Generational Identity in the Workplace Communication and Managing Conflict

2. Generational Identity in the Workplace Communication and Managing Conflict November 25, 2008 Dr. Judy Laws Graybridge Malkam

3. “Seek first to understand, then to be understood” Stephen R. Covey Seven Habits of Highly Effective People

4. Agenda Generational differences and communication Generational differences and managing conflict Strategies for communicating across generations

5. Disclaimer • Different generations require different approaches • But be careful not to stereotype – “generations” is just one lens that can be used to help understand people. It is not the only lens.

6. Communicating Across Generations

7. Activity Three Way Communication

8. Who’s Communication Style? Why is he still talking, I understand what he wants…. I’ll just email the DG with this great solution! Gen Y Gen X Lets schedule a conference call to get everyone’s input and discuss Boomer

9. Communication Styles

10. Responses to Conflict • Veterans = “Oh no…they’re the bosses. I couldn’t do that.” • Boomers = “Let’s bring everyone together and we will resolve this.” • Gen Xers = Tell their coworkers in a straightforward way if there’s something they disagree with or don’t like. • Gen Ys = Don’t cope well with “in your face” conflict, such as unhappy customers complaining curtly about service.

11. Managing Conflict

12. Sources of Generational Conflict • Work Ethic • Work-life Balance • Feedback • Communication Style • Job Changing • Rewards • Training

13. Case Study: Managing Conflict A manager of a group of 15 employees spanning all four generations comes to you, the human resources rep, with a problem. Some of the older workers are complaining that the younger employees are playing computer games over lunch. They feel this is inappropriate behavior on the job; he younger generations say that it is relaxing to them, and who cares what they do for their lunch time? How should you coach the manager to handle this conflict between her employees?

14. Solutions to Address Generational Conflict • Get to know the different generational motives. Remember, each generation has a different motivating force, i.e. Generation X = quality of life, Generation Y = meaningful work, etc. • Don’t judge a book by its cover. Look beyond appearances to the generational core value that is driving the behavior of the person. • There is no “I” in team. A four-generation team that works together well will undoubtedly produce stronger results than any single focus group could. • It’s not what you say, but how you say it. Generational clashes often stem from miscommunication in tone or how the message is communicated, i.e. style comes across as bossy or too direct. Train all employees on effective communication strategies, i.e. how to have difficult conversations, resolving conflicts, etc. • Age doesn’t have a number. Adopt “ageless thinking” and look at how each generation shares a common history.

15. It’s Monday Morning… What are the three things you are going to do differently on Monday as a result of attending this session?