COMMUNICATING ACROSS THE

GENERATIONS

Presented by

Teri Zuege-Halvorsen, MS

Assistant Professor Family Living Educator

UW-Cooperative Extension

Program Outline

Introduction and Overview Background of the Generations How Do Generational Differences

Affect You? Communicating Across the

Generations

Workshop Goals

Increase knowledge and understanding of the four generations

Enhance comprehension of how generational differences affect working styles

Promote skills for effective intergenerational communication

Generational Diversity

Generational differences represent a critical aspect to workplace diversity.

How you view generational differences is based on your generational perspective.

Are you a mature, one of the many loyal “company people” most comfortable

with a top-down management approach?

Do you work for a driven and dedicated Baby Boomer willing to work late to

prove themselves?

Do you have team members who are Gen X’ers, most comfortable with casual

dress and flexible hours, resentful of traditional power and politics?

Is your organization prepared to recruit and retain Gen Y’s, a group of idealistic,

multi-tasking web-surfers?

Generations Brainstorming

The Matures Born between 1925-1945 Almost 6% of them are still in the

workforce, although many are part-time

Also known as the: veterans, seniors, traditionalists, silent generation

The Baby Boomers

Born between 1945-1963 or (1940 – 1960)

Over 72 million strong

Also known as: Boomers

The Generation X’ers

Born between 1964-1980

58 Million

Also known as: X’ers, BabyBusters, Post-Boomers,

The Generation Y’s

Born between 1981 and 2000

80 Million Strong

Also known as the:millennials, nexters, Nintendo Generation,Internet Generation

Cuspers

those born close to the dividing line between two generations. Are often able to straddle both generational

defining moments/signposts. Sometimes identify with one or the

other

Matures: Defining Events

The Great Depression & Dust Bowl The New Deal Social Security Established Golden Age of Radio Pearl Harbor Attacked WW II and Korean War Rise of Labor Unions

Boomers: Defining Events

Economic Prosperity Bay of Pigs Expansion of Suburbia Focus on Children Television/Rock & Roll Vietnam Assassinations Civil Rights Movement Cold War/McCarthy Hearings Space Race/Moon Landing

Gen X’ers: Defining Events

Watergate, Nixon resigns Roe vs. Wade Challenger Disaster Computers Single-parent homes Latchkey Kids MTV AIDS Harsh economic conditions/energy

crisis

Gen Y’s: Defining Events Technology -Internet Reality TV Multiculturalism Desert Shield/Storm Clinton Scandal Columbine & others Oklahoma City Bombing 9/11 – War Political Landscape

What Berlin Wall?

How Their Times Shaped Them

Generational Descriptors

Matures

Boomers Gen X’ers Gen Y’s

Defining idea…

Duty/Sacrifice

Individuality/Work

Diversity/Independence

OptimismCollaborate

Success because

Fought hard & won

Born and should have it

Have two jobs

Tenacity

Style… Team player

Self-absorbed

Entrepreneur

Team player

Leisure is…

Reward for hard work

The point of life

Relief Part of life

Generational DescriptorsMatures Boomers Gen X’ers Gen Y’s

Education is…

A dream A birthright

A way to get ahead

Life-long

Surprises in life are…

Some good, some bad

All good Avoid them – they are usually bad

Can be good

Future is… Rainy day to work for

Now is more important

Uncertain, but manageable

Can be planned for

Managing money…

Save Spend Hedge Spend parent’s $

Generational Descriptors

Matures

Boomers Gen Xers

Gen Y’s

Program means…

Social program

Cultdeprogrammers

Software

Sophisticated software

They celebrate…

Victory Youth Savvy Knowledge

The family…

Mom and Dad Grandpa,Grandma

Mom and Dad

Mom or Dad

Mom or Dad

Generational Descriptors

Matures Boomers Gen X’ers Gen Y’sSex… On your

honeymoon

In your car

Over the Internet

Back to basics

The phone is…

Rotary Touch tone

Cellular Wireless/Texting

Technology

Slide rules

Calculators

Spreadsheets

Game Systems

Source: Rocking the Ages, Smith, J. Walker and Ann Clurman

Generational Clash in the Workplace

Worldwide economy Rapid change in the workplace Mergers, acquisitions,

consolidations- Downsizing of organizations- Elimination of middle

management Less union activity/changes in

public unions - Seniority is only one element of promotion

Technology

The Result: No job is safe, and no career

assured.

Causes employees to identify more with their generation and blame other generations for workplace problems and issues.

The real generational workplace conflict is based on differences in values, ambitions, views, and mindsets.

Mature Values

Dedication/sacrifice

Law and order Strong work

ethic Risk averse Respect for

authority

Patience Delayed reward Duty, honor,

country Loyalty to the

organization

Boomer Values

Optimism Team work Personal

gratification Health and

wellness

Promotion and recognition

Youth Work Volunteerism

Gen X Values

Diversity Thinking

globally Balance in life Computer

literacy Personal

development

Fun Informality Independence Initiative

Gen Y Values

Optimism Civic duty Confidence Ambition/

achievement Tradition

Education Idealism Fun Diversity Personal

development

Matures at Work

Assets

Stable Detail oriented Work

experience Loyal Customer

service

Limitations

Uncomfortable with ambiguity and change

Reluctant to buck the system

Uncomfortable with conflict

“We’ve always done it that way” response

Boomers at Work

Assets Service

oriented Driven/

dedicated Willing to “go

the extra mile”

Good at relationships

Want to please

Good team players

Limitations Not naturally “budget

minded” Uncomfortable with

conflict Put process ahead of

results Sensitive to feedback Judgmental of those

who see things differently

Gen X’ers at Work

Assets Adaptable/flexible Techno-literate Independent Not intimidated by authority Creative

Limitations Impatient May have

poorer people skills

Not as much experience

Skeptical, some are cynical

Gen Y’s at Work

Assets Loyalty Optimism tempered

with realism Tolerant Multi-tasking Technological savvy

Limitations Need for supervision and structure Inexperience, particularly with

handling different people issues Customer service levels are low

Matures: Training & Development

Training Take plenty of time

Give them the “big picture”

Share the company/organizational history

Let them share their experiences

Developing Technology

Don’t stereotype as technophobes

Use formality and order

Don’t rush it

Boomers: Training & Development

Training

Focus on the future

Focus on challenges

Focus on their role

Development

Meetings and team building

Provide developmental experiences

Use business books and training videos

Gen X’ers: Training & Development

Training

Offer them access to computer-based informationand resources

Provide resource lists

Focus on balance

Have some fun

Development

Help them train for another job

Self-study online courses

Keep materials brief – bullets/checklists

Gen Y’s: Training & Development

Training Take plenty of time

Model the behavioryou want to see

Communicate expectations

Have some fun

Development

Focus on customer service and interpersonal skills

Provide a mentor; preferably a mature

Large teams with strong leadership

Messages that Motivate Matures

“Your experience is respected here.”

“It’s important for the rest of us to hear what has, and hasn’t, worked in the past.”

“Your perseverance is valued and will be rewarded.”

Messages that Motivate Boomers

“You are important to our success.”

“Your unique contributions will be recognized and rewarded.”

“What is your vision for this project?”

Messages that Motivate Gen X’ers

“Do it your way.”

“We’ve got the newest technology and a lot of professional development.”

“There aren’t a lot of rules here.”

“We’re not very corporate/rigid.”

Messages that Motivate Gen Y’s

“We provide equal opportunities here.”

“Your mentor is in his/her sixties.”

“You are making a positive difference to our company.”

“You handled that situation well.”

Communication: Levels of Response

Level 1Acknowledge and let it go.

Level 2 Change your behavior.

Level 3 Use a generational template to talk it over.

Source:The Xers & The Boomers, Claire Raines, Jim Hunt

Acknowledge and let it go Learn to “pick your battles”

Acknowledge that generational differences exist

Identify the generational factor involved with a co-workers behavior or response

Let your annoyance go and move on

Change your behavior React by altering your response

based on the generational principles you have learned

Make a conscious decision as to what you are going to say, or not say, what are the most appropriate words to use in your response, what is the most appropriate way to respond

Use a generational template

All involved recognize and acknowledge that each generation has a preferred communication style.

They go a step further and discuss how these preferences are affecting their situation.

They come to a mutual agreement about more effective ways to communicate with

each other.

Case Studies

USING THE ABC APPROACH

Accommodate differences

Be flexible

Create an atmosphere of trust

ACCOMMODATE DIFFERENCES

A diversity of perspectives enriches an organization

Understand and appreciate generational differences

Recognize and reward in ways appropriate to generationally diverse needs and desires

BE FLEXIBLE

Step “out of the box”

Focus on the end result rather than the process

Stay open to all possibilities

CREATE AN ATMOSPHERE OF TRUST

DO NOT micromanage!

Involve staff and volunteers in planning and decision making

Provide clear, specific goals, the resources need and then step out of the way!