Do Generational Differences Really Impact the Workplace?

Human-resources consultant Nancy A. Haas defines four generations in the workforce today: seniors, baby boomers, generation X, and generation Y. With decades separating some of these workers, generational differences affect how staff and customers communicate with each other. Although age differences can make it more difficult to manage a department, diversity also plays a role in creating a positive workplace environment.

Haas cites generational differences in the ways employees communicate as an important consideration for teams and managers. Generally, she says, seniors expect personal communication in the form of handwritten notes or face-to-face interaction, while younger workers may be content with email and instant messages. In busy customer-service organizations, it's important to understand how different individuals receive communication; sending out an email blast about the latest product or policy may not be enough to educate all employees. To address generational differences, leadership may need to adopt multiple lines of communication and be flexible to meet individual employee needs. Customer-service team members also need to be aware of the ways generational differences impact communication when dealing with customers or coworkers.

A study from the Ethics Resource Center indicates that generational differences affect more than communication. According to the study, workers in the millennial age range—those born between 1980 and 2000—are more likely to fall prey to ethical issues in the workplace. The study cites peer pressure as a driving force in younger employees' ethical dilemmas. In a customer-service setting, poor ethical decisions can endanger more than a positive workplace environment; poor choices and team infighting can create a bad impression for customers and affect the company's brand. The ERC did find that millennials are more willing to report issues to compliance offices than older employees are; according to the ERC, it's important to educate employees of all ages about appropriate ethical behavior and use of company resources.

According to an Australian study on generational differences, there isn't a lot of science to back up what many people feel to be true in the workplace. The study concluded that employees of every generation share common motivators: they want continuous employment, recognition for their work, and opportunities to build a better future. Although the study calls generational stereotypes into question, the authors did note some differences observed between individuals of different ages. Customer-service employees and leaders should never make assumptions about coworkers or clients based on age but should be open to the different personalities and experiences of others.

Any time people from different backgrounds work together, the work environment will be affected. Generational differences can impede the way team members work together and communicate. By recognizing these differences and working together to resolve challenges, customer-service teams can create an environment that is good for employees and customers.

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