Chapter 8

Office Finesse

The office reflects the organization of the company and the ethics and values important to the corporate culture. Companies can leave a positive or negative impression on visitors or clients, just as individuals can. Often this impression is made as soon as the visitor enters the office.

RECEPTION

Whether you are the receptionist or the first person to greet a visitor to your office you have a responsibility to make that visitor feel at ease. You should stop what you are doing and acknowledge the visitor with eye contact and a smile. If you are on the phone, a nod with eye contact acknowledges the visitor and helps them feel welcome. As soon as possible, greet the visitor verbally. Visitors who are clients or potential customers are not an interruption of your work, but the reason you have work. Give a few minutes of your time to make office visitors feel comfortable and to notify the person with whom the visitor has an appointment.

It is important to provide a pleasant atmosphere in your waiting area. If they are available, offer refreshments such as coffee, tea, water, or soda. Let the visitor know where the rest rooms are located so they don’t have to ask. Offer to take overcoats to a closet or have a visible place where visitors may hang their own coats. Chairs in the waiting area should be comfortable and easy to get in and out of. The company should also provide interesting reading material, company brochures, or current news and trade magazines. Always remember that the waiting area or lobby of your office is an extension of the office and a place of business.

Etiquette for the Receptionist

The receptionist does not normally shake hands with clients or other visitors to the office. If you have the appointment schedule at your desk, speak to the person by name with a title such as Ms. or Mr. If you are unsure of their name you may ask gently for their name and with whom they have an appointment. You should then introduce yourself using your full name. You may ask for a business card if the visitor hasn’t offered one to you. You will then have their correct name and the company they represent.

As the receptionist, there are many additional things you can do to make your visitors feel welcome. You may anticipate their needs by being observant of their body language and actions. This is a skill that can be developed with time and practice. You may wish to offer assistance on public transportation or obtaining telephone numbers if necessary.

Greeting guests is an important responsibility. The lobby is the first area where a visitor has an opportunity to observe your business at work. They are forming an impression of your company while they wait. To help make a positive impression, avoid personal phone conversations or talking about others who work in your office. Do not make comments about other clients or suppliers. Refrain from personal grooming, such as filing nails or combing hair.

The receptionist is not responsible for entertaining visitors while they wait. Keep verbal responses to a visitor’s inquiries friendly, yet tactful and succinct.

When you are ready to show the visitor to another office, tell them “Ms. Jones is ready to see you, let me show you (with a gesture) to the meeting room.” Avoid command statements such as “Follow me” or “Come with me.” When you arrive at the office or meeting room, hand the business card to Ms. Jones, make the proper introduction, and excuse yourself from the room, unless you have been asked to remain and take notes.

Etiquette for Greeting Your Visitor Personally

Many companies do not have a receptionist to greet guests so you may be greeting the visitor yourself. If the lobby security has notified you that your visitor has arrived, you can be waiting at the elevator. Even if you have not previously met the person, you can assume when someone steps from the elevator that he is your guest, and you can step forward to greet them. If the person is not your visitor or client, you have an opportunity to help them locate the individual they have come to see. If the visitor has been to your offices before, you need not go to the elevator or reception for each visit, though it is an appreciated courtesy.

If your schedule keeps your visitor waiting more than ten minutes past the appointed meeting time, personally go out and greet them or notify your receptionist that you will be delayed another ten minutes. Avoid keeping your visitor waiting more than twenty minutes. Likewise, if you are the visitor you should not be more than ten minutes late without calling the office to apprise them of your expected arrival.

Every time you enter a room you are noticed. Your body language, gestures, grooming, and personal style set the tone for the meeting. Always be cognizant of how others perceive you. It is essential to maintain professionalism with your personal style. You can be friendly and fun, but remain professional; the balance of the two is yours to create.

GREETING DIVERSE INDIVIDUALS

Each of us brings our uniqueness and personal talents to the workplace. Our work skills can fit well together for the benefit of all when we are tolerant of our differences and makes allowances for the faults, opinions, and habits of others.

Corporate policy extends to how diversity is handled in the front office as well as on the production line. A challenge for the business person is understanding diversity and being able to select and train those who work in the business. Diversity is not just about ethnicity, but about understanding people. It encompasses all the different backgrounds and educational experiences that people bring to their work. Our work environment must be a place of cooperation and understanding.

Tolerance works two ways: you must be tolerant of the beliefs of others, others must be tolerant of your beliefs. While you are free to follow religious or philosophical beliefs different from others, you are not free to impose your beliefs on everyone around you. Tolerance of other’s beliefs is critical in creating a comfortable work environment.

We all want to enjoy personal freedoms but we must also be aware of the responsibility we have to others. For instance, having the freedom to decorate your work area is fine but you must be willing to accept guidelines as to what is appropriate. Good sense, decency, and courtesy are key considerations.

Second Languages

Employees and clients all may benefit from knowing more than one language, particularly because we work and live with people from many backgrounds and parts of the world. It is not impossible to learn another language as an adult, though more difficult than as a child. Many businesses are marketing their products to international markets and ethnic groups. If your company engages in international business, study the culture and language of that region. If you have the privilege of parents and relatives who speak a second language, learn from them. It will enhance not only your language skills, but also your understanding of the differences and similarities that exist between peoples.

When you greet visitors who speak a different language or who are bilingual, be patient and do your best to assist them. You don’t need to speak louder if they don’t understand you; they can usually hear you just fine. Speak slowly, and use simple language if that is easier for them to understand.

Physical Disabilities

Diversity extends to dealing with people with disabilities. Laws have required businesses to accommodate wheelchairs at entrances and rest rooms as well as provide access within the buildings. Disabled individuals lead active and productive lives and you will, no doubt, need to greet and work with many individuals with disabilities of one kind or another in the course of your business career.

Many people have asked what the proper way to shake hands with someone who has lost a right hand. Instead of greeting by shaking hands, the greeting is made by touching. You may lay a hand on the wrist, forearm, or shoulder; you should always smile, just as you would if you were actually shaking hands. If you see that the right hand is disfigured due to an accident, arthritis, or a splint or cast, touch the hand lightly.

If you are unsure what to do, be respectful and acknowledge the individual in some other way. Sometimes, they will guide you. If you have the damaged hand extend your hand or arm to indicate how you would like to be greeted. You can ease the awkwardness others feel. Most nondisabled do not know how to reach out to you and will be eager to learn.

Some specific suggestions when working with disabled colleagues and employees follow.

 

Wheelchair-Bound

When speaking to a person in a wheelchair, sit in a chair or kneel so that you will be closer to the same eye level. Don’t make the wheelchair-bound person look up at you for the duration of the conversation. Avoid leaning on their chair or bumping it.

Some disabled persons have limited mobility but can move from their wheelchair to a standard seat. When the disabled person is seated in a standard chair, place their wheelchair (or crutches or cane) near them.

Ask if you may push the wheelchair before doing so. Some people on wheels value their freedom to move on their own, without assistance, while others will appreciate your help.

 

Hearing-Impaired

Get the person’s attention so they are looking at you. Some hearing-impaired individuals can read lips or can understand much of what you say as long as they can see your face. If you turn your face away while you are speaking, they may not understand that part of what you have said. For instance, if you gesture toward the blackboard and turn your face toward it while still talking, the hearing-impaired person will not be able to see your face and may not “hear” what you said. You’ll also want to speak clearly and slowly, without shouting.

 

Visually-Impaired

The visually-impaired may be completely blind or have only partial blindness. Some visually-impaired individuals use a white cane, others have a canine companion. When you greet a visually-impaired individual, face the person and speak clearly. Introduce yourself so she will know who is talking with her. You may make physical contact on the arm.

Some blind persons have a canine companion. This animal is often the most important and comforting companion the disabled person has and is loved unconditionally. The natural inclination is to admire, speak to, and pet this specially trained dog. It is thoughtful to verbally acknowledge the seeing-eye dog, perhaps ask what its name is, ask permission to pet it (if you desire to), and make other appropriate comments. Without permission, do not distract the “working dog.”

Many visually-impaired people hear remarkably well and perhaps even better than their sighted colleagues do. Speak to them as you would a sighted person, using proper etiquette. Speak at a normal level and enunciate your words well.

I spoke recently with a visually-impaired person about his dog and his work. In the course of our conversation, he shared with me that the most annoying thing that sighted people do is not look at him. Even though his eyes weave and he doesn’t see, he has such acute hearing that he knows when the person is facing him, doing something else while speaking to him, or seems to be otherwise distracted. Imagine the kind of negative impression these sighted individuals are leaving on this man. Practicing good manners is just as important in working with the disabled as with other individuals.

When you walk with a visually-impaired person, ask the person if they would like to take your arm. If you have never walked with a visually-impaired person before, tell them so, and ask for their help. Ask them if you should warn them about steps or other obstacles. Frequently, they can tell when you step down if they are holding your arm, and follow along accordingly. Whenever you are nearby, announce your presence. If you leave the room, let them know. If others come in, introduce the visually-impaired person as you would other visitors.

 

Speech-Impaired

Individuals with speech impairments have difficulties in saying words. You will need to be patient and extra attentive with these individuals and resist the temptation to finish their sentences or thoughts for them. They may need a little more time to express themselves, but their ideas are nonetheless valuable. You can help by asking questions that only require brief answers and by speaking slowly and clearly yourself.

 

Developmentally-Challenged

Developmentally-challenged individuals may be both mentally and/or physically slower than average. Depending on the severity of their “challenge” you may need to repeat yourself several times, particularly if you are giving instructions to perform a task. It is especially important to exercise patience and to listen carefully. Their speech may be hesitant or difficult to comprehend. These people are very sensitive and want to be independent, so speaking in simple short sentences eases communication. All people desire respect and acknowledgment. You may need to repeat and even restate your comments and questions. Do not talk down to them no matter what developmental age they appear to be. Laughter eases tension and frustration, and smiling goes a long way to make others feel more comfortable.

 

In General

Always demonstrate patience with the disabled. You may want to allow extra time for your meetings with the physically disabled so they will not feel rushed. Smile, be gracious, show respect, and give them dignity. If your company has clients with special needs, take that into consideration when arranging offices and reception areas.

There are tax benefits for businesses that hire special needs people. You may have the opportunity to work with and train a physically challenged person somewhere in your career. Perhaps your client will be a Ph.D. with a speech disability. If your office has physically challenged employees or clients with special needs, consider modifying the walking space, traffic patterns, and seating in your office to more easily accommodate them. An added courtesy is to keep lightweight, large-handled mugs in the employee lounge.

ROMANCE IN THE OFFICE

A growing number of individuals from corporate offices to coffee shops are finding romance in the workplace. Today’s emphasis on teamwork and longer work hours make the work environment an opportunity for personal relationships. Today’s busy, almost frantic, and often stressful lifestyle does not allow much free time for meeting interesting people outside the office. With a huge portion of our lives devoted to business, meetings, and associated activities, the likelihood of meeting someone we might wish to date is highly possible.

 

These are reasonable questions, that arise because we all spend so much of our time in the workplace. If the answers were easy, we wouldn’t need to address them here. Situations differ from office to office; you must exercise good judgment and follow company policy, if there is one.

There are special considerations when romance occurs in the office or at work related activities. The office seems like a favorable setting for relationships because you can see that special person every day, you share common interests, and you have opportunities to get to know one another in a familiar setting. It also seems appealing because your time is so limited to meet others outside of work. Beware, romance in the workplace could destroy your career. The problems that may occur are not always apparent or anticipated at the onset of a romantic relationship but the results may be lower productivity, damaging gossip, loss of job, and career derailment.

Many companies discourage office romance because they are concerned with loss of productivity. Seeing one another frequently during work, spending excessive time on breaks, consulting with one another too often, one helping the other inappropriately, and spending time solving personal problems interferes with work. When at work, your attention should be on getting the job done without the override of personal problems. Just as bill paying and personal phone calls should be reserved for break time and after hours, so should romantic or intimate relations.

The old adage of not mixing work and personal life is coming under new scrutiny. Corporate travel, long hours in luxury hotels, late night work, and weekends are contributors not just to short-term flings, but to longer liaisons as well. Although interoffice relationships are gaining wider acceptance among employees, interoffice romances are still fraught with danger.

If you find that a coworker is touching your heartstrings, give careful consideration to the future of your job and career. Office romance can create competition for promotions or put you in a compromising position. For instance, it would be difficult to resolve the conflict of interest that would arise if one of you were in a position to impact the other’s career. Do you place your loyalty and responsibility with your employer or your love interest? In addition, you must each be able to trust that the other will not reveal personal information to fellow employees or supervisors. It can be difficult to nurture a relationship when there is fear about repercussions when things go wrong. You will need a plan and a strategy to keep work and romance separate.

It is essential that you keep the relationship discreet; this can be quite a challenge. Any meeting during the workday must be private, brief, and without obviously romantic overtones.

Romance in the workplace has caused tremendous concern for companies and is even forbidden in some companies. Many companies have nepotism policies that prohibit employment of spouses or other relatives in order to avoid any accusation of favoritism to relatives, especially in promotions. Some companies require that the two individuals work at separate office locations or in different branches of the company. If your relationship is long term or you are married, one of you may be required to leave the company.

Check your company’s policy before entering into a relationship at work or at least before the relationship becomes public, which it inevitably will. Companies are seriously concerned about loss of productivity and problems that might occur if the relationship goes sour. Companies also fear sexual harassment lawsuits that may arise when workplace affairs go wrong.

If you meet the “right person” and begin a romantic relationship, check the company policy. As much as possible, it is best to avoid romantic associations with others sharing your workspace, with those who have similar work responsibilities, or with individuals of lower corporate stature, as when the vice president of marketing is dating the company receptionist. You should also avoid romantic associations with those whom you see regularly at work.

Corporate policies can be established to provide guidelines for romance in the workplace. If they are not written where you work, inquire as to any unwritten policy. Regardless of how strongly you are attracted to a coworker, think about the consequences to both of your future careers.

Romance in the customer/client area can also be sticky. Being romantically linked with a client may seem reasonable but again, beware. Will job productivity suffer? Are you getting your job done effectively? Is the relationship with the client still profitable for the company? Being linked to a client romantically can lead to gossip, resentment about possible favors, demands for extra corporate perks or other considerations, and expectations beyond the normal company/client relationship. Check your corporate policy, if there is one, discreetly consult with a supervisor, and be mindful of the possible implications for your future.

CULTURAL COURTESY

Everyone dealing in today’s global markets is touched by cultural diversity. Knowing what to do and having an understanding of cultural differences eases the way to a long and profitable business association. When traveling abroad or meeting foreign guests, be aware of cultural considerations that can make a difference in your business relationship. Learn a few words in your foreign guest’s language if you want to change your reception from cool to cordial. Visitors almost always appreciate that you’ve taken some effort to make them feel welcome and comfortable.

You’ll also need to understand any gestures or topics of conversation that should be avoided. You may ask about children, but not about a spouse. Avoid talking about religion or the politics of their country. Knowing the names of the country’s leaders is appropriate. Many cultures follow formal protocols, both in business and in their daily lives. For instance, careful considerations may be necessary in planning seating arrangements at meetings to show your respect for their more formal ways. For instance, the number of seats at the table and the time of day for the meeting may be important.

In general, when working with foreign visitors,

Speak and act in a formal way. Avoid profanity or language that is overly friendly, as it may be perceived as inappropriately familiar.

Know and use titles. Be especially careful not to use first names unless you are invited to do so; address visitors as Mr. or Ms. if there is no other title.

Know and pronounce names correctly. This may take some practice when names are unusual or unfamiliar; repeat the names when you are introduced.

Be punctual. Tardiness is very inconsiderate.

Dress conservatively. Avoid flashy clothing and jewelry that may not be appropriate. Practice good grooming habits.

Gifting practices also vary; some cultures have protocols for accepting and giving gifts and strict guidelines as to appropriate gifts. The Japanese value gift wrapping and expense of the gift. Gifts to Asian peoples should never consist of four items, as that is symbolic of death in their tradition. Easily transported gifts of fine chocolates, local edible products, coffees and teas, and regional items make appropriate gifts.

Dietary customs also vary in other cultures and in other religions. You’ll need to know if your guests are observing a fast, during which they do not eat for a set period of time, often in observance of religious belief and sometimes for other purposes as well. You’ll also need to know if your visitor observes any dietary restrictions. Many people also avoid certain foods; beware of preferences in selecting the places where you will be dining. This will be particularly important if you are planning a business meal. Dining times vary by country.

Know the holidays, religion, and government of your guests. A friend once had an English client who became very concerned when he couldn’t reach their office for several days one November. It was Thanksgiving, a strictly American holiday, and he wasn’t aware of it! Your guests may observe religious or other significant days of which you are not currently aware.

In your conversation, avoid comparing one country with another. In fact, avoid criticism of any country. Your guest may find your comments offensive or uninformed. In any case, they may conclude that you are quick to make judgments about others. Humorous jokes often fail to translate well and should be avoided. Every culture has its own appreciation of humor.

While with your guests, avoid showing lots of money or large bills and avoid casual remarks about money. Many cultures are sensitive about these issues for one reason or another. Current exchange rates also tend to fluctuate somewhat and may be a cause of concern.

WOMEN IN THE WORKPLACE

Women are reaching higher levels of management and accepting increased business responsibilities. Breaking through the glass ceiling continues to be a difficult and ongoing battle. Women are overcoming obstacles and making progress by bringing their unique skills to the workplace and developing business ethics that complement their values.

These skills include the ability to compromise, to be calm, to listen intently, to search for win-win solutions, to focus, to be nurturing, to be supportive, and to be a leader. This is not to say that these skills are not present in men, they are not as recognizable. Men tend to appear more ruthless and cutthroat in business negotiations. Generally, winning is the game for men while win-win is totally acceptable to women.

Unfortunately, issues such as negativism, backbiting, and gossip continue to be as common among women in business as among their male counterparts. Sadly, some men and women who rise to the top begin to criticize others along the way, believing that by causing their coworkers to appear incompetent, they appear more competent. Women, by emulating their male counterparts, sometimes unknowingly often prevent other women from advancing in their careers. Because women bring the sensitivity and emotion to the workplace that is so often minimized in the male-dominated world, they would be well advised to actively make efforts to mentor others and to help them learn which skills to enhance and which actions to avoid to accelerate their career advancement.

Although it may be true that many women are content to work in supporting business roles and are satisfied being contributors, many are also striving to achieve increased responsibilities and strong leadership roles. Because it is so difficult to break through the glass ceiling, many women entrepreneurs are founding their own companies and thus are performing the strong leadership roles they desire and are becoming role models for women in the corporate world.

Misinformed women often compromise themselves by attempting to conduct business the way men do. Competition at the top is keen no matter what the gender, and if a woman conducts herself as men often do, she will often be brutally chastised by her male counterparts. Once a woman has broken through the glass ceiling, to be really successful she must continue to use her unique qualities. Women can make compromises in ways that do not affect their personal values, can play by the rules once they are defined, and be totally focused and professional without defaulting to defamatory criticism and comments. Women need to realize that their opinions are valuable, that they have as much right to express what they are thinking as anyone else, and that they have the required skills to perform any management function required. Women earn respect by being competent and fair in all their business activities.

What can women do better to make themselves credible? Learn to speak with authority. Be an expert on your subject without flaunting it. Be able to chair a meeting using Robert’s Rules of Order. Keep meetings on track by addressing the issues and not succumbing to or participating in small talk. Dress conservatively, but with personal style, keeping in mind that you are selling your expertise, nothing else. Practice good grooming habits and make sure that your personal image is perfect when you arrive at the next business function.

Dressing professionally is an art. Clothes should be conservative but with personal style and good taste. There are personal consultants who can shop with you to get the right professional image. There are aestheticians who can help design a makeup ensemble that is professional and attractive. Women should use personal consultants, estheticians, manicurists, pedicurists, and other professional services so that they can always look their very best. When you know that you look great, you will exude confidence and your business role will reflect this confidence.

 

Gender and Etiquette

Gender has no place for issues of etiquette in the business world. The issues of etiquette around who opens a door, who assists whom, whether men stand up when women enter or leave a room, cause confusion. The basic rule to follow is that we are colleagues, and if someone needs assistance with a door, carrying packages, or whatever, offer assistance. Otherwise, as a thoughtful and courteous gesture, a man should open a door for a woman. If he doesn’t, don’t make an issue of it for men are often confused on whether they should help a woman in the “liberated” women’s world. My belief is that women can be feminine and professional while accepting courtesies performed by men.

CUSTOMER SERVICE

Customer service is important to all aspects of doing business with your clients. Every client wants to be acknowledged, to feel respected, and to believe that his business is valued. Every contact with a customer is a form of customer service. Practicing good manners and proper etiquette is important to building and nurturing customer relationships.

When your client enters your office, you want him to be greeted cordially and to see a clean, attractive office; desks neat, furniture in good condition, clean floors, all with a comfortable, pleasant, and productive ambiance. You want the people working to look clean and well groomed, with clothing that is appropriate for the service, location, and place of work. Take a look at your office or business from your customer’s viewpoint and see if there are changes you might consider.

Is the entry lobby or waiting area pleasant and comfortable?

Are desks and work surfaces neat, but not barren?

Are there comfortable chairs for clients/customers to use?

Does your receptionist face the entry door?

Are clean rest rooms available for clients and workers?

Is the background noise or music quiet and pleasant?

Do employees appear to be appropriately dressed for their work?

Customer service is a key concept in today’s business world. For good reason, customers have every right to expect service that is not only prompt and professional but also pleasant. When you know your clients well you can anticipate their needs. When you also know your product and deliver good service, your positive reputation grows, and customers will seek your business and services and refer others to you. The key factors for quality service and superior customer care are the following:

Listen actively and ask questions to better understand what your customer needs.

Offer more perceived value. Give more than the customer expects. You can offer to pay the shipping charges, include a return label for easy returns, offer free upgrades to software. You can make follow-up calls to check on customer satisfaction and send a thank you note after a large purchase. I work with a supplier who tosses a few pieces of hard wrapped candy into his packing material!

When you speak with your clients, avoid using profanity, telling ethnic jokes, or using inappropriate humor. In participating in such conversations, you take a risk of leaving an unprofessional image.

Return phone calls promptly. No one wants to feel ignored or that their concern is not important. Call to make sure your customer is happy with the services they received. Keep in touch with your clients so that as other needs arise, you’ll be ready to deliver. You can also keep them apprised of new services you have to offer.

Be visible. Your clients like you to see them and speak with them. The idea of knowing the owner or salesperson appeals to customers.

Thank your client for her business and her input and feedback. To thank your client is more than just polite; it’s good business.

Your customer is the reason you have a successful business. Service is what you have to offer to distinguish yourself from your competitors. Service your clients in ways to help them do their jobs better. Always strive to make every situation a win-win one. We are all in the business of service whether we are offering a product, management, or a production line. The ultimate goal is to have satisfied clients/customers. How can you best accomplish this? By giving the best of yourself to your business associates, colleagues, and clients, treating them with dignity and respect, helping them to do their job better, and delivering what you promise, both in product and in service.

Have you noticed how often we hear stories about poor service? It seems that one will tell others when they get good service, but they’ll tell ten times as many people if they get poor service. Imagine the impact even one incident of poor service could have on your business. A neighbor purchased a new kitchen stove that he also had installed. Unfortunately, the stove wouldn’t work properly. It took two service calls before the problem was determined to be a damaged part that had to be ordered from the manufacturer. He waited three weeks without any word from the store. He eventually called and no one seemed to know anything about the ordered part; they finally told him the order must have been lost, and they’d have to reorder it. Naturally, he was pretty unhappy. While he was waiting (and waiting) for them to repair the brand new stove, they sent an invoice marked overdue, which made him even more unhappy with the store and the way they treated him. He told me this story, just as he told every neighbor on the block. Word of mouth is such a powerful referral!

Your ability to convince your client that she is important to your company and that you will give her excellent service is what makes her happy to be a repeat customer and to refer friends to you. The manner in which you treat your customers with courteousness pays off with their business and their loyalty. Greeting customers with a smile, in person or on the phone, efficiently correcting any problems, and offering quality products will create trust and loyalty. When you succeed in making your customer feel important to your business, he will bring you repeat business and referrals.

Customer service is customer care. It is your expression of caring for your clients and their needs. When you bring new people into your business, make sure they understand the importance of your clients and their business. Always treat your client as though he is your best and only client.

THE HOME OFFICE

There are definite benefits to working at home. Foremost among them is the flexibility that comes from being able to set your own schedule and your own priorities. You also have no outside demands from coworkers, no dress code, and no set work hour schedule. You can walk the dog and care for the children.

The negative side of working at home is that you have no one to talk to (at the water cooler or copy machine) or consult with. Working at home can be lonely. It also requires self-discipline. It’s easy to be distracted by the chocolate cake from last night, the project you started in the garage, or the letter you promised Aunt Matilda. You may also begin to forget about good manners and proper etiquette where they aren’t necessarily on display all day. You’ll need to keep your manners tool kit, that is, your etiquette skills, polished and ready to use, anytime you have dealings with the outside world, whether by phone, fax, e-mail, or by personal consultation from your home office. You can become lazy at home, thus practicing your etiquette skills at every opportunity is all the more important.

You may work at home because you run your own small business or you are part of a work-at-home program of a larger company. With the array of electronic office machines available, it is possible to be at home or even be in another part of the world and still be connected with the corporate offices.

Perhaps one of the greatest challenges of working at home is maintaining and promoting your own professional image. You can wear your pajamas and bunny slippers while conducting business and, of course, no one can see you. Are you aware, however, that the professionalism you project in your voice and your choice of words is based on what you are wearing and how you are sitting? Strange as it may sound, it is true. Most people act according to the way they are dressed. Think about how different you act when you are dressed appropriately for an important meeting as opposed to how you act when you are dressed to go out and mow the lawn or play tennis. You don’t necessarily need to wear a business suit in your home office, but for best results you should be dressed in appropriate street clothes and sitting in a chair at a desk whenever you are working. Clothing you wear to work at home may not be adequate for outside meetings. Do you have a professional wardrobe for business meetings?

Working at home can create problems when you need to meet with clients or other visitors. Will you entertain visitors in your office? Do you have seating for them in your office, or will you use some other part of your home to meet? You may prefer to meet with clients in their place of business or over coffee at a local coffee shop, depending upon the nature of your business. Dining etiquette will take on a greater significance if most of your meetings involve dining settings. Are there other kinds of meeting places nearby? You’ll also want to consider how you will handle mixed gender meetings and meetings with strangers in the relative privacy and seclusion of your home. Both you and your guest need to feel comfortable and safe no matter where you meet.

Keeping your home office or workspace organized will also help you to project the professional and competent image necessary for success. In your home office,

Keep important business files readily accessible.

Have a business phone line separate from your home phone line.

Have a separate phone line for your computer (e-mail) and fax.

Have a separate phone line for your fax if you have a separate fax machine and your business warrants one.

Have a specific place for the laptop or computer.

Have ample light in your office.

Create a pleasant environment for yourself.

Have adequate heat or air-conditioning to work comfortably.

Minimize distractions from barking dogs and crying children.

Choosing to work at home brings other considerations as well. If you do not wish people to know where you live, establish a post office box as your mailing address. Depending upon the nature of your work and how many visitors you see in your office, you may need an outside entrance to your office. Others living in your home, such as your spouse, may not appreciate strangers traipsing through the living room and down the hall. Besides, most households have all kinds of activities in progress, many of which are not going to seem very professional. Have you wondered what your guest might think when they have to step over your daughter’s naked Barbie doll?

When you work at home, you can also miss out on opportunities to network with colleagues and other business associates. Make plans to take an occasional business seminar or join a business club of some kind to further your professional growth. Be sure to practice proper etiquette at these functions to make the best impression possible. The person you meet may be your next client.