A
motto for MCA-I is "We help people communicate".
The strategy communicators follow to achieve this goal is
to integrate technology with sound communication principles.
But there are many differences and preferences in styles
and methods of communications among people. One way to uncover
these preferences is to consider the ages of the people
you are communicating with.
There are currently four generations "living"
together: the "Veteran", the "Baby Boomer",
the "Gen Xer", and the "Nexter". Each
generation is unique, with a distinctive set of values.
A common opinion is that different generations "clash"
in the workplace. Miscommunication is one of the reasons
for this conflict. Our values guide our actions and color
our perceptions. Any verbal or nonverbal message will also
express our values.
Learning about the four generations
Academic researchers (see reference
list below) have identified specific values perceived
in each generation. To make the identification of each generation
easier, I will present them by approximate age range.
Older than 60 years old:
Called "Veterans, Traditionalists, Silent Generation,
Matures, Adaptive, and Mediating Generation". This
generation has a practical outlook, a dedicated work ethic,
and is turned off by vulgarity. This generation has a strong
work ethic, plays by the rules and appreciates tangible
rewards.
Between 40 and 60 years old:
Called "Baby Boomers". This generation has an
optimistic outlook, driven work ethics, and is turned off
by political incorrectness. There are 88 million in this
generation, including immigrants. Baby Boomers usually set
high personal expectations for their work performance, consider
themselves agents of change and like to be recognized by
perks and titles.
Between 21 and 40 years old:
Called "Generation X, Busters, Gen Xers, and Diversity
Generation". Gen Xers have a skeptical outlook, a balanced
work ethic, and get turned off by stereotypes. Xers appreciate
inclusiveness and don't appreciate process as much as boomers.
They value financial incentives and ways to control their
own time.
Younger than 21 years old:
Called "Millennial, Generation Y, and Nexters".
This generation has a hopeful outlook, a determined work
ethic, and gets turned off by promiscuity.
An awareness of the values held by different generations
improves communication. Although its tricky to generalize,
some assumptions about the preferred communication styles
and technological modes of different generations can prove
useful:
Older than 60 years old:
They prefer a positive and direct approach for communication.
Expect to hear the words "should" and "must".
Radio and television technology imposed one-way communication
on them. People gathered around both devices to "listen"
to the broadcast.
Between 40 and 60 years old:
Their interest is to build and preserve relationships. Words
such as "may" and "would like" are used.
Prefer personalized messages. Enjoy process which makes
meetings a great communication mode. Technology made life
easier for the Baby Boomer generation with the remote control,
the microwave, and the ATM machine. The perception is that
this generation is reluctant to change. Let's add that they
may be reluctant to change if comfort, ease of use, and
personalization are taken away.
Between 21 and 40 years old:
This generation wants to be heard. So, listen! Masters of
multitasking, they will talk and listen to you and answer
their e-mail at the same time, even with you standing next
to them. It is not a lack of respect! This techno savvy
and resourceful group embraces technology because it allows
them to accomplish more and faster. They are open to change
and feel comfortable with it.
Younger than 21 years old: This
generation also likes a direct communication approach. No
surprise, they get along well with the Over 60 generation.
They have a global perspective. This may be due to the pace
of technological change in the last 20 years that promotes
communication without barriers.
Here are some other things to keep in mind:
-- As evolving technologies become more integrated and
widespread, communicators need to consider generational
preferences. A two-way communication does not necessarily
take place the same way, in the same place, and at the same
time, with people of different generations.
--Technology is attractive to Baby Boomers if it makes life
easier. Technology offers Gen Xers the opportunity to add
complexity, to experiment and customize at will. These options
excite them.
--Younger generations are most used to the accelerating
pace of technology . They are the ones embracing change.
Four Nuggets
1. Think in generational terms
You may be 30 years old and your 58-year-old client seems
upset because you prefer e-mailing him instead of having
a meeting. Applying your learning in future situations may
make you formulate new assumptions. If you do, don't forget
to validate those assumptions.
2. Ask generational questions
To test and validate assumptions, consider a person's generational
preference and then offer options. "Mr. Boomer, I have
some information for you. Would you like me to e-mail it
to you, or would you prefer to discuss it personally?"
3. Request and provide feedback
Do a follow up. Ask Ms. Boomer if she had the chance to
read the document you e-mailed her. Did she have any problems
opening it? Perhaps her preferences are more similar to
a Gen Xer and your assumptions are invalid.
4. Don't forget about you
Becoming aware of your personal preferences will facilitate
dealing with others that may have opposite preferences.
It will also help you acknowledge your feelings and deal
with them.
The value of learning different generations values and
preferencesresides in the realization that generations complement
each other. Combining the wisdom of a veteran, the relationship-building
art of a Boomer, the technical expertise of a Gen Xer, and
the global perspective of a Nexter may be another strategy
to help people communicate.
-Ana
Alvarez-Holmberg is an
author and consultant. She is passionate about facilitating
conversations in the workplace that leverage the uniqueness
of each individual. Her motto is "Bringing people together,
accomplishing goals, achieving full potential."
