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Xers, Boomers and Other Bank Customers

Institute of Canadian Bankers


Veterans | Boomers | Xers | Millennials


Not long ago, George, the 74-year-old CEO of a small business in the Midwest, decided to take his wife out for dinner to celebrate their wedding anniversary. They chose a new mid-priced restaurant that was all the rage in their small town. The evening started off well—they found a parking place near the front door; they were greeted by the owner who showed them to a table by the window; a nice young man filled their water glasses.

When their server came to the table, she pulled out a chair and sat down with them to go over the menu. Their dinner was good, but George and the missus will never return. What the server thought was a friendly gesture was actually offensive to George—his generation prefers a respectful distance between server and customer.

Banking Preferences Vary By Generation, Too

With customers from four distinct generations, today’s financial professionals in the retail banking industry need to be knowledgeable about all four sets of service preferences—and masterful at adapting their style. Learning all we can about each of them will help us meet their specific needs and help ensure we don’t deliver our service in a way that sends customers away to other retail banks [like that restaurant did].

Traditionalist

Members of George’s generation were born before about 1940. They are in their seventies and beyond. Although they may constitute only a small percentage of your customer base, they could be running businesses that have the lion’s share of assets. They’re more likely than younger customers to actually come into the bank; it’s just the way they’ve always done business. Members of the WWII Generation usually prefer service that seems respectful, where there are hierarchical roles between the server and the served. Specifically, when dealing with customers from this generation,

  1. Don’t rush things. Take time for a relaxed pace.
  2. Establish rapport by being respectful in the old-fashioned way: “Please,” “Thank you,” “Mr.,” “Mrs.,” “Sir,” and “Ma’am.”
  3. Avoid phone systems that are difficult to navigate and that don’t allow customers to speak with a live person.
  4. Watch your language—good grammar, clear enunciation, no profanity.

Boomers

Baby Boomers were born between 1940 and 1960. (Although the post-WWII boom in births began in 1946 and ended in 1964, people who were born in the early 1940s told us in surveys they felt like Boomers; those born in the early 1960s reported that they identified more with Generation X.) Boomers are in their fifties and sixties today. Boomers might comprise a big chunk of your customer base. They are often postponing retirement and you should see them still leading in the organizations you serve. Boomers prefer a friendly, more casual relationship with their banker. Your on-line presence should be user-friendly. Specifically,

  1. Be personable. Boomers may not feel like taking time to chat, but will appreciate a warm greeting.
  2. If you know your customer’s name, use it. Most Boomers enjoy name recognition.
  3. In a meeting, take time to interact and establish rapport before getting down to business.
  4. Long-time bank customers of this generation appreciate status programs and services that recognize their loyal patronage.

Xers

Generation Xers, born 1960 to 1980, are in their thirties and forties. Xers represent the largest percentage of today’s workforce, so you undoubtedly have customers from this generation. This generation has always used ATMs and were the first to use the Internet for most of their financial transactions. They avoid the bank; it’s nothing personal, they just have other priorities about how they spend their time. So your on-line presence and having everything available digitally might be very important with this customer. They’re not as focused on the interpersonal part of the transaction. Instead, they want streamlined phone and on-line systems where they can quickly access all the information they might need as they represent their organization. On the rare occasions they actually visit the bank,

  1. Be efficient. Competence is more important to most Xers than schmoozing.
  2. Gen-Xers tend to ask lots of questions, so make yourself available to share information. Be prepared with facts and figures.
  3. Don’t hover. Back off and allow them to make decisions for themselves.
  4. Don’t think you’re not doing a good job just because they aren’t friendly. Some Xers prefer anonymity.

Millennials

Your youngest account holders are members of the Millennial Generation. Born 1980 to 2000, they are in their teens and twenties. They were the first generation to grow up immersed in digital media. They are the fastest growing cohort in the workplace. Personally, most have never sat down with paper and pencil to balance a checkbook—and they can’t imagine why anyone would. Two-thirds used a computer before they were five. This generation spends countless time on computers and smart phones connecting 24/7 with colleagues, friends, parents, information, and entertainment. They’re financially savvy, and even though they’re just learning the ropes in their organizations, they want to be treated as important bank customers.

  1. Be respectful. No one likes to be talked down to just because they’re young.
  2. Be positive. Avoid sarcasm and irony.
  3. Pick up the pace. Millennials are bored by methodical people and long lines.
  4. Use a collaborative sales approach. Millennials want to be part of the process.

Make your bank, website and on-line experiences as user-friendly and visually appealing as possible to help meet all four of the generations’ needs. Train your bank staff to treat each customer, from the youngest Millennial to the most veteran Traditionalist, in a way that makes sense to them. This means you’ll need to stop sending messages in a way that makes perfect sense to you, and consider the needs, preferences, and generational-shaping of your customer when you communicate in person, in writing, and digitally.

 

Millennials at Work

This article is an excerpt from Millennials@Work by Claire Raines and Arleen Arnsparger.



Award-winning producer Tarek Chacra’s new DVD series, Generations and Work, includes two excellent programs about Millennials—Working with Millennials and Succeeding with Younger Workers.

Who They Are

Born between 1980 and 2000, Millennials comprise nearly a quarter of the world population. They’re the first generation to grow up surrounded by digital media. Two thirds of them used computers before the age of five. They are connected 24/7 to friends, parents, information and entertainment. Accustomed to being the center of attention, they have high expectations and clear goals. They are willing to work hard, and expect to have the support they need to achieve. They have older parents and were brought up in smaller families. One in four has at least one college-educated parent. Citizens of the world, they are the most racially and ethnically diverse generation in history.

Also Known As
Generation Y
Generation Next
The Nintendo Generation
The Net Generation
The Digital Generation
Generation O

Millennials are making their mark rapidly and in profound ways. Their use of technology are largely seen as the driving force behind the recent revolution in American political campaigning. Creating new websites and using existing ones like YouTube, MySpace, and Facebook, they have raised money, furthered issues and supported get-out-the-vote efforts.

They are redefining civic engagement. Youth voter registration continues to increase, and youth-driven activist organizations build grassroots movements for various social and political causes. In the 2008 U.S. presidential election, young people turned out to vote in unprecedented numbers. Millennials are recognized as playing a major role in electing the nation’s first black president.

Shaped by Their Times

Like all of us, Millennials were shaped by their times. Their early experiences created the filters through which they see the world. Those filters directly impact how they will navigate the world of work. Several key trends of the 1990s and 2000s have had and will continue to have a profound effect on their generational personality.

  1. Focus on Children and Family
    Over the years, the level of collective attention given kids and families has swung like a pendulum. In the decades right before and after the turn of the Millennium, kids and their families took center stage.
  2. Scheduled, Structured Lives
    Millennials have been the busiest generation of children we’ve ever seen. Parents and teachers micromanaged their lives, leaving them with little free time. When older Millennials were in high school, they carried Daytimers. Today they listen for alerts on their cellphones, signaling their upcoming appointments.
  3. Multiculturalism
    Kids growing up in the past two decades have had more daily interaction with other ethnicities and cultures than ever before. Data from UCLA’s Higher Education Research Institute shows that interracial interaction among college freshmen has reached a record high and continues to increase.
  4. Terrorism & War
    During their formative years, Millennials witnessed the Oklahoma City bombing, school shootings at Columbine High School and Virginia Tech, the terrorist attacks on the World Trade Center, the war in Iraq.
  5. Heroism
    Emerging out of those acts of violence, Millennials watched the reintroduction of the hero figure. Pictures and stories about police officers, firefighters and soldiers were everywhere. More recently, the successful landing of an airplane on the Hudson River offered the opportunity to laud a hero once again as pilot and crew were catapulted into an unprecedented round of speeches, talk shows, and award presentations.
  6. Parent Advocacy
    Millennials were raised by active, involved parents who often stepped in to speak up on their children’s behalf. “Helicopter parents” became a familiar phrase in schools, on soccer fields, and on college campuses. In a recent Wimbledon semifinal match, parents of Spain’s Rafael Nadal, a Millennial, passed an extra pair of shoes down from the stands to their son on center court.
  7. Globalism
    Through blogs, MySpace, IMs and other technologies, Millennials share their lives with friends throughout the world. They see their world as global, connected, and open for business 24/7.
  8. Worldwide Economic Crisis
    As Millennials begin their careers, they confront a global economic crisis that will likely have a significant impact on their ability to find jobs. Massive layoffs in all sectors of the economy may dampen optimism. Millennials are becoming less picky about the jobs they’ll accept and lowering their expectations for finding the perfect job.

Popular Technologies

The Internet, BlackBerries, iPods, video games, FaceBook and other social networking sites, cellphones with text messaging.

Entertainment They’ll Remember

Reality shows, YouTube, the thousands of songs uploaded to their iPods

Events that Shaped Their Lives

1999, 2007 Columbine High School and Virginia Tech shootings
Late 1990s & beyond Google, YouTube, Wikipedia, Facebook and online social networking
2001 World Trade Center attacks
2003 War begins in Iraq
2004, 2005 Tsunami strikes Southeast Asia; Hurricane Katrina hits New Orleans
2008 Young voters’ political activism and online social networking has significant impact on election of first African American U.S. President
2008 Corporate greed, exposure of Ponzi schemes, and industry bailouts herald a worldwide economic crisis Messages that Influenced Them

Messages that Influenced Them

Connect 24/7.
Achieve now!
Serve your community.
Expect everyone to be treated fairly.
IM me.

It’s All About Engaging Them

You’ve heard the term. We talk about engaging the public in the political process, engaging the community in conversations about critical issues, engaging students in their learning, engaging employees in their work.

Engagement is far more than simply communicating effectively. Engaged employees are those who are fully involved in their work. They are committed to their own growth and the growth of their company. Engagement requires that employees have choices so that they act in ways that further their organization’s interests. Engaged employees work smarter. They’re willing to put in extra time to get the job done. They recommend the organization’s services and products to family and friends.

  • Robbie, 25, wants to feel like he’s part of a team. “Bring us into things. Make us feel like we are part of something,” he says.
  • Paul, 23, wants to see the direct impact of his work. “I want a job that affects the company, not just a job where I’m pushing paper.”
  • Maria, 26, wants to work in a “friendly environment that fosters community and brings people together.”

Research on what leads to greater educational success tells us that students must be actively involved in their classes, not just passive recipients of knowledge imparted by their teachers; they must be academically challenged and motivated enough by what they are learning and how we are teaching to put forth their best effort; they must have a lot of interaction with their teachers; and they must have the support they need to succeed, from both inside and outside the classroom.

In educational settings, woven into the components of engagement is the thread of “connections.” Those who are engaged in their learning constantly receive opportunities to make connections—with their peers, with their course content, with services that will support their learning, with faculty and staff who work in their educational institutions.

In the workplace, collaboration, personal involvement, and trust are critical to creating engagement. In order for employees to be engaged, they must share a sense of belonging and of being part of something important. They need to trust that management is focused on the best interests of the organization and those who work there.

Rules of Engagement

Consider the following rules of engagement for your Millennial workers and how to put them into practice. Your youngest employees will be more productive, effective, and stay with you longer if they:

  1. See themselves as connected to, and part of, the organization.
  2. Are given opportunities to problem-solve with their colleagues.
  3. Connect their individual contributions with their own and the company’s goals.
  4. Feel valued, respected, and rewarded for their contributions.
  5. Develop social and professional relationships within the organization.
The Titanium Rule: Do unto others, keeping their preferences in mind.

Put the Titanium Rule to Work

To bring out the best in each of our employees, we must adapt to the styles and preferences of a multi-generational workforce. When we look through a generational filter to consider our actions with employees, we are putting the Titanium Rule into practice.

The Work Environment
in Most Organizations

  • bureaucracy
  • straight lines
  • one size fits all
  • tenured leaders
  • yearly reviews
  • security, privacy

The Work Environment
that Engages Millennials

  • ease and speed
  • web-like
  • can be customized
  • competent, trustworthy leaders
  • weekly, even daily, feedback
  • open flow of information

Millennial Strengths

  • Optimistic
  • Able to multi-task
  • Technologically savvy
  • Goal- and achievement-oriented
  • Able to work effectively in teams and independently
  • Comfortable with diversity
  • Civic-minded
  • Innovative
  • Collaborative
  • Resourceful

Challenges for Managers

  • Need supervision and structure.
  • Are inexperienced, particularly in handling challenging “people issues.”
  • View changing jobs as a natural process.
  • Want a sense of play and fun in the work atmosphere.
  • Need help strengthening their communication skills because they are not as accustomed to communicating face to face as older generations.

Millennial Motivators

  • Managers who connect their actions to their personal and career goals
  • The promise of working with other bright, creative people
  • Opportunities to learn new things
  • An approachable boss who is a mentor
  • Having adequate time and flexibility to live the life they want
  • Making a difference

Managers They Love to Work For

  • Teach them new things and are interested in learning new things themselves.
  • Are responsive and “present.”
  • Coach and support them.
  • Are collaborative.
  • Provide clear direction and a reasonable structure.
  • Hold employees accountable.
  • Are organized.
  • Are flexible.
  • Encourage them.
  • Trust them to get the work done.
  • Instill a sense of play and fun.

Managers Who Drive Them Crazy

  • Micromanage.
  • Quash their spirit.
  • Discount their ideas.
  • Are condescending.
  • Are inconsistent and disorganized.
  • Don’t recognize the skills they bring to the workplace.
  • Are cynical.

Communication Styles They Respond To

  • Text messages
  • In person meetings
  • Instant messages
  • Social networking sites
  • Emails
  • Blogs

Rewards

  • Opportunities that strengthen their resume
  • Titles and recognition for good work
  • Flexible schedules

We See the World Differently

To better understand how to work with Millennial colleagues, it’s helpful to compare Millennials’ way of being in the world with that of older generations. Recognizing those differences can help us reach out across what sometimes seems to be an impenetrable barrier! It’s easy to see that those who have always been connected through technology to the rest of the world would see the world differently from those who witnessed the dawn of the space age. Though sometimes subtle, our different perspectives can cause conflict, frustration, and misunderstanding in the workplace.

Millennial Generation Generation X Baby Boom Generation WWII Generation
Outlook Hopeful Skeptical Optimistic Practical
Work Ethic Ambitious Balanced Driven Dedicated
View of Authority Relaxed, Polite Unimpressed Love/Hate Respectful
Leadership By Achievement, Pulling together Competence Consensus Hierarchy
Relationships Loyal, inclusive Reluctant to Commit Personal Gratification Self-sacrifice
Perspective Civic-minded Self-reliant Team-oriented Civic-minded

© Copyright, Claire Raines, 2000

What We Have in Common

In a multi-generational organization, our differences come to light when there is tension within the ranks. However, there are actually more similarities than differences among the generations at work. In the Randstad 2008 World of Work survey, employees across the generations identified the attributes they value. Regardless of their generation, employees said they want to work for a company whose leaders:

  • Respect employees and recognize the value each brings to the organization.
  • Care about their employees as much as their customers.
  • Value employees’ honest input on business issues.
  • Encourage employees to be innovative thinkers.
  • Encourage employees to continually develop their skills.
  • Encourage a collaborative work environment.
  • Focus more on employees’ strengths than on weaknesses.
  • Foster good relationships between supervisors and employees.

Nine Keys to Engaging Millennials

Over the past year, we’ve been listening to Millennials—in an extensive set of interviews, in focus groups, in company offices, and in college classrooms. When we’ve asked what they want from their supervisors, colleagues, and managers, they have responded with a consistency that has surprised us.

Here are their nine most frequent requests:

  • Help us learn.
  • Believe in us.
  • Tune in to our technology.
  • Connect us.
  • Let us make it our own.
  • Tell us how we’re doing.
  • Be approachable.
  • Plug in to our parents.
  • Be someone we can believe in.

It’s not an unreasonable list, yet it’s a set of expectations that Millennials tell us are rarely met. Every day, Millennials walk through the doors of workplaces that have cultures based on the styles and preferences of Baby Boomers and their World War II Generation parents. Managers from older generations, even Gen Xers, assume that what attracted them to the job and motivated them to stay and succeed will attract and motivate today’s young workers. But, as we’ve described, Millennials have their own unique characteristics—and a distinctly different work style.

The way work gets done in most organizations is counter to the natural instincts of Millennials. Work cultures remain hierarchical; Millennials thrive when work is carried out in more collaborative ways. Most managers practice line-of-sight supervision— “If I can’t see you, you must not be working.” Millennials perform better in a more flexible environment where the result and impact of their work are given more weight than the time they spend tied to their desks. The role work plays in people’s lives has shifted. The way we get things done is changing.

The workplace practices Millennials prefer and ask for will be the hallmarks of the future workplace:

  1. Help them learn.

    For Millennials just entering the workforce, the purpose of a job is to learn, gain experience, and position themselves for the next step.

    In her first job after graduating from college, 21-year-old Lauren explains, “I really wanted a job where I felt like people saw a lot of potential in me, as well as a company where I was going to learn and I wasn’t going to feel like I knew everything already. I wanted a job where I had no idea what I was doing so I could learn a new skill set that builds on what I originally had.”

    Lauren will thrive in her new job if someone educates her about the organization: how to get things done, where to get information, and who to go to with ideas. A good manager will help Lauren uncover her personal goals and help her figure out how to reach them.

    Talking about learning in her first job, Dana, 23, says, “That was something I was really looking for. Something that I struggled with was the training because it’s all self led. I was really frustrated. I was like, seriously, no one’s going to sit down and tell me how to do this? I had a ‘learning to learn’ curve there.”

  2. Believe in them.

    Millennials have been told they’re special, with unlimited potential. They’ve set goals—and, in many cases, met them—all their lives. They want to prove their worth. They’re willing to work hard, as long as they sense that someone believes in them and that their hard work will pay off. But here’s the catch: their style of working hard might not look familiar to older managers.

    A manager’s belief in a young employee can make all the difference. Time and again, research has demonstrated that our assumptions shape the outcome. In a well known experiment in a public elementary school. Robert Rosenthal and Lenore Jacobson gave teachers the names of students who, they said, could be expected to perform extraordinarily well during the school year. In fact, the names had been chosen at random. Sure enough, those students they identified as “academic spurters” showed an average twelve-point increase on their IQ scores at the end of the school year.

  3. Tune in to their technology.

    In his new book, Grown Up Digital, Don Tapscott advises, “Don’t ban Facebook and other social networks. Figure out how to harness them.”

    Nothing distinguishes the Millennial generation more than their lifelong immersion in digital technology. They are innovators who want the latest tech devices and want to work for companies where they can be creative with the help of podcasts, blogs, social networking sites, and online applications.

    Just when you may have been feeling proficient (finally) at email, we’re sorry to report that email usage is declining among Millennials. For today, at least, the best way to connect with Millennial colleagues, particularly when they’re away from work, is through text messaging.

    Savvy managers communicate with their Millennial employees in their preferred style. In a recent interview, Dana told us how her manager adapted to his younger employees: “He said, ‘Yeah, you guys started texting me, so I had to learn how to text.’ We didn’t even realize that was something he didn’t normally do. He just went on and texted us back. He realized that was going to be the best way to communicate with us on certain matters. So be adaptable, willing to catch up with the times when you need to.”

    One caution about Millennials and their grasp of technology: some Millennials are faster with their thumbs than on a keyboard! Yet some older managers assume that Millennial workers are proficient in Microsoft Word and can put together PowerPoint presentations. “Just because I’m 21 years old,” says Lauren “that doesn’t mean I’m brilliant with computers. While I can navigate a computer, I can’t necessarily fix a problem if Windows crashes!” It turns out that, for many Millennials, there’s a big gap between the technologies they use and the computer skills we expect them to have. Many of our younger workers need help learning the computer skills they need to be effective in the workplace. We found this to be an issue in college settings as well, where students are often stymied by course management software programs and online learning technologies.

  4. Connect them.

    Given the opportunity, young workers like Janessa, a 22-year-old director of a national non-profit organization, will create a social network with colleagues. “People might think my life is five percent social and ninety-five percent work,” she says. “But the two are hard to separate. I like it like that!”

    Millennials worked on teams all the way through school. Many are skilled team members who know how to identify team roles, plan responsibilities and timetables, and even to negotiate with poor performers. “I’m used to there being team leadership, committees, group decisions,” adds 23-year-old Hilary, who just started in an entry-level job at a Fortune 500 company. “The more people my age enter the work force, the more we’re going to bring that collaborative thought process to what we do.”

    Create networking opportunities for them. They want to get to know each other. They want to get to know senior leaders. For the Millennial generation, it’s all about the circle of connections. Business is conducted through social networking, both online and in person. They influence each other’s thinking through blogs, tweeting, multiuser video games, and sharing files.

  5. Let them make it their own.

    Hillary complains that her coworkers mock her for sitting on an exercise ball instead of a chair and for decorating her cubicle. Millennials expect to be seen and treated as individuals. They are used to flexibility. They like to co-create. They modify products—from their Facebook pages to their screensavers to the ringtone on their cellphone—to reflect who they are.

    “They want freedom in everything they do,” says Don Tapscott, “from freedom of choice to freedom of expression.” Millennials take it for granted that they’ll be able to make choices on the job. They know how to cull through for what they want. They want to choose how to fit their job into their lives. They are comfortable with complexity and problem solving.

    Let them find their own way and create their own solutions. Let them personalize—the project, their workspace. Explain what needs to be done, give them a deadline, and let them pick their own process for doing the work.

    Just as we have to change our thinking in education that more “seat time” equals more learning, we need to let go of the notion that everyone needs to work in the same way to achieve good results. If your Millennial employee is sometimes more productive working from home, so be it. If she can crank out tons of work in an hour, then needs to take a Starbucks break to regenerate her brain cells, why not? As long as individual work styles don’t get in the way of others’ productivity, give people the freedom to do their best work in the ways they work best.

  6. Tell them how they’re doing.

    All their lives, Millennials have gotten almost constant praise, attention, and feedback from parents, coaches, and other adults. On the job, they need frequent, specific feedback. For Millennials, a lack of feedback translates, “You’re doing something wrong.” “We don’t want time to go by when we are messing up and no one is telling us,” says Elizabeth, who prefers “ongoing feedback” as opposed to a “touch base meeting.”

    Yet the Millennials we interviewed were quick to admit that they tend to take criticism personally. “I am the kind of person,” says Lauren, “who will assume that whatever mistake I made is ten times bigger than it might really be.” Millennials are quickly finding it to their detriment that they’ve been raised without a tolerance for hurt feelings.

    This puts extra pressure on you, our reader. If you want to tap into the power of Millennials at work, you have to become a masterful coach. “A good manager should know how to tell you you did something wrong without making you feel bad,” says Lauren.

    One Millennial who runs a nonprofit organization staffed by his generational peers says, “I can’t even use the word ‘deficient’ in my office. Nobody likes it. But if I tell them, ‘You’re really great. You’re really strong in English,’ then they are a little more willing to hear, ‘Your math kind of stinks, though.’ “

    Patrick, 22, doesn’t respond well when he feels the only interaction he receives is criticism. “Sometimes the only thing you hear through the course of the day, other than some quick hellos and some perfunctory small talk, is when you get some little criticism from a boss. It wouldn’t be as bad if it were balanced out by more conversation or positives throughout the day. But when that’s all I hear, that makes me cranky.”

    “Give me something I can work with,” says Kara, 25. “Give me something I can actually walk away with and know, ‘This is how I’m going to do this better or differently.’ “

    Patrick sums it up. “I think that recognizing failure and mistakes is important to building self esteem. Withholding that information isn’t building self esteem. I don’t think that people in older generations should continually boost our self esteem, because honestly, I would like to know if I’m not doing very well at something. I don’t want someone to not tell me or skirt around the issue because it might hurt my feelings. But they also have to recognize that we grew up with that.”

  7. Be approachable.

    Millennials tell us they become uncomfortable if they see a dividing line between managers and employees. In order for Millennials to feel more comfortable on the job, Hilary says “opening the lines of communication” is essential. Robbie suggests to managers, “Leave yourself open if issues arise.” He says he likes the way his current manager has communicated “that ‘if something happens, you can come to me, let me know.’ Have an open door,” he says “so they don’t feel that something bad happened and they can’t go to a manager with it. Everyone should be able to bring it forward and not feel intimidated or bad about bringing it to a manager. Create an environment where it’s not so much fear, but you’re teammates, you’re working together.”

    Dana says she likes to talk with her managers “in a relaxed way.”

  8. Plug in to parents.

    Millennials were raised by active, involved parents who often interceded on their behalf. Parents challenged poor grades and negotiated with the soccer coach. The Higher Education Research Institute reports that increasingly more college students consult with their parents about which school to attend. Parents even go along to Army recruiting centers.

    At work, eight in ten Millennials talk to their parents every day according to a 2006 survey conducted by the Pew Research Center for the People and the Press.

    We can complain about parents. We can try to change their role in the lives of their teen and twentysomething children. Or we can find the positive side of this strong bond between parents and their Millennial children and tap into the power of this other set of mentors and coaches. We might even offer to give them a tour of the office!

  9. Be someone to believe in.

    Millennials learned to smell a fishy email offer before they were ten. They’ve been sold to more than any generation, and they’re savvy consumers. They know how to sniff out false promises and misinformation, and when they feel they’ve been burned, they can broadcast their displeasure with one click of the button.

    They’ll check out a company carefully before going to work there in search of integrity, openness, community service, greenness. Promote your organization’s values and reputation. Millennials want to be proud of the organization they work for, what it does, how it makes a difference.

    Be squeaky clean yourself—ethical, open, able to withstand scrutiny. If you offered something in an interview, follow through on it. If you promise to do something, do it as soon as you can.

    Your younger colleagues are looking to you as a role model, coach, and mentor. There’s a great opportunity for you here. Years from now, you just may be the person some Millennial tracks down to say, “Thank you for what you did, the faith you placed in me, the difference you made.”

Success Effect Interview with Claire Raines

From The Success Effect
by John Eckberg
2008

Claire Raines sees generational motivation as a critical challenge for firms looking to thrive in the next decade. Choosing the right person for the right job becomes even more critical when dealing with members of the X-Generation. That demographic has no qualms about quietly moving on to another company if their needs are not being met at the company where they are currently employed.

Her client roster includes Microsoft, Toyota, American Express and Sprint.

Question: Do generations get along at work?

Answer: Oh, that’s sort of like asking whether people get along. Yeah, sometimes, but I think there’s an awful lot of judging going on—where people don’t agree with other people’s work ethic or their approach to work and sometimes don’t realize it’s generational. Sometimes, I think, there’s actually quite a bit of generational conflict.

Cds In The Changer

  • Back on Top by Van Morrison
  • Keb’ Mo’ by Keb’ Mo’
  • Brand New Day by Sting
  • Best of Friends by John Lee Hooker

Q: Is it an older generation judging the younger generation?

A: Partly. Certainly we’ve had lots of judgment going on by the Baby Boomers [Americans born from 1946 to 1964] of the Generation X-ers [1965 to 1977] for the last 10 or 12 years. But now that the Generation X-ers are established in the work force —they’re now 40 percent of the work force and the Boomers are 45 percent—they’re getting to be almost as big a group, and they are moving into positions of more control and power. They are also getting more experience and are beginning to say, “Just a minute, this isn’t fair. There are all sorts of things about you guys that aren’t so wonderful, either.” Like Generation X-ers would tell you, Boomers tend to be really political and have learned how to say all the right things like, “We really care what employees think,” that kind of stuff.

Q: So boomers have artifice down pat?

A: Right. Generation X-ers think Boomers are artificial, and they think Boomers have been badly indulged, that they’ve been in the spotlight. Another big complaint that Generation X-ers have is that Boomers are just driven by work, that they’ve made it the meaning of life, almost like a religion. Generation X-ers think that’s pretty unhealthy.

I’ve been working with this stuff for 15 years. I’ve written four books about the generations in the workplace based on focus groups, interviews, surveys and lots of other people’s work, too. I hope that people will realize that growing up in a different era tends to make people see the world differently, and that that’s not a bad thing. I would like executives and corporate leaders to realize that people are not going to grow up and be just like them, that people will get more tolerant of differences and begin to value differences. I would hope people will improve their communications and management styles and keep generational differences in mind.

Q: When it comes to retention, it seems like Generation X-ers are a freelance generation—24 months at a place and they’re out of there. That would be heresy to some earlier generations.

A: Absolutely. That is a huge generational difference. Generation X-ers were shaped by the 1970s. They saw an oil shortage and Nixon go down in disgrace. They watched their parents get out-placed and laid off. They grew up in an uncertain economy. They tend to think of themselves first—of course there are all sorts of people who don’t fit this profile—but one typical characteristic of Generation X-ers is that they think of themselves as free agents. They think of themselves as marketable commodities.

Books On The Nightstand

  • On Writing by Stephen King
  • Bird by Bird by Anne Lamott
  • Reading Lolita in Tehran by Azar Nafisi

Meredith Bagby, the CNNfn reporter, sometimes quotes a survey that says there are more Generation X-ers who believe in UFOs than [those] who believe that Social Security will be there for them. They feel like their only ticket to security is themselves and their resumés.

Q: For employers to retain Generation X-ers—is it a simple question of more dollar signs?

A: Dollar signs work for all the generations, really. For Generation X-ers, money is important, but they also say they want to get that resumé strong, not necessarily because they want to take the resumé somewhere else, but because they want to be developed.

On The Coffee Table

  • Vanity Fair
  • People
  • Creative Nonfiction

Carryout: Growing up in different eras leads people see the world from a variety of perspectives. GenXers are free agents, and see themselves as marketable assets. Boomers like security. GenXers like personal development. Realize differences. Adapt communication approaches to the generation.

Trump. Gerstner. Chopra. Zell. Springer. Those are just some of the names in The Success Effect, a ground-breaking project by Cincinnati Enquirer buxiness columnist John Eckberg. This extensive volume contains candid conversations with America’s top business trailblazers and innovators.

Leadership Post 9/11

by Leslie Jaffe & Karl Krumm
2002

The answer: Now more than ever! 
The question: How important is your role as leader in the new reality since September 11?
The complexity: Your workforce is made up of four distinctly different generations, all looking to you for some sense of security. Members of all four generations were profoundly affected by the tragic events of September 11. Yet all are asking for something different, and they’re asking for it now. 

People have a lot to be troubled about. They’re concerned for the safety of their families…they wonder if they have their priorities straight…they feel uneasy about the economy..and they worry the next layoff may be their own. September 11 brought a new perspective to everything in our lives, including how we go about being leaders. 

Imagine what life would be like if you had these four people looking to you for leadership:

George, in his seventies and a member of the WWII Generation, is one of the company’s founding partners. He served his country in WWII and went to school on the GI bill. He reminisces about the company’s early days, the dedication, and the loyalty. Back then, it was just George and a secretary, working long hours on the phone with clients, writing orders, and getting billings out. George has flirted with retirement, but isn’t sure what he would do with the time. He still comes in every day to deal with a few blue-chip clients. When he talks about September 11, he recalls Pearl Harbor and the call to duty. Now his grandchildren face a world situation he hoped he had saved them from.

George thinks of General Patton as the quintessential leader–a take- charge kind of guy who sets clear hierarchical boundaries with well-defined roles. George respects authority, and expects the same from others.

Then you have Patricia, one of the first female senior leaders in the firm. At fifty, she’s a member of the Baby Boom Generation. Patricia has worked days, nights, and weekends to get where she is. Sensitive to inclusion issues, she prides herself on being a role model for bright, young staffers. She searches for ways to make a difference. September 11 leaves her with mixed emotions. She was confused about Vietnam, and she feels that way again. Patricia wants to voice her concerns, participate in decisions, and find ways to make the world–or at least her company–a better place.

She responds best to team leadership and thrives in a holistic work environment that nurtures mind, body, and spirit. Passion, inspiration, and a clear articulation of vision, mission and values move Baby Boomers like Patricia. She really wants leadership to acknowledge her time and efforts.

Derek is a member of the group known as Generation X. A talented major contributor, he is in his thirties. Although the salary and perks of a job in management appeal to him, he wonders if he would really enjoy it, and he finds it increasingly difficult to play what he calls the "jump-through-these-hoops-to-move-up game.” 

This is a great job and a great opportunity–how many times has he heard that from senior management?–but it is not his whole life. He is committed to making time to be with his friends and to participate in the many sports he loves. 

He remembers Desert Storm, the smoothness of its execution, and its brevity. Derek feels the swell of patriotism, but worries that maybe once again the world has changed at an inopportune time, putting his dreams on hold. 

Derek responds to leaders who are competent, results-oriented, and flexible. He appreciates communication that is direct and straightforward. He’s willing to work very hard when he gets clear assignments with goals and expectations, milestones and deadlines, the resources he needs–and the freedom to accomplish the end result on his own. 

Finally, there’s Ashley. At 15, she’s a member of the Millennial Generation. She comes in after school and on weekends as part of a high-school work-study program. 

We’ve just begun to learn about the leadership preferences of this newest generation. We’ve learned that Millennials expect behavior to be congruent with position; this generation had stronger opinions about the Clinton/Lewinsky scandal than any other. They look up to leaders who are collaborative, tolerant, and skillful at resolving conflicts and building broad coalitions. Heroes are back "in" with this generation. They name Tiger Woods, Yankees Coach Joe Torre, New York firefighters, and Colin Powell.

What’s a Leader to Do?

With this mix of personalities, you’ve got a leadership dilemma on your hands. You need to deal with your own reactions during these times before you can be of help to anyone else. Then, you need to handle each of your people as individuals.

Leadership Guidelines to Increase Productivity &
Morale

Choose your leadership actions based on what people need, not what you’re most comfortable with. Here are some suggestions:

For Members of the WWll Generation

  1. Use a personal touch. Make face-to-face contact. Computer-driven communication sometimes alienates members of this generation.
  2. Be mindful of age and experience. Show your people their experience is viewed as an asset rather than a liability. 
  3. Capitalize on experience. Consider setting up mentoring relationships that match senior employees with younger ones. Lots of Millennials feel a strong bond with older employees.

For Baby Boomers

  1. Play to their strength of pulling teams together to get over
    current hurdles.
  2. Give them an arena to voice their pain–a one-on-one talk over a cup of coffee, focus groups, personal counseling. This is the "get help" generation. 
  3. Leverage their willingness to work hard and give them extra public recognition for their efforts.

For Generation Xers 

  1. Allow them to get the job done on their own (what might seem unorthodox) schedule.
  2. Make time for those who are struggling. Take a walk or go out for a beer. Give them your undivided attention.
  3. Tap into their adaptability. Gen Xers are typically flexible, and many are independent operators. Give them an important task that needs to get done; they’ll likely get it handled!

And Millennials

  1. This young group of workers is community-oriented. These are graduates of required community service hours. Get them involved in meaningful volunteer efforts and support the projects they are already involved with. 
  2. Use their capability to access information quickly and to share it in a way that works for a diverse group of people. This is the most technologically and globally savvy generation. They grew up with computers and diversity.
  3. Pair them up with older mentors. On surveys, Millennials say they resonate most with the Baby Boom and WWII generations. Never has the opportunity to make a difference in people’s lives by being a leader of all generations been so great. 

Leslie Jaffe & Karl Krumm are Senior Consultants of Claire Raines Associates. 

Diversity & Generations

by Claire Raines
2002

This article is an excerpt from Connecting Generations: The Sourcebook by Claire Raines.


Sorting the Cards | Synergism | Stir-Fry | Diversity Interviews at DTE Energy | Generations Interview | Generational Awareness: 10 Bright Ideas | Diversity Awareness: 5 Bright Ideas | Benefits of the Multi-Generation Work Team | Q&A


 

Generations: a diversity issue. The generation we belong to is one of the many differences we may have with our coworkers. Those differences can cause stress, discomfort, conflict, and frustration. They can also become a source for creativity and productivity.

Sorting the Cards

One of our trainers, Karl Krumm, got me to thinking about generational differences as one of a variety of ways to sort cards. If you had a deck of playing cards in front of you right now, you could sort the cards by suit. You could sort them by color. You could sort them into face cards and numbered cards. You could sort them by numerical value. This metaphor has been helpful to me in how I think about businesspeople and the issues they face. Play along here. If your coworkers were a deck of cards, you could sort that deck in all kinds of ways. You might want to split the deck into two stacks—one for men, one for women. You could separate them according to ethnic background. You might stack the deck according to sexual orientation. You could sort according to coworkers’ countries of origin. You could make sixteen piles that represent the Myers Briggs types.

Karl, who has a Ph.D. in psychology and is a student of human nature, believes—and I think he’s right—that each time you sorted the cards and then explored the ways the stacks were different from and similar to the others, along with the ways all the cards in a stack were similar to each other, you would get helpful information that would give you valuable insights about every card. Of course, sorting the cards would never give you a picture of the complete person; individual human beings are way too complex for that. But if you’re interested in people and how to work more effectively with them, we’re certain you’ll find the generational sort to be an extremely valuable one. The ability to relate effectively to all types of people is one of today’s essential leadership skills.

To add another metaphor, we can use generational lenses to help us see things we might otherwise not notice. By the way, I don’t personally find that I go around in my own life wearing my generational lenses all, or even most, of the time. The breakdowns and misunderstandings that concern me the most—an endangered friendship, a miscommunication with a family member, a frustrated associate—these generally have little or nothing to do with generational differences.

I have, however, found hundreds of situations in which generational lenses made all the difference. A team I worked with—all Boomers and one Xer—was able to approach work issues from a whole new perspective. A successful trucking company decided they wanted to remain a World War II-style company, even though they probably won’t attract many Gen X recruits. A hospital changed to a more successful fundraising campaign that targeted new young donors. A manager quit trying to impose her values on her younger associates when she realized their customers were unfazed by nose rings and tattoos. A 50-year-old woman developed more empathy for her “military-style” dad. An executive began to understand where his estranged son might be “coming from.”

There are lots of situations that aren’t generational in nature, but then there are plenty that are, too. That’s why it’s a good idea to keep those “generational lenses” handy so they’re available when you need them.

Synergism

It seems like just a few years ago, most companies in the Western world operated on the model that the best organization was made up of ranks of similar, like-minded people. Orientation sessions and training programs sought to clone the best and brightest existing employees. I remember seeing a couple of surveys that showed the typical interviewer tended to hire the person who was most similar to him- or herself. Some organizations even became known for the same-colored shirts everyone was expected to wear. It was a manufacturing model in which the company was judged on its success at churning out consistent carbon copies of human capital.

Synergism is a term popularized by Buckminster Fuller. Like the principle of yin/yang which has been known for centuries in the Eastern world, synergism recognizes that when we include divergent perspectives, the sum is greater than its parts. That, when a team includes people from various ethnic backgrounds, and all those perspectives are utilized, the team is more effective. That, when the marketing group incorporates people from all the generations, its campaigns are more successful. That, when the executive board includes men and women and listens to both perspectives, the board’s decisions will be more sound.

Stir-Fry

When it comes to diversity, our nation and most of its businesses have historically operated on the melting pot theory. It was great for forming a country, but it’s time for a new metaphor. After all, when you melt everything down, it gets mixed together and it into a mass of gray sludge. The different groups lose their uniqueness. Everything becomes uniform and we lose that variety of perspectives. Potential goes untapped.

I think it works better to think of corporate diversity as a stir-fry where the cook adds a variety of things—genders, generations, ethnicities. Each retains its uniqueness and contributes flavor to the whole dish. Something wonderful is created that is far tastier, more nutritious, and more interesting than any one part. To lose even one ingredient would diminish the texture and taste.

Today’s most effective organizations don’t just tolerate diversity. They seek it out. They go looking for people of all nationalities, political beliefs, backgrounds, ages, and genders. It’s not always easy, because differences are often thought of negatively, as in, “We’ve had our differences.” Says Tom Crum, “Conflicts can be disastrous or miraculous, depending on how you react to them.”
(The Magic of Conflict, Touchstone Press, 1987) Differences become miraculous when we appreciate them and utilize them. A BP Amoco employee document sums it up: “The diverse people who are BP Amoco will increasingly make our company distinctive by continually challenging how we think, what we do, and how we do it to achieve exceptional business performance.”

Today’s best companies create competitive advantage by becoming employer of choice—by being the company all the best people want to work for. This requires a work culture that recognizes and appreciates a variety of perspectives, styles, and opinions—where differences are sought out, valued, respected, and put to use. Business success requires a workforce that is educated about diversity, where associates have developed their awareness and appreciation for differences and have learned useful skills for bridging the gaps and tapping into the best of everyone.

Diversity
Interviews at DTE Energy

To broaden their knowledge of the experiences and
beliefs of people from other races and cultures, and to identify ways
to support those people, participants in a class called
Diversity for Leaders at Detroit Edison interview someone of
a race or ethnic group different from their own. They share the
responses—not the names—in their session.

Here are the interview questions:

  1. What do you like about your ethnic group or race?
  2. What do you wish other ethnic groups understood or knew about your group?
  3. Do you feel all your work-related talents and skills are used on the job?
  4. What are the challenges you face at work that may have to do with your race/culture/ethnicity?
  5. What can a company leader, supervisor, or coworker do to support you?

Senior Diversity Specialist Nikki Moss developed the class and the interview format. She shares these excellent tips for expanding your diversity learning experience:

  1. To conduct the interview, treat your interviewee to lunch at a restaurant she feels is representative of her culture.
  2. Ask the interviewee to recommend a museum, business, or art gallery representative of his culture. Consider going there together.
  3. Ask to attend a worship service with her at her place of worship.
  4. Be ambitious and conduct interviews with people from a number of cultures.
  5. Go beyond race and interview someone differently-abled
    than you or someone of a different sexual orientation.

Generations Interview

A similar interview could be conducted with a member of another generation:

  1. What generation do you generally consider yourself to be a member of?
  2. What do you like about your generation?
  3. What do you wish other generations knew or understood about your generation?
  4. Do you feel all your work-related talents and skills are used on the job?
  5. What challenges do you face at work that may have to do with your generation?
  • Successful businesspeople tap into the resources of a diverse workforce.
  • Is there a Generation Xer on your Board of Directors? How about a Millennial?
  • Will many of your best people be retiring in the next few years? Is your process for building “bench strength” under way?
  • Do you have close working relationships with at least one person from each generation?

Generational Awareness: 10 Bright Ideas

  1. Have a Generational Awareness Week. Post icons and photos that represent the generations. Include slang and popular expressions. Play music that was popular in each generation’s formative era.
  2. Write four versions—one for each generation—of an Employee Value
    Proposition
    , a list of what is attractive about working for your organization.
  3. Review your benefits package, asking yourself which generation would likely be most attracted to each…which perks are attractive to all generations.
  4. Come up with three rewards specific to each generation.
  5. Do a generational diversity audit for your
    organization
    . What percentage of your workforce is from each generation? Are all the generations represented at all levels?
  6. Review the makeup of your Board of Directors. Are you getting the perspectives of all the generations?
  7. Become an expert on a generation other than your own. Find someone twenty years older—or younger—to teach you about his or her generation: history, characteristics, language, work preferences.
  8. Watch a movie that focuses on a generation other than your own
    (The Big Chill, Reality Bites, Office Space, Saving Private Ryan.) Step into the perspective of one of the characters. How might you see things differently if you were a member of the generation being featured?
  9. Examine a “difference” from both sides. Begin by thinking of a conflict you are having/have had with someone with whom you have generational differences, and with whom you would genuinely like to have a better relationship. Write a brief paragraph about how you see the situation. Put it aside for a few minutes. Then reread what you wrote. Next, re-examine the situation and see if you can step into the other person’s shoes. Finally, write a paragraph that might reveal his or her perspective.
  10. In a management meeting, create profiles of four ideal managers—one for each generation. Then, ask participants to survey five employees each about the type of manager they prefer. In the meeting, discuss your findings and revise the profiles, if necessary. What do all the profiles have in common? Where do they differ? How can your managers apply what they’ve learned?

Diversity Awareness: 5 Bright Ideas

Here are some similar ideas for increasing awareness, empathy, and understanding about other areas of diversity:

  1. Host cultural awareness weeks for all the countries of origin represented in your employee base.
  2. Do a cultural diversity audit for your organization.
  3. Review the makeup of your Board of Directors. Is it representative of your employee base? Of the community you serve?
  4. Become an expert on a culture represented by one of your coworkers.

    Watch a movie that focuses on a culture (ethnicity, country of origin, disability, sexual orientation) other than your own. Get a recommendation from someone representative of that other culture about a movie they’d recommend that would help you better understand their culture.

  • When differences are encouraged, productivity and creativity increase.

Benefits of the Multi-Generation Work Team

  1. The team can attract and retain talented people of all ages.
  2. The team is more flexible.
  3. The team can gain and keep greater market share because its members reflect a multi-generation market.
  4. Decisions are stronger because they’re broad-based.
  5. The team is more innovative.
  6. The team can meet the needs of a diverse public.

Q&A

Dear Claire,

One of my young employees wants to take time off when he and his wife adopt a baby. I’ve never had a male employee ask for this before. Is this a generational thing?

Jennifer

Dear Jennifer,

I think so. The oldest Baby Boomers were deeply involved in the women’s movement. The next generation tends to have feminist men and women! Many Gen X fathers feel that parenting is a 50/50 deal. I think it’s totally cool that he wants to spend time with the new baby (Easy for me to say when I don’t have to find someone to take his place on the job, isn’t it?). I think we’ll be seeing more and more of this kind of thing.