Bridging The Communication Gap


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Bridging The Communication Gap

  1. 1. Bridging the Communication Gap How to Listen and Be Heard, From Facebook to Face-to-Face IEDA FALL CONFERENCE SEPTEMBER 25, 2009 ANTHONY JULIANO
  2. 2. In 1987, I had Duran Duran hair
  3. 3. A few definitions
  4. 4. Formative Years Boomers Gen X Gen Y 1950s 1960s 1970s 2000s 2010s 1980s 1990s
  5. 5. Baby Boomers <ul><li>Born 1946 -1964 </li></ul><ul><li>Population: 80 Million </li></ul>
  6. 6. Defining Moments
  7. 10. Icons
  8. 14. Generation X <ul><li>Born 1965 - 1980 </li></ul><ul><li>Population: 46 Million </li></ul>
  9. 15. Defining Moments
  10. 19. Icons
  11. 23. Generation Y/Millenials <ul><li>Born 1980 - 2002 </li></ul><ul><li>Population: 76 Million </li></ul>
  12. 24. Defining Moments
  13. 28. Icons
  14. 32. How do you feel when communicating outside your generation?
  15. 33. Stranded?
  16. 34. We’ve always had intergenerational conflict
  17. 35. <ul><li>Kids!  I don't know what's wrong with these kids today! Kids! Who can understand anything they say? Kids! They’re a disobedient, disrespectful oafs! Noisy, crazy, dirty, lazy, loafers! </li></ul><ul><li>-- “What’s the Matter with Kids Today?” 1960 </li></ul>
  18. 36. “ 42 percent of all employees say they have experienced intergenerational conflict in the workplace” --Kelly Services, Inc. study, 2008
  19. 37. “ Relations among the generations seem to be at a low point. Gen Y thinks Gen X is a bunch of whiners. Gen X sees Gen Y as arrogant and entitled. And everyone thinks the Baby Boomers are self-absorbed workaholics.” --“Gen Y, Gen X and the Baby Boomers: Workplace Generation Wars,” CIO Magazine, Jan. 30, 2008
  20. 38. What causes this conflict? <ul><li>Communication is never easy </li></ul><ul><ul><li>Different interests, media preferences, taboos </li></ul></ul><ul><li>Different attitudes about loyalty </li></ul><ul><ul><li>Boomers: a constant career with one or few employers </li></ul></ul><ul><ul><li>Gen X: few if any career changes but multiple employers </li></ul></ul><ul><ul><li>Gen Y: self-employed and career mobile </li></ul></ul><ul><li>Different attitudes about technology </li></ul><ul><ul><li>Example: social media in the workplace </li></ul></ul>
  21. 39. &quot;You can have Gen Y-ers…busy looking at their BlackBerrys. They've got their laptops flipped open, they're engaging in social networking right during the course of a meeting, and you have a boomer rolling their eyes, not understanding it.&quot; --Michael Walsh, CEO, LexisNexis U.S. Legal Markets
  22. 40. What causes this conflict? <ul><li>Different needs/attitudes about work/life balance </li></ul><ul><li>Different priorities/stages of life </li></ul><ul><li>Different communication styles </li></ul>
  23. 41. How do we build bridges… instead of burning them?
  24. 42. Keys to success
  25. 43. 1. Be responsive
  26. 45. BUT
  27. 46. Be responsive <ul><li>How fast do you expect someone to respond to… </li></ul><ul><li>An email? </li></ul><ul><li>A phone call? </li></ul><ul><li>An instant message? </li></ul><ul><li>Do those responses differ among different age groups? Why? </li></ul><ul><li>How do you encourage others to respond in a timely fashion? </li></ul><ul><li>SET CLEAR DEADLINES! </li></ul>
  28. 47. 2. Be flexible
  29. 48. “ It feels normal for Gen Y employees to check in by BlackBerry all weekend as long as they have flexibility during the week.” --Time, Jul. 2007, “What Gen Y Really Wants”
  30. 49. “ Everyone including Baby Boomers wants flexibility in their lives…To a Baby Boomer partner/principal/ director, flexibility may mean the occasional day working from home to catch up on personal matters or a work related project.” --Deloitte Human Resources, “Flexibility and Choice”
  31. 50. I respect your right to flexibility as long as it does not interfere with me getting my job done.
  32. 51. Be flexible How does this extend to communication? What effect would instant messaging have on communication in your workplace? Do those responses differ among different age groups? Why? What if your company took away your desk phone? Do those responses differ among different age groups? Why?
  33. 52. 3. Be authentic
  34. 54. Be yourself. If you expect that BS will fly with your audience, expect BS in response. Be a human being.
  35. 55. 4. Understand the pros and cons of social media
  36. 56. THIS IS A TEST
  37. 57. <ul><li>1 million </li></ul><ul><li>1 billion </li></ul><ul><li>5 billion </li></ul><ul><li>I’m sorry, could you repeat the question? I was just updating my status. </li></ul>Number of minutes per day spent on ?
  38. 58. C. 5 billion Number of minutes per day spent on ?
  39. 59. That’s > 3 million days, EVERY DAY
  40. 60. Social media is for real and it’s changing communication—and your business
  41. 61. Social Networking - Pros <ul><li>Helps you build relationships </li></ul><ul><li>Makes you “more human” </li></ul><ul><li>Gives you insight into your audience members’ lives </li></ul><ul><li>Scale </li></ul><ul><li>Speed </li></ul>
  42. 62. Social Networking - Cons <ul><li>Demands time and attention </li></ul><ul><li>Blurs the line between personal and professional </li></ul><ul><li>Scale </li></ul><ul><li>Speed </li></ul><ul><li>NOT ALWAYS THE AUDIENCE’S PREFERRED WAY TO COMMUNICATE </li></ul>
  43. 63. Does social networking inhibit productivity in your workplace?
  44. 64. A recent University of Melbourne study showed that people who use the internet for personal reasons at work are about 9% more productive than those who do not. 
  45. 65. 5. Listen intently
  46. 67. Listening is an ACTIVE pursuit.
  47. 68. Essential listening skills <ul><li>Active listening = no multitasking </li></ul><ul><li>Barriers: be aware of these </li></ul><ul><ul><li>- Inattention: not listening because you’re distracted </li></ul></ul><ul><ul><li>- Prejudgment: already have your mind made up </li></ul></ul><ul><ul><li>- Frame of reference: don’t understand approach </li></ul></ul><ul><ul><li>- Closed-mindedness: don’t want new information </li></ul></ul><ul><ul><li>- Drafting your response: focusing on your message instead of the speaker’s </li></ul></ul>
  48. 69. 6. Don’t forget the basics
  49. 70. Always consider <ul><li>Who’s the audience (and how are they different than you)? </li></ul><ul><li>What’s your purpose? </li></ul><ul><li>What’s your audience’s perspective? In other words… </li></ul>
  50. 71. WIIFM?
  51. 72. Questions?
  52. 73. Thanks! [email_address] (260) 424.3373 If you enjoyed this presentation, please recommend me on