1. Generations at Work: Skills You Need to Lead in a Multi-Generational Workplace
2009 Mentoring Children of Prisoners National Conference
April 7-9, 2010
New Orleans, Louisiana
Donna Billings, Professional Certified Coach
Program Director, Duquesne University Professional Coach Certification Program
Susan Merrie English, Ed.D, Professional Certified Coach
Fully Alive Leadership and Life Coaching

2. Our Leadership Stake for you today:
Welcome!
Our Leadership Stake for you today:
Share our passion for Leadership & Coaching Across Generations
Facilitate lots of discussion
No one gets to be wrong – or – Everyone is partially right
Every voice is critical
Have fun--and learn, too
--Donna Billings

3. Outcome for Today Explore the dynamics of four distinct generations
Discuss the leadership challenges and strategies for recruiting, motivating, and retaining a multigenerational workforce
Multigenerational case study
Resources for developing an action plan in your workplace

4. A Generation is Part of an era rather than a birth date
Doing things as no other generation would

5. Each Generation is Shaped By…
World events
Family life
A unique set of Values
Work style
Employment traits
Motivation traits
Financial style
Benefits desired
The generation before them

6. What Does Each Generation Look Like?
Role Models
World Events
Technology
Communication
Career Challenges & work ethic
Strengths
Weaknesses
Unique Values
Cultural Memorabilia –
(Cartoon, Jingle or Commercial)
KATE

7. “We value their wisdom”
Traditionalists: 1900—1945
“We value their wisdom”
Conformist
Difficulty with change
Techno-dinosaurs
“Proper channels”
Mickey Mouse
Bread lines”, Great Depression” WWII
Duty before pleasure
Stable and loyal
Dedication and sacrifice
Respect authority
Experience!
Male-dominated work force
KATE
So lets take a 50 cent tour of generations – both to review a mere handful of the labels that are attached to each, but also to reflect on the questions that we may be hearing about them….
We’ll start young and look at Gen Y-ers, also known as Echo Boomers –as they are largely the children of Baby Boomers. These are the most recent entrants to the full-time workforce. And you’ll see a few labels given to them.
At a recent client event and woman commented “we are struggling to deal with these younger workers – they learn differently and have such high expectations.”
75 million across two generations

8. Baby Boomers: 1946 – 1964 “I have new work needs.”
Youthful identity
Team players
Competitive
Still learning!
Optimistic
Work-centric
Self-centered
Political
Not budget-minded
Disillusioned
Peace Sign
KATE
So lets take a 50 cent tour of generations – both to review a mere handful of the labels that are attached to each, but also to reflect on the questions that we may be hearing about them….
We’ll start young and look at Gen Y-ers, also known as Echo Boomers –as they are largely the children of Baby Boomers. These are the most recent entrants to the full-time workforce. And you’ll see a few labels given to them.
At a recent client event and woman commented “we are struggling to deal with these younger workers – they learn differently and have such high expectations.”
80 million

9. Generation X: 1965 – 1980 “How can we hold onto them?”
Cynical and skeptical
Impatient
Poor people skills
“My way”
Less loyal
Family centric
Entrepreneurial
Self-reliant latch-key kids
Pragmatic
Work-Life Balance
Adaptable, comfortable w/ change
KATE
So lets take a 50 cent tour of generations – both to review a mere handful of the labels that are attached to each, but also to reflect on the questions that we may be hearing about them….
We’ll start young and look at Gen Y-ers, also known as Echo Boomers –as they are largely the children of Baby Boomers. These are the most recent entrants to the full-time workforce. And you’ll see a few labels given to them.
At a recent client event and woman commented “we are struggling to deal with these younger workers – they learn differently and have such high expectations.”
46 Million

10. Generation Y: 1980 – 1994 “They learn differently”
Techno-savvy
Non-conformist
Enjoying life > work
Multi-taskers
Sponges for learning
Empowered
Diversity Blind
Self-absorbed
Short attention span
“I’m entitled”
Inexperienced
Connected 24/7
Global, civic & community minded
So lets take a 50 cent tour of generations – both to review a mere handful of the labels that are attached to each, but also to reflect on the questions that we may be hearing about them….
We’ll start young and look at Gen Y-ers, also known as Echo Boomers –as they are largely the children of Baby Boomers. These are the most recent entrants to the full-time workforce. And you’ll see a few labels given to them.
At a recent client event and woman commented “we are struggling to deal with these younger workers – they learn differently and have such high expectations.”
76 Million

11. Cuspers: Three Groups “the Fifth Generation”
Traditionists/Boomers ( )
Boomer/GenX ( )
Gen X/Millennial ( )
So lets take a 50 cent tour of generations – both to review a mere handful of the labels that are attached to each, but also to reflect on the questions that we may be hearing about them….
We’ll start young and look at Gen Y-ers, also known as Echo Boomers –as they are largely the children of Baby Boomers. These are the most recent entrants to the full-time workforce. And you’ll see a few labels given to them.
At a recent client event and woman commented “we are struggling to deal with these younger workers – they learn differently and have such high expectations.”
Why they are important:
Naturals at mediating, translating & mentoring
Make the best managers because they cross generations
Provide a voice for those not heard
Share a common history

12. Aging Demographics
Baby boomers (in 2006 they ranged in age from ) currently represent 1/2 of the U. S. workforce
By 2015 all baby boomers will be years old
# of workers age 55+ is growing 4X faster than the workforce as a whole
Baby boomers = 50% of all managers & 45% of all professionals (doctors, accountants, lawyers)

13. Trends: The largest workplace demographic shift in history of work…
50% of population will be at retirement age within the next 5 years
By 2010 – 31% drop in year olds
80% of new businesses started since owned by Gen-X-ers
“Interesting work” is top priority for 62.5% under 30
KATE
Regardless, it is a business issue as it represents one of the largest shifts in the workforce in years.
(Review stats)

14. 75  80  46  76 Million The Challenges:
Retain talent to grow your organizations
Develop new generation of leaders
Transfer intellectual knowledge
Create environment to foster innovation
Accommodate multiple views and styles as well as multi-generational employees’ learning styles
KATE
Thus the challenge to business organizations is real – and goes beyond a population curiosity. To succeed in the global economy, business leaders must grapple with the generational impact on …..(see slide items)
And no matter what generation you come from, the challenge for leaders is more complex than ever. While looking through the generational lenses is useful at a high level – as a way to acknowledge that people see the world and your organization differently – it can quickly lead to over-stereotyping (or at an extreme discrimination)

15. Workplace of the Future
Flexibility is the compelling business strategy
8%> Women in leadership roles vs. 5%> in men
Work environment focuses on results – not time spent in offices
Base pay and customized career paths are top priorities for New Millennial

16. Workplace of the Future (cont.)
Success defined by getting what matters to YOU personally – not by rank or seniority
A world of short-term independent contractors and consultants
Job sharing at very senior levels – i.e., CFO job sharing
Communication cross-generationally & cross culturally means packaging messages so every hearer understands
All groups complement and mentor each other

17. Workforce Strategies
Create both function- and project-oriented assignments
Acknowledge strengths and commonalities of each generation & culture
Listen to each other’s viewpoints & ideas
Look beyond appearances
Keep an open mind. It’s a MUST!
Communicate and collaborate: the keys to intergenerational understanding
Test your assumptions

18. “You’re Too Young” AND “You’re Too Old”
Recruiting in the 21st Century First, Ban these words from your hiring criteria and from your mindset:
“You’re Too Young”
AND
“You’re Too Old”

19. Instead, Ask… Can they do the work that needs to be done?
Do they know…or can they learn the skills necessary to become up-to-date knowledge workers?
Are they willing to leverage their talents and expertise in collaborative efforts?

20. Strategies for Recruiting & Engaging Talent -
Ensure your recruiting strategies are directed at and relevant for up to four generational segments
Be clear about how new and current employees at all levels & generations can move within your workplace.
Examine the frequency and quality of recognition, respect and appreciation for all employees -- this is key.
What are your strategies for this Gen-Mix Workplace?

21. Matures vs Millenials Matures want New Careers
Balance between work and pleasure
To Leave a legacy
To be recognized for their knowledge
Millennials want
Challenging & meaningful goals and work
Collaboration & coaching
To reach personal & professional goals NOW

22. Re-Inventing Retirement
Old--Linear Lifeplans
Education
Work
Leisure
Death
New--Cyclic Lifeplans

23. What are your Cross-Generational Leadership Challenges?
© 1995 HOPE UNLIMITED LLC
WITH PERMISSION OF GKA INC

24. Discuss at your Tables
Which generation is most and which is least dominant in your workplace?
How does this create problems or opportunities for your management?
How do you currently bring the generations together at your work?
What are your strategies for this Gen-Mix Workplace?

25. Are you a Mentor or a Coach?
Mentoring is about the relationship
A mentor could be someone within or outside your organization, a friend, someone who doesn’t even know s/he is a mentor.
Coaching is about the process of reaching organizational goals
A Coach is a person who serves as your personal champion and holds you accountable for results related to your goals

26. Critical Multigenerational Communication/Coaching Skills
Tools of the Trade
Listening and Curiosity
Asking Powerful Questions
Positive & Constructive Feedback
Acknowledgment
Celebration

27. Listening and Curiosity
Listen for
More than words
Concerns, fears
Accomplishments
Needs, values
Motivation
Barriers to progress
Conflicts
Be curious
Blue/Green exercises
Coach Approach:
Spotlight on client
Quiet the quacking duck in your head
- Listen for clues – tone, context, speed, filters
- Ask questions to draw out the context
- Say what you heard to verify your understanding
- Don’t be afraid of silence
Question to ask yourself: are you really listening or planning what you’ll say next?

28. The Power of Powerful Questions
WHAT…
WHEN…
WHERE
HOW…
WHO…
WHY

29. Ask your Team at a staff meeting:
Sample Questions
Ask your Team at a staff meeting:
Where are we going?
Where are YOU going?
What is going well?
What are key suggestions for improvement?
How can I help?
What suggestions do you have for me?
--Marshall Goldsmith
Helping Executives Become Better Coaches
Coach Approach:
- Ask questions about what’s missing
- Continue to listen and promote discovery
- Make questions relevant to move the inquiry forward
Who do you have to be for this to shift?
What is the most helpful thing you can do in your team right now?
What would it take to help you get this done?
What have you already tried?
What needs to happen in order to….
“whys” not so useful
When this challenge is completed, what will it look like?
What’s getting in the way?
Who can you think of who could help?
What’s the most powerful next step?
What do you need to know to create…….?

30. Acknowledging Celebrating
The Person/Team
Effort
Commitment
Progress
Milestones
Celebrating
How do YOU acknowledge and celebrate success?
Acknowledge WHO the person is and has become, NOT just what they have done
Acknowledge personal attributes, strengths displayed
Acknowledging and celebrating can be a way of life, not just a tool to help achieve goals
Look for occasions to praise, acknowledge, celebrate
Must be timely and sincere
Not just cheerleading or complimenting, which are okay…..
Those are pretty low level acknowledgements – C
Complimenting focuses on “I” the coach…comes from coach’s agenda
Acknowledging focuses on the coachee…focuses on the coachee’s agenda (I like your style)

31. Cross-Generational Leadership Case Study
Let’s put it all together
Use this time as practice for a “just-in-time” discussion you need to have with your department team.

32. In Summary—10 Leadership Principles
All generations have similar values; they express them differently.
Everyone wants respect; they do not define it the same way.
Trust matters.
People want leaders who are credible and trustworthy.
Organizational politics is a problem - no matter how old or young you are.

33. 10 Principles (cont) No one really likes change.
Loyalty depends on the context, not on the generation.
It is as easy to retain a young person as an older one - if you do the right things. Show how their work contributes to the bottom line
Everyone wants to learn - more than just about anything else.
Almost everyone wants a coach - for younger generations, it is most important that their leaders serve as good coaches.

34. How to Become an Expert Gen Mix Manager
Three Core Competencies Needed
FOCUS--It’s All About the Work
COMMUNICATION Just in Time, All the Time
CUSTOMIZE CUSTOMIZE CUSTOMIZE
--Taken from Managing the Generation Mix™
K & J
Creating trust in a group and organization also has a huge impact on individual motivation and overall performance. Building trust is not as clear a process or as define-able an interaction as some skills. It is more of a sacred bond that is built over time. It is a value demonstrated through actions. People judge our trustworthiness through their perception of our integrity.
And whereas it takes time to build trust, it can be broken in an instant.
We all have read the news over the past few years of big companies that crumbled ultimately due to issues of integrity and trust, especially at the highest levels. But trust at all levels of the organization has a measurable impact on motivation, retention, engagement AND on bottom line performance.
Harvard Business Review published a survey from the hotel industry where 6500 employees rated their manager’s behavioral integrity (delivering on promises, practicing what you preach, etc) The results showed that hotels where employees strongly believed their manager followed through on promises and demonstrated the values preached were substantially more profitable than those with average or low scores.
In fact, the link was so strong that the survey showed that a 1-point improvement in a hotel’s trust score would increase profits by $2 Million in each hotel!
Key Generational Leadership Skill: Coaching

35. Your Homework… I/WE Blue Green Ask only Powerful Questions
As you practice this week, notice the impact of each exercise on your staff, peers, your clients, significant other, etc etc.
(I think we need to remind folks about each exercise. Notice how often you say “I” and “we”. Notice others. Remember that you’ll see what you’re looking for. What might you be missing? Be brave in asking powerful questions. Questions you don’t know the answer to…curiosity questions. Listen carefully to the answers.

36. What are you taking away?
Ask them what’s been useful so far….what they’re taking away of value.

37. Promote Discovery Rather Than Provide Solutions
Set Your Agenda Aside
Listen, Listen, Listen!!!
Promote Discovery Rather Than Provide Solutions
Encourage Others To Grow!