Adapting to Different Employees and Generations Part 2: The Lost Art of Communication

Teaching four generations of workers to overcome their differences and become a team

The oldest members of Generation Z are reaching college graduation and for many Baby Boomers, 65 has come and gone without a thought to retirement. That means many companies are finding themselves with four generations of Americans working together in the same office.

While each member of this generational melting pot brings unique strengths to the company table, they also favor conflicting communication styles that can cause tension and lack of trust.

Baby Boomers (1946-1964), Generation X (1965-1979), Millennials (1980-1994), and Generation Z (1995-2010) grew up in starkly different eras and have different value systems. Workplace communication has become increasingly complex as each group filters every message through a different set of expectations and experiences.

A one-size-fits-all communication approach is not an effective way to keep these different age groups engaged. And as the younger generations who prefer communicating in efficient bursts of 150 characters or less start to dominate the workplace, many fear the personal interactions that foster strong business relationships are becoming a lost art.

To create a productive and engaging workplace, employers need to understand the differences between the generations and find a healthy balance between their communication styles.

What makes us who we are

When Baby Boomers entered the workforce, computers didn’t exist; the youngest workers can’t remember life without a smartphone.

For years, Baby Boomers wore suits and ties to work and communicated face-to-face or on company letterhead. They were willing to “pay their dues” by working hard to move up the ladder at the same company, and they are used to putting in long hours because working at home wasn’t an option.

Many Boomers dedicated their lives to their company because they knew the company would take care of them in return. But the current economic environment has shifted the priorities of younger workers.

Without pensions to command their loyalty, Millennials jump between jobs for the big salary and title adjustments. They want to align their lifestyle with their positions, and they demand flexibility from their company. It’s not that they aren’t willing to work hard, but they think of their jobs differently than older workers.

Millennials are much less formal than older generations: They tend to come to work in jeans – if they aren’t working remotely – and prefer to communicate quickly via text, instant message, or email. It’s not uncommon for a Baby Boomer boss to feel frustrated by Millennials who compose emails to clients or coworkers as if they were texting, or for Millennial supervisors to get annoyed when they text a question and their older employee responds with a phone call or by popping by their office.

The younger workers see their method as efficient and formal communication as tedious. Older workers prize proper form and personal connections.

Another source of tension between Baby Boomers, Millennials and the generations in between stems from the younger generation’s insistence on guidance and feedback. The older workers may see the younger group as needy and high maintenance, and Millennials are quick to jump ship if they feel unappreciated or in the dark.

Consider the different communication styles of each generation:

•  Baby Boomers: Boomers work best when plans are detailed and comprehensive – they prefer face-to-face or telephone communication. They will communicate via email but may grumble that they are wasting valuable time going back and forth when they could get the information they want over the phone in minutes.

•  Generation X: Prefers email as their primary communication tool, but is also comfortable with phone and text conversations. Raised to be independent and adaptive, they can make most communication styles work. They can adapt to but sometimes avoid face-to-face conversations except when necessary; if the talk is required, it should be efficient.

•  Millennials: This generation grew up in a high-tech world, and it’s all they know. They hate talking on the phone or meeting face-to-face; emails, instant messages, and texts are their preferred methods of communication. They believe group texts can just as easily coordinate an all-hands-on-deck situation and get a quick response. They also appreciate that texts or emails can be “thought out” instead of forcing an instant reaction, like a phone call or meeting.

•  Generation Z: Millennials pioneered the use of digital communication tools that make the workplace more efficient – but Gen Z complain it is less personable. A magazine report predicts that Generation Z is going to lead a return to face-to-face communication. More than 70 percent of Gen Zers said they prefer in-person or virtual face-to-face meetings on platforms like Skype to enhance their communications at work.

7 tips for better communication in a generationally diverse office

Frustration blooms when employers or workers try to communicate using methods that make their colleagues uncomfortable. This dilemma spills into client and vendor interactions as well – and can cause relationships to sour if one party views the other as unprofessional, curt, or too time-consuming to deal with.

So, what can companies do to foster environments that encourage the generations to work well together?

•  Step one: acknowledge that differences exist. Miscommunication, resentment, and dissension fester when you try to ignore the differences that exist in a multi-generational office. The best way to build a team is to embrace the characteristics that make each generation unique and use them to help everyone grow.

•  Make many communication methods available. Not only will this ensure your employees are comfortable, but it also allows them to consider the best way to reach others. Understanding each other’s preferences and individualizing a communications approach can go a long way toward making a generationally diverse office run smoothly.

•  Set clear expectations. If employers expect a certain style for internal or external communications, then ground rules must be clearly set and thoroughly explained. Don’t be surprised if additional training is required to achieve the desired results.

•  Showcase the value of every employee. Good communication is built on respect. Make it clear that every member of your staff has something to teach – and something to learn. Consider pairing members of different generations in mutual mentor groups: older workers can share their vast industry knowledge, for instance, and younger workers can explain new technology.

•  Understand different value sets. Understanding the way each generation views work – and why they feel the way they do – will give you the tools you need to approach them in a way that evokes a positive response.

•  Learn what motivates each generation. The work ethic of older workers drives them to come in and get a job done no matter what, but younger generations are motivated by praise, feedback, guidance, and purpose.

Invest in communication training programs. Personal interactions make people feel heard and are key to forming relationships. But 39 percent of Millennials admit to interacting more with their phones than the people in their lives. Helping younger workers hone their face-to-face communication skills will help them grow into the future leaders of your company.

At the end of the day, there is no right or wrong way to communicate – and different methods work well in different scenarios. Digital communications are quick and efficient but can sacrifice the personal relationships that build teamwork, loyalty, and even lasting vendor or customer relationships.

You hired people from different generations because they possessed qualities and strengths that you valued. Striking a healthy balance between their communication styles – and giving them the tools and understanding to work well together – will keep communication from becoming a lost art and set the stage for a productive workplace.

To learn more about how to communicate effectively, build a positive culture, and engage workers, contact Karp HR Solutions today for a free consultation.