| Intergenerational
Miscommunication in the Workplace
by Kate Wildrick
Monster Contributing Writer
Every generation has been grumbling
about the same thing for eons: The younger generation.
Here's a sampling of what some of the complaints
in the workplace might sound like these days:
* "Used to be that when I
needed something done, I'd ask someone face-to-face."
* "I remember the days when people started
a conversation, they finished the conversation."
* "Once upon a time, people would come talk
to me rather than shoot me an instant message."
Frustration with Younger Coworkers
Many professionals feel there is
acute tension between generations. "I hired
a recruiter who is 28 years old," explains
one 45-year-old senior HR generalist from the Pacific
Northwest. "Since arriving, my colleagues and
I have noticed that he frequently bypasses the chain
of command to do what he thinks needs to be done.
Although we meet with him to discuss the importance
of communicating regularly through the proper channels,
it's as if he just doesn't get it.... Oftentimes,
he'll up and leave right in the middle of a discussion
after coming to me for information. It's like he's
got what he needed out of the meeting and leaves,
because he doesn't see a need to be there anymore.
What he doesn't see is how insulted I feel by him
leaving like that."
Indeed, those in their 30s and
older can find their younger counterparts frustrating
to deal with. These more seasoned workers often
lament younger workers' tendency to be curt, blunt,
irreverent and impersonal.
Too Much Information
But the tension between generations
goes both ways. David Chermak is a 31 year-old cost
accountant. Working in the manufacturing industry,
he reports that his team, comprised of Baby Boomers,
has a tendency to "overexplain" concepts
when troubleshooting issues.
"Even very specific questions
seem to require long, drawn-out answers," laments
Chermak. "It is like asking a cook if there
is rosemary in the chicken, and the answer not only
encompasses the entire recipe but also what store
has the best price on chicken, why white meat is
better than dark, and explains how buying locally
produced food saves fossil fuels -- oh and yes,
there is rosemary."
Our workplaces are changing. Technology
has revolutionized the workplace. The younger generation,
particularly Generation Y (born 1977 to 1989), thrives
in a fast-paced technological world. They grew up
with nanny cams, cell phones, video games, voice
mail, PCs and the Internet. Their constant exposure
to technology has even caused some to speculate
that their brains have developed differently. The
familiarity of so many different technological media
has enabled them to process a huge amount of information
in a short amount of time. Sometimes referred to
as the "CNN Generation," this group of
workers often only want bits and pieces of information
-- the parts important to them -- to accomplish
their tasks. In some circumstances, these individuals
may never have learned effective face-to-face interpersonal
communication skills, due to the fact that so much
of their social interaction has been over instant/text
messaging, cell phones and email.
Adapting to a Project-Based Workplace
As technology continues to be integrated
into the workplace, outside factors also are impacting
the way generations communicate. In the "Generational
Shift, What We Saw at the Workplace Revolution"
whitepaper released by Rainmakerthinking in 2003,
one of the primary findings was that the employer-employee
relationship has become more project-based, as opposed
to the traditional chain-of-command structure. This
phenomenon resulted from the mass layoffs, downsizings
and offshoring that occurred in the 1990s. As businesses
stepped into a more volatile global economy, they
adopted the do-more-with-less mantra and began using
a more short-term approach to managing business.
Effective communication is imperative as businesses
shift to this new fast-paced paradigm. Striking
a balance with both generations can be difficult.
Younger generations are geared to working in a fast-paced
environment and getting information on a whim. Short,
abrupt communication may occur and leave out important
details that others may need to know in order to
provide adequate responses. Older generations may
overinform, causing confusion or extra work in sifting
out pertinent information.
There is no doubt that words, actions
and sometimes behavior can be misconstrued in the
workplace and even across generations. Business
and human resources professionals need to be able
to recognize how these changes are impacting the
work environment and the relationships within them.
Understanding what makes each generation unique
is only one piece of the puzzle when it comes to
managing employees.
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