Here’s an incredibly obvious statement:  Communication is key.  It moves relationships forward; it moves organizations forward.  Organizational communication can be an incredibly complex organism, and one important step to navigating it is recognizing multigenerational differences within your organization or team.

Rapid advances in technology have turned what used to be simple communications into not-so-simple ones.  With four generations in the workforce (Traditionalists, Baby Boomers, Gen Xers, and Millennials), communication issues and challenges are inevitable.  Not only are there huge differences in the preferred method of communication across generations, some times there are even unattended consequences for using the “wrong” communication at the wrong time.

Here’s a fairly common example: You respond to a colleague’s phone call with an email and with it you send the additional unintended message that you don’t respect your colleague.

Unfortunately, a build up of seemingly small situations like these can have a lasting effect on trust and morale within the organization. The differences in preferred communication can really be separated into how we are communicating (the mode) and what we are saying (the message).

Obviously younger generations have grown up in a vastly different technological world than their more senior counterparts, but the real problem is that most employees (of all ages) tend to default to the mode of communication they are most comfortable with.  This has a pretty predictable outcome: it is convenient for one party and frustrating for the other.  When employees are frequently communicated with in their least preferred mode, there is the danger that the frustration will lead to the misinterpretation of the sender’s intent.

There are also differences across generations in style and level of formality of communication.  Older generations are often accustomed to using more formal communications, specifically to leaders, and consider it to be a sign of respect.  So, it’s no surprise that they may interpret a lack of formality in communications they receive as a lack of respect for them.

Tips for Managing the Mode and Message of Communication Across Generations

• Develop communication ground rules for the organization.  Discuss what modes of communication work best for your organization, industry, and clients.
• Write email/text guidelines as a group to avoid miscommunications (e.g., “avoid using ALL CAPS” or “emoticons welcome”)
• Have employees share their preferred communication styles with each other and encourage them to attempt to use the receiver’s preferred communication instead of their own.
• Offer training to employees less familiar with current technology to prevent them from feeling disconnected from their tech-savvy colleagues or left behind.
• Encourage employees to discuss their differences, giving them the opportunity to learn from each other, develop norms, and better understand each other.
• Pay attention to the importance of relationship building!  Strong relationships make miscommunication far less common, and when miscommunication does occur, employees will be less likely to assume malicious intent.

Suggestions for Communicating with Traditionalists (born before 1945)

• Your words and tone should be respectful; use proper grammar and diction; avoid slang and profanity
• Don’t expect this generation to share their thoughts immediately
• Face-to-face communication is preferred
• Relate messages to long-term goals or company history

Suggestions for Communicating with Baby Boomers (born 1946-1964)

• Participative, in-person communication is preferred
• Request and validate their input
• Link messages to the vision, mission, and values
• Mix in mutual interest into conversation; they tend to see relationship and business intertwined

Suggestions for Communicating with Generation X (born 1965-1980)

• Clearly state what you want and when you want it; avoid corporate speak
• Email is often the most preferred medium for communication
• Link message to how it impacts them and ask for their input

Suggestions for Communicating with Millennials (born 1980-2000)

• Avoid condescension, sarcasm, and cynicism; be positive
• Use action words and challenge them whenever possible
• Email communication is preferred but with fairly quick response

It is critically important to be aware of multigenerational differences, but you should also avoid automatically stereotyping employees based on their age.  Addressing a multigenerational audience effectively is mostly about customizing messages, using a variety of communication vehicles, and, most importantly, showing respect across all generations.  The best part is that each generation is beneficial to the organization and brings something very important to the table.  This presents the distinct opportunity to learn from one another and work together, but first there have to be open communication lines to get there.

Are you struggling to communicate with your organization or team?  The Bailey Group can help you clear the lines.  Give us a call at 763.545.5997. (Or email us, or shoot us a text, or just show up at our office! All communication jokes aside, we’d prefer you to call.)

CEO Advisory | Minneapolis