「日本人が知らない"儲かる国"ニッポン」（日経新聞出版社）http://www.jeenet.jp/2009/07/01/002/ 、の著者であるCarl Kayが、日本人が苦手な異文化コミュニケーションのコツをわかりやすく説明します。
今回は「断り方」についてです。誤解を招かない英語の断り方を教授します。これで気にせず「ノー」と言えますよ。
Are Americans cold and unfriendly? Are Japanese secretive and untrustworthy? Of course not. But when saying "no" to each other in business, it can seem that way. Click here to see how to avoid cultural misunderstandings that arise when declining a request in international business!
■ 日米間ビジネスでの上手な「断り方」
How to decline a request in international business (case: Japanese and Americans)
There is a large cultural difference between the typical polite way to turn down a request in Japan and the same action in the United States. In Japan, using the ki-sho-ten-ketsu logic, first a background explanation is given, leading carefully to the conclusion after some time. In the United States, the conclusion is given first, followed if needed with some points explaining the conclusion.
丁寧に断る場合でも、日米間には大きな文化の差があります。日本人は起承転結で考えるので、まず状況説明をして、その後で気を使いながら了解できないことを伝えます。一方米国では、まず結論を先に伝え、その後で必要があれば補足します。
Japanese believe that their way is good because it takes into account the feeling of the other party and makes it seem like it was inevitable that the request was declined, as a result of all the factors mentioned before the conclusion. Japanese think that the American style of declining a request is too abrupt and does not help maintain a good relationship for future business together. To Japanese people, when Americans decline the Japan side's request, the Americans sometimes seem unfriendly and uncaring. But this perception is often wrong, because usually there is no cold or harsh feeling intended when Americans decline requests in this way.
日本人が断る場合、いかに断らざるを得ない状況なのか気を使いながら説明するのが好ましいとされています。米国人のような断り方をしたら今後の関係を損なうに違いない、とつい考えます。ですから米国人が日本側の要求を断ってきた時とても冷たいように感じてしまいます。実際はそうではなくて、単に米国人はいつもこんな具合に断るだけなのです。
Meanwhile, Americans think it is best to give the conclusion right away to save time for everyone. Declining a request is not seen as rejecting the other person as a human being, so there is no need for a long buildup to soothe the other side's feelings. To Americans, the Japanese way of expressing the result of a decision is too slow and often the decision seems unclear or ambiguous. To Americans, Japanese people sometimes seem indecisive and secretive, even untrustworthy is some way, when they inform the American side about a decision. But this perception is usually wrong, because Japanese rarely intend deception when communicating this way, and Japanese people are just as decisive as Americans. "No" means "no" in both cultures, even if it is expressed quite differently.
一方米国人は、結論をすぐに伝えることで皆が時間をムダにしなくて済むと考えます。申し出を断ることは人間性を拒絶することではないからです。むしろ日本人が断る際には、結論が遅いし、不明確で何か隠しているのではないかと不信感さえ生むことがあります。でも通常それは見当はずれで、日本人はだまそうというつもりはありません。日本人も米国人同様、決定を下すときはキッパリしており、「ノー」は、どちらの国でも「ノー」なのです。たとえその表現方法がかなり異なっていても。
■米国人に断る5か条
So how should Japanese people or a Japanese company effectively decline a request from Americans? I recommend using a mixture of America directness and Japanese formality and politeness.
ではどのように断ったらいいのでしょうか？私が推奨する断り方は、米国人の直接性と日本人の丁寧さを盛り込んだ方法です。是非試してください。
- まず結論を先に。はっきりと明確な言葉で。
- 「残念ながら」、「考慮しましたが」、などの表現を加えると気配りに効果的。
- 相手が他の会社の場合、なぜこの結論に至ったか、簡単に要因をまとめて伝えることを忘れずに。
- 相手が同じ会社の米国の担当者の場合、できるだけ具体的な理由を伝えましょう。自分の会社の人が相手なら、他の会社の人に対するよりも少しは個人的な対応もいいでしょうし、できれば代替案も提示できれば尚OK。
- 子会社間の「上下関係」を出すことを避けましょう。親会社の立場であっても、明確になぜ断るのか理由を論理的に説明するべきであり、逆に子会社だからと言って明確かつ直接的に断ることを臆してはなりません。
■以下の参考例を使ってみましょう。
サンプル1：ベンダーからの提案をうまく断りたい
Example 1 Declining a proposal from a vendor:
Thanks again for your proposal regarding the turbine for the South Valley wind farm project. After careful consideration of many factors including price, delivery, technical performance, and after-sales service capability, we regret to inform you that we are declining your offer and have instead accepted an offer from another vendor. We will be happy to review the reasons for the decision, for your reference and in the hope of possible future business between our firms. However the decision for this project is final and will not be changed.
サンプル2：米国本社の担当者からデータの提供を求められたけど断りたい。
Example 2 Declining a request for information from your counterpart in the US headquarters of your company:
Dear Jennifer
I am sorry but we cannot agree to your request to provide additional data from the Ministry of Health about the earlier asthma drug trial results. Because of the nature of Japanese culture, a company can only ask the Ministry's help in extremely urgent situations and must offer many favors or give in on other important points in return. This will greatly complicate our other dealings with the Ministry and possibly adversely affect other projects that you also have an interest in. We simply do not feel this "cost" is worth bearing in this case. If you absolutely need the data, is this something you could possibly request instead through the US headquarters of our CRO partner on this project? That is the best alternative suggestion I can think of.
Best regards,
Kazu
