1. Bridging the Communication Gap How to Listen and Be Heard, From Facebook to Face-to-Face IEDA FALL CONFERENCE SEPTEMBER 25, 2009 ANTHONY JULIANO

2. In 1987, I had Duran Duran hair

3. A few definitions

4. Formative Years Boomers Gen X Gen Y 1950s 1960s 1970s 2000s 2010s 1980s 1990s

6. Defining Moments

10. Icons

15. Defining Moments

19. Icons

24. Defining Moments

28. Icons

32. How do you feel when communicating outside your generation?

33. Stranded?

34. We’ve always had intergenerational conflict

36. “ 42 percent of all employees say they have experienced intergenerational conflict in the workplace” --Kelly Services, Inc. study, 2008

37. “ Relations among the generations seem to be at a low point. Gen Y thinks Gen X is a bunch of whiners. Gen X sees Gen Y as arrogant and entitled. And everyone thinks the Baby Boomers are self-absorbed workaholics.” --“Gen Y, Gen X and the Baby Boomers: Workplace Generation Wars,” CIO Magazine, Jan. 30, 2008

39. "You can have Gen Y-ers…busy looking at their BlackBerrys. They've got their laptops flipped open, they're engaging in social networking right during the course of a meeting, and you have a boomer rolling their eyes, not understanding it." --Michael Walsh, CEO, LexisNexis U.S. Legal Markets

41. How do we build bridges… instead of burning them?

42. Keys to success

43. 1. Be responsive

45. BUT

47. 2. Be flexible

48. “ It feels normal for Gen Y employees to check in by BlackBerry all weekend as long as they have flexibility during the week.” --Time, Jul. 2007, “What Gen Y Really Wants”

49. “ Everyone including Baby Boomers wants flexibility in their lives…To a Baby Boomer partner/principal/ director, flexibility may mean the occasional day working from home to catch up on personal matters or a work related project.” --Deloitte Human Resources, “Flexibility and Choice”

50. I respect your right to flexibility as long as it does not interfere with me getting my job done.

51. Be flexible How does this extend to communication? What effect would instant messaging have on communication in your workplace? Do those responses differ among different age groups? Why? What if your company took away your desk phone? Do those responses differ among different age groups? Why?

52. 3. Be authentic

54. Be yourself. If you expect that BS will fly with your audience, expect BS in response. Be a human being.

55. 4. Understand the pros and cons of social media

56. THIS IS A TEST

58. C. 5 billion Number of minutes per day spent on ?

59. That’s > 3 million days, EVERY DAY

60. Social media is for real and it’s changing communication—and your business

63. Does social networking inhibit productivity in your workplace?

64. A recent University of Melbourne study showed that people who use the internet for personal reasons at work are about 9% more productive than those who do not.

65. 5. Listen intently

67. Listening is an ACTIVE pursuit.

69. 6. Don’t forget the basics

71. WIIFM?

72. Questions?

73. Thanks! [email_address] (260) 424.3373 If you enjoyed this presentation, please recommend me on