susan darring, cpp [email protected]. 2 biography susan darring, cpp director of payroll tax...
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Susan Darring, [email protected]
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Susan Darring, CPPDirector of Payroll Tax Compliance, Xerox Business
Past-President, Chicago APA Chapter Past-President, American Payroll AssociationBoard Member of APA (Current Board role is Corporate Member Advisor)APA Speaker for 30 Years
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Trends in the Workplace Inclusion Generational Influences/Differences Millennials at Work Team Dynamics Building Positive Relationships within your
cross-generational team
Enhanced…RecruitingRetentionEngagementProductivityCustomer SatisfactionClient RetentionTeam member relations
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Trends…Changes in TechnologyDiffering team member skill sets, knowledge & experienceBaby Boomers retiringShrinking Labor MarketChanging demographicsGlobalizationRecruiting older workersBenefits
Intercultural competence is the “how”
Intercultural Competence is recognizing and understanding differences; adapting our thinking and behavior; communicating and effectively interacting with people across all differences and generations.
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Generation Time frame Age
Traditionalists/
Veterans/Pre-Boomers
Born before 194659 million people
<70
Baby Boomers Born between 1946–196476 million people
52-70
Generation X
Gen X
Born between 1965–197950 million people
36-51
Millennials
Gen Y
Born between 1980–199975 million people
15-35
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and subtitles
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GENERATION INFLUENCES TRAITS
TRADITIONALISTS:
Born prior to 1946
The Great Depression, the New Deal, World War II, the GI Bill, the ColdWar, Pearl Harbor
Patriotic, loyal, desiring to leave a legacy, fiscally conservative, faith in institutions
BABY BOOMERS:
Born 1946–1964
Booming birthrate, economic prosperity, recession, Vietnam, expansion of suburbia, anti-war protests, Watergate, women’s and civil rights movements, sex, drugs, and rock ‘n ’ roll, oil embargo, political assassination
Competitive, questioners of authority, eager to put their own stamp on institutions, sandwiched, optimistic
GENERATION XERS:
Born 1965–1979
Sesame Street, MTV, personal computer, divorce, Title IX, AIDS, crack cocaine, missing children on milk cartons
Eclectic, resourceful, self-reliant, skeptical of institutions, highly adaptive, independent
MILLENNIALS:
Born 1980–1999
Terrorism, expansion of technology and the media, mixed economy, violence, global climate change
Diverse, cyber-literate, media savvy, realistic, environmentally conscious, collaborative
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Wants◦ Want others to respect them
and value their expertise, which was gained over time and through experience
Preferences◦ Hierarchy—respect authority,
even sometimes when it frustrates them
◦ More formal communications
◦ Spelled out roles and responsibilities
◦ Clear directions; discipline
◦ Conformity; follow rules
◦ Consistency & uniformity
Workplace Behaviors◦ Avoid challenging the system◦ Maintain dedication to a job,
once they take it; stable◦ Can lack technological savvy ◦ Engage in face to face
communications◦ Disciplined and hard working◦ Dressed for success◦ Don’t mind receiving
information on a need to know basis
◦ Detail oriented◦ Reluctant to buck the system◦ Uncomfortable with conflict
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Wants◦ Want to change the world and
the workplace to suit their needs—including government policy and consumer products
◦ Want to please everyone
Preferences◦ Prefer the process of getting
things done, sometimes to the detriment of achieving results
◦ Prefer convenience and immediate gratification versus delayed gratification
Workplace Behaviors◦ Work is their life◦ Live to work—put in long work hours
(invented 60hr work week)◦ Driven—willing to “go the extra mile”◦ Teamwork, want to please◦ Good at Relationships (but not
necessarily across difference)◦ Huge sacrifices to succeed◦ Recognition: Motivated by a corner office
and a good title◦ Challenge authority; want to change the
establishment◦ May put process ahead of result◦ Judgmental of those who see things
differently
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Wants◦ Want to be independent and
self-reliant
Preferences◦ Prefer not to make long term
commitments to companies◦ Prefer full package of
workplace benefits that allow for balance—not just more money
◦ What needs to be done versus “how to” do it
◦ Freedom to make decisions◦ Work to live, not live to work
Workplace Behaviors◦ Work/Life balance
◦ Informality
◦ Adaptable; creative
◦ Techno-literate
◦ Independent
◦ Not intimidated by Authority—don’t automatically give respect to authority in the workplace
◦ Will speak up for themselves
◦ Comparison shop during interviews—looking for best salary, benefits, work/life balance, and raises
◦ Skeptical of the “establishment”
◦ Dislike being micro-managed
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Wants◦ Want to live in the moment
Preferences◦ Prefer to be optimistic about
life
◦ Prefer to earn money and consume it immediately
◦ Collective Action
◦ Flexibility
◦ Diversity
◦ Technological solutions
Workplace Behaviors◦ Technologically Savvy
◦ Multi-taskers
◦ Inexperienced with handling difficult people and issues
◦ Demonstrate respect only after they are treated with respect
◦ Skeptical—question everything; that’s how they grew up
◦ Have a need for supervision and structure
◦ Work is a means to support social life
◦ Mobile – can work anywhere
◦ Loyal to people – not to companies
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Born between 1980 to 1999
Millennial generation as large as the Baby Boom
Charged with potential
Current and FUTURE LEADERS
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Vicariously called:
◦Internet Generation◦Echo Boomers◦Boomlet◦Nexters◦Generation Y◦Nintendo Generation◦Digital Generation◦In Canada: the Sunshine Generation
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Never known life without the Internet◦ 97% own a computer ◦ 94% own a cell phone ◦ 76% use Instant Messaging and social
networking sites. ◦ 15% of IM users are logged on 24 hours a day/7
days a week ◦ 34% use websites as their primary source of
news
Reynol Junco and Jeanna Mastrodicasa found that in a survey of 7,705 college students in the US
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28% author a blog and 44% read blogs 97% have downloaded music and other
media using peer-to-peer file sharing 49% regularly download music and other
media using peer-to-peer file sharing 75% of college students have a Facebook
account 60% own some type of portable music
and/or video device such as an iPod.
Reynol Junco and Jeanna Mastrodicasa found that in a survey of 7,705 college students in the US
18Diane Thielfoldt and Devon Scheef
Generation X Millennials
Born 1965-1976 51 million
Born 1977 – 1998 75 million
Accept diversity Pragmatic/practical
Self-reliant/individualistic Reject rules
Killer life Mistrust institutions
PC Use technology
Multitask Latch-key kids
Friend-not family
Celebrate diversity Optimistic/realistic
Self-inventive/individualistic Rewrite the rules
Killer lifestyle Irrelevance of institutions
Internet Assume technology
Multitask fast Nurtured
Friends = family
Mentoring Do’s · Casual, friendly work
environment · Involvement
· Flexibility and freedom · A place to learn
Mentoring Do’s · Structured, supportive work
environment · Personalized work
· Interactive relationship · Be prepared for demands, high
expectations
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Events that happened during their formative ages:◦ Women’s lib◦ Energy crisis◦ Watergate Scandal◦ Challenge disaster◦ John Lennon shot◦ Rodney King beating
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Events that happened during their formative ages:◦ Terrorism◦ OJ Simpson verdict◦ Columbine◦ Globalism◦ Clinton scandals◦ Y2K
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Generations Career Goals Balance Feedback
TraditionalistBorn 1900-1945
Build a legacy Support me in shifting the balance
No news is good news
Baby Boomers
Born 1946-1964
Build a stellar career
Help me balance everyone else and find meaning myself.
Once a year, with lots of documentation
Generation XersBorn 1965-1980
Build a portable career
Give me balance now, not when I'm sixty-five.
Sorry to interrupt, but how am I doing?
Millennials Born 1981-1998
Build parallel careers
Work isn't everything; flexibility to balance my activities is.
Feedback whenever I want it at the push of a button
From: Susan M. Heathfield
Common birth range Shared place in history Common experience Features cross gender, racial, ethnic lines Retain attitudes independently of their
biological age Generations DO NOT define individuals.
Rather they are a public reference point for individuals within the generation.
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Chronological Age
Generational Age
Life Events Age
Organizational Age
Occupational Age
Relative Age
Social Age
Physical Age
Source: Sloan Center on Aging & Work, Boston College
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Traditionalists Boomers
Gen X Millennials
Which generation (other than your own) do you most relate to and why?
Which generation do you have the most difficult time communicating with, and why?
What do you think is most misunderstood about your generation, and why?
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Goal of Understanding:“Focus on the strengths of
each generation so you can work better
together!!”
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TTYL – Talk to You Later BI5 – Back in Five ADIP – Another Day in Paradise AEAP – As Early As Possible P911 – Parent Alert 9 - Parent is Watching PAL – Parents are Listening 99 - Parents no longer Watching LOL – Laughing Out Loud
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The majority of the expressions you see above are not acronyms, but rather shorthand used while text messaging or IMing.
BTW: If you ever see someone TYPING AN ENTIRE SENTENCE IN ALL CAPITAL LETTERS that means SHOUTING! It is not proper netiquette to TYPE IN ALL CAPS (even in email), in fact, it's annoying. People with limited eyesight may use all caps to see the words better, but otherwise, TURN THE CAPS LOCK OFF, unless you're using an acronym or shorthand.
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The longer and harder I work, the more successful I will be. I try to beat my boss to the office and try to be the one walking out last every evening. It puzzles me to hear someone is “working from home” or from an “alternate location.” It’s hard to team up with these folks when they are not there. How can we go the extra mile if they aren’t around to figure that out?
Which generation would be most likely to make this statement?
a)Traditionalist b) Boomer
b)Gen X d) Millennial
Adapted from Motivating the ‘What’s in it for me’ Workforce by Cam Marston. Copyright 2007.
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Sometimes I get tired of hearing the word loyalty. I think people who have a lot of power like to throw that word down on the people who don’t. Look at the record. Look at the people who were supposed to have long careers and big pensions – and got unemployment and Social Security instead.
Which generation would be most likely to make this statement?
a)Traditionalist b) Boomer
b)Gen X d) Millennial
Adapted from Motivating the ‘What’s in it for me’ Workforce by Cam Marston. Copyright 2007.
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Yeah, I’m back living with Mom & Dad while I figure out if I like this company and my new job. They both tell me “Go out and find a good job that makes you happy.” I’m really good at what I do and have a general idea of what makes me happy. I hope my boss is a good coach. Otherwise, I may have to quit on her.
Which generation would be most likely to make this statement?
a)Traditionalist b) Boomer
b)Gen X d) Millennial
Adapted from Motivating the ‘What’s in it for me’ Workforce by Cam Marston. Copyright 2007.
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Congratulations! You have a job here. The Company thinks you will be a good fit. We hope you will do well and make this organization proud. You’ll need to follow the rules, learn to fit in, and stay in line. Good luck.
Which generation would be most likely to make this statement?
a)Traditionalist b) Boomer
b)Gen X d) Millennial
Adapted from Motivating the ‘What’s in it for me’ Workforce by Cam Marston. Copyright 2007.
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Traditionalists Baby Boomers Generation X Millennials
How to motivate
them
EXPERIENCE: Tell them their experience is respected & valued. Acknowledge their tacit and historical knowledge.
QUALITY: Show appreciation for the quality of their work – letting them know its valued and needed.
SELF RELIANCE and FLEXIBILITY: Empower them. Encourage innovation. Provide challenges/opportunity.
FLEXIBILITY and NETWORKING: Provide opportunities to network and work with people outside your team.
How to communicate
with them
USE FORMALITY:
Schedule meetings, send memos. Provide feedback in writing. Be direct.
BE DIPLOMATIC: Build consensus. Be balanced in feedback to them. (e.g. Use the 3+/3- approach)
BE CANDID and EFFICIENT.
Informal feedback is welcomed, but be efficient and candid in your delivery. (e.g. use the 3+/3- approach)
BE POSITIVE: Use technology. Communicate frequently. Provide the big picture. They utilize their networks for info, so send consistent messages.
How to develop them
FORMAL DIRECTION: Show them, Tell them. Provide written materials and lecture.
INTERACTION:
Engage them in consensus building and collaboration.
INDEPENDENCE: Provide big picture and allow them to work independently. Challenge them.
EXPERIENTIAL: Allow leaderless teams. Use multimedia. Encourage mobility, collaboration and networking.
How to leverage
their strengths
Focus on their Loyalty, trustworthiness.
Focus on their corporate savvy and willingness to go the extra mile.
Focus on their efficiency and adaptability.
Leverage their Global mindedness, multitasking, technological savvy.
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Traditionalists Baby Boomers Generation X Millennials
How to address potential derailers
They can be perceived as rigid. Help them to increase flexibility (in approach, thought) and be less hierarchical (e.g. assign them to multilevel teams).
They can be perceived as workaholics (negatively). Be a positive role model. Emphasize multi-dimensional performance metrics.
They can be perceived as stressed or negative. Demonstrate and communicate your support of work life management to reduce stress. Provide mentors.
They can be perceived as lacking respect for “protocol” (e.g. expecting quick success) Coach and mentor around the “unwritten rules” of corporate life. (e.g. corporate protocol)
How to retain them
Consider flexible work options (e.g. part-time, reduced hours, etc.)
Relative to other generations, retention is less of an issue. Provide stability and security.
Provide them with flexible work options (informal and formal) and opportunities to work on projects and assignments.
Ensure they have mobility/opportunity every 2 yrs or so and provide for informal flexibility.
How to recruit them
Use sources that tap into this generation (e.g. alumni networks, veterans). Provide flexible work options.
Promote/market culture of excellence, quality and commitment.
Be prepared and willing to discuss potential career paths and opportunities for development. Be prepared and willing to discuss flexible work options.
They will have researched company thoroughly. Show them you know something about them as well. Check out MySpace or YouTube. (See Gen X as well.)
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Traditionalists
Acknowledge experience and expertise
Ask them to mentor
Discuss how their contributions affect the organization
Develop long-term goals & relationships
Focus on the personal touch
Baby Boomers
Emphasize service orientation
Encourage risk-taking
Bring optimism, heart, and humanity to work
Show how they are making significant contributions
Assign challenging projects including process improvements
Communicate in person
Help them find fulfillment and purpose
Generation X
Do not micromanage
Give candid, timely feedback
Encourage informal, open communication
Use technology to communicate
Provide learning opportunities, particularly leadership development
Encourage an entrepreneurial spirit
Encourage creative problem-solving, innovation
Value critical thinking
Provide ongoing feedback
Millennials
Communicate clear objectives/expectations
Emphasize team work & goals
Use technology to deliver information
Assign work that is interesting, meaningful and important
Provide ongoing feedback
Create a diverse & inclusive environment
Flexible work
Focus on development opportunities, mentoring, & coaching
Provide stretch assignments & new projects
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Traditionalists
Recognize in front of their peers
Recognize them for their loyalty, hard work, experience and wisdom
Use a personal touch for recognizing – hand written thank you notes
Feedback can be minimal and very formal; subtle
Feedback not expected, “No news is good news”
Need to hear positive feedback or they may feel forgotten
Baby Boomers
Give them feedback in front of others – recognition
Let them know they are important in the process, valued and make a difference
Give them perks
Reward their work ethic and long hours
Formal feedback once a year
“Important to our success”
“We need you” “You’re valued here”
Generation X
Incorporate more onetime bonuses, non-cash awards, and long-term salary increases
Give them new challenges/projects – often
Teach them new skills – often
Performance evaluations must be frequent, accurate, specific, and timely – constant feedback
Value their work-to-life balance – time off, flex-time, and have a more flexible workplace
“Do it your way”
Millennials
Allow for flexible work schedules
Performance evaluations must be frequent, accurate, specific, and timely
Provide positive reinforcement
Incorporate more onetime bonuses, non-cash awards, and long-term salary increases
Recognize more often – value their presence
Appreciate their creativity
Give them quick and easy tangible rewards (gift certificates)
Keep them challenged and learning new skills – often/training
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1.Not meeting their high expectations
2.Discounting their ideas or lack of experience
3.Allowing negativity
4.Feeling threatened by their technical know-how
5.Not listening to their thoughts and ideas
6.Boring them
Generations at Work: Managing Millenials.com
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Clear goals Operate in an informal environment Each member has a role Disagreements are civilized Team consensus or unity on decisions Open communication Diversity within the team
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DON’T
◦Underestimate
◦Dampen enthusiasm DO
◦Encourage
◦Mentor
◦Learn from them
Generations at Work: Managing Millenials.com
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Get ready…
we now are approaching having five generations in the workplace and every generation has unique traits that they bring to work. In order to get along, be productive and avoid conflict we need to respect and understand all the generations we spend time at work with.The youngest generation – GenEdge/Generation 9/11 (born prior to 1990 – 24 years old) has only seen the world through the prism of the 9/11 tragedy. They have grown up with war and uncertainty and tend to view the world through that lens. They see the world with less optimism then many of the other generations.
71% of teens would consider giving up their dream job for one that paid a higher salaryNearly half of children between the ages of 8-12 are on Facebook even though the LEGAL age to sign up for Facebook is 13Half of teenagers say they are more comfortable talking to people online than in real lifeThe biggest concern for teenagers about their future is if there will be jobs for them when they graduateTalking on social networks has surpassed talking on the phone or via emailTeens between the ages of 13-19 wield about $200 billion in spending power87% of teens are “friends” with their parents on Facebook
Sources: “Gen Z Digital in Their DNA: JWTintelligence”, Junior Achievement and the ING Foundation
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Books◦ “The 2020 Workplace” by Jeanne C. Meister & Karie Willyerd◦ “Generations at Work” by Ron Zemke, Claire Raines, & Bob
Filipczak◦ “The Greatest Generation” by Tom Brokaw◦ “When Generations Collide” by C. Lynne Lancaster & David
Stillman◦ “Managing Generation X” by Bruce Tulgan◦ “Motivating the ‘What's In It For Me’ Workforce: Manage
Across the Generational Divide and Increase Profits” by Cam Marston
Websites◦ www.generationsatwork.com◦ http://www.radiolovers.com/pages/gunsmoke.htm
Other◦ 2012. BridgeWorks. Lynne Lancaster, David Stillman and Kim Lear.