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Japanese people often apologize to maintain harmony, regardless of fault. This is seen as a way of improving the atmosphere and maintaining relationships, not an admission of guilt. In contrast, Westerners often seek to identify the cause of a problem first. This can be seen as making excuses in Japanese culture.
When working with the Japanese it's advised to apologize first, then propose a solution or workaround, and finally, discuss who was at fault. The person in the wrong also has to explain what steps they have taken to prevent a recurrence.
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Discussion
Compare a typical Japanese apology with a typical Western one.
Why might the Japanese approach of apologizing first, regardless of fault, be beneficial in a business context?
Can adopting elements of another culture’s communication style be beneficial, and if so, how?
Why is it important to understand different communication styles when doing business internationally?
What can we do to improve communication with people from different cultures?