ビジネス日本語教科書における電話関連事項の扱いと工夫

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抄録

Recently, business communication is often handled through email exchange, however, phone calls still play an important role, especially where delicate situations with clients are involved. From the currently available business Japanese textbooks, the authors picked up chapters on "complaints" featuring phone call exchanges on sensitive topics and investigated the characteristics of these exchanges. Research results show that these textbooks focus attention on additional salient information regarding complaints and provide realistic model conversations of people handling complaints in order to increase overall learner understanding of this topic. This material provides learners with a natural conversational flow that reflects actual business settings.