2. Conquering the Generational Divide
Customer Communication Group
Susanne C. Medley, President
Carl L. Medley II, Partner

3. Conquering the Generational Divide
Objectives
Introduce you to the workforce of tomorrow…”generationally speaking”
Offer ideas for how you can better
Attract and recruit
Manage
Retain
Relate to
Work with
Serve
Conquering the Generational Divide

4. Generational Overview
Matures – 1945
Baby Boomers – 1965
Generation X – 1980
Generation Y – 2000
Millenials Present

5. Conquering the Generational Divide

6. Conquering the Generational Divide
Defining a Generation
Generation: (je-n&-’rA-sh&n), n., a group of individuals born and existing at the same time who share common life experiences and thus share common attitudes and traits.
Conquering the Generational Divide

7. Why Generational Awareness is Important
Generational Differences:
Give you context, understanding, and sometimes choices.
Influence why we work, how we work, where we work, and what we expect from our work.
Each generation’s work attitudes, habits, and expectations were formed by the historical and social events that took place during its formative years.

8. Single-parent homes and Latch-Key kids
Shaping the Generations
Events and Experiences that Frame Their Existence
Matures
Great Depression
Radio
Patriotism
Checkers
Baby Boomers
Economic Prosperity
Television
Civil Rights Movement
Uno
GenX
Watergate
Computers
Single-parent homes and Latch-Key kids
Speak-n-Spell
GenY
Technology
Internet
School Violence
Virtual Reality Games

9. Shaping the Generations
What Motivates Them to Succeed
Matures
Money
Responsibility
Public Recognition
Accomplishment
Control
Organizational loyalty
Baby Boomers
More money
Promotion
Peer and boss recognition
Desire to be in charge
Bonuses and parking space
GenX
Time off
Skills training
Achieving personal goals
Stock options
Recognition from boss
Need their space
GenY
Work and play intermixed
Need continuous supervision and guidance

10. Shaping the Generations
Generational Assets in the Workplace
Matures
Stable
Detail-oriented
Thorough
Loyal
Hard-working
Baby Boomers
Service-oriented
Driven
Good with relationships
Team players
Consensus builder
GenX
Adaptable
Techno literate
Independent
Not intimidated by authority
GenY
Optimism
Multi-task
Techno savvy

11. Shaping the Generations
Generational Liabilities in the Workplace
Matures
Don’t handle change well
Don’t want to shake the foundation
Don’t like conflict
Baby Boomers
Not budget-minded
Process ahead of results
Sensitive to feedback
GenX
Impatient
Poor people skills
Cynical
No loyalties
GenY
Need for supervision / structure
Three years
Inexperience

12. What is the Common Ground?
Work that provides personal satisfaction
Work that is valued by employers and customers
Clear sense of purpose from employers
Clearly stated expectations
Quality supervision – effort is made to understand
Your organization’s mission statement
What is the common ground, regardless of generations?
Work that provides personal satisfaction
Employers who understand personal lives are important
Work that is valued by employers and customers
Clear sense of purpose from employers
Clearly stated expectations
Quality supervision – understands them
Your company’s mission
People leave managers and supervisors more often than they leave companies
Money is not in the top five
It takes more than just perks, policies, and pay to keep good workers. Mostly, it’s about the manager-employee relationship.
Now I’m going to play “tag” with Carl. He’s going to talk about the value of embracing the generational differences and how to effectively do so.

13. Recruitment: Getting What You Need
Be creative
Web Sites
DVDs
CD-ROMs
Self Promotion
Be involved
Community level
State level
Educational Institutions
Associations
Think outside the classified ads
Job fairs
Guest lectures
Online communities
Online job sources
Don’t go it alone…build a TEAM

14. Management: Dealing with What You Get
Listen and observe…carefully
Be involved FOR your staff
Communicate clearly and frequently
Be aware of Diversity in the workplace
Generational
Cultural
Skill sets
Wants and dreams
Embrace the diversity that IS today’s workforce and make it work FOR you, not against you
Be patient

15. Retention: Keeping What You Have
Invest in your human capital
Compensation…it is NOT just about the money
Build your TEAM, your ENVIRONMENT and your CULTURE (“WOOHOO”)
Talk to your staff about what a “great place to work” means
Tour other “great places to work”

16. Questions?
Thank you!
Good luck!
WOOHOO!