The Basics of Japanese Phone Etiquette: From "Moshi Moshi" to "Shitsurei shimasu"
Making a phone call in a foreign language can be one of the most nerve-wracking experiences for a learner. You can't rely on gestures or facial expressions, and the conversation follows a set of specific cultural scripts. In Japan, phone etiquette (電話対応 - denwa taiō) is particularly important, especially in business.
However, the script for a typical phone call is actually very predictable. By learning a few key set phrases for opening, identifying yourself, asking for someone, and closing the call, you can handle most phone conversations with confidence.
This guide will walk you through the essential phrases and etiquette for making and receiving phone calls in Japanese.
1. Answering the Phone
How you answer depends heavily on the context.
- Casual (with friends/family):
「もしもし？」 (Moshi moshi?) - "Hello?" This is the classic, casual phone greeting. Never use "moshi moshi" in a business setting. - Formal / Business:
「はい、[Company Name]の[Your Name]でございます。」 (Hai, [Company Name] no [Your Name] de gozaimasu.) - "Yes, this is [Your Name] of [Company Name]." You always state your affiliation and name clearly.
2. Making a Call (The Opening Script)
When you are the one making the call in a business context, you follow a clear, polite script.
Step-by-Step Business Call Opening:
- Greeting:
「いつもお世話になっております。」
(Itsumo o-sewa ni natte orimasu.)
"Thank you for your continuous support." (This is the standard opening for calling someone you have an existing relationship with). - Identify Yourself:
「[Company Name]の[Your Name]と申します。」
([Company Name] no [Your Name] to mōshimasu.)
"This is [Your Name] from [Company Name]." - Ask for the Person:
「[Person's Department]の[Person's Name]様はいらっしゃいますでしょうか。」
([Department] no [Name]-sama wa irasshaimasu deshō ka.)
"Is Mr./Ms. [Name] of the [Department] department available?"
3. Key Phrases During the Call
Here are some phrases you'll need during the conversation.
| Situation | Phrase |
|---|---|
| Putting someone on hold | 少々お待ちください。(Shōshō o-machi kudasai.) |
| When you can't hear well | 申し訳ございません、お電話が少し遠いようです。(Mōshiwake gozaimasen, o-denwa ga sukoshi tōi yō desu.) |
| Asking someone to repeat | 恐れ入りますが、もう一度お願いいたします。(Osoreirimasu ga, mō ichido onegai itashimasu.) |
4. Ending the Call
How you end the call is just as important as how you begin it. The key rule in Japanese business etiquette is that the person who made the call is the last one to hang up.
The Standard Closing Phrase:
失礼いたします。
(Shitsurei itashimasu.)
"Excuse me (for hanging up)." / "Goodbye."
You say this right before you hang up the phone. It's common to say it, pause for a second or two to ensure the other person has finished speaking, and then gently place the receiver down.
Conclusion
Japanese phone calls follow a clear and logical pattern. While it may seem rigid at first, this predictability is actually a great help for learners. You don't have to invent a conversation from scratch; you just need to learn the set phrases for each stage of the call.
By distinguishing between casual ("moshi moshi") and business greetings, and by mastering the formal opening and closing phrases, you can handle Japanese phone calls politely and professionally.