The Generation Gap

As Generation Z enters the workforce, the age span among employees is growing. But does the increasing generational divide among staff and teams really matter when it comes to training and retaining employees? 

It does, but then again, it doesn’t, says Shay Runion, chief human resources officer and senior vice president of professional development at Arrow Exterminators in Atlanta. “With all five generations in the workforce simultaneously, we are facing a unique time as employers. Communication differences, behaviors, and attitudes [among different generations] all influence collaboration as a team, productivity, and overall job satisfaction. This is the most diverse workforce we have encountered.” 

However, adds Runion, we should be cautious about preconceived ideas of best practices for particular generations. Training that supports the work environment is best, while being inclusive and supportive of individual needs. “There are many generalizations and opinions and biases about how each generation operates. Don’t believe everything you see or read. After all, we are all individuals—no matter what generation we are from!” says Runion. “As an employer, I see this diverse workforce as a great opportunity. We should be homing in on knowledge-sharing, mentorships, and learning better ways to communicate with our team.” 

Training Across the Divide 

By using a variety of training methods, owners and managers play to everyone’s strengths. As such, some management teams might need to pivot away from traditional training techniques. 

“I feel there is a need for a more inclusive management style in the workplace, especially as more and more people from different backgrounds and cultures enter the workforce,” says Suburban Pest Control’s Coyle, whose company received the 2023 Meytier Hiring Equitable Gold Award, recognizing its commitment to fair and unbiased hiring practices. “This means creating a workplace where everyone feels welcome, respected, and where everyone has the opportunity to succeed in the pest control industry. This could mean things like providing more opportunities for professional development and creating a more flexible work environment.” 

Lieberman warns that merely adjusting training methods for a particular generation of team members can leave many capable workers behind. “It’s not always generational, but individual. We get focused too much on generations and stereotypes. It’s important, and challenging, to understand how different people communicate, learn, take feedback or praise. We see this regardless of the generation. We’ve seen 20-somethings who work harder than a 40-something, and then a 40-something who is better at technology than a 20-something,” says Lieberman. “The bigger difference and challenge we are finding is trying to identify and manage expectations of a changing workforce, training them, creating incentives that will resonate, and career paths.” 

Education, One By One 

Offering age-specific training is not the answer. Individual skills, cognitive ability, work scheduling, and other factors can interfere and leave a number of wonderful employees behind in training and promotion.  

“In one group of new team members, we may end up with people who are very technology savvy and have no problem picking up the software we utilize. After all, Generation Z may have never utilized a textbook once because all their coursework is online,” says Runion. “On the other hand, you may have a group that is extremely overwhelmed by learning new technology and needs one-on-one attention to help them navigate through their initial learning experience with us. We have also noticed a difference in their attitudes toward learning. For some of the team, it’s a very positive and rewarding experience.” 

For others, the training experience is viewed as dull or unimportant, and Runion notes that those with previous work experience may think the training isn’t designed for them. “Also, there may be a discrepancy between how the generations view their workplace. Some crave professional development and truly want to build a career versus just another job. You can see these values come out in the way they communicate with other team members during training and their general attitude. These things can create obstacles for us in training, but in most cases, it still always comes down to the individual and how well they fit our culture.” 

Growth Points 

As a start, Coyle suggests fostering a culture where all employees feel comfortable expressing their perspectives and asking for support. Also important is staying up to date on research and best practices related to managing generational diversity in the workplace.