Getting Along in a Multi-Generational Practice - EIVSCeivsc.com/pdf/multi-generational-practice.pdfa...

Getting Along in a

Multi-Generational PracticeAlyce D’Amato, CVT, CVPM

Chief Executive Officer

Horizon Veterinary Services

Four Generations in Veterinary Practices

Improving Intergenerational Relationships

1. Acknowledge the Frustrations

2. Develop Respect and Appreciation for Differences

3. Discuss 5 Steps to Resolution

4. Identify the 12 Most Common Sticking Points

5. Apply the 5 Steps to Common Sticking Points

We are not defining generations

to categorize or label people.

Every individual has their own

personality, traits and life experiences

that shape who they are.

Important Points

Identifying and characterizing

generations does not serve the

individual.

The advantage lies in improving

how individuals interact with one

another and impact the world

around them.

Important Points

Generation:

Identifiable group that shares birth years

What drives generational differences:

Experiences at critical developmental stages that influence

thoughts, values, fears and behaviors…

Important Points

✓ World Events

✓ Politics

✓ Economy

✓ Societal Changes

✓Technology

✓Entertainment

✓ Size of Generation

✓Parenting Cascade

(Traditionalists)

72-54

53-38

37-21

20 -

90-73

Acknowledge Frustrations

Traditionalists 1928-1945 73-90 yrs old

Baby Boomers 1946-1964 54-72 yrs old

Generation X 1965-1980 38-53 yrs old

Millennials 1981-1997 21-37 yrs old

Acknowledge Frustrations

Developing Respect and Appreciation

Focusing on the “what”

escalates tension.

Focusing on the “why”

pulls teams together.

Haydn Shaw

Pop. #: 38,600,000 (12.7%)

Teenagers: 1930s, 1940s and 1950s

Motto: Keep Calm and Carry On

Key Events

• World War I (1914-1918)

• Prohibition (1920-1933)

• First talking movie (1927)

• The Great Depression (1929-1939)

• World War II (1939-1945)

• Move from farms to suburbs (1901-1970)

• Atom bomb on Hiroshima (1945)

Traditionalists 1928-1945 73-90 yrs

Respect & Appreciation

The Great Depression

• 15 million Americans out of work

• Unable to feed their families

• Learned to “make do and mend”

• Stayed at home with family



Impact

• Cautious and thrifty

• Grateful to have any job

• Content with basic necessities

• Heavy focus on family

World War II

• Rationing of food, clothing & gas

• Victory because individuals sacrificed for

a greater cause and our government did

what they promised



Impact

• Belief in hard work & sacrifice

• Less need for individuality

• Loyal and patriotic

• Leaders lead & troops follow

• Respect for authority

Farm life

• Farm life was hard; you want to eat – you work the field

• Farm work had to be done when the sun was out

• Kids worked on the farm



Impact

• Strong work ethic

• “Early to bed, early to rise”

• Adult roles at an early age

Pop. #: 79,800,000 (26.2%)

Teenagers: 1960s and 1970s

Motto: Do Your Own Thing

Key Events

• Surge of births after WW II

• Robust economic expansion

• Television

• Civil rights movement (1955-1968)

• Vietnam (1954-1975)

• Watergate (1972-1974)


Baby Boomers 1946-1964 54-72 yrs

Robust Economy

• 1st generation not preoccupied with food & shelter

• American dream attainable through hard work

• Affluence allowed freedom to explore self

and search for meaning


Impact

• Value shift from sacrifice to self-fulfillment

• Decrease in saving for retirement

• Idealistic & optimistic

• Meaning of life & self-expression top priorities


The Surge of Births

• Schools, colleges, job market not ready for numbers

• Competition for sports teams, universities, jobs

• Marketers “doted” on large consumer base

• Redefined: marriage, family, fertility, buying 1st house,

religion, retirement & old age


Impact

• Belief that hard work pays off

• Workaholics

• Used to being heard

• Feel special & important


Generation Gap

• Move from farms to suburbs created the “teenager”

• Peer influence greater than prior generation

• Television put Watergate front and center


Impact

• Traditionalists couldn’t understand the

rejection of the American dream

• Shift from “do your duty” to “do your own thing”

• Trust in sources of information other than parents

• Parents viewed as part of the establishment

• Questioned parents and other adults


Pop. #: 60,100,000 (19.8%)

Teenagers: 1980s and 1990s

Motto: Get Real

Key Events

• High inflation & interest rates (mid 70s-early 80s)

• Iranian hostage crisis (1979)

• AIDS (1981)

• MTV (1981)

• Divorce rates triple (1960s-1982)

• Berlin Wall torn down (1989)

• Persian Gulf War (1991)Respect & Appreciation

Generation X 1965-1980 38-53 yrs

The “Prince Charles” Generation

• Small generation, inherits problems, less political clout

• Fewer opportunities for upward mobility at work

• Largely ignored by marketers


Impact

• Less politically involved, less confidence

in government

• Less inclined to work towards promotion

• Do not feel special


Divorce Rate Triples

• 29% of Gen X grew up without

married parents

• Increase exposure to divorce

through friends, TV, movies

• Latchkey kids


Impact

• Cynical & realistic – life throws you punches

• Family instability made F•R•I•E•N•D•S more

important

• As parents, heavy focus on children


High inflation & interest rates

• Respected companies folded

• Employees laid off

• Jobs scarce even for college graduates


Impact

• Less loyal to employer

• Skeptical of organizations

• Obsessively self-reliant

• Greater focus on work-life balance


Pop. #: 83,600,000 (27.5%)

Teenagers: 2000 through 2010

Motto: Can We Fix It? Yes, We Can!

Key Events

• Oklahoma City Federal Building bombing (1995)

• Columbine High School shooting (1999)

• Bill Clinton & Monica Lewinsky (1998-1999)

• Sept 11th World Trade Center attack (2001)

• Gay marriage legalized in MA (2004)

• The Great Recession begins (2007)

• Slowest job recovery since the Depression (2008-)

• First black president (2009) Respect & Appreciation

Millennials 1981-2001 21-37 yrs

Heavy Parental Involvement

• Increase in missing children caused parents to keep children

close and become chauffer, activity director, etc.

• Parents dialogued with children rather than dictated

• Encouraged to express feelings, participate in decisions, even

disagree with parents

• Encouraged to be an individual



Impact

• Parents seen as resource for help & support

• Value guidance and mentorship

• Strong desire to contribute

• Confidence to speak up

Heavily Nutured Self-Esteem

• Every milestone and life event celebrated and recorded

• Children told they were special and could do anything

• Raised not keeping score & everyone got a trophy


Impact

• Feel special

• High expectation for recognition and

reward

• High expectation = perceived entitlement

• Reality of college, work and adult life

cause low self-esteem and depression.


Oklahoma bombing, school shootings and Sept 11th

• Terrorist or crazed gunman can turn an office, post office,

school, movie theater or mall into a war zone

• Bombs and battles no longer across an ocean


Impact

• Don’t wait until tomorrow to do

something important

• Strong desire to make a difference

• Volunteer rate high

• Value work-life balance


Generations of Multi-Generational Conflict

Each generation thinks the

ones that follow will be the

downfall of society.

“They just don’t

get it.”

Generations of Multi-Generational Conflict

“The children now love luxury; they have bad

manners, contempt for authority; they show disrespect

for elders and love chatter in place of exercise.

Children are now tyrants, not the servants of their

households. They no longer rise when elders enter the

room. They contradict their parents, chatter before

company, gobble up dainties at the table, cross their

legs, and tyrannize their teachers." Plato

428 B.C.E.

1. Acknowledge Frustrations (What)

2. Appreciate Differences (Why)

3. Identify Relevant Generational Strengths

4. Brainstorm Multi-Generational Solutions

5. Establish Strategy for Implementation

5 Steps to Resolution

5 Steps to Resolving Sticking Points


Respectfully and fairly discuss what is frustrating.


Put forth effort to understand why there are differences

and frustrations.


Awareness is powerful – it can

breakdown stereotypes and

change team dynamics.



Determine which generational strengths you can take

advantage of to help facilitate change.


Collaborate as a team to identify solutions that include the

concerns and strengths of each generation.


Decide which solution(s) is best for the practice and develop a

plan and timeline for implementation.

(Note: Final decision may have to be made by leadership.)



12 Most Common Sticking Points

1. Communication: What is the best way to interact with my

coworkers?

2. Decision Making: How do we decide what to do?

3. Dress Code: How casually can I dress?

4. Feedback: How often and in what ways do I want input?

5. Fun at work: How much fun is allowed at work?

6. Knowledge transfer: How do we pass on critical knowledge to

new employees?

Sticking Points


7. Loyalty: When is it OK to move on?

8. Meetings: What should happen in our meeting?

9. Policies: Are policies rules or guidelines?

10.Respect: How do I get others to respect me?

11.Training: How do I learn best?

12.Work Ethic: How many hours are required and

when must I work them?

Sticking Points


1. Communication

2. Decision Making

3. Dress Code

4. Feedback

5. Fun at Work

6. Knowledge Transfer

Sticking Points

7. Loyalty

8. Meetings

9. Policies

10.Respect

11.Training

12.Work Ethic

Thank

You!

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