You learned ですます form years ago. You can read novels, follow meetings, hold a conversation without translating in your head. Then a real business email lands in your inbox, opening with お世話になっております and closing with ご査収のほどよろしくお願いいたします, and you realize the polite Japanese you studied was the entry point, not the destination.
That gap has a name: business Japanese keigo. I grew up inside this system, and I still remember being drilled on it during my first 新入社員 training, because even Japanese people are not born knowing which humble verb to use on the phone. So if keigo feels like a second language stacked on top of the one you are already learning, that is an accurate read of the situation.
This post is a deep dive into how keigo actually works across business contexts: emails, phone calls, meetings, and the moments in between. It assumes you are an intermediate Japanese learner who already knows ですます form. We will cover the classroom model, the official five-category model most English guides skip, and a practical way to make the set phrases stick.
Keigo (敬語) is the Japanese system of honorific language: a set of vocabulary and grammatical structures that express respect, humility, and social distance. In business Japanese, keigo is the default register for anyone outside your company and for senior people inside it. It is not decoration. Japanese business culture treats keigo as a baseline professional skill, the same way punctuality and business card manners are, and using it well signals that you understand how the business world here operates.
The classroom model divides keigo into three main types: teineigo (polite language), sonkeigo (respectful language), and kenjougo (humble language). That model is a good map. The official guideline goes further, and we will get to that, but the three types are where every learner should start.
Teineigo (丁寧語): the polite style of です, ます, ございます, and いたします
Teineigo is the standard polite form, built on です and ます. It shows respect to the listener without saying anything about hierarchy, which makes it the safe register for strangers, colleagues you do not know well, and most of daily life. If you have studied Japanese formally, this is the form you already use.
In business settings, teineigo gets an upgrade through a handful of common verbs. です becomes でございます, あります becomes ございます, します becomes いたします. When a department store announcer says 五階でございます, that is teineigo dressed for work. These swaps are small, but they are the texture that makes Japanese business communication sound like business.
Sonkeigo (尊敬語): respectful Japanese verb replacements for other people's actions
Sonkeigo elevates the person you are talking to or about. It describes the actions of clients, customers, and senior people, and it is never used to describe your own actions. Some sonkeigo is grammatical (the お読みになる pattern, or the passive-looking 読まれる), and some replaces the verb entirely: 行く and 来る become いらっしゃる, 言う becomes おっしゃる, 食べる becomes 召し上がる, する becomes なさる.
The replacement verbs are the high-frequency core. A useful habit is to treat each one as its own vocabulary item rather than a transformation of the plain form, because that is how they behave in real sentences.
Kenjougo (謙譲語): humble forms for your own actions
Kenjougo is the mirror image. It lowers your own actions, and by extension your own company, to show respect to the other side. 行く becomes 伺う or 参る, 言う becomes 申す or 申し上げる, 知っている becomes 存じております, もらう becomes いただく.
Getting the direction right is the single most important mechanic in keigo. Using the humble version of a verb for a client's actions, or a respectful form for your own, reverses the intended respect. When in doubt, ask one question: whose action is this sentence about? Other person's action, sonkeigo. My action, kenjougo. Everything else is vocabulary.
The official five categories, and why 美化語 matters
Here is the part most English-language guides leave out. The Japanese government's own keigo guideline, 敬語の指針, published by the Agency for Cultural Affairs in 2007, does not use the three-type model. It defines five categories: 尊敬語, 謙譲語Ⅰ, 謙譲語Ⅱ (also called 丁重語), 丁寧語, and 美化語.
Two distinctions in that model are practical, not academic. First, the guideline splits humble language in two: 謙譲語Ⅰ directs humility toward the person your action affects (申し上げる, when you say something to them), while 謙譲語Ⅱ is courtesy toward the listener (申す, as in 田中と申します on the phone, where no one is being acted upon). Second, 美化語 covers the beautifying prefixes お and ご, which polish a word without pointing respect at anyone: お茶, ご飯, お金. Using honorific prefixes like お (o-) and ご (go-) is common in business writing and speech, from ご連絡いたします to お見積もり. As a rule of thumb, お attaches to words of Japanese origin and ご to words of Chinese origin (ご連絡, ご確認), though exceptions like お電話 exist and the only reliable teacher is exposure.
If you internalize the five-category model, the cases that feel contradictory under the three-type model mostly stop being contradictory.
Keigo runs on the distinction between うち (in-group) and そと (out-group), and this is where Japanese workplace culture differs most from what learners expect. Hierarchy is not absolute; it is relative to who is in the room.
Inside your company, your 部長 is above you, so you use sonkeigo about their actions. But when you speak to a client, your entire company becomes the in-group, and you describe your own boss in humble language, without even a さん: 田中は本日席を外しております. Demoting your own boss to raise the client feels wrong the first ten times. It is correct.
The same rule decides greetings. お疲れ様です acknowledges hard work between colleagues, inside the group. To a client, the correct greeting is お世話になっております. Mixing those two is one of the most common mistakes I hear from non-native speakers in Japanese companies, and it is worth drilling until the choice is automatic.
The in-group logic also explains why the word for "company" changes based on ownership: 弊社 for my company (humble), 御社 for yours in speech, 貴社 in writing. Keigo also does softening work here. Japanese business manners avoid direct confrontation, and keigo supplies the cushioning: difficult requests arrive wrapped in 恐れ入りますが and お手数をおかけしますが rather than stated flat.
Business emails are the most formulaic keigo context, which is good news: formulas can be learned.
お世話になっております and お世話になります: the openers
A standard external email opens with the company and name of the recipient, then お世話になっております, which translates loosely as "thank you for your continued support" and functions as the email handshake. First contact swaps in お世話になります. Both openers express gratitude in business: お世話になります thanks the other side for a relationship that is starting, while お世話になっております thanks them for one that continues. The closing is よろしくお願いいたします, the all-purpose "best regards" of Japanese business writing, often upgraded to 何卒よろしくお願い申し上げます when the stakes are higher.
いたします, いたしました, いただけますでしょうか: the verbs that carry the body
Between those bookends, the verbs do the work: いたします for what you will do, いたしました for what you did, いただけますでしょうか for what you are asking, ございます for what exists. Business emails also require precise subject lines and correct kanji usage: write 【お見積りの件】rather than お願い, and proofread the 変換 candidates, because a wrong kanji conversion reads as carelessness in a way a typo in English does not.
させていただきます: a very polite way to overdo it
One verb deserves a caution flag: させていただきます. It is everywhere, and it is overused. The 敬語の指針 itself notes it fits best when your action involves the other person's permission or benefit. 欠席させていただきます works; for routine actions, plain いたします is cleaner and reads as better Japanese.
My husband, who co-builds immit with me, spent his first month of Japanese client email assembling each message like a bomb-disposal exercise: find a real email, identify the fixed phrases, swap the variable parts. He now says that was the right method. Business email keigo is closer to learning chess openings than to learning grammar.
Phone calls: the essential Japanese of the first ten seconds
Phone calls compress all of the above into ten seconds with no body language. You answer with はい、株式会社◯◯でございます, introduce yourself with ◯◯と申します (謙譲語Ⅱ, note, since the introducing affects no one), and confirm requests with かしこまりました or 承知いたしました instead of わかりました. The set is small; the speed is the hard part.
Meetings and the Japanese culture around business cards and seating
Meetings layer keigo onto physical etiquette. Japanese greetings at a first meeting run through the business card exchange: cards offered and received with both hands, read before being put away, treated as the person's face rather than as paper. Seating follows rank, with the highest-ranking person sitting furthest from the door. Punctuality means arriving five to ten minutes early, and in practice "on time" already means late. None of this is language, but it is the frame the language lives in, and showing respect through keigo while ignoring the seating order sends a mixed message.
The job interview: where Japanese language skills are on display
A job interview is the highest-stakes keigo context most learners face. The register is full sonkeigo and kenjougo throughout: 御社 for the company, 拝見しました for what you read, 伺いたいのですが for what you want to ask. Interviewers at traditional Japanese companies read keigo control as a proxy for client-readiness, so this is the one context where I recommend rehearsing out loud.
Keigo is not maximal politeness at all times; it is calibration. Casual Japanese, the plain form world of 行く and 食べる, is correct between peers, and overusing keigo with people who have offered you closeness creates distance where none was wanted. In traditional companies the line is simple: keigo upward and outward, タメ口 (casual peer speech) sideways once invited. Tech startups often flatten this, running mostly on light teineigo even with seniors, while customer-facing industries hold the formal line. Read the room before you read the textbook.
The dictionary form also has official jobs: written reports and internal documentation often use である style, and casual conversation with close colleagues after hours runs fully casual. Knowing when to come down a register is as much a part of mastering business Japanese as knowing when to go up.
Here is the retention problem. Keigo lives in set phrases and replacement verbs, and one exposure to 承知いたしました in a blog post does not survive until the moment you need it on a call. What works, in my experience on both the native and the dictionary-building side, is repeated contact with real business Japanese: actual emails, corporate announcements, business news, the genuine article rather than example sentences written for learners.
That is the loop immit was built for. It is a popup Japanese dictionary with built-in FSRS spaced repetition, shipped as a Chrome extension (the desktop app for Mac, Windows, and Linux is optional). While you read business Japanese on the web, you hover a word like 承知する or 伺う and get the reading, part of speech, definition, an example sentence, and audio. The JP-JP monolingual mode is especially useful for keigo, because Japanese definitions explain nuance between near-synonyms in a way bilingual glosses flatten. One click saves the word with the sentence it came from, and the built-in FSRS schedules the reviews. No account needed, and lookup, save, and review are all free. If you want to try the loop on the next Japanese business article you read, add the extension (free, no account).
One honest scope note: immit looks up words, including the keigo replacement verbs, which are dictionary headwords in their own right. It does not label entries by formality, and heavily inflected honorific constructions still lean on the grammar you have built in this post. The judgment stays yours; the vocabulary retention is what the tool takes off your plate.
A workflow that works well: pick one real business email or article per day, save every set phrase you would not have produced yourself, and let the reviews accumulate. Keigo competence is a vocabulary problem wearing a grammar costume, and vocabulary problems respond to spaced repetition.
Keigo is the Japanese system of honorific language, covering respectful, humble, and polite forms. In business Japanese it is the default register for clients, customers, and senior colleagues, expressed through specific vocabulary (いらっしゃる, 伺う, いたします) and set phrases used in emails, phone calls, and meetings.
What are the three types of keigo, and what does the five-category model add?
The three classroom types are sonkeigo (respectful), kenjougo (humble), and teineigo (polite). The official 2007 敬語の指針 guideline defines five categories, splitting humble language into 謙譲語Ⅰ and 謙譲語Ⅱ (丁重語) and adding 美化語, the beautifying お and ご prefixes.
How do you start a business email in Japanese?
External business emails open with the recipient's company and name, followed by お世話になっております ("thank you for your continued support"). For a first contact, use お世話になります instead. Internal emails to colleagues typically open with お疲れ様です.
What is the difference between sonkeigo and kenjougo?
Direction. Sonkeigo elevates the other person's actions and is never used about yourself. Kenjougo lowers your own actions, and your own company's, to show respect to the other side. The same plain verb takes different replacements: 行く becomes いらっしゃる (sonkeigo) or 伺う (kenjougo).
Can you say お疲れ様です to a client?
No. お疲れ様です acknowledges effort between colleagues, inside the in-group. To a client or anyone outside your company, the standard greeting is お世話になっております. The in-group versus out-group distinction decides which greeting applies, not the time of day or the medium.
What does よろしくお願いいたします actually mean in business?
It expresses appreciation in advance and goodwill toward continued cooperation, functioning like "best regards" as an email closer and like "I look forward to working with you" in introductions. The humble いたします version is standard in business; 何卒よろしくお願い申し上げます raises the formality further.
Do foreign professionals need business Japanese skills to work in Japan?
For client-facing and traditional corporate roles, yes; keigo control is read as professional competence. Japanese companies generally extend patience to non-native speakers, and a sincere ですます base with the core set phrases covers most early situations. Startups and international teams often run on lighter registers.
What is the best way to learn Japanese business keigo phrases?
Through repeated exposure in real contexts rather than memorizing lists. Read actual business Japanese (emails, corporate news), look up each set phrase as you meet it, and review on a spaced schedule. A lookup-and-save tool like immit keeps the loop in one place: hover, save, review with the built-in FSRS.
Keigo across business contexts is learnable the way the rest of Japanese was learnable: a clear model, real input, and a system for keeping what you meet. Start with the three types, upgrade to the five categories when the edge cases appear, and let the set phrases come from real emails rather than lists. For the keigo basics themselves, our introduction to 敬語 for intermediate learners covers the foundations this post builds on. And when you sit down with your next piece of real business Japanese, immit is the fastest way to make sure the words you look up stay looked up.
