understanding cultural differences - getting the most out of a diverse workforce
DESCRIPTION
Argentum 2016 Senior Living Executive Conference concurrent session Original session date: Tuesday, May 10, 2016, 1:30 - 3:45 PM Speaker: Kelly McDonald, Multicultural Marketing and Business Trends ExpertTRANSCRIPT
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Understanding Cultural Differences: Getting the Most Out of a
Diverse Workforce
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What Do We Mean by “Diverse”?
• Different Ages / Generations
• Different Races / Ethnicities
• Different Religions / Faith
• Gender
• Physical / mental / emotional abilities
• Technology skills
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Your Turn
What other ways can you see “diversity” in the workforce?
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Generational Differences
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Why is This Topic Important Now?
• For the 1st time in American history, we have four generations working side by side
• Business culture is experiencing friction
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Why the Friction?
• Not just decades apart in age
• Lifetimes apart in technology
• Different values
• Differing expectations
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Understanding Someone Different from You Means Understanding
Their Life
Their prioritiesTheir values
The experiences that define themTheir perspective
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Try This Exercise!
• When asked to name how Kennedy died…
• Matures & Boomers– Gunshot in Dallas
• Gen X– Plane crash near Martha’s Vineyard
• Gen Y– “Kennedy who?”
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Who is Ron Howard?
• Matures
• Boomers
• Gen X & Gen Y
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Matures, Boomers, Gen X, Gen Y
Key emotional drivers and icons
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Matures (age 71 and older)
• Iconic entertainer: Frank Sinatra• HHI: $40,400• Defining Idea: Duty• Style: Team player• Work is: an inevitable obligation• Education is: a dream• Reward because: you’ve earned it• Home stuff: Timex, milk and cookies• Money: put it away, pay cash• Family: traditional nuclear• Technology: slide rules and rotary phones
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Boomers (age 52-70)
• Iconic entertainer: Mick Jagger• HHI: $59,800• Defining Idea: Individuality• Style: Self-absorbed• Work is: an exciting adventure• Education is: a birthright• Reward because: you deserve it• Home stuff: Casio, milk and Oreos• Money: buy now, pay later• Family: disintegrating• Technology: calculators, touchtone phones
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Generation X (age 37-51)
• Iconic entertainer: Madonna• HHI: $49,500• Defining Idea: Diversity• Style: entrepreneur• Work is: a difficult challenge• Education is: a way to get there• Reward because: you need it• Home stuff: Swatch, milk and Snackwells• Money: cautious conservative: save, save• Family: latchkey kids• Technology: spreadsheets and cell phones
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Generation Y (age 18-36)• Iconic entertainer: Beyoncé • HHI: control $160 B
in spending• Defining Idea: Authenticity• Style: Worldly• Work is: a chance to do some good• Education is: an incredible expense• Reward because you can share it• Home stuff: use phones to tell time, iPads,
Samsung, Wii, organic • Money: earn to spend• Family: merged families• Technology: all access,
text messaging
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Differing Work & CommunicationStyles Can Create Conflict
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What’s Behind Our Work & Communication Styles
• Parenting styles
• Information flow– Primary means of getting
information– Level of engagement and access
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Parenting Styles - Matures
• Formality
• Respect for authority
• Disciplined
• “children should be seen and not heard”
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Parenting Styles - Boomers
• Indulged as kids, empowered
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Parenting Styles – Gen X
• Latchkey kids
• More than half come from divorced families and two working parents
• Self-starters, used to being alone
• Responsible & resourceful
• Slow to trust others
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Parenting Styles – Gen Y
• “Helicopter parents”
• Parents as “friends”
• Self esteem is king – my child must feel special all the time
• Less accountability or responsibility
• Little or no experience with failure, frustration or pain
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How Information Shaped Us
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Matures
• Radio, newspapers as primary source of information
• No ability to ask questions directly• Content controlled: programming and
times• Routines formed around radio time or
newspaper reading• Information sought at the library or shared
through word of mouth• Trained to listen
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Boomers• Television mostly a one-way
communication tool, with content controlled
• Evolved to reflect people so Boomers could “see themselves”– Vietnam protests led to political
change Boomers could see
• People had to visually work together to accomplish things:– Big rallies, big protests
• Face-to-face communication, not computer chats or conference calls
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Gen X• Computers entered the
scene as Gen X was in school or entering workforce
• Ability to tape TV shows and watch them later
• Digital encyclopedias of pre-determined info
• Interactions with information became less controlled, more private
• Cell phones made everyone reachable
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Gen Y• More information instantly in their
bedrooms than at the library
• Internet provided speed & access
• Digital world provides anonymity & freedom to express their opinions about everything
• New gaming systems each Christmas made them adaptable and comfortable with technology
• Phone calls gave way to texting
• Trained to multi-task, not focus
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Work Style Strengths & Weaknesses
by Generation
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Matures
• Strengths• Loyal & hardworking• Long tenures common• Company-centric, sacrifice• Adhere to rules• Understand / respect “chain of command”
• Weaknesses• Slow to adapt to technology• Less comfortable with women, minorities in
workforce• Frustrated by casual work environments
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Boomers
• Strengths– Strong work ethic, workaholics– Work efficiently– Comfortable with corporate America– Comfortable with long hours and structure– Desire quality
• Weaknesses– Focused on acquisition, material wealth– Question authority– Self-absorbed, self-centered, narcissistic
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Gen X• Strengths
– Self-reliant, independent– Value structure, direction– Great entrepreneurs
• Job security lies within themselves, not at their company
– Strong follow through• “get it done”, eliminate the task
• Weaknesses– Slow to trust others– Skeptical– Don’t like working in teams
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Gen Y• Strengths
– Great team builders, collaborators– Inclusive, value different opinions & approaches– Highly teachable, very resourceful
• “every problem has a solution – you just have to find it”– Well traveled, global mindset, know people everywhere– Goal oriented– Masters at multi-tasking– Confident– Tolerant
• Weaknesses– Easily bored, distracted. Often have difficulty focusing– Parents as “agents”, calling bosses to discuss kid’s review
• Never had alarm clocks – mom woke them up– Lifetime of “participation awards” leads to entitlement and
expectations of being rewarded…for showing up to work
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Strategies for Working Effectively with Someone Much Older or Younger than You
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Recognize & Harness the Power of the…
• Dedication of the Matures
• Drive of the Boomers
• Competence of the X’ers
• Enthusiasm of Gen Y
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First Things First: Educate Your Team
• Share your knowledge about generational differences– it boosts understanding,
respect and productivity
• Avoids judgments and allows for discussion of mutual frustrations
• Goal: build a team that is multigenerational
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It Works – Better than You Think
• Pair Matures with Gen Y – Gen Y loves to ask why– Matures love to explain “why”
• Utilize Matures to explain the “why’s” to Gen Y – serve as mentors and increase productivity– Imperative to pass on your corporate knowledge as
your experienced “veterans” leave the workforce
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Hot Buttons for Gen X & Y Workers
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Recruiting and Retention
• Male-dominated industry
• “Male, pale and stale”
• Expect to see diversity in the workplace, “it’s progressive”
• Need to spotlight successful women / minorities in the company to recruit others
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Workplace Flexibility is Key
• Value work/life balance
• “Judge me on what I do, not how I do it”
• 38% of those surveyed would walk away from a job opportunity if it didn’t provide adequate flexibility
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Working with Gen Y
FeedbackProvide Structure
Paint the Big Picture
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Provide Ongoing Feedback
• Provide immediate and constant feedback– Obsessed with feedback
• Challenge: keeping it constructive and not gratuitous
• Benefit: if they’re underperforming, it’s not a surprise
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Provide Structure• Give ‘em teams
• They love ‘em and they will gravitate to this anyway, so you will want to maintain control
• They don’t like to make decisions alone– If you don’t provide a qualified
team for them, they will solicit the input of their roommates, girlfriends/boyfriends and friends
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Short & Small Deadlines
• Give them lots of small deadlines – Large projects with long-term deadlines
lack the structure many need to stay on track
– “writing the term paper the night before” is what many are used to
• How? Provide clearly defined benchmarks, metrics and milestones so they know how they’re tracking
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Paint the Big Picture
• Explain the why’s of what you’re asking them to do
• They do best when they understand the big picture
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For Gen Y, How to Work with Everyone
Older than You
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Position Yourself for Success
• Ask about their positions, roles– Everyone loves to talk about themselves
• Ask about their business pressures– What are the issues that concern them most?
• Listen to the responses carefully – it will help give context to your ideas and solutions
• Make it all about them
• You will shine if you focus on their needs
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With Matures & Boomers• If you make a mistake, own it. Take complete
responsibility, learn from it and move on
• Never underestimate the power of your enthusiasm
• Invest in a watch. Using your phone to check the time makes it look like you have something better to do (check email, send a text)
• Live conversations are more effective than digital ones
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Tips for Gen Y in Working with Others
• Matures– Follow up on everything. Put things in writing. E.g. email that
reads “Thanks for your time this morning. To recap our discussion, next steps are to place the order and this will be completed by end of day today.”
– Seek their opinion and consensus on direction
• Boomers– Suggest face–to-face status meetings on a regular basis– Frequent, but less formal updates are appreciated
• Boomers love to be “in the loop”
• Gen X– Work efficiently. Don’t waste time – get things done– Clarify boundaries upfront – “Is it OK if I call you/email you/text
you with a question over the weekend?”
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Messages that Resonate• Matures
– Your experience is respected
• Boomers– You are valued & needed
• X’ers– Do it your way – forget the rules
• Gen Y– You will work with other
bright, creative people
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Your Turn
Turn to your neighbor and identify one thing you learned today that
will help you work with your team or customers/prospects
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Final Thoughts• Your business depends
on personal relationships
• Working with different age groups broadens perspective and leads to better decisions
• Better serving customers + fostering trust and loyalty = feeling the love
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My Book Can Help!
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#5 on the list of Bestselling Business Books of 2013
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©2016 McDonald Marketing3700 Quebec Street
Suite 100-360Denver, CO 80207
214-880-1717, Fax 214-880-7596 [email protected]
All rights reserved. No part of this material may be reproduced
In any form without permission by the author.
For more information aboutconsumer trends, contact
Kelly McDonald at 214-880-1717 or [email protected]