<p> Generational Differences Activities</p><p>Self Quiz</p><p>Circle the description that best describes your perception of work in each row. Then, add up your score for all columns. </p><p>4 3 2 1 Attitude If they say “jump”, If they say If they say If they say toward work I say “how high”. “jump”, I think “jump”, I want to “jump”, I say assignments about doing it a know what’s in it “Why?” better way, then I for me. jump. Role of Women should stay Women have Women should Is there a working home and raise the come a long way. have the same difference women children. Some women are opportunities as between men even capable of men in the and women? holding high workplace. level positions within an organization. Perception of I’ll work at the I’ll work at a I’ll work at a job Work? I work life same company company well until something thought we were from cradle to into my 60’s, and better comes supposed to grave. then maybe do along – more have fun and something else. money is always experience all better but we could. If it opportunity for feels like work, quick I don’t want any advancement is part of it! best. I don’t want to jump through endless hoops to get promoted. Attitudes Working long It’s hard to I’ll work from 8- Standard toward hours every day balance work and 5, unless working hours? working shows your family, but work something very If there’s hours commitment to the should come important comes nothing organization. Your before family if a up. Flexibility on interesting to do family will always choice needs to the job is really at work I should be there, but the be made. important to me. be able to go company may fail home. Getting if I don’t work in early is also a hard. problem.</p><p>Odgers, The World of Customer Service, 2e Page 1 of 3 ©2008 Thomson/South-Western If you scored near 20, you think like the Mature Generation; 15-19 points like a Baby Boomer; 10-14 points as Generation X; and 5-9points like the Millennial (Generation Y). </p><p>Each generation has its own way of looking at the world and workplace issues. Visit the web sites listed below to learn more about generational differences.</p><p>Generational Differences chart at: http://rds.yahoo.com/_ylt=A0geu7IGChBGT7IAtLlXNyoA;_ylu=X3oDMTE3ZXRyM3 MyBGNvbG8DZQRsA1dTMQRwb3MDMzUEc2VjA3NyBHZ0aWQDRjkwMl84MA-- /SIG=132cdcn28/EXP=1175542662/**http %3a//www.ats.wilmore.ky.us/academics/biacl/notebooks/07/watson_appendix1.pdf</p><p>Audio Files: www.npr.org/templates/story/story.php?storyId=5125730</p><p>1. “A Generational Gap in Work Philosophy” Commentary by Baxter Black (3:22 run time)</p><p>2. “Generational Differences in the Workplace” Interview with CEO Fred Miller and President Corey Jamison from the Kaleel Jamison Consulting Group (7:06 run time)</p><p>Using the following table, indicate the steps you could take to increase the performance quality of each generation of workers in your organization within the job-related categories below.</p><p>Boomers Gen X Millennial (Gen Y) Communication Skills</p><p>Adherence to standard working hours</p><p>Promotions</p><p>Repetitive job assignments that need to be done each month</p><p>Odgers, The World of Customer Service, 2e Page 2 of 3 ©2008 Thomson/South-Western Role Play Exercise</p><p>Select three students to assume the roles of Ken, the Human Resources manger, and an older employee in the scenario below. Role play the interaction that might occur between them, as described in the second paragraph. If time allows, select several groups of students and role play different outcomes.</p><p>Scenario Ken is 24 and a relatively new recruit to your company. He is very bright and shows much potential. He’s definitely a person your company doesn’t want to lose. However, lately he’s been coming into the office late and leaving early. His work is completed and done well, yet it’s bothering several of your older employees to see Ken’s lack of commitment to the company and disregard for the understood working hours.</p><p>As the Human Resources manager, how do you make Ken understand the hours he is expected to work at the company without making him angry? What do you tell your older employees who think Ken is a slacker and refuse to work on team projects with him?</p><p>Odgers, The World of Customer Service, 2e Page 3 of 3 ©2008 Thomson/South-Western</p>