Apology in Japanese Business Communication: Its Functions and Impacts in the Eyes of Japanese “Salarymen”

Abstract

Objectives: This research investigated various workplace scenarios of Japanese apologies, aiming to observe the following aspects of apology: (1) What purpose does apology serve in the Japanese business setting; (2) What influences the Japanese office workers in using certain form of apology; (3) What determines the effectiveness of apology. Methods: Semi-structured phone interviews were carried out with 33 Japanese office workers to collect relevant data. All the phone interviews were recorded and analyzed using qualitative content analysis. Results: Results indicated that the main purposes of apology in Japanese business setting include “to be polite,” “to seek forgiveness,” “to forge ties,” “to take responsibility,” “to rebuild trust,” and “to show gratitude and indebtedness.” The forms of apology used by Japanese office workers were strongly influenced by Japanese cultures, which include <italic>Honne to Tatemae, Kenkyo</italic>, and <italic>Shudan Ishiki</italic>. Results showed that factors for an effective apology in Japanese business setting include <italic>sunao</italic>, severity of the offense, existence of preceding offense, interpersonal relationships, and power distance. Conclusions: In the Japanese business setting, the purposes of apology, form of apology, and effectiveness of apology were influenced by several linguistic, social, and cultural factors.