When my wife and I saw “Lost in Translation,” she liked the movie, but didn’t like seeing it with me.  Now that’s not usually the case, I might add.  It’s just that I seemed to find parts of it funny (and laughed out loud) when no one else did.  A little nudge from her elbow suggesting I was out of sync with the rest of the audience made me wonder if perhaps I had more first-hand experience working directly with the Japanese than those around us.  Surely, they would have been laughing with me otherwise!

My reaction to the film was based on my many years of experience working with the Japanese - and the cultural divide that I’ve seen many Americans struggle with as they attempt to negotiate business deals in a culture so very different from our own.

This article offers advice to anyone who finds themselves doing business with the Japanese.  It is based solely on my experience - interacting with and working with Japanese off and on for almost twenty years.  Nothing in this article should be taken as absolute - it is based on my opinion alone - but hopefully it will provide a guide for those of you who are planning your first business trip to Japan.

When “Yes” Doesn’t Necessarily Mean “Yes”

Whether you’re in Japan or in the U.S., it’s far more common for the Japanese to speak English than it is for Americans to speak Japanese.  Because of this, most meetings and pretty much all written and verbal communications are conducted in English.  Give respect to your Japanese colleagues who are doing you a favor by speaking in your language - not theirs.

While a Japanese person speaking English may speak (or write) in what would be considered grammatically incorrect English, the American involved should listen very carefully - which generally results in understanding.  I’ve never had a problem asking a Japanese business associate to repeat something for me.  Often, I’ll “parrot back” to them what I’ve heard and then confirm it with them to make sure I “got it.”

In a Japanese-only conversation, silence is very common, something that seems to make Americans uncomfortable.  Add to that that your Japanese colleague is processing what he’s going to say from Japanese to English, and the period of silence can feel like an eternity.  As Americans, we need to “force” ourselves to understand and accept this silence as simply a part of the meeting and just another way of doing business.

One nuance I’ve observed is with the word “yes.” In talking with the Japanese, you’ll find they may nod their head or actually say “yes” in response to your question or statement. Do not interpret either of these two actions as necessarily meaning that the individual agrees with you - because frequently“yes” means “I hear you” --- not, “yes, I agree to the terms and conditions you just described.” A good habit to form early on is to explicitly ask the question, “do you understand?” regularly - a “yes” is then in response to this question.

Just like spoken English, written English by a native Japanese speaker may also be grammatically incorrect, which could lead you to incorrect assumptions if you don’t pay close attention.  A detailed review of the written document usually uncovers the writer’s meaning.  I’ve learned over the years that it is really important to constantly ask for clarification.

In one situation a few years ago, no matter how many times I asked for clarification, I could not understand the writer’s meaning.  In that case, I asked that the original document (written in Japanese) be sent to me.  I then met with a local native Japanese speaker, and he explained the document to me.  As a service to my team, I rewrote the English document - based on my local colleague’s explanation of the original Japanese version.  The Japanese author of the document was not offended by this at all - he actually appreciated the effort I put in and (most importantly to him) the end result.

The Japanese vs. American Work Ethic

The average Japanese businessperson works much longer hours than the average American.  Frankly, they are often exhausted at the end of the day.  This is exacerbated when they are living in the U.S. and “reporting” to Japan, which results in many late nights due to the time difference.  Not surprisingly, it’s even worse when they are visiting the U.S. from home.  If you spot a Japanese colleague dozing off during one of your meetings, don’t be offended.  Take pity on him that he was awake at 3 a.m. talking to his boss while you were deep in R.E.M. sleep!

These work hours can often impact a negotiation between Americans and Japanese.  I’ve seen many situations where the Japanese person’s technique is to strongly maintain their opinion and position, and simply wait for the American to give up - perhaps because the American simply wants to end their work day.  As an American, if there is an outcome that you desire (or need) and feel strongly about, be prepared to discuss it for much longer than you would have to in an American-only discussion.  Recognize that the negotiation might sound to you like a “broken record.” (By the way, avoid using phrases like “broken record” when talking with a Japanese - always stay as literal as possible).

Understanding the Workplace Protocol

In general, Americans are comfortable questioning their management and providing input to them.  However, Japanese are the complete opposite of this and tend to accept the instructions given to them by their management.  Not understanding this nuance of their culture, Americans often consider Japanese “yes men.” This difference becomes especially apparent on joint project teams, where the Japanese will be concerned with Americans who question instructions from management, instead of simply executing what they have been told to do.  I’ve seen Americans “excused” from project teams if they questioned too much.

To most Americans a business card is, well, nothing more than a business card.  Watching Japanese exchange business cards is like watching an elaborate ceremony.  The way the cards are handled and presented, the pleasantries exchanged, the bowing and the review of the card received is all defined by Japanese culture.  In general, Japanese don’t expect Americans to follow the same ritual, but when exchanging cards, be sure to read the card you receive - not doing so is considered insulting.  If you expect to be meeting frequently with the Japanese, have your cards printed the way they do - one side in English and the other in Japanese.

Chopsticks Anyone?

Although western foods have grown increasingly common in Japan, and Japanese foods have grown more common in the U.S., food is often an issue for Americans traveling to Japan, but I have not observed the reverse to be true. Japanese traveling to America seem much more comfortable and accommodating trying burgers and fries than we do in trying seaweed and foods we don’t recognize. So my next piece of advice is: Don’t insult your hosts by not trying the local cuisine.

Many years ago, I joined a joint American/Japanese project team.  The project was being managed by our Japanese colleagues in Japan, and the American team traveled there regularly to work with them.  The team members were not getting along well, and I was tasked with improving the team dynamics.  I flew to Japan to meet with the project manager, who had arranged lunch for our meeting.

During the meeting, when lunch was served and I began to eat (although I did not, and still don’t know what I was eating), he fell silent as he watched me intensely.  He fully expected me to be squeamish about the meal - and asked if I was concerned with what I was eating.  Having been aware that this might happen, I replied “If it’s good enough for you to eat, then it’s good enough for me!” He was genuinely surprised and delighted by my receptivity, I established goodwill and we made better progress from that point forward.

A few years later, I attended a farewell dinner for one of my colleagues returning home to Japan.  I was seated next to a Japanese executive who overtly tested my ability to use chopsticks.  When he saw that I chose to use chopsticks over a fork and knife, he immediately stopped eating (and because he was the senior executive at the table, everyone else stopped eating too), leaned over, and asked me to demonstrate my ability to use them by lifting up the food from my plate.  This enhanced my credibility with him when I passed the test!

Summary

In closing, it is important to recognize that many of these Japanese customs and cultural norms are changing because of the country’s exposure to external influences, such as the internet, U.S. education and media. I’ve spoken with a number of young Japanese who say they don’t plan to work for one company for their entire career, who enjoy non-Japanese food, who don’t want to work the long hours that have traditionally been expected of anyone in the work force.

While following my advice may not save you from eating boiled squid or seaweed, it may help you establish rapport with Japanese associates, and rapport is the foundation for many successful business deals.