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Managing Generations in the Workplace

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Managing Generations in the Workplace

  1. 1. Managing Generational Diversity Management Training Blue Cross Blue Shield of Florida by Jamie Notter Vice President, Organizational Effectiveness
  2. 2. Objectives <ul><li>Cut through the hype around generational differences </li></ul><ul><li>Think critically about how to apply knowledge about generational differences to the workplace </li></ul><ul><li>Learn skills for communicating and managing conflict that can be applied directly to a multi-generational workforce. </li></ul>
  3. 3. Today <ul><li>Introductions and background </li></ul><ul><li>Understanding Generations </li></ul><ul><ul><li>Cutting Through the Hype </li></ul></ul><ul><ul><li>Theory </li></ul></ul><ul><ul><li>4 Generations in today’s workforce </li></ul></ul><ul><li>So What? Applying Generational Knowledge </li></ul><ul><li>Better Conversations: Managing (Generational) Conflict </li></ul><ul><li>Next Steps: What will You Do Differently? </li></ul>
  4. 4. Schedule <ul><li>Start (1:00pm) </li></ul><ul><li>Work </li></ul><ul><li>Break </li></ul><ul><li>Work some more </li></ul><ul><li>Finish (4:00pm) </li></ul>
  5. 5. Generational Diversity in the Workplace: Hype Won’t Get You Results Hype Won’t Get You Results Silent Generation Baby Boomers Generation X Millennials
  6. 9. ?
  7. 10. generational diversity hype? knowledge?
  8. 11. silent generation baby boomers generation x millennial generation 1925-42 (68–85) 1943-60 (50–67) 1961-81 (29–49) 1982-2005 (5–28)
  9. 12. <ul><li>can’t handle change </li></ul><ul><li>can’t think outside the box </li></ul><ul><li>overly reliant on hierarchy </li></ul><ul><li>too cautious; won’t take risks </li></ul>silent generation HYPE
  10. 13. <ul><li>Self-absorbed </li></ul><ul><li>let’s all sing kumbaya </li></ul><ul><li>what budget? </li></ul><ul><li>workaholics </li></ul>baby boomers HYPE
  11. 14. <ul><li>cynical slackers </li></ul><ul><li>not team players </li></ul><ul><li>no respect for authority, hierarchy </li></ul><ul><li>won’t pay their dues </li></ul>generation x HYPE
  12. 15. <ul><li>unrealistic expectations </li></ul><ul><li>overly dependent </li></ul><ul><li>informal to the extreme </li></ul><ul><li>OMG! WCTUCS? </li></ul>millennial generation HYPE
  13. 16. 1. Mostly negative HYPE 2. True 3. Solution: blame “them”
  14. 17. life stages theory of generations values social moments
  15. 18. <ul><li>youth </li></ul><ul><li>rising adult </li></ul><ul><li>midlife adult </li></ul><ul><li>elder </li></ul>life stages theory of generations
  16. 19. values theory of generations
  17. 23. social moments theory of generations
  18. 24. The Baby Boom Source: U.S. Census data, reported at www.bbhq.com
  19. 26. silent generation baby boomers generation x millennial generation 1925-42 (68–85) 1943-60 (50–67) 1961-81 (29–49) 1982-2005 (5–28)
  20. 27. <ul><li>context: shadow of depression and world war two </li></ul><ul><li>characteristics: favor command and control, security, delayed reward </li></ul><ul><li>workplace assets: stable, loyal, hard working </li></ul><ul><li>workplace liabilities: inept with change, won’t buck system, uncomfortable with conflict </li></ul>silent generation: born 1925 to 1942
  21. 28. <ul><li>context: protests, youthful rebellion, anti-war, civil rights, social upheaval </li></ul><ul><li>characteristics: idealistic, group/team focused, hard work for the cause, self-fulfillment </li></ul><ul><li>workplace assets: driven, service oriented, good team players </li></ul><ul><li>workplace liabilities: not budget minded, reluctant to go against peers, uncomfortable with conflict </li></ul>baby boomers: born 1943 to 1960
  22. 29. <ul><li>context: energy crisis, corporate downsizing, inflation, latch-key kids </li></ul><ul><li>characteristics: independent, less stock in title or position, work-life balance </li></ul><ul><li>workplace assets: adaptable, independent, techno-literate </li></ul><ul><li>workplace liabilities: impatient, poor people skills, cynical </li></ul>generation x: born 1961 to 1981
  23. 30. <ul><li>BORN: 1982 to 2005(?) </li></ul><ul><li>NAMES: Millennials, the Net Generation, N-Generation, Generation Y </li></ul><ul><li>workplace assets: collective action, optimism, multitasking </li></ul><ul><li>workplace liabilities: need supervision, inexperience </li></ul>millennials
  24. 31. millennials: trends the internet abundance diversity child-focused
  25. 32. millennials: trends
  26. 33. millennials: trends
  27. 34. This is not an unusual response for Josiah or many others: if something they need or want is not available, they simply figure out how to create it on their own. In fact, this behavior calls out a fundamental difference between those living in a participation culture vs. those who have come before. millennials: trends
  28. 35. Where’s the mouse? millennials: trends
  29. 36. millennials: trends abundance
  30. 37. millennials: trends abundance
  31. 38. millennials: trends abundance
  32. 39. millennials: trends video games
  33. 40. millennials: trends video games
  34. 41. millennials: trends
  35. 42. millennials: trends diversity
  36. 43. millennials: trends diversity
  37. 44. millennials: trends diversity
  38. 45. millennials: trends diversity
  39. 46. millennials: trends child-focused
  40. 47. millennials: trends child-focused
  41. 48. millennials: trends child-focused
  42. 49. millennials: trends child-focused
  43. 50. millennials: trends silent generation education work leisure baby boomers
  44. 51. millennials: trends education work leisure millennials
  45. 52. <ul><li>context: the social internet, abundance, diversity, child-focused </li></ul><ul><li>characterstics: do it ourselves, no waiting, networked, “lines” (offline/online) blurred </li></ul><ul><li>workplace assets: collective action, optimism, multitasking </li></ul><ul><li>workplace liabilities: need supervision, inexperience </li></ul>millennials
  46. 53. <ul><li>Silent: favor command and control, security, delayed reward </li></ul><ul><li>Boomer: idealistic, group/team focused, hard work for the cause, self-fulfillment </li></ul><ul><li>Gen X: independent, less stock in title or position, work-life balance </li></ul><ul><li>Millennial: do it ourselves, no waiting, networked, “lines” (offline/online) blurred </li></ul>How do these show up at BC/BS of Florida?
  47. 54. so what? Application
  48. 55. probability 0 1 never always Application
  49. 56. lenses Generations Life stage Economic class Ethnicity Gender Family Region Education Military branch Personality type
  50. 57. products and services leadership management conflict Application
  51. 58. Example: AARP Application: Products and Services
  52. 59. Example: AARP
  53. 60. Example: AARP
  54. 61. Example: AARP
  55. 62. silent generation baby boomers generation x millennial generation Application: Leadership
  56. 63. Application: Leadership
  57. 64. baby boomers generation x millennial generation Application: Leadership
  58. 65. baby boomers generation x millennial generation Application: Leadership
  59. 66. Application: Management processes/systems (marketing, recruiting, benefits) teams (roles, meetings, time, technology) management conflict
  60. 67. Application: Management Small Groups: leadership processes/systems (marketing, recruiting, benefits) teams (roles, meetings, time, technology)
  61. 68. Application: Conflict better conflict conversations
  62. 69. Theory: CONFLICT IS GOOD Practice: AVOID CONFLICT LIKE THE PLAGUE
  63. 70. How do you feel about conflict? about conflict? HATE DISLIKE OKAY LOVE Avoid Avoid Resolution
  64. 71. Self-Perpetuating Cycle Conflict exists We avoid either the conflict or its resolution Conflict gets worse! We avoid more
  65. 72. BREAK THE CYCLE: BETTER CONFLICT CONVERSATIONS BETTER CONFLICT CONVERSATIONS <ul><li>1. Better problem solving </li></ul><ul><li>2. Navigating hard conversations </li></ul><ul><li>3. Giving better feedback </li></ul>Interest-based negotiation
  66. 73. BREAK THE CYCLE: BETTER CONFLICT CONVERSATIONS BETTER CONFLICT CONVERSATIONS <ul><li>1. Better problem solving </li></ul><ul><li>2. Navigating hard conversations </li></ul><ul><li>3. Giving better feedback </li></ul>Ladder of Inference
  67. 74. BREAK THE CYCLE: BETTER CONFLICT CONVERSATIONS BETTER CONFLICT CONVERSATIONS <ul><li>1. Better problem solving </li></ul><ul><li>2. Navigating hard conversations </li></ul><ul><li>3. Giving better feedback </li></ul>Behavior-Impact Feedback
  68. 75. BREAK THE CYCLE: BETTER CONFLICT CONVERSATIONS BETTER CONFLICT CONVERSATIONS <ul><li>1. Better problem solving </li></ul><ul><li>2. Navigating hard conversations </li></ul><ul><li>3. Giving better feedback </li></ul>Behavior-Impact Feedback
  69. 76. Navigating Hard Conversations <ul><li>Group Exercise </li></ul>
  70. 77. Ladder of Inference I take ACTIONS based on my beliefs I adopt BELIEFS about the world I draw CONCLUSIONS I make ASSUMPTIONS based on the meanings I added I add MEANING (cultural and personal) I SELECT data from what I observe Observable DATA and experiences Source: Peter Senge, et al., The Fifth Discipline Fieldbook, p. 243
  71. 78. <ul><li>Work “down” the ladder, both your side and theirs </li></ul><ul><li>Let in new understanding and new data </li></ul><ul><li>Don’t fall into generational “traps” (You’re a Boomer, so you...) </li></ul><ul><li>Use generational knowledge to ask better questions </li></ul>Navigating Hard Conversations
  72. 79. Giving Better Feedback Behavior-Impact Feedback Model
  73. 80. <ul><li>When you [do something] </li></ul><ul><li>I [react this way] </li></ul><ul><li>Because [of these reasons] </li></ul>Behavior-Impact Feedback Behavior Impact Ladder
  74. 81. Giving Better Feedback Group exercise
  75. 82. Next Steps If you do what you always did, you’ll get what you always got.
  76. 83. [email_address] @jamienotter www.g etmejamienot ter.com

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