Generational Identity in the Workplace
Communication and Managing Conflict
November 25, 2008
Dr. Judy Laws
Graybridge Malkam
““Seek first to understand, Seek first to understand, then to be understood”then to be understood”Stephen
R. CoveySeven Habits of Highly Effective People
Agenda
• Generational differences and communication
• Generational differences and managing conflict
• Strategies for communicating across generations
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.
Communicating Across Generations
Activity
Three Way Communication
I’ll just email the DG with this great
solution!
Why is he still talking, I understand what he wants….
Lets schedule a conference call to get everyone’s input and discuss
Who’s Communication Style?
Gen XGen Y
Boomer
Communication StylesVeterans Boomers Gen X Gen Y
Definition Send me a formal briefing
Lets meet to discuss
Call or email when its important
Send me a text
BehaviourandExpect-ations
Face to face or written communication is preferred
Expect thorough answers with many details
Efficiency and directness – get to the point
Technology means fast questions, fast responses and access to everybody, no matter what level of seniority
Only tell me when its really good or really bad.
Feedback once a year and lots of documentation
Sorry to interrupt, but how am I doing?
Feedback whenever I want at the push of a button
the "silent generation“ - don't expect members of this generation to share their thoughts immediately
Want to be spoken to in an open, direct style and dislike controlling language
Expect to be kept in loop on activities
Resent being spoken down to
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.
Managing Conflict
Sources of Generational Conflict
• Work Ethic • Work-life Balance • Feedback • Communication Style • Job Changing • Rewards • Training
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?
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.
It’s Monday Morning…
What are the three things you are going to do differently on Monday as a result of attending this session?
Top Related