What to Do with the Digitally-Absorbed Communicator
The eyes don’t seem to have it anymore. As digital handheld devices continue to pervade every part of daily life, we are watching eye contact and attention span disappear. There is a dog named Dug, in last year’s animated feature, "Up!," who is so easily distracted by squirrels that it becomes a running gag throughout the film. This resonated with pretty much with everyone who watched the movie. The reason is simple. It is becoming everyone’s experience.
Those of us who came of age without the "convenience" of these devices, have observed a distinct difference over the past couple of years. There’s the struggle to make eye contact. There is the distracted mindset. There is the impatience to get on with whatever seems to be next. I have been fond of pointing out that many of us find ourselves competing for "share of mind" with all the other distractions that inhabit a Millennial’s brain. But this is becoming true of others as well. When I walk up to the counter in a store and have to wait for the middle-aged clerk to finish reading her e-mails before acknowledging my presence, I know things have changed.
So what do you do with the individuals, young or old, who seem so absorbed in their hand-helds that you feel superfluous in their presence? Three options seem to work for me:
Asking for their attention. While many in older generations are troubled by the perceived lack of courtesy, it is useless to assign blame. There’s too much to go around. For most of us, it is human nature to wait for people to finish their thoughts or actions before talking. We have been taught that that is polite and it is appropriate to expect the same courtesy in return. Unfortunately, Millennials are the products of an over-stimulated, menu-driven world where Mom and Dad never really found the time to teach and enforce what used to be called manners.
I find that simply beginning by saying, "I need your attention here for a minute," is generally enough to capture their focus for the time you need. In a world where every other distraction pushes its way into their world, we need to assert ourselves as well. This includes parents, teachers, coaches, employers and anyone else.
Stopping, in mid-sentence if necessary. As much as there is talk that young people seem to be able to talk, text, drive, and play World of Warcraft all at the same time, the question is whether their attention span is a mile wide and an inch deep. Silence does not seem to be something that many of them can endure. If they drift away in mid-conversation, simply stop until they look up and make eye contact. This is usually enough to re-capture their undivided attention.
Walking away. Really! Nothing will snap them back to attention more than someone abandoning an exchange mid-stream. When they protest, I generally say something like, "Oh I’m sorry. You look so busy. I guess we should continue the conversation at another time." There is nothing more powerful than a bit of well-placed sarcasm to express your expectation, especially if it’s coming from an employer. Do it once, twice, maybe three times and the behavior will change. If it doesn’t, that individual should not be long for the job because customers and coworkers are experiencing it as well.
The reality is that those around us will respond to us in the ways in which we train them. If we react to every "squirrel" that passes by, they will assume that it is okay to respond in kind, thus making the situation worse. On the other hand, if we can model the behavior we desire, over time most will rise to meet our expectations. Take a step back from your own intensity to realize that you have more control over your environment than you think. It’s just a matter of exercising that control.
Case Study
I am responsible for recruiting several hundred seasonal call center workers every year. Because our busy times are confined to November through mid-January, the positions for which I am hiring are short term and involve very repetitive work. I have always had a tough time attracting enough applicants. We have a number of middle-aged and senior-aged people to whom we turn every year, but this pool does not satisfy our needs. Traditionally, I have turned to local high schools as another source, but in the past couple of seasons it has become apparent that those kids could care less. Besides, when we do hire them, many abandon the job within a week. What would you suggest I do?
With the Millennial generation being a product of the non-stop stimulation within our society, it is easy to understand why they have little interest in the positions you offer. Not only might they perceive it as boring, we have succeeded in convincing many of them that they deserve better, even in an entry-level, part-time job. On top of all this, the messages about work ethic that were hammered into previous generations appear to have gone missing for much of this cohort.
While it has been a traditional practice to look first at the teenage population as a source of cheap, entry-level labor, I would begin be looking at other possible sources within the community. There’s really nothing saying that you have to hire any teenagers, especially if they are going to walk off the job after a week. Here’s a short list of other pools you might consider:
Community colleges: The average age of today’s community college student is 28, a full decade older than high school seniors. Most have families, significant financial commitments and are generally looking for ways to pick additional income during the holidays. Position your opportunity as flexible and fast cash and you’re sure to attract some suitable applicants.
Four-year schools: Again, the average student is in their late twenties with substantial commitments. Given the opportunity to work flexible hours for a couple of months, especially during the typical four-week holiday break, might spur some to action.
Local civic groups: While I might not approach the Rotary Club or the chamber, social and fraternal organizations – such as the Red Hat Society and Lions – might yield a number of individuals or at least spread the word to their networks. For organizations with a charter to help others, such as the Optimists, the work they provide for you might be used as a fundraiser for their causes. Local places of worship would also fall into this category. You don’t know if you don’t ask.
Your local customer database: If you have to hire several hundred people to staff your call centers, that kind of volume indicates that there are probably hundreds of customers in your own backyard. Why not reach out to them? If they like your product and are looking for extra cash, what better person to answer the phone? Besides, I bet you offer employee discounts.
Job service and unemployment services: The present economy has placed thousands of well-qualified individuals on these roles. While you may face worries from some that working anywhere will invalidate their benefits claim, there will be others who are more than willing to pursue this. After all, with flexible hours, they would have more than enough time to continue a job search.
Lower income schools: While the high school in the affluent part of town may not yield interested students, things could be quite different in areas where people are living paycheck to paycheck. If you are unsuccessful with the students, you may find that faculty are looking for some hours or the parents might have an interest.
Youth to work programs: Be careful not to dismiss this group before you’ve checked them out. While many are challenged youth, there are hidden gems waiting to be discovered. In providing counselors with a set of specific set of characteristics and expectations, you may be able to locate young people with more focus and energy than those in the traditional high school. Besides, you’ll receive assistance in training and coaching them.
Work release programs: Again, our uninformed perceptions sometimes dissuade us from investigating sources that can turn out to viable. Most felons are not what we see portrayed on TV. By working with program managers and counselors, you may be able to hire some articulate, hard working individuals who are looking for a second chance.
Each one of these sources may be able to provide a number of viable applicants, provided that you tailor the recruiting message to them and take time to build relationships with those who influence them.
