CLEAR 2008 Annual Conference Anchorage, Alaska “Perspectives on Generational Differences” Michelle Pedersen William Browning

CLEAR 2008 Annual Conference Anchorage, Alaska Who Are We? Director of Human Resources Colorado Department of Regulatory Agencies 20 years of government HR Management experience Significant experience leading public sector reorganization, business re-engineering projects Over 15 years expertise in developing and delivering training Industrial/Organizational Psychology Degree Program Manager Colorado Department of State SCORE program 15 years management consulting expertise for government and Fortune 500 commercial clients Significant expertise in public sector organizational change management, strategy development, and program “turn around” Recently assisted in development of state-wide IT consolidation strategy for Colorado.

CLEAR 2008 Annual Conference Anchorage, Alaska Our Objectives for Today Understand Communicate Apply Children nowadays are tyrants – they gobble their food, contradict their parents, and tyrannise their teachers! Socrates, 425 BC

CLEAR 2008 Annual Conference Anchorage, Alaska Rules for Today Respect! Participate! Disconnect!

CLEAR 2008 Annual Conference Anchorage, Alaska Exercise! Generational Breakout! –Most Significant Historical Event –Your Heroes and Influencers –Favorite Method of Communication

CLEAR 2008 Annual Conference Anchorage, Alaska Your Hero? Communication Style Significant Event? Millennial (Y) Generation X Baby Boomer Generation Silent (WWII) Generation Understanding the Generational Differences White Board / Report out!

CLEAR 2008 Annual Conference Anchorage, Alaska Generational Landscape Baby Boomers Hold Power Silent Receding Influence Millennial (Gen Y) Entering Generation X Ascending Influence For the first time in American history, there are four distinct generations in the workplace today!

CLEAR 2008 Annual Conference Anchorage, Alaska Generational Landscape - Silent Outlook: Practical Work Ethic: Dedicated View of Authority: Respectful Leadership by: Hierarchy Relationships: Personal Sacrifice Perspective: Civic When working with Silent: Face to Face. Formal/chain of command. Linear/task oriented. Utilize the history they hold. If you are a Silent:  Share your history.  Be a mentor.  Stretch your “adaptor” muscles. Silent Communication Strategies:

CLEAR 2008 Annual Conference Anchorage, Alaska Generational Landscape - Boomers When working with Boomers: Friendly and welcoming. Inclusive. Give opportunities for feedback. Provide Acknowledgement. If you are a Boomer: Walk your talk. Don’t take it personally. Be sincere. A little less process… Outlook: Optimistic Work Ethic: Driven View of Authority: Love/Hate Leadership by: Consensus Relationships: Personal Gratification Perspective: Team Boomer Communication Strategies:

CLEAR 2008 Annual Conference Anchorage, Alaska Generational Landscape – Generation X Generation X Communication Strategies: Outlook: Skeptical Work Ethic: Balanced View of Authority: Unimpressed Leadership by: Competence Relationships: Reluctance to commit Perspective: Self When working with Xer’s: Use technology Get to the Point Be Sincere Problem-solving Orientation If you are an Xer: Engage with your team Ask for what you need Be patient with the process Lighten Up!!

CLEAR 2008 Annual Conference Anchorage, Alaska Generational Landscape –Millennial Generation Y Communication Strategies: Outlook: Hopeful Work Ethic: Insufficient Data Yet View of Authority: Relaxed, polite Leadership by: Collaboration Relationships: Loyal Perspective: Civic When working with Millennials: Nurture them. Be open and friendly. Make it fast and fun. Give them opportunities for collaboration. If you are a Millennial: Strive for independence. Look for a mentor. Listen more, talk less. Learn to deal with conflict.

CLEAR 2008 Annual Conference Anchorage, Alaska Challenge! Seniority based on length of service and age. I won’t follow someone I don’t respect. There’s right and wrong, rarely any in between. The world is troubled, we want to do something about it. Is this going to be on the test? Fab five not the Fab four was all the rage. Fonzie, Alice, and white polyester suits were “in”. IMHO,U R G8T. ROTFLOL!. BFF!!! Promotions come by moving carefully up the corporate ladder and following chain of command. No Land Line Phone Casual day? I thought that was every day?  Silent/WWII Generation  Generation X  Baby Boomer Generation  Millennial/Y Generation

CLEAR 2008 Annual Conference Anchorage, Alaska Communication Across Generations Silent (Take the time) Pick up the phone Face Time Deals done with handshake Boomers (Respect the time) Meetings / Groups Cell Phone Gen X (Efficiency) Cell Text / IM Gen Y (Effective / Efficient) Cell Text / IM and Blog Multi-Media (You Tube) Effective Approach High Tech Non-Collaborative Ineffective Meetings Long, Disengaged Meetings Kiss of Death

CLEAR 2008 Annual Conference Anchorage, Alaska Generational Labeling and Considering Between Generations Don’t Put People in a “Box” People may have traits of multiple generations Generational guidelines can be a good starting point but be careful to make general assumptions. Tweeners: –Born on the fringes of a generational definition –Exhibit behaviors and styles from both generations

CLEAR 2008 Annual Conference Anchorage, Alaska VIDEO

CLEAR 2008 Annual Conference Anchorage, Alaska Case Study: SCORE Program Statewide Colorado Voter Registration and Election System (SCORE) Citizen Voter Registration Election Management Registers to Vote DMV Vital RecordsCorrections Validation SCORE Counties Votes Citizen Ballot Preparation Election Management Election Calendar Districts & Precincts Ballot Processing Election Workers Receive Absentee Ballots Vote Center & Early Voting

CLEAR 2008 Annual Conference Anchorage, Alaska Using Generational Communication Techniques on SCORE Building Effective Communication County Clerks Boomers Silent WHO GENERATION WHAT WORKED: WHAT DIDN’T: Field SupportLeadershipTechnical MillenniumBoomersGen X Millennium In County Face to Face Con Calls / Webinar Text Cell Concise Meetings Extended Phone Text Web Meetings Extended Web Concise Meetings Extended

CLEAR 2008 Annual Conference Anchorage, Alaska Three Key Questions 1.Who is currently IN your organization? 2.What motivates them? 3.Who do you want to ATTRACT to your organization? Breaking Through Bureaucracy

CLEAR 2008 Annual Conference Anchorage, Alaska Rules of Engagement Engaged “Builders” Know expectations and roles High Performers Want to use talents and strengths Connection to company Not Engaged Neither negative nor positive “Wait and see” attitude Don’t commit Actively Disengaged “Cave Dwellers” Consistently against virtually everything Busy acting out unhappiness Undermine what engaged workers do Across Generations 29% Engaged 55% Not Engaged 16% Actively Disengaged Engagement levels typically deteriorate with time US Workforce Statistics

CLEAR 2008 Annual Conference Anchorage, Alaska Employer Insights –“Mindset,” not age –Public vs Private –Management Style –Current workforce –Exit Interviews –Pay and Benefits The Basics –Attraction/Marketing Strategy –Advertising content and tool –Application process –Interviewing for retention –“Good Government Starts Here” Position, Not Person –Work Hours/Flexibility –Technology –Expectations –Variety –Customers Recruit to Retain

CLEAR 2008 Annual Conference Anchorage, Alaska Engaging the Generations Appreciation for Expertise and Experience Lifelong learners “Giving back”/Responsibility Organizational Loyalty Silent Next options? Boomer Visible Difference/Boss’s Recognition Own goals and skills first Job hopping - employability Started the “Work-life balance” Stock Options Generation X Time-Off Personal Fulfillment Generation Y Effective Motivation Management Career path = Prep for Self Employment Variety and Opportunity Status / Titles Money / Promotion / Recognition Loyalty to Self: Personal Satisfaction Subordinates/Control

CLEAR 2008 Annual Conference Anchorage, Alaska Non-Generational Retention “Getting Personal in the Workplace” – ASK –The exit interview is too late Training Strategies What’s in it for me? –Exciting, Challenging, Meaningful –Values Performance Management Good Boss Fun Are you looking closely?

CLEAR 2008 Annual Conference Anchorage, Alaska Recruitment and Retention Considerations Disciplined Environment Consistency Fixed views on gender roles Silent Boomer Skeptical of authority Focus on their rights and skills Easy to recruit, hard to retain Generation X Employment is for “life” Talk about “inclusive” leadership, but lack skills or believe in it “Workaholic” and “Superwoman" Will have >3 careers, > 12 employers, and be self employed at least once Will have >5 careers, >29 employers, and be self employed MORE than once Expect flexibility (both men and women) Comfortable with diversity and opposite gender Generation Y Directive, command and control management style

CLEAR 2008 Annual Conference Anchorage, Alaska Putting it together What “they say” is important – across all generations Coaching and mentoring, but not micromanagement Exciting – Challenging – Meaningful Work Feedback that is timely, accurate and specific Recognition of good work Great people and a fun environment Perks that are of relevance to lifestyle Outlined and clearly defined goals and objectives with freedom to execute Are You a Good Boss?

CLEAR 2008 Annual Conference Anchorage, Alaska Questions?

CLEAR 2008 Annual Conference Anchorage, Alaska Speaker Contact Information Michelle Pedersen –Director of Human Resources –Colorado Department of Regulatory Agencies – William Browning –Program Manager, Colorado Department of State –