SESSION 505 Thursday, November 3, 11:15 AM - 12:15 PM

Track: People, Culture, and Value

Closing the Generation Gap

Fancy Mills Faculty,HDI fancymills@yahoo.com

Rae Ann Bruno President,Business Solutions Training Inc. rbruno@businesssolutionstraining.com

Session Description

Most of today’s organizations have a minimum of four generations in the workforce. Leaders are being challenged to understand and manage across the generation gap, and a better understanding of each generation will help leaders engage their teams and become more successful. During this interactive session, Fancy Mills (Gen X) and Rae Ann Bruno (Baby Boomer) will share insights and tips to help you close your organization;s generation gap. (Experience Level: Fundamental)

Speaker Background Fancy Mills has more than fifteen years of customer and technical support experience, specializing in training, consulting, recruiting, quality, and workforce management. As a member of the HDI Faculty since 2006, she has certified thousands of support professionals, managers, directors, and corporate trainers around the world. In addition, Fancy has developed and facilitated customized training for Fortune 500 companies, including Dell Computer Corporation, focusing on presentation, communication, and time management skills. Rae Ann Bruno, President of Business Solutions Training Inc., consults and trains in various areas of ITIL, KCS, communications, internal marketing, metrics, and process improvement. Rae Ann holds several ITIL certifications, is a faculty trainer for HDI, and author of the HDI focus books Translating IT Metrics into Business Benefits and What Have You Done for Me Lately? Creating an Internal Marketing Culture. She’s also a member of the HDI International Certification Standards Committee.

Session 505Closing the Generation Gap

Rae Ann Bruno

Fancy Mills

Goals Today

• Understand the differences between the generations in the workplace.

• Address the challenges of managing and motivating across the generations.

• Provide tips for overcoming these challenges and creating a work environment where these generations can collaborate, work well together and thrive.

• Instant polls and a multi-generational live panel.

1. Go to: Kahoot.it2. Type the pin

Number3. Type your

nickname4. Wait for the

question!

Multi-Generational Audience

Generations in the WorkplaceUnderstanding Multiple Generations

More than one in three

American workers

today are Millennials

(ages 18-34)

The U.S. Workforce Today

Other generations are finding themselves hired and

managed by younger people.

Baby BoomersGen XMillennials

The oldest of the GEN 2020’s about to graduate

from college and enter the workforce.

Millennials in the U.S. Workforce Today

Millennials are known as being

willing to take more risks, grabbing

opportunities as they come along,

and having entrepreneurial

flair.

In 2015, Millennials surpassed Generation X to become the largest share of the American workforce, according to new Pew Research Center analysis of U.S. Census Bureau data.

Source: http://genhq.com/findings/

Characteristics - Traits and Triggers

• Older generations tend to be loyal to their employers and have a strong work ethic. • Both Traditionalists and Baby Boomers are comfortable working 50-60 hours a

week.

• Younger generations look for impacts on themselves and want to managers of their own careers. They don’t know if their jobs will be there in 5 years.• Opportunities to grow and develop are very important.• Generation X and Millennial workers are looking for the fast track to success. • They want to learn everything so they can do everything themselves.• Generation Y are driven by technology.

1. Go to: Kahoot.it2. Type the pin

Number3. Type your

nickname4. Wait for the

question!

KAHOOT.IT

Live Audience Panel

• We’d like to have volunteers from the audience – 2 from each generation.

• We will have two rounds of questions (2 separate panels).

• Panel 1 – Multi-Generational team challenges

• Panel 2 – Ways you’ve successfully “bridged the generation gap”.

Submit your Questions to the Panel

• Go to https://todaysmeet.com/itSMFpanel

• Type a nick name on the right side

• Type any questions you may have

Compare Generational Preferences

• What are the communication preferences across generations?

• What stereotypes exist (about generations)? How can we get past these?

• What do you expect from your company (ask each generation):• Culture

• Benefits

• Community Focus

Compare Generational Preferences (Panel)

• What are the communication preferences across generations?

• What stereotypes exist (about generations)? How can we get past these?

• What do you expect from your company (ask each generation):• Culture

• Benefits

• Community Focus

Live Panel Questions

Creating a productive multigenerational workplace.

Approaching the Gap

• Check your own bias

• See it their way.

• Numbers game.

• Tech, Tech, Tech

• The Good News

Bridging the Gap

Be aware of preferred work styles:

• Veterans tend to prefer detailed directions and guidance.

• Baby Boomers work best in teams, value meetings and ask for direction when needed.

• Gen Xers, many of whom grew up as “latchkey” kids, are independent, resilient and adaptable. They work best when they are empowered to work alone to get the needed result.

• Gen Yers respond well to workplace structure, challenges and coaching. Like Boomers, they work well in team situations.

Creating Multigenerational Teams

• Help each generation to understand each other and to work more effectively together. Host an initial training on each generational style and characteristics.

• Create effective multigenerational teams by publicly identifying each person’s skills in the group. i.e., “Richard has years of experience in graphic design which may benefit your group’s presentation.”

• Develop clear goals and expectations for each team.

• Hold every member accountable for their individual group participation, i.e., “What role did you play in this project?”

• Offer ongoing formal feedback to modify behavior and performance. Meet with each team individually to monitor their success and challenges.

Working Across Generations

Bridging the Gap

Adopt effective communication techniques:

• Veterans are used to formality — a memo, personal conversation or a phone call.

• Baby Boomers also respond best to personal contact but have adapted to voice mail and e-mail.

• Gen Xers expect the direct, immediate response that e-mail and instant messaging bring.

• Gen Yers and Millennials have communicated via technology all their lives. It’s no surprise that they find cell phones, texting, and social networking essential and effective.

Bridging the Gap

Identify the most successful feedback techniques:

• Veterans understand “no news is good news” and expect feedback only when a goal is met.

• Baby Boomers expect corporate accomplishments to be recognized through promotions, a hierarchy of titles and a yearly pay raise.

• Gen Xers and Gen Yers both seek immediate and continual feedback to assure they are on target with organizational goals.

• Gen Yers, especially those raised with high expectations and much praise, appreciate immediate rewards.

Bridging the Gap

Understand expectations of work/life balance:• Veterans and Baby Boomers believe hard work leads to

success and expect to adapt personal life to the needs of the organization.

• Gen Xers enjoy challenging work but want balance in their lives.

• Gen Yers are committed to their careers but expect to use the flexibility of time and technology.

Bridging the Gap

Recognize the different reactions to conflict: • Veterans grew up respecting authority and utilizing the

corporate chain of command.• Baby Boomers look for team consensus.• Gen Xers prefer to resolve problems immediately and

directly. • Gen Yers proactively utilize the conflict management skills

taught during their school years.

Thank you for attending this session.

Please don’t forget to complete an evaluation for this session!

Evaluation forms can be completed electronically on the

FUSION 16 Conference App.

If you’d like to have a Dropbox link for articles and resources, please send an email:

Email: rbruno@businesssolutionstraining.com

Contact Info:

@raeannbruno

www.linkedin.com/pub/rae-ann-bruno/0/395/99b

Email: fancymills@yahoo.com