Generational Diversity Training

Four distinct generations are working shoulder to shoulder in today’s business and nonprofit organizations, each carrying a unique set of attitudes, values, and work styles. It used to be that the “older” workers were bosses and the “Millennials” took orders. Now, roles are drastically different and the rules of the workplace are being challenged. Organizations are feeling the effects of the generational gaps as they struggle to manage productivity and morale while attempting to maintain high standards of quality and service.

“Bridging the Generational Gap” demonstrates why it’s important to understand what shaped the generations and why they behave the way they do. We talk about generational issues, such as the challenges posed by Millennials entering the workforce with distinct expectations, and the Baby Boomer philosophy that Millennials must be just like them in order to be successful. Learn about Collision Points—areas at work where the generations are bumping up against each other and causing problems. We discuss how generation gaps hurt your bottom line, what to do about the approaching talent gap, and how to understand and implement the keys to retaining the generations you need the most. Overall, you will discover how to convert this critical form of diversity from an obstacle into an exciting opportunity.

The best-in-class customer service providers understands what specific customer service requirements mean to each generation. Whether on the phone, online or face-to-face, attitudes and biases can be reflected in what you say and how you say it.  For example, common courtesies often are interpreted differently by each generation. Imagine a millennial nurse walking into a hospital room and asking Susan, her patient, how she is today, but ‘Susan” is a Traditionalist and she is immediately offended by the millennial’s clear lack of respect in not addressing her as Mrs. Susan Smith. Why doesn’t the millennial turn off that irritating tweeting noise when she is talking to her patients, can’t they see it is distracting? An organization’s strategies must reflect the changing face of a multi- generational customer base to be competitive.

You will gain a distinct competitive edge by training your staff on the traits of your four generations of customers.  This, as well as tips on how to communicate more effectively with each generation, will increase collaboration and communication in your workplace.

Learn through the entertaining and humorous, real life stories the Generational Guru shares to help you avoid patronizing behaviors and capitalize on emotional connections to make every customer’s experience a positive one.

Did you know that your social status and annual income are related to your ability to communicate? Are you aware that public speaking is one of many people's greatest fears? Did you realize there is a disconnect between the way Millennials communicate with Baby Boomers and Traditionalists?

​

This session is aimed at professionals who want to continually improve their communication skills in the 21st century. Social Learning, Collaborative Work, Social Communication, Social Marketing, and Social Networking are all topics to be covered in this session.