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Narita International Airport now has a zero tolerance policy for abusive passengers. Other businesses are also reporting a rise in threats to employees. Is famously polite Japan becoming less tolerant? Tired of the angry outbursts, shouted threats and even incidents of violence, the operator of Narita International Airport has become the first in Japan to implement a zero-tolerance policy against harassment of its staff. The airport is not alone in acting to protect its employees, with the Tokyo Metropolitan Government passing a local ordinance on October 4 designed to protect people working in the service sector from abuse, threats and unreasonable demands as such cases become more commonplace. The management of Narita Airport, which serves Tokyo, said it had been obliged to act due to an increase in confrontations between passengers and staff. The new policy defines harassment as any act that "harms the working environment of airport staff physically or psychologically" and includes insulting employees, yelling, verbal abuse, discrimination and defamation. Staff shocked at incidents A new ground handler at another major Japanese airport was taken aback by how often travellers lose their temper. "It happened to me again last week," said the woman, who declined to be identified as she did not have the permission of her employer to speak publicly. "A passenger's suitcase was over the weight limit and he became enraged that we would not allow him to check it in." "He was shouting, banging on the desk with his fist and kicking the case," she told DW. "This went on for about 15 minutes but we did not back down, so in the end he had to pay the excess baggage fee. It was not all that much and I do not understand why he became so aggressive." She noted that some ground staff give in to threats, which may encourage others to do the same. In June, the 1.8 million-strong UA Zensen Union published the results of a survey that indicated that 46.8% of workers in Japan's service industry had been the target of customers in the previous two years. Some had been so traumatized by the experience, the report said, that they had required counselling. "Japan has such high standards of polite service, but with that comes similarly expected norms for customers," said Roy Larke, senior lecturer in marketing at the University of Waikoto, New Zealand, and an expert on retailing and consumer behavior in Japan. "When these expectations break down, even if only in a few well reported cases, it will be quite shocking for many," he told DW. Cafe in Japan aims to include people with dementia To view this video please enable JavaScript, and consider upgrading to a web browser that supports HTML5 video Educating the customer "In the same way that e-commerce firms are now attempting to educate the customer to accept slower deliveries and how some supermarkets companies are introducing chairs for cashiers for the first time," said Larke, adding that there may be a need for "lower expectations from customers when shopping." "I would hypothesise that the combination of increased pressure is the main factor behind increased customer frustration," Larke said. Regardless of the cause, more companies are taking precautions. The nation's two largest air carriers, All Nippon Airways and Japan Airlines, in July unveiled new guidelines on passengers' behaviour, identifying abusive and aggressive language as unacceptable, along with threats, physical assaults of staff, unreasonable demands and sexual harassment. Technology developer Softbank Corp has developed a voice-altering phone technology that employs artificial intelligence and makes a furious caller sound calm to the company employee listing to a complaint. Supermarket chain Ito-Yokado Co has created a manual for dealing with difficult customers and introduced training on reporting violent behavior to the police and maneuvering threatening individuals into positions where they are recorded on CCTV. Manga, myths & homeopathy — Arts Unveiled To view this video please enable JavaScript, and consider upgrading to a web browser that supports HTML5 video Training of store staff Similarly, 24-hour convenience stores are training staff on how to respond to abusive customers and many outlets have introduced signs warning that misbehavior will not be tolerated and that the premises are monitored by security cameras. Morinosuke Kawaguchi, a technology analyst and consultant who was previously a lecturer at the Tokyo Institute of Technology, says Japanese society has become something of a minefield of potential harassment pitfalls as more people grasp what constitutes harassment and are willing to report incidents. "Japan is an extremely polite nation and society, but all the cases we hear about make it appear that we are becoming impolite," he told DW. "I think a big part of the problem is that everything is now being recorded on mobile phones so we are just seeing more cases." "This sort of behavior used to be the sort of thing young street thugs did, but virtually no one saw it happening," he added. "Now we have social media, it has become a big issue. I do not believe that Japan, as a society, really has become more impolite or aggressive." Edited by: Keith WalkerLUQUE, Paraguay — Sake is perhaps more Japanese than the world-famous sushi. It's brewed in centuries-old mountaintop warehouses, savored in the country’s pub-like izakayas, poured during weddings and served slightly chilled for special toasts. The smooth rice wine that plays a crucial role in Japan's culinary traditions was enshrined on Wednesday by UNESCO on its list of the “intangible cultural heritage of humanity." At a meeting in Luque, Paraguay, members of UNESCO’s committee for safeguarding humanity's cultural heritage voted to recognize 45 cultural practices and products around the world, including Brazilian white cheese, Caribbean cassava bread and Palestinian olive oil soap. Unlike UNESCO’s World Heritage List, which includes sites considered important to humanity like the Pyramids of Giza in Egypt, the Intangible Cultural Heritage designation names products and practices of different cultures that are deserving of recognition. A Japanese delegation welcomed the announcement in Luque. “Sake is considered a divine gift and is essential for social and cultural events in Japan,” Kano Takehiro, the Japanese ambassador to UNESCO, told The Associated Press. The basic ingredients of sake are few: rice, water, yeast and koji, a rice mold that breaks down the starches into fermentable sugars like malting does in beer production. The whole two-month process of steaming, stirring, fermenting and pressing can be grueling. The rice — which wields tremendous marketing power as part of Japan's broader cultural identity — is key to the alcoholic brew. For a product to be categorized Japanese sake, the rice must be Japanese. The UNESCO recognition, the delegation said, captured more than the craft knowledge of making high-quality sake. It also honored a tradition dating back some 1,000 years — sake makes a cameo in Japan’s famous 11th century novel, “The Tale of Genji,” as the drink of choice in the refined Heian court. Now, officials hope to restore sake's image as Japan's premier alcoholic drink even as the younger drinkers in the country switch to imported wine or domestic beer and whiskey. Japanese breweries also expressed hope the listing could give a lift to the country's export economy as the popularity of sake booms around the world and in the United States amid heightened interest in Japanese cuisine. “I hope that this will also be an opportunity for Japanese people to take another look at sake, shochu and awamori, which are the essence of their culture," Hitoshi Utsunomiya, director of the trade group Japan Sake and Shochu Makers Association, said in Tokyo. "I would like them to try it even once and see what it tastes like,” he said. Sake exports, mostly to the U.S. and China, now rake in over $265 million a year, according to the association. Japan's delegation appeared ready to celebrate Wednesday — in classic Japanese style. After the announcement, Takehiro raised a cypress box full of sake to toast the alcoholic brew and cultural rite. “It means a lot to Japan and to the Japanese,” he said of the UNESCO designation. "This will help to renew interest in traditional sake elaboration.” In Tokyo, Japanese Prime Minister Shigeru Ishiba said he was “delighted” by UNESCO's recognition of traditional sake-making techniques, and he congratulated those dedicated to preserving and promoting the tradition.
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