California Virtual Campus

Clarice Sawai
California State University Eastbay
February 25, 2008

Introduction
Wondering how to communicate within a traditional online course (Western-style) that will appeal and not offend the adult Japanese learner? This short article describes my thoughts on Japanese culture and etiquette and its potential impact on communication in the online environment. At this time, there is limited research material relating to eLearning in Japan and much of what I have found often states “Asia (except Japan)” which I find odd and interesting at the same time.

A Sense of Equality Online
One of the benefits in using web-based communication is to give all students a reinforced sense of equality where everyone has an opportunity to “speak up” by posting messages; even for those students who may be shy or anxious. This Western approach tends to contradict traditional Japanese thinking.

Japan is a very modern country known for its technological products and unique innovations; but it remains largely a male-dominated society with distinct classes where specific kinds of behavior are expected or required to demonstrate and maintain social differences as well as support the Japanese philosophy of harmony which is the foundation of their social and etiquette system.

Speaking-up and voicing an independent opinion or idea violates this sense of harmony within this hierarchical, group-oriented society. This does not mean that they are without individualism and originality. It simply means that the Japanese value and encourage the ability to work well within the group. Though I have noticed when one is assured of anonymity, personal expression posted online at favorite blog and websites is greatly increased, especially among the female population.

Communication Tip #1:
When asking each participant to post an individual opinion to the discussion board or open forum, the instructor should first consider the possible ramifications of such a request based on the student population present in the online environment.

Communication Tip #2:
Assured anonymity online may result in increased personal feedback and interaction. This may work well for survey purposes and possibly for secured blog sites used for keeping journals for personal reflection throughout the learning process.

Communication and Web-Based Tools
Web-based tools such as discussion boards, chats, and email, provide many ways to increase communication between students and faculty. Current research indicates that adding these elements to a course can increase student motivation and participation.

Japan’s historical and geographic isolation has created over many centuries a unique culture. The predictability and ability to anticipate the attitudes and reactions among each other to the point where verbal communication is often unnecessary has important implications in today’s digital environment. Establishing oral dialogue or live chat online can be a challenge in some cases in a society where body language has served as the general mode of communication.

The Japanese are also quite sensitive to any deviation or unexpected behavior which disrupts their sense of harmony causing extreme stress. A well-known book author simply states this by saying, “Some Japanese become nervous wrecks after being exposed to Westerners for only a few hours.”

Communication Tip #3:
Written communication is probably the least stressful (vs. auditory) and more acceptable form for digital communication. Difficulty in understanding verbal dialogue in American-English (vs. British-English) can be a contributing factor in this situation. Asynchronous communication can provide needed time for reflection and formulation of an appropriate response.

Communication Tip #4:
The ability to speak English is not always an accurate reflection of the degree of Westernization or comfort level that the Japanese may have with Western behavior.

Netiquette and the Role of Apology
Netiquette simply refers to considerate behavior in the online environment. These guidelines are usually introduced at the beginning of a course, in the café, or resource area. For the Japanese, etiquette is embedded into their highly stylized and ambiguous language calculated not to give offense.

There are two important etiquette words that many foreigners learn rather quickly. The first word is –san. San is the equivalent of Mr., Mrs., or Miss. It is also used for politeness. For example, as I type an email message addressed to the office manager at my son’s school, I type “Dear Junko-san” (Dear Miss Junko).

The second word is sumimasen. The word sumimasen means “pardon me” and also “thank you.” As I send off my email to Junko-san I realize at that moment that I forgot to apologize in sending this message to her so late even though I am actually responding days in advance. The presumption here is the potential danger of rubbing someone the wrong way which might still exist. Apologizing in advance, during, and after almost any conversation whether by chat, email, or discussion board can be considered standard practice. This also shows one’s desire to atone for not meeting another’s expectations, to convey a sense of empathy and responsibility.

Communication Tip #5:
Apologize often and when appropriate. This may open doors that might otherwise remain shut. Also, trading apologies is a good way of putting mistakes behind you and strengthen a relationship.

Group Orientation
Loyalty to one’s group is highly encouraged in Japan. This loyalty covers other members of your group, to the overall organization, and society in general. When decisions are made, Westerners may be puzzled by those that seem irrational from their perspective. For the Japanese, many decisions are based on loyalty to the relationship and not always on the presumption that it is the right decision. It is important to note, that this type of relationship also encourages an insider/outsider mentality.

Communication Tip #6:
Establish oneself as a partner and not an outsider if you want to succeed in your endeavors. Exhibiting behavior that makes Japanese feel comfortable is one suggestion. Learning the language and customs, showing an appreciation for their art and culture, or keep up with favorite sporting events can be a big help.

Communication Tip #7:
Initially, when creating a group or team in the online environment it is important to group individuals according to their status and the organization to which they belong if you are hoping for interactivity, cooperation, and “brain-storming.”

The Meishi (the Business Card)
The importance of the meishi can be traced back to Japan’s feudal system when the prescribed etiquette for every individual was largely determined by his or her clan, class, group affiliation or position. As Japan modernized, large corporations began to replace clans as the individual’s primary group affiliation.

Corporations brought new levels of rank covering a broader spectrum of people and making it impossible for individuals to identify themselves by old feudal clan crests or the use of lapel pins. The need for identification relates directly to one’s social and business success; hence the importance and ceremony surrounding the meishi. The meishi enables individuals to quickly establish their company, group affiliation and rank. Without this information, etiquette restraints would make it very difficult for them to communicate properly among each other.

Communication Tip #8:
An appropriate “ice breaker” should provide for the exchange of proper introductory information. By understanding one’s place within the online group structure, it will foster clarity and possibly ease communication among the participants, especially if they are from various organizations present at the same time within the online environment. Topics to avoid during the introductory phase: politics, religion, family, personal information, etc.

Offering Praise or Compliments
Japanese children are constantly praised when they act appropriately, but once they approach their teens they are expected to know and abide by proper etiquette. Compliments become rare and the idea of performing the proper act in the correct manner at the appropriate time is expected.

The group orientation of Japanese society also precludes the singling out of individuals for special recognition. When foreigners, unaware of this code, compliment individual Japanese, it often embarrasses those receiving the praise and could even make their colleagues envious; in extreme cases to the point of never again accepting him or her as full, trusted member of the group.

However, the Japanese may directly praise someone they consider to be outside their group even when (or perhaps especially when) it’s not true. For example, “Your Japanese is so good,” to a foreigner who is obviously stumbling along.

Communication Tip #9:
If a Westerner would like to pay a compliment, a generally safe route would be to ask for an opinion on something. Another way is by offering gratitude, such as, “Your supervisor is an inspiration to me.”

Offering of Criticism
Japanese are extraordinarily sensitive to criticism which stems from the importance of correct behavior. The essence of proper behavior is to avoid being shamed and shaming others as a result of behaving in an unacceptable manner. Personal failure or implied failure has traditionally been the worse fate that could befall Japanese.

Use extreme caution when handling criticism even if it is warranted. One of the best ways is to use a third-party person. Someone who is older or higher-ranking than the person being criticized and has had considerable experience handling such sensitive matters.

Communication Tip #10:
Begin your conversation with praise and compliments. Then bring up the bad news indirectly, stressing the positive results you want to achieve without specifically criticizing the person with whom you are speaking. This individual will clearly understand that he or she is being criticized, but will not be put in the position of losing face.

Conclusion
The ten communication tips I have presented here are based on my personal observations, experiences, and readings on Japanese etiquette. Japan’s cultural practices will continue to shape their thinking and learning processes in and out of school. The Internet has opened a new door to English language learning, Western culture, and a line of vendors such as Blackboard, WebCT and Moodle who continue to knock at Japan’s door…this will surely bring about change, even though it may take some time.

Until Japan as a society can fully embrace the workings of online teaching and learning, Westerners can assist in this process by creating and offering online environments that are culturally responsive and geared toward optimal learning. Communication is one of the key components for success. Learning how to communicate in the right manner is learning how to bow on the Internet.

References
De Mente, B. (1990). Etiquette: Guide to Japan. Tuttle Publishing, Singapore. ISBN 0-8048-3417-2

HAIKU for People. Retrieved on February 6, 2008, from http://www.toyomasu.com/haiku/#whatishaiku

Rowland, D. (1993). Japanese Business Etiquette: A Practical Guide to Success with the Japanese. Warner Books Inc., 1271 Avenue of the Americas, New York, NY 10020. ISBN 0-446-39518-8