Understanding Communication Styles on Diverse Teams

This is an edited transcript of the webinar, Understanding Communication Styles on Diverse Teams, presented by Marva Mount, CCC-SLP, FNAP

Learning Outcomes

After taking this course, participants will be able to: 

• Describe characteristics of a practitioner who can easily adapt and/or read communication styles.
• Explain strategies that are useful for communication with all types of communication partners.
• Explain strategies useful when attempting to get someone to say yes.

Introduction

As professionals, there's a crucial topic we must address—one that holds significance for everyone, but particularly for those of us in our chosen fields. We often find ourselves discussing sensitive matters that people may not yet be prepared to hear or that they may struggle with emotionally. These conversations might involve families, clients, or patients, and understanding their communication styles is vital.

Today, our focus is on comprehending communication styles within diverse teams—a topic that directly applies to all of us since we work in such diverse environments. Before we delve into the specifics, let's take a moment to acknowledge the limitations and risks involved.

Throughout this course, we will explore general communication patterns among different groups and delve into generational communication styles. It's important to note that these generalities do not apply to entire groups of people; rather, they are based on research that has categorized certain characteristics for each group. However, these characteristics are not universal to everyone within a category, and no single group is limited to the traits found within it. The intention behind presenting these categories is to encourage conscious consideration of communication styles and their variations in the workforce.

What is ONE Thing that Causes Stress at Work for You?

Let's take a moment to reflect together on what one thing causes stress at work. For me, as someone who regularly gives presentations to diverse audiences, a major source of stress is ensuring successful communication within my team and effectively conveying information, even when it may not be easy to hear. This seems to be a universal concern, regardless of occupation or workplace.

Today, I'd like us to explore the reasons behind this stress and why communication can be challenging. Why is it that some interactions with team members are always pleasant, while others seem to be consistently challenging?

The same applies to our interactions with clients or families. Sometimes, we effortlessly establish rapport with someone, and we can communicate complex or difficult information with ease. Yet, other communication attempts may not yield the same positive results. We need to examine ourselves and consider what factors contribute to these different outcomes.

Research indicates that 18% of employees cite their peers as a cause of stress at work (Scott, 2019). A grandparent used to say to me the only place that you can work and not have disagreements with people is if you work alone and by yourself. And that is a very true statement that I never really understood as a young person, but I've definitely appreciated as I've gotten older.

As professionals, our work environment often exposes us to significant stress, which appears to be more prevalent today than ever before. The current state of the world and the multitude of challenging situations individuals face contribute to this heightened stress level. When we come to work, we bring our lives with us. While we may attempt to compartmentalize and present our best selves, our personal experiences undoubtedly impact how we interact with our coworkers. Moreover, research from the American Institute of Stress reveals that more than 90% of the stress we encounter can be directly attributed to the dynamics within our teams (see www.stress.org).

In our work environment, we encounter so many different individuals. Some we may instantly connect with and form a natural bond, while others may not share the same connection. It's important to acknowledge that we can't be everyone's best friend or colleague, and that's perfectly normal.

However, the real challenge lies in effectively communicating with those individuals with whom we may not naturally click. Learning how to engage with them is even more crucial than communicating with those we naturally connect with. Failure to do so can lead to friction and tension in our workplace.

Why?

Why should we concern ourselves with this matter? What makes it so crucial? Workplaces can be so complex when it comes to communication. This complexity arises from various factors, including the environment in which we find ourselves and the demanding workload we carry. Numerous reasons contribute to the difficulties in communication with our colleagues. It is essential to be fully aware of this reality because encountering communication challenges with someone often leads to negative energy and tense situations, evoking feelings of irritability. I don't know about you, but whenever I have a conversation that doesn't go well, it tends to leave me feeling irritable. Additionally, it might increase my sensitivity towards that person, and subsequently, I may dread any future interactions with them because I can't easily let go of past experiences and their impact.

Disagreements and misunderstandings often stem from miscommunication. Addressing such issues is vital as they can lead to numerous problems in the workplace, affecting not just the individuals involved but also everyone around them. Therefore, it is crucial to make a conscious effort to avoid these situations whenever possible.

In times of stress or discomfort with someone's communication style, it is common for us to withdraw or retreat. However, this retreat can result in a significant decline in productivity, which is undesirable in any workplace where productivity standards must be adhered to. The lack of interaction can hinder progress and hinder collaborative efforts. As professionals, it is essential not to lose confidence in our ability to communicate effectively with others.

At times, such experiences can erode our confidence, making us hesitant to communicate, particularly with certain individuals. It is natural to become cautious after a negative interaction, which can hinder our willingness to engage with others.

One of the most common pitfalls in communication is having unrealistic expectations of others. We all have our unique preferences and personalities, shaped by our upbringing, values, and experiences. These factors significantly influence how we perceive others and how we anticipate their behavior. Consequently, our expectations often manifest in our communication style and interactions with others.

Awareness is Key

Let's focus on a few essential aspects.  First, we want to heighten our awareness, as awareness plays a pivotal role in improving our communication. To do this effectively, we must have a profound understanding of ourselves. Engaging in self-analysis and self-discovery may not always be pleasant or preferred, but it is essential, particularly after encounters that didn't go as expected. With self-analysis, we can ask critical questions, such as what contributed to the outcome and why things didn't unfold as intended. Uncovering the reasons behind these situations is vital for personal growth and improved communication.

Similarly, it is crucial to analyze the other party involved in the conversation. Although it can be more challenging to understand someone else's perspective, it remains an essential aspect of enhancing communication. Often, our initial reaction might be to label the other person as difficult, rude, or not a team player. However, a deeper analysis of the circumstances leading up to the conversation can offer insights into their viewpoint as well as our own. It's always essential to keep the big picture in mind.

We all have our triggers. And by triggers, I mean those little things that can really get to us. For example, when someone addresses us in a way we don't appreciate. Instead of using our names, they might say, "hey honey," "hey lovely," or "hey dude," and it just sets us off right from the start. That's what I'm talking about - triggers. These are the things that can easily rub us the wrong way and end up affecting how the whole communication goes and how we react to it. So, recognizing our triggers is crucial because it helps us better understand ourselves and how we respond to different situations.

And then comes the challenge of working without letting emotional triggers interfere. Going back to the self-analysis point, it's not enough to simply identify our triggers; we must also learn to control our initial reactions. You see, our first response to a trigger usually carries an emotional component. However, it's important to recognize that emotions can cloud our rational thinking, as that's just how our brains work. So, knowing our triggers is just one part of the equation; we must ensure that we don't let emotions get in the way when these triggers come into play.

I often find myself engaging in self-talk, especially when I recall moments from when my children were in high school and their friends would come over. In my generation, it was customary to address adults as "Mr." and "Mrs.," and respond with "ma'am" and "no ma'am." However, times had changed, and my children's friends didn't always follow those norms. Some of my son's friends would casually call me "Hey Marva," which sometimes caught me off guard. My instinctive emotional response would be to think, "My name is Mrs. Mount, and you don't know me well enough to use my first name." It triggered a sense of disrespect that I had to navigate carefully, especially since they were teenagers.

While I refrained from reprimanding or correcting them, it did stir up an emotional reaction in me. I couldn't help but wonder, "Who do you think you are?" The incident served as a clear example of the emotional triggers I mentioned earlier.

Do any of you recall "Leave It to Beaver"? It was a sitcom on television, quite a long time ago. One of the characters on that show was Eddie Haskell, a young man who had a unique way of interacting with his parents. He always tried to impress them by being articulate and observant, noticing everything around him. He had a talent for buttering them up and making himself look good. Those were certainly some memorable moments from the show! He was very complimentary, and I used to find it quite amusing while watching the show. The reactions of the parents to Eddie Haskell's behavior were always entertaining. It's a great way to put things into perspective as we talk about various communication styles.

Many Factors at Play

There are many factors at play when it comes to communication. Everyone has their unique way of expressing themselves. A significant aspect that influences communication is the presence of multiple generations in today's workforce. Generational factors inevitably come into play, whether we intend them to or not. Reflecting on the classic example I just mentioned, it's apparent how generational differences can manifest in various communication styles. For instance, in my generation, it was uncommon to address a parent by their first name. It was common to address adults with titles like Mr. and Mrs. back in the day, but as generations have evolved, our approach to greetings and formality has changed significantly. Things are quite different now compared to when we were kids or teenagers, and that includes how the younger generation communicates today.

Recognizing and understanding the diverse generational perspectives and preconceived notions is crucial in today's workplace, as well as in our daily interactions. Each generation brings its unique set of beliefs and expectations, which can influence how they perceive and engage with others.

Regarding expectations, it's essential to be mindful of the ones we set for ourselves and not unfairly project them onto others. Likewise, it's unfair when others impose their unrealistic expectations on us based on their beliefs or experiences. Communication plays a vital role in addressing these issues.

Four Common Communication Styles

Today, we're going to explore four fundamental communication styles. As we discuss these styles, take a moment to consider which one resonates most with you compared to the others. It's essential to keep in mind that these styles are not all-encompassing; rather, they offer generalities, as we discussed earlier. However, in broad terms, everyone tends to fall into one of these four basic communication styles.

While exploring these communication styles, you might find that you have elements of several different styles, and that's completely normal. You might not neatly fit into just one category we talk about, but that's perfectly okay. The key is to reflect on whether any of these styles describe your predominant approach to communication. Understanding your communication style can be incredibly valuable in self-awareness and recognizing how you engage with others, particularly in comparison to their style.

Intuitive Communicators

The first communication style we'll discuss is the intuitive communicator. Intuitive communicators tend to be unemotional and freeform in their approach. They don't invest much emotion in their communication. When interacting with an intuitive communicator, you might not initially perceive them as warm and fuzzy or very friendly. They focus on bottom-line communication, efficiently getting to the point, and avoiding wasting time.

When engaging with an intuitive communicator, picking up on the cues and clues they provide is essential. If you are not an intuitive communicator yourself, be mindful of their preference for directness, and avoid going into great detail unless necessary. They might express themselves by saying something like, "You know what? All that information is great, but just give me the bottom line. What was the end result?" This kind of response would indicate that the person you're conversing with is an intuitive communicator. They prefer receiving the essential information without delving into background details or the events leading up to it. Their communication style revolves around efficiency, seeking concise and quick responses, with no time wasted on unnecessary elaboration.

Consider your own communication style. Are you an intuitive communicator? Do you appreciate freeform, to-the-point exchanges that minimize unnecessary discussion? If so, you likely prefer getting straight to the main points and then moving on swiftly. Keeping this in mind will be helpful as we proceed to discuss the next type of communicator.

Analytic Communicators

The next broad group of communicators is the analytical communicator. Similar to the intuitive communicator, they are also unemotional, but their style is more linear in nature. Analytical communicators value confident communication that demonstrates expertise, particularly in presenting hard facts and numbers.

In contrast to intuitive communicators, analytical individuals place greater emphasis on receiving concise information without unnecessary fluff. However, when approaching analytical communicators with information, they expect it to be well-supported by hard facts and expertise. They don't seek an abundance of details, but they do want the information to be precise and well-founded.

When engaging with analytical communicators, be prepared to answer questions like, "What brought you to this conclusion?" or "How do you know that this is accurate information?" Analytical communicators want to know that you've done your homework. They seek concrete facts and figures, which sets them apart from intuitive communicators. Both groups value brevity, but analytical communicators specifically want you to demonstrate why you believe the information you're sharing is accurate. They expect you to provide evidence or support for your claims in some way.

Functional Communicators

The next type of communicator is the functional communicator. Functional communicators can be very emotional, expressing a strong attachment to the information they are discussing. They bring not only the facts but also an emotional investment in the topic. They prefer having control of the communication process.

When engaging with functional communicators, providing process-oriented and linear communication is essential. Present information in a sequential manner, starting from the beginning and progressing logically to the middle and finally concluding firmly and concisely at the end. They prefer a structured and well-organized flow of information and might not appreciate jumping around from topic to topic.

In conversations, functional communicators may be highly emotive, using gestures and expressions to convey their thoughts and ideas. They might present their ideas dramatically and passionately, emphasizing the significance of the subject matter to them. It's important to recognize that what may not seem like a big deal to you might be highly important to functional communicators due to their emotional attachment or response. Their emotional investment influences their perspective and the way they engage in conversations.

As we've discussed the different communication styles - intuitive, analytical, and functional - it becomes apparent how communication can be affected when interacting with various personalities. Misunderstandings and misalignments in communication styles can lead to communication getting off track and hinder effective interactions.

Personal Communicators

The final type of communicator is the personal communicator. They combine both emotional and freeform characteristics, valuing interpersonal relationships in their communication.

Personal communicators prefer using informal and friendly language to engage others. They are warm, inviting, and emotionally invested in the conversations they have. Factors like who is involved or the impact of what they're being asked to do can greatly affect their feelings about a particular situation.

These warm and fuzzy individuals are genuinely interested in knowing more about the people they interact with. If you work with a personal communicator, you might find them asking about your well-being before delving into the main topic. They take a genuine interest in how you are doing and how you feel about various aspects of your life, including X, Y, and Z. In the office setting, personal communicators are often the ones who express genuine concern for others' feelings and emotions.

Consider the following.  What if you're more of an intuitive communicator, and you have a coworker who's a personal communicator? It could really get on your nerves, right? But here's the thing - you should consider this: you know they prefer a warmer and more informal style of communication, and they appreciate it when you take the time to understand their feelings. "So, how do you feel about this? Are you okay with what we've talked about so far?" It might not be your natural approach if you tend to be more analytical or intuitive and keep emotions out of your conversations. But recognizing this difference can help you get along better with your coworker.

Take a moment to analyze which communication style suits you best. Do you fall into one specific category, or do you find yourself having traits from various communication styles? Maybe you resonate strongly with the intuitive communicator, but you also appreciate the touchy-feely aspects. Take a look at your personality style and try to identify it. Jot down some notes and give yourself permission to reflect on your communication style. Consider which type of interaction you feel most confident with. As for the other communication styles that you might not feel as comfortable with, it's alright! You can tell yourself, "Hey, I need to do some additional reading and take a more comprehensive look at how I can improve my communication with people in the workforce."

These four communication styles are powerful because they provide an opportunity to reflect on past communication events that may not have gone well. By understanding these styles, you can gain insight into why certain interactions fell apart. Perhaps you weren't truly listening to what the other person was saying, even though you thought you were. It's about recognizing and appreciating the different styles in which information is presented.

So, if you take away anything from today, let it be these four communication styles. By understanding them, you'll have a better grasp of the people around you, including your significant other, as opposites often attract. It could be an eye-opener in your relationships, helping you comprehend why certain disagreements and misunderstandings occur. This newfound understanding can prove to be highly valuable, not just in personal relationships but also in the workplace.

Generations in the Workplace

In addition to understanding the different styles of communication, which focus on the "how" of communication, we also need to consider the "who" - that is, the individuals we communicate with. Let's delve into the concept of generations in the workplace. Keep in mind that the following information is based on generalities from research, and it's not meant to categorize or label every individual within a generation negatively. Rather, it's about recognizing patterns that have emerged from various research projects about generations in the workplace (See Sheridan 2017 and Paychex 2019).

One generation that has become relatively scarce in the workforce is the Traditionalists, who were born before 1945. While some industries, such as education, may still have teachers from this generation, and there might be businesses working with seasoned professionals like doctors who fall into the Traditionalist category, their numbers are gradually decreasing. 

Next, we have the Baby Boomers, born between 1945 and 1964, who represent another significant generation in the workforce. Following them is Generation X, born roughly between 1965 and 1980, who bring their own unique perspectives and experiences to the workplace.

Then, we have the Millennials, who make up a large portion of the workforce today. Born between 1981 and 1999, they have been transforming the workplace with their tech-savviness and emphasis on work-life balance.

And finally, we have Generation Z, born around 2000 and onwards. Some of them might already be college-educated and making their debut in the professional world, while others could be taking on assistant roles such as receptionists or administrative assistants. It's essential to take note of this generation as they are the new emerging workforce, bringing fresh ideas and an innate understanding of technology.

"Traditionalist" Views

Looking at the characteristics of Traditionalists born before 1945, it's no surprise that work was seen as an obligation for them, as they worked to make a living rather than living to work. Respecting authority and following rules come naturally to them, and they tend to avoid confrontational situations whenever possible.

Due to their seniority and tenure-focused mindset, Traditionalists place great importance on being addressed with respect. It's common for them to prefer titles like "Mr." or "Mrs." followed by their last name, and if they happen to be a physician, "Doctor" is expected. They may eventually grant permission to be addressed more informally, but initially, they prefer the formal approach.

As they believe in a clear hierarchy within the workforce, face-to-face communication is their preferred method. They are comfortable with in-person conversations and may not be as familiar with or receptive to newer technologies like texting or emails. Therefore, it's essential to be mindful of their communication preferences, ensuring that important messages are conveyed through channels that resonate with them.

When interacting with Traditionalists, it's important to employ strategies that resonate with their values and preferences. Expert endorsements and testimonials from trusted sources work particularly well for them. They tend to trust information coming from individuals they know and respect, rather than random sources on the internet. So, building trust through established relationships and reliable references is key.

Traditionalists appreciate teamwork and collaboration. In group settings, they feel more comfortable and engaged, and they value the input and contributions of their colleagues. When making decisions, they prefer to take their time and carefully consider all aspects before providing an answer. Rushing them or demanding quick responses can be counterproductive.

To communicate effectively with Traditionalists, it's essential to show respect for their process and decision-making style. Avoid pressuring them to make snap judgments, as it may make them feel uneasy or dismissive. Instead, allow them the time they need to arrive at a thoughtful conclusion.

Giving them ample time to think and make decisions is crucial, as they value thorough consideration and dislike being pressured into quick choices. Face-to-face conversations are their preferred mode of communication, so whenever possible, engaging in in-person discussions will foster better understanding and rapport.

Traditionalists are not as familiar with technology, which is perfectly understandable given the time they grew up in. Therefore, it's essential to be patient and accommodating when it comes to technological aspects of communication.

They also appreciate hierarchical work structures, respecting top-down authority and formal titles. Addressing them with the appropriate title, such as Mr. or Mrs., is significant to demonstrate respect. If they feel comfortable enough to be addressed more informally, they will let you know.

"Boomer" Views

Currently, there are still many Boomers in the workforce, along with Millennials and other generational groups we'll discuss. Boomers were born between 1945 and 1964, making them individuals in their 50s to 60s. Due to the retirement age, they continue to contribute significantly to the workforce.

One distinctive trait of Boomers is that they tend to "live to work." As a Boomer myself, I can relate to this mindset because it reflects the values in which I was raised. My parents, who were also Boomers, were highly dedicated to their work and deeply involved in their professional lives. The term "workaholic" was practically coined by this generation. Work is often an integral part of their identity, and they find a sense of fulfillment and success through their career achievements.

Boomers thrive on competition, which can be attributed to the historical context of the time they grew up in. During the period between 1945 and 1964, competition and striving for success were prevalent in society. They are determined individuals who don't like being told that something is beyond their capabilities, as they are motivated to prove others wrong and accomplish their goals. However, this level of dedication to work can sometimes lead to challenges in achieving work-life balance. Boomers are known for putting in long hours and working diligently, which might come at the expense of their personal time and well-being.

Some things that happen within the Boomer generation and strategies that might work for them, require supporting facts. Let's consider the four communication styles. Would a Boomer be intuitive, analytical, or personal? Reflecting on what we know about Boomers so far, we can determine their likely communication style.

Boomers are not typically intuitive communicators; they prefer a more analytical approach. Unlike intuitive communicators who seek concise information, Boomers like to see the big picture and appreciate well-reasoned proposals as new ideas. Instead of presenting fixed solutions, approach them with alternative choices, as Boomers prefer to weigh their options.

Boomers are goal-focused and oriented. If you identify as a Boomer or feel close to this generation either entering or exiting it, setting and achieving goals hold significant importance to you. And that's how people achieved success in the workplace, as it was crucial for earning higher rankings and promotions. Boomers tend to prefer one-on-one communication or discussions in meetings. Since they didn't grow up with technology, they might feel hesitant about communicating via email or text. Therefore, it's essential to consider this aspect when interacting with individuals from this generation. Instead of relying on frequent emails, it's often more effective to request a face-to-face meeting, giving them the opportunity to share their thoughts comfortably. Making this minor adjustment can significantly improve your interactions with them.

"Gen X" Views

Next, we have the Gen X perspective. Gen Xers are known for their strong work ethic and their enjoyment of both hard work and leisure. However, they value a clear distinction between their work and personal lives. Unlike Boomers, they are less likely to be committed to long-term career aspirations. They possess transferable skills and are open to exploring various professions and experiences. Gen X bosses often appreciate employees who can multitask effectively and showcase diverse experiences.

Independence and entrepreneurship are prominent traits among Gen X individuals. In fields like speech-language pathology, you'll find many private practitioners who transitioned from school or hospital jobs to establish their own practices. They believe they can make a difference and create a work-life balance that aligns with their work hard, play hard mentality.

Gen Xers tend to be somewhat skeptical, preferring others to demonstrate their claims. Growing up with technology and the internet, they have instant access to a wealth of information, making them inclined to seek proof and verification.

Gen Xers have had the advantage of growing up with technology and the internet, which has provided them with easy access to vast amounts of information. This access to information has opened up numerous possibilities and opportunities for them that were not as readily available to previous generations like Boomers and Traditionalists.

Because of their familiarity with technology, Gen Xers often turn to online research to validate and expand upon the information they receive from others. If you share an opinion or information with them, they may seek to verify it independently, not out of distrust, but because they are accustomed to fact-checking and ensuring that the data aligns with what they find.

So, it's essential not to take offense if a Gen Xer seeks to corroborate the information you provide. They appreciate the collaborative nature of gathering information and making informed decisions.

Gen Xers highly value work-life balance and like finding ways to work smarter rather than just longer hours. They are known for their innovative thinking and are not afraid to step outside the box to find creative solutions to problems.

One aspect that sets Gen Xers apart is their preference for flexible scheduling. They question the need to adhere to rigid working hours when they can complete their tasks efficiently and effectively in a shorter time frame. If they can accomplish their responsibilities in 20 hours a week, they don't see the need to be tied to the office for 40 hours. They value productivity over just putting in the time.

Given their tech-savviness, Gen Xers are comfortable with various communication methods, but they do tend to favor texting and emailing. They appreciate the convenience and efficiency of electronic communication, and it aligns well with their preference for flexibility.

In the workplace, if you want to communicate effectively with Gen Xers, consider using email or texting as a primary means of contact. They may prefer receiving information through these channels rather than engaging in face-to-face conversations when it's not necessary.

When thinking about Gen Xers and their communication style, ask yourself what kind of communication style they may have and which one of those communication styles overlays the best with a Gen Xer. Are they intuitive, or are they analytical? Do you find them to be more personal? Do you find them to be more factual? Think about what type of communication style might go along with this generation.

Strategies that work well with our Gen Xers involve avoiding hard-sell tactics and allowing them to make their own decisions. They prefer not to be bombarded with excessive information (A, B, C, D, E, F, G) but instead appreciate receiving the basics to conduct their own research. This generation values being on the same page with others based on their own findings.

Providing choices is a valuable approach because Gen Xers are out-of-the-box thinkers who challenge the status quo. It's crucial to avoid saying phrases like, "That's how we've always done it here," as it might discourage them.

Gen Xers hold others accountable for their promises. If you commit to something and fail to deliver, expect them to follow up via email or text to inquire about the situation. Being reliable and keeping your word is essential when working with them.

When offering guidance or suggestions, it is more effective to avoid direct instructions. Since Gen Xers enjoy fact-checking and verifying information on their own, they prefer having some freedom in decision-making.

In communication, being straightforward and getting to the point is appreciated by Gen Xers. Avoiding hidden agendas in conversations is crucial because they will lose trust in those who try to manipulate or conceal their intentions.  With Gen Xers, it's essential to practice a "mean what you say and say what you mean" communication style. They value straightforwardness and honesty in interactions.

In terms of communication methods, email is generally their preferred mode of contact. However, they are also comfortable with text messages and other technology-driven communication tools.

"Millennial" View

Next, we have the Millennials, who view work as a means to achieve a good life. For them, work is essential, but they prioritize finding a balance between their personal and professional lives. Millennials heavily rely on technology because they are considered the native technology generation. They grew up with constant access to technology, which profoundly shapes their communication style and preferences. Millennials are known for speaking their minds and being direct in their communication. Sometimes they can be thought of as "too direct." 

One significant aspect of Millennials' communication style is their desire for instant feedback and recognition. When they complete a task, they expect it to be acknowledged promptly. It's not just about praise; they seek constructive feedback that helps them grow and improve in their roles.

At times, clashes may occur in the workplace between Millennials and Boomers who are dedicated workaholics. While Boomers might be fully focused on the job, Millennials emphasize the importance of recognition and feedback to maintain motivation and job satisfaction.

Informal work environments are preferred by Millennials, reflecting the changing times and a broader shift towards informality in various settings, including the workforce.

As technology-driven communicators, Millennials favor texting and instant messaging over in-person interactions. They find efficient and convenient ways to communicate through various technology platforms, as they don't consider face-to-face meetings or phone calls necessary to perform their duties effectively.

Some effective strategies for working well with our Millennial coworkers involve honoring their preference for electronic communication, as they are avid users of blogs, instant messaging, and direct messaging for convenience.

Providing prompt feedback on their ideas is crucial, as it helps them understand that they are on the right track. Millennials are accustomed to receiving a wealth of information during their upbringing, so timely feedback reinforces their confidence and sense of progress.

Involving them in projects in a way that highlights their value is essential. Millennials seek meaning and purpose in their work and want to feel that their contributions are valuable and meaningful to the overall goals.

When communicating with them, ensure that your messages offer value and assist them with problem-solving. They appreciate collaborative discussions and enjoy talking things out.

Before engaging with Millennials, make sure you have done your homework because they are known for their thorough research and fact-checking capabilities. They have grown up with easy access to information, and they appreciate working with others who have also put in the effort to be well-informed.

Though they may come across as opinionated, it is important to understand that they value well-informed conversations and appreciate others who have taken the time to understand the topic at hand.

When considering strategies that work effectively for Millennials and exploring their communication styles, what type of communication style might they possess? Are they intuitive, analytical, more inclined toward personal communication, or do they tend to present information in a factual manner? Could they potentially have a combination of these communication types?

"Gen Z" Views

Then we have the Gen Zers, the newest individuals who have recently entered the workforce. Diversity is the norm for them, and being digital natives, they have always had easy access to technology. They tend to be pragmatic and financially minded, showing a strong awareness of what they want to achieve in their jobs and the financial outcomes they desire. As very conscious consumers, they are shrewd in their approach to comparing and contrasting services and products. They don't make purchases solely based on brand names or their parents' preferences. Instead, they carefully evaluate prices and the promises that products make before making decisions.

This particular group is highly politically progressive, actively engaging with politics, following its developments closely, and possessing an impressive knowledge of political matters. They are quite open to discussions about politics, even in the workplace, although we should be aware that political conversations can become personal and potentially create tensions.

It's important to note that they might feel offended if they perceive a lack of political progressiveness or if someone is unable to engage in political discussions. Being well-informed about current world events and political issues is valued by them.

Furthermore, this generation is deeply concerned about the environment and the impact humans are having on the planet. They are likely to be proactive in their environmental activism, often participating in protests and advocating for positive change in various situations where they believe improvement is needed.

Gen Z individuals possess big ideas and strong viewpoints, and they are unafraid to express and discuss them openly. Unlike some other generations, they do not shy away from confrontation or difficult conversations.

One effective strategy for working with Gen Z individuals is recognizing and supporting their emphasis on work-life balance. They prioritize and expect a healthy separation between work and personal life. Weekends are sacred to them, and they are not inclined to bring work home or stay late regularly. Of course, they may occasionally work extra hours to accomplish important tasks, but they are generally not the ones you'll find at the office before or after regular work hours.

you'll likely not find Gen Z individuals working at the office on weekends or consistently bringing work home in the evenings. Their strong focus on health and well-being is evident in their conscious effort to maintain a healthy work-life balance. I must admit, I admire this approach, and I find myself wishing I could adopt it for myself as well.

Their understanding of the impact of stress, overwork, and anxiety on their overall well-being and relationships is commendable. They recognize that taking care of themselves is essential for their own benefit and be their best selves for others. It's a quality I deeply appreciate, and I genuinely wish that individuals across all generations could embrace this same mindset. I think we'd all be healthier.

Gen Z individuals seek work that has a clear and meaningful purpose. They want to feel that their efforts are contributing to something significant. Technology is an integral part of their lives, and they rely on it extensively for communication and various tasks. Their proficiency in using communication tools allows them to be efficient and timely, sometimes prioritizing speed over a meticulous approach to completing tasks. Their focus on the end result, rather than striving for perfection, may be a source of frustration for individuals from other generations.

How Can We Adapt?

When thinking about the various communication styles and the different generations we have in the workplace nowadays, it's essential to consider a few things before having a conversation with someone. If you get a chance to observe people, that's a great idea. And when you're listening, try to be an active listener – that means really listening to understand, not just waiting to respond. These things are important when you're dealing with difficult conversations with families, patients, clients, or your coworkers. It helps you understand what they need and how to approach things better.

To handle these conversations well, start paying close attention to people and what matters to them, not just their age. Consider how you can approach each discussion to make it beneficial for everyone involved.

Here are a few things to think about: How do you adapt your personality or communication style? You don't need to change who you are completely, but you can make some tweaks to be a better observer and communicator. Find that sweet spot where you stay true to yourself while connecting with others effectively.

The most crucial thing is to be observant and have good observational skills. In healthcare professions, we're trained to do this with our clients, patients, and their families. We pay close attention to their words, the way they say things, and their body language. It's essential to extend this observant nature to other people in our lives, especially our coworkers, supervisors, and colleagues.

Being intuitive is key too. We should be able to read the room and gauge the atmosphere before jumping into discussions. It's not a good idea to charge in and blurt out our thoughts without considering the context and the people involved.

I can't emphasize enough how crucial it is to be observant, not only with the clients and patients we serve but also with the people around us all the time. It's about being in tune with others and picking up on their cues and needs.

Adapting our communication style to fit our audience is essential. If everyone in my world were exactly like me, it would be a disaster! I know I have my flaws, and that's why being observant helps me keep my emotions in check during conversations. It allows me to navigate tricky situations and connect with people in different ways. Be adept at reaching others in various ways.

The same communication strategies won't work for everyone. It's just like being a parent - you know that each of your children is unique, and you have to approach and discipline them differently to avoid constant fights at home. People are like that too.

If we can learn to reach out to others in various ways and adapt our communication styles, we can build trust and understanding. Sadly, there's not enough of this happening in the world today. We tend to talk at each other rather than engaging in true dialogue. This issue persists in our government, schools, and community resources. As professionals, we need to be aware of this and strive to be better communicators.

We need to be aware that everyone is not like us and that we have to present information in a way that is going to be the most helpful to our patients, our clients, and our families. Building trust in those situations is essential (See Nemko, 2019).

Why Do We Adapt?

The main takeaway from this slide is that impact trumps intent. In most cases, we genuinely have good intentions when entering a situation or communicating with someone. We don't aim to harm or hurt others. 

The main takeaway from this slide is that impact trumps intent. In most cases, we genuinely have good intentions when entering a situation or communicating with someone. We don't aim to harm or hurt others.

However, what's crucial to understand is that our intent isn't the most important factor. It's the impact we have on the person we're communicating with. The outcome matters more than our initial intentions. We need to be mindful of how our words and actions affect others.

To avoid misunderstandings and build better collaborative relationships, we must work with people's unique communication styles and respect their generational backgrounds. When we take the time to understand others and adapt our approach, we gain their trust.

Ultimately, the key is to recognize that what we say and how we say it carries significant weight. The way others interpret our words holds more significance than our intentions going into a conversation.  I cannot stress that enough. Some people say, "This is just how I am, take it or leave it." But as professionals, we cannot afford to have that mindset. We must ensure that our intent aligns with the positive impact we want to have on others. It's not just about being ourselves, but also about being mindful of how others perceive us.

Adaptation is key to effective communication. To recap, we need to recognize different communication styles, understand our own style, and be aware of any biases we might have toward other styles. It's not about being judgmental or prejudiced; it's about understanding what we bring to the table.

Absolutely, examining our biases is essential. We all have them, and they can significantly impact how we communicate with others. It's crucial to be aware of these biases and understand how they might influence our interactions with individuals from different backgrounds or generations.

Recognizing and celebrating the differences between generations is vital. We are all unique, and that diversity brings incredible value to our interactions. Each generation offers a unique perspective and experiences that enrich our conversations and relationships. Applying proper communication techniques and the strategies we've discussed is beneficial for all generations. These approaches are valuable in bridging gaps and fostering understanding across age groups.

Big Five

The Big Five, as we wrap up, is to create an environment for fresh ideas with shared credit. It's okay if somebody else takes the credit. We don't always have to have that. We also need to have an environment where people know they can come to us with ideas, and we're not going to dismiss them.  We want to accept them in the manner that they were presented to us.

We want to have a willingness to accept open and honest feedback, even if it might hurt your feelings. This includes being a good communicator and having great relationships with other people. Sometimes it takes your feelings being hurt for you to truly understand what is important in that relationship.

Have clear goals and expectations for yourself, and don't deviate from those. It's okay to set expectations for yourself. It's not okay for you to set expectations for someone else, especially if you don't tell them what those expectations are.

Everyone has the right to professional encounters without emotional reaction. Psychological safety in the workplace begins with good communication without those emotional knee-jerk responses.

Finally, is a win-win orientation. Conversation should be such that everyone walks away with something. You may not get all that you want, but you need to be acknowledged that something that you were asking for can be agreed upon by the group. 

Relationship Building

Know your triggers, check your bias at the door, remember the reason for your communication, and find common ground. Introspection and mindfulness are very important. And by that, I mean set aside time to understand your biases by taking a personal inventory of them. Once you understand the biases you hold, be mindful that you’re more likely to give in to them when you’re under pressure or need to make quick decisions.

Remember the reason for your communication. How can each person benefit? What are you attempting to accomplish and why is the communication important in the first place? If you can't come up with a reason for what you're about to say is important, then you probably don't need to say that for any reason. Be mindful of what your communication attempt is and what you're trying to communicate.

This holds true for finding common ground. Everybody can find common ground. Below are some ideas for how to seek a "yes" from someone (see Bailey 2022; Hogan 2010) 

• Find a way to make it personally appealing
• Be upfront and honest ~ clarity
• Use inclusive words (know your audience)
• Ask questions and listen attentively
• Focus on gains for all parties
• Understand this is a two-way street, not a one-way road
• Be open to changing your mind or adapting what you want
• Offer a graceful way out

Remember, "People may not forget what you said, but they will never forget how you made them feel." That is my favorite Maya Angelou quote. And I believe that wholeheartedly. Once we have a damaged relationship, it's hard to get it corrected, and it's hard to get people to come back to the table. So, we want to avoid that if possible.

Questions and Answers

When being berated or yelled at in a conversation, what can you do to bring down the temperature?

When people are yelling, that means that their emotional selves have "overloaded" their factual selves. I like to put on my active listening hat. I am no longer listening to respond because in that type of situation, it doesn't matter how I'll respond. They're not going to listen. The first thing I do when someone has gotten angry with me, they've raised their voice, or they've leaned into my space too much is to decrease my volume to a low whisper because people will regulate based on how you respond to them.  If they're yelling, don't yell back. Take a matter-of-fact, low tone of voice. Put on your "listening ears," and stop trying to listen to respond. Continue to modulate with your voice level and with your tone, "I hear that you're saying that that really upset you." And then let them finish. They will modulate based on what you're demonstrating in terms of your own behavior. It's a very interesting phenomenon, but it happens every time. So I always tell individuals if a conversation gets that far off the track, take a moment, put your "listening ears" on, model the behavior that you want to be given in return, and stop interrupting people. When you stop talking, it may take them a few minutes but then they will realize, "Wait a second, I'm arguing with myself." 

What do you suggest if conversations aren't going as planned? Do I regroup? Do I start over? What do I do?

There, again, miscommunication has occurred. You realize you're off track with what you're saying. So I would stop listening for responsiveness and actively listen to what they're saying. Then if they say, "Well, what do you think about that?" Then I would definitely model the voice intonation and level of confidence that I want them to give back to me. I would say something like, "I'm sensing that this has been really upsetting to you. Would it be a great idea to table this conversation and return when we have our talking points ready? What would be the best thing for you? Do you want to continue perhaps after a small break, or do you want to table this conversation and begin again when we're both a little bit fresher, and we have our talking points in place?"

References

American Institute of Stress.  Retrieved on 5/15/2023 from www.stress.org.

Angelou, Maya.  Quote Retrieved from:  https://goodreads.com/quotes/5934-i-ve-learned-that-people-will-forget-what-you-said-people . 

Asis (2022).  How to become a communication chameleon.  Retrieved from:  https://asisonline.org/security-management-magazine/articles/2022/07/how-to-become-a-communications-chameleon.

Au-Yueng, A. (2021).  7 Ways to Ensure Effective Communication at Work.  Retrieved from: https://www.lifehack.org/837296/communication-at-work.

Bailey, L. (2022).  How To Talk To Anyone:  Communicate with Confidence and Charisma, Using Charm, Banter and Better Small Talk.  Lucas Bailey.

Donahue, Wesley, E. (2022).  Fostering Effective Communication in the Workplace:  A competency-Based Approach that Boosts Your Ability to Get and Give Information.  Centrestar Learning. State College, PA.

Ferryman, Claudia (2011).  The Communication Chameleon:  How to Lead, Persuade, and Influence in Any Conversation.  RainMaker Books, Charleston, SC.

Hogan, K. (2010).  The Science of Influence:  How to Get Anyone to Say “Yes” in 8 Minutes or Less, Second Edition. John Wiley & Sons, Hoboken, NJ.

Lyon, A. (2019).  Perception and Communication. Retrieved from:  https://www.youtube.com/watch?v=KE2aZj7OFC8.

Nemco, M. (2019).  Chameleon Communication:  Six Ways to Flex for Effective Communication.  Retrieved from https://psychologytoday.com/us/blog/how-to-do-life/201901/Chameleon-communication.

Paychex, (2019). How to manage multiple generations in the workplace.  Retrieved from:https://www.paychex.com/articles/human-resources/how-to-manage-multiple-generations-in-the-workplace.

Scott, Kim (2019).  Radical Candor:  Being a Kickass Boss Without Losing Your Humanity.  St. Martin’s Publishing Group. New York, NY.

Sheridan, K. (2017).  Managing Generational Differences and Culture at Work.  Association for Talent Development.  Retrieved from:  https://www/youtube.com/watch?v=yojjS0a29-k.