Navigating Generational Gaps in the Workplace
Have you ever found yourself at odds with a colleague born many years before or after you? Have you ever felt a bit out of the loop with new lingo being used around the clinic? Has anyone at work tried to correct you or made snide comments on a technique or procedure, referring to your style as “old school?” If you answered “yes“ to any of these questions, you might be experiencing the impact of generational gaps in the workplace. Rest assured, you are not alone in your experience!
A veterinarian friend of mine recently shared that one of the most requested topics of discussion she gets is differences in generations and how to work effectively with someone from a different age group. There seems to be a need to dive into this topic and try to break the stigma that often comes with each age group. The goal is to create less of an “us versus them” mentality at work and strengthen relationships between age groups. We can’t have a cohesive team if we are unwilling to reach across the generational divide.
Defining the Generations
Let us first lay the foundation by naming the generations. We’ll be using general terms throughout, with the understanding that no group of people is a monolith. No matter who we are interacting with, we should still respect and recognize their individuality, and refrain from applying our preconceived ideas or beliefs onto that person. For the purpose of this entry, we will stick with workforce-age individuals. Keep in mind there is no governing body of generational designations, and there isn’t much rigidity to who belongs in which group.
Baby Boomers - Born between 1946-1964 (around 61-79 years old) ~18% of the current workforce.
Generation X - Born between 1965-1980 (around 45-61 years old) ~35% of the current workforce.
Millennials - Born between 1981-1996 (around 29-44 years old) ~39% of the current workforce.
Generation Z -Born between 1997-2012 (around 13-28 years old) ~6% of the current workforce.
Stereotypes of the Current Workforce
Each generation comes with stereotypes and misconceptions. It is natural for the human mind to try to categorize, label, and make sense of the complex world around us. Sometimes this results in stereotypes which can be quite negative or ill-informed. Most stereotypes are created by very limited information and observations made by an outsider of a particular group, yet are often accepted as truth. If we aren’t mindful about the way we talk about or treat others, we can perpetuate harmful stereotypes without even realizing it.
Baby Boomers are often labeled as inflexible and stuck in their ways. Many believe that Boomers don’t care about younger generations, and that they are resistant to change. The disconnect between Boomers and other generations is quite evident by the phrase “OK, Boomer” which was implemented widely online as a way to dismiss, negate, or mock the opinions of the Boomer generation. Younger generations can feel resentful toward Boomers, believing that this generation had every opportunity to own a home, go to college, and start a family all on a single income, which is essentially impossible for other generations to achieve given the increased cost of living.
Generation X, or “Gen X” for short, are regarded as cynical and apathetic. Some believe Gen X were neglected by their parents, which is why they are sometimes referred to as “latchkey kids.” This term describes kids who get home from school before their parents get off work, where they are responsible for themselves and possibly even their younger siblings. Older generations sometimes consider Gen X to be disrespectful of authority, as they pulled away from more traditional roles of their parents. There’s sort of a paradox of stereotypes that apply to Gen X - on one hand, they’re fiercely independent at a young age, and on the other hand they’re “slackers.”
Millennials are often considered lazy and entitled, with a weak work ethic. Some believe Millennials have inflated self-esteem and need to get participation trophies or recognition for minimal effort. You don’t have to look far on social media platforms to see Millennials being criticized by both older and younger generations.
Generation Z, also known as “Gen Z,” has been labeled as being too dependent on technology, lacking people skills and being anti-social. These younger employees are sometimes considered unprofessional and ill-prepared for the workplace expectations placed on them by older generations.
Generations in the Workplace
If you take a closer look beyond the stereotypes and examine the work ethic and values of each generation, you may be surprised at what you find!
Baby Boomers were raised to be loyal to their boss or their employer. They show their loyalty and dedication by getting to work early, staying late, and always going the extra mile for their job. Some may say that the work ethic of a Boomer borders on being a workaholic. Boomers pride themselves in their length of service at a job. It’s not uncommon to have Boomers who stay at their job all the way through to retirement, even if they don’t particularly love their job. They value seeing things through to the end and sticking with their commitments. They have a wealth of institutional knowledge that one can only achieve with time and experience. Sometimes they struggle when new high-tech systems are implemented, and generally prefer a more simple user interface when dealing with phones, computers, or other devices. Retirement for many Boomers seems to be a moving goal post, with an alarming number of older adults continuing to work well past retirement age out of necessity. Unfortunately, this leaves Boomers vulnerable to ageism, which is defined as discrimination based on age. We’ll talk more about ageism in a bit.
Gen X embodies the term “work smarter, not harder.” They generally reject the Boomer philosophy about the workplace and have learned to be more creative with their time. Their fierce independence sets them up for success in entrepreneurial endeavors. In fact, over half of today’s start up companies were founded by a member of Gen X. Perhaps more than any generation, they’ve watched the rapid evolution of technology since childhood and have had to keep up or risk being left behind as things advance and change. Gen X is trying to find ways to care for the older adults in their life, raise their kids, while also trying to balance the demands of their career. This generation is incredibly adaptable and generally have sharp problem-solving skills. If a Gen Xer comes off as “cynical” or “apathetic,” it might be because of the immense pressure and stress so many of them carry in their day-to-day life.
Millennials are often curious and team-oriented. Instead of the individualistic work style of Boomers, Millennials want to engage in teamwork and prefer to take a collaborative approach to their job. They appreciate feedback on a regular basis and are generally advanced in navigating technology as they grew up in a world when computers and personal devices were already an integral part of life. Gen X paved the way so that Millennials could achieve more work-life balance, taking a “work to live” approach instead of the Boomer “live to work” approach. Millennials want a workplace where they feel valued and cared for, including adequate time off, solid benefits, and other perks that promote retention.
Gen Z seeks out workplaces that align with their values. They want to feel good about the work they are doing, and that their efforts are going toward something meaningful. They will even sometimes accept a lower paying job if it means their company aligns with their personal ethics. They greatly value diversity, equity, and inclusion efforts and tend to care deeply about social and environmental issues. They sometimes “job hop” and aren’t afraid to seek other opportunities if they are unhappy or unfulfilled at their current job. In some ways, Gen Z is almost opposite from Boomers in their attitude about work. They are perfectly capable of being loyal and hardworking like Boomers, but they also aren’t afraid to change their environment if it is no longer serving them. They want adequate time off and to be allowed mental health days without shame. While one employer may see frequent job change as concerning, another may find it commendable to prioritize finding a good fit rather than stay unhappy. Gen Z is often dismissed or overlooked before they have an opportunity to contribute simply because they are young and don’t have as much experience as other employees.
Perhaps the older generations should cut Gen Z some slack, as their lives were upended by the COVID 19 pandemic right as they were getting ready to launch themselves into adulthood. Many missed out on important social and developmental milestones that everyone else got to experience, yet we expect this generation to operate the same as the rest of us who took all of these experiences for granted.
Behaviors Explained
Every behavior displayed by both humans and animals is a form of communication. When we think about why someone may behave the way they do, it can be helpful to take into consideration the environment in which they came from. Each generation has certain historical events they’ve lived through which have shaped them and influenced the way they operate in life.
For Boomers, they witnessed the atrocities of the Vietnam war, and maybe even got drafted as a teenager. They watched the first person reach the moon. They had Woodstock and started the widespread counterculture movement in the 1960’s, and were around for the assassination of MLK and Kennedy.
Gen X watched the Challenger disaster on live TV. They witnessed the Dot Com Boom, and the rise of the personal computer. They also watched as a generation of young people lost their lives to the AIDS epidemic.
Millennials witnessed 9/11 on live TV. Some of us were even in our classroom as all of this took place, watching all our teachers and adults panic as the reality sank in that something seriously bad was going on. We entered the Great Recession as our lives were beginning to ramp up into college and adulthood. We saw the rise of tech and social media, and we saw the consequences of the Iraq and Afghanistan wars, some of our friends returning severely injured or not returning at all.
Gen Z was robbed of some formative years of their life as COVID hit. They arguably took the hardest hit during the pandemic, having their growth and development stunted as they watched escalating social and political tension. They are the first generation to experience normalized active shooter drills at school, and they likely know what to do in case of an active shooter situation more than most adults.
When thinking about the defining events of each generation, I couldn’t help but notice some common themes. Each generation has dealt with political violence, war, rapid STEM advancements, and socioeconomic pressures. If we’ve experienced similar circumstances, and those experiences help shape us, are certain behaviors more generational or situational? Someone who grew up during the Great Depression can probably relate with a young person experiencing poverty more than people their own age who grew up with wealth. Perhaps we have more shared experiences among generations than we think. So, why all the division among age groups, and what can we do about it?
Ageism
Although ageism impacts older adults the most, it also hurts younger people. In fact, age is the most commonly reported form of workplace discrimination. According to a Forbes article from January of this year, 1 in 4 workers above the age of 45 have experienced discrimination by their direct managers or supervisors, but only 3% of that group end up filing an official complaint.
Ageism can look like many things. It can be an older adult being laid off at higher rates than their younger colleagues, as we saw during the height of the COVID 19 pandemic. Your Boomer coworker may be working well into their 60s and 70s because they are worried about their financial picture after retirement. Gen X employees might be worried about being denied a promotion because they aren’t as young or energetic as they were when they started their career years ago. Millennials in management might be unaware of their own bias and might unintentionally be displaying ageism for those older and younger than themselves. Gen Z employees might try to dress older or appear more mature for their age in hopes of being taken seriously. Gen Z might also not understand why Boomers take issue with their informal written and verbal communication style.
Actionable Workplace Interventions
Though making every employee happy at the same time is nearly impossible, there are many things we can do that can help bridge the gap between generations and help foster a more positive and productive workplace.
Reject Stereotypes: If stereotypes go unaddressed at your clinic, it will impact your team negatively. Feeling misunderstood or unfairly judged can impact job satisfaction, lower performance, and diminish motivation. Low morale can lead to burnout, poor retention, and even have deadly consequences. It’s no secret that veterinary medicine is plagued by a mental health crisis. A team member who is already experiencing a mental health concern who is then treated poorly by colleagues can be pushed into a crisis. It’s up to everyone in the clinic to create an environment where everyone is welcome regardless of age or any other identity. Everyone is working toward a collective goal to help animals, but this becomes impossible when a team becomes fractured and disjointed. It doesn’t take much effort to get to know someone different than yourself, so as much as you can, simply try to reach out and make connections. Chances are, you’ll find yourself in a more positive and thriving workplace. Intergenerational communities benefit everyone. Work should be no different!
Two-Way Mentorship: Traditionally, having a mentor at work meant having an older, more senior employee be available for you to teach you and show you the ropes. This of course can be useful, but two-way mentorship is an opportunity for older and younger employees to get comfortable teaching each other and exchanging the knowledge and experience they bring to the table. Younger employees can teach the older employees about the new technology or tools the clinic just implemented, or share the latest standards in care taught to them. Similarly, the “old school” veterinarian can probably jump into action when the internet goes down, relying on a hands-on approach they were trained to do before much of the current technology existed. Having a two-way mentorship system at your clinic can help reduce age-based stereotypes and create a sense of community and belonging that we as humans need to thrive. As a bonus, you will also have a team with knowledge and skills that span many decades, which is a uniquely strong position to be in as a team.
In both human and veterinary medicine there seems to be this expectation that the more senior employees “eat their young,” meaning they interrogate, test, and challenge newer employees as a way for them to struggle in order to earn their place in the field. If you were to ask a preceptor why they aren’t kind to their preceptee, they may say something to the effect of this is how they were treated as a new graduate, so therefore this new graduate must receive the same treatment. It’s worth questioning why this generational attitude seems to be acceptable throughout the medical world when it clearly is used to be intentionally hostile and unkind. We tell the kids in our life that we just want what is best for them, and want them to thrive and have a better world than we did. As a culture we agree that having relationships with those of all ages is beneficial. Why do we not extend the same kindness and acceptance to new colleagues entering our field of practice? With more and more people leaving vet med (and human med for that matter,) this may be a situation where we can’t afford to continue treating new professionals this way.
Two-way mentorship in the workplace is a good first step in negating the dynamics described above, where we level the playing field and treat newer employees like they have something to offer, because they do! They may not have the exact same things to offer as a more seasoned employee, but they still have immense value and deserve to be treated as such. There may be some strong feelings about the shifting dynamic with two-way mentorship, which should be addressed as they arise. However, the benefits of implementing this practice far outweigh the temporary discomfort in challenging age and generational expectations. Growth can be uncomfortable!
Identifying Strengths: Mismatched task assignments are frustrating for all involved, and don’t promote productivity or job satisfaction. Each individual on a team brings their own experiences, education, and ideas. When a manager assigns tasks inappropriately, these experiences, education, and ideas are not being seen or heard adequately.
Imagine a manager asking a Boomer to troubleshoot the new electronic health record system, and asking a Gen Z employee to operate the old film X-ray machine they never learned how to use properly when the digital machine is down. Maybe these employees feel totally confident in their task assignment, but maybe they don’t. Does your clinic have an environment where your employees feel comfortable approaching management if they feel ill-equipped or unprepared for certain tasks assigned to them?
Workplace Benefits: Flexible work accommodations can increase retention rates and employee satisfaction. Offering the option to finish charting at home or allowing remote work when possible can send the message that you trust your employees to get work done outside of the clinic walls. To some Boomers, the idea of remote work or not being in the office for your full 40+ hour workweek might seem absurd. To Gen X, Millennials, or Gen Z, remote or flexible work options are actively sought out and could attract some great talent.
Millennials are the largest part of our current workforce and also own the most pets of any other generation. They’re also having less human children than previous generations, and instead see their pets as their children. This means millennials likely make up most of the clientele and employees at your practice. It may be more important than ever to ensure that both your employees and those paying for your services feel understood and valued. Offering pet insurance, pet bereavement leave, and allowing pets to come to work can all be very appealing to Millennials and Gen Z in particular.
It is well-established that Millennials and Gen Z specifically value a workplace that cares about their mental health, and wish to normalize and destigmatize mental health struggles instead of hiding them away in isolation. Offering additional support such as an Employee Assistance Program (EAP) or regular wellness days can show employees that their mental health is important and something that requires attention and care. Allowing employees to take mental health days to recharge or take rest is a small accommodation that can make a world of difference. In a field plagued by high levels of depression, anxiety, and suicide, a focus on employee well-being has never been more critical.
Consulting a professional such as a Veterinary Social Worker is a great way to help your team with strengthening relationships, managing conflict, and gaining tools to manage stress and other mental health concerns. Think of it as a “lunch & learn,” only the focus is employee wellness rather than a new pharmaceutical or diagnostic machine.
In Conclusion
It is not easy navigating generational differences inside and outside of the workplace. Leaning into the discomfort we feel when our beliefs are challenged is the only way we can grow. Openness to being teachable is just as important as being willing to teach, and that goes for people of all ages.
I want to challenge everyone reading this - whether you’re a CSR, VA, RVT, kennel tech, practice manager, DVM, or any other role within a clinical setting - to start observing the ways in which generational differences may be impacting your team. If you do notice anything, I encourage you to bring your observations to the table along with some ideas or potential solutions so that you and your team can begin to address and grow through these differences.
Please reach out if you think an intervention could benefit your team. We offer custom education and wellness sessions for clinics across the San Francisco Bay Area, or virtually if you are located outside the Bay Area.