Bridging The Communication Gap

Bridging the Communication Gap How to Listen and Be Heard,

From Facebook to Face-to-Face

IEDA FALL CONFERENCESEPTEMBER 25, 2009ANTHONY JULIANO

In 1987, I had Duran Duran hair

A few definitions

Boomers Gen X Gen Y

Formative Years

1950s 1960s 1970s 2000s 2010s1980s 1990s

Baby Boomers

Born 1946 -1964 Population: 80 Million

Defining Moments

Icons

Generation X

Born 1965 - 1980 Population: 46 Million

Defining Moments

Icons

Generation Y/Millenials

Born 1980 - 2002 Population: 76 Million

Defining Moments

Icons

How do you feel when communicating outside

your generation?

Stranded?

We’ve always had intergenerational conflict

Kids! I don't know what's wrong with these kids today!Kids!Who can understand anything they say?Kids!They’re a disobedient, disrespectful oafs!Noisy, crazy, dirty, lazy, loafers!

-- “What’s the Matter with Kids Today?” 1960

“42 percent of all employees say they have experienced

intergenerational conflict in the workplace”

--Kelly Services, Inc. study, 2008

“Relations among the generations seem to be at a low point. Gen Y thinks

Gen X is a bunch of whiners. Gen X sees Gen Y as arrogant and entitled.

And everyone thinks the Baby Boomers are self-absorbed workaholics.”

--“Gen Y, Gen X and the Baby Boomers: Workplace Generation Wars,” CIO Magazine, Jan. 30, 2008

What causes this conflict?

• Communication is never easy– Different interests, media preferences, taboos

• Different attitudes about loyalty– Boomers: a constant career with one or few

employers– Gen X: few if any career changes but multiple

employers– Gen Y: self-employed and career mobile

• Different attitudes about technology– Example: social media in the workplace

"You can have Gen Y-ers…busy looking at their BlackBerrys. They've got their laptops flipped open, they're engaging in social networking right during the course of a meeting, and you have a boomer rolling their eyes, not understanding it."

--Michael Walsh, CEO, LexisNexis U.S. Legal Markets

What causes this conflict?

• Different needs/attitudes about work/life balance

• Different priorities/stages of life

• Different communication styles

How do we build bridges…instead of burning them?

Keys to success

1. Be responsive

BUT

Be responsive

How fast do you expect someone to respond to… An email? A phone call? An instant message?

Do those responses differ among different age groups? Why?

How do you encourage others to respond in a timely fashion?

SET CLEAR DEADLINES!

2. Be flexible

“It feels normal for Gen Y employees to check in by BlackBerry all weekend

as long as they have flexibility during the week.”

--Time, Jul. 2007, “What Gen Y Really Wants”

“Everyone including Baby Boomers wants flexibility in their lives…To a Baby Boomer partner/principal/

director, flexibility may mean the occasional day working from home to catch up on personal

matters or a work related project.”

--Deloitte Human Resources, “Flexibility and Choice”

I respect your right to flexibility as long as it does not interfere with me getting

my job done.

Be flexible

How does this extend to communication?

What effect would instant messaging have on communication in your workplace?

Do those responses differ among different age groups? Why?

What if your company took away your desk phone?

Do those responses differ among different age groups? Why?

3. Be authentic

Be yourself.

If you expect that BS will fly with your audience,

expect BS in response.

Be a human being.

4. Understand the pros and cons of social media

THIS IS A TEST

Number of minutes per day spent on

?

A. 1 millionB. 1 billionC. 5 billionD. I’m sorry, could you repeat the question? I was just

updating my status.

Number of minutes per day spent on

?

C. 5 billion

That’s > 3 million days, EVERY DAY

Social media is for real

and it’s changing communication—and your business

Social Networking - Pros

• Helps you build relationships

• Makes you “more human”

• Gives you insight into your audience members’ lives

• Scale

• Speed

Social Networking - Cons

• Demands time and attention

• Blurs the line between personal and professional

• Scale

• Speed

• NOT ALWAYS THE AUDIENCE’S PREFERRED WAY TO COMMUNICATE

Does social networking inhibit productivity in your workplace?

A recent University of Melbourne study showed that

people who use the internet for personal reasons at work are

about 9% more productive than those who do not. 

5. Listen intently

Listening is an ACTIVE pursuit.

Essential listening skills

Active listening = no multitasking

Barriers: be aware of these

- Inattention: not listening because you’re distracted

- Prejudgment: already have your mind made up

- Frame of reference: don’t understand approach

- Closed-mindedness: don’t want new information

- Drafting your response: focusing on your message instead of the

speaker’s

6. Don’t forget the basics

Always consider

• Who’s the audience (and how are they different than you)?

• What’s your purpose?

• What’s your audience’s perspective? In other words…

WIIFM?

Questions?

Thanks!anthonyj@asheragency.com

(260) 424.3373

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