1. 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

2. 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

3. 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 voic . Eve is extremely frustrated because she prefers short, to the point text messages and/or s when Joan needs to talk to her. Eve is considering looking for other vendors
What is the problem?
Case #1

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

7. 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

8. 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

9. 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

10. Lila, a Gen Z customer service associate s an external training associate Marie, a Baby Boomer, regarding her desire to discuss receiving further training. Marie responds with an 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 and plans to blow off the training.
What did Marie do wrong?
What is the problem?
How could this have been avoided?
Case #3

11. 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

12. 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 would suffice so he never attends. Aside from insubordination…
What is the problem?
How could the problem be avoided?
Case #4

13. 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

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

15. 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

16. /how-to-communicate-in-the-new-multigenerational- office/#705cb0d14a6b
manage-different-generations-in-the-workplace
gap-at-work-improving-intergenerational-communication
preferences-by-generations/
multigenerational-workforce-communication-styles/
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Sources