Bridging Generations: The Secret to Unstoppable Teams

“Nobody wants to work anymore!”

“You just can’t find good people these days…”

Sound familiar?

If you answered yes, you’re not alone.

The narrative often points the finger at an apparent decline in work ethic, however, beneath the surface, differing priorities and perspectives across the generations is more likely the cause.

In his book Sticking Points, Haydn Shaw identifies 12 areas where generational differences have the potential to tear teams apart, or if navigated effectively, can become the glue that brings them together.

According to Shaw, these “sticking points” span everything from views on work ethic, loyalty, communication preferences, dress codes, policies, views of respect, training and development and others.

Remote work, yes or no? Depends on which generation you ask.

Casual Fridays? Gen Z would probably say the concept is “giving policy vibes”. Besides, every day is casual when you work from home, so why is there the need to specify?

Email etiquette? To use emojis, or not to use emojis – that, is the question. On second thought, who even emails anymore? Just use Slack.

While some topics shed light on generational differences in a lighthearted and playful way, other “sticking points” have the potential to cause massive friction on teams, especially when hot topics such as perception of respect, loyalty and work ethic are involved.

Each generation brings a unique set of values and expectations based on experiences (especially those in our formative years). These views, priorities and perspectives influence not only your internal dynamics as a team but also the way your team connects with your clients and community.

Unresolved frustration and communication gaps across generations can significantly hamper your company's productivity, morale, and ultimately, the financial success of the business.

Understanding generational nuances is not just about unraveling the mysteries of a seemingly disenchanted workforce; it's about harnessing the unique strengths each generation brings to the table to cultivate an unstoppable team that feels seen, heard, valued and appreciated for all that they bring to the table.

As you read on, it’s important to note that this article is not meant to be a comprehensive generational guide or a stereotype for people.

Rather, my hope in writing this is that it would give you a starting point to think about how you can seek first to understand the perspectives of the different generations, then how as a team you can leverage the differences and work together to gain a competitive edge.

I’d also like to give a big shout out to the two thought leaders whose work has most impacted my exploration into the topic of generations - Jason Dorsey, author of Y-Size Your Business and Z-Conomy, as well as Haydn Shaw, author of Sticking Points.

Another big thank you goes to Phil Cooper, who first introduced me to these concepts through his work with field service managers in the Accelerated Gross Profit Program, which has helped me bring all the pieces together.

The 5 Generations in the Workplace

Picture your team – a dynamic mix of seasoned pros who have seen it all, brand new technicians who are just starting out, and everyone in between. Some of them are ready to retire, for others, this is their very first job.

Next, imagine your customers. You likely have all five generations in your client base.

There are the Matures and Baby Boomers, who view your pest control services as a safeguard for their homes and families. You help protect the legacy they have built over years of hard work and dedication, and many have likely been with you for decades.

Then you have the younger generations, who value quick and convenient solutions. Are there ants all over their particleboard furniture? Yes, probably -- and they are looking for a fast, easy solution, which is why they called you. Their view of your services is likely through a different lens than that of their parents and grandparents.

The secret to delighting this diverse customer base is closer than you might expect. Companies can start first by recognizing and appreciating the generational differences, then leveraging them into strengths within their own teams. This, in turn, cascades to your clients and communities.

Before your team can begin to leverage generational differences, the first step is to acknowledge that these sticking points exist in the first place and recognize them as opportunities for connection, rather than obstacles to be avoided.

Overview of the Generations

MATURES – Pre-1945:

Matures, also known as Traditionalists, represent the eldest generation, born before 1945. While most have retired, understanding their worldview, preferences, and values remains crucial to serving them within our communities and as customers.

Shaped by experiences such as wars and economic downturns, Matures place a premium on long-term loyalty, respect, advancing through hierarchical structures and “paying dues” in the workplace as a prerequisite for advancement. The incorporation of new technology often requires a mental adjustment for Matures, who may find the changes daunting.

Many Matures value personal touches like handwritten notes over other forms of communication, which can make all the difference in your approach to customer service if you take the time to go that extra mile.

BABY BOOMERS – 1946 – 1964

Baby Boomers, characterized by work ethic, loyalty and optimism have a worldview that was shaped by historical events like the Vietnam War and the Civil Rights Movement.

In contrast to some younger generations, Boomers prioritize job efforts and company loyalty, often challenging retirement norms by staying in the workforce longer than their parents.

Understanding their communication style— opting for phone calls and face-to-face interactions—is crucial. Their motivation is rooted in teamwork and a sense of duty, which can create opportunities for mentorship and knowledge transfer to younger generations.

GENERATION X (GEN X) – 1965 – 1980

Generation X, born between 1965 –1980, find themselves caught between Baby Boomers, who are reluctant to leave their positions, and Millennials, eager for career advancement. Gen Xers grew up with more technology exposure than previous generations, making them comfortable with it, though not experts.

Often referred to as “latch-key” kids – many Gen Xers grew up with both parents working outside the home. This lent to a sense of independence and self-sufficiency for this generation.

Shaped by the seismic shifts of the AIDS epidemic, late night TV, the fall of the Berlin Wall, and the dot-com boom, they bring a wealth of experiences that champion diversity and a dose of skepticism that is unique to their generation.

Gen Xers were also the first to diverge from loyalty to one company for their career in favor of changing jobs, unlike the previous generations. This was in part due to being sandwiched between the Boomers, who delayed retirement, and the Millennials, who in looking to advance their careers with little regard to “waiting their turn” created a greater sense of competition in the job market.

To engage a Gen X employee effectively, consider providing autonomy, flexible work arrangements, and offer professional development opportunities and clear career paths for advancement.

MILLENNIALS (GEN Y) – 1981 – 1998

Next are the Millennials, born between 1981 and 1998. Millennials, being technologically adept and adaptable to evolving job requirements, bring a competitive and achievement-oriented mindset to the workforce.

As a generation, Millennials enter adulthood later in life - getting married, having kids and buying homes at later ages than other generations.

Having weathered the 2009 financial crash, and influenced by events like Columbine, 9/11, and the rise of the internet, Millennials have a much different approach to work, with an emphasis on the quality of their manager and purpose driven work being driving factors in their workplace satisfaction.

When they experience unwanted workplace change, they will often look for another job, and unlike Boomers, Millennials do not subscribe to the concept of working for one company until they retire.

To effectively engage Millennial employees, it’s important to create a work environment that fosters challenge, growth, personal and professional development, especially by integrating an element of social impact.

Generation Z: 1999- 2019

Generation Z, born between 1999 and 2019, is characterized by global awareness and an entrepreneurial spirit, shaped by pivotal events such as the War on Terror, Pluto being removed as a planet, the “Me Too Movement,” COVID and an early exposure to technology.

This is a generation motivated by diversity, personalization, individuality, and creativity.

However, challenges such as a lack of life or basic work skills may create frustration among older generations. Additionally, factors like living at home, reduced financial needs, and the "COVID effect" have influenced their workforce participation, posing a capacity problem for the economy.

In the workplace, Gen Z values independence, a work-life balance, and places a significant emphasis on mental health. Companies can foster engagement by implementing mentorship programs to bridge intergenerational gaps, offering flexible work arrangements, and incorporating initiatives that teach and train on basic skills.

Moreover, recognizing the importance of clear career paths, open communication platforms, and celebrating individuality resonates with Gen Z's preferences.

The Hidden Strengths of a Multigenerational Team

For companies and teams looking to elevate their business operations, it's more than just eradicating pests and optimizing systems – it's about fostering a work environment that taps into the collective strengths of employees from different walks of life across the generations.

With the echo of "nobody wants to work" still lingering in the thoughts and hearts of frustrated HR managers, it's time to delve into the generational differences in our companies to uncover the untapped potential that comes from leveraging diverse perspectives into the glue that creates unstoppable teams.

When we can successfully cultivate a culture of appreciation, acknowledgement, and teamwork, we can truly experience the synergy that is possible from having 5 generations in the workplace.

In closing, here are 3 actionable strategies that will help alleviate friction and strengthen your multigenerational teams. Acknowledging and embracing differences between younger and older team members establishes a workplace where everyone eagerly contributes their best and removes the “us” versus "them” mentality:

1. Implement Cross-Generational Mentorship Programs: Create mentorship initiatives that pair more experienced technicians (Baby Boomers and Gen X) with younger counterparts (Millennials, and Generation Z). This fosters knowledge transfer, enhances communication, and builds a collaborative environment.
2. Flexible Communication Channels: Cater to diverse communication preferences. Provide multiple channels for internal communication, including traditional methods like face-to-face meetings alongside digital platforms like email, Slack, and video call services. Ask for feedback often and seek to understand and listen deeply when navigating differing points of view.
3. Recognize and Celebrate Diverse Contributions: Create a culture that values the unique strengths each generation brings to the table. Acknowledge accomplishments and contributions, fostering a sense of appreciation and respect among team members.

By implementing these strategies, our companies can transform generational diversity from a potential challenge into a powerful asset, creating a harmonious and forward-thinking environment for employees while also building lasting connections with customers.

For a more comprehensive approach, consider reading Sticking Points by Haydn Shaw, specifically the chapters on “De-Coding” to learn more about how you can leverage the differences you are sure to encounter on your teams into your greatest strength.

Sources:

Dorsey, J. R. (2009, November 16). Y-Size Your Business: How Gen Y Employees Can Save You Money and Grow Your Business. Wiley.

Dorsey, J. R., & Villa, D. (2020, September 22). Zconomy: How Gen Z Will Change the Future of Business―and What to Do About It. Harper Business.

Cooper, P. (2023). Bridging Generational Gaps in the Workplace. Retrieved from the Evolve Your Team Website. https://www.evolveyt.com/ebooks/

Shaw, H. (2020, October 6). Sticking Points: How to Get 5 Generations Working Together in the 12 Places They Come Apart. Tyndale Momentum.