“Are You Talkin’ to Me?”

The Challenges of Intergenerational Communication

in the American Workplace

Jerry ReynoldsTysons Corner PMI Luncheon Meeting

May 27, 2008

What is Diversity?Why Should I Care?

• More than just visible differences such as race and gender.

• The full range of talents, skills, perspectives, backgrounds, and life experiences that make an individual unique.

------• Successful companies embrace diversity as a

business imperative; use it as a driver for innovation; and leverage it as a competitive strength/advantage over companies that do not!

The Iceberg

There’s always more there than first meets the

eye . . .

Dimensions of Diversity

Gender, Race, Age,Sexual Orientation,

Ethnicity, Disabilities

Veteran Status, Language, Job Experience, Parental Status,

Education, Religion,Marital Status, Management/Leadership Style

Group/Business Unit Affiliation, Industry Experience, White Collar/Blue Collar, Credentials, Career Orientation, Academic/Practical, Geographic

Location, Functional Specialty, Urban/Rural, Job Experiences, Job Classification, Line/Staff, Years of Experience

Market/Customer SpaceGSA,DLA, EPA, DISA,NASA, DOE, HHS, DoD, State Dept, DoT, DoJ, DLA, DHS, Shell Oil,

Johnson&Johnson, Eli Lilly, Dept of Education, Dept of Agriculture, DTRA, DARPA, NOAA, Dept of Veterans Affairs, NSA, CIA, FBI, Patent &Trademark Office

SELF

Diversity Filters ThatInfluence Thinking & Behavior

Generational Communication

• Seniors• Traditionalists• Baby Boomers• Generation X• Generation Y• Millennials

What is important to consider about communicating with each of these

generations?

Key Considerations• People behave according to what they

believe – learn what and why . . .– Validation, knowledge, influence

• I’m OK, You’re OK -- “parent, adult, child”• Fundamental principles of interpersonal

relations and communication apply . . .– To inform; to persuade– Aristotle, Rhetoric:

• ethos (speaker’s credibility & character)• logos (logic & evidence)• pathos (emotional & psychological appeals)

Generational CommunicationGeneration Mindset

Seniors(1915 – 1935)

Ultra conservative, conscientious, strong brand loyalty, accustomed to sacrifice, eager to create a better life and save for the future.

Traditionalists(1936 – 1945)

High work ethic, strong independence, want to be treated with respect and have their abilities recognized; prefer face-to-face communications and hand-written notes.

Baby Boomers (1946 – 1964)

Spoiled, individualistic, rebellious against convention, youthful; want recognition and opportunities to prove their worth and a flexible route to semi-retirement; “don’t make me feel old.” (~ 80 million)

Generation X (1965 – 1976)

Entrepreneurial, cynical, sense of entitlement, don’t micromanage; want relaxed workplace, straight-forward one-on-one communications; proper work-life balance is crucial. (~ 46 million)

Generation Y (1977 – 1994)

Self-absorbed, strong sense of entitlement, highly competitive, eager to spend money/enjoy life; like to use technology; fiercely independent, but thrive in well-structured teams and with a mentor.

Millennials (1995 . . . )

Growing up with technology, multi-task, work in groups; more tolerant of diversity, more respect for parents and grandparents.

Generational Communication

Generation Age Range

• Seniors 73 - 93• Traditionalists 63 - 72• Baby Boomers 44 - 62• Generation X 32 - 43• Generation Y 14 - 31• Millennials 0 - 13

What is important to consider about communicating with each of these

generations?

Gorilla

Workforce Trends

Approximately 76 million Baby Boomers are set to retire in large numbers by the end of the decade*• Baby Boomers make up about one-third of the U.S.

workforce, and there aren't enough younger workers to replace them

• “Brain drain” to occur in Federal Government by 2012• SES: 36% of will retire; 76% eligible to retire• GS Supervisors: 27% will retire• SSA, FAA, GSA, DOS, and others

*1. Forbes.com, 09-29-052. R.W. Walker, FCW, 05-06-08

Millennials(1995 – Present)

• Key Events– 11 September 2001– Terrorism – Constant conflict -- Iraq/Afghanistan/Darfur/etc.– Natural extremes – Katrina, tsunami, earthquakes– Global warming– Pandemics – HIV AIDS, avian flu, malnutrition

• Culture– Cellular phones, Texting, iPods, “Always connected”– You Tube, My Space– American Idol, Reality TV– Corporate collapses and consolidations

• Politics– Clinton & Bush years – Immigration – Health care – The economy

There’s a Right Time and a Right Place …

First Impressions Really Do Count

Generational Communication

Generation Age Range

• Seniors 73 - 93• Traditionalists 63 - 72• Baby Boomers 44 - 62• Generation X 32 - 43• Generation Y 14 - 31• Millennials 0 - 13

What is important to consider about communicating with each of these

generations? Working Ages

80 (1928)

70 (1938)

62 (1946)

22 (BS) (1986)

18 (HS) (1990)

U.S. Workforce Supply:Age Groups

Projected Make-up of Workforce by Age Group Through 2030

20-44

45-64

65-84

0.0%

10.0%

20.0%

30.0%

40.0%

50.0%

60.0%

2000 2010 2020 2030Source: U.S. Census Bureau, 2004, “U.S. Interim Projections by Age, Sex, Race and Hispanic Origin,” <http://www.census.gov/ipc/www/usinteimproj/>

Trend Details:

• Potential workforce over traditional retirement age of 65 is only age group that will grow after 2010

• Many over age 65 will delay retirement or work part-time in retirement for financial and family reasons

• Competition for younger workers will increase

SAIC FY08 Workforce by Age

Age 20-44 53%

Age 45-64 44%

Age 65+ 3%

Average Age 44

Writing EffectivelyDO:• Ask someone to read for tone and

meaning• Be positive, friendly• Clearly and simply relate points• Organize / plan what to say, then write • Think of the recipients• Use active voice to avoid perception of

weakness• Use headings or boxes to organize

large sections• Use spell / grammar check• Know your purpose• Focus your writing on the audience

DON’T:• Add “fluff”• Include unfamiliar terms or

jargon for the audience• Include gratuitous graphics• Use “ransom note” writing

(multiple fonts)• Use “Christmas tree” writing

(multiple colors) • Put something in writing you

wouldn’t say in person• Use stereotype or derogatory

terms

Verbal Communication Styles

• Aggressive – loud, “in your face,” no listen

• Passive – soft, wimpy, avoids eye contact

• Expressive – speaks mind/concerns, but moderate and controlled

People hear only 25% of what’s said . . . and forget half of a ten-minute conversation

within 24 hours

It’s not always what you say, but how you say it that makes a difference!

Nonverbal CommunicationLife is Theater . . .

• Actions speak louder than words!• Tactile

– Handshake– Hugs

• Visual– Eye contact / movement – Facial expressions (smile!)– Gestures– Posture

Over 90% of the meaning we get from communication

comes from nonverbal clues-- Northeastern University

Perceptions

Written, verbal, and nonverbal cues

Reception+ Processing

PerceptionPerception is more powerful than fact!

Effective, Active ListeningEffective listener:• Practices attentive

and active listening• Has the patience to

hear people out• Accurately restates

the opinions of others even when s/he disagrees

Ineffective listener:• Does all the talking• Doesn’t look at the person• Cuts people off, finishes their sentences if

they hesitate• Interrupts to make a comment • Doesn’t learn from interactions with others• Appears not to listen — is too busy

constructing his / her own response or fiddling with a pen

• Misses the point others are trying to make• Appears arrogant, impatient, or

uninterested• Listens to some groups / people and not

to others• Is inaccurate in restating the case of others• Avoids necessary action

We can listen four times faster than

speak

Listening Techniques• Check for understanding

• Control your impulse to immediately answer questions

• Don’t assume you have to do anything but listen

• Don’t judge

• Don’t mentally argue

• Fight distractions

• If you’re wondering whether to listen or speak, keep listening

• Listen with a willingness to be influenced

• Put all your energy into listening

• Stop talking

• Work at listeningYou have two ears and one

mouth — use them proportionately

Things You Can Do

1. Pulse check -- MBWA2. Diversify ways for input3. Be aware of unique needs4. Be observant5. Broaden the circle6. Inclusively touch bases7. Solicit input from new sources8. Eliminate cliquish behaviors9. Seek out different perspectives10. Consciously welcome new team

members

*K. Iwata Associates Inc. [www.kiwata.com]

1. Create an inclusive, communications-friendly environment

2. Build diverse, high-performance teams

3. Emphasize and achieve results

10 Things You Can Do Today* 3 Things You Can Do Tomorrow

Lanes in the Road – Still Important!

People -- The Necessary Element to Achieve Vision

The best and brightest talent have many career options*– They will naturally gravitate to workplaces that

reflect their diversity at all levels (not just junior levels)

• A diverse and inclusive work environment will be the “discriminator” that attracts/retains the best and the brightest employees to a company

• Companies that do not adapt to the changing demographics will be ill-equipped to compete in the “the war for talent”

* “Bridging the Gap” Monster & Diversity Best Practices (2005)

ResourcesBooks• When Generations Collide by David Stillman• New Passages: Mapping Your Life Across Time by Gail

Sheehy• Communicating Effectively by Lani Arredondo• Dealing with People by Robert Heller• FIRST, Break all the Rules by Marcus Buckingham and

Curt Coffman• Learning to Lead by Robert Heller

Websites• www.interpersonal-skills.com• www.employeeuniversity.com/interpersonalcommunicati

on