Understanding Each Understanding Each Other and Working Other and Working

Together, Together, Multigenerational Multigenerational

Health TeamsHealth Teams

Karen Dunlop RN BN LLBKaren Dunlop RN BN LLB

May 2007May 2007

The world is changingThe world is changing

• Pluto is no longer a planet!Pluto is no longer a planet!

And so are we…And so are we…

Multigenerational Multigenerational WorkforceWorkforce

• Today there are at least three and Today there are at least three and sometimes four generations working sometimes four generations working together in the workplace. together in the workplace. – Veterans, born before 1945Veterans, born before 1945– Baby Boomers, born 1946-1964Baby Boomers, born 1946-1964– Generation X, born 1965-1980Generation X, born 1965-1980– Millennial, born after 1980Millennial, born after 1980

• Boychuck Duchscher J.E., Cowin L., Multigenerational Nurses in the Boychuck Duchscher J.E., Cowin L., Multigenerational Nurses in the Workplace, JONA Vol. 34, No. 11, pp. 493-501, 2004.Workplace, JONA Vol. 34, No. 11, pp. 493-501, 2004.

The Veterans, born The Veterans, born before 1945before 1945

• Born into conservative, Born into conservative, overprotective, two parent, one overprotective, two parent, one income households; as children, were income households; as children, were “seen and not heard”.“seen and not heard”.

• Rules were clear, authority clearer.Rules were clear, authority clearer.• Heroes had clear unarguable and Heroes had clear unarguable and

great purposes such as saving the great purposes such as saving the world.world.

• Born into the Industrial age.Born into the Industrial age.

Veterans’ Work EthicVeterans’ Work Ethic

• Aspired to and expected life long Aspired to and expected life long single employer career.single employer career.

• Diversity was uncommon. Diversity was uncommon. • Future was predictable. Roles were Future was predictable. Roles were

clear and traditional.clear and traditional.• Fiscally prudent or frugal. Fiscally prudent or frugal. • Value organizational loyalty, Value organizational loyalty,

discipline, teamwork, pay your dues.discipline, teamwork, pay your dues.

Veterans’ Work EthicVeterans’ Work Ethic

• Value history and experience.Value history and experience.• Comfortable with chain of command. Comfortable with chain of command.

Believe in central command and control.Believe in central command and control.• Expect professional managers in a Expect professional managers in a

hierarchical structure, who hierarchical structure, who communicate formally and officially in a communicate formally and officially in a proper manner.proper manner.

• Want formal recognition, symbols of Want formal recognition, symbols of prestige and status. prestige and status.

Coaching VeteransCoaching Veterans

• Acknowledge their knowledge and Acknowledge their knowledge and experience. experience.

• Use one-to-one face to face meetings; Use one-to-one face to face meetings; formal feedback, recognition and formal feedback, recognition and communication mechanisms.communication mechanisms.

• Acknowledge their long service.Acknowledge their long service.• Teach them about evidence based practice, Teach them about evidence based practice,

research, new models of care, shared research, new models of care, shared leadership.leadership.

• Encourage them to express views, question Encourage them to express views, question decisions if they see a problem.decisions if they see a problem.

Baby BoomersBaby Boomers

• Comprise at least 55% of the workforce.Comprise at least 55% of the workforce.• ““Me” generation. Me” generation. • Raised in nuclear traditional families.Raised in nuclear traditional families.• Spirit of rebelliousness and idealism.Spirit of rebelliousness and idealism.• Learned to challenge authority and value Learned to challenge authority and value

those who questioned the status quo.those who questioned the status quo.• Equate work with self-worth, and personal Equate work with self-worth, and personal

fulfillment.fulfillment.

Baby BoomersBaby Boomers

• Strong work ethic.Strong work ethic.• Invented the word “workaholic”.Invented the word “workaholic”.• Competitive, strong willed.Competitive, strong willed.• Desire but did not achieve work-life Desire but did not achieve work-life

balance.balance.• Will work longer than traditional Will work longer than traditional

cohorts.cohorts.

Baby Boomers’ Work Baby Boomers’ Work EthicEthic

• Want to work in organizations that are Want to work in organizations that are democratic, humane, caring and have democratic, humane, caring and have a positive effect on the world.a positive effect on the world.

• Value a manager who knows them Value a manager who knows them personally and treats them as a peer.personally and treats them as a peer.

• Expect their individual achievements Expect their individual achievements and contributions to be acknowledged.and contributions to be acknowledged.

• Value a strong work ethic.Value a strong work ethic.

Coaching Baby BoomersCoaching Baby Boomers

• Recognize their achievements with Recognize their achievements with formal status symbols and titles.formal status symbols and titles.

• Peer to peer coaching situations. Peer to peer coaching situations. • Recognize with perks.Recognize with perks.• Understand they are a stressed Understand they are a stressed

“Sandwich generation”.“Sandwich generation”.• Provide organizational supports, Provide organizational supports,

stress management resources and stress management resources and continuing education.continuing education.

Generation XGeneration X

• Raised in dual income or single parent Raised in dual income or single parent households of ethnically or culturally households of ethnically or culturally diverse parents, in an adult orientated diverse parents, in an adult orientated society.society.

• Under protected, latchkey kids.Under protected, latchkey kids.• Self-reliant, resourceful, technologically Self-reliant, resourceful, technologically

savvy.savvy.• Born in the Information Age.Born in the Information Age.• Saw their workaholic parents get Saw their workaholic parents get

downsized.downsized.

Generation XGeneration X

• Described as alienated, skeptical, cynical, Described as alienated, skeptical, cynical, nonconformist and radically nonconformist and radically individualistic. individualistic.

• Grew up with Sesame Street and Grew up with Sesame Street and computers in the classroom. computers in the classroom.

• Learned to be self-reliant and turned to Learned to be self-reliant and turned to friends to fill the gap from absent parents.friends to fill the gap from absent parents.

• Pragmatic, outcome focused, independent.Pragmatic, outcome focused, independent.• No faith in institutions.No faith in institutions.

Generation X Work EthicGeneration X Work Ethic

• Want to work independently on outcomes.Want to work independently on outcomes.• Want opportunities for professional Want opportunities for professional

growth.growth.• Are committed to their profession, not Are committed to their profession, not

their employer.their employer.• Value “employability”, not long term Value “employability”, not long term

employment.employment.• See work is a job.See work is a job.• Have a “free agent” mentalityHave a “free agent” mentality

Generation X Work EthicGeneration X Work Ethic

• Focused on information rather than Focused on information rather than personal experience. Want facts over personal experience. Want facts over emotion.emotion.

• Expect immediate feedback and success.Expect immediate feedback and success.• Less willing to make sacrifices for the Less willing to make sacrifices for the

greater good (not part of it).greater good (not part of it).• Are not interested in process, Are not interested in process,

committees that don’t accomplish committees that don’t accomplish anything.anything.

Coaching Gen XersCoaching Gen Xers

• Give them a task and leave them alone. Give them a task and leave them alone. • Provide opportunities to grow professionally.Provide opportunities to grow professionally.• Provide technological resources e.g. internetProvide technological resources e.g. internet• Allow them to learn by doing e.g. role Allow them to learn by doing e.g. role

playingplaying• Listen to their input and feedback.Listen to their input and feedback.• Deemphasize bureaucratic obstacles.Deemphasize bureaucratic obstacles.• Respect their value for work life balance.Respect their value for work life balance.• Recognize them on the basis of merit.Recognize them on the basis of merit.

MillennialMillennial

• The second largest demographic cohort, The second largest demographic cohort, after their parents, the Baby Boomers.after their parents, the Baby Boomers.

• Born into multicultural, biracial parents, Born into multicultural, biracial parents, many in single parent households.many in single parent households.

• Optimistic, goal orientated, educated, Optimistic, goal orientated, educated, ambitious, confident, technologically ambitious, confident, technologically sophisticated.sophisticated.

• Accept that the world is a global economy.Accept that the world is a global economy.• Understand multiculturalism as a way of Understand multiculturalism as a way of

life.life.

MillennialMillennial

• Respect authority, hard earned Respect authority, hard earned achievement, hierarchy and teams. achievement, hierarchy and teams. Morally grounded.Morally grounded.

• Similar to Veterans in sociopolitical Similar to Veterans in sociopolitical attributes and work ethic.attributes and work ethic.

• Share the Veterans traditional values, Share the Veterans traditional values, respect for heroes that accomplish great respect for heroes that accomplish great things e.g. 9/11things e.g. 9/11

• Considered generous, sociable, practical Considered generous, sociable, practical and morally convicted. and morally convicted.

Millenials’s Work EthicMillenials’s Work Ethic

• Expect work-life balance.Expect work-life balance.• Expect mutual respect, support, Expect mutual respect, support,

commitment and trust.commitment and trust.• Like working in teams.Like working in teams.• Tolerant, loyal, motivatedTolerant, loyal, motivated• Have career plans and paths.Have career plans and paths.

Millenials’s Work EthicMillenials’s Work Ethic

• Change is inherent in their lives.Change is inherent in their lives.• Multitask easily.Multitask easily.• Technologically confident.Technologically confident.• May have limited social and personal May have limited social and personal

interaction skills.interaction skills.• May have limited clinical or practical May have limited clinical or practical

experience.experience.• Outspoken.Outspoken.

Coaching MillennialCoaching Millennial

• Want information, education, Want information, education, communication and lots of feedback.communication and lots of feedback.

• Want a leader who has a vision, can Want a leader who has a vision, can communicate, is honest, has integrity, communicate, is honest, has integrity, can motivate others, is knowledgeable can motivate others, is knowledgeable and supportive.and supportive.

• Want lots and lots of coaching and Want lots and lots of coaching and mentoring.mentoring.

• Expect structure, guidance and Expect structure, guidance and extensive orientation.extensive orientation.

Coaching MillennialCoaching Millennial

• They want to be involved in decision They want to be involved in decision making and implementation of new making and implementation of new practices.practices.

• They have little patience for a lack of They have little patience for a lack of resources, rigidity, or blind insistence resources, rigidity, or blind insistence on doing things “the way they have on doing things “the way they have always been done”. always been done”.

• They want to learn from experience They want to learn from experience but not be burdened by it.but not be burdened by it.

Technology has flipped Technology has flipped traditional hierarchy of traditional hierarchy of

knowledgeknowledge• Younger generations know more Younger generations know more

about technology.about technology.

Stress in the workplaceStress in the workplace

The #1 issue in health The #1 issue in health care today:care today:

• Recruitment and retention (health Recruitment and retention (health human resources).human resources).

• Ours is an aging workforce.Ours is an aging workforce.• Boomers poised to retire.Boomers poised to retire.• We are not educating, hiring or We are not educating, hiring or

retaining enough nurses to replace retaining enough nurses to replace us.us.– 30% of new graduates leave nursing.30% of new graduates leave nursing.

Why do nurses leave?Why do nurses leave?

• Not valued as a professionalNot valued as a professional• Not respected as a personNot respected as a person• Loss of selfLoss of self• Lack of recognitionLack of recognition• Workplace stressWorkplace stress• Lack of acceptanceLack of acceptance• Lack of opportunities in Lack of opportunities in

nursing/other opportunities nursing/other opportunities available.available.

Sources of DisrespectSources of Disrespect

• Other nursesOther nurses• Other staffOther staff• Patients and their familiesPatients and their families• The organizationThe organization

ConflictConflict

• Inevitable in human interactions….Inevitable in human interactions….• Unresolved conflict leads to error, Unresolved conflict leads to error,

staff turnover, decreased patient staff turnover, decreased patient satisfaction.satisfaction.

Generational ConflictGenerational Conflict

• Members of each generational Members of each generational cohort share common experiences cohort share common experiences that influence their attitudes and that influence their attitudes and expectations toward authority, expectations toward authority, organizations, work expectations, organizations, work expectations, career goals and private life. career goals and private life.

• These perspectives can create These perspectives can create stress, misunderstanding and stress, misunderstanding and conflict in the workplace.conflict in the workplace.

The generational divideThe generational divide

• Disrespect Disrespect DisconnectDisconnect↓↓ ↓↓

• Peer conflict Peer conflict Poor working Poor working relationshipsrelationships

↓↓ ↓↓

=Burnout=Burnout + Professional + Professional attritionattrition

““Every generation blames Every generation blames the one before”*the one before”*

• Believing one’s own perspective to be Believing one’s own perspective to be unique and universal.unique and universal.

• Different assumptions regarding Different assumptions regarding roles.roles.– Participating vs. challengingParticipating vs. challenging– Pay your duesPay your dues

• Focus on differences not strengths.Focus on differences not strengths.• Expecting to teach not learn.Expecting to teach not learn.• *Mike and the Mechanics, In the Living Years.*Mike and the Mechanics, In the Living Years.

Why do nurses stay?Why do nurses stay?

The peopleThe people

Workplace attributesWorkplace attributes

• Strong visible nurse leader.Strong visible nurse leader.• AutonomyAutonomy• Respectful work relationshipsRespectful work relationships• Control over workControl over work

R-E-S-P-E-R-E-S-P-E-C-TC-T

RespectRespect

• Requires valuing and understanding Requires valuing and understanding of each other.of each other.– As a team, groupAs a team, group– As an individual.As an individual.

• Stereotypes and generalities are Stereotypes and generalities are used only as guideposts.used only as guideposts.– GenerationalGenerational– Area or place of practice e.g. ER nursesArea or place of practice e.g. ER nurses

COMMUNICATIOCOMMUNICATIONN

You’re so phat…You’re so phat…

““Beam me up Scotty”Beam me up Scotty”

VALUINGVALUING

Valuing every member of Valuing every member of the teamthe team

• VeteransVeterans– experience, knowledge, skill and judgmentexperience, knowledge, skill and judgment

• Baby BoomersBaby Boomers– clinical and organizational experience. clinical and organizational experience.

• Gen XersGen Xers– innovative, independent, creative, new innovative, independent, creative, new

models.models.• MillennialMillennial

– technologically sophisticated, connected, technologically sophisticated, connected, spirit of optimism.spirit of optimism.

STRATEGIESSTRATEGIES

Strategies for LeadersStrategies for Leaders

• Conduct a generational inventory. Conduct a generational inventory. • Hold every employee to the same Hold every employee to the same

expectations, organizational policies, code expectations, organizational policies, code of conduct.of conduct.

• Promote the concept of team.Promote the concept of team.• Set ground rules the reinforce an Set ground rules the reinforce an

expectation of respect and tolerance.expectation of respect and tolerance.• Communicate, communicate, communicate.Communicate, communicate, communicate.• Be a role model.Be a role model.

Strategies for LeadersStrategies for Leaders

• Explore new ways of doing things.Explore new ways of doing things.– New nurses are not interested in New nurses are not interested in

lengthy outdated policies and lengthy outdated policies and procedures, delayed communication, procedures, delayed communication, meetings.meetings.

• Develop a generation-sensitive Develop a generation-sensitive coaching and mentoring style.coaching and mentoring style.

Strategies for LeadersStrategies for Leaders

• Promote career management to Promote career management to manage turnover.manage turnover.

• Create, facilitate or promote Create, facilitate or promote continuing education and continuing education and professional growth opportunities.professional growth opportunities.

Strategies for LeadersStrategies for Leaders

• Be prepared to flex your leadership Be prepared to flex your leadership style.style.

• New nurses want leaders who are New nurses want leaders who are honest, able to motivate others, have a honest, able to motivate others, have a positive outlook, good communication positive outlook, good communication skills, an approachable demeanor, skills, an approachable demeanor, knowledgeable and supportive.knowledgeable and supportive.

• Promote a culture of inquiry, respect Promote a culture of inquiry, respect and support.and support.

All staffAll staff

• Talk to each other. Talk to each other. • Celebrate the strengths of every Celebrate the strengths of every

member of the team.member of the team.• Expect to learn from others.Expect to learn from others.• Cut others some slack.Cut others some slack.• Remember…… Remember……

Conflict ResolutionConflict Resolution

• Zero tolerance policy for bullying.Zero tolerance policy for bullying.• Commit to resolving conflict.Commit to resolving conflict.

– Ethical responsibilityEthical responsibility– Consistent with Nursing’s commitment Consistent with Nursing’s commitment

to “caring”to “caring”

• Conflict resolution tools, workshopsConflict resolution tools, workshops

Choose to view diversity as Choose to view diversity as a strengtha strength

• Veterans: Veterans: • What tasks require close attention to What tasks require close attention to

detail? Where does the unit have a detail? Where does the unit have a need for resource conservation?need for resource conservation?

• Boomers: Boomers: • Where is the need to “roll with the Where is the need to “roll with the

punches” most needed? Which tasks punches” most needed? Which tasks require independent thinking?require independent thinking?

Choose to view diversity as Choose to view diversity as a strengtha strength

• Gen Xers: Gen Xers: • What requires a fresh look/new way of What requires a fresh look/new way of

doing things? What project can best doing things? What project can best be accomplished independently?be accomplished independently?

• Millennials: Millennials: • Where are culturally sensitive views Where are culturally sensitive views

important? What processes require important? What processes require advanced technology?advanced technology?

Commit to each otherCommit to each other

We’re all in this We’re all in this together…together…