presented by: james l. this, ph.d. the paragon consulting group, llc communicating across the...
TRANSCRIPT
Presented by: James L. This, Ph.D.The Paragon Consulting Group, LLC
Communicating Across the Generations
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Objectives Learn more about
yourself Learn more about
others Be able to adapt for
greater appreciation, communication and understanding
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Appreciating Diversity of Contributions
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Deck of Cards Metaphor Think of all the
ways we can sort a deck of cards
Understanding people better is like that
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Frequently Asked Questions
Is this stereotyping? Not the intent Helps to give
some better insights
A starting place Still need to view
people as individuals
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Frequently Asked Questions
Aren’t there a lot of people who don’t fit the profile? Of course Middle of the bell
curve
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Frequently Asked Questions Do generations
overlap? Yes– by as much as
5 – 7 years Many people
identify with two generations
People born in the late 50’s and early 60’s may relate better to Gen Xers
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Frequently Asked Questions Don’t the
generations have a lot in common? Yes, but subtle
differences often lead to conflict at work
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Definition of a Generation A group of people
who: Share a common
range of birthdates
Normally about 18 years
Share a common set of experiences
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Identifying the Generations
Generation Birth Years Other Names
Builders 1928 - 1945 VeteransSilent Generation
Baby Boomers 1946 – 1963
Generation X 1964 - 1981 Baby Busters
Millenials 1982 - 1999 Generation YNextersEcho BoomBaby Boomlet
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0
0.5
1
1.5
2
2.5
3
3.5
4
4.5
25 27 29 31 33 35 37 39 41 43 45 47 49 51 53 55 57 59 61 63 65 67 69 71 73 75 77 79 81 83 85 87 89 91 93 95 97
Births in the USA
Builders
Boomers
Gen Xers
Millenials
In M
illion
s
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Value DevelopmentMorris Massey, The People Puzzle
Imprint and Observation or Patterning
1 7 14 21
Modeling by Heroes or
Identification
Socialization by Peers and Significant
Others
Significant Emotional Event(s)
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Determining Influences What games did you play when you were
8 - 12? Who was a hero/heroine of yours? What is your most vivid memory of a
national or international event? What did your folks tell you about
dating? What sort of equipment was standard
when you got your first job?
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Determining Influences Area Builders Boomers Gen
XersNexers
Games Active, outdoor
Board games Rubik’s cube Playstation
Heroes and Heroines
RooseveltChurchill
Kennedy Family Super heroes
National Event
DepressionWWII
Kennedy assassination
ChallengerDeath of Diana
September 11
Dating Wait for sex Boys call girls
Go in groups Be safe
Office Typewriters Electric typewriters
PC’s Wireless
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The Builders Timeframe
1926 – 1945 Historical Events
Depression World War II
“The difficult we do at once…the impossible takes a bit longer.”
Seabees
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The Builders Male Names:
James Robert John
Female Names: Mary Barbara Patricia
Popular Movies Singin' in the Rain From Here to Eternity Rebel Without a Cause Shane
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The Builders Major Influences
Shortages and rationing
Economic hard times Global conflict and
sacrifice High expectations for
children
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The Builders Core Values
Dedication and sacrifice
Hard work Conformity Law and order Respect for authority Patience Delayed reward Duty before pleasure Adherence to rules Honor
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Baby Boomers Timeframe
1946-1964 Historical Events
Cold War Kennedy assassination Vietnam
“I don’t want to speak disparagingly of my generation. Actually I do; we had a chance to change the world and opted for the Home Shopping Network instead.”
Stephen King
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Baby Boomers Male Names:
John David Michael
Female Names: Linda Mary Susan
Popular Movies Psycho The Sound of Music The Graduate Doctor Zhivago One Flew Over the Cuckoo's Nest Rocky
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Baby Boomers Major Influences
Television Free ….. Affluence Civil rights
movement Vietnam
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Baby Boomers Core Values
Optimism Team orientation Personal
gratification Health and wellness Personal growth Youth Work Involvement
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Generation X Timeframe
1965 - 1981 Historical Events
Challenger “It’s no wonder the Xers are
angst ridden and rudderless. They feel America’s greatness has passed. They got to the cocktail party 20 minutes too late and all that’s left are those little wieners and a half-empty bottle of Zima.”
Dennis Miller
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Generation X Male Names:
David Michael Jason
Female Names: Mary Jennifer Lisa
Popular Movies ET Raiders of the Lost Ark The Silence of the Lambs Close Encounters of the Third Kind
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Generation X Major Influences
Both parents working away from the home
Divorce A lot of television Computers Gender neutral Negativism
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Generation X Core Values
Diversity Thinking globally Balance Techno literacy Fun Informality Self-reliance Pragmatism
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Millenials Timeframe
1982 - 2000 Historical Events
Death of Princess Diana “What you see is what
you get. This is me. Hey you, if you want me, don't forget--you should take me as I am. Cause I can promise you, Baby, what you see is what you get”
Britney Spears
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Millenials Male Names:
Michael Jason Christopher
Female Names: Jennifer Jessica Ashley
Popular Movies Braveheart Titanic Shrek
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Millenials Major Influences
Re-focus on family and children
Scheduled lives Multiculturalism Terrorism Patriotism Globalism
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Millenials Core Values
Optimism Civic duty Confidence Achievement Sociability Morality Street smarts Diversity
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Key to Working TogetherWork on Dialogue
Silence Violence
With
draw
ing
Hidin
g
Politi
ckin
g Attacking
LabelingMonologuing
Dialogue
Mutual Respect
Mutual Purpose
Mutual Meaning
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Enter Dialogue Through Mutual Purpose Commit to seek
Mutual Purpose Foundation of
trust I care about what
you care about—and vice versa
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Enter Dialogue Through Mutual Purpose
Separate strategies from purpose Purpose is the
criteria for a common decision
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Enter Dialogue Through Mutual Purpose Brainstorm
alternative strategies Share suggested
solutions Strategies must
address the mutual purpose
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Build Mutual Respect Respect begins with
Inquiry The skill of
respectfully asking for information in ways that make it safe to share.
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Build Mutual Respect Advocacy
The skill of respectfully sharing our honest feelings and information without causing others to become defensive or to be annoyed.
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Build Mutual Respect Responding to
others First words out of
your mouth Non-verbals Negative positives
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Focus Area One Reduce the attribution
error Telling a story that makes
the other person bad or wrong.
Solution: Attribute a good motive, then check it out.
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Exercise in AttributionWhat Other Generations Say About Each Other
Builders Boomers Gen Xers Millenials
• Need discipline• Everything’s
electronic
• Dictatorial• Set in their
ways
• Self-righteous• Self-absorbed
• Whiners• Don’t work
hard
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Focus Area Two Dealing with the
balance of work life and home life
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Situation 2.1 Traditionalist Mortgage Bank Manager Generation X Loan Officers
Coldwell Banker is having an open house from Noon – 4:00 PM on Sunday at the new development.
“I would like Bob and Sue to go out there and staff an information table for us.”
Bob and Sue response: “Can’t do it. I’m not going to give up my
weekend.”
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Career GoalsWhen Generations Collide, Lynne Lancaster and David Stillman
Builders Boomers
Gen Xers
Millenials
Career Goals
Build a legacy
Build a stellar career
Build a portable career
Build parallel careers
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Values Generalizations
Area Builders Boomers Gen Xers
Millenials
Top priority in job
Loyalty to company
Loyalty to my own needs
Loyalty to my family’s needs and my personal beliefs
Loyalty to my need to do something I enjoy
Boomers, Xers and Other StrangersDr. Rick and Kathy Hicks
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Focus Area Three Sharing
information
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Situation 3.1 Builder Manager Baby Boomer Supervisor
Supervisor—”I would like to take a look at the calendar of projects for the next 12 months”
Manager—”Why would you want to see that?” Supervisor-”I just want to get a better picture
of what’s coming up and how I might fit in.” Manager—”You don’t understand—those
plans are confidential. I’ll let you know when a project is coming up that affects you.”
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Situation 3.2 Generation X Supervisor Millennial Staff
Supervisor e-mailed instructions to the staff and asked them to check-in with her at the end of each week on their progress.
Staff starts bombarding her with suggestions on how the job could be improved.
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Focus Area Four Approaches to
Time
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Situation 4.1 Gen X Staffer--Alex Traditionalist Supervisor--Fran
Alex has been working very long weeks. He decides he needs a day off. Goes to the Supervisor and says, “Hey Fran, I won’t be here on Friday—I need a mental health day.”
Fran’s response—”Will that be a sick day or vacation?”
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Focus Area Five Dealing with
Deference or Entitlement
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Situation 5.1 Traditionalist Bank Customer Millennial Teller
Teller—”I need to see some ID before I can cash this check.”
Customer—”I’ve been a customer here for thirty years. I have never been asked for ID.”
Teller—”Our policy says that if I don’t personally know the customer I have to get ID. It’s really for your own good, you don’t want me to give the money to a thief do you?”
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Situation 5.1 Gen X Supervisor--Ashley Baby Boomer Employee--Sally
Often when the Supervisor, Ashley, institutes new procedures they are resisted by Sally who reminds her that they have always done it the traditional way.
Sally also often remarks that Ashley is young enough to be her daughter.
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Focus Area Six Dealing with
Differences in What is Rewarding
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Situation 6.1 Boomer CEO--Barbara Gen X professional--Susan
Susan has been doing a great job. Barbara decides to reward her.
Barbara says, “Susan I want you to go with me on Thursday and Friday to Los Angeles for meetings with our counterparts in California.”
Susan says, “If I’m not absolutely needed I would rather stay home.”
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Situation 6.2 Boomer CEO—John Staff with 50% Gen X and Millenials
Company starts “Casual Fridays.” On the first Friday some of the younger staff women wear hip hugger pants and short shirts, showing their stomachs. John is aghast.
John institutes “Corporate Casual Friday.” The company buys polo shirts for everyone that they will wear with Dockers-like pants.
The younger staff members bristle at this uniformity. John says fine—either wear the polo shirts or show up
in normal business attire.
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RewardsWhen Generations Collide, Lynne Lancaster and David Stillman
Builders Boomers Gen X Millenials
Rewards
Satisfaction of a job well done
Money, title, recognition
Freedom is the ultimate reward
Work that has meaning for me
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Values Generalizations
Area Builders Boomers Gen Xers
Millenials
In addition to making a living, factors you find motivating in work
Financial gain and security
Self-fulfillment and meaning
Balancing work and personal time
Having fun while doing meaningful work
Boomers, Xers and Other StrangersDr. Rick and Kathy Hicks
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Generations in the WorkplaceMessages That Motivate
Builders Boomers Gen Xers Millenials
• Your experience is respected
• It’s valuable to us to hear what you have to say
• Your hard work will be remembered and rewarded
• You’re important to our success
• You are valued here
• Your contribution is unique and important
• We need you• I approve of
you
• Do it your way• We’ve got the
newest hardware and software
• There aren’t a lot of rules here
• We’re not very corporate
• You’ll be working with other bright, creative people
• Your boss is in her sixties
• You and your co-workers can help turn this company around
• You can be a hero here
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Focus Area Seven Balancing
Direction and Creativity
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Situation 7.1 Millennial Intern--Jason Boomer Supervisor—Sarah
Sarah—”Jason this is all wrong. I told you to total up the columns and type them on a separate sheet so I could insert them into my budget.”
Jason—”All you told me was to add the columns up. So I put hem into a spreadsheet so you could sort them all sorts of ways. You have to agree it’s better than the way you’ve been doing it.”
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Generations in the WorkplaceWork Environment Preferences
Builders Boomers Gen Xers Millenials
• More structured
• Work before pleasure
• Distinct line between management and staff
• More formal work spaces and clothing
• Tendency to command and control
• Work teams• Consensus• Quality circles• Participative
management• Work well for
managers who know them personally
• Delegation of authority
• Like change• Challenge the
why’s of actions
• Information equals power
• Management and success are not synonymous
• Dislike political side of organizations
• Leaders who are role models
• Challenge me• Let me work
with friends• Have fun at the
workplace• Respect me• Be flexible
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Focus Area Eight Finding a Mutual
Purpose for “Why?”
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Situation 8.1 Boomer Supervisor—Marie Gen X Professional—Justin
Marie—”Danny, I want you to stop what you’re working on and go help Alice put together the mailing for the Open House.”
Justin—”Why?!” Marie—”Because I’m your boss and I
said so!”
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Values Generalizations
Area Builders Boomers Gen Xers
Millenials
Rules and regulations
Sound and should be followed
Challenge—disregard irrelevant ones
Tell me the rationale and I will determine if they are valid
I choose the rules that make sense to me and you choose yours
Boomers, Xers and Other StrangersDr. Rick and Kathy Hicks
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Focus Area Nine Finding Mutual
Purpose in Work
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Situation 9.1 Builder Supervisor—George Millennial Employee—Gloria
Gloria calls in on Monday morning—”Hello, George, I’m not feeling very good today.”
George—”Again?! Is this some rare form of disease that only strikes on Mondays? I want to see a doctor’s note when you come in again.”
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Values Generalizations
Area Builders Boomers Gen Xers
Millenials
Preferred work environment
Teamwork and self-sacrifice
Do it my way—individualism
Fulfill the basic requirements of the job
Networking—working in cooperation with others
Boomers, Xers and Other StrangersDr. Rick and Kathy Hicks
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Focus Area Ten Adapting to
Communication Styles
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A Quote I Like “A 60-something graduate recently
reflected: ‘We wanted what they want. We just felt we couldn’t ask.’ Herein lies the truth: what young workers want isn’t so different from what everyone else wants. However, young workers are asking for it.” Karen Cates and Kimia Rahimi “Mastering People Management,” Financial
Times, November 19, 2001
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Generations in the WorkplaceCommunication Preferences
Builders Boomers Gen Xers Millenials
• Use more formal language
• Often prefer face-to-face or written communication
• Are reluctant to share inner most thoughts
• Prefer an open, direct style
• Tend to use more body language
• Answer questions thoroughly—often ask for details
• Prefer face-to-face and electronic communications
• Prefer information in shorter, sound bytes
• Don’t like to be sold or manipulated
• Want information shared immediately and often
• Use a more informal communication style
• Like visual imagery and graphics
• Don’t talk down to them
• Use voice mail and e-mail
• Use humor
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Generations in the WorkplaceTraining Preferences
Builders Boomers Gen Xers Millenials
• More structured
• Traditional classroom
• Reading assignments
• Interaction with others
• Study groups• Role playing• Movies and
videos
• More interactive with computer
• Low tolerance for traditional classroom
• Entertainment and excitement
• Experiential activities
• Interactive technology
• Do well in solo situations
• Entertainment and excitement
• Experiential activities
• Internet research
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Generations in the WorkplaceSales Preferences
Builders Boomers Gen Xers Millenials
• The customer is always right
• Dignified and formal
• Sales and advertising
• Special—value added—service
• Special offers and pricing
• Friendly and collegial
• No hype—straight talk
• Internet based
• Personal• No hype—
straight talk• Automatic free
refills• Internet based
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Communication TipsBuilders 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 Psychologist Dr. Paula Butterfield
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Communication TipsBaby 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
Psychologist Dr. Paula Butterfield
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Communication TipsGeneration X
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
Psychologist Dr. Paula Butterfield
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Managing Generation Y EmployeesCarolyn Martin, Rainmaker Thinking Inc.
“The key is for managers to come to employees with a very clear idea of what they need done and ready to negotiate in an imaginative way to provide the right incentive.”
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Workplace Environment That WorksManaging Generation Y, Carolyn Martin and Bruce Tulgan
1. Challenging work that really matters2. Balance between clear expectations and
freedom for how it gets done3. Ongoing training and learning
opportunities4. Low stress environment5. Flexibility in scheduling6. Balance work and fun7. Treat people as colleagues, not kids
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Seven Traits of Bad Management of Millenials1. Close mindedness2. Ineffective delegation3. Lack of knowledge and
organizational skills4. Inability to train5. Disrespect to young
people6. Intimidating attitude7. Overemphasis on
outward appearanceManaging Generation YCarolyn Martin & Bruce
Tulgan