Communicating in a Multi-
Generational Workplace
An Excerpt – January 2009

Old farts and upstarts…
I remember when…
When do I get that promotion?
What do you mean you want me to wear a suit?
You’re right, but I’m the boss.
I DO know how to do it best: I’ve done it a million times.
I don’t DO weekends!
I’m not having fun here so I’m moving on.
Would you look at me when I’m talking to you?
I’ll need more vacation than that to work here!
But, I AM special!
I worked so hard to get here and now I don’t get any respect.
I’d really like to teach you…
I just can’t work with these people!

Why do we care…
in the workplace?
• What happens when generations fail to
communicate effectively?
– Turnover rates may increase
– Intangible HR costs may increase
– Morale may suffer
– Grievances and complaints may increase
– Perceptions of fairness and equity may suffer

If we focus on differences…
• Inflexibility
• Intolerance
• Disrespect
• Hostility

Where we see the differences…
• What people talk about at the coffee maker
• The language they use
• What tasks they prefer to work on
• How they prefer to work
• How they respond to authority figures/rules
• How long they stay on the job before moving on

Four generations
IABC
In
Born Canada
workforce Western
popn in
Canada ∼
2007 ∼
2006 ∼
∼ 1%
Veterans ’22 – ‘45 17% < 3%
∼ 22%
Baby ’46 – ‘64 30% < 40%
Boomers
∼ 56%
Gen X ’65 – ‘80 21% > 35%
∼ 7%
Millennials ’81 – ‘00 26% 15 – 20%

Boomers
• Born 1946 – 1964

Boomers – their influences
• The 60s
• Vietnam war
• Women’s lib
• Optimistic times in childhood
• Trudeau era/multiculturalism
• Television the dominant media
• Rounds of layoffs – changed jobs/careers
• Competition
• First real “sandwich” generation

Boomers −
cultural influences
• Fashion faux pas…
– Hot pants by a landslide!
– Bell bottoms and elephant pants
• We were watching…
– Happy Days
– Bonanza

Boomers −
cultural influences
• First toy excited about…
– Bicycle
– Barbie
• Our music…
– House of the Rising Sun,
Animals
– Satisfaction, Rolling Stones

Boomers – characterized as…
• Driven, focused and hard working
• Group oriented – family and friends
• Consensus seekers
• Optimistic
• Borrow conservatively
• Save some, have some now

Boomers – characterized as…
• Open to diversity
• Sacrifice for success
• Idealism, vision, personal
growth, soul searching

Boomers
• Lucky us…
– Women’s lib/the pill
– Life was simpler
– No depression/relative
plenty
– Not so much stress re
global warming,
terrorism, oil prices...

Boomers
• Life was tough…
– We didn’t have it hard!
– Nothing was handed to us
– Not so many “conveniences”
like cell phones,
dishwashers, microwaves

And…on the job?

Current workforce issues
• Aging workforce, many ready to retire early
• Fertility rates less than replacement
• Population growth largely through immigration
• Workers no longer prepared to “give it all” 24/7
• New level of uncertainty in the workplace
• So…hugely increased demand with
corresponding decreased supply

Boomers – on the job
• Approaching retirement?
• Collegial leaders and
team players
• Networking/politically savvy
• Casual office wear and flexible schedules
• Average stay 15 years!

Boomers – on the job
• Good at relationships/uncomfortable with
conflict
• Judgemental of those who see differently
• Sometimes value process over results
• Delegation-shy
• Knowledge is power

Boomers – on the job
• Want to add value to the organization…but
in a way that secures their position!
• Want learning & development and
challenge (+ advancement opportunities
for the Late Boomers)

The basics – we all want…
• Respect
• The ability to self-manage work-life balance
• Interesting work
• Good salary and benefits
• Learning and growth
• Recognition
• To be listened to
• To feel important

Communication
• How best to communicate with each
generation?
• What messages resonate for them?
• What turns them off about others’
communication?

Boomers – how best to
communicate?
• Value face-to-face
• Respectful but casual
• Take time to establish rapport
• Networking!
• Want context
• Give me everything
• May have some challenges
with technology

Boomers – messages that
resonate
• Tie your messages to goals,
mission and development opportunities
• Be anything you want
• Work well with others
• Live up to expectations
• You are important to our success
• You’re valued here…I approve of you
• Change the world

Boomers – turn offs
• Unfriendliness
• One-upmanship
• Shows of power
• Political incorrectness

Modifications – Boomers
• Embrace technology – think social media, blogs,
wikis etc.
• Respect the ideas that younger generations
bring to the workforce
• Don’t assume you are in the “teacher” role
• Focus on results as well as process
• “Share” not “send” messages
• Respect work/life balance needs

HR implications
• Get ‘em – recruitment and orientation
• Keep ‘em – total rewards and the
employee brand
• Grow ‘em – Career development,
performance management, mentoring etc.

Boomers –
get ‘em
• Quality of life issues
– Wellness programs
– Sabbaticals
http://youtube.com/watch?v=lAD_yF4SPe0&feature=related
– Alternative work arrangements
• Opportunities for profile
• Career growth opportunities
• How they fit in…who to network with

Boomers –
keep ‘em
• Money and title
• High profile projects
• Recognize in front of
peers and have a party!
• Recognize hard work and
how that benefits the team

Boomers –
grow ‘em
• Meaningful career growth/change
• Learning leading to
promotion/profile as expert
• Mentoring maximizes skills
in dialogue, as a mentee look
to prominent (a name!) mentors

Boomers –
grow ‘em
Performance feedback:
• Familiar with subjectivity/
relationship-based
• Focus on achievements
• Positive tone with
development opportunities
• Formal bi-annual
• Confidential

So what?
• Be aware/learn about generations
• Consider this diversity a strength, not a liability
• Find ways to share understanding within/among
your team
• Set an example of understanding and respect
• Experiment, have some fun!
• Build flexible and creative workplaces and
policies so that all generations can find
themselves a spot in your organization.

Overall
• All generations have rebelled/disliked the
previous generation
• Remember…it’s not a box that you can
sort people into!
• People are enormously resilient!
• We all want similar things…

Thank you!