Generational Power

I recently drafted a program description for a multigenerational workforce presentation. The Client returned it with their desired modifications, something I invite my Clients to do. 

As a Boomer,  I didn’t want to promote much skill development in the short amount of time we would have together. However, the program was geared to mostly Gen Ys and they would be more eager to come if there was a promise of acquiring behavior change.

With my experience in realistic outcome descriptions, I kept the learning objectives realistic: they would learn, discuss and understand. The Client had included one that assured them that they would leave with the power to transform their organizations.

I laughed and knew I would need to choose my wording carefully. I asked my Client if they were sure they wanted to put this as a learning objective, creating such a lofty expectation.

The response was pure Y – "I think we should let them know they have the power!" I looked at my computer screen for a while, re-reading the response.

I wonder if I’ll be able to use this example with them so they can see how differently the generations view how we communicate and interact with one another. Will they see the humor or wonder what’s so funny? Will they think I’m underestimating them or myself?

As I wondered how best to reply  - I recalled thinking that my teachers and early bosses had no idea what my potential was or what I might accomplish. I remember learning the hard way where some of my limits lay, and also learing where parameters for success would expand or vanish.

My repsonse was that it looked fine with the modifications. Let the sign up begin!

The program description (it's our now) will appeal to the audience. The program description doesn’t just describes what’s likely – it indicates what’s possible.

Customer Service Always Starts With You

I recently spent a long weekend in Toronto. Described to me by a good friend as “a New York City run by the Swiss,” I found it to be much like I remembered from my trip there 30 years ago: clean, safe, interesting, international and friendly.


While trying to grab a metro/subway trip south, we were confused by the signs and the directions. Unwilling to get into the system only to find we had made a mistake at 10:00 pm – we found a man who was working on one of the doors into the underground system and asked him if this stop, would in fact, get us to our desired location. He told us it would and then, standing up. said "Let me help you."

He walked us back down to the entrance, then unlocked the gate, letting us in (Without paying!!!). He walked us down one flight of stairs, across the platform to another flight of stairs, then walked us up to the second platform. He explained that it’s easy to get confused because the station was a stop for both the north-south train and the east-west train. We gratefully thanked him and were on our way.

Since returning home, I’ve told the story many times. It is evidence to me that Toronto deserves its reputation. The reaction I get form people is "That would never happen here!” And it makes me wonder why couldn’t it happen here?

Everyone has a role to play in customer service and the creation of a reputation. The person (CEO, Executive, Manager, Supervisor, Administrative Assistant, line-staff employee, contract worker, person on the shop floor, janitorial staff member, Customer Service representative, security guard, cashier, sales person, teacher, nurse – I could go on but you get the idea) who really understands reputation -the ‘old’ word for brand - knows that every interaction is an opportunity to reflect well or poorly on their firm/city/self.

I don’t always get the feeling that an organization’s motto is a living credo. I'm not awlays left with the impression that people are acting in support of that motto with every interaction.

• If people are the most important resource, is there no money for skill development?

• If professional development is critical to attracting or retaining talent, are there opportunities for growth, mentoring and feedback?

• If everyone’s input is valued, are senior level folks ensconced with each other and removed from the rest of the workforce?

• If integrating home/work more effectively is the goal, are some managers allowed to obstruct the effort and the opportunities?

• If inclusion is the message, do women, minorities, or the disabled feel welcome and valued?

Toronto is a big city with a lot going on and it IS a friendly place. The people I interacted with were helpful and nice. The streets and subway are clean. Everyone has a part in it’s’ reputation and success.


How different is that from where you live and work? What can YOU do about that? And I don't mean tellsomeone else to do, I mean actually DO!?

STEM the Tide of Talent Lost

I don’t know how much press Jenny Jones’s article entitled Closing the Gender Gap in the July issue of Civil Engineering received, but I want to do my part. As I read through her examination of the new report about the critical factors that keep women from pursuing and succeeding in science, technology, engineering, and math (STEM), it rang too true.


I won’t summarize the article for you here - it’s too good and too significant to summarize. (http://civil-engineering.asce.org/link/ce/2010/jul/62?s=0). It sure got me thinking about how much work there is to do on the part of girls, women, parents, schools, media, teachers, professors, companies, bosses – the Gender Gap may be closing but it’s by inches, not leaps.

We have such a need today for people to go into and excel in the STEM fields. But I read and learned that if you don’t think you can learn, you probably won’t try. If your girl mind-set is fixed and you believe you don’t have the chops to master math or chemistry, then you don’t think practice will help. The power of positive expectations can move you forward, but the power of negative expectations may have you running for the classroom door.

By the time girls have thought about their potential, they get hit with the stereotypes about girls and femininity. Test results are gender neutral but teachers and parents may not be. While boys are girls are about equal in math and science ability, boys have better spatial relation/visualization skills – comes from all that time with blocks, and Lego’s and Connects and Erector Sets. I spent a lot of extra time creating structures (rather than learning arithmetic) using Cuisenaire Rods, which may explain why I did so well in math, until –

I ran into a math teacher who didn’t like me; I didn’t like the teacher; the teacher wasn’t a very good teacher and I cut a lot of classes. How do I know it wasn’t me? I passed with flying colors when I took it from a terrific teacher in summer school. Women may come to enjoy STEM classes over time, whereas men often have an intense interest and ability. If you are a teacher, who are you going to gravitate to and encourage? My money is on the student who already loves what you loves and is easier to teach because of their interest. It’s EASY to teach people who want to learn. It’s harder when you have to figure out how to motivate.

Even findings from female faculty members indicate that it’s tough being a STEM woman. I cringed reading about the study that found that women in “masculine” (STEM) fields were considered EITHER likable or competent, but not both! In spite of tests that prove that this is not the case, the assumption persists. How many times have women gotten the message, either overtly or covertly, that you can’t be pretty and smart (or pretty and funny, pretty and overweight). There is a lack of female role models and mentors and many women report a lack of support when trying to raiase a child while on the tenure track.

It’s not all doom and gloom. There are folks who are getting the word out that girls and women who have an interest in the STEM fields should have equal access to them. Teachers are learning about how to motivate ALL students. Parents are learning about how to advocate for their children in the classroom and helping their kids learn how to be advocates for themselves. Organizations are getting that integrating home and work are important to ALL employees, not just the female ones.

Granted, I opted out of STEM classes as soon as I could. I loved English class and the Arts too, and think I made a pretty good choice for my interests, talents, and skills when I obtained my Masters Degree in Counseling. But it makes me wonder what ELSE I could have done, and how things might have been different, had I thought success was possible in Math and Science.