How to Use Keigo Differently in Internal and External Business Settings

– Mastering the Subtle Art of Polite Japanese in the Workplace

Keigo (敬語), or honorific Japanese, is often considered one of the most challenging aspects of the language—especially in the business world.

To make matters even more complex, the way you use keigo changes depending on whether you’re speaking to someone inside or outside your company. A phrase like “Mr. Tanaka has arrived” might be said differently depending on who you're speaking to: your colleague or a client.

In this article, we’ll break down how to distinguish between internal and external usage of keigo and provide real examples to help you avoid common mistakes. If you're a foreigner working in Japan or a native speaker looking to polish your keigo, this guide is for you.

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1. Keigo Basics: Respectful, Humble, and Polite Language

There are three main types of keigo:

Type	Purpose	Example
Respectful	To elevate the actions of others	社長がお話しになります (The president speaks)
Humble	To humble your own actions	ご説明いたします (I will explain)
Polite	To make a sentence sound polite	ありがとうございます (Thank you)

Understanding these types is essential, but the real challenge lies in who you’re speaking to and what role they play.

2. When Speaking to Clients or External Partners

Who are considered external?

• Clients

• Vendors and suppliers

• Job interviewers

• Guest speakers

• Employees of other companies

How should you speak to them?

Golden rule:

• Use respectful language for their actions

• Use humble language for your own or your company’s actions

Example 1:

✕ “Our department head is out now.”→ This is casual and doesn’t use honorifics properly when speaking to someone outside the company.

〇 “Our manager is currently out of the office.”→ Even though the person is your superior, in business Japanese, internal members are considered part of the “in-group” and should be referred to humbly.

Example 2:

✕ “I saw the documents your company sent.”→ Using “I saw” in humble form (拝見しました) is correct, but failing to honor the client’s action (sending) is not.

〇 “Thank you for sending the documents. I have reviewed them.”→ Respecting the client's action while humbling your own is the proper balance.

3. When Speaking Within Your Company

How to speak internally?

General rules:

• Use light respectful or polite forms with your supervisor

• Use plain or slightly polite language with colleagues

• Be clear but courteous with subordinates

Overusing keigo inside the company can come across as stiff or distant.

Example 1:

✕ “〇〇-sama has arrived.”→ Using overly formal language about a guest when speaking internally may feel unnatural.

〇 “Mr./Ms. 〇〇 is here.”→ This keeps the tone respectful but natural.

Example 2:

✕ “Could I humbly request that you review the materials?”→ Too formal for everyday conversations with colleagues.

〇 “Can you check the materials?” (casual)〇 “Would you mind reviewing these?” (polite but not overly formal)

4. Common Mistakes and Misunderstandings

"Onsha" vs. "Kisha"

• Use “Onsha” (御社) in spoken Japanese

• Use “Kisha” (貴社) in written business documents

Avoid using casual phrases like “your company” (おたく) which may sound too informal or rude.

5. Scene-Based Keigo Examples: Phone, Email, Customer Service

Scene	External Communication	Internal Communication
Phone	“Is this Mr. Tanaka from ABC Co.?”	“Mr. Tanaka from ABC called.”
Email	“Thank you for your continued support...”	“Hi, this is Tanaka from Marketing.”
Service	“May I kindly ask you to wait a moment?”	“Please wait a second” (depends on tone)

6. Tips for Foreign Professionals Learning Keigo

Focus on relationships, not just politeness

Keigo is not simply about being polite. It’s about showing respect based on relationship and hierarchy. That means you’ll need to judge your language based on social context, not just grammar.

Practical ways to learn:

• Record and review actual conversations

• Study real email templates used in Japanese companies

• Mimic your Japanese colleagues' language style

• Use online keigo checkers before sending emails

Conclusion: Keigo Reflects the Distance Between People

Keigo is more than just honorifics—it’s a tool to manage professional distance and relationships in Japanese business culture.

Use respectful language for clients and humble expressions for your company’s actions. Internally, keep things polite but don’t overdo it.

Mastering keigo will not only boost your communication skills, but it will also earn you respect as a thoughtful, culturally aware professional in Japan.