude stays rooted in the mind of Japanese people even after they receive higher education in Japan.
As a result, Japanese people tend to be quiet during American business presentations because they do not want to disturb the presenter with questions and comments, reflecting their immersion in the Japanese education system. ‘Shooting’ questions to teachers during lessons is not encouraged in Japan, because doing so is considered rather rude to the teachers. Often, American presenters take on the teacher-role in the Japanese perception, and thus the Japanese are actually showing their respect to the presenter by assuming a silent demeanor.
Further, Japanese feel awkward and tense if a presenter asks them questions, because in the Japanese education system, students are required to answer any questions from a teacher correctly on the first attempt. If a student can’t answer questions properly, the student feels very embarrassed or ashamed. Many students seek to avoid such these awkward moments. Even if an American presenter asks casually if anyone in the audience has additional information, Japanese participants may not respond quickly to such a question, because they want to see how the other audience members react. They don’t want to be first to answer and feel conspicuous and pressured. Most Japanese want to create a harmonious atmosphere for presentations, while American presenters expect active and spontaneous responses from Japanese participants.
Therefore, American business people should be advised to not be surprised or shocked by the silent demeanor of Japanese participants at a presentation. Japanese listen carefully and silently according to the Japanese habit of respect. If you want to know whether Japanese are satisfied with the presentation, try finding out after the presentation is over in an amicable atmosphere. Take the initiative and ask for feedback or thoughts, because they are less likely to approach you with these things. Because the presenter is similar to the teacher in the Japanese mind, even constructive criticism or questioning could be seen as a lack of respect in Japan.
As a result, Japanese people tend to be quiet during American business presentations because they do not want to disturb the presenter with questions and comments, reflecting their immersion in the Japanese education system. ‘Shooting’ questions to teachers during lessons is not encouraged in Japan, because doing so is considered rather rude to the teachers. Often, American presenters take on the teacher-role in the Japanese perception, and thus the Japanese are actually showing their respect to the presenter by assuming a silent demeanor.
Further, Japanese feel awkward and tense if a presenter asks them questions, because in the Japanese education system, students are required to answer any questions from a teacher correctly on the first attempt. If a student can’t answer questions properly, the student feels very embarrassed or ashamed. Many students seek to avoid such these awkward moments. Even if an American presenter asks casually if anyone in the audience has additional information, Japanese participants may not respond quickly to such a question, because they want to see how the other audience members react. They don’t want to be first to answer and feel conspicuous and pressured. Most Japanese want to create a harmonious atmosphere for presentations, while American presenters expect active and spontaneous responses from Japanese participants.
Therefore, American business people should be advised to not be surprised or shocked by the silent demeanor of Japanese participants at a presentation. Japanese listen carefully and silently according to the Japanese habit of respect. If you want to know whether Japanese are satisfied with the presentation, try finding out after the presentation is over in an amicable atmosphere. Take the initiative and ask for feedback or thoughts, because they are less likely to approach you with these things. Because the presenter is similar to the teacher in the Japanese mind, even constructive criticism or questioning could be seen as a lack of respect in Japan.
Tips for Effective Emailing with Japanese Businesspeople
Japanese people are fond of beginning email and letters with words of greeting, followed by topics that are irrelevant to the main point of the correspondence. Common irrelevant topics include the beauty of the season, the weather, and concerns for the recipient's health. In Japanese business culture, writing email and letters is a delicate process of etiquette and social warmth. On the other hand, many American's tend to focus on the specific business points, as well as often omitting titles such as; Mr., Mrs., or Miss before the recipient's name.
The following is an example of a business email exchange between an American businessperson and a Japanese businessperson:
American:
-------------------------------------------------------------------------------
Shintaro,
I want to see you around noon tomorrow at La Quinta Hotel, where you are staying, in order to discuss our future business.
Please let me know if it is convenient for you.
James
-------------------------------------------------------------------------------
A typical Japanese businessperson may respond to this email as follows:
-------------------------------------------------------------------------------
Dear James-san,
I thank you very much for your email, which I received this evening when I returned to the hotel. I am really enjoying my stay here in Portland. Thanks to your help, I am gaining confidence to develop business together with your company. I am also very thankful to your company staff members, who have been very kind to me.
With regard to the meeting with you around noon at my hotel, I will be pleased to let you know that I will be available to see you as per your suggestion in your email. I do look forward to seeing you tomorrow. Please drive carefully on the way to my hotel.
Sincerely yours,
Shintaro Tominaga
-------------------------------------------------------------------------------
This example shows the difference in writing styles between the two business cultures. The Japanese's friendly and emotionally expressive writing style is customary and desirable to create familiar and comfortable business dealings. Japanese need to create and maintain amicable relations before doing business with others, irrespective of nationality.
It is to be expected that Japanese and Americans will communicate differently in written correspondences and therefore, each side should practice patience when dealing with diverse writing styles and make efforts to be as clear as possible.
Subscribe to:
Posts (Atom)