Language and Communication Skills
This domain tests whether you can choose language that is polite, clear, and accurate under pressure. The exam covers 敬語 (尊敬語, 謙譲語, 丁寧語), workplace reporting, confirmation, and plain communication with inbound guests.
Core rules and concepts
- Use 尊敬語 for the customer’s actions, 謙譲語 for your own, and 丁寧語 for polite statement endings. “お客様がおっしゃいました” is correct; “お客様が申しました” wrongly humbles the customer.
- Avoid 二重敬語 such as “おっしゃられます” and バイト敬語 such as “よろしかったでしょうか” or “こちらがお飲み物になります”. Prefer “こちらがお飲み物でございます”.
- 報連相 (報告・連絡・相談) keeps teams aligned. Report facts first, then interpretation, then the action you propose.
- Confirm by 復唱: repeat names, numbers, dates, and requests. Ask one question at a time and check understanding rather than asking “大丈夫ですか”.
Worked example
A staff member says “お客様、こちらがお飲み物になります.” Reasoning: になる describes a change, not polite identification. The item is already a drink. Correct to “こちらがお飲み物でございます.” If speaking to a superior about the customer, use 謙譲語 for your own action (“お客様にご案内いたします”), not for the customer’s action.
Traps that cost marks
Double honorifics; humble verbs applied to customers; vague pronouns like “そちら”; failing to repeat figures; using casual “大丈夫” with a worried guest; translating word-for-word instead of using plain, short Japanese for inbound visitors.