Top Japanese Keigo Mistakes to Avoid

You don't need to know the ins and outs of keigo grammar construction to improve how you sound, starting from today.

Master these 5 keigo mistakes to avoid, and you will make a better impression the next time you interact with your Japanese clients. 

But first we start with a quick primer on the 3 categories inside of Japanese keigo.

Japanese keigo explained: The 3 types of honorific language

Keigo (敬語) is the Japanese system of honorific speech used to show politeness, respect, and social hierarchy. It is an essential part of Japanese communication and is widely used in business settings, customer service, and formal situations.

Unlike English, where politeness is often expressed through tone or word choice, Japanese changes verb forms, vocabulary, and sentence structure depending on the relationship between the speaker and the listener.

Japanese keigo is typically divided into three categories:

For example, the simple verb “to see” (見る) changes depending on the level of politeness:

In professional settings in Japan—especially when speaking with clients, customers, or superiors—using the correct level of keigo shows respect and professionalism.

Polite language 丁寧語 = teineigo

The meaning of teineigo is polite language. Polite or courteous language in Japanese is typified by ending verb forms with ます and sentences ending with です.

This polite style or polite form is what is taught in grammar books to non native speakers and those just beginning their Japanese studies.

Respectful language 尊敬語 = sonkeigo

The meaning of kensongo is respectful language and it's the honorific form of the Japanese language. It's used to address one's superiors in age or rank or customers.

Respectful language (words, verb forms, and honorific prefixes) should never be used to refer to oneself.

Humble language 謙譲語 = kenjougo

The meaning of kenjyougo in Japanese is humble language. Kenjyougo substitutes verb forms with humble words/humble forms, or it affixes humble prefixes to the verb form. For example, by adding "o" in front of certain verbs.

Humble form is used in conjunction with respectful form.

Note: Context is everything when it comes to when and how to use polite language. The scenarios that follow are within the context of a business-client relationship. 

Top keigo mistakes to avoid

Mistake 1. When you want to confirm you understand what your client has said

🗙了解しました。 = ryoukai shimashita

🗙わかりました 。= wakarimashita

“I understand” is the English translation for the phrases above, which are perfectly acceptable in situations where you are not talking with a client or a superior. 

However, when talking with a client, customer, business colleague, or a superior, here are the polite ways of saying you understand what the other is saying: 

✔️承知いたしました。= shōchi itashimashita

✔️かしこまりました。= kashikomarimashita

Mistake 2. When you want to convey thankfulness to your client

🗙お世話様です。 = osewa sama desu

Perhaps you've heard this phrase used to express thanks and thought that you could incorporate this into your meetings with clients. Osewa sama desu is acceptable for your co-workers or for those who are doing work for you. But when addressing your clients, use the following: 

✔️お世話になります。 = osewa ni narimasu = thanking them for their future business relationship

✔️お世話になっております。= osewa ni natte orimasu = thanking them for their current business relationship

These phrases thank the other person (in this case, your client) for their care or concern. It is a social nicety that shows you value the importance of their business relationship with you.

Mistake 3. When you want to thank your clients for “hard work” 

🗙ご苦労様です。= gokurousamadesu

🗙 お疲れ様です。= otsukaresamadesu

Gokurousamadesu is used in cases where a boss (superior) thanks the other (a subordinate) for their effort or hard work. 

Otsukaresamadesu is used between colleagues and is an expression of acknowledgment for work done, often used as a “cushion” phrase or a greeting. Additionally, otsukaresamadesu is the correct phrase to use toward your superiors. 

Japanese etiquette experts, however, advise against words of comfort or acknowledgment of hard work to one's superiors, as it can sound condescending.   

Additionally, in a business setting, otsukaresamadesu is a phrase used within one's own company and not with your clients. 

When you want to convey an attitude of thankfulness for something your client has done, then a more fitting phrase is the one we mentioned earlier: 

✔️お世話になっております。 = osewa ni natte orimasu = thanking them for their care or concern.

Mistake 4. When you haven't seen or heard from a client in a while

🗙お久しぶりです。 = ohisashiburi desu

Ohisashiburi desu is an informal expression, equivalent to the English phrase “long time, no see.” Adding an “o” in front of a phrase does not make it honorific nor OK to use with clients. 

When greeting clients you haven't seen or heard from in a long time, use the following phrase: 

✔️ご無沙汰しております。= gobusata shite orimasu

This phrase apologizes for the period when you have not been in contact. (Remember, in Japanese culture, apologies are a way to move forward and don't have all the same connotations as in the US.) 

Mistake 5. When you are with a client and you need to excuse yourself　

🗙ちょっと、すみません。= chotto sumimasen 

Chotto sumimasen is an informal phrase used to excuse yourself when you are with friends or colleagues. 

However, when you're with a client and your phone rings, or you need to excuse yourself to use the bathroom, the phrase to use is the following: 

✔️失礼します。すぐに戻ります。= shitsureishimasu; suguni modorimasu = I beg your pardon (as I take your leave), and I will return quickly.

When you return, you would say the following: 

✔️大変失礼しました。= taihen shitsureishimashita = I have bothered you greatly. (That's a direct translation, and it's equivalent to the English “thank you for waiting.”) 

Please note, getting up or leaving your clients during a meeting is considered quite rude. Of course, there are occasions, such as when drinking with clients, that you will likely need to use the bathroom or otherwise get up for a moment. In those instances, shitsureishimasu is preferable to sumimasen.

Common keigo phrases used in Japanese business settings

While keigo grammar can feel complicated, many business interactions in Japan rely on a small set of standard honorific phrases. Learning these phrases can dramatically improve how professional and polite you sound when speaking with clients or customers.

Below are some of the most commonly used keigo expressions in business Japanese.

Confirming or acknowledging instructions

These expressions are frequently used in client meetings, phone calls, and email communication.

Asking someone to wait

These phrases are commonly heard in customer service interactions, hotels, restaurants, and business calls.

Expressing gratitude

These expressions help maintain positive business relationships and politeness in professional communication.

Apologizing politely

Polite apologies are a key part of Japanese business etiquette, especially when dealing with clients or customers.

In many cases, mastering just a handful of keigo expressions is enough to navigate most professional situations in Japan. Even native Japanese speakers sometimes struggle with complex honorific grammar, but using the correct standard phrases can still help you sound respectful and professional.

When is it acceptable to use casual language in Japan?

While much attention is given to polite Japanese and honorific speech, casual language also plays an important role in everyday communication. In the Japanese language, speakers constantly adjust their speech depending on their relationship with the other person and the situation. Using casual language at the right time helps create warmth and familiarity, but using it in the wrong context can be considered rude.

Understanding when it is acceptable to use casual speech is an important part of learning how Japanese people navigate social interactions.

With close friends

Casual language is most commonly used when speaking with a close friend or someone you know well. Among friends, people often use the plain form (dictionary form) of verbs and casual expressions instead of the polite form.

Example:

• Dictionary form: 食べる (taberu) – eat

• Casual past form: 食べた (tabeta) – ate

Using casual language in these situations signals closeness and trust.

With family members

Within families, most conversations use informal language rather than polite language. Parents, siblings, and other family members usually speak casually with each other.

However, some families still use polite language when speaking to older relatives such as grandparents, especially in more traditional households.

When speaking with people of the same social status

Casual speech may also be used with people of the same social status, such as classmates, coworkers of equal rank, or people in the same peer group.

In Japanese society, language often reflects social distance and hierarchy. When that distance is small, casual speech becomes more natural.

When someone invites you to speak casually

Sometimes a Japanese person may explicitly invite you to drop formal language. You might hear phrases like:

• タメ口でいいですよ (tameguchi de ii desu yo) “You can speak casually with me.”

This is a signal that the other person is comfortable reducing formality and moving away from polite speech.

In casual social settings

Casual language is common in relaxed environments such as:

• social gatherings

• conversations with friends

• informal online messaging

• casual speech on social media

In these contexts, using highly formal or polite Japanese might sound overly stiff.

Situations where casual language is usually not appropriate

Even if you are comfortable speaking Japanese, casual language should generally be avoided in situations involving:

• people of higher status

• customers or clients

• business meetings

• formal social interactions

• speaking with someone you have just met

In these contexts, polite language or keigo is expected as part of Japanese business manners and courteous language.

Frequently asked questions

What is Japanese keigo?

Japanese keigo (敬語) is the system of honorific speech used in the Japanese language to show politeness and respect. It includes three main forms: polite language (丁寧語), respectful language (尊敬語), and humble language (謙譲語). These forms are used in Japanese society to reflect social status, professional relationships, and social distance when speaking with others.

What does keigo literally mean?

Keigo (敬語) literally means “respectful language” in Japanese. It refers to a group of language forms used to show respect toward another person depending on social status, professional relationships, and the context of the conversation in Japanese culture.

What is the difference between polite form, respectful form, and humble form?

The Japanese language uses several forms to show different levels of politeness. The polite form (丁寧語) uses endings such as ます and です to make speech courteous. The respectful form (尊敬語) elevates the actions of the other person and is often used when speaking with clients, customers, or people of higher status. The humble language (謙譲語) lowers the speaker’s own actions to show respect to the other party. These forms help speakers maintain appropriate levels of politeness in professional and social situations.

When should you use keigo in Japan?

Keigo is typically used when speaking with customers, clients, superiors, or people outside your close social circle. In Japanese society, honorific speech is common in business settings, formal situations, and interactions with strangers to show respect and maintain appropriate social distance.

What is the difference between plain form and polite form in Japanese?

The plain form, also known as the dictionary form, is the base form of Japanese verbs and is used in informal conversations with friends or family. The polite form adds endings such as ます to create a more courteous style of speech. For example, the plain form 食べる (taberu), which means “to eat,” becomes 食べます (tabemasu) in the polite form. This polite style is commonly used when speaking with colleagues, customers, or people you do not know well.

Do native Japanese speakers always use keigo correctly?

Even native Japanese speakers sometimes struggle with keigo, particularly the more complex respectful and humble verb forms. Because honorific speech can be difficult to master, many companies in Japan provide training sessions on business manners and keigo usage to help employees communicate professionally with clients and customers.

Is casual language appropriate in Japanese business settings?

Casual language or informal speech is generally avoided in Japanese business settings. Instead, speakers typically use polite Japanese or keigo when communicating with clients, managers, and colleagues. Using casual speech in professional situations may be considered rude or unprofessional because it does not reflect the appropriate level of respect expected in business communication.

Do foreigners need to learn Japanese keigo?

Foreign professionals working in Japan are not usually expected to master keigo perfectly. However, learning a few common keigo phrases can greatly improve communication and show respect in professional interactions.

In closing

As a foreign executive in Japan or a person visiting Japan, the average Japanese person won't expect you to know honorific speech or Japanese honorifics and use the respectful version of Japanese speech. At least not to the degree that your Japanese colleagues must use honorific language. 

But if you're ready to learn Japanese keigo, correcting these easy-to-make keigo mistakes will help you avoid offending your Japanese clients and customers.

Master these phrases that even Japanese get wrong—and quickly improve your business manners and overall presentation. 

Note: For those who wish to learn more about keigo mistakes to avoid, Keigo to kotoba zukai by the Japanese Service Manners Association is an excellent resource, which I referenced when writing this article.