Episode 176: From Stereotypes to Synergy: Communicating Across Generations

Podcast Information:

• Title: Think Fast Talk Smart: Communication Techniques
• Host: Matt Abrahams, Best-selling Author and Strategic Communication Lecturer at Stanford Graduate School of Business
• Episode Release Date: December 31, 2024

Introduction

In Episode 176 of Think Fast Talk Smart: Communication Techniques, host Matt Abrahams delves into the complexities of intergenerational communication in the modern workplace. Joining him is Bob McCann, a renowned faculty member at UCLA Anderson School of Management and Director of the Leadership Communication Program. Together, they explore the dynamics of communicating across multiple generations, addressing stereotypes, fostering synergy, and leveraging diversity for organizational success.

Understanding Generational Diversity

Bob McCann begins by highlighting the increasing generational diversity within workplaces, noting that organizations now often comprise four to six distinct generations. This diversity presents both challenges and opportunities for enhancing business outcomes. McCann emphasizes the importance of maximizing intergenerational engagement to harness varied perspectives and experiences.

Bob McCann [02:31]: "In our current landscape, we have four, five, maybe even six generations in the workplace at the same time. There's a tremendous opportunity for meeting and interacting with people who are different than you, for increasing a variety of potential outcomes in business in a positive way."

McCann further explains that generations can be categorized either by span (typically 20-30 years) or by significant societal events that shape their characteristics, such as the Baby Boomers or Generation Z.

Stereotypes in the Workplace

A significant portion of the discussion revolves around the stereotypes associated with different generations. McCann identifies both positive and negative stereotypes that can influence workplace dynamics:

• Older Workers:

  • Negative Stereotypes: Communicatively challenged, frail, slow, struggling with technology, less productive.
  • Positive Stereotypes: More loyal, trustworthy, experienced.

• Younger Workers:

  • Negative Stereotypes: Not focused, not caring, overuse of technology.
  • Positive Stereotypes: Tech-savvy, adaptable, innovative.

McCann warns against overemphasizing these stereotypes but acknowledges their prevalence and impact on communication and collaboration.

Bob McCann [06:41]: "Generally speaking, the stereotypes about older people tend to be negative. Communicatively challenged, frail, slow... Then we have workplace stereotypes... These are stereotypes."

He also discusses how communication patterns can inadvertently reinforce these stereotypes, leading to issues like age discrimination and reduced collaboration.

Effective Communication Strategies

To combat generational stereotypes and foster effective communication, McCann proposes several strategic initiatives:

1. Age Diversity as Part of DEI Efforts:

   • Incorporate age diversity into Diversity, Equity, and Inclusion (DEI) programs alongside gender, ethnic, and other forms of diversity.

2. Organizational Practices:

   • Website Imagery: Ensure that public-facing materials like websites reflect age diversity to appear welcoming to all age groups.
   • Job Advertisements: Avoid age-coded language that may alienate certain age groups. For example, terms like "vibrant" or "fresh face" can be subtly ageist.

3. Intergenerational Mentoring and Team Formation:

   • Reverse Mentoring: Younger employees mentor older colleagues, especially in areas like technology.
   • Intergenerational Teams: Form diverse teams that include members from different generations to enhance creativity and problem-solving.

4. Quality Over Quantity of Contact:

   • Focus on meaningful interactions rather than the sheer number of interactions. For instance, shadow boards that include younger members can provide valuable insights and foster mutual respect.

Bob McCann [08:52]: "The key would be quality contact over quantity of contact... These are things that you can build into organizations, inviting younger people to boards where maybe older people are sitting on the forming teams in a way that's very diverse in terms of age and other perspectives."

5. Meeting Facilitation:
   • Ensure that all voices are heard in meetings. Facilitators should balance talk time and ensure that differing communication styles do not lead to certain groups being overshadowed.

Bob McCann [10:41]: "I need to be very careful to make sure that everybody is literally speaking the same language and has the opportunity in terms of talk time as well."

Role of Technology

Technology plays a dual role in intergenerational communication. While it can bridge gaps by facilitating collaboration and knowledge sharing, it can also exacerbate divides if not managed properly.

McCann points out that older workers are often perceived as less proficient with technology, which can lead to discriminatory practices, such as providing them with inadequate training.

Bob McCann [11:01]: "Older workers do train differently... they need to be trained in many cases in a way that is differently."

He argues that training should be tailored to different learning preferences, emphasizing live training, storytelling, self-paced modules, and interactive engagement to accommodate various generational needs.

Bob McCann [11:28]: "There's a preference towards live training, there's a preference towards storytelling and training... The way people learn needs to be adjusted to benefit from diversity."

Final Thoughts and Practical Advice

In concluding the episode, Matt Abrahams and Bob McCann engage in a reflective discussion, emphasizing the importance of understanding and adapting to generational differences through effective communication. They underscore that successful intergenerational communication hinges on being audience-centric, prepared for objections, and leveraging persuasive techniques tailored to diverse groups.

McCann shares actionable advice for fostering better intergenerational communication:

1. Diversify Networks:
   • Encourage employees to expand their professional networks beyond their immediate circles to include diverse age groups.

Bob McCann [14:10]: "I would persuade them to implement initiatives to have all employees... to diversify their networks."

2. Admire Authentic Communicators:
   • Identify and learn from communicators who exemplify effective intergenerational communication, such as Indra Nooyi, former CEO of PepsiCo.

Bob McCann [15:30]: "Indra Nooyi is one of the most authentic speakers I've ever seen... her storytelling is audience-centric and engaging."

3. Successful Communication Recipe:
   • Offense: Prepare metrics, data, and compelling stories.
   • Defense: Anticipate and address objections.
   • Special Sauce: Deeply understand the audience and apply persuasive techniques.

Bob McCann [16:44]: "If someone always understands the audience, they're in tune, they're ready for Q and A and they can prepare for those three areas. They're going to be in good shape."

Conclusion

Episode 176 of Think Fast Talk Smart provides a comprehensive exploration of intergenerational communication in the workplace. Through insightful discussions and practical strategies, Matt Abrahams and Bob McCann offer valuable guidance on overcoming stereotypes, fostering meaningful interactions, and leveraging generational diversity for organizational success. By implementing the discussed techniques, listeners can enhance their communication skills, build stronger professional relationships, and create a more inclusive and productive work environment.

Notable Quotes:

• Bob McCann [02:31]: "There's a tremendous opportunity for meeting and interacting with people who are different than you, for increasing a variety of potential outcomes in business in a positive way."

• Bob McCann [06:41]: "Generally speaking, the stereotypes about older people tend to be negative. Communicatively challenged, frail, slow... These are stereotypes."

• Bob McCann [08:52]: "The key would be quality contact over quantity of contact... inviting younger people to boards where maybe older people are sitting on the forming teams in a way that's very diverse in terms of age and other perspectives."

• Bob McCann [11:01]: "Older workers do train differently... they need to be trained in many cases in a way that is differently."

• Bob McCann [14:10]: "I would persuade them to implement initiatives to have all employees... to diversify their networks."

• Bob McCann [16:44]: "If someone always understands the audience, they're in tune, they're ready for Q and A and they can prepare for those three areas. They're going to be in good shape."