Presented by Sherrell Wheeler New Mexico State University Alamogordo Generational Communication Issues

 You’re right, but I’m the boss!  Just do your job!  I remember when...  The kid wants a promotion after six months on the job!  No!  It’s five, I’m out of here!

 Remembers life without a cell phone…  Remembers getting off the couch to change the channel on the TV…  Remembers black & white TV…  Has ever owned a “vinyl record”…  Has ever owned an “8 track tape”…

 Has never owned a record player.  Can’t believe baby diapers were once made of cloth.  Doesn’t care who shot JR.  Never thought of Jaws while you were swimming in the sea.  Think the Vietnam War is as ancient as World Wars I and II.  Has only known a world with AIDS.  Can understand the following: “c u b4 2nite”

People Communicate Based on Their Generational Backgrounds

 Understand the four generations currently in the workforce  Understand generational differences in key workplace dimensions  Learn how to prepare your students to communicate with a representative of any generation at their workplace

Communication with Four Generations of Employees

 First time to have four different generations together in the workforce  Generational differences can affect everything

 Each generation has distinct attitudes, behaviors, expectations, habits and motivational buttons.  Each generation struggles to understand the others.

 Each generation tends to be shaped or influenced by its environment and experiences  May have different meanings for the word “employment”  May have different communication styles  It is important to narrow any “generation gaps” in order to work well with others

Traditionalists Silent Baby Boomers Generation Y Gen Y Millennial Echo Boomers Generation X Gen X Xers

Core Values Family Education Communication Media Dealing with Money Respect for authority Conformers Discipline Traditional Nuclear A dream Rotary phones One-on-one Write a memo Put it away Pay cash

Core Values Family Education Communication Media Dealing with Money Optimism Involvement Disintegrating A birthright Touch-tone phones Call me anytime Buy now, pay later

Core Values Family Education Communication Media Dealing with Money Skepticism Fun Informality Latch-key kids A way to get there Cell phones Call me only at work Cautious Conservative Save, save, save

Core Values Family Education Communication Media Dealing with Money Realism Confidence Extreme fun Social Merged families An incredible expense Internet Picture phones Earn to spend

Which generation best characterizes you?

Work Ethic and Values Work is... Leadership Style Interactive Style Communications Hard work Respect authority Sacrifice Duty before fun Adhere to rules An obligation Dictatorial and rigid Command-and-control Individual Formal Memo Feedback and Rewards No news is good news Satisfaction in a job well done Messages That Motivate Your experience is respected Work and Family Life Ne’er the twain shall meet

Work Ethic and Values Work is... Leadership Style Interactive Style Communications Workaholics Work efficiently Personal fulfillment Desire quality An exciting adventure Consensus-building approaches Collegial/People oriented Team player Loves to have meetings In person Feedback and Rewards Don’t appreciate it Money Title recognition Messages That Motivate You are valued and needed Your contribution is unique and important Work and Family Life No balance Work to live

Work Ethic and Values Work is... Leadership Style Interactive Style Communications Flexibility - work whenever, just get it done Self-reliance Not looking for longevity or lifetime position Skeptical A difficult challenge A contract Everyone is the same Challenge others Ask why Entrepreneur Direct Immediate Feedback and Rewards Sorry to interrupt, but how am I doing? Freedom is the best reward Messages That Motivate Do it your way Forget the rules Work and Family Life Balance

Work Ethic and Values Work is... Leadership Style Interactive Style Communications Work is a way to fill time between weekends Not likely to seek out additional responsibility Tolerant Goal oriented A means to an end Fulfillment Honesty Integrity Team oriented Participative Voice mail Feedback and Rewards Whenever I want it, at the push of a button Meaningful work Messages That Motivate You will work with other bright, creative people Work and Family Life Balance

“We need to get the report done.”

 Everyone is comfort seeking  Most people resist change, but don’t like status quo either  Everyone wants information, to be kept “in the loop”  Everyone likes some level of control

We are good for each other, Let’s challenge each other, Let’s communicate with each other!

 Respect and acknowledge their expertise  Follow the chain of command  Speak positively of the organization  Show interest in the work being done  Appreciate their insights  Be patient of their approach to technology  Don’t refer to their age

 Acknowledge their experience and dedication  Seek them out as mentors  Find a balance between face-to-face and technological communication  Use them as “sounding boards”  Focus on relationships as well as results  Show them you can carry your share of the load

 Acknowledge their talents and expertise  Be clear and specific, get to the point  Rely on technology for communicating  Place a high premium on efficiency  Understand their need for balance  Encourage a friendly and informal work enviroment

 Acknowledge their talents and fresh perspectives  Be open to new and different ways to work  Encourage and embrace technology  Involve them in projects of significance  Show them respect as team members  Offer to be a mentor  Build a fun, challenging and fast-paced work environment

People Communicate Based on Their Generational Backgrounds

 Agency loyalty - From organizational to individual  Chain of command - From rigid to freedom  Work ethic - From corporate to individual  Workplace diversity - Gen Y is colorblind  Feedback and mentoring - Differences in communication styles

 Know who you’re working with  Create a climate for and of RESPECT  Communicate openly and honestly

Use the A List  Accept your “mutual rightness”  Acknowledge your interdependency on each other generation  Appreciate what you have in common  Assume responsibility for making your relationships better  Adopt the “Platinum Rule”

 The “Golden Rule” (in modern terms) – treat others the way ‘you’ want to be treated.  The “Platinum Rule” – treat others the way they want to be treated.

Is It Really a Communication Problem?

Sherrell Wheeler Assistant Professor of Business Director of Online Quality Assurance New Mexico State University Alamogrodo