Decoding generation BoomZenial communication – a leader’s playbook
If, as an ‘older’ manager’, you’re struggling to communicate with GenZ workers, you’re not alone. It’s more likely a “you problem” than a “them problem” says Andrew Dowsett as he looks at the growing drive for GenX and Baby Boomer leaders to improve workplace communication and enhance multi-generational teams.
Andrew Dowsett,
Rhadomancy Consulting
andrew.dowsett@rhabdomancy.co.uk
With GenZ now firmly established in work, and Generation Alpha (born after 2010 onwards) not far behind, we will soon have an unprecedented five generations in the workplace. With the inevitable impact of the pandemic and rapid technological transformations happening daily, is it any wonder older managers are struggling to connect and communicate effectively with younger workers?
Each generation undoubtedly brings its own set of values, communication styles, and nuanced work ethic to employment and, whilst this diversity leads to rich work environments, anecdotal evidence suggests it can also lead to misunderstandings and conflicts. However, dig a little deeper and the generational divide is much less clear cut.
A recent comprehensive meta-analysis of 137 studies on the subject found few statistically significant differences in generational contrast, begging the question is it actually “generational framing bias”?
Are we guilty of nothing more than conforming to a stereotype when viewing those outside our own generation? Undoubtedly it is more nuanced than simple age bracket related attitudes and beliefs. However, what’s clear – no matter the root cause – is many older managers feel unable to easily bridge the growing communication gap with younger colleagues.
Stepping into this ever-shifting landscape, here’s my Leaders Playbook to help tackle communication challenges with younger team members.
Be prepared to adapt your approach
GenZ workers increasingly expect flexibility and adaptability from managers. This generation is comfortable with rapid change and will seek to embrace new ideas readily. Woe betides any manager resisting emerging trends and failing to adapt their approach to their team member’s needs.
In fact, a 2018 Texas Tech systematic review on multi-generational teams noted in its findings that leaders who can actively flex their style to meet the needs of generationally diverse teams are more likely to create a harmonious and productive team environment. As unsurprising as this sounds it is key for managers to be flexible in communication activity and change management.
To address this, leaders must manage proactive change culture and foster a team dynamic rich in adaptability at its core. This will ensure a purpose driven approach, giving all colleagues an opportunity to contribute, learn, and importantly to challenge the status quo in a safe and meaningful way.
Give them a voice, show you are listening
GenZ have a contribution to make and are demanding to be heard. Across the generations, GenZ workers are continuing the trend away from traditional hierarchy and seniority-based respect.
This is a generation defined by social consciousness, EDI awareness, and awakened behaviour toward injustice. To these young workers respect must be earned and demonstrated. Indeed a recent top employers white paper – “GenZ redefining the future of work” – reports Gen Z want their voices to be heard at work, regardless of their seniority within a business, and that 81% said they expect senior leaders to listen to them.
It’s important for seasoned leaders to understand this trend, however jarring, and be prepared for challenges to outdated thinking. Ultimately, managers need to create an authentic space to give young workers the chance to challenge, feed in, and grow the organisation. Only by doing so will they avoid GenZ disenfranchisement, resentment, and talent drain.
Respect boundaries; be precise in expectation
Personal sacrifice, “Work hard, play hard” and “always-on culture”, whilst common in the 80s 90s and 00s as a success metric are now actively being shunned by GenZ. Why? This generation has witnessed their parents and grandparents make personal sacrifice in the name of work to ultimately be let down by those same organisations to which they sacrificed so much. More than any generation before, Gen Z workers will push back on boundaries when crossed, especially if their wellbeing, psychological safety and values are jeopardised.
To enhance working relationships with young employees, all parties need to understand where the work/life boundary lines sit. Flexibility is highly prized in this group. All employees must endeavour to understand it is a two-way street though. An occasional out-of-hours ‘call to arms’ when a crisis is brewing should be seen as an opportunity for a team to pull together. However, managers should exercise caution if regular out-of-hours contact or additional unpaid work is demanded, as young workers will push back or simply not respond if they feel exploited.
“For all modern teams to thrive and communicate effectively, managers must succeed in creating a workplace where barriers to connecting younger and old workers are removed and teams are set-up to embrace the challenges ahead”
Build a multi-channel communication culture
The world of the young is that of multi-channel instant messages and group chats. GenZ are unlikely to appreciate old fashioned rigid policies such as the need to “phone in” when sick, often seeing this as surveillance behaviour rather than genuine concern for wellbeing.
Developing a range of channels and practices is key to meeting these diverse communication preferences. Embracing chat tech, collaborative working and instant messaging tools will (with the correct training) also help older workers as they navigate an increasingly digitised world.
Here again though boundaries are key. GenZ is confident in the “chat space” and may easily forget or ignore professional standards in this format. One GenZ influencer points out: “Embracing multi-channel comms culture is so true; sometimes GenZ are guilty of being too personal and sharing too much so there’s a balance”
Managers beware however: shared workspaces and group messages can be both active and passive. Don’t insist all project updates are recorded in a newly adopted shared workspace, only to be frustrated when important or time sensitive information isn’t conveyed by younger workers directly via “old fashioned” channels such as email or telephone.
Acknowledge essential skills gaps and provide training
BoomXers should acknowledge they grew up and entered the workforce in a physical first environment, (within which they endured rites-of-passage such as being sent to another department for a “tin of tartan paint” or a “long wait”). However, many young workers today have little experience of this “learning by osmosis” that the face-to-face environment of yester-year engendered.
Be mindful, young colleagues entering the workplace may do so with limited in-person work experience. Many express abject fears at having to adopt the telephone/video call communications methods and other social norms used in modern organisations. Due in part to the Covid pandemic and the rise of chat-based communication, this generation routinely reports feeling under prepared in how to behave in the “real” working world.
They are keen to impress though, this is not due to a lack of technical skills or academic knowledge, but rather missing the soft/ essential skills learned on the job and vital for “getting on at work”.
Critically managers shouldn’t assume workplace etiquette and soft or essential skills in GenZ workers, nor that they as older workers have all the answers. Our GenZ influencer is quick to point out many young workers routinely have earbuds in even when talking face-to-face and that this shouldn’t be interpreted as rude.
Ultimately steps should be taken to train in and mentor desired practices, to generate environments where generations can learn from each other (reverse mentoring), and above all managers should lead by example to role model best behaviours and ensure greater team harmony.
Reflections
For all modern teams to thrive and communicate effectively, managers must succeed in creating a workplace where barriers to connecting younger and old workers are removed and teams are set-up to embrace the challenges ahead. Critically leaders must acknowledge that “the old way” isn’t always best and to use technology as a force for good in this space is essential.
Ultimately, as an older manager if you are struggling to communicate with GenZ workers, you are likely not alone. However, rather than simply conforming to a tired stereotype of generational disdain for those that come after, cast your gaze inwards as if a problem exists. Perhaps it’s more likely a “you problem” than a “them problem”.
About Andrew Dowsett
Andrew is the founder and principal management consultant at Rhabdomancy Consulting. Specialising in team communication, public speaking training and presentation coaching, he is a regular keynote speaker, event panelist and contributor focused on workplace wellbeing and team dynamics.