Generational differences spur workplace training

Employers say harmony and productivity are the goals of training.
M. Spencer Green/Associated Press
Employers say harmony and productivity are the goals of training.

CHICAGO — There’s a sense of urgency in the quest for workplace harmony as baby boomers delay retirement and work with people young enough to be their children — or grandchildren.

Put people of widely different ages together and there are bound to be differences. Boomers, for example, are often workaholics, while younger workers may demand more work-life balance.

The solution for a growing number of companies: generational awareness training to help foster understanding and more effective communication between workers.


Employees are taught about the characteristics that define each generation, from their core values to their childhood and adolescent experiences to the types of figures they regard as heroes. Then workshop leaders typically drill down into how those attributes play into the strengths and weaknesses each age group offers on the job.

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The goal is to learn why people act the way they do, so companies can better emphasize their employees’ strengths.

‘‘The boomers say, ‘Now I understand a little bit more of why they’re always on their phones,’ ’’ said Juergen Deutzer, who leads generational training at San Diego-based Scripps Health for about 200 employees a year.

‘‘Gen Y says, ‘Maybe I need to be a little bit more understanding if someone doesn’t get a grasp on technology.’ ’’

Companies downplay friction between old and young as a reason for training. They say it’s more a matter of helping people connect, which affects group cohesion, employee satisfaction, and quality of work.


‘‘There was no animosity, no aggression, none of that,’’ said Scott Redfearn, the top human resources executive at Protiviti, a global consulting firm in Menlo Park, Calif., that began offering generational training this year. ‘‘But you really need the team dynamic to work well because it’s that collective genius of the team with all kinds of people, all kinds of background, all different generations.’’

Protiviti was seeing a higher turnover rate among its youngest employees, and an internal survey found those workers craved more guidance from superiors. The company revised its performance reviews, started giving employees more feedback, and changed the way it used social media.

It also began putting executives and managers through training led by Chuck Underwood, an expert on generational differences. By next year, all new employees at Protiviti will attend a session.

Jennifer Luke, a 33-year-old Protiviti employee, attended two 90-minute sessions this summer and was struck by how closely the generational attributes she learned about applied to her and others in her life.

‘‘It’s an awareness tool. You think about it if you’re going to send an e-mail to a client, for example,’’ she said.


Gen Xers may prefer to work individually. Boomers and millennials thrive in groups. The oldest workers, from the Silent Generation, are known for respect for authority; the youngest, from a yet-unnamed generation, are far more informal and global-minded.

Ingrid Hassani, a 58-year-old patient care manager at Scripps, said learning about generational differences helped explain why older nurses might hesitate to approach doctors, viewing them ‘‘almost like God,’’ while younger nurses are ‘‘very comfortable to go right up and talk to them.’’ It also helped when she found her younger subordinates were cutting corners in the hospital’s 18-step process for giving a patient medication as simple as Tylenol. Millennials tend to want explanations for everything they’re told to do.

‘‘They want to know the why behind everything,’’ Hassani said. ‘‘But once their questions are answered, they are fine.’’

When Lisa Williams, executive director of the University of Kentucky Institute for Workplace Innovation, held focus groups with businesses to determine the most pressing issues of an aging workforce, generational differences dominated the discussion. Now she’s working to get a generational training program started.

‘‘Most of the time there was no conflict, but there were these islands of older workers and younger workers,’’ she said, ‘‘and they’re not able to understand the others, so there’s a lot of judgment.’’

Underwood said he began getting calls from human resources departments in the mid-2000s as millennials began careers.

‘‘Something’s going on in our workplace that we don’t understand,’’ he remembered being told. ‘‘What was going on was the next American generation was entering adulthood, bringing very different core values, very different skills, and very different weaknesses.’’

Brad Karsh, of JB Training Solutions, urges trainees to see beyond stereotypes about generations.

‘‘They’re not better, not worse, just different,’’ he said. ‘‘What’s important is understanding what those differences are.’’