Keigo for Work in Japan: Sonkeigo, Kenjogo and Key Phrases

In Japanese workplaces, people use keigo (敬語), or polite and honorific language, when talking to managers, clients, and customers. Keigo is a set of rules for showing respect through language to the person you’re talking to or the person you’re talking about. There’s a lot to learn, but once you understand how it works, it becomes much easier to know which words to use and when.

Keigo is a topic that Japanese people themselves care about, too. In the Agency for Cultural Affairs’ fiscal 2025 Public Opinion Poll on the Japanese Language, people who were interested in the Japanese language were asked which areas interested them (up to three answers). “The use of keigo” came second at 48.6%, after “everyday wording and ways of speaking” (77.0%).

(Reference: Agency for Cultural Affairs "Summary of the Fiscal 2025 Public Opinion Poll on the Japanese Language" (Japanese, PDF))

In this guide, we cover:

• The types of keigo (three types and five types)
• How to form sonkeigo (respectful language) and kenjogo (also written kenjougo) (humble language)
• A list of common words and their keigo forms
• The difference between ukagau and mairu
• How to talk about people from your own company to outsiders
• Phrases for common workplace situations
• Common mistakes, and what to do when keigo feels hard

For set phrases used in email and on the phone, see Japanese Business Email & Phone Guide 2026: Work Templates. It’s a good companion to this guide.

Japanese Language Japanese Business Email & Phone Guide 2026: Work Templates Copy-paste Japanese business email templates and phone scripts for working in Japan: addressing, set phrases, requests, … Read related article

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1. Types of Keigo

The three types taught in school

In school education and elsewhere, keigo has been explained as three types.

The five types in the “Guidelines for Keigo”

In 2007, the Council for Cultural Affairs issued a report called the “Guidelines for Keigo,” which divides keigo into five types. It splits humble language into “humble language I” and “humble language II,” and polite language into “polite language” and “refined language.” The report says this doesn’t conflict with the three-type approach.

(Reference: Council for Cultural Affairs report "Guidelines for Keigo" (Japanese, PDF) / Kotobank "敬語" (Japanese))

At work, the most important thing is telling respectful and humble language apart. The key question is: whose action is it?

• The action of the other person or a third person (your manager, a client, a customer) → respectful language
• The action of you or someone from your company → humble language

“The manager is coming” becomes bucho ga irassharu, and “I’ll go” becomes watashi ga mairimasu or watashi ga ukagaimasu.

Start with desu and masu

Using all five types correctly from the start is hard. Begin by speaking in the polite desu/masu form. It sounds much more polite than talking to your manager or clients the way you talk to friends. From there, you can gradually learn the respectful and humble words you hear often at work.

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2. How to Form Respectful and Humble Language

Some keigo words have a completely different form from the original word, like irassharu (special forms). Others are made by fitting a word into a set pattern (general forms). Learning the general forms lets you turn a wide range of verbs into keigo.

Forming respectful language

Forming humble language I

Forming humble language II

O (go) + verb stem + itasu replaces the suru in omachi suru (humble language I) with itasu (humble language II). It raises the person you’re waiting for while also speaking courteously to your listener. You’ll often hear it at work, as in eki de omachi itashimasu (I’ll wait for you at the station) or shiryo o gosetsumei itashimasu (I’ll explain the materials).

Choosing between o and go

As a rule, o goes with native Japanese words (wago), and go goes with words of Chinese origin (kango, words read with on-yomi).

There are exceptions, though. In refined language, some words of Chinese origin take o, like oryori (food) and okesho (makeup), and some words are irregular, like ogenki and okagen. When in doubt, follow how the people around you at work say it.

(Reference: Council for Cultural Affairs report "Guidelines for Keigo" (Japanese, PDF))

O + ni naru is for the other person’s actions, and o + suru is for your own. The patterns look similar, so think about whose action it is before choosing.

• ○ Bucho ga shiryo o otsukai ni naru (The manager uses the materials: the manager’s action → respectful)
• ○ Watashi ga shiryo o otodoke suru (I deliver the materials: my action → humble I)
• × Kacho, sono fairu mo kaigishitsu ni omochi shimasu ka (humble language I used for the section manager’s action)
• ○ Kacho, sono fairu mo kaigishitsu ni omochi ni narimasu ka (Section manager, will you take that file to the meeting room too?)

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3. Keigo Forms of Common Words

Here’s a business keigo list of common workplace verbs with their respectful and humble forms. In the humble column, (I) and (II) refer to humble language I and II in the “Guidelines for Keigo.”

(Reference: Council for Cultural Affairs report "Guidelines for Keigo" (Japanese, PDF) / Kotobank "戴く" (Japanese))

Cells marked “―” aren’t covered in this table. Oomoi ni naru and ouketori ni naru are respectful forms made with the o + ni naru pattern from Section 2. Itadaku in the sense of “eat” or “drink” isn’t among the examples of humble language I or II in the “Guidelines for Keigo,” so it isn’t marked (I) or (II).

There’s no need to memorize the whole list. Start with the ones you’ll use almost every day at work: irassharu, ossharu, mairu, mosu, itasu, and oru.

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4. The Difference Between Ukagau and Mairu

Both ukagau and mairu are humble words for “go” when you’re the one going. But they raise different people.

• **Ukagau (humble I)*: Raises the person you’re going to. Use it when the destination is someone of higher status, as in sensei no tokoro ni ukagaimasu* (I’ll visit my teacher)
• **Mairu (humble II)**: Speaks courteously to your listener. It doesn’t raise the person you’re going to

So ototo no tokoro ni ukagaimasu (I’ll visit my younger brother, with ukagau) is wrong, but ototo no tokoro ni mairimasu (with mairu) is fine. There’s no need to raise your brother; you’re just speaking courteously to your listener.

(Reference: Council for Cultural Affairs report "Guidelines for Keigo" (Japanese, PDF))

At work, use them like this:

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5. Talking About People from Your Own Company to Outsiders

Japanese keigo uses the idea of uchi (inside) and soto (outside). When you talk with someone outside your company (soto), you don’t raise people from your own company (uchi); you treat them as being on your side. Even when talking about your manager, you refer to them as “Yamada” or “Bucho no Yamada” with outsiders and don’t use respectful language.

Calling your manager just “Yamada” to a client is described as a way of speaking based on the uchi/soto relationship, and it’s completely different from being rude by dropping their title.

(Reference: Council for Cultural Affairs report "Guidelines for Keigo" (Japanese, PDF))

In the Agency for Cultural Affairs’ fiscal 2025 Public Opinion Poll on the Japanese Language, people were asked which phrase is best when a company receptionist talks to an outside visitor about Section Manager Suzuki from their own company. Of the four options, “Suzuki wa…,” “Kacho no Suzuki wa…,” “Suzuki kacho wa…,” and “Suzuki-san wa…,” the most common answer was “Suzuki wa…” at 37.4%, followed by “Kacho no Suzuki wa…” at 35.8%.

(Reference: Agency for Cultural Affairs "Summary of the Fiscal 2025 Public Opinion Poll on the Japanese Language" (Japanese, PDF))

Keigo is also used with people from other organizations, such as clients, regardless of age. Even if a client is younger than you, speak to them in keigo.

(Reference: Council for Cultural Affairs report "Guidelines for Keigo" (Japanese, PDF))

For a quick reference on how to refer to your company and theirs (onsha, heisha, and so on), see Japanese Business Email & Phone Guide 2026: Work Templates.

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6. Phrases for Common Workplace Situations

Reporting to and consulting your manager

Meetings

Taking a day off or running late

Serving customers

Saying thank you and saying no

When you say no, also giving the reason and what you can do instead makes it easier for the other person to plan their next step.

Words to add before a request or refusal

Adding a short phrase before a request or a refusal softens what you say.

• Osoreirimasu ga (Excuse me, but): could I ask your name again?
• Otesu desu ga (Sorry to trouble you, but): could you please check this?
• Moshiwake arimasen ga (I’m sorry, but): that day doesn’t work for me
• Sashitsukae nakereba (If you don’t mind): could you give me your contact details?

For greetings at work and how to report, inform, and consult (horenso), see Japanese Business Etiquette: Workplace Rules for Newcomers.

Work & Career Japanese Business Etiquette: Workplace Rules for Newcomers Japanese business etiquette for newcomers: greetings, horenso, business cards, seating, overtime and paid leave, drinkin… Read related article

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7. Common Keigo Mistakes

Using respectful language for your own actions

• × Ashita, watashi ga irasshaimasu
• ○ Ashita, watashi ga mairimasu

Irassharu is respectful language for the actions of the other person or a third person. For your own actions, use the humble mairu or ukagau.

Using humble language for the other person’s actions

• × Bucho ga mairaremasu
• ○ Bucho ga irasshaimasu

Mairu is humble language II, which describes your own side’s actions courteously, so it isn’t used for the actions of people you want to raise, such as your manager. In the fiscal 2019 poll, 77.4% of people said the phrase okyakusama ga mairarete imasu (“the customer has come,” using mairu) bothered them.

(Reference: Agency for Cultural Affairs "Summary of the Fiscal 2019 Public Opinion Poll on the Japanese Language" (Japanese, PDF))

Is gojisan kudasai wrong?

Gojisan kudasai (please bring) and omoshide kudasai (please let us know) contain mairu and mosu, humble language II words used for your own side. However, the “Guidelines for Keigo” says that mairu and mosu in these phrases don’t work as humble language II, so they are fine to use for the other person’s actions. Some people still find them a little off, so if that bothers you, you can also use the following alternatives.

(Reference: Council for Cultural Affairs report "Guidelines for Keigo" (Japanese, PDF))

Double keigo

Using the same type of keigo twice on one word is called “double keigo” (niju keigo). For example, oyomi ni narareru adds the respectful -reru to oyomi ni naru, which is already respectful. Double keigo is generally considered inappropriate.

Some double keigo has become established through habit, though.

(Reference: Council for Cultural Affairs report "Guidelines for Keigo" (Japanese, PDF))

Oukagai itashimasu is fine to use at work. What to avoid is adding -reru to a word that’s already respectful, as in oyomi ni narareru. Oyomi ni naru alone is enough.

Overusing sasete itadaku

Sasete itadaku is described as a form for things you do with the other person’s permission and that benefit you. Using it where these conditions don’t apply can sound unnatural.

• Situations that need the other person’s permission, such as kopi o torasete itadakemasu ka (may I make a copy?) or kakunin sasete itadakemasu ka (may I confirm?) → natural
• Situations unrelated to anyone’s permission, such as “~ koko o sotsugyo sasete itadakimashita” (I graduated from ~ High School) → “~ koko o sotsugyo shimashita” is usually enough (in a context where you’re thanking your teachers, it’s said not to be unnatural)

(Reference: Council for Cultural Affairs report "Guidelines for Keigo" (Japanese, PDF))

Slipping into casual speech

To keep casual phrases like ~ da yo ne or ~ jan out of your speech, make a habit of speaking in desu/masu at work.

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8. Keigo on the Phone and in Email

The phone and email involve a lot of set phrases. Knowing the common ones will help you stay calm.

For templates and how to transfer calls, see Japanese Business Email & Phone Guide 2026: Work Templates.

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9. What to Do When Keigo Feels Hard, and How to Practice

If you’re not sure, say so honestly

When you’re not confident in your keigo, it’s safer to speak honestly in polite language than to force difficult words.

• Mada keigo ga kanpeki de wa arimasen ga, benkyo shite imasu (My keigo isn’t perfect yet, but I’m studying)
• Kakunin shite kara, aratamete gorenraku itashimasu (I’ll check and get back to you)
• Ima no iikata de shitsurei ga nakatta ka, oshiete itadakemasu ka (Could you tell me if the way I just said that was rude?)

How to practice

1. Start with phrases you use every day: Shochi shimashita, otsukaresama desu, moshiwake arimasen, and so on
2. Save the list from Section 3 on your phone: so you can check it before you use a word
3. Copy the people at work: listen to how your manager and senior colleagues change their wording for people inside and outside the company
4. Practice in email: you can review written language, so it’s easier to check your keigo forms
5. Note down phrases you don’t understand and ask: ask a senior colleague you trust, a few at a time

If you want to study for the Japanese-Language Proficiency Test (JLPT) at the same time, see JLPT Study Guide 2026: Pass Rates, Levels, Materials & Registration (N5 to N1). The JLPT’s official level descriptions don’t mention keigo, so it’s best to think of test levels and workplace keigo separately.

Japanese Language JLPT Study Guide 2026: Pass Rates, Levels, Materials & Registration (N5 to N1) A complete guide to the Japanese Language Proficiency Test (JLPT): all five levels and their pass rates explained, with … Read related article

(Reference: Japanese-Language Proficiency Test official site "N1-N5: Summary of Linguistic Competence Required for Each Level")

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FAQ

Q: Do I have to use keigo at work even if I’m not Japanese?

A: When talking to managers, clients, or customers, keigo is the basic expectation. You don’t have to use every form correctly from the start. Begin with desu/masu, then gradually add the respectful and humble words you use most.

Q: How do I choose between respectful and humble language?

A: Decide based on whose action it is. Use respectful language (irassharu, ossharu) for the actions of the other person or a third person, and humble language (mairu, mosu) for the actions of you or people from your company.

Q: Oukagai itashimasu is double keigo. Shouldn’t I avoid it?

A: It’s fine to use. The Council for Cultural Affairs’ report “Guidelines for Keigo” lists oukagai suru and oukagai itasu as examples of double keigo that have become established through habit.

Q: Why shouldn’t I call my manager “Yamada bucho” to people outside the company?

A: When talking to outsiders, you treat people from your company as uchi (inside) and don’t raise them. You say “Yamada wa…” or “Bucho no Yamada wa….” This is a keigo convention, not rudeness.

Q: Should I use keigo with clients who are younger than me?

A: Yes. Keigo is used with people from other organizations, such as clients, regardless of age.

Q: What should I do if I use keigo incorrectly?

A: When you notice, simply correct yourself: shitsurei shimashita. ~ to moshiageru beki deshita (Excuse me, I should have said ~). Ask a senior colleague or your manager about phrases you weren’t sure of, and you’ll be able to use them next time.

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Key Takeaways

• ✅ *Start with desu/masu***. Then gradually learn common respectful and humble words
• ✅ Choose based on whose action it is. Respectful for the other person or a third person, humble for your side
• ✅ Don’t raise people from your own company to outsiders. Even your manager becomes “Yamada wa…“
• ✅ Watch out for double keigo. But oukagai itashimasu is an established phrase
• ✅ If you’re unsure, be honest in polite language. You don’t need to be perfect; you’ll learn as you go

You don’t learn keigo all at once. Keep using it in daily conversations and emails, and add a little more over time.