Bridging the Generation Gap
This half-day skill-building participant-centered workshop is designed to enable participants to recognize and manage the generational differences that are increasingly at the root of misunderstanding, poor customer service, and conflict in work ethics, interpersonal styles, communication needs, and motivational concerns.
Because they do not recognize the difference in generational values, service providers unintentionally frustrate, disappoint, or insult customers, and their employers start to lose their client base. Using interactive exercises, the participants will: identify the reality of the generational gap at work; define four different generational cultures; decode generational miscommunications; and recognize and resolve real-life intergenerational issues.
The workshop includes an analysis of irritating listening habits to determine the benefit and consequences of those behaviors, as well as case situations and role playing to provide practice in applying active listening techniques.