Working With Our Clients: Millennials their Helicopter Parents

1. Working With Our Clients: Millennials & their Helicopter Parents Kristy L. Vienne Sam Houston State University

3. Why is understanding generational perspective important? A generational perspective provides us with tools for understanding our students What their expectations are What motivates them If we are willing to explore the factors that shape a generations personality & characteristics, we can develop more effective: Policies Practices Programs Services

4. For the first time ever the workforce is seeing more than 4 generations of workers at once Silents Boomers Gen X Millennials Implications for the Workplace

5. Generation Timeline

6. Four Generations in the Workplace--- Silents on campus are probably in mid 70s The Silent generation set the tone for education and most are senior faculty at universities Established most of the rules and behaviors of the Modern Workplace Influence is Still Very Much Present Assumed mantle of leadership from its Silent predecessors Went to college when it was considered prestigious Economically Conservative Authority Drive/Rule Bound Work-Take it, Keep It & Be Happy if You Can Careers coincided with: Civil rights Women�s movements The Vietnam War Silents (1925 � 1942) Boomers (1943 � 1960)

7. Four Generations in the Workplace--- Self-driven Whatever works mentality Work to support lifestyle Life more important than work Boomers will be retiring soon, Gen Xer�s must be ready to step up as higher level administrators The millennials are now college age or new professionals Network Driven Outcome Oriented Work an Extension of Social Life Economics of the Here & Now Generation Xers Millennials

8. Let�s set the stage���.. The Silent Generation established the authority The Boomers are and/or submit to the authority system The Gen Xers rebel against or simply ignore the system The Millennials think they are the authority system

9. Sample of PositiveCharacteristic Comparisons Loyal Hard Working Take their job seriously Adaptable Silent Baby Boomers Generation X Millennial Trait Generation

10. Characteristic ComparisonsTo Improve Technology Usage Need to be in control Apathetic and cynical Impatient Silent Baby Boomers Generation X Millennial Trait Generation

11. Characteristic Comparisons To Learn From Respectful Optimistic Entrepreneurial Technologically Savvy Silent Baby Boomers Generation X Millennial Trait Generation

13. Information about the Millennial Generation Grown up with technology However this causes instant gratification Raised with the idea that they can be anything Expect to get to the top quickly Depression and Anxiety are higher Very scheduled lives Think they are equals with authority figures Extremely Educated Can be very skeptical

14. Information about the Millennial Generation Blunt and expressive Very diverse group They are very tolerant It�s okay to be different Clothing is a way of personal expression �Free to be you and Free to be me.� Independence in everything Need Constant Praise Thoughts and Feelings are important Often share Too Much Information Curse Words are no longer a taboo

15. Perceived or potential issues for administrators Differences effect the way we communicate Formal vs. Informal Over the phone, via e-mail, in person, instant message, Facebook The way we talk to each other/wording/respect Technology vs. no technology Different Work Ethic/Drive to Succeed Different needs & wants that may conflict with traditional standards and policies Conflicting Perceptions----Immediate Gratification Born Knowing vs. School of Hard Knocks

16. Parents consider their students college experience a joint venture Co-application College is getting a parent & student Millennial & their parents immediately call the VPs or President�s Office to seek resolution to the smallest complaint Most often without going through the proper channels first Perceived or potential issues for administrators

17. Implications for campus Each of these demographic groups is unique and has distinct characteristics, which raises the question���. How can we work together? Here are some key characteristics & strategies to help administrators work with Millennials & their Parents

18. Special Response to Boomers/authority figures telling them their whole lives Have been made to feel important by those, including colleges, who would sell them a product or service Given trophies for participation rather than victory As a result, they still feel everyone should get a prize Strategy for Administrators One of the ancillary aspects of serving Millennial students is dealing constructively with their intrusive parents Offer special programs and services aimed at parents Donuts for parents during Orientation Parent dedicated web-sites or web pages Marketing materials just for parents Provide a higher level of customer service & support

19. Boomers & Gen X = Parents Many Millennials have �helicopter parents,� who remain highly involved (or over involved)�in the lives of their children, even into young adulthood Millennials are �special� In large part have grown up well protected by their parents, who have reinforced the notion that: their offspring are the key to the future vital to the nation to their parents� sense of purpose Key authors of research in the field have millennial kids

20. A helicopter parent is a term for a person who pays extremely close attention to his or her child or children, particularly at educational institutions. They rush to prevent any harm or failure from befalling them or letting them learn from their own mistakes, sometimes even contrary to the children's wishes. They are so named because, like a helicopter, they hover closely overhead, rarely out of reach whether their children need them or not Some are even Blackhawks Definition of Helicopter Parents

21. Ironically�.. Helicopter parents of today were members of the generation that helped usher in the end of in loco parentis (i.e. in lieu of the parents) on college campuses

22. Sheltered Parent�s sheltered them from harm�s way Encouraged to follow rules They expect the rules to be clearly communicated & enforced Strategy for Administrators Educators & service providers better put it in their syllabus or policy handbook if it is expected for them to follow it Avoid the �unwritten rule�& replace with �write it down & enforce it� Come to trust authority and count on authority So do not let them down, if you say your going to provide something then do Millennials need and expect structure

23. Confident Sense of optimism----Have come to expect good news Have been encouraged to believe in themselves Millennials trust Boomers b/c they have been rewarded by them their whole lives Believe in community service, but only if they receive credit for it------Literally & Figuratively Mastered the art of negotiating levels of acceptable behaviors with parents, teachers, even employers Strategy for Administrators Set expectations higher for them, but be sure that their own expectations of beneficial outcomes are met

24. Conventional Raised under the notion that �if you follow the rules, you will be rewarded� Respect cultural differences more than previous generations Parental interaction of �Do as we say and not as we did� Come to accept codes of conduct and dress Strategy for Administrators Set an expected set of �norms� for the group/campus climate You are expected to have your card at all depts and/or events---no exceptions

25. Team-Oriented Millennials like to congregate Desire to cooperate & be perceived as cooperating by those who are in a position to judge them Resentment when they are forced to compete in a zero-sum game where winners take all Strategy for Administrators Consider doing team oriented programs or projects, but highly structured b/c they do not like to work w/o a net Blackboard, Facebook sites, or Blogs for students who use your services to chat When they do encounter difficult people, they become uncomfortable, and expect hose in authority to protect them You may be the uncomfortable person

26. Achieving Strong need for achievement A lack of tolerance for aberrant behavior is acceptable as long as the rewards for good behavior are known to all. Strategy for Administrators Alignment of programs/services is to be matched by alignment of a reward structure that is clearly explained & cleanly administered.

27. Pressured Feel pressured to perform Want structure enforced to ensure that compliance will lead to achievement Respect for objective assessment rather than subjective Most expect to receive at least a B average-as a result of compliance to academic standards Strategy for Administrators Market your services or offer programs to �reduce their pressure� and alleviate their burdens

28. Strategies for Serving Millennials Prepare for students who are high maintenance and expect to be treated as VIPs Be Prepared For High Expectations for.. Your Office/Environment Your Staff Your Marketing Materials/Your Literature Possible involvement of parents in Student Account Information Employ FERPA on your side Develop, when possible, handouts & resources that explain your limitations in sharing information Encourage to have the parent call you with the student on the phone so that you can better serve them�

29. Strategies for Serving Millennials & their parents Create opportunities for parents to be involved proactively rather than reactively Drug & Alcohol initiatives PTA Homecoming Events/Student Services Day When a parent calls: Negotiate carefully with them Manage their expectations Understand that many of them are living vicariously through their students Co-Market to parents Use their involvement to your advantage Create marketing materials just for them Website & On-line Parent Pages with their own log-in

30. Strategies for Serving Millennials & their parents Teach parents & students the proper protocol for handling disputes or concerns during Orientation Set the expectations or norms from the start Create systems so that upper-level administrators reroute issues back down to the appropriate office, without intervening Reinforce the importance of attempting to resolve the issue through the correct process Try to dedicate staff to reply to student emails within 1 to 2 hours of receipt Otherwise students perceive their issue or need to be unvalued

31. So where do we go from here? Have well written and clearly communicated internal policies for programs and services to help protect against �appeals� Provide advanced on-line delivery of services to help with the need for instant gratification. Administrators must respect each generations strengths and help support their weaknesses Continue to understand our differences and how they can be used to the departments advantage Continue to understand that this generation of students and parents will continue to expect and demand higher quality products and services.

32. What Generation is Next? Coming to a playground or campus near you soon�.. The Homelanders

33. Questions? Comments? Kristy L. Vienne Director, Bearkat OneCard Services & Student Money Mgmt Center Box 2538 Huntsville, TX 77340 klv002@shsu.edu (936) 294-2274

34. References http://www.nasrecruitment.com/TalentTips/NASinsights/GenerationY.pdf Coomes, M. D., & DeBard, R. (2004). Serving the millennial generation. New Directions for Student Services, 106. San Franciso: Jossey-Bass. Raines, C. (2002). Managing millennials. Connecting Generations. http://www.generationsatwork.com/articles/millenials.htm Generation Me: Why Today�s Young Americans Are More Confident, Assertive, Entitled� and More Miserable Than Ever Before by Jean M. Twenge, Ph.d.