Presented by Dr. Stephanie J. Adam, M.S., SHRM-SCP, D.B.A. Generational Communication: Challenges, Opportunities, and Bridging the Gap Presented by Dr. Stephanie J. Adam, M.S., SHRM-SCP, D.B.A. Wednesday, April 24, 2019

Identifying the Problem Why are we so frustrated? WHO is the problem? What are the expectations? What are the preferences? How can we solve the problem? Identifying the Problem

Joan, a 56 year old Account Manager, has recently set up a new contact with Eve, a 25 year old Sales Rep for a local customer. When communicating with Eve, Joan typically stops in the office and then follows up with a voicemail. Eve is extremely frustrated because she prefers short, to the point text messages and/or emails when Joan needs to talk to her. Eve is considering looking for other vendors What is the problem? Case #1

Preferred Communication Styles In Person For many of us (if not all) this is still the preferred way to communicate Phone Call Email Text Social Media *NEW* Collaborative platforms such as Google Docs Preferred Communication Styles

Setting Expectations How do you perceive “effort?” Often, the expectations are the source of the problem Can an initial conversation prevent future aggravation? Setting Expectations

Frank, a Baby Boomer, is preparing to retire in the next three years Frank, a Baby Boomer, is preparing to retire in the next three years. His manager has identified Carla, a Millennial, as his replacement. Frank asks Carla to set up a weekly face-to-face meeting with him in order to go over his role and responsibilities. A month passes and he still hasn’t heard from Carla. What’s the problem? How could this have been prevented? How can it be solved? Case #2

When Miscommunication Happens What is the typical source of miscommunication? Put yourself in somebody else’s shoes. Don’t make assumptions Communicate…..in order to find the source of miscommunication Give feedback Be willing to receive feedback Remember: context is key When Miscommunication Happens

Lila, a Gen Z customer service associate emails an external training associate Marie, a Baby Boomer, regarding her desire to discuss receiving further training. Marie responds with an email which states: THAT SOUNDS GREAT. I’VE SIGNED YOU UP FOR A SEMINAR NEXT MONDAY ON COMMUNICATION. WAY TO GO  Lila is offended by the email and plans to blow off the training. What did Marie do wrong? What is the problem? How could this have been avoided? Case #3

Supervisory Miscommunication Power dynamic When you, as a manager, are younger Find ways to relate Don’t assume your way is the best way Getting what you “need” out of the relationship When your subordinate won’t follow your guidelines Supervisory Miscommunication

Grace, a Millennial Project Manager, institutes a mandatory weekly “roundup” meeting in her office on Wednesdays after lunch break. She even offers to buy lunch for attendees. Walter, a Baby Boomer Electrical Engineer, doesn’t feel the meeting is necessary when a brief email would suffice so he never attends. Aside from insubordination… What is the problem? How could the problem be avoided? Case #4

Bridging the Gap Training Off-site programs Fun activities “Reverse” mentoring Be willing to bend Customize Listen Take notes Learn something new! Bridging the Gap

Adding Another Dynamic Gender issues Navigating the male/female dynamic in conjunction with the age dynamic Does it change things? Adding Another Dynamic

Evan, a Gen Z job candidate has asked one of his father’s coworkers, Reba, a Baby Boomer HR Manager to give him advice on interviewing for jobs. According to Reba, candidates should always follow an interview with a hand written thank you note. Evan follows this advice after an interview with a Millennial Project Manager, Curtis. Curtis receives the thank you note and feels Evan is “trying to hard” so he does not offer Evan the job. What is the problem? Bonus: Case #5

https://www.forbes.com/sites/jennagoudreau/2013/02/14 /how-to-communicate-in-the-new-multigenerational- office/#705cb0d14a6b https://www.exoplatform.com/blog/2017/11/15/how-to- manage-different-generations-in-the-workplace https://www.coca-colacompany.com/stories/bridging-the- gap-at-work-improving-intergenerational-communication http://www.simonwalker.org/communications- preferences-by-generations/ https://www.staffmanagement.com/blog- multigenerational-workforce-communication-styles/ https://www.voipreview.org/blog/line2-addressing-needs- millennial-workforce-mobile-app https://www.forbes.com/sites/dailymuse/2013/02/12/4- mistakes-not-to-make-when-managing-older- employees/#57775ceb389b Sources