The same sentence moves up and down the levels: 行く (casual), 行きます (polite), いらっしゃいます (honorific, about someone else going).
Short answer: every Japanese sentence is said at a level of politeness, shown mainly by its last word. The polite level (です and ます) is for strangers, colleagues and anyone older; the casual level (plain forms) is for friends and family. Above both sits keigo, special honorific vocabulary for customers and formal settings. Start polite with everyone, and switch to casual only when the other person invites it.
Who gets which level
Three questions decide it: How close are we? Who is older or senior? Are we in the same group? Japanese calls the in-group uchi (inside) and everyone else soto (outside).
Speaking to
Level
Why
tomodachi
a friend
casual: close, same group
kazoku
family
casual: uchi
ten’in
shop staff
polite: strangers (staff answer in keigo)
sensei
a teacher
polite: senior
dōryō
a colleague
polite at first, casual if close
jōshi
your boss
polite: senior
okyakusama
a customer
keigo: highest respect
Switching to casual
Moving from polite to casual is a step closer. The senior person usually starts it; a junior who switches first can seem presumptuous. Friends often mark the moment with タメ口でいいよ, “casual is fine”.
A
同い年onaidoshisame ageですdesuareねnearen’t we
Onaidoshi desu ne. · “We’re the same age, aren’t we?”Finding something in common, still polite.
Jitsu wa, takarakuji ga atarimashita. · “Actually, I won the lottery.”Polite.
B
えっewhat本当hontōreally
E, hontō? · “What, really?”A flash of casual surprise.
A
はいhaiyes一万円ichiman en10,000 yenですdesuisけどkedobut
Hai, ichiman en desu kedo. · “Yes, ten thousand yen, mind you.”Back to polite.
B
それsorethatでもdemoeven soすごいですsugoi desuis greatねneisn’t it
Sore demo sugoi desu ne. · “That’s still great.”B returns to polite too.
Levels in writing
Written Japanese has its own choice: です・ます style for letters, emails and blogs that address the reader; plain style for essays, reports and news.
Check yourself: which level?
Decide the right level for each situation, then open the answer.
Situation 1Asking a shop assistant for the priceShow answer
Polite: これはいくらですか.
Situation 2Chatting with your close friendShow answer
Casual: これいくら?
Situation 3Talking to your teacherShow answer
Polite, with respectful verbs where you know them.
Situation 4A colleague your age who says タメ口でいいよShow answer
Casual, now that they have invited it.
Situation 5Writing a reportShow answer
Plain である style.
A first look at keigo
Keigo replaces ordinary verbs with special ones: respectful verbs raise the other person, humble verbs lower yourself. You will hear it from shop and station staff from day one; using it yourself comes later, on the keigo page.