One of the main challenges for multiple generations in one workplace is the way that they want to give and receive communication. Each generation wants it their way and can sometimes struggle to bend towards the other generation’s method. Here is an example:
Bob is a Gen X person who is leading a huge project and he works with Matt who is a Gen Y (or Millennial) and Sarah who is a Gen Z. Bob is really impressed with the creativity and ideas that Matt and Sarah are bringing to the project. Matt has a technical role and Sarah’s role is more creative design. They work in different offices so they have meetings over video conference as a group most of the time.
One day Matt sent a text to Bob about a major change he thought they needed to make to the technical specifications. Bob texted him and said, “Could you email the changes or call me so we can discuss?” Matt said, “I will text you the info.” Bob started scrolling through all of it on his phone and couldn’t follow it all. He again texted him and asked Matt to email or call him. Matt said, “I just sent it to you in text, I have to go into a meeting now.” Bob was pretty frustrated.
He texted Sarah, “Can you call me so we can look at the new design specs?” She is a consultant and she works out of her own office. She texted him and said, “What questions do you have?” He texted back, “Can you call me so we can discuss them?” She said, “Can you text me the questions, so I can answer them for you?” He said, “Can you please call me so we can discuss?” He finally heard back from her three days later. She assumed he got his answers and didn’t need anything else.
This is a real-life example from a client. The form of communication that Bob was trying to use was text. He knew that they worked well with texting and he found it faster in some situations himself. It worked when quick answers that were needed, but it didn’t work well in bigger decisions that a conversation needed to take place.
Bob was frustrated in both of these situations because he needed a conversation to resolve his questions. Matt and Sarah are used to doing most of their communication in text. They see it as much faster and more efficient since for most of their lives they grew up with the technology. Bob has adapted his technology use over time, but still would like conversations to resolve the big things.
So what was the outcome of this situation? Matt called Bob later that day and they discussed how they will work together on these types of big decisions going forward. Bob didn’t hear back from Sarah for three days even though he tried to reach out to her multiple times. Sarah was fired from the project and a new consultant was brought in to replace her.
It is important to have the conversation about ways of working upfront. Agree on the communication approach at the kickoff of a project or when there is a new team coming together. Talk about the types of communication and what approach will be used for each type. It may seem like this should just be understood, but it is better to have the conversation. Having these agreements upfront will save so much time later. It will eliminate frustration and everyone can be more productive.