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CNN Live Sunday

Interview With Authors Lynne Lancaster, David Stillman

Aired February 24, 2002 - 17:19   ET

THIS IS A RUSH TRANSCRIPT. THIS COPY MAY NOT BE IN ITS FINAL FORM AND MAY BE UPDATED.

THIS IS A RUSH TRANSCRIPT. THIS COPY MAY NOT BE IN ITS FINAL FORM AND MAY BE UPDATED.
FREDRICKA WHITFIELD, CNN ANCHOR: The weekend is not over yet, but we're turning our attention now to the workplace. A new book lays out the on-the-job landscape in a very unique way, with the emphasis on how different generations work and interact with one other.

"When Generations Collide" is the book, and it says there are four distinct demographic groups all thrown together in the workplace. The authors say each generation, the traditionalists, baby boomers, gen-X'ers and millennials, each have their own work ethics and styles. And clashes are inevitable, they say. But this generation gap is one that we can all overcome.

So joining us now are the authors of "When Generations Collide," Lynne Lancaster and David Stillman. Thanks for joining us.

DAVID STILLMAN, CO-AUTHOR, "WHEN GENERATIONS COLLIDE": Thank you.

WHITFIELD: All right. So these clashes that are bound to take place, are we talking mostly, Lynne, let's begin with you, are we talking mostly about behavioral differences or verbal communication?

LYNNE LANCASTER, CO-AUTHOR, "WHEN GENERATIONS COLLIDE": It's a lot of both, and it can have either the personal outcome of really offending and turning off other people, but it also can have a bottom line outcome in the workplace, because when companies are spending money to recruit and retain and attract workers, and then communication conundrums arise, they can lose people and ultimately really have some retention problems.

WHITFIELD: And so, David, give me some examples. We're talking about everything from common courtesies to perhaps the way the differences in which we address one other, asking someone to do something for us, et cetera.

STILLMAN: Let's take something as common as feedback on the job. The older generations are very used to more formal, documented process, where you sit across the desk from one another. But younger generations want it more instantaneously and immediate. X-ers will take feedback in the hallway, the parking lot, even the bathroom.

And what is happening is because of these differences the generations are not getting enough feedback. For example, on our national survey, one-third of generation X-ers said they actually received their phone bill more often than they received relevant feedback on the job.

WHITFIELD: So people are getting offended, perhaps for things they should not be offended for, at least, you know, the giver doesn't think they are being offensive, but the receiver certainly does. Or perhaps it's ways in how people are communicating, whether it'd be electronic means, or, like you said, through the phone, or even face to face, right?

LANCASTER: Exactly right. One sales manager was completely upset when -- he was a boomer, and he found out that his sales reps were sending e-mail thank-you notes to customers. The generation X rep said, hey, it is instantaneous and immediate, it shows I'm getting right back to them. Boomer boss did not agree, and that's where they had that collision.

WHITFIELD: All right, so how do you we try and smooth out the ruffled feathers? What are some of the first approaches that people may take? Because quite frankly, a lot of folks may not even realize that they are offending one another.

STILLMAN: Well, on the communication front, one thing we tell people to do is clarify how often and through what means to communicate. One may prefer e-mail, someone else may prefer voice mail, someone else may prefer face-to-face. And if you clarify these things, you better believe the generations can be much more productive on of job.

WHITFIELD: All right. Well, we have got some of the 10 tips that you advise in your book on trying to bridge the generation gap. We can't get to all 10, so we're just selectively going to get through a couple of them. Number one, you say end the eye roll. What do you mean?

STILLMAN: Well, a classic example. So often when we think of generational differences, you think of someone from the older generation saying, "in my day, I used to do it this way." And immediately what happens is the young generations roll their eyes and they tune out. But behind that phrase "in my day" is a wonderful opportunity to learn from someone else's work and life experience.

WHITFIELD: So both parties have to be a little bit more open, right?

STILLMAN: Absolutely.

WHITFIELD: OK. And here's another one, know if you have been there, you haven't done that.

LANCASTER: That's right. That's the idea that what worked great for one generation isn't always automatically going to work for the other generations. One thing we did for our book is we went to Fortune 500 companies recruiting Web sites and looked at the messages they were showing. Oftentimes, they were showing messages that would appeal to just traditionalists, like loyalty, or how long the company has been around, or how many offices they had. And they didn't have any messages that appealed to the other generations. For example, gen X'ers might be looking for career pathing, flexible work options, what kinds of projects they're specifically going to be working on. So just because it worked for one doesn't mean it will work for the others.

WHITFIELD: Boy, it's tough, though, because all of us are creatures of habit, you know.

STILLMAN: Absolutely.

LANCASTER: Oh, that's so true.

WHITFIELD: And so, learn the lingo is another tip that you have. And boy, that can really get folks a little upset there. What do you mean by that exactly? I mean, we're talking slang in particular, right?

STILLMAN: Yeah, absolutely. Well, yeah, what happened one boomer boss was so offended when her millennial intern called her "fat." But what the millennial meant was "phat," which was cool, and it was actually a compliment. So oftentimes, these little things can get in the way, and in our national survey one-third of respondents actually said they are often offended by someone from a different generation.

WHITFIELD: So you can't hand out a glossary, you know, or a new lingo kind of terminology book, so what do you do? You just kind of extract certain words from your vocabulary?

STILLMAN: Well, first of all, be willing to ask. What do you mean by that? But even more so, we have to be willing to listen. And that goes both ways, not just the older generation trying to learn the hip new young terms, the younger generations need to take time to listen to the older generations as well.

WHITFIELD: OK. And really quickly, the last point that we have time for. Ban blaming.

LANCASTER: That means that none of the generations are right or wrong in the workplace, they're just different. And the more we can do to understand those differences, the better we can overcome the collisions and recruit and retain and motivate workers much more effectively.

WHITFIELD: OK. Well, the book is called "When Generations Collide". It is already out on stands right now. Thanks very much, Lynne Lancaster and David Stillman, for joining us.

STILLMAN: Thank you.

LANCASTER: Thanks, Fredricka.

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