engaging and motivating generation y
DESCRIPTION
The number of Generation Y people in the UK is larger than the population of London. This enormously significant demographic group of people are often misunderstood, mismanaged and poorly motivated Kevin Harrington's presentation will deliver some headline research information and key thoughts on how best to engage and work with Generation Y.TRANSCRIPT
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Kevin Harrington
Engaging and motivating your Gen Y workforce
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My reference points
• Small businesses• Sodexo• BBC• Sony
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Which generation do you belong to?
• Silent Generation (1925-1944)
• Baby Boomer (born 1945-1964)
• Generation X (born 1965-80)
• Generation Y/ Millennial Generation (born after 1980)
• Screenagers?
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Baby boomerSelf-expansive
Pragmatist/idealist
Assumes diversity
Freedom to seek and to achieve
Generation XSelf-involved
Practical/pragmatic
Accepts diversity
Has no line between hard work and success
Generation YSelf-inventive
Optimistic/realistic
Celebrates diversity
High expectation
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None of these existed before 2000
3D TVBlackBerryBroadbandCamera phonesClub PenguinFacebookFarmvilleFirefoxFlickr
Google+GrouponHybrid carsiPadiPhoneiPodiTunesKindleLinkedIn
MySpacePandoraSatellite radioSkypeTiVoTwitterWiiXBoxYouTube
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Let’s start with the basics: Generation Y refers to everyone born between 1982 and 2002
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Because of demographics, Generation Yers are now in much demand
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Have you thought about how best to reach, recruit and retain them?
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Did you know that Generation Y cares less about salaries and more about flexible working?
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You’re half way to understanding Generation Y
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Generation Y also values challenging work more than job security
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They’re very much more concerned about working for ethical companies than previous generations
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You’re more likely reach them through Facebook or MySpace than traditional media
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And you’ll have to work hard to keep them; it’s likely that a Gen Y will have 10 jobs before 40
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Work to live• 43%
– "flexible working" was the single biggest benefit that would attract people to a contact centre job
– benefit most frequently being provided by current employers (30%)
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Money• 37%
– “Pay" was the biggest reason given when considering a career in the contact centre industry
– 25% of those questioned named "flexible benefits" as their main reason
– East Midlands & Anglia, these figures flipped, with the majority (52%) actually putting flexible benefits above
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Industry challenges• 5%
– stated that they would regard working for a contact centre as "exciting"
– 10% as "rewarding"• 55%
– negative• monotonous• depressing• sweat shop
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On the plus side
• 22%– consider the work to
be "challenging" (a word used almost as often as "monotonous")
• 73%– happily "tell a date"
that they worked in a contact centre
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Feeling of worth
• Customer support rather than customer service
• Customer service rather than call centre
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Feedback
Regular feedback expected and demanded
Acknowledgment and rewards are important
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The magic numbers
•Remuneration structure 100% salary 20% bonus 3% incentives
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Choice
• Decisions:– Waste avoidance– Relevancy– Ease of supply– Ease of
administration
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More choice
• SayShopping• Vivaboxes• Sodexo Performance
Suite
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Lee Iacoccasilent generation
Mark Zuckerberggeneration y
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Bespoke suit demonstrates seriousness and good taste
Both hands free for a handshake
Freshly shined shoes send a signal that your not to be messed with
A perfectly folded pocket handkerchief shows attention to detail
Lee Iacoccasilent generation
Mark Zuckerberggeneration y
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Bespoke suit demonstrates seriousness and good taste
Both hands free for a handshake
Freshly shined shoes send a signal that your not to be messed with
A perfectly folded pocket handkerchief shows attention to detail
A CBGB t-shirt shows you weren't alive in the 70s
'Mom jeans' suggest you rarely leave the house Flip-flops send
a signal that you're just messing around
One hand permanently attached to a social network
Lee Iacoccasilent generation
Mark Zuckerberggeneration y
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Our learning
• Generation Y – are here– are human – have high standards – want choice…their
choice
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Contact
Kevin Harrington
Telephone: Email:
+44 (0)7785 977777 [email protected]
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