Communication: Chaos to Clarity

Maurene Caplan GreyGrey Consulting

making communication work

“Where’s the beef?”

Photo credit: Wendy's Commercial, 1984

Say what?

Communication is ambiguous. Trust is chaotic. Social media doesn’t exist.

Communication is ambiguous

Where is 6 p.m.

located?

We’ll be fed at 6 p.m.

Context defines communication

Yin and Yang of communication

Breeds groupthink Breeds ideas

Undermined by assumptions

Corrects assumptions

Inhibited by technology Supported by technology

Creates exclusiveness Creates inclusiveness

Trust is chaotic

Source: Clampet, J. (2010). Understanding a multigenerational workforce.

66-83 47-65 31-46 11-311928-1945 1946-1964 1965-1980 1981-2000

Traditionalists Baby Boomers Generation X Generation Y

46

78

50

806

41

29

24

Population * In U.S. Workforce

* In millions

Perspective is shaped

Angelina Jolie

(b.1975)

Generation X “Army of One” Free agent Entrepreneurial

Lady Gaga

(b.1986)

Generation Y 9/11 Socially connected High expectations

Barbara Walters

(b.1929)

Traditionalist WWII Loyal Dedicated

Cher

(b.1946)

Baby Boomer Vietnam War Idealistic Competitive

Traditionalists: Value experiences

Barbara Walters

(b.1929)

Traditionalist WWII Loyal Dedicated

Ask questions. Learn from their wealth of knowledge.

Seek them as mentors. You’ll get the inside track of what makes the company tick. They may even see you as a younger version of themselves.

The company is their identity. They want the company to continue to be successful after they’ve retire.

Baby Boomers: Show respect

Give them your full attention. Eye contact, lean forward, don’t check your smartphone.

Seek them as mentors. They experienced the transition from paper to paperless.

Their careers are a huge part of their identities. They may be afraid of being laid off. High salaries make then disposable.

Cher

(b.1946)

Baby Boomer Vietnam War Idealistic Competitive

Generation X: Get to the point

Don’t’ beat around the bush. They have little patience for preliminaries.

When making a request, tell them what’s in it for them. It’s an extension of “tell me what I need to know.”

Don’t expect immediate responses to emails or voice mails. It’s “not their thing.” They mean no disrespect.

Angelina Jolie

(b.1975)

Generation X “Army of One” Free agent Entrepreneurial

Generation Y: Challenge them

They like to combine work and play. They are good at multitasking.

Ask questions. They value being considered part of the team.

Innovation is their strength. Status quo is challenged.

Lady Gaga

(b.1986)

Generation Y 9/11 Socially connected High expectations

Social media doesn’t exist

Just another communication channel

Communication media

Technology convergence

Blogs Tags Wikis … more

Many faces of social media

I donuts.

This is where I eat donuts.

Here I am eating a donut.

Here is my favorite donut recipe.

Donut hole

Hype

Convergence

Regulations

Social media: The real story

Content Blogs Photos Profile Status Videos

Container Website Laptop Smartphone Tablet GPS

Connectors Likes Links Location Posting Voting

Destination

How to jumpstart viral

ContentMaurene’s photo

ContainerTwitter profile, plus more content

ConnectorsWebsite linkTestimonials link

The challenge

Source: Harvard Business School “Working Knowledge” newsletter, 17 April 2006. “Can you manage different generations?”

Managing multigenerational workforces is an art in itself

Young workers want to make a quick impact,

Middle generation need to believe in the mission,

Older employees don’t like ambivalence.

Homework: Create a manifesto

Reduce redundancy Reduce ambiguity Reuse / recycle content Generate ideas Value diversity

Challenge assumptions Use a variety of media Build trust relationships Democratize

communications

Suggestions to get you started …

And now you know

Best practices Be aware of what type of feedback works best. Do not stereotype based on generation (or other criteria). Tell others specifically why you appreciate their insights, assistance. Encourage idea generation. Put ideas in practice. Ask questions. Validate your understanding of expectations. Develop facilitated workshops on communicative styles and

technologies.

Great sites to visit GoToWeb20 www.go2web20.net International Association of Business Communicators www.iabc.com Ragan.com www.ragan.com Social Media Club www.socialmediaclub.org Society for New Communication Research www.sncr.org

making communication work

presentationsstrategy

workshopswriting

MAURENE CAPLAN GREYFounder, Principal

O: 845.531.5050C: 845.797.8579

twitter: @mgreysite: grey-consulting.commaurene.grey@grey-consulting.com