How do you communicate and manage across the 4 generations in the workplace?

1. Generational
Diversity
CAPPA
SEPTEMBER 25, 2008
Betsy A. Haas, MA
Esteemed Human Development International
www.imakethedifference.com
818-904-0903
OBJECTIVE
To heighten awareness and understanding of the generalized
differences among generations, in order to decrease
misunderstandings, conflicts, stress, discomfort, frustration, and
miscommunication. And, to increase effectiveness in the your
work without reinforcing stereotypes.
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2. Diversity is not a lesson,
it is a practice!
It is an evolving process
in which you never stop learning.
It is about respect, not tolerance.
We want to practice respect
and an appreciation for others.
~Jennifer Montgomery~
Civilization is a method of
living, an attitude of equal
respect for all men.
Jane Adams (1860—1935)
Betsy Haas (please ask for 4
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3. How do I want to be treated?
• I want to be valued
In the American Marketplace today, 70% of the people who
leave their jobs do so because they do not feel valued.
• I want to be appreciated
• I want to be trusted
This is the foundation of leadership
** To be trusted is a greater compliment than to be loved.
George MacDonald
• I want to be respected
The respect of those you respect is worth more than the
applause of the
multitude.
Arnold Glasow
• I want to be understood
When dealing with others, seek first to understand, then be
understood.
Stephen Covey
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TIMES HAVE
CHANGED
The once linear nature of power at work, from older
to younger, has been dislocated by changes in
health, wellness and life expectancy, lifestyle,
technology, and knowledge base.
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4. GENERATIONAL DIVERSITY
• A group of people defined
by age boundaries (those
who were born during a
certain era),
• they share similar
experiences growing up,
and
• their values and attitudes
tend to be similar.
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THE POWER OF
VALUES
“Once established as young adults…
there is only the possibility of adoption of
our values if we experience a ‘Significant
Emotional Event’…which so deeply
affects us that it causes us to reevaluate
our basic values to exchange one for
another.” - Morris Massey
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5. Major Factors Influencing
VALUE DEVELOPMENT
• In his book, “The People Puzzle” Morris Massey lists 8 influential
factors that contribute to our value development
• Keep in mind, it is when we are in the “modeling stage” – about
age 10 – that these factors have the greatest impact
“Areas of influence” guide what
we think is RIGHT or WRONG
• Church / Religion • Family
• Income • Friends
• Geography • Media
• Teachers • Formal Education
(formal & informal)
GENERATION GAP Exercise
A generation gap describes a vast difference in cultural norms
between a younger generation and those more experienced.
1. Divide into two groups – do you consider yourself younger or older
generationally?
2. Ask yourselves the questions that pertain to your group.
Younger Older
1. What VALUES do you like 1. What VALUES do you like
about your generation? about your generation?
2. What do you want to 2. How old were you when
accomplish and when? you accomplished your
most significant
3. Describe your ideal school. successes?
4. What challenges do you 3. Describe your ideal school.
face at work that may 4. What challenges do you
have to do with your face at work that may
generation? have to do with your
generation?
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6. WHAT WAVES ARE WE UP AGAINST?
Non-
Traditional
Open Violence
Values
Hurried Families Safe Sex
Substance Abuse Deteriorating
Political Corruption Role Models
Hedonism
_____?
Less Patriotism
_____?
“New Morality” _____?
Changing Family _____?
Structure
Industrialization
Religion
Delayed Sexual Gratification
Traditional
Family
Values
1920 1990 2010
VALUE DEVELOPMENT OVER THE DECADES
20’s 30’s 40’s 50’s 60’s 70’s 80’s 90’s
Aftermath Wall Street World War Korean War Vietnam War Vietnam Diminished Desert Storm
of WW1 Crash II Impact World
Indulged Civil Rights Cold War
Respect /
Close Family Great The War Kids Watergate Hostages Ended
Depression Effort Assassination
Radio Television Hypocrisy High-Tech Domestic
The New GI Bill Space Terrorism
Prohibition Rock n’ Roll Program “Me” Society
Deal
Working Generation AIDS Politically
Very Women Suburbs Generation Correct
Gap Gay Drugs
Security Beatniks
Oriented Kindergarten Liberation Internet
Sexual Personal
The Good Revolution Equal Rights Computer Generation
Life (Pill) Amendment Lap
Yuppies
Feminists Environment Booming
Economy
Hippies
Clinton
Drugs Scandals
Tolerance
Commdr. FDR Gen. Gen. John F. O.J. Ronald Bill Clinton
Richard Eisenhower MacArthur Kennedy Simpson Reagan
Byrd Jesse McGwire &
Owen Rosie the Dr. Spock Martin Muhammad Lee Sosa
Babe Ruth Riveter Luther King Ali Iacocca
Shirley Elvis Michael
Charles Temple Frank Presley Neil Mary Tyler Magic Jordan
Lindbergh Sinatra Armstrong Moore Johnson
Jazz Rap / Hip
Flapper The Beatles Disco Madonna Hop
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7. OUR DISCLAIMER
• We will be talking about “Mass Consciousness” which are the
values held by most people in society during a time period
• As in a “Bell Curve” there are those who fall outside the norm
due to special circumstances, ethnicity, culture, environment, etc.
Normal Values of Society
Values Values
deviating from deviating from
the norm the norm
THE POWER OF FOUR
• This is the first time in • These four generations
American history that often collide, as their
we have had four paths cross.
different generations
working side-by-side in • They have different
the workplace. values, different ideas,
• Each generation has different ways of getting
distinct attitudes, things done, and
behaviors, different ways to
expectations, habits, communicating in the
and motivational workplace.
buttons.
Betsy Haas (please ask for 14
permission to copy or use)
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8. TODAY’S GENERATIONAL
WORKFORCE
• Veterans (Matures) – born from 1922 – 1945 (5% of the
national workforce 30 million) (currently 63 – 86 y/o)
• Baby Boomers – born from 1946 – 1964 (45% of the
national workforce 80 million) (currently 44 – 62 y/o)
• Generation X – born from 1965 – 1980 (40% of the
national workforce 45 million) (currently 28 – 43 y/o)
• Net-Gen – born from 1981 – 2000 (10% of the national
workforce 75 million) (currently 85 – 27 y/o)
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WHERE DO YOU BELONG?
• Take 5 minutes to mark your questions on the Test
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9. STATEMENTS FOR
DISCUSSION
As each generation replaces another, in the work
environment, the overall training environment
becomes something new altogether -
fundamentally changing the participants’ morale,
mood and behavior.
1. We assume our definition of success onto the other
generations
2. We want others to “Pay your dues the same way I did”
3. Each generation thinks the following has it easier
“VIVA LA DIFFERENCE”
VALUES MATURES BABY BOOMERS GEN-X NET-GEN
Mother Homemaker Working Single Single Mother/
Mom Mother Mother Single Father
Family Close Family Dispersed family Latchkey Kids Comfortable with
Looser family structure
Marriage Married Once Divorced/Remarried Single Parent Undetermined
Patterns
Hair Short Hair Long Hair Any Style Hair Bleached/Spiked
Clothes Formal Casual Bizarre Anything Goes
Music Big Band/Swing Rock ‘n’ Roll Alternative/Rap Ska/Swing
(very diverse)
Money Save It Now Buy It Now Want It Now Get it Now
(Online)
Purchasing Purchasing with Cash Purchasing with Credit Struggling to Purchase Online
Card Purchase
Marketing Ford Marketing GE Marketing Concept Ignored Market Interactive Global Market
Concept
High -Tech Slide Rule Calculator Computer Internet/Text Messaging
(games)
Work Style Team Work and Personal Fulfillment Tentative/ Networking
Commitment to Work Divided Loyalty
War Win a War Why a War? Watch a War Wireless War
(WW II patriotism) (Viet Nam War (Desert Storm – (Iraq Conflict)
Demonstrating) Live on TV)
Morals Puritan Ethics Sensual Cautious Tolerant
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10. WHAT DRIVES EACH?
CHARACTERISTICS MOTIVATION
MATURES • Most affluent in Nation • Show respect and deference
• Retired • Listen attentively to what life experiences have
• Group not individual taught them, what they observe around them
• Acknowledge contribution but don’t celebrate
them too much outside the group
BOOMERS • Most influential population • Allow to contribute to the team
• Workaholic mentality – delayed • Acknowledge hours spent in the workplace
gratification • Recognize competitiveness – their wins
• “We” first orientation • Use optimistic language
• Work ethic defined by time
• Important to be a team player
GEN-X • Most loyal population today – to • Balance family and lifestyle into decisions
people not companies • Acknowledge the challenges of too many
• Live for today, raised by parents Boomers in the workplace to compete with
as friends – prove it to me • Provide adequate technology and tools
• Cynicism, pessimism, skepticism • Rewards are in real-time
NET-GEN • Most creative population • Reward with time (or symbols of success)
• Instant gratification – • Celebrate them as individuals
resourceful • Fun and open workplace environment
• Seeks quick feedback • Use as ambassadors across diversity
• Doesn’t acknowledge authority
FINDING COMMON
GROUND
Rallying around “Like-minded”
values…is the single most common
denominator that brings people
together across diversity factors OR
can be the strongest clash of
differences!
(e.g. Politics and Religion)
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11. BENEFITS OF A
MULTI-GENERATION WORK PLACE
• The group is more flexible.
• Decisions are stronger because they are
broad-based.
• The group is more innovative
• The group can meet the needs of a diverse
work environment.
Betsy Haas (please ask for 21
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THE KEYS TO OVERCOMING
THE DIFFERENCES THAT
DIVIDE US
• Understanding – the more we understand others’
point of view and allow for differences, the better we
can communicate.
• Acceptance – We accept someone as a person of
worth, even if we can’t agree.
• Forgiveness – To keep the lines of communication
open, it is imperative that we learn to forgive.
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12. MOVING OUTSIDE THE BOX
New Zone of Comfort
Risk Four
Risk Three
Risk Two
Risk One
Original
Risk Two
Zone
of
Comfort
One
Risk One
Risk Three
Risk Three
New Zone of Comfortort
Risk Four
New Zone of Comfort
LISTENING
What the
heart speaks
the mind hears.
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13. EXAMPLE # 1
• Scenario: At appraisal
time, a manager from the
Mature Generation gives • Solution: Explore
a Team plaque to a Net- reward plans geared to
Gen. The Net-Gen the different generations
employee is ungrateful and giving monetary
and says, “Why didn’t I rewards and recognition
get a day off six months at the time when it is
ago when accreditation earned. Net-Gen’ers
was completed?” want instant rewards, but
Matures are interested in
rallying the team.
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EXAMPLE # 2
• Scenario : A
Generation X participant
tells a Boomer that he has
been working too hard and
should take a vacation. • Solution: The next
Instead of saying thanks, time that this situation
the Boomer replies, “I work comes up, the
to get ahead, to get a Generation X
promotion, not for a participant might elect
vacation.” to talk to the Boomer
about a bonus, rather
than suggest that she
take a vacation.
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14. SCHOOL OF CHOICE
•Requires a WORK culture that recognizes and
appreciates a variety of perspectives, styles, and opinions.
•Differences in perspectives are sought out, valued,
respected, and put to use.
•The supervisor taps into the best (productivity and
creativity) of everyone.
RESOURCES
This talk was based on the work of:
Morris Massey, The People Puzzle: Understanding Yourself and Others (Reston, VA:
Reston Publishing, 1979)
Dr. Rick and Kathy Hicks, Boomers, Xers, and Other Strangers; Understanding the
Generational Differences that Divide Us (Tyndale House Publishers, Wheaton, Illinois,
1999)
Mixing Four Generations In the Workplace
a two-program DVD featuring Cam Marston, 2007
Half Day – One Day & Two Day
Generational Diversity Workshops
Available for your Teams!
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15. Betsy A. Haas, MA
818-904-0903
www.imakethedifference.com
MORE TOOLS
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16. Understanding
• The gut-level value systems between generations in
our society that simultaneously exist are dramatically
different
• The focus should not be on how to change people to
conform to our values and standards – but to accept
and understand other people in their own right,
acknowledging the validity of their behavior based on
values
• If we understand and respect other people and their
values, then we can interact with them in a more
effective manner American Indians believed
that “to know another man
you must walk a mile in his
Moccasins”
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Acceptance
• The goal of our understanding is to better enable us to accept
each other and create better relationships that allow us to
overcome differences that divide us
• Those who experience acceptance feel more loved, secure,
confident and are able to have healthier, more positive
relationships
• Those who don’t feel accepted feel less valuable, insecure,
judged, and defensive. They often feel that they need to prove
themselves
• Acceptance doesn’t mean that we approve of what he or she
does or believe…it is a gift to improve the relationship
• Acceptance can help others understand why you believe the
way you do, and who knows…
they may just be able to see your point of view and even
come to the discovery that you just might be right –
but it has to be their choice!
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17. Forgiveness
• Forgiveness is a powerful force that can do
enormous good…values clash, tempers flare,
and words and actions build walls that need
to come down.
• “Closing the Loop” concept:
– Person A does something to Person B
– This offense leads to some kind of emotional
reaction. Person B is hurt.
– Person B’s hurt turns to anger and lets it simmer,
attacks, or compromises letting Person A have his
or her own way.
– Does not resolve conflict – LEAVES THE LOOP
OPEN!
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STEPS TO CLOSING THE LOOP
1. Heart Preparation
Before approaching the other person you need to be READY
2. Clear Communication
Honestly describe your thoughts, values & feelings using “I”
3. Loving Confrontation
Talk openly but with sensitivity and plan together how to make
the situation better…if needed agree to disagree?
4. Forgiveness
Start the healing process
5. Rebuilding Trust
(WHICH CLOSES THE LOOP) – it often takes time
and continual effort to keep the communication open
and growing again.
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18. WHAT DOES IT REALLY MEAN TO
FOR-GIVE (and why is it so hard?)
Forgiveness
…choose to release the offender
Give up the grudge!
…validate the offense
Recognize the hurt!
…give up resentment & revenge
…set a prisoner free
YOU!
…perform an act of grace
…create a second chance
Break the cycle!
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