Generational Identity in the Workplace

Communication and Managing Conflict

November 25, 2008

Dr. Judy Laws

Graybridge Malkam

““Seek first to understand, Seek first to understand, then to be understood”then to be understood”Stephen

R. CoveySeven Habits of Highly Effective People

Agenda

• Generational differences and communication

• Generational differences and managing conflict

• Strategies for communicating across generations

Disclaimer

• Different generations require different approaches

• But be careful not to stereotype – “generations” is just one lens that can be used to help understand people. It is not the only lens.

Communicating Across Generations

Activity

Three Way Communication

I’ll just email the DG with this great

solution!

Why is he still talking, I understand what he wants….

Lets schedule a conference call to get everyone’s input and discuss

Who’s Communication Style?

Gen XGen Y

Boomer

Communication StylesVeterans Boomers Gen X Gen Y

Definition Send me a formal briefing

Lets meet to discuss

Call or email when its important

Send me a text

BehaviourandExpect-ations

Face to face or written communication is preferred

Expect thorough answers with many details

Efficiency and directness – get to the point

Technology means fast questions, fast responses and access to everybody, no matter what level of seniority

Only tell me when its really good or really bad.

Feedback once a year and lots of documentation

Sorry to interrupt, but how am I doing?

Feedback whenever I want at the push of a button

the "silent generation“ - don't expect members of this generation to share their thoughts immediately

Want to be spoken to in an open, direct style and dislike controlling language

Expect to be kept in loop on activities

Resent being spoken down to

Responses to Conflict

• Veterans = “Oh no…they’re the bosses. I couldn’t do that.”

• Boomers = “Let’s bring everyone together and we will resolve this.”

• Gen Xers = Tell their coworkers in a straightforward way if there’s something they disagree with or don’t like.

• Gen Ys = Don’t cope well with “in your face” conflict, such as unhappy customers complaining curtly about service.

Managing Conflict

Sources of Generational Conflict

• Work Ethic

• Work-life Balance

• Feedback

• Communication Style

• Job Changing

• Rewards

• Training

Case Study: Managing Conflict

A manager of a group of 15 employees spanning all four generations comes to you, the human

resources rep, with a problem. Some of the older workers are complaining that the younger

employees are playing computer games over lunch. They feel this is inappropriate behavior on

the job; he younger generations say that it is relaxing to them, and who cares what they do for

their lunch time?

How should you coach the manager to handle this conflict between her employees?

Solutions to Address Generational Conflict

• Get to know the different generational motives. Remember, each generation has a different motivating force, i.e. Generation X = quality of life, Generation Y = meaningful work, etc.

• Don’t judge a book by its cover. Look beyond appearances to the generational core value that is driving the behavior of the person.

• There is no “I” in team. A four-generation team that works together well will undoubtedly produce stronger results than any single focus group could.

• It’s not what you say, but how you say it. Generational clashes often stem from miscommunication in tone or how the message is communicated, i.e. style comes across as bossy or too direct. Train all employees on effective communication strategies, i.e. how to have difficult conversations, resolving conflicts, etc.

• Age doesn’t have a number. Adopt “ageless thinking” and look at how each generation shares a common history.

It’s Monday Morning…

What are the three things you are going to do differently on Monday as a result of attending this session?