Research on Understanding and Managing Generational Conflict
Research Question 1: What is the nature of generational conflict?
High tech vs. low tech.
Technology is “the one big gap” between generations, and in fact, this generational difference was reported by nearly every participant. Younger interviewees noted frustration (and decreased communication and efficiency) because they perceived older individuals as reluctant to embrace or leverage technology such as texting. Some older interviews, on the other hand, noted that younger generations seemingly undervalue traditional ways of doing work because they take technology for granted.
Skilled vs. unskilled communication.
The final perceived generational difference that leads to behavior-based tension centers on differing perceptions by both generations about the extent to which they and members of the other generation communicate in a skilled way. Older interviewees perceived a lack of skills in younger generations, often reporting frustration with younger generations’ inability to communicate. Older interviewees suggested that problematic communication skills in the younger generation included an inability to transmit or interpret messages effectively and a lack of tact in interactions. In the older sample’s view, this “unskilled” communication results in workplace challenges such as inefficiencies, conflict, unclear messages, and a lack of transmission of information. Some of the older sample members attributed these challenges to how younger generations learned to communicate, as noted in the quote below. The communication skills of some of the younger people that I meet on a weekly basis are absolutely nil. There are absolutely no communication skills because they learn how to communicate via Twitter and talk in abbreviated words and abbreviated sentences. So if I had to communicate for any length of time with someone in their 20s, I probably couldn’t. On the other hand, “skilled” communication meant something altogether different to members of the younger sample. They viewed the skilled vs. unskilled generational differences as arising from the older generation’s failure to adapt to contemporary media. Tension is illustrated through a breakdown in communication causing frustration and major challenges in interactions, so much so that the message of communication is lost or misunderstood. Potential communication barriers between generations can result from this tension, as can be seen in the quote above in which, the interviewee perceives he is unable to communicate with “younger people.”
Me vs. we.
The first identity-based generational difference, me vs. we, refers to differences in how members of generations perceived they (and other generations) gave priority to personal identity or a collective identity. In the personality literature, Triandis and colleagues (1985) have described differences between idiocentric and allocentric personality traits. Idiocentrics emphasize personal goals, views, needs, pleasures and beliefs over those of others, while allocentrics emphasize shared beliefs and perceive themselves as similar to, and pay attention to, others (Triandis, et al., 1985). The samples we studied described generations in similar ways. An example of a more allocentric or “we” view is illustrated in this quote.
I think that the older generation gets it more than the younger generation…the new generation is all about “me” and how I’m going to be successful and the old generation is how we’re all going to be successful.
This younger interviewee points out a distinction in generations in the extent to which “me” or “we” is prioritized, describing the “new” generation more idiocentrically as “all about me” and the “old” generation more allocentrically as focusing on shared success.
Research Question 2: What strategies use to manage generational conflict?
Focusing on communication style.
The strategy of focusing on communication style includes a conscious choice by interviewees to portray a respectful demeanor when communicating, use communication channels preferred by other generations (e.g., face-to-face, phone, or email), or, as noted below, focus on language usage.
My attitude with the younger generation—fortunately, I know the vernacular because I have children and I do interact with them well and I have grandchildren and I do interact with them well. So I know the current stars. You can relate. Sometimes if you just throw out a ‘Did you see so-and-so on MTV’ whatever, you take away that gap.
The older interviewee here describes using the language she picked up from her younger family members when interacting with younger coworkers. In much the same way that using organizational vernacular allows an outsider to fit in a culture (Louis, 1980), using generational vernacular allows a member of one generation to ease conflict with a member of another generation. Several interviewees also reported adjusting the medium through which they communicated with members of another generation. For example, younger interviewees made a point to use phone (rather than texting) to communicate with older generation employees at work. By adjusting their communication style, these younger generation members helped overcome the behavior-based conflict arising from perceptions of communication skill.
Protecting needs.
Interviewees noted that they interacted with other generations in such a way that they ensured their own desires and wants were being met. In the example below, an interviewee from a younger generation reports trying to get his way with other generations in advancing an initiative that he feels is important.
One of the things I try to focus on when I’m implementing something like that is: ‘How am I freeing their time to do what I want them (an older generation) to do or to take a look at what I want them to take a look at? Sometimes, that’s the hardest part.
From this quote, we can see the interviewee protecting his self-interests by ensuring that the older person is does “what I want them to do” or notices the initiative that he feels is important. In this case, the interviewee actively manipulates the older generation member’s time in order to get his way, thereby lessening the chance of conflict. In our interviews, participants also noted that they protected their needs by “using” others in such ways as building support for ideas by using workplace politics, leveraging their formal authority in interactions to push their personal agenda, and venting or complaining about conflict to others.
Removing self.
Research Question 3: Influences on Interactions
Situational contexts help set generational stereotypes and expectations that individuals have for their own generation and other generations; these stereotypes and expectations, in turn, influence their perceptions. Interviewees draw on these contexts as they engage in conflict with others of various generations in the workforce. Following table provides additional descriptions of the contexts, as well as quotes to illustrate them.
Societal context
Many interviewees noted that they were influenced by broad societal trends, such as the media and general political, economic, and societal events. Interviewees (including the one quoted in the epigraph) noted being influenced by broad discourses in popular media. The way that generations are discussed in popular culture served as a resource to some interviewees in forming their own understanding of generations. As the quote below illustrates, individuals draw on media descriptions and portrayals of other generations to set expectations for what members of that particular generation are like, thereby influencing the conflicts that emerge.
I think the labeling of generation is media driven so that it gives the media a shorthand to report on various and sundry societal kinds of trends and also news stories and things like that. I think the media is the one who came up with the (generational) labels that are used, or at least they popularized the labels that are being used.
According to this interviewee and others, older generations have a stigma against younger generations (and vice versa) as a result of how various generations are portrayed and labeled by the media. Younger interviewees reported being affected by media portrayals of young people as opportunistic, materialistic, and self-centered, while older interviewees noted being affected by media-perpetuated images of old fogies who are stubborn and resistant to change. Both samples mentioned that these media images likely affected how the other generation viewed them and the lack of respect shown them by other generations.