INTERGENERATIONAL COMMUNICATION

Learning Objectives

• Identify and describe key traits of four generations• Describe how generational differences can shape

professional behavior and interactions• Identify ways to adapt communication styles to

communicate more effectively across generations• Make decisions on how to adapt workplace behaviors

and practices to attract, develop, and retain different generations of employees

Norms

• Be open• Listen actively• Participate fully at your own comfort level• Share “talking” time • Use “I” statements• Use only hypothetical examples• Ask questions• Honor confidentiality• Treat others with respect• “Ouch” and educate• Have fun

Please make sure all cell phones and pagers are turned to “vibrate”

mode!

A Key Message from Phi Beta Sigma

The characteristics and attributes associated with individuals in the described generations represent

generalizations determined by third-parties with expertise in this area. They

do not represent the official views of Phi Beta Sigma or any of its

executives, and should not be construed as such.

Generations Icebreaker Questions

“The many identities that define each person as a unique individual including:”

Definition of Diversity

• Age

• Education

• Socioeconomic class

• Race

• Ethnicity

• Gender

• Nationality

• Language

• Religion

• Sexual orientation

• Physical & mental abilities

Diversity Wheel

Source: Adapted from Marilyn Loden, Workforce America, 1991

Why Focus on Generations ?

Old Proverb

People resemble their times more than they resemble

their parents….

Stereotypes vs. Cultural Patterns

• Stereotypes– Generalizations that

we make about a group of people based on a particular diversity dimension that they share

– Fixed and absolute

• Cultural Patterns– Refers to the shared

norms and values which make up a cultural group’s “programming”

– Flexible for individual differences

Which Generation do you most identify with?

NAME OF GENERATION

AGES YEARS

Traditionalists 60 Years PlusBorn before

1946

Baby Boomers 43 – 61 Years of AgeBorn between

1946-1964

Generation Xers 27 – 42 Years of AgeBorn between

1965-1980

Millennials (Generation Y)

7 – 26 Years of AgeBorn between

1981-2000

Generations Icebreaker

Group Discussion

• How did you wear your hair in eighth grade? In High School?

• What television/radio shows did you watch/listen to after school or on Saturday mornings?

• Who were your heroes and heroines when you were growing up?

• What world events were going on when you were growing up?

Generation Heroes and Heroines

TraditionalistsBorn before 1946

Baby Boomers1946–1964

Generation X1965–1980

Millennials1981–2000

Heroes and Heroines

War Heroes, Political Figures

and Parents

Superman

Franklin D. Roosevelt

George Patton

Jackie Robinson

Joe DiMaggio

Winston Churchill

Political Figures Civil Rights

Movement (Pro or Con)

Martin Luther King, Jr.

Rosa Parks

The Kennedy’s

Actors, Athletes, Musicians across

Race/Gender lines

Michael Jordan

Bill Cosby

Michael Jackson

Selena

Howard Stern

People in Business, Singers, Musicians, Actors,

and Parents

Bill Gates

Tiger Woods

Allen Iverson

Mom and Dad

Description of Generations

You might be a Traditionalist if you remember:

Traditionalists—Born before 1946

• Upbringing– As children, grew up in hard

times– Many lived in segregated

communities and attended segregated schools

• Key Events Shaping their Lives

– Stock market crash• 2000+ banks failed • 9 million Americans lost life

savings– 1930s Great Depression

• 86,000 businesses closed their doors

• By 1932, 1 out of every 4 workers was unemployed

– World War II

• Values/Beliefs– Place duty before pleasure– Believe patience is its own

reward; are willing to wait for delayed gratification

– Value honor and integrity

Traditionalists—In Professional Environments

• Wants– Want others to respect them

and value their expertise, which was gained over time and through experience

• Preferences– Hierarchy—respect authority,

even sometimes when it frustrates them

– More formal communications – Spelled out roles and

responsibilities– Clear directions– Stability

• Workplace Behaviors– Avoid challenging the system– Maintain dedication to a job,

once they take it– Most are not technology savvy,

and tend to avoid using it– Engage in face to face

communications

You might be a Baby Boomer if you remember:

Baby Boomers—Born 1946–1964

• Upbringing– Indulged by their parents– Were told they would be the

generation that would change the world

– Experienced integration in neighborhoods and schools

• Key Events Shaping Their Lives

– John F. Kennedy Assassination– Vietnam War– Civil Rights Movement– Man landing on the moon– Healthier/ Post War Era resulted

in a baby born every 17 minutes for 19 years—resulting in 76 million baby boomers

• Values/ Beliefs– Optimistic– Personal Gratification—now

versus later– Personal Growth– Involvement

Baby Boomers—In the Professional Environment

• Wants– Want to change the world and

the workplace to suit their needs—including government policy and consumer products

– Want to please everyone

• Preferences– Prefer the process of getting

things done, sometimes to the detriment of achieving results

– Prefer convenience and immediate gratification versus delayed gratification

• Workplace Behaviors– Live to work—put in long work

hours– Driven—willing to “go the extra

mile”– Good at Relationships– Good Team Players– Process Oriented– Uncomfortable with Conflict– Judgmental of those who see

things differently

You might be a Gen Xer if you remember:

Generation X—Born 1965–1980

• Upbringing– 50% were latch key kids– Learned to be autonomous and

self-reliant– 50% were affected by divorce– Boomerang Kids—3 times more

likely to move back home as young adults (in their 20s)

• Key Events Shaping their Lives

– Watergate Scandal– Women’s Liberation Movement– U.S. Corporations began

massive layoffs– Rodney King Incident

• Values/Beliefs– Diversity– Balance– Informality– Self Reliance

Generation X—In the Professional Environmet

• Wants– Want to be independent and

self-reliant

• Preferences– Prefer not to make long term

commitments to companies– Prefer full package of

workplace benefits that allow for balance—not just more money

– Will speak up for themselves– Comparison shop during

interviews—looking for best salary, benefits, work/life balance, and raises

• Workplace Behaviors– Work to Live, not live to work– Adaptable– Techno-literate– Independent – Not intimidated by Authority—

don’t automatically give respect to authority in the workplace

You might be a Millennial if you remember:

Millennials—Born 1981–2000

• Upbringing– Many are the children of

Baby Boomers

– 1/3 born to single mothers

– More demographically diverse than any other generation—1 out of 3 is an ethnic minority

– Best educated generation in U.S. History

– Spend a great deal of time on internet and computers

• Values/Beliefs– Belief in Collective Action

and Optimistic

– Relationship with Parents

– Civic Duty

– Diversity

– Tenacity/“Stick- to- it”iveness

– Combines teamwork ethic of boomers, (can do attitude) of traditionalists, and “technologically savvy” like Gen X

Millennials—In the Professional Environment

• Wants– Want to live in the moment

• Preferences– Prefer to be optimistic about life– Prefer to earn money and

consume it immediately

• Key Events Shaping their Lives– Oklahoma City Bombing

– Schoolyard Shootings

– Clinton/Lewinsky Affair

– Columbine High School Massacre

• Workplace Behaviors– Technologically Savvy– Multitaskers– Inexperienced with handling

difficult people and issues– Demonstrate respect only after

they are treated with respect– Rely on immediacy of

technology– Skeptical—question everything;

that’s how they grew up– Have a need for supervision

and structure

Comparison of Generations

Comparison of Generations

Traditionalists Baby Boomers Generation X Millennials

What Motivates Them At Work

Hard Work

Personal Fulfillment

Outcomes Driven

“What’s Next?”

Philosophy Duty OptimismPersonal

FocusOn My Terms

Attitude Towards Life

SacrificeCrusading

OthersLive for Today

Just Show Up

Approach to Spending

ThriftinessBuy Now/ Pay Later

Save, Save, Save

Earn to Spend

Approach to Work

Work Fast

Work EfficientlyEliminate the Task

Do Exactly What’s Asked

Intergenerational Conflicts

31

“A hiring bonus! Still wet behind the ears, and he wants a hiring bonus! At

his age, I was just grateful I had a job!”

Who’s this Traditionalistreferring to?

Newly recruited Millennial staff

member…

“So I told my boss, if you’re looking for loyalty,

buy a dog...”

Who’s this Generation Xer

referring to?

Baby Boomer boss

33

“If I hear, ‘We tried that in '87,’ one

more time!”

Who’s this Millennial referring to?

Traditionalist coworker

“Where is he? Doesn’t anyone have respect for time anymore?”

Who’s this Baby Boomer

referring to?

The “late” Millennial

“In Good Company” Video Clip Part A1

• What did you observe in the video?

• What were the dynamics between generations?

• How does this relate to what you’ve learned thus far about the generations?

“In Good Company” Video Clip Part A2

• What did you observe in the video?

• What were the dynamics between generations?

• How does this relate to what you’ve learned thus far about the generations?

Adaptation

Communicating Across Generations

Communicating with Traditionalists

• Build trust through inclusive language (we, us) • A leader’s word is his/her bond, so focus more on

words, not body language • Face-to-face or written communication is received

best • Use more formal language • Don’t waste their time; they have a job to do • Don’t expect them to share their innermost thoughts

immediately

Communicating with Baby Boomers

• Boomers are the “show me” generation, so use body language to communicate

• Speak in an open, direct style • Answer questions thoroughly, and expect to be

pressed for details • Avoid controlling, manipulative language • Present options to show flexibility in your thinking • Use face to face or electronic communication to

reach out to them

Communicating with Generation Xers

• Learn their language and speak it • Use e-mail as your primary communication tool • Talk in short sound bytes to keep their attention • Present the facts, use straight talk • Ask them for their feedback • Share information with them immediately and often • Use an informal communication style • Listen! You just might learn something

Communicating with Millennials

• Let your language paint visual pictures • Use action verbs to challenge them • Show respect through your language, and they will

respect you • Use e-mail and voicemail as primary communication tools • Use visual communication to motivate them and keep

them focused • Constantly seek their feedback • Use humor—reassure them that you don’t take yourself

too seriously• Encourage them to explore new paths or options

“In Good Company” Video Clip Part B

• What did you observe in the video?

• Why was Dan able to be more effective in this meeting than his coworker?

• How does this information relate to what you’ve learned thus far about the baby boomers? Millennials? Traditionalists?

Application

Acorn Application Model

Accommodate employee differences

Create workplace choices

Operate from a sophisticated management style

Respect competence and initiative

Nourish retention