Mind the Gap: Communicating across the generations

Intergenerational conflict is not only something that happens between parents and their errant offspring. Research shows that a lot of uncomfortable personal relations happen in the workplace as a product of conflicting value systems of different generations. In order to understand staff and customers, it is important to get an insight into their value systems.
We have known for many decades that our value systems are largely in place by the age of 10. Startling, more recent research is pointing to the fact that world events and moods that happen during the formative years of any generation’s life have a profound impact on the outlook and value system of that generation as a whole.

This talk looks at the fundamental shift in paradigm companies are experiencing as they start coming to grips with this concept including:

• Tailor-make their marketing strategies by speaking a values-based language that the different targeted segments understand
• Change their staff-retention strategies to meet the differing needs of the different generations that work for them
• Change their client retention programmes to target the right strategy at the right customer group
• Manage customer care programmes by solving issues in ways that suit the client generational value profile.