How To Manage Across Four Generations
Kathryn Carlson
Product Director, HR Management
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Learning Objective
• Identify the generations in your dealership and their unique needs
• Capitalize on the differing motivators for each generation
• Identify and remove communication barriers • Facilitate respect and trust to ensure all
generations feel valued and remain engaged
The Four Generations
Veterans, Silents, Traditionalist
63 years and older
Baby Boomers
42 to 63 years old
Generation X, GenX
28 to 42 years old
Generation Y, Millennials, Echo Boomers
27 years and younger
Defining the Generational Character
Traditionalist Baby Boomers GenY Millennials
Core Values Respect ConformityDiscipline
OptimismInvolvement
SkepticalFunInformal
RealismConfidentSocial
Family Traditional Nuclear
Disintegrating Latch-key kids Non-traditional
Communication PhoneOne on OneWritten
Phone“Call me anytime”
Cell phoneEmail“don’t call me at home”
Social mediaCell phone“just text me”
Education A dream A birthright A way to get there
An expense
Money SaversPay Cash
Buy now, pay later
Cautious Earn to spend
Workplace Character
Workplace Character
Workplace Character
Workplace Character
Workplace Character
Manage The Traditionalist
• Allow employee to set the rules of engagement
• Ask what has worked in the past and fit approach to that experience when possible
• Offer examples from other companies that are successful
• Emphasize that you have seen a particular approach work in the past, DON’T highlight uniqueness
• Let them help you define quality
Manage the Baby Boomer
Help them use their time wisely
Asses their comfort level with technology in advance
Demonstrate how important team work is
Emphasize that working with you will be a good experience for them
When they make good decision offer lots of praise (this group likes to win)
Follow up and check on a regular basis
Manage the GenY
• Put all options on the table• Be prepared to answer “why”• Present yourself as an information provider• Use peers as testimonials when possible• Show them you enjoy your work• Follow up and meet your commitments• They expect you to follow through and
will quickly lose respect if you don’t
Manage the Millennial
• Offer a plan that is specific to them• Offer peer level examples when possible• Be impressed with their decisions (if
appropriate)• They can’t get enough information, so offer
up as much as possible• Allow them to set tasks and goals as much
as possible
What They Want
Traditionalists want RESPECT
Baby Boomers want SUCCESS
GenYs want AUTONOMY
Millennials want VALIDATION
What Works For Everyone
• Establish objectives, goals and work plans• Provide education and training in multiple
formats• Give on-going coaching and feedback• Offer promotional and career development
opportunities• Provide Freedom • Balance, 9-5 doesn’t cut it anymore
Don’t Forget…
• Generational context is not just about age, but common experiences
• Different is neither right nor wrong, just different• Different approaches to the same problem is a
strength- highlight accordingly and seek common ground
• Never make assumptions• Generational understanding does not take the
place of concern for the individual
Questions and Answers
Contact Information
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