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Can You Teach Common Sense?
One of the most common remarks I hear from those supervising the Millennial generation is "These kids have no common sense." I always respond by asking them to define the term. As one might imagine, the definitions are all over the map. So let’s set the record straight on several points. First, these "kids" are not kids. The oldest of them will turn 30 next year. Second, they, like any other generation, are products of those who came before. If previous cohorts had wanted them to possess a truly common sense, why didn’t they define it and teach it to this group? Thirdly, claiming that the youngest generation has no common sense is a dodge that goes back to the beginning of time. Socrates complained about it in 432 BC.
If I had to define common sense, I might say it is the accumulated wisdom of one’s experiences, the lessons one has learned from those experiences, and the confidence and creativity to take action without knowing the outcome. So how can we foster the development of so-called common sense among those in emerging generations? Here are a few suggestions:
Make them think – Thinking can be hard work. This is not true all the time, of course. But those who succeed in their choice of endeavors work hard at coming up with solutions to the obstacles placed before them. In fact, those who succeed at the highest levels seek out problems to solve rather than waiting for an obstacle to arrive on their doorstep.
Help them to learn from failure rather than avoid it – Some division of Hewlett Packard (I forget which one) used to give out the "Golden Banana" award to the person or team with the biggest failure during the year. They’d celebrate the courage it took to risk money, time and reputation. They’d learn from the mistakes and then they’d move on. But everyone in the culture understood that avoiding risk is a recipe for failure.
Maintain the rigor – We have been tempted all too often to ease requirements and allow those performing in a substandard way to avoid the embarrassment of failure. In some cases, society has codified this practice, thereby allowing those charged with enforcement to avoid confronting those who choose to work the system. No Child Left Behind and related education legislation has been an example of this. However well intentioned, these laws and their attendant funding have been doomed to failure from the start because it’s impossible to maintain standards in so vast a system. Whether in class or on the job, young people learn so much more when the individual teacher or supervisor maintains the expectations of performance established at the get-go. Can there be exceptions? Of course. But in too many cases the exceptions become the rule.
So ask yourself, "Am I a part of the problem or a part of the solution when it comes to teaching common sense?"
Pay Attention to Retention
As the job market begins to recover, employers should pay close attention to retaining the talent that they hired at cheaper salaries than normal. According to the Bureau of Labor Statistics, the percentage of employees who voluntarily quit their jobs rose a fraction in September, the first time since 2007. Most of the movement was by employees who felt that they were overqualified for their jobs and are ready to move on to greener pastures. A study by Kenexa group shows that those in the Baby Boom generation are less satisfied with their bosses, their pay, and their company’s ability to keep commitments than any other age group.
Turnover of employees hired at less-than-ideal salaries seem to be highest in the financial services and technology companies. These companies are well aware of this and are doing what they can to retain the talent that would not normally risk employment with start-ups. Google recently awarded all of their employees a generous bonus and 10% pay increase in order to keep them on board and build morale. It is rumored that Facebook may follow suit. Check out this video describing the talent wars between Google and Facebook.
Case Study I manage an in-bound customer service center of five people. The young lady we just hired is great on the phone and adds lot of energy to the office, but she also grows impatient when the calls slow down. Then she fidgets and distracts others with banter and small talk. I don’t want to lose her, but I can’t have her distracting everyone else and wandering away from her station. Any ideas? Before approaching her, you might want to consider what else you can ask her to do when call volume slows. I would imagine there are a couple of tasks you could assign her that might ease your stress and keep her occupied.
If this is not possible, I would approach her with your concern and ask for ideas. You might say something like, "You’re doing a good job and I think your energy certainly contributes to the positive atmosphere in the office. But when things slow down and you get restless, I’m afraid you’re distracting others. How do you think we might resolve this?" She may come up with some ideas you have not thought of.
I’d be careful about allowing her to use her PDA when things are slow. It may open the door to everyone else wanting to do the same, regardless of their ability to work productively.
You might also want to discreetly audit what she is doing. You say she is great on the phone, but is she really providing the best and most profitable service possible? If not, that’s where to start. As you hire people into this position in the future, be sure to take this possibility into consideration. The digital natives now entering the workforce are able to accomplish more than those in older generations when it comes to handling technology. How will this impact the way your staff delivers service?
Social Networking Used for Knowledge Transfer The ability to transfer the knowledge of veteran contributors to new professionals is the next big business advantage for companies in any industry. Enterprise businesses such as Lockheed Martin understand this. Lockheed is taking advantage of the interactive nature of social networking programs to start its process.
Read how Lockheed Martin uses their Unity social networking system to establish connections and encourage mentorship and collaboration between their younger and older professionals.
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November 2010 Issue 121
Trainer’s Toolbox: Complete Age Diversity Training for Next to Nothing!
Are you looking for a complete solution to dealing with cross-generational workplace challenges? We’ve got your answer! Generational conflicts reduce employee morale and diminish productivity. Our self-guided program, Generations: Self-Guided DVD Training Program is the perfect way to train your entire staff, your managers, or just for individual use! You can even load it onto your company’s server to offer on-demand training to your entire organization. This turn-key program fosters a clear understanding of generational differences, and provides practical tips on how to better manage employees of all ages. Complete it on your computer at your own pace! It’s self-guided and menu-driven so you can stop, pause, review, skip, and return to any part of the program at any time. Purchase before Nov. 30 and receive the Center’s best-selling book, Crossing the Generational Divide FREE! Use it as a follow-up resource to re-inforce understanding. The DVD program contains: * Research on terms, demographics and work beliefs. * 10 video case studies. * Questions for discussion. * 10 one-minute long videos for resolving the conflicts. * Exercises to help apply what was learned. * A self-assessment, pre- and post-test to ensure complete understanding. * A guide to help build an action plan. Order before the end of the month and we’ll even ship you the entire package FREE! This is the most comprehensive self-guided program on managing the generations available! Why wait? You can afford to train your entire staff right now on this pertinent leadership issue. You’ll save $100 (and impress your Boomer boss) by taking advantage of this special offer! 
Matures outnumber teenagers in the workforce for the first time since 1948.
NY Times Econmix, 2010.
Resources
Follow Bob Wendover! Managing Director The Center for Generational Studies
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