How To Manage Across Four Generations

Kathryn Carlson

Product Director, HR Management

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Learning Objective

• Identify the generations in your dealership and their unique needs

• Capitalize on the differing motivators for each generation

• Identify and remove communication barriers • Facilitate respect and trust to ensure all

generations feel valued and remain engaged

The Four Generations

Veterans, Silents, Traditionalist

63 years and older

Baby Boomers

42 to 63 years old

Generation X, GenX

28 to 42 years old

Generation Y, Millennials, Echo Boomers

27 years and younger

Defining the Generational Character

Traditionalist Baby Boomers GenY Millennials

Core Values Respect ConformityDiscipline

OptimismInvolvement

SkepticalFunInformal

RealismConfidentSocial

Family Traditional Nuclear

Disintegrating Latch-key kids Non-traditional

Communication PhoneOne on OneWritten

Phone“Call me anytime”

Cell phoneEmail“don’t call me at home”

Social mediaCell phone“just text me”

Education A dream A birthright A way to get there

An expense

Money SaversPay Cash

Buy now, pay later

Cautious Earn to spend

Workplace Character

Workplace Character

Workplace Character

Workplace Character

Workplace Character

Manage The Traditionalist

• Allow employee to set the rules of engagement

• Ask what has worked in the past and fit approach to that experience when possible

• Offer examples from other companies that are successful

• Emphasize that you have seen a particular approach work in the past, DON’T highlight uniqueness

• Let them help you define quality

Manage the Baby Boomer

Help them use their time wisely

Asses their comfort level with technology in advance

Demonstrate how important team work is

Emphasize that working with you will be a good experience for them

When they make good decision offer lots of praise (this group likes to win)

Follow up and check on a regular basis

Manage the GenY

• Put all options on the table• Be prepared to answer “why”• Present yourself as an information provider• Use peers as testimonials when possible• Show them you enjoy your work• Follow up and meet your commitments• They expect you to follow through and

will quickly lose respect if you don’t

Manage the Millennial

• Offer a plan that is specific to them• Offer peer level examples when possible• Be impressed with their decisions (if

appropriate)• They can’t get enough information, so offer

up as much as possible• Allow them to set tasks and goals as much

as possible

What They Want

Traditionalists want RESPECT

Baby Boomers want SUCCESS

GenYs want AUTONOMY

Millennials want VALIDATION

What Works For Everyone

• Establish objectives, goals and work plans• Provide education and training in multiple

formats• Give on-going coaching and feedback• Offer promotional and career development

opportunities• Provide Freedom • Balance, 9-5 doesn’t cut it anymore

Don’t Forget…

• Generational context is not just about age, but common experiences

• Different is neither right nor wrong, just different• Different approaches to the same problem is a

strength- highlight accordingly and seek common ground

• Never make assumptions• Generational understanding does not take the

place of concern for the individual

Questions and Answers

Contact Information

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The recorded webinar and presentation slides will be emailed to you today including your local representative’s contact information.

www.kpaonline.com

kcarlson@kpaonline.com

866-228-6587