Managing the Workforce of the Future: Retaining and Engaging Future Claims Leaders Presented to ESLCA Annual Conference October 14, 2009 Marnie E. Green Management Education Group, Inc.

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Mom and Dad

Find a Partner! Describe a message about work you received while growing up. Describe two characteristics of today’s younger workers. Describe two changes you’ve had to make to adapt to new workplace expectations or attitudes.

Describe a message about work you received while growing up.

Describe two characteristics of today’s younger workers.

Describe two changes you’ve had to make to adapt to new workplace expectations or attitudes.

Four Generations? Veterans Boomers Generation X Millennials

Veterans

Boomers

Veterans Born before 1946 Now 64 + years old Sacrifice, hard working, loyal Reluctant to buck the system or speak up Comfortable with delayed rewards 65% said they would not feel comfortable talking with a manager about career changes Source: Bridgeworks, 2005

Born before 1946

Now 64 + years old

Sacrifice, hard working, loyal

Reluctant to buck the system or speak up

Comfortable with delayed rewards

65% said they would not feel comfortable talking with a manager about career changes

Baby Boomers Born between 1946 - 1964 Now 63 - 45 years old Service-oriented, team players, idealistic “The truth shall set you free” Systems, forms, structures serve them well 43% said they lack opportunities to be mentored at work Source: Bridgeworks, 2005

Born between 1946 - 1964

Now 63 - 45 years old

Service-oriented, team players, idealistic

“The truth shall set you free”

Systems, forms, structures serve them well

43% said they lack opportunities to be mentored at work

Generation X Born between 1965 - 1979 Now 44 - 30 years old Independent and impatient Not intimidated by authority Wary of sugar-coated messages 30% said they left a job because they were bored or due to lack of training Source: Bridgeworks, 2005

Born between 1965 - 1979

Now 44 - 30 years old

Independent and impatient

Not intimidated by authority

Wary of sugar-coated messages

30% said they left a job because they were bored or due to lack of training

Millennials Born after 1980 30 years old and younger Tech savvy Globally aware Want up-to-the-second feedback and direction 88% said they have established specific goals for themselves for the next five years Source: Bridgeworks, 2005

Born after 1980

30 years old and younger

Tech savvy

Globally aware

Want up-to-the-second feedback and direction

88% said they have established specific goals for themselves for the next five years

Shifts in Workplace Perspective Hard Work Teamwork Network How is work completed?

Hard Work

NANOBOT “ N early a utonomous, n ot in the o ffice, doing b usiness in their o wn t ime” Source: Wall Street Journal

Shifts in Workplace Perspective Life Retirement 3 to 4 yrs. How long does it take to get the job done?

Life

Shifts in Workplace Perspective No News is Good News Annual Performance Evaluations FAST Feedback What kind of feedback do I need?

No News is Good News

Shifts in Workplace Perspective Safety & Security System & Structure Challenge & Risk What should work provide? Executive manager manager manager employee employee employee employee

Safety & Security

Shifts in Workplace Perspective Management is King Management is Respected Management = Employees What role does management play?

Management

is King

Tips for Retaining and Engaging Future Claims Leaders Engage younger workers as ________________. Rethink __________ and _____________. Adopt new and creative ______________ and ___________________ strategies. Use ___________ extensively to develop their competence. tech leaders “ workplace” compensation mentoring “ workday” performance feedback

Engage younger workers as ________________.

Rethink __________ and _____________.

Adopt new and creative ______________ and ___________________ strategies.

Use ___________ extensively to develop their competence.

Where to Start? Conduct focus groups with each generation Analyze employee survey data by demographic Conduct regular technology assessments from the eyes of your tech users Provide “spot” cash awards that reward risk and intermediate success

Conduct focus groups with each generation

Analyze employee survey data by demographic

Conduct regular technology assessments from the eyes of your tech users

Provide “spot” cash awards that reward risk and intermediate success

Learn How Millennials Learn Form a group of 3 to 4 peers Identify ways your organization has adapted to meet the expectations of the new workforce Be prepared to share your best practices

Form a group of 3 to 4 peers

Identify ways your organization has adapted to meet the expectations of the new workforce

Be prepared to share your best practices

References Lancaster, Lynne C. & David Stillman. When Generations Collide: Who They Are, Why They Clash, How to Solve the Generational Puzzle at Work. HarperCollins Publishers, Inc., 2002. Sujansky, JoAnne & Jan Ferri-Reed. Keeping the Millenials, John Wiley & Sons, 2009. Tulgan, Bruce. Not Everyone Gets a Trophy: How to Manage Generation Y. Jossey-Bass, 2009. Twenge, Jean M., PhD. Generation Me: Why Today’s Young Americans are More Confident, Assertive, Entitled – and More Miserable Than Ever Before. Free Press, 2006. Zemke, Ron, Claire Raines & Bob Filipczak. Generations at Work: Managing the Clash of Veterans, Boomers, Xers, and Nexters in Your Workplace. American Management Association, 2000.

Lancaster, Lynne C. & David Stillman. When Generations Collide: Who They Are, Why They Clash, How to Solve the Generational Puzzle at Work. HarperCollins Publishers, Inc., 2002.

Sujansky, JoAnne & Jan Ferri-Reed. Keeping the Millenials, John Wiley & Sons, 2009.

Tulgan, Bruce. Not Everyone Gets a Trophy: How to Manage Generation Y. Jossey-Bass, 2009.

Twenge, Jean M., PhD. Generation Me: Why Today’s Young Americans are More Confident, Assertive, Entitled – and More Miserable Than Ever Before. Free Press, 2006.

Zemke, Ron, Claire Raines & Bob Filipczak. Generations at Work: Managing the Clash of Veterans, Boomers, Xers, and Nexters in Your Workplace. American Management Association, 2000.

Painless Performance Evaluations: A Practical Approach to Managing Day-to-Day Employee Performance Free Download! Now Available on iPhone http://a.tapstack.com/green/ppe/ Marnie Green www.managementeducationgroup.com

Thank you for your time! Marnie E. Green Management Education Group, Inc.