by Angela Blair

Created on: November 17, 2009

Do you exhibit tact or are you "tacky?" Tacky is an old southern word which basically means unacceptable or undesirable as pertaining to a person or thing. "That was a tacky response," is a good example of using the word properly.

"Tact," on the other hand is just the opposite. Handling a touchy situation to a conclusion that works for all without animosity or hurt feelings, is an example of "tact." It's a virtue that serves one well, whether professionally or personally, and for most, is a learned art. It's so important to survival in the workplace that those who don't possess it need to get some counseling, education and input on the subject immediately.

Small children are perhaps the best example of going directly to the crux of a matter without tact. Three-year-olds are direct, innocent and often brutally honest. The things they say are often humorous but rarely tactful. The same thing, if said by an adult, would in all probability be insulting.

Perhaps some of the most tactful human beings on the planet are receptionists in family law and personal injury law firms. Many times they have to be totally selfless. Divorces are nerve-wracking at best and it's just as hard to be the plaintiff as it is to be the defendant; clients are, therefore, rarely happy campers.

Personal injury cases are just what they imply. Someone's been hurt and wants restitution for the injury. There's no happy campers there, either. The receptionist, in either event, is the first person these emotionally distressed clients talk to or see. If she doesn't have her act together, and isn't extremely sensitive and tactful, she makes her lawyer's job more difficult and creates more anxiety for the client.

How angry does it make you to call a professional's office and have someone tell you: "Mr. Whodity isn't available right now." That phrase actually used to be taught in business courses. It angers and frustrates the caller to be given such a nebulous answer. They're left with the feeling they aren't very important. It's just as easy to say: "One moment, Ms. Jones and I'll ring his office."

The receptionist knows very well the lawyer has a client in his office so she doesn't bother her boss but waits a few moments, goes back on the line and says: "I'm sorry Ms. Jones but Mr. Whodity isn't answering (of course he didn't; nobody buzzed him!) May I take a message and phone number so he can call you back?" That's tact in action. The white lie didn't hurt anyone and Ms. Jones still feels she's

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