susan darring, cpp [email protected]. 2 biography susan darring, cpp director of payroll tax...

Susan Darring, [email protected]

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Susan Darring, CPPDirector of Payroll Tax Compliance, Xerox Business

[email protected]

Past-President, Chicago APA Chapter Past-President, American Payroll AssociationBoard Member of APA (Current Board role is Corporate Member Advisor)APA Speaker for 30 Years

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Trends in the Workplace Inclusion Generational Influences/Differences Millennials at Work Team Dynamics Building Positive Relationships within your

cross-generational team

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The Time is NOW………………………..

Enhanced…RecruitingRetentionEngagementProductivityCustomer SatisfactionClient RetentionTeam member relations

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Trends…Changes in TechnologyDiffering team member skill sets, knowledge & experienceBaby Boomers retiringShrinking Labor MarketChanging demographicsGlobalizationRecruiting older workersBenefits

Intercultural competence is the “how”

Intercultural Competence is recognizing and understanding differences; adapting our thinking and behavior; communicating and effectively interacting with people across all differences and generations.

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Generation Time frame Age

Traditionalists/

Veterans/Pre-Boomers

Born before 194659 million people

<70

Baby Boomers Born between 1946–196476 million people

52-70

Generation X

Gen X

Born between 1965–197950 million people

36-51

Millennials

Gen Y

Born between 1980–199975 million people

15-35

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and subtitles

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GENERATION INFLUENCES TRAITS

TRADITIONALISTS:

Born prior to 1946

The Great Depression, the New Deal, World War II, the GI Bill, the ColdWar, Pearl Harbor

Patriotic, loyal, desiring to leave a legacy, fiscally conservative, faith in institutions

BABY BOOMERS:

Born 1946–1964

Booming birthrate, economic prosperity, recession, Vietnam, expansion of suburbia, anti-war protests, Watergate, women’s and civil rights movements, sex, drugs, and rock ‘n ’ roll, oil embargo, political assassination

Competitive, questioners of authority, eager to put their own stamp on institutions, sandwiched, optimistic

GENERATION XERS:

Born 1965–1979

Sesame Street, MTV, personal computer, divorce, Title IX, AIDS, crack cocaine, missing children on milk cartons

Eclectic, resourceful, self-reliant, skeptical of institutions, highly adaptive, independent

MILLENNIALS:

Born 1980–1999

Terrorism, expansion of technology and the media, mixed economy, violence, global climate change

Diverse, cyber-literate, media savvy, realistic, environmentally conscious, collaborative

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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; discipline

◦ Conformity; follow rules

◦ Consistency & uniformity

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

once they take it; stable◦ Can lack technological savvy ◦ Engage in face to face

communications◦ Disciplined and hard working◦ Dressed for success◦ Don’t mind receiving

information on a need to know basis

◦ Detail oriented◦ Reluctant to buck the system◦ Uncomfortable with conflict

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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◦ Work is their life◦ Live to work—put in long work hours

(invented 60hr work week)◦ Driven—willing to “go the extra mile”◦ Teamwork, want to please◦ Good at Relationships (but not

necessarily across difference)◦ Huge sacrifices to succeed◦ Recognition: Motivated by a corner office

and a good title◦ Challenge authority; want to change the

establishment◦ May put process ahead of result◦ Judgmental of those who see things

differently

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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

◦ What needs to be done versus “how to” do it

◦ Freedom to make decisions◦ Work to live, not live to work

Workplace Behaviors◦ Work/Life balance

◦ Informality

◦ Adaptable; creative

◦ Techno-literate

◦ Independent

◦ Not intimidated by Authority—don’t automatically give respect to authority in the workplace

◦ Will speak up for themselves

◦ Comparison shop during interviews—looking for best salary, benefits, work/life balance, and raises

◦ Skeptical of the “establishment”

◦ Dislike being micro-managed

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Wants◦ Want to live in the moment

Preferences◦ Prefer to be optimistic about

life

◦ Prefer to earn money and consume it immediately

◦ Collective Action

◦ Flexibility

◦ Diversity

◦ Technological solutions

Workplace Behaviors◦ Technologically Savvy

◦ Multi-taskers

◦ Inexperienced with handling difficult people and issues

◦ Demonstrate respect only after they are treated with respect

◦ Skeptical—question everything; that’s how they grew up

◦ Have a need for supervision and structure

◦ Work is a means to support social life

◦ Mobile – can work anywhere

◦ Loyal to people – not to companies

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Song/Song GroupMovieFashionCool PhraseDanceTV Hero

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Born between 1980 to 1999

Millennial generation as large as the Baby Boom

Charged with potential

Current and FUTURE LEADERS

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Vicariously called:

◦Internet Generation◦Echo Boomers◦Boomlet◦Nexters◦Generation Y◦Nintendo Generation◦Digital Generation◦In Canada: the Sunshine Generation

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Never known life without the Internet◦ 97% own a computer ◦ 94% own a cell phone ◦ 76% use Instant Messaging and social

networking sites. ◦ 15% of IM users are logged on 24 hours a day/7

days a week ◦ 34% use websites as their primary source of

news

Reynol Junco and Jeanna Mastrodicasa found that in a survey of 7,705 college students in the US

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28% author a blog and 44% read blogs 97% have downloaded music and other

media using peer-to-peer file sharing 49% regularly download music and other

media using peer-to-peer file sharing 75% of college students have a Facebook

account 60% own some type of portable music

and/or video device such as an iPod.

Reynol Junco and Jeanna Mastrodicasa found that in a survey of 7,705 college students in the US

18Diane Thielfoldt and Devon Scheef

Generation X Millennials

Born 1965-1976 51 million

Born 1977 – 1998 75 million

Accept diversity Pragmatic/practical

Self-reliant/individualistic Reject rules

Killer life Mistrust institutions

PC Use technology

Multitask Latch-key kids

Friend-not family

Celebrate diversity Optimistic/realistic

Self-inventive/individualistic Rewrite the rules

Killer lifestyle Irrelevance of institutions

Internet Assume technology

Multitask fast Nurtured

Friends = family

Mentoring Do’s · Casual, friendly work

environment · Involvement

· Flexibility and freedom · A place to learn

Mentoring Do’s · Structured, supportive work

environment · Personalized work

· Interactive relationship · Be prepared for demands, high

expectations

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Events that happened during their formative ages:◦ Women’s lib◦ Energy crisis◦ Watergate Scandal◦ Challenge disaster◦ John Lennon shot◦ Rodney King beating

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Events that happened during their formative ages:◦ Terrorism◦ OJ Simpson verdict◦ Columbine◦ Globalism◦ Clinton scandals◦ Y2K

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Generations Career Goals Balance Feedback

TraditionalistBorn 1900-1945

Build a legacy Support me in shifting the balance

No news is good news

Baby Boomers

Born 1946-1964

Build a stellar career

Help me balance everyone else and find meaning myself.

Once a year, with lots of documentation

Generation XersBorn 1965-1980

Build a portable career

Give me balance now, not when I'm sixty-five.

Sorry to interrupt, but how am I doing?

Millennials Born 1981-1998

Build parallel careers

Work isn't everything; flexibility to balance my activities is.

Feedback whenever I want it at the push of a button

From: Susan M. Heathfield

Common birth range Shared place in history Common experience Features cross gender, racial, ethnic lines Retain attitudes independently of their

biological age Generations DO NOT define individuals.

Rather they are a public reference point for individuals within the generation.

22Dr. Pete Markiewicz

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Chronological Age

Generational Age

Life Events Age

Organizational Age

Occupational Age

Relative Age

Social Age

Physical Age

Source: Sloan Center on Aging & Work, Boston College

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Traditionalists Boomers

Gen X Millennials

Which generation (other than your own) do you most relate to and why?

Which generation do you have the most difficult time communicating with, and why?

What do you think is most misunderstood about your generation, and why?

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Goal of Understanding:“Focus on the strengths of

each generation so you can work better

together!!”

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Communication StyleCommunication Style

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LOL

TTYL

BI5

P911

ADIP

99 9 or PAL

AEAP

WYBMAD

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TTYL – Talk to You Later BI5 – Back in Five ADIP – Another Day in Paradise AEAP – As Early As Possible P911 – Parent Alert 9 - Parent is Watching PAL – Parents are Listening 99 - Parents no longer Watching LOL – Laughing Out Loud

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AAAA – ◦ American Association Against Acronym Abuse

http://www.netlingo.com/acronyms.php

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The majority of the expressions you see above are not acronyms, but rather shorthand used while text messaging or IMing.

BTW: If you ever see someone TYPING AN ENTIRE SENTENCE IN ALL CAPITAL LETTERS that means SHOUTING! It is not proper netiquette to TYPE IN ALL CAPS (even in email), in fact, it's annoying. People with limited eyesight may use all caps to see the words better, but otherwise, TURN THE CAPS LOCK OFF, unless you're using an acronym or shorthand.

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The longer and harder I work, the more successful I will be. I try to beat my boss to the office and try to be the one walking out last every evening. It puzzles me to hear someone is “working from home” or from an “alternate location.” It’s hard to team up with these folks when they are not there. How can we go the extra mile if they aren’t around to figure that out?

Which generation would be most likely to make this statement?

a)Traditionalist b) Boomer

b)Gen X d) Millennial

Adapted from Motivating the ‘What’s in it for me’ Workforce by Cam Marston. Copyright 2007.

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Sometimes I get tired of hearing the word loyalty. I think people who have a lot of power like to throw that word down on the people who don’t. Look at the record. Look at the people who were supposed to have long careers and big pensions – and got unemployment and Social Security instead.





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Yeah, I’m back living with Mom & Dad while I figure out if I like this company and my new job. They both tell me “Go out and find a good job that makes you happy.” I’m really good at what I do and have a general idea of what makes me happy. I hope my boss is a good coach. Otherwise, I may have to quit on her.





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Congratulations! You have a job here. The Company thinks you will be a good fit. We hope you will do well and make this organization proud. You’ll need to follow the rules, learn to fit in, and stay in line. Good luck.





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Global Event; Sample from India Presentation

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Traditionalists Baby Boomers Generation X Millennials

How to motivate

them

EXPERIENCE: Tell them their experience is respected & valued. Acknowledge their tacit and historical knowledge.

QUALITY: Show appreciation for the quality of their work – letting them know its valued and needed.

SELF RELIANCE and FLEXIBILITY: Empower them. Encourage innovation. Provide challenges/opportunity.

FLEXIBILITY and NETWORKING: Provide opportunities to network and work with people outside your team.

How to communicate

with them

USE FORMALITY:

Schedule meetings, send memos. Provide feedback in writing. Be direct.

BE DIPLOMATIC: Build consensus. Be balanced in feedback to them. (e.g. Use the 3+/3- approach)

BE CANDID and EFFICIENT.

Informal feedback is welcomed, but be efficient and candid in your delivery. (e.g. use the 3+/3- approach)

BE POSITIVE: Use technology. Communicate frequently. Provide the big picture. They utilize their networks for info, so send consistent messages.

How to develop them

FORMAL DIRECTION: Show them, Tell them. Provide written materials and lecture.

INTERACTION:

Engage them in consensus building and collaboration.

INDEPENDENCE: Provide big picture and allow them to work independently. Challenge them.

EXPERIENTIAL: Allow leaderless teams. Use multimedia. Encourage mobility, collaboration and networking.

How to leverage

their strengths

Focus on their Loyalty, trustworthiness.

Focus on their corporate savvy and willingness to go the extra mile.

Focus on their efficiency and adaptability.

Leverage their Global mindedness, multitasking, technological savvy.

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Traditionalists Baby Boomers Generation X Millennials

How to address potential derailers

They can be perceived as rigid. Help them to increase flexibility (in approach, thought) and be less hierarchical (e.g. assign them to multilevel teams).

They can be perceived as workaholics (negatively). Be a positive role model. Emphasize multi-dimensional performance metrics.

They can be perceived as stressed or negative. Demonstrate and communicate your support of work life management to reduce stress. Provide mentors.

They can be perceived as lacking respect for “protocol” (e.g. expecting quick success) Coach and mentor around the “unwritten rules” of corporate life. (e.g. corporate protocol)

How to retain them

Consider flexible work options (e.g. part-time, reduced hours, etc.)

Relative to other generations, retention is less of an issue. Provide stability and security.

Provide them with flexible work options (informal and formal) and opportunities to work on projects and assignments.

Ensure they have mobility/opportunity every 2 yrs or so and provide for informal flexibility.

How to recruit them

Use sources that tap into this generation (e.g. alumni networks, veterans). Provide flexible work options.

Promote/market culture of excellence, quality and commitment.

Be prepared and willing to discuss potential career paths and opportunities for development. Be prepared and willing to discuss flexible work options.

They will have researched company thoroughly. Show them you know something about them as well. Check out MySpace or YouTube. (See Gen X as well.)

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Traditionalists

Acknowledge experience and expertise

Ask them to mentor

Discuss how their contributions affect the organization

Develop long-term goals & relationships

Focus on the personal touch

Baby Boomers

Emphasize service orientation

Encourage risk-taking

Bring optimism, heart, and humanity to work

Show how they are making significant contributions

Assign challenging projects including process improvements

Communicate in person

Help them find fulfillment and purpose

Generation X

Do not micromanage

Give candid, timely feedback

Encourage informal, open communication

Use technology to communicate

Provide learning opportunities, particularly leadership development

Encourage an entrepreneurial spirit

Encourage creative problem-solving, innovation

Value critical thinking

Provide ongoing feedback

Millennials

Communicate clear objectives/expectations

Emphasize team work & goals

Use technology to deliver information

Assign work that is interesting, meaningful and important

Provide ongoing feedback

Create a diverse & inclusive environment

Flexible work

Focus on development opportunities, mentoring, & coaching

Provide stretch assignments & new projects

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Traditionalists

Recognize in front of their peers

Recognize them for their loyalty, hard work, experience and wisdom

Use a personal touch for recognizing – hand written thank you notes

Feedback can be minimal and very formal; subtle

Feedback not expected, “No news is good news”

Need to hear positive feedback or they may feel forgotten

Baby Boomers

Give them feedback in front of others – recognition

Let them know they are important in the process, valued and make a difference

Give them perks

Reward their work ethic and long hours

Formal feedback once a year

“Important to our success”

“We need you” “You’re valued here”

Generation X

Incorporate more onetime bonuses, non-cash awards, and long-term salary increases

Give them new challenges/projects – often

Teach them new skills – often

Performance evaluations must be frequent, accurate, specific, and timely – constant feedback

Value their work-to-life balance – time off, flex-time, and have a more flexible workplace

“Do it your way”

Millennials

Allow for flexible work schedules

Performance evaluations must be frequent, accurate, specific, and timely

Provide positive reinforcement

Incorporate more onetime bonuses, non-cash awards, and long-term salary increases

Recognize more often – value their presence

Appreciate their creativity

Give them quick and easy tangible rewards (gift certificates)

Keep them challenged and learning new skills – often/training

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1.Not meeting their high expectations

2.Discounting their ideas or lack of experience

3.Allowing negativity

4.Feeling threatened by their technical know-how

5.Not listening to their thoughts and ideas

6.Boring them

Generations at Work: Managing Millenials.com

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Clear goals Operate in an informal environment Each member has a role Disagreements are civilized Team consensus or unity on decisions Open communication Diversity within the team

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DON’T

◦Underestimate

◦Dampen enthusiasm DO

◦Encourage

◦Mentor

◦Learn from them

Generations at Work: Managing Millenials.com

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Get ready…

we now are approaching having five generations in the workplace and every generation has unique traits that they bring to work. In order to get along, be productive and avoid conflict we need to respect and understand all the generations we spend time at work with.The youngest generation – GenEdge/Generation 9/11 (born prior to 1990 – 24 years old) has only seen the world through the prism of the 9/11 tragedy. They have grown up with war and uncertainty and tend to view the world through that lens. They see the world with less optimism then many of the other generations.

71% of teens would consider giving up their dream job for one that paid a higher salaryNearly half of children between the ages of 8-12 are on Facebook even though the LEGAL age to sign up for Facebook is 13Half of teenagers say they are more comfortable talking to people online than in real lifeThe biggest concern for teenagers about their future is if there will be jobs for them when they graduateTalking on social networks has surpassed talking on the phone or via emailTeens between the ages of 13-19 wield about $200 billion in spending power87% of teens are “friends” with their parents on Facebook

Sources: “Gen Z Digital in Their DNA: JWTintelligence”, Junior Achievement and the ING Foundation

Susan Darring, [email protected]

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Books◦ “The 2020 Workplace” by Jeanne C. Meister & Karie Willyerd◦ “Generations at Work” by Ron Zemke, Claire Raines, & Bob

Filipczak◦ “The Greatest Generation” by Tom Brokaw◦ “When Generations Collide” by C. Lynne Lancaster & David

Stillman◦ “Managing Generation X” by Bruce Tulgan◦ “Motivating the ‘What's In It For Me’ Workforce: Manage

Across the Generational Divide and Increase Profits” by Cam Marston

Websites◦ www.generationsatwork.com◦ http://www.radiolovers.com/pages/gunsmoke.htm

Other◦ 2012. BridgeWorks. Lynne Lancaster, David Stillman and Kim Lear.

susan darring, cpp [email protected]. 2 biography susan darring, cpp director of payroll tax...

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