“Perspectives on Generational Differences”

1. “Perspectives on Generational Differences” Michelle Pedersen William Browning

2. Who Are We? • Director of Human Resources Colorado Department of Regulatory Agencies • 20 years of government HR Management experience • Significant experience leading public sector reorganization, business re-engineering projects • Over 15 years expertise in developing and delivering training • Industrial/Organizational Psychology Degree • Program Manager • Colorado Department of State SCORE program • 15 years management consulting expertise for government and Fortune 500 commercial clients • Significant expertise in public sector organizational change management, strategy development, and program “turn around” • Recently assisted in development of state-wide IT consolidation strategy for Colorado. CLEAR 2008 Annual Conference Anchorage, Alaska

3. Our Objectives for Today • Understand • Communicate • Apply Children nowadays are tyrants – they gobble their food, contradict their parents, and tyrannise their teachers! Socrates, 425 BC CLEAR 2008 Annual Conference Anchorage, Alaska

4. Rules for Today Respect! Participate! Disconnect! CLEAR 2008 Annual Conference Anchorage, Alaska

5. Exercise! • Generational Breakout! • Most Significant Historical Event • Your Heroes and Influencers • Favorite Method of Communication CLEAR 2008 Annual Conference Anchorage, Alaska

6. Understanding the Generational Differences White Board / Report out! Silent (WWII) Generation Baby Boomer Generation Generation X Millennial (Y) Generation Significant Event? Your Hero? Communication Style CLEAR 2008 Annual Conference Anchorage, Alaska

7. Generational Landscape For the first time in American history, there are four distinct generations in the workplace today! Silent 1927-1942 Receding Influence Baby Boomers 1943-1964 Hold Power Generation X 1965-1976 Ascending Influence Millennial (Gen Y) 1977-1998 Entering CLEAR 2008 Annual Conference Anchorage, Alaska

8. Generational Landscape - Silent • Outlook: Practical • Work Ethic: Dedicated • View of Authority: Respectful • Leadership by: Hierarchy • Relationships: Personal Sacrifice • Perspective: Civic Silent Communication Strategies: • When working with Silent: • Face to Face. • Formal/chain of command. • Linear/task oriented. • Utilize the history they hold. • If you are a Silent: • Share your history. • Be a mentor. • Stretch your “adaptor” muscles. CLEAR 2008 Annual Conference Anchorage, Alaska

9. Generational Landscape - Boomers • Outlook: Optimistic • Work Ethic: Driven • View of Authority: Love/Hate • Leadership by: Consensus • Relationships: Personal Gratification • Perspective: Team Boomer Communication Strategies: • When working with Boomers: • Friendly and welcoming. • Inclusive. • Give opportunities for feedback. • Provide Acknowledgement. • If you are a Boomer: • Walk your talk. • Don’t take it personally. • Be sincere. • A little less process… CLEAR 2008 Annual Conference Anchorage, Alaska

10. Generational Landscape – Generation X • Outlook: Skeptical • Work Ethic: Balanced • View of Authority: Unimpressed • Leadership by: Competence • Relationships: Reluctance to commit • Perspective: Self Generation X Communication Strategies: • When working with Xer’s: • Use technology • Get to the Point • Be Sincere • Problem-solving Orientation • If you are an Xer: • Engage with your team • Ask for what you need • Be patient with the process • Lighten Up!! CLEAR 2008 Annual Conference Anchorage, Alaska

11. Generational Landscape –Millennial • Outlook: Hopeful • Work Ethic: Insufficient Data Yet • View of Authority: Relaxed, polite • Leadership by: Collaboration • Relationships: Loyal • Perspective: Civic Generation Y Communication Strategies: • When working with Millennials: • Nurture them. • Be open and friendly. • Make it fast and fun. • Give them opportunities for collaboration. • If you are a Millennial: • Strive for independence. • Look for a mentor. • Listen more, talk less. • Learn to deal with conflict. CLEAR 2008 Annual Conference Anchorage, Alaska

12. Challenge! Seniority based on length of service and age. I won’t follow someone I don’t respect. There’s right and wrong, rarely any in between. The world is troubled, we want to do something about it. Is this going to be on the test? Fab five not the Fab four was all the rage. Fonzie, Alice, and white polyester suits were “in”. IMHO,U R G8T. ROTFLOL!. BFF!!! Promotions come by moving carefully up the corporate ladder and following chain of command. No Land Line Phone Casual day? I thought that was every day? • Silent/WWII Generation • Generation X • Baby Boomer Generation • Millennial/Y Generation CLEAR 2008 Annual Conference Anchorage, Alaska

13. Communication Across Generations Effective Approach Kiss of Death • Silent (Take the time) • Pick up the phone • Face Time Deals done with handshake High Tech • Boomers (Respect the time) • Meetings / Groups • Cell Phone • Email Non-Collaborative • Gen X (Efficiency) • Cell • Text / IM • Email Ineffective Meetings • Gen Y (Effective / Efficient) • Cell • Text / IM • Email and Blog • Multi-Media (You Tube) Long, Disengaged Meetings CLEAR 2008 Annual Conference Anchorage, Alaska

14. Generational Labeling and Considering Between Generations • Don’t Put People in a “Box” • People may have traits of multiple generations • Generational guidelines can be a good starting point but be careful to make general assumptions. • Tweeners: • Born on the fringes of a generational definition • Exhibit behaviors and styles from both generations CLEAR 2008 Annual Conference Anchorage, Alaska

15. VIDEO CLEAR 2008 Annual Conference Anchorage, Alaska

16. Counties Citizen Corrections Citizen Vital Records DMV Case Study: SCORE Program • Statewide Colorado Voter Registration and Election System (SCORE) • Ballot Preparation • Election Management • Election Calendar • Districts & Precincts • Ballot Processing • Election Workers • Receive Absentee Ballots • Vote Center & Early Voting SCORE Election Management Votes Voter Registration Registers to Vote Validation CLEAR 2008 Annual Conference Anchorage, Alaska

17. Using Generational Communication Techniques on SCORE • Building Effective Communication County Clerks Field Support Leadership Technical WHO • Boomers • Silent • Millennium • Boomers • Gen X • Millennium GENERATION • In County • Face to Face • Con Calls / Webinar • Text • Cell • Concise Email • Meetings • Extended Email • Phone • Email • Text • Web WHAT WORKED: • Web • Email • Meetings • Meetings • Extended Email • Web • Concise Email • Meetings • Extended Email WHAT DIDN’T: CLEAR 2008 Annual Conference Anchorage, Alaska

18. Three Key Questions • Who is currently IN your organization? • What motivates them? • Who do you want to ATTRACT to your organization? Breaking Through Bureaucracy CLEAR 2008 Annual Conference Anchorage, Alaska

19. Rules of Engagement Across Generations US Workforce Statistics • Engaged • “Builders” • Know expectations and roles • High Performers • Want to use talents and strengths • Connection to company 29% Engaged 55% Not Engaged • Not Engaged • Neither negative nor positive • “Wait and see” attitude • Don’t commit 16% Actively Disengaged • Actively Disengaged • “Cave Dwellers” • Consistently against virtually everything • Busy acting out unhappiness • Undermine what engaged workers do Engagement levels typically deteriorate with time CLEAR 2008 Annual Conference Anchorage, Alaska

20. Recruit to Retain Employer Insights • “Mindset,” not age • Public vs Private • Management Style • Current workforce • Exit Interviews • Pay and Benefits The Basics • Attraction/Marketing Strategy • Advertising content and tool • Application process • Interviewing for retention • “Good Government Starts Here” Position, Not Person • Work Hours/Flexibility • Technology • Expectations • Variety • Customers CLEAR 2008 Annual Conference Anchorage, Alaska

21. Engaging the Generations • Next options? • Appreciation for Expertise and Experience • Lifelong learners • “Giving back”/Responsibility • Organizational Loyalty Boomer Silent • Status / Titles • Money / Promotion / Recognition • Loyalty to Self: Personal Satisfaction • Subordinates/Control Effective Motivation Management • Visible Difference/Boss’s Recognition • Own goals and skills first • Job hopping - employability • Started the “Work-life balance” • Stock Options • Time-Off • Personal Fulfillment Generation X Generation Y • Career path = Prep for Self Employment • Variety and Opportunity CLEAR 2008 Annual Conference Anchorage, Alaska

22. Non-Generational Retention • “Getting Personal in the Workplace” – ASK • The exit interview is too late • Training Strategies • What’s in it for me? • Exciting, Challenging, Meaningful • Values • Performance Management • Good Boss • Fun Are you looking closely? CLEAR 2008 Annual Conference Anchorage, Alaska

23. Skeptical of authority • Focus on their rights and skills • Easy to recruit, hard to retain Generation X Recruitment and Retention Considerations • Disciplined Environment • Consistency • Fixed views on gender roles Boomer Silent • Employment is for “life” • Talk about “inclusive” leadership, but lack skills or believe in it • “Workaholic” and “Superwoman" • Directive, command and control management style Generation Y • Expect flexibility (both men and women) • Comfortable with diversity and opposite gender • Will have >3 careers, > 12 employers, and be self employed at least once • Will have >5 careers, >29 employers, and be self employed MORE than once CLEAR 2008 Annual Conference Anchorage, Alaska

24. Putting it together What “they say” is important – across all generations • Coaching and mentoring, but not micromanagement • Exciting – Challenging – Meaningful Work Are You a Good Boss? • Feedback that is timely, accurate and specific • Recognition of good work • Great people and a fun environment • Perks that are of relevance to lifestyle • Outlined and clearly defined goals and objectives with freedom to execute CLEAR 2008 Annual Conference Anchorage, Alaska

25. Questions? CLEAR 2008 Annual Conference Anchorage, Alaska

26. Speaker Contact Information • Michelle Pedersen • Director of Human Resources • Colorado Department of Regulatory Agencies • 303 894 2116 • Michelle.pedersen@dora.state.co.us • William Browning • Program Manager, Colorado Department of State • 303 349 4921 • William.browning@state.sos.co.us CLEAR 2008 Annual Conference Anchorage, Alaska