This document discusses generational differences and managing conflict between generations in the workplace. It provides an overview of the core traits and values of different generations, from Silents to Millennials, and how they approach work, parenting, and gratitude. The document also addresses challenges with the large number of Millennials entering the workforce while many Baby Boomers have not yet retired, creating opportunities for intergenerational cooperation and succession of leadership roles.
4. "I see no hope for the future of
our people if they are dependent
on the frivolous youth of today,
for they are reckless beyond
words. When I was young, we
were taught to be discreet,
respectful of elders, but the
present youth are exceedingly
disrespectful and impatient.“
– Socrates, c. 400 BC
Image credit: marzolino / 123RF Stock Photo
5. •
•
•
•
•
•
•
•
•
•
Pragmatic
Cynical
Value liberty, survival
Children of Artist
Children in Awakening
Nomad
•
•
•
•
•
Principled, creative
Ruthless, narcissistic
Value vision, values
Children of Hero
Children in High
•
•
•
•
•
Open-minded, expert
Sentimental
Value due process
Children of Nomad
Children in Crisis
Hero
Prophet
Rational, Competent
Unreflective, bold
Value community
Children of Prophet
Elder in Awakening
Artist
6. • Gen X
• GI
• Millennials
Nomad
Prophet
• Boomers
Hero
Artist
• Silent
• Homeland
9. Thankful for Medicare and Social Security
Thankful they can help their Gen X children with
their grandchildren
Thankful for Silver Sneakers class at the Y
Thankful their Boomer nephew won’t be bringing a
tofu turkey this year
Listening to What a Wonderful World by Louis
Armstrong
Watching It’s A Wonderful Life after the Macy’s
Thanksgiving Day parade
10. Thankful for family, but particularly that their children
have finally moved out
Thankful that their son or daughter is finally coming
home from Iraq or Afghanistan
Thankful that someone will be here that can
download the Windows 8.1 update
Thankful for the FDA for approving Juvederm gel
implants
Listening to Come Together by the Beatles
Watching The Big Chill after turkey dinner
11. Thankful for what they have today, not tomorrow
Thankful they finally have a family and home, even
though they don’t know how they’re going to care for
parents and children at the same time
Thankful the stores are open so they can leave after
turkey dinner
Thankful Dad went of town so they don’t have to do
two separate turkey dinners
Listening to The Thanksgiving Song by Adam Sandler
Watching Planes, Trains and Automobiles
12. Thankful for Apple, Netflix, Hulu and Snapchat
Thankful the parents left my room like it was in high
school, because I’m moving back in the spring after I
graduate from college
Thankful for mom and dad’s healthcare plan, because
I’m on it
Thankful Mom got the gluten-free bread for dressing
Want to eat at 4 because they’re serving turkey at a
homeless shelter that morning
Listening to Thankful by Kelly Clarkson
Binge watching Season 6 of Breaking Bad on Netflix
13. 24,000
23,000
22,000
21,000
20,000
19,000
18,000
17,000
Homeland
41 million
16,000
Under 5 to 9
5 years years
Generation X
61 million
Millennials
85 million
10 to
14
years
15 to
19
years
20 to
24
years
25 to
29
years
30 to
34
years
35 to
39
years
40 to
44
years
Series 1
Baby Boomers
81 million
45 to
49
years
50 to
54
years
55 to
59
years
60 to
64
years
Silent & GI
58 million
65 to
74
years
75 to
84
years
85
years
and
over
14. 4.5 M Millennials/year
enter economy w/ 130M jobs
160,000
120,000
4.5 M Boomers/year
enter economy w/ 50M jobs
80,000
40,000
0
F-48
F-52
F-56
F-60
F-64
F-68
F-72
F-76
F-80
F-84
F-88
Total Non-Farm Payroll, Bureau of Labor Statistics, May 2013
F-92
F-96
F-00
F-04
F-08
F-12
18. Protecting through involvement
Focus on outcome
Changing the world through their children
What’s best for the GROUP of children
Giving children what they need to be successful
Aspirational – you can do anything!
Everybody wins
Adapted from Frank N. Magid Associates, The Pluralist Generation, 2012
19.
20. I trust Mom &
Dad
I’ll listen to Boss
Boss reminds of
Mom & Dad
Mom & Dad
always give me
good advice
I listen to Mom
& Dad
Adapted from Nicole Lipkin and April Perrymore, Y in the Workplace: Managing the "Me First"
Generation, 2010
21.
22. Authority – How to be an authority to older customers
Communications competence – talk on the phone
Endurance – stick with the program long enough to
be successful
Social Networking – how to leverage your social
network for business, and how to do old-school in
person networking
23. Help the client identify explicit need
Let the client know you understand the need
Bring focus on how your solution (you) solves
the need
ASK FOR THE BUSINESS
31. Introduce two other connectors or two people with
an idea in mind
Have a dinner of interesting people
Follow up
Re-establish contact
Show up
Interview people
Produce something of value
Time
Adapted from James Altrucher, Become a SuperConnector, October 2011
Image credit: Ratchanida Thippayos / 123RF Stock
Photo
32. Be brutally honest in the interview
Don’t hire them if you sense a whiff of entitlement
Do a hunger check
Everyone announces themselves in the interview
Shake them up a little
When you find the good ones, help them move up – even if that means losing them
Lesley Jane Seymour, How I Hire: 6 Ways I Find and Hire Hardworking Millennials, Sept 24, 2103
33.
34.
35.
Protecting through surveillance
Evidence-based parenting
Focus on process
What’s best for MY child
Teaching children what they need to be successful
Realistic – only do what you’re good at
Only the best wins
Adapted from Frank N. Magid Associates, The Pluralist Generation, 2012
36.
37. 1975 – 2011 Changes
Bachelor’s Degree Earnings: 13%
Advanced Degree Earnings: 24%
College Tuition increase: 127%
OKC
3.2%
New
Orleans
2.1%
Nashville
1.8%
Salt Lake
0.4%
San Antonio
8.1%
Houston
47.7%
Austin
13.7%
Dallas
22.9%
Only 9 MSAs (of largest 60) have created
net new middle class jobs since 2007.
48% were in Houston.
38.
39.
40. Have them host a garage sale
Start a local newspaper or niche blog
Be a consultant to local retailers
Become a blogmaster for other kids
Have them write a book and sell it online
Pay them for good grades/to do their homework
TEACH THEM HOW TO LEARN FROM FAILURE
James Altrucher, How to Turn Your 12 Year Old Into an Entrepreneur, December
2010, http://www.jamesaltucher.com/2010/12/how-to-turn-your-12-year-old-into-an-entrepreneur/
41. •
•
Average person produces 200%
more information than in 1986
•
Image credit: michaeljung / 123RF Stock Photo
Average person receives the
equivalent of 174 newspapers
worth of information everyday –
500% increase from 1986
In 1986, you could store 75% of
the knowledge needed for your job
in your head, today it’s less than
10%
42. •
Public speaking/debate/drama
•
Fundraising for non-profits or work
at a phone bank for political
campaigns
•
Learn 7 Cs of Communication:
•
•
Concise
•
Concrete
•
Correct
•
Coherent
•
Complete
•
Image credit: michaeljung / 123RF Stock Photo
Clear
Courteous
43. •
•
25% of Baby Boomers say they
will never retire
•
Stay at home parenting peaked in
2004
•
Only 39% of stay at home parents
return to work in their original field
•
Image credit: michaeljung / 123RF Stock Photo
15% of managers already are
Millennials
Extension of careers beyond
traditional retirement age will have
same impact as women entering
the workforce did
44. You should feel the
greatest satisfaction if one
day your subordinate can
do your job better than
you ever did, not
disparaging. For this is
the ultimate in
achievement …. The next
generation must be more
than ready to fill our
shoes; they must be
ready to run faster in
them.
-Lieutenant Col. Om Prakash, 87th Flying
Training Squadron commander
Notes de l'éditeur
I see no hope for the future of our people if they are dependent on the frivolous youth of today, for they are reckless beyond words. When I was young, we were taught to be discreet, respectful of elders, but the present youth are exceedingly disrespectful and impatient.“ – Socrates, 400 BC
Why are we even talking about this? – because there are not enough 35-45 year olds to replace your currently retiring employees and leaders.
I think there are three key reasons why the Millennials think so differently from you Both the Boomers and the Millennials average about 4.5 million people per year. So in 1965, the Boomers were competing with 4.5 million potential workers in an economy of 71 million jobs, while the same number of Millennials are today competing in an economy twice that size. So the boomers had to stay late, had to show up on Saturday, had to have "face time" with the boss so that you would get noticed; there were four or five other people that could or would take that job if you didn't keep it. Today's 25 year old millienial simply does not face that same type of challenge. On top of that, for the first time in history, the youngest generation in the workforce possesses technological skill dominance over the older, supervising generations. So, not only is the competition much less to get a job for these workers, they may often have better skills than the people who have just hired and are supervising them.
Finally, the third explanation is that Millennials have also radically redefined expectations of their value and ability to contribute to success. And what's more, their parents encouraged them to think that. Parents demanded explanations from teachers for bad test scores and grades. Parents complained to the principal when Billy got in the honor society and Johnny did not. Parents borrowed the money for questionable degrees instead of more vocationally oriented courses of study. Parents sent them to summer camps every year instead of asking them to get a job. As the old 1980s PSA about drugs used to say “I learned it by watching you.”
One of the first things I noticed with my young brokers was that they stopped by my office nearly every day; particularly if I hadn’t walked down to see them in the past couple of days. For a long time, I got really irritated by the constant interruption. But then I read Nicole Lipkin’s book “Y In the Workplace” – that’s when I realized these visits were a positive sign. Lipkin addresses the idea that helicopter parenting has stunted the independence and decision-making ability of millennials. But she says “the benefit of helicopter parenting is that parents and children share a close relationship with a continuance of support and encouragement throughout the lifespan to keep Generation Y motivated and positive.” My key insight was that they are not coming to my office and asking repeated simple questions because they were confused or didn’t know what to do. They were coming, honestly, to make sure that I wasn’t upset with them about something, to make sure that things were OK, to make sure that I hadn’t withdrawn my parental concern and approval. Sigmund Freud described transference in the early 20th century – when a patient subconsciously endows their therapist with feelings about their parents. Dr. Lipkin bluntly establishes the relationship: I always have someone on my side no matter whatParental guidance offers wisdom that same-aged peers cannot giveBoss, I like you – you remind me of my mom/dadI will listen to you, Boss He remarks on a study wherein he talked to high school principals who recounted that if you wanted to punish a Gen-Xer, you told them, “If you keep this up, you’re going to go to the counselor!” Then they’d stop, outraged at the idea that they couldn’t take care of themselves. Millennials will be delighted to go to the counselor, because they think the counselor will make them happier and better adjusted.Now, I’m not suggesting you need to start packing a lunch for your 27 year old sales person. But those annoying questions and visits – you should recognize those as an opening – that your employee is reaching out to you. Take advantage of the opportunities they present to brainstorm with them to help them develop confidence in their abilities and autonomy. Also, take advantage of these times to reinforce the qualities – like leadership, independent thinking, maturity, emotional intelligence -- you need for success in your company and/or industry. Help them to create goals to achieve these objectives and provide them with regular feedback. Finally, use these sessions also to share your company’s values and objectives and how what your millennial employees does fits in to that. At the end of the day, you don’t want them to treat you either like a peer or a parent, you want to help them to develop a mature work relationship. It may sound like a lot of handholding, but it works. And it helps to build loyalty. Millennials typically do not have loyalty to companies, but they will develop strong personal loyalty. The young lady I hired in 2007, for example, has worked for me at three different companies. It works, and it will let you establish the kind of relationship with them where they will listen to you. A 27-year old attorney in Washington, D.C. said it best: “It's probably pretty parental in its roots, but knowing that someone cares about how you're doing makes you want to do better to impress them and make them proud.”
The second thing we did was to try and develop a path to success for these young workers. Most real estate companies have “training” programs for new agents that consist of making lots of phone calls and spending some time “apprenticing” under an experienced real estate broker. I think many of us went through those programs – I know I picked up enough coffee and dry cleaning to achieve expert proficiency in those skills. We looked at our hiring, and determined about 1 in 5 of our new hires made it, and we terminated or lost another 50% within the first year. This was after reviewing hundreds of resumes, multiple interviews with dozens of candidates, and testing each potential hire. Basically, we would throw these young workers to the wolves, hope their senior brokers would tell them something, occasionally plan meetings where we told them something we thought was important, and then were shocked when in three months, they had only set a few meetings.Dr. Lipkin talks about the challenges that Millennials face in lower-level positions: “This generation recognizes early on in the work experience that great work gets noticed. Since getting noticed is important and motivating to this generation, everything that they do must be great, and subsequently they have difficulty with the job duties of entry level positions.” I also came to understand that they were genuinely frustrated by what they perceived as their failures, and that they really wanted to show them the path to success, to invest the time in them to give them the “keys to the mint.” . A 27-year old attorney in Washington, D.C. said it best: “It's probably pretty parental in its roots, but knowing that someone cares about how you're doing makes you want to do better to impress them and make them proud.”
We tracked the calls and meetings of our trainees and we found they typically fell below their targets. At first I thought it was a reporting issue, but we even installed a call counter and the totals still didn’t improve. We found that they were discouraged by poor results from a lack of training – they never knew what to say. I also believe – although they would not admit it – that they were afraid of calling people on the phone. The phone has fallen out of favor for those under 30. A recent survey showed that over 75% of them send more than 20 texts per day. The survey reports:Among all teens, the frequency of use of texting has now overtaken the frequency of every other common form of interaction with their friends. Fully two-thirds of teen texters say they are more likely to use their cell phones to text their friends than talk to them by cell phone.One millennial describes the phenomenon:"Of course I text people. Usually to tell them to call me. It sure beats having them answer the phone and saying I'll call you back, or leaving a message that then have to listen to, and then call me and maybe get me maybe not."It’s really hard to get a meeting by texting a prospect.
In their book The Psychology of Sales Call Reluctance, Shannon Goodson and George Dudley surveyed 11,000 sales people and found that 80% of new sales people failed because of sales call reluctance. Steve Kloyda describes the phenomenon:“We've all found ourselves on phone calls, lost in no man's land because we were not prepared. The client hears hesitation, discomfort, a shaky voice, and perhaps a less than smooth attempt to right the ship. If we string several of these calls together, our confidence can falter and our reluctance to make the next call deepens.”Goodson and Dudley also discovered that another 40% of experienced sales people reported episodes of sales call reluctance severe enough to potentially end their careers in sales. We tracked the calls and meetings of our trainees and we found they typically fell below their targets. At first I thought it was a reporting issue, but we even installed a call counter and the totals still didn’t improve. We found that they were discouraged by poor results from a lack of training – they never knew what to say. I also believe – although they would not admit it – that they were afraid of calling people on the phone.
More than anything, these workers need your leadership and guidance, and your recognition that they are on the path to success. And outside of time, setting up these kinds of programs is mostly free. Those lessons are applicable to any industry. Sales is the key challenge for this generation. A 2011 survey by CSO Insight showed that sales people only spend about 41% of their time selling.A little more than 41 percent is spent selling by phone or face-to-face. The survey also pointed to a very clear relationship between time spent with customers and sales reps making quota. For example, salespeople who spent 35 percent or less of their time selling by phone or face-to-face achieved quota only 55 percent of the time; however when salespeople spent more than 45 percent of their time selling, the chances of them making quota went up to 62 percent. More belly-to-belly selling time fattens salespeople’s wallets.
We measured calls, meetings, and revenue per transaction. Over the course of a year, we found our trainees were 6,000 calls short of their targets – only about 15 calls per week per associate short.
We were able to show that the short fall – 15 calls per week – based on call to meeting ratios, deal closing ratios and average commissions – resulted in $250,000 in lost opportunities.This is the kind of data we started integrating into our onboarding materials. Although this shortfall represented a small percentage of the company’s revenue, it should have represented about $20,000 per new agent – a significant amount for trainees who worked on straight commission.
Parenting for the future economyHere Come the Gen X ParentsIt’s More Fun to be a Pirate than Join the NavyFuture Success Lies in Curation of Information – understand valueTeach Entrepreneurship and FailureLearn communication skills (here it is again)The Future Isn’t Plastics – it’s Mrs. Robinson
Finally, the third explanation is that Millennials have also radically redefined expectations of their value and ability to contribute to success. And what's more, their parents encouraged them to think that. Parents demanded explanations from teachers for bad test scores and grades. Parents complained to the principal when Billy got in the honor society and Johnny did not. Parents borrowed the money for questionable degrees instead of more vocationally oriented courses of study. Parents sent them to summer camps every year instead of asking them to get a job. As the old 1980s PSA about drugs used to say “I learned it by watching you.”
Since 2007, the US has lost more than 1,045,000 “middle skill” or middle class jobs. Only 9 MSAs created net new middle class jobs over that time period, and 48% were in Houston, and 93% were in Texas.
There are 42 million freelancers in America today--a third of our workforce--and many have embraced an entirely new economic ecosystem. These workers are turning apartments into hotels, Priuses into cabs, and garages into craft manufacturing and distribution centers. Freelancers are increasingly micro-entrepreneurs, building small business and brands, seizing new opportunities to reach previously inaccessible customers and clients, and adding tremendous value to local communities and the nation’s economy along the way.Likewise, the sharing economy is no longer just a creative way for workers to supplement their sagging paychecks in a struggling labor market. TaskRabbit, Fiverr, Skillshare, and dozens of peer-to-peer platforms are now primary sources of income. A string of micro-gigs is becoming the new normal. Experts predict that the ranks of freelancers will swell to 40% of all workers in America by the end of this decadehttp://www.fastcoexist.com/3021147/its-time-for-the-sharing-economy-to-become-the-sharing-society
“We’re used to how the social web has disrupted media, but that same wave is moving through other industries, driven by startups like Airbnb, Coursera and Uber — and while regulators and entrenched industries are trying to fight it, the trend behind that wave is unstoppable.”Matthew Ingram, Airbnb, Coursera and Uber: The rise of the disruption economy, May 22, 2013, http://www.forbes.com/sites/jmaureenhenderson/2013/05/22/offices-hotels-and-shopping-malls-brace-for-millennial-makeovers/30% of internet traffic is streaming from Netflix.Ayn Rand was wrong. John Galt is not a super-rich venture capitalist who is in an undisclosed location with Dick Cheney – John Galt is a 28 year old with an iphone who’s getting a ride in someone’s Prius he found on Uber to an underground supper club in someone’s apartment in Washington DC; or a 24 year old who needs to learn accounting and is taking Intro to Financial Accounting from Wharton School of Business for free on coursera instead of at night school at UH while she also watches south park reruns on You tube.
“We’re used to how the social web has disrupted media, but that same wave is moving through other industries, driven by startups like Airbnb, Coursera and Uber — and while regulators and entrenched industries are trying to fight it, the trend behind that wave is unstoppable.”Matthew Ingram, Airbnb, Coursera and Uber: The rise of the disruption economy, May 22, 2013, http://www.forbes.com/sites/jmaureenhenderson/2013/05/22/offices-hotels-and-shopping-malls-brace-for-millennial-makeovers/
Lt Col Om Prakash, who trains fighter pilots for the Air Force, says:You should be glad if with your help the new Airman learns their job better than you, not discouraged. You should be proud if your student can one day fly feats beyond your skill, not envious. You should feel the greatest satisfaction if one day your subordinate can do your job better than you ever did, not disparaging. For this is the ultimate in achievement …. The next generation must be more than ready to fill our shoes; they must be ready to run faster in them. Thank you.