Business Phone Phrases
Learn business phone expressions: 〜でございます、少々お待ちください、折り返しご連絡いたします. Handle incoming and outgoing business calls.
🎯 Goal: To confidently initiate, handle, and conclude professional phone calls in Japanese using appropriate keigo, take accurate messages, and respond politely to unexpected inquiries.
Introduction
Mastering Japanese business phone etiquette is a crucial milestone for N2 learners aiming to work in a professional Japanese environment. Unlike face-to-face communication, phone calls rely entirely on vocal tone and precise language, making the correct use of keigo (honorific speech) absolutely essential. In this lesson, you will learn the standard formulas for answering calls, transferring lines, making inquiries, and taking messages. We will break down natural, polite expressions that project confidence and respect, helping you overcome phone anxiety and handle various business scenarios with the professionalism expected of a native speaker.
Lesson Content
Master the Wire: N2 Business Japanese Phone Etiquette (ビジネス電話の達人)
Answering the phone in a Japanese business setting is one of the most nerve-wracking challenges for intermediate-to-advanced learners. At the JLPT N2 level, you are expected to move beyond basic politeness and master the seamless flow of Keigo (敬語 - honorific language), distinguishing clearly between Sonkeigo (尊敬語 - respectful language for the client) and Kenjougo (謙譲語 - humble language for yourself and your company in-group).
This guide breaks down the essential formulas, grammar nuances, and cultural rules for making and receiving professional phone calls in Japan.
1. Receiving a Call (受電 - Juden)
When the phone rings, aim to answer within two rings. If it takes three or more, always start with an apology.
Key Phrases
- お電話ありがとうございます。〇〇株式会社の [Family Name] でございます。
- O-denwa arigatou gozaimasu. 〇〇-kabushikigaisha no [Name] de gozaimasu.
- "Thank you for calling. This is [Name] of [Company Name]."
- 大変お待たせいたしました。
- Taihen o-matase itashimashita.
- "Thank you very much for waiting." (Use this if the phone rang more than three times).
Grammar Breakdown
- でございます: The extra-polite (Teineigo) equivalent of です.
- お待たせいたしました: Formed using the humble causative pattern: お + Verb Stem + いたす (to humbly do). Here, 待たせる (to make wait) becomes お待たせいたします (I humbly make you wait).
2. Making a Call (架電 - Kaden)
When calling a client, state your company name and your name immediately, followed by the "golden" business greeting.
Key Phrases
- いつもお世話になっております。〇〇株式会社の [Family Name] と申します。
- Itsumo o-sewa ni natte orimasu. 〇〇-kabushikigaisha no [Name] to moshimasu.
- "Thank you as always for your ongoing support. I am [Name] from [Company Name]."
- [Client Name]様はいらっしゃいますでしょうか。
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- [Client Name]-sama wa irasshaimasu deshou ka.*
- "Is Mr./Ms. [Client Name] available?"
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Grammar Breakdown
- お世話になっております: An indispensable phrase in Japanese business culture, acknowledging the ongoing relationship.
- 〜と申します: The humble (Kenjougo) form of 〜と言います (my name is).
- いらっしゃいますでしょうか: Combines いらっしゃる (respectful form of いる/to exist) with でしょうか (polite conjecture), creating a highly polite, soft inquiry.
3. The "In-Group/Out-Group" Rule (Uchi vs. Soto)
One of the most common mistakes at the N2 level is applying honorifics to your own colleagues when speaking to an external client.
- Rule: Your colleagues are part of your "in-group" (Uchi). When speaking to a client (Soto), you must refer to your colleagues humbly—never use "-san" or "-sama" for your boss or coworkers.
Example: Handling an Absence
- ❌ Incorrect (Too respectful to your own boss):
- 佐藤部長はただいま外出されています。 (Satou-buchou wa tadaima gaishutsu sarete imasu.)
- Why? Using 部長 (Title) and されています (Sonkeigo) elevates your boss to the client.
- ⭕ Correct (Humble toward your own boss):
- 佐藤はただいま外出しております。 (Satou wa tadaima gaishutsu shite orimasu.)
- Why? Using the bare name "Satou" and the humble verb おります (Kenjougo of いる) correctly lowers your in-group.
4. Taking a Message & Wrapping Up
If the recipient is unavailable, offer to have them call back.
- 戻りましたら、折り返しお電話を差し上げるよう伝えます。
- Modorimashitara, orikaeshi o-denwa o sashiageru you tsutaemasu.
- "When they return, I will tell them to call you back."
- 失礼いたします。
- Shitsurei itashimasu.
- "Goodbye (Humbly)." Note: Do not hang up until the client hangs up first.
Grammar Breakdown
- 差し上げる (Sashiageru): The humble (Kenjougo) form of "to give/do" (in this case, to "give" a phone call to the client).
Quick Reference: Pronoun Shift
| English | Casual/Standard | Business (On the Phone) |
|---|---|---|
| Me / My Company | わたし / うちの会社 | 弊社 (Heisha) / 私ども (Watashidomo) |
| You / Your Company | あなた / そちらの会社 | 御社 (Onsha) / 貴社 (Kisha) * |
*Note: 御社 (Onsha) is used in spoken Japanese (phone/meetings), while 貴社 (Kisha) is strictly used in written Japanese (emails/letters).
Exercises
Business Phone Phrases (Exercises)
Exercises for Business Phone Phrases
Review the grammar and vocabulary, and try to fill in the blanks or write sentences based on the prompts.
Examples
いつもお世話になっております。ABC企画の佐藤でございます。
Itsumo o-sewa ni natte orimasu. Eebishii kikaku no Satou de gozaimasu.
Thank you as always for your continued support. This is Sato from ABC Planning.
担当の田中はただいま別の電話に出ておりますので、少々お待ちいただけますでしょうか。
Tantou no Tanaka wa tadaima betsu no denwa ni dete orimasu node, shoushou omachi itadakemasu deshou ka.
Tanaka, the person in charge, is currently on another line, so could you please hold for a moment?
戻り次第、こちらから折り返しお電話を差し上げるよう伝えます。
Modori shidai, kochira kara orikaeshi o-denwa o sashiageru you tsutaemasu.
I will tell him to call you back as soon as he returns.
Practice Drills
Lesson Materials
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