D. Keith Bolton, Director of Human Resources,

Community Living, Inc.

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•Over Confident•Computer Focused•Know More than their Manager•Reject Tradition•Want Instant Responsibility•Want Instant Rewards•Impatient•Pay Me Now•Demands Time Off

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The Generation Gap

This information was taken from a copy of Time Magazine

Year August 15, 1969

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Generations in the Work Force

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Implications for Work Force Planning

We now have a four generation work force consisting of veterans, boomers, generation x and New Millennial (Gen Y)

These generations have given us a puzzle to solve…four generations trying to work together…sometimes clash and misunderstand each other because of different generational identities

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Generational Identity

A generational identity is a state of mind shaped by many events, influences and family values which can be referred to as sign posts.

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Who Are The Players?

Veterans/Traditionalists 1922 - 1945

Baby Boomers 1946 - 1964

Generation X 1965 - 1980

Gen Y/Millennials/Nexter 1981 - 2000

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Basic StatisticsCurrently:

Veterans (1922-1945) 5% of the workforceBoomers (1946-1964) 47% of the workforceGen X (1965-1978) 29% of the workforceGen Y (1979-1991) 19% of the workforce

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Basic Statistics

Gen Y 2014 35% of the workforce

Gen Y 2020 46% of the workforce

Gen Y 2025 75% of the workforce

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Basis Statistics

Missouri Unemployment Rate

2010 9.3% 2011 8.3% 2012 6.9% 2013 6.4% 2014 6.3%

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5 Questions for Boomers, Gen X and Gen YDo you expect constant feedback and

gratification.

What kind of reward do you prefer, a day off, a financial reward or a personal note.

What do you look for in a company?

How long should you stay in a position before switching to a new role?

Is your generation stereotyped?11

Veterans/Traditionalists The youngest in this group is now 68 Born 1922 - 1945 75 million strong Influences on this group:

People: Dr. Spock, Betty Crocker, Charles Lindbergh, Duke Ellington, Franklin D. Roosevelt,

family is important, Mickey Mouse, Flash Gordon, Wheaties, Tarzan, The Lone Ranger, Superman, Patton, Winston Churchill, Audie Murphy, Babe Ruth, Joe DiMaggio

Things: Scarce…..Save for a rainy day, waste not/want not, I can use those scraps of material to

make a quilt, they support United Way, the Red Cross, believed you MUST vote and buy American, Kewpie Dolls

Events: World War I, Pearl Harbor and World War II, Stock Market Crashes, The Great

Depression, The Korean War, The GI Bill, The Silver Screen, Rise of Labor Unions, Golden Age of Radio, Social Security System established, Star Spangled Banner becomes National Anthem

Values: Loyalty, Dedication, Duty, Hard Work, Respect

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Baby Boomers The youngest in this group is now 49 Born 1946 - 1964 80 million strong Influences on this group:

People: Martin Luther King Jr., John Fitzgerald Kennedy, Rosa Parks, Captain Kangaroo, Sky King, The

Monkees, The Beatles, Beaver Cleaver, Richard Nixon, family and friends, John Glenn circles the Earth, Gandhi

Things: Exploding availability of consumer products, Bell Bottom pants, Mood rings, Brooks Brother Suits,

Rolex Watches, Junk Food, Junk Bonds, Television (biggest innovation - 1952: 4 million/1960: 50 million), foreign items are better than American, prestige first, First Nuclear Power Plant. Birth Control Pills Introduced, Slinkys, TV Dinners, Hula Hoops, The Peace Sign, Fall out Shelters

Places: Watergate Hotel, Kent State shootings, Woodstock, Suburbs, Divorce Court, Vietnam, Battered

Women’s Shelters Events:

Vietnam War, Women’s and Civil Rights Movements, OPEC Oil Embargo, The Space Race - First Lunar Landing, Assassinations, the Cold War, JFK and Martin Luther King Jr. were assassinated, the Peace Corp is established and you vote if it’s convenient

Values: Optimistic, Team Work, Achievement, Self Actualization, Youth 13

Generation X The youngest in this group is now 33 Born 1965 - 1980 46 million strong Influences on this group:

Places: Former Soviet Union, Chernobyl, International Space Station, Starbucks, The Internet

Things: Personal Computer is the biggest influence, Cable TV, VCR, Microwaves, Cell Phones, Palm

Pilots, Pagers, Video Games, Fax Machines, Business ethics, items must be cheap, you must vote, Pet Rocks, Platform Shoes

People: Madonna, Bill Clinton, Ted Bundy, Al Bundy, Beavis and Butthead, O.J. Simpson,

Supermodels, Michael Jordan (almost every role model was indicted or exposed - far too human for hero), my family includes my friends, ET

Events: Kids pictures on milk cartons, MADD (Mothers Against Drunk Driving), single parent

households skyrocketed, latch-key kids, AIDS epidemics, Wall Street Frenzy, Downsizing, Fall of Berlin Wall, Persian Gulf War, Habitat for Humanity, Energy Crisis Begins, John Lennon shot and killed, Watergate Scandal

14• Values: Fun, Independence, Informality, Life Balance

Generation Y Also known as the Millennial’s and Nexters The oldest in this group is now 32. The youngest is 13. Born 1981 - 2000 72.9 million strong Influences on this group:

People: Larger than life….Prince William, Chelsea Clinton, Tinky Winky, Leonardo DiCaprio, Barney,

Brittney Spears, Mark McGwire, Serena Williams, Harry Potter, inclusive of diverse people, Bill Gates, Christopher Reeves, Tiger Woods, Princess Diana

Places: Both Virtual and Tangible, Chat Rooms, Dawson’s Creek, 91210, Oklahoma City, Cyber Space to

Outer Space, the environment needs help Technology:

Available to everyone, Cell Phones, Pagers ,Computers - available since babies (second nature), brand names

Events: Directly affected by personal threats stemming from Columbine school violence and gangs.

Personal safety #1 school/work place issue, September 11, heroic efforts vs. supporting United Way, President Clinton and Lewinsky, War on Terror, TV Expansion and Soccer Moms

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• Values: Optimism, Morality, Peer Acceptance, Achievement

Generation Z Also known as “Digital Natives” Oldest in this group is 23, youngest is 4 Born 1991 – 2010 Influences on this group:

Effected by: School shootings, social networking, terrorism, environmental issues, Katnis

Everdeen, The Avengers, President Obama, special effects movies. Facts:

Me generation, unreal reality, don’t talk-just text me, instant minded, impatient, wary of their money, alternate lifestyles and families, independent, ambitious, multi-tasker’s, more business savvy, motivated to serve through volunteerism, politically disengaged, facing toughest economy since the Veterans.

Characteristics: Most ethnically and racially diverse college group in history, special, sheltered,

conventional, strong connection to parents, team oriented, achieving, pressured.

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The Differing View of Generation Y‘Huron High Students Describe Their Dream job’

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•Interior decorator

• Action figure sculpture

• Guy who builds monster statues out of Lego’s

• Joe’s Crab Shack waitress

• Child Psychologist

• Budweiser promotions guy

• Any magazine job

• DJ for MTV

• High school principal

• Advertising

• Talk show host

• Actor

• Designer of jet cars

• Sports agent

•Go-cart attendant

•Computer marketer

• Back up singer/dancer

• Computer engineer

• Pilot

• Wall street broker

• Video game designer

• Fashion designer

• Movie critic

• Supermodel

• Business consultant

• Professional wrestler

• TV anchor person

• Tornado chaser

• Professional assassin

• Deli-counter guy

•Flight attendant

The Differing View of Generation Y‘Huron High Students Share Their Thoughts’

Cool Job’s their parents have:

PlumberTeacherNurseChefYouth Counselor

Jobs to have because of the perks you get:

Auto ExecutiveInternational

BusinessA JudgeThe PopePerformer in

Adult Films18

The Differing View of Generation Y‘Huron High Students Talk About Uncool Jobs’

Routine jobs:Data entry

Unpleasant:Health care jobsPsychologistsExecutionersHigh school teachers

Stressful:Police officerMovie stunt coordinatorPresident of the United

States19

Today in Social Services We Often See:

Boomer LeadershipBoomer and Generation X ManagementBoomer, Generation X and Generation Y

Team Members

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Core Value Comparison

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Veterans Boomers Generation X Generation Y

Self Sacrifice Me Generation Why Me Generation Inclusion (friends)

Works Hard Works Hard Works Hard (but don’t interfere with life)

Opportunities to Grow

I Earned It Entitlement Attitude Tradeoffs Tradeoffs/Patient

Save Money Plays Hard Plans Hard Save Money

Tenacious Instant/Personal Gratification

Pragmatic Civic Duty

Self Disciplined/Saves Money

Spends Hard Saves Money Sociable

Do Your Job Well Personal Growth Focus on Current Job Works as Long as there are Opportunities to Learn

Own a Home Buy the Most House you can Afford

Buy What You Need. Live at Home Until…..

Belief in Government Distrust of Government

Wary of Government Government is What it is.

Belief in Business Pursuit of Personal Goals

Takes Nothing for Granted

Confident and Tech Savvy

Patience – Delayed Rewards

Personal Gratification I Don’t Care What You Think

Optimistic

Prepare for Tomorrow Live Life to the Fullest

Live Life for Today Optimistic

Workplace Value Comparison

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Veterans Boomers Generation X Generation YWork until you drop

Work until you drop and then some

Work Hard to Support Lifestyle

Lifestyle First

Loyal to employer Loyal to employer Career and Professional Loyalty

Loyal to Career Options

Fascinated by technology

Technology challenged (40%)

Technology Savvy (80%)

Lives by Technology

Follow the leader Mission is okay, but not needed

Must have a clear purpose

Must have a mission with actions that fit

Strong chain of command

Chain of command What is a chain of command

Prefers collective work

Authoritarian leadership style

Collegial and consensual leadership

Respect the experiences they have.

Strong structure and strong collegial leadership.

Planned to stay long term

Planned to stay long term

Seek work/life balance

Stay as long as they can learn and grow

Generational Responses to Total Rewards - Benefits

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Veterans Boomers Generation X Generation YNormal retirement Like early

retirementExpect cash balance pension

Pension?

Standard benefits Flexible benefits 401k Plans Time Off

Dependent on organization

Education benefits important

Child Care subsidy Education benefits/time off

Retirement planning is important

Long Term Care options

Non traditional approaches

Non traditional approaches

Valued vacation packages

Elder Care is valued

Support for health/fitness and lifestyle issues

Non traditional approaches

Concern for Long Term care

Child Care as a basic benefit

Recreational activities values

Recreational activities valued

Generational Responses to Total Rewards - Recognition

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Veterans Boomers Generation X Generation Y

Service and longevity awards

Team recognition, promotion

Awards fast and frequent. Not in a group setting

Team awards, time Off awards

Acknowledgment by boss

Acknowledgment by colleagues and boss

Acknowledgment by co-workers

Team acknowledgment

Pins, gifts certificates

Prefers gift options Cash and time off valued

Time off valued

Lifestyle Value Comparison

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Veterans Boomers Generation X Generation YSense of purpose Achievement =

FulfillmentSkeptical of Institutions

Comfortable

Self confident Beliefs in hidden truths

Resourceful – adapts to change

Drives change

Focus on extended family

Left relationships to seek out fulfilling ones

Peer focused Team/Friend focused

Financially and socially conservative

Spends more and saves less

Adaptable to change

Enjoys change

Vacation is reward for hard work

Has a victim attitude

Job focused Free time is the focus

Willing to share knowledge

Wants the real story

Cautious Willing to volunteer

Works to live Lives to work Works to live Enjoys work

Family is their identity

Career is their identity

Work is a means to an end

Focused on a simpler life

Key Differences to Recognize

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Boomers Generation X Generation Y“We can do it as a team” “You can do this…ask if

you need help”“There are multiple things to get done”

“I would love it if you would love it”

“Just do it…….this way” “Lets review what needs to be done”

Like long discussions, meetings

Dislikes meetings…keep discussions brief and to the point

Needs a clear explanation of the purpose and process

Will attend meetings and read memo’s

Voice mail, brief memo, e-mail

Clear bullet-point memo’s, personal contact, team meetings

Recognition means a great deal - wants acceptance and popularity

Dislikes Hype – expects a genuine thank you, private rewards and individual attention

Likes team rewards – recognition for accomplishing agreed upon goals

Technology and the Generations

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Veterans Boomers Generation X Generation Y64% intimidated by technology

57% intimidated by technology

55% intimidated by technology

5% intimidated by technology

Trained in technology on the job

Trained by technology on the job

Trained on technology in the classroom.

Surrounded by technology

Acceptance made easier by positive acceptance by others

Acceptance based on efficiency and productivity

Accepted as standard

Expected as standard

Seeks traditional solutions first

Will seek technology for solutions if believed to be most efficient

Expects technology to be the solution

Technology is the only solution.

Surfs the web if they feel it is safe

Surfs the web for information

Surfs the web for fun

Feels the web is old technology

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0

100

200

300

Yes

Total

YesNoTotal

Are you aware of any intergenerational conflict among employees at your organization?

SHRM Generational Differences Survey Report

What The Other Generations Say About The Veterans

Boomers say:They’re dictatorial, rigid, need to learn

flexibility and adapt better to change, they’re inhibited, technological dinosaurs, narrow

Generation X says:They’re too set in their ways, they’ve got all

the money, jeez…learn to use your email man!

Generation Y says:They are trustworthy, they are good leaders,

they are brave!

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What The Other Generations Say About The Boomers

Generation X says:They’re self righteous, workaholics, too

political, they talk the talk but don’t walk the walk

Generation Y says:They’re cool! They’re up to date on the

music we like, they work too much!Veterans say:

They talk about things they ought to keep private…like the intimate details of their personal lives

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What The Other Generations Say About Gen XGeneration Y says:

Cheer up!Boomers say:

They’re slackers, they’re rude and lack social skills, they spend too much time on the internet and email, they won’t wait their turn

Veterans say:They’re not educated, don’t respect

experience, don’t follow procedures, don’t know what hard work is

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What The Other Generations Say About The Gen Y’s

Generation X says:“Here we go again, another self absorbed

generation”Boomers say:

They’re cute, can do a web page for me, need more discipline from their parents, can set the time on the VCR

Veterans say:They have good manners, they’re smart

little critters, need to toughen up, watch too much TV…with crude language and violence

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Dispelling Myths

Older generations cannot accept/will not accept new technologyYounger generations are not willing to work hardPainted, false nails, tattoo's, and body piercings are indicative of a

non-professional attitudeOlder generations have very little patience, and see little value in

younger generationsThe young in this country is going to ____ in a hand basket!No one wants to work long, hard hours any more!

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ImplicationsFor Organizations:

Have you determined the predominant age cohort in your work force

Does your benefit package acknowledge the different needs of the generations?

How do you communicate benefits or other policies to fit with each generation?

Is recruitment geared to specific generations?Do your retention efforts focus on the different

generations in your workforce?

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ImplicationsFor Managers:

Access the ‘generations’ within your current work teamRecognize their differences and their contributionsRemember not to look at members of our work teams as ‘all the

same’Deliver messages using various methods of communication….no

more ‘one size fits all’Set clear expectations, in terms of performance and behavior -

have everyone on the team help to identify the behaviors that fit with your service’s mission

Make sure to look at the world from a multigenerational perspective

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Retention IssuesBoomers:

Provide excellent mentoring opportunities Recognize individual and collective contributions Identify and voice their value as unique individuals Create harmony in the workplace Name recognition Reward hours, effort and provides perks Point out their value to the organization in specific ways Recognize their struggle to achieve some balance in their lives They will need mentors on new technology Listen closely to their concerns about work environment, worker

safety issues, patient issues Involve them in testing new approaches to safe care Help them tell their ‘good war stories’

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Retention IssuesGeneration X:

Provide excellent, easily accessible training for new roles and skills Encourage their independent spirit and work Provide direct feedback Do NOT micro-manage Recognize balance as a critical factor in their lives Give them state of the art technology Stress self-development Recognize that they are going to make career and job

changes….help them see the opportunities with you! Encourage their interest in technology to assist others Help them with people skills - consider mentoring programs, in

addition to a preceptor Point out the steps to follow to be safe Encourage practice….it does make ‘perfect’

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Retention IssuesGeneration Y:

Demonstrate ways to achieve and grow Support teamwork and collaboration within and between departments Listen to them…..a lot! Be competitive in pay and benefits Allow them to speak up and take part if projects Avoid any semblance of ‘you have to pay your dues’….corporate

politics are a major turnoff Encourage questioning status quo….engage them in meaningful

improvement efforts Value their total acceptance of diversity Discuss the mission and how you are making it come alive in their

work Help them to connect with other generations Focus on recognizing team accomplishments Enlist their optimism and altruism to balance others in the team Use their expert technology skills/awareness to help others 38

Key Factors in Retention Across All Generations

Communication is key!Talk with me - tell me the good and the badWork with me - lend me a hand when we’re

busy….don’t just set in your officeStand up for me - when the chips are downKnow who I am - know something about me as a personBe with me - share a cup of coffee, let’s eat together,

department eventsHelp me grow - crave professional developmentDo make me laugh - humor and laughter are important

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5 Questions for Boomers, Gen x and Gen YDo you expect constant feedback and

gratification.

Boomers – Every generation wants constant feedback

Gen X – We like frequent feedback

Gen Y – We love it! It helps us improve and succeed

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5 Questions for Boomers, Gen X and Gen YWhat kind of reward do you prefer? A day off,

a financial reward of a personal note?

Boomers – Personal note

Gen X – While everyone loves financial rewards, personal notes are often more realistic and just as valuable

Gen Y – Personal note

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5 Questions for Boomers, Gen X and Gen YWhat do you look for in a company?

Boomers – Company culture

Gen X – Challenging work and flexibility to move around

Gen Y – Strong company mission and values

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5 Questions for Boomers, Gen X and Gen YHow long should you stay in a position before

switching to a new role?

Boomers – 3 years (if the role is a good fit)

Gen X - Until the work is no longer challenging

Gen Y – Until the work is no longer challenging

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5 Questions for Boomers, Gen X and Gen YIs your generation stereotyped?

Boomers – We use to call the more experienced generation “old dinosaurs”, But we don’t feel this stereotype today

Gen X – Gen Y and Gen X are often perceived a not willing to pay our dues

Gen Y – We are seen as un-loyal or uncommitted to a company

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Approaches to Managing an Intergenerational Work Force

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Very Successful

Moderately Successful

Slightly Successful

Not Successful

N/A

Communicating information in multiple ways

65% 29% 6% - 2%

Collaborative discussions, problem -solving

37% 49% 14% 1% 2%

Training managers on generational issues

37% 40% 20% 3% 17%

Team building activities

31% 47% 20% 2% 6%

Different types of training

29% 47% 20% 4% 8%

Mentoring programs

27% 37% 29% 7% 13%

Training on diverse workforce

22% 47% 27% 4% 21%

So…..How Do We Manage This Diverse Work Force?

Recognize the uniqueness of each generation

Ask the right questions Invest in good people from each generation Value their differences!

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ResourcesUnderstanding the Generations: Implications for Work Force Planning,

Tomorrow’s Work Force, VHA, www.vha.org., 2003Generational Differences, SHRM Research, August, 2004Leadership Styles Series Part II: Generational Differences, Society of

Human Resources Management, www.SHRM.org, 2004HR Commission Monograph on the Workforce for the New Millennium -

ASHHRA, www.ashhra.org., 2002When Generations Collide: Lynn Lancaster and David Stillman; 2002HR Development Day, BJC Healthcare, March, 2005Managing a Multigenerational RN Workforce, The Advisory Board

Company, Washington, D.C., 2002Generations at Work, Ron Zemke, Claire Raines, Bob Filipczak, 2000NBC, 2014Forbes 2014, SAP 2014 47