SHRM Poll: Intergenerational Conflict in the Workplace April 29, 2011

Key Findings Is Intergenerational Conflict a Problem in Organizations? About one-quarter of HR professionals reported substantial levels (responded “some degree” or “a large degree”) of intergenerational conflict within their organizations. The same proportion reported that intergenerational conflict is not at all a problem in their organizations. Which Intergenerational Issues Cause the Most Conflict Within Organizations? More than one-half of organizations indicated that people managers have raised concerns about younger workers’ inappropriate dress (55%) and poor work ethic (54%). By contrast, the top three concerns or complaints raised by younger workers about older managers are resistance to change (47%), low recognition of workers’ efforts (45%) and micromanaging (44%). How Do Organizations Respond to Complaints of Intergenerational Conflict? Among organizations that had specifically responded to concerns raised about intergenerational conflict issues, 61% had implemented or increased coaching/mentoring efforts for people managers and 44% had implemented or increased coaching/mentoring efforts for nonmanagement level employees. More than one-third (38%) reported that their organizations had increased job/workplace expectations training for new hires .

To what extent is intergenerational conflict an issue in your workplace? Note: n = 432.

To what extent is intergenerational conflict an issue in your workplace? Comparison by Organization Staff Size Not at all (by staff size): Smaller organizations (those with fewer than 500 employees) were more likely than organizations with 500 to 2,499 employees to report that intergenerational conflict is not at all an issue in their workplace. To a slight degree (by staff size): Larger organizations (those with 500 to 2,499 employees) were more likely than organizations with 1 to 99 employees to report that intergenerational conflict is an issue to a slight degree in their workplace. Smaller Organizations Larger Organizations Differences Based on Organization Staff Size 1 to 99 employees (32%) 100 to 499 employees (31%) 500 to 2,499 employees (9%) Smaller organizations > larger organizations Smaller Organizations Larger Organizations Differences Based on Organization Staff Size 1 to 99 employees (36%) 500 to 2,499 employees (67%) Larger organizations > smaller organizations Note: Based on a scale where 1 = “not at all,” 2 = “to a slight degree,” 3 = “to some degree” and 4 = “to a large degree.”

To what extent does your organization actively work (e. g To what extent does your organization actively work (e.g., through training or other programs, etc.) to reduce intergenerational conflict in its workplace? Note: n = 432.

Smaller Organizations Differences Based on Organization Staff Size To what extent does your organization actively work (e.g., through training or other programs, etc.) to reduce intergenerational conflict in its workplace? Comparison by Organization Staff Size Not at all (by staff size): Smaller organizations (those with 1 to 99 employees) were more likely than organizations with 500 to 2,499 employees to report that their organizations do not actively work to reduce intergenerational conflict in their workplace. Smaller Organizations Larger Organizations Differences Based on Organization Staff Size 1 to 99 employees (59%) 500 to 2,499 employees (33%) Smaller organizations > larger organizations Note: Based on a scale where 1 = “not at all,” 2 = “to a slight degree,” 3 = “to some degree” and 4 = “to a large degree.”

To what extent have your organization’s efforts to reduce intergenerational conflict proved successful? Note: n = 158. Percentages do not total 100% due to rounding. Only HR professionals who indicated that their organizations actively worked to reduce intergenerational conflict in their workplace answered this question.

Age composition of organizations’ management and nonmanagement employees Note: n = 214-226. Percentages do not total 100% due to rounding..

What complaints or concerns have people managers in your organization raised about the performance of younger workers? Inappropriate dress 55% Poor work ethic 54% Excessively informal language and/or behavior 38% Need for supervision Inappropriate use of or excessive reliance on technology Lack of respect for authority 36% Lack of respect for organizational hierarchy 35% Inability to balance work and life 28% Inability to navigate office politics 24% Inability to work within a defined structure 22% Low productivity 19% General skills deficiencies 18% Inability to work as part of a team 17% Note: n = 242. Excludes responses of "N/A, not aware of any complaints or concerns raised by people managers regarding younger workers." The response category "Unrealistic expectations of employment, current job and/or advancement" was added based on the write-in responses to "other." Percentages do not total 100% due to multiple response options.

What complaints or concerns have people managers in your organization raised about the performance of younger workers? (continued) Inability to work independently 15% Missed deadlines 11% Too much of a need to multitask 9% Low ability to multitask 8% Suboptimal learning speed/learning style 5% Low acceptance of diversity 3% Unrealistic expectations of employment, current job and/or advancement Other Note: n = 242. Excludes responses of "N/A, not aware of any complaints or concerns raised by people managers regarding younger workers." The response category "Unrealistic expectations of employment, current job and/or advancement" was added based on the write-in responses to "other." Percentages do not total 100% due to multiple response options. .

Smaller Organizations Differences Based on Organization Staff Size What complaints or concerns have people managers in your organization raised about the performance of younger workers? Comparison by Organization Staff Size Inability to work independently (by staff size): Larger organizations (those with 25,000 or more employees) were more likely than organizations with 100 to 499 employees to report that people managers in their organization had raised concerns about younger workers’ inability to work independently. Smaller Organizations Larger Organizations Differences Based on Organization Staff Size 100 to 499 employees (11%) 25,000 or more employees (45%) Larger organizations > smaller organizations

What complaints or concerns have younger workers in your organization raised about older managers? Resistance to change 47% Low recognition of workers’ efforts 45% Micromanaging 44% Rigid expectations of following authority/chain of command 38% Aversion to technology 31% Low respect for workers’ work/life balance Generally poor management skills 29% Inflexibility Poor training/coaching skills 28% Unfair or excessive criticism 26% “Out of touch” with the reality of the job Excessive workload 24% Excessively formal expectations for dress 17% Note: n = 231. Excludes responses of "N/A, not aware of any complaints or concerns raised by younger workers regarding older managers." Percentages do not total 100% due to multiple response options.

What complaints or concerns have younger workers in your organization raised about older managers? (continued) Intolerant 13% Inaccessible 12% Unkind 10% Unreasonably short deadlines 7% Excessively formal language and/or behavior 6% Other 2% Note: n = 231. Excludes responses of "N/A, not aware of any complaints or concerns raised by younger workers regarding older managers." Percentages do not total 100% due to multiple response options.

Smaller Organizations Differences Based on Organization Staff Size What complaints or concerns have younger workers in your organization raised about older managers? Comparison by Organization Staff Size Intolerant (by staff size): Larger organizations (those with 25,000 or more employees) were more likely than smaller organizations (those with fewer than 500 employees to report that younger workers in their organization had raised concerns about older managers being intolerant. Intolerant (by organization sector): Publicly owned for-profit organizations (27%) were more likely than nonprofit organizations (4%) to report that younger workers in their organization had raised concerns about older managers being intolerant. Generally poor management skills (by organization sector): Government agencies (50%) were more likely than nonprofit organizations (17%) to report that younger workers in their organization had raised concerns about older managers having generally poor management skills. Smaller Organizations Larger Organizations Differences Based on Organization Staff Size 1 to 99 employees (9%) 100 to 499 employees (9%) 25,000 or more employees (45%) Larger organizations > smaller organizations Comparison by Organization Sector

How has your company responded to these complaints? Implemented/increased coaching/mentoring efforts for people managers 61% Implemented/increased coaching/mentoring efforts for nonmanagement-level workers 44% Increased job/workplace expectations training for new hires 38% Implemented performance improvement process for workers 28% Implemented/increased flexible work arrangements 25% Implemented new performance measures 22% Implemented/increased intergenerational training for people managers 19% Relaxed dress code policy 16% Tightened and/or formalized dress code policy 13% Implemented/increased training for HR staff to respond to intergenerational conflict issues Implemented/increased intergenerational training for nonmanagement-level workers 12% Modified job descriptions for workers 9% Added new job/workplace policies , trainings and/or communications 3% Other Note: n = 172. Excludes responses of “N/A, my organization has not implemented any specific response to complaints raised by people managers about younger workers, or to complaints raised by younger workers about older people managers.“The response category "Added new job/workplace policies , trainings and/or communications” was added based on the write-in responses to "other." Percentages do not total 100% due to multiple response options.

At your organization, do any employees report to a manager or supervisor who is a member of a younger generation than the employee? Note: n = 263. Excludes responses of “not sure.”

Are you aware of any complaints due to this reporting structure? Note: n = 219

Demographics: Organization Industry Manufacturing –other 16% Health care, social assistance (e.g., hospitals, clinics, doctor's offices, in-home care, nursing homes, EAP providers, hospice, etc.) 13% Services--professional, scientific, technical, legal, engineering 7% Educational services/education (e.g., universities, schools, etc.) 6% Government/public administration--federal, state/local, tribal Other services (e.g., other nonprofit, church/religious organizations, etc.) Financial services (e.g., banking) 5% Transportation, warehousing (e.g., distribution) Insurance 4% Retail/wholesale trade Note: n = 272

Demographics: Organization Industry (continued) Consulting 3% High-tech Arts, entertainment, recreation 2% Real estate, rental, leasing Utilities Construction, mining, oil and gas 1% Publishing, broadcasting, other media Manufacturing--auto/auto-related Association--professional/trade Services--accommodation, food and drinking places Biotech Telecommunications Pharmaceutical Other 6% Note: n = 272

Demographics: Organization Sector Note: n = 265. Excludes “other” organization sectors.

Demographics: Organization Staff Size Note: n = 251

Demographics: Other Does organization have U.S.-based operations (business units) only or does it operate multinationally? Is your organization a single-unit company or a multi-unit company? Single-unit company: A company in which the location and the company are one and the same 41% Multi-unit company: A company that has more than one location 59% U.S.-based operations 75% Multinational operations 25% Note: n = 272 Note: n = 275 15% of organizations indicated that employees at their work location were unionized. Are HR policies and practices determined by the multi-unit corporate headquarters, by each work location or both? Note: n = 271 Multi-unit headquarters determines HR policies and practices 37% Each work location determines HR policies and practices 6% A combination of both the work location and the multi-unit headquarters determine HR policies and practices 57% Note: n = 173

SHRM Poll: Intergenerational Conflict in the Workplace Methodology Response rate = 17% Sample composed of 434 randomly selected HR professionals. Margin of error is +/- 5% Survey fielded February 16-23, 2011 For more poll findings, visit: www.shrm.org/surveys Follow us on Twitter: http://twitter.com/SHRM_Research