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CROSS GENERATIONAL
COMMUNICATION
Implications in the WorkEnvironment
OFFICE OF INSTITUTIONAL EQUITY
DUKE UNIVERSITYTRENT HALL BOX 90012
TELEPHONE: 684-8222 FAX; 684-8580
WEBSITE: http //:ww w.du ke.edu /web/equ ity.htm l
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Learning Objectives
Identify four generations in the workplace, and definethem by experiences and events.
Compare and contrast the values and the potentialoutcomes of generational interaction.
Consider and identify potential problems for anorganization when people from different generationsfail to communicate effectively.
Compare and identify differing feedback styles andtheir impact.
Offer strategies for effective cross generationalcommunication.
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Diversity a Broad Scope
Diversity is sometimes defined as
differences between individuals
Part of our focus in a given situation or
interaction depends on who we are
Generational differences are one
aspect of diversity
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Why Learn About The
Generations?
Changing demographics
Better understand its impact in theworkplace
Increase personal competency in
communication and managementPromote teamwork
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Generations at Work
The events and conditions each of us
experience during our formative yearshelp define who we are and how we
view the world.
The generation we grow up in is justone of the influences on adult behavior.
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Generational Work
Performance Expectations
Every employee should be held to thesame standard.
No adaptation should be made thatcompromises the integrity of the job ordiminishes the effectiveness of yourdepartment to carry out its mission.
All employees should comply withpolicies and procedures set forth bytheir department and the University
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Appreciating Many Aspects of
Diversity
Generational differences may influence
behavior, however this does not mean
that generational differences determineadult interactions. There are a host of
other variables which come into play that
impact behavior and outcomes.Generational differences represent only
one of these factors.
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Four Generations At Work
Traditionalists (born 1922-1943)
Baby Boomers (born 1943-1960)Generation X (born 1960-1980)
Millenials (born 1980-2000)
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Events and Experiences
Traditionalists:
Great Depression
New DealWorld War II
Korean War
Boomers:
Civil Rights
Sexual RevolutionCold War
Space travel
Assassinations
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Events and Experiences
Xers:
Fall of Berlin Wall
WatergateWomens Liberation
Desert Storm
Energy Crisis
Millenials:
School shootings
Oklahoma City Technology
Child focused world
Clinton / Lewinsky
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Values
Traditionalists:
Hard work
Dedication &sacrifice
Respect for rules
Duty before pleasure
Honor
Boomers:
Optimism
Team orientation
Personal gratification
Involvement
Personal growth
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Values
Xers:
Diversity
Techno literacy
Fun and informality
Self-reliance
Pragmatism
Millenials:
Optimistic
Feel civic duty
Confident
Achievement oriented
Respect for diversity
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Generational Interaction: An Example
Traditionalists and Boomers
may have a tendency not to
question or challenge
authority or the status quo.
This may cause confusion
and resentment among the
Xers and Millenials who
have been taught to speak
up.
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When Generations Fail To
Communicate
May impact turnover rates
May impact tangible costs(i.e. recruitment, hiring,
training, retention)May impact intangible
costs (i.e. morale)
May impact grievances
and complaintsMay impact perceptions of
fairness & equity
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Generational Feedback
Feedback style and form canbe impacted by generational
differences.
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Generational Feedback
TraditionalistsNo news is goodnews.
BoomersFeedback once a year and
lots of documentation.
XersSorry to interrupt but how am Idoing?
MillenialsFeedback whenever I wantit at the push of a button.
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Feedback Style and Impact
Feedback styles that may appear informative
and helpful to one generation might seem
formal and preachy to another.
Feedback an Xer thinks is immediate andhonest can seem hasty or even inappropriate
to other generations.
Some older generations have been told that there isa time and place for feedback. Younger generations
havent necessarily been taught this rule.
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Generational Meaning of
Feedback
Traditionalist seek no applause but appreciate a
subtle acknowledgement that they have made a
difference.
Boomers are often giving feedback to others butseldom receiving, especially positive feedback.
Xers need positive feedback to let them know theyre
on the right track.
Millenials are use to praise and may mistake silencefor disapproval. They need to know what theyre
doing right and what theyre doing wrong.
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Valuing Differences
Information flows in all directions in a
learning organization. The most
successful leaders find a way to let everygeneration be heard. They recognize
that no one has all the answers. This
appreciation of diversity allows each
group to contribute and be a part of the
growth of a department or organization.
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Quiz1. The events and conditions each of us experience during our
formative years help define who we are and how we view the
world.a. True
b. False
2. Which of the following most accurately identifies the four
generations in the workplace?a. Traditionalists, Boomers, Xers and Generationalists.
b. Boomers, Traditionalists, Millenials and Socialists.
c. Traditionalists, Boomers, Xers and Millenials.
d. None of the above.
3. Communication across the generations has no impact ontangible cost, (i.e. recruitment, hiring or retention).
a. True
b. False
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Quiz
4. Feedback styles are fairly consistent from one generation tothe next.
a. True
b. False
5. Which of the following would you consider an accuratestatement in managing intergenerational staff.
a. The most successful leaders find ways of letting differentgenerations be heard.
b. Actively listening to staff that represent different
generations causes confusion and is unproductive.c. Managing generational differences means avoiding
conflict by controlling the way people speak out.
d. None of the above.
( See following slides for correct answers)
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Quiz (Highl ig hted responses indic ate correct answ er )1. The events and conditions each of us experience during our
formative years help define who we are and how we view the
world.a. True
b. False
2. Which of the following most accurately identifies the four
generations in the workplace?a. Traditionalists, Boomers, Xers and Generationalists.
b. Boomers, Traditionalists, Millenials and Socialists.
c. Traditionalists, Boomers, Xers and Millenials.
d. None of the above.
3. Communication across the generations has no impact ontangible cost, (i.e. recruitment, hiring or retention).
a. True
b. False
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Quiz (Highl ighted responses ind icate correct answer )
4. Feedback styles are fairly consistent from one generation tothe next.
a. True
b. False
5. Which of the following would you consider an accuratestatement in managing intergenerational staff.
a. The most successful leaders find ways of lettingdifferent generations be heard.
b. Actively listening to staff that represent different
generations causes confusion and is unproductive.c. Managing generational differences means avoiding
conflict by controlling the way people speak out.
d. None of the above.
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References
Zemke, Ron, Raines, Claire and Flipczak,
Bob. Generations at Work: Managing the
clash of Veterans, Boomers, Xers, and
Nexters in Your Workplace. New York.AMACOM, 2000.
Lancaster C., Lynne, Stillman, David. WhenGenerations Collide. Harper Collins, 2002