Generations: Great Divide or Amazing Opportunity?

In today’s workforce, four generations, each with its own unique way of looking at the world, are trying to work together and collaborate to be productive and innovative. But are the generations really as different as the popular media makes them out to be? Do Baby Boomers have a stronger work ethic than Millennials, who reputedly do not respect authority? Does Generation X value family more highly than Traditionalists?

Research by Jennifer J. Deal, et al, at the Center for Creative Leadership suggests that it is not a difference in values that accounts for the so-called generation gap, but how people express them.¹ When asked to choose from a list of 40 values, Traditionalists, Baby Boomers, and early Generation X-ers all put family, integrity, and love in the top spots.

Deal also found that all generations want and believe they deserve respect. Older generations want younger people to hold them in higher esteem (than they do others) and to defer to their perspective, while younger generations want to be held in esteem and to have their opinions considered. ¹ When researchers from Achieve Global asked employees from all generations to rate the importance of a list of job attributes, respect was rated first by all four generations.¹

Generations Defined

Traditionalists: Born 1925–1945
Generational personality: Hardworking, stable; reluctant to buck the system

Baby Boomers: Born 1946–1964
Generational personality: Driven, team players; judgmental of those who see things differently

Generation X: Born 1965–1980
Generational personality: Adaptable, technoliterate; poor people skills, cynical

Millenial Generation/Generation Y: Born 1980–2000
Generational personality: Optimistic, tenacious; need supervision and structure

Source: When Generations Collide. Lancaster LC, Stillman D. Collins Business, 2005.

Generational Conflict
Regardless of these similarities, conflict between generations exists in the workplace. Consider this example that illustrates a common value at the heart of many generational battles: respect.

Dr. Boomer, owner of an equine ambulatory practice, recently hired Dr. Millennial, who just graduated from veterinary school. In an effort to train and mentor, Dr. Boomer has set up a schedule of vaccinations and wellness checks for Dr. Millennial to handle during her first few weeks in the practice. He knows how demanding his clients can be and is giving her a chance to work in low-pressure situations where she can build her confidence while gaining client trust.

Upon learning about her schedule, however, Dr. Millennial feels discouraged. She is quiet for a moment, takes a deep breath and asks, “Why do I have to do all the vaccination appointments? I thought the technicians did most of them. When do I get to start doing lameness exams?”

Assumption Zone
We now enter the “assumption zone.” Dr. Boomer is upset because he assumes his new associate is being disrespectful by questioning his authority. Dr. Millennial is upset because she assumes she has been arbitrarily assigned “grunt work.”

Each doctor has assigned a generational stereotype (young people don’t respect their elders and older people don’t consider anyone’s opinion but their own) to the other. In order to leave the assumption zone without dramatic misunderstanding, each veterinarian must let go of generational stereotypes.

If we consider Deal’s research, both Dr. Boomer and Dr. Millennial want respect, but they express this value differently. Dr. Boomer expects Dr. Millennial to trust his opinion without question, as he is the wise veteran. Dr. Millennial wants to be considered a valuable part of the veterinary team even though she is young and inexperienced. Each is expressing a belief about what it means to be respected. Neither view of respect is better or worse; they are simply different.

Dr. Boomer can respond to Dr. Millennial’s questions in one of two ways:

1. Assume the generational stereotype about Dr. Millennial (that she is being disrespectful) and dictate that she do what she is told without question. After all, he has trained numerous associates successfully and he is confident that developing solid case management skills, as well as fine-tuning client communication strategies, is best accomplished in low-pressure situations.

2. Try to understand what caused Dr. Millennial to become discouraged, acknowledge her frustration, give her a voice for her concerns, and attempt to find common ground by brainstorming an effective approach to training and mentoring that both parties can get excited about. This approach opens up
the lines of communication and earns Dr. Boomer the right to explain why he has chosen to set up the schedule the way he has. The bridge built between them will allow for future collaboration.

Moreover, Dr. Millennial is not without responsibility in this situation. Her response to Dr. Boomer could have been worded in a way that fosters relationship and understanding instead of animosity. For example, she could have said, “Ah, I see you are keeping me focused on the basics. What is your thinking behind this?” Instead of assuming she knows why Dr. Boomer has planned her schedule the way he did, she gives him the opportunity to explain his rationale, opening up the lines of communication in a constructive way.

Understanding Zone
Younger people are generally not disrespecting authority by asking questions, but are trying to understand the rationale behind a decision.2 Dr. Millennial is concerned that her new boss doesn’t trust her medical knowledge, but when she understands that Dr. Boomer is giving her time to build confidence and get to know the clients, she can more appropriately focus on skills that will help her become a successful team member.

Tips to See Through the Generational Lens
Each generation is shaped by the era in which they grew up, viewing the world through their own “generational lens.” Successfully navigate the multigenerational veterinary practice by using these helpful reminders.

Don’t make assumptions based on generational stereotypes. Every member of the team is a unique individual who brings multiple skills and talents. Whether fresh out of veterinary school or a seasoned practitioner, nobody likes to be put into a box based on stereotypes.

Learn how to ask questions that will get to the underlying root of the issue. The key is first listening to those around you. Then you can get under the tip of the iceberg and understand the motives behind behavior.

Remind yourself of what you stand to gain by taking advantage of the generational opportunity. All team members, regardless of stage in life, bring a unique range and scope of perspectives. Older generations bring wisdom and experience; younger generations bring enthusiasm and a new way of doing things. The successful combination of these varied approaches to veterinary medicine leads to synergy and innovation as strengths are maximized.

Learning to effectively communicate about issues underlying a conflict instead of focusing on stereotypical categories—many of which have no basis in reality—will greatly enhance teamwork and collaboration in the workplace.

Suggested Reading
Generation Me: Why Today’s Young Americans Are More Confident, Assertive, Entitled—And More Miserable Than Every Before. Twenge JM. Free Press, 2006.

References
1. Retiring the Generation Gap: How Employees Young and Old Can Find Common Ground. Deal JL. Jossey-Bass, 2007, pp 22, 37, 39, 46.
2. The generational divide: Crucial consideration or trivial hype? Manhurst H. achieveglobal.com, 2009.