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Maurene Caplan Grey    Grey Consultingmaking communication work
Photo credit: Wendys Commercial, 1984
   Communication is ambiguous.   Trust is chaotic.   Social media doesn’t exist.
We’ll be fed at               6 p.m.Where is 6 p.m.located?
Breeds groupthink         Breeds ideasUndermined by             Corrects assumptionsassumptionsInhibited by technology   S...
Population *                                                                                       In U.S. Workforce      ...
Barbara Walters   Cher              Angelina Jolie        Lady Gaga(b.1929)          (b.1946)          (b.1975)           ...
   Ask questions. Learn from their                      wealth of knowledge.                     Seek them as mentors. Y...
   Give them your full attention.                      Eye contact, lean forward, don’t check                      your s...
   Don’t’ beat around the bush.                          They have little patience for                          prelimina...
   They like to combine work and play.                             They are good at multitasking.                        ...
Just anothercommunication channel
   Blogs   Tags   Wikis   … more
I       donuts.    This is where I eat donuts.                                         Here I am eating a donut.          ...
HypeConvergenceRegulations
DestinationContent     Container      Connectors Blogs      Website       Likes Photos     Laptop        Links Prof...
Content     Container               ConnectorsMaurene’s   Twitter profile, plus   Website linkphoto       more content    ...
Managing multigenerational workforces is an     art in itself          Young workers want to make a quick impact,       ...
Suggestions to get you started …   Reduce redundancy            Challenge assumptions   Reduce ambiguity             U...
Best practices   Be aware of what type of feedback works best.   Do not stereotype based on generation (or other criteri...
MAURENE CAPLAN GREYFounder, PrincipalO: 845.531.5050C: 845.797.8579twitter: @mgreysite: grey-consulting.commaurene.grey@gr...
Communication: Chaos to Clarity
Communication: Chaos to Clarity
Communication: Chaos to Clarity
Communication: Chaos to Clarity
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Communication: Chaos to Clarity

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Presentation delivered at the 23 May 2012 Women's Leadership Network (an affinity group of Compass Group).

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Communication: Chaos to Clarity

  1. 1. Maurene Caplan Grey Grey Consultingmaking communication work
  2. 2. Photo credit: Wendys Commercial, 1984
  3. 3.  Communication is ambiguous. Trust is chaotic. Social media doesn’t exist.
  4. 4. We’ll be fed at 6 p.m.Where is 6 p.m.located?
  5. 5. Breeds groupthink Breeds ideasUndermined by Corrects assumptionsassumptionsInhibited by technology Supported by technologyCreates exclusiveness Creates inclusiveness
  6. 6. Population * In U.S. Workforce 41 24 29 6 78 80 46 50 66-83 47-65 31-46 11-31 1928-1945 1946-1964 1965-1980 1981-2000 * In millionsSource: Clampet, J. (2010). Understanding a multigenerational workforce.
  7. 7. Barbara Walters Cher Angelina Jolie Lady Gaga(b.1929) (b.1946) (b.1975) (b.1986)Traditionalist Baby Boomer Generation X Generation Y WWII  Vietnam War  “Army of One”  9/11 Loyal  Idealistic  Free agent  Socially connected Dedicated  Competitive  Entrepreneurial  High expectations
  8. 8.  Ask questions. Learn from their wealth of knowledge.  Seek them as mentors. You’ll get the inside track of what makes the company tick. They may even see youBarbara Walters as a younger version of themselves.(b.1929)  The company is their identity.Traditionalist They want the company to continue to WWII be successful after they’ve retire. Loyal Dedicated
  9. 9.  Give them your full attention. Eye contact, lean forward, don’t check your smartphone.  Seek them as mentors. They experienced the transition from paperCher to paperless.(b.1946)  Their careers are a huge part ofBaby Boomer their identities. They may be afraid Vietnam War of being laid off. High salaries make Idealistic then disposable. Competitive
  10. 10.  Don’t’ beat around the bush. They have little patience for preliminaries.  When making a request, tellAngelina Jolie them what’s in it for them. It’s an(b.1975) extension of “tell me what I need toGeneration X know.” “Army of One”  Don’t expect immediate responses to emails or voice mails. It’s “not Free agent their thing.” They mean no disrespect. Entrepreneurial
  11. 11.  They like to combine work and play. They are good at multitasking.  Ask questions. They value beingLady Gaga(b.1986) considered part of the team.Generation Y  Innovation is their strength. Status quo is challenged. 9/11 Socially connected High expectations
  12. 12. Just anothercommunication channel
  13. 13.  Blogs Tags Wikis … more
  14. 14. I donuts. This is where I eat donuts. Here I am eating a donut. Here is my favorite donut recipe.
  15. 15. HypeConvergenceRegulations
  16. 16. DestinationContent Container Connectors Blogs  Website  Likes Photos  Laptop  Links Profile  Smartphone  Location Status  Tablet  Posting Videos  GPS  Voting
  17. 17. Content Container ConnectorsMaurene’s Twitter profile, plus Website linkphoto more content Testimonials link
  18. 18. Managing multigenerational workforces is an art in itself  Young workers want to make a quick impact,  Middle generation need to believe in the mission,  Older employees don’t like ambivalence.Source: Harvard Business School “Working Knowledge”newsletter, 17 April 2006. “Can you manage different generations?”
  19. 19. Suggestions to get you started … Reduce redundancy  Challenge assumptions Reduce ambiguity  Use a variety of media Reuse / recycle content  Build trust relationships Generate ideas  Democratize Value diversity communications
  20. 20. Best practices Be aware of what type of feedback works best. Do not stereotype based on generation (or other criteria). Tell others specifically why you appreciate their insights, assistance. Encourage idea generation. Put ideas in practice. Ask questions. Validate your understanding of expectations. Develop facilitated workshops on communicative styles and technologies.Great sites to visit GoToWeb20 www.go2web20.net International Association of Business Communicators www.iabc.com Ragan.com www.ragan.com Social Media Club www.socialmediaclub.org Society for New Communication Research www.sncr.org
  21. 21. MAURENE CAPLAN GREYFounder, PrincipalO: 845.531.5050C: 845.797.8579twitter: @mgreysite: grey-consulting.commaurene.grey@grey-consulting.com making communication work presentations strategy workshops writing

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