When Generations Collide: Who They Are. Why They Clash. How to Solve the Generational Puzzle at Work

Book Description

If your workplace feels like a battle zone and colleagues sometimes act like adversaries, you ore not alone. Today four generations glare at one another across the conference table, and the potential for conflict and confusion has never been greater.

Traditionalist employees with their "heads down, onward and upward" attitude live out a work ethic shaped during the Great Depression.

Eighty million Baby Boomers vacillate between their overwhelming need to succeed and their growing desire to slow down and enjoy life.

Generation Xers try to prove themselves constantly yet dislike the image of being overly ambitious, disrespectful, and irreverent.

Millennials, new to the workforce, mix savvy with social conscience and promise to further change the business landscape.

This insightful book provides hands-on methods to close the generation gaps. With effective tools to recruit, retain, motivate, and manage each generation, you can now create teamwork, not war, in today's highperformance workplace . . . where at any age, productivity is what counts.

Customer Reviews:

All Supervisors should learn this!.......2007-08-30

This has been very enlightning to look outside one's own generation. Awareness is half the battle. Excellent resource.

good info on generations in the workplace.......2006-07-14

This is probably your best bet for a book on generations in the workplace. It's not long on data, but it does apply knowledge about generations in a very useful way. It's not a deep treatment, but it gets the job done. A fairly quick read, and good if you just want to understand people of different ages in the workplace.

If you are interested in learning more about generations overall, and applying the knowledge yourself (easy to do), there's the classic (_Generations_ by Strauss & Howe, strong on theory and the overall picture, though outdated with its 1991 pub date) or the more recent _Generation Me_, with data on how the generations differ psychologically.

All Business.......2004-11-12

I found this book to be very informative and readable. The book gives a number of good insights about the different values of four generations in the workplace today. There are lots of examples and solutions to making the workplace more productive and fun. Unfortunately, the book's focus is on business, making money and working together better. Guess that's what pays the bills. I guess the insights can help in relationships throughout society but for those who are looking for answers outside of business this might be a hard read to get through.

Interesting observations........2003-02-10

"When Generations Collide" is a book that describes the clashes of the four generations with practical solutions. The book is separated into five sections:
Section I: Descriptions of the Generations
The book first describes the four generations (birth years): The Traditionalists (1900-1945), Baby Boomers (1946-1964), Generation Xers (1965-1980) and Millennial (1981-1999). The book also mentions the "Cusper" generation, whom are born five years into or at the end of a generation. The Cuspers are the bridge builders.

Section II: Putting the generations to work
In this section, the authors describe the generations' focus on career. In summary, Traditionalists build a legacy, Baby boomers build a stellar career, Gen X build a portable career and Millennial build parallel careers. The book describes the generation careers with explicit detail including how to reward the generations without offending the "generational culture". This section is interesting since it gives examples from companies that have built various career paths and reward programs for the four generations.

Section III: Hiring generations
In this section, the authors describe in detail how to hire generations. Since the values of the generations are different, company value propositions need to be just as various. These values are established with the help of the specific generations. The proposition should be put into action and modified as time passes. If the values do not represent the various generations then the company would have issues to retain talent.

Section IV: Retaining and managing the generations
Once you have hired the individuals the book describes, in great detail, how to manage and retain your talent using different methods of involvement. Retaining the talent needed is not easy. The book describes that it is not only up to your company but companies should learn to use their talent to keep talent. Example, part-time alumni traditionalist are helping Xers understand the longer term growth of the firm which in turn the firm will be rewarded by Xers not leaving in 6 months. As the book notes it, job changing for Traditionalist is a stigma, for Boomers is getting behind, for Xers is necessary and for Millennials is a way of life.

Section V: What's next?
This section was a six page book conclusion.

If you are thinking of issues that we deal with our bosses, parents, co-workers and others take into consideration their generation before taking action.

Have fun reading.

Not Profound but Provocative.......2002-07-03

Review of When Generations Collide

The Book's Thesis: If you work with people from other generations, you need to understand that conflicting perspectives between the generations can generate workplace conflict.

Obviously, this is an old theme. There are plenty of quotable inter-generational digs and barbs recorded in the earliest writings of antiquity.

More recently, during my youth in the tumultuous late 1960s and early '70s, we spoke openly and frequently about the "generation gap."

This perennial topic has been treated seriously by credible writers in other business books over the past decade. (I have penned a few articles on it in recent years as well.)

Of the books on this now familiar theme, this one takes a less statistical and analytical approach in favor of a more anecdotal slant on the topic.

Lancaster, a Baby Boomer, and Stillman, a Gen Xer, are business partners who write in a chatty style. They lace their broad observations about generations with illustrations derived from their own personal lives. Often, they make their point by telling stories about the conflicts between the two of them---which they blame on their age difference.

And they never miss an opportunity to remind you that they speak and give seminars on this topic. While those frequent reminders border on annoying, the authors do not seem to be indulging in crass commercialism---search all you want and you won't find information in the book about contacting the author-consultants to purchase their services.

Instead, speechmaking (and speech coaching to the likes of pop business pontificator Harvey Mackay, who penned the book's anemic Foreword) seems to define the authors' rather limited frame of reference in the business world.

As other reviewers have noted, the authors' attention to detail, facts, and rigorous analysis have taken a back seat to their breezy narrative.

In an attempt to provide statistical data on generational differences, the authors point to results from an online survey they conducted. You don't have to be a career researcher or social scientist to recognize that such surveys are comprised of small, non-random, non-representative and therefore invalid samples. That is especially true when extrapolating tiny slivers of data to reach conclusions about an entire generation representing *tens of millions* of people!

Still, these flaws notwithstanding, this engaging, readable book makes some worthwhile observations about the rather amorphous and extremely broad topic of generational strife. Despite my reservations, I found myself highlighting pithy passages and dog-earring quite a few pages.

If you can look past the authors' indulgent style and occasional gaffs and lapses, "When Generations Collide" serves as an approachable and palatable overview of potential generational friction in the workplace---and wherever people of varying ages interact.

Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It!
Average customer rating:

Highly Recommended

Pretty elementary

Great book

Whoa! That's me in that book!

Working with customers

Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It!
Jeff Gee , and Val Gee
Manufacturer: McGraw-Hill
ProductGroup: Book
Binding: Paperback

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Exceptional Customer Service: Going Beyond Your Good Service to Exceed the Customer's Expectation

ASIN: 0070248176

Book Description

Unlike other customer service books, Jeff and Valerie Gee's concise motivational book is written both for executives and managers, but for the millions of front-line workers who serve customers directly. The authors share their straightforward, proven techniques and guidelines for coping with angry customers, minimizing stress, and making customer service providers feel great about doing their jobs. In the bestselling tradition of Delivering Knock Your Socks Off Service, the authors' "pep talk" includes concrete tips on how to: sympathize with the customer; take a call, transfer a caller, or end a call smoothly; defuse angry customers; maintain a positive frame of mind...and more!

Download Description

Customer Reviews:

Highly Recommended.......2007-03-29

I've recently started a new business in the Customer Service Industry - this book has proved to be a great source for ideas and a bible-like document you must keep handy.

Pretty elementary.......2007-03-15

If you are a basic customer service person, not much experience, it's a good guide. I was looking for more depth for some research I was doing. Not a bad book, it just did not fit my needs.

Great book.......2006-07-01

As someone who writes about customer service, I found this book very interesting. It's an excellent read for a customer service representative and I'd recommend companies getting the book for each of their employees. It covers some customer service basics, how to handle certain situations, and is really a great overview of what great customer service is and how to deliver it.

Whoa! That's me in that book!.......2006-03-14

This is a great book for all customer sservice reps. Here is what I especially loved: I am not alone. Many people across America feel as I do. It makes me feel better about all the people I have to deal with!

Working with customers.......2005-05-07

Super Service is a great book for people who work on the front line like me. It is about not taking things personally and not being at the affect of the customer. When I give great customer service--I am the one who gets to feel good at the end of the day. The fact that the customer goes away feeling satisfied is just an added bonus. I've noticed that a lot of people in customer service positions act like they don't want to be there--like they are victims or something. Super Service reminds me that great service begins and ends with me. After all--if it's not about me--then who is it about?

Average customer rating:

Excellent Guide

The Volunteer Management Handbook

Manufacturer: Wiley
ProductGroup: Book
Binding: Paperback

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Human Resources Management for Public and Nonprofit Organizations (Jossey Bass Nonprofit & Public Management Series)

ASIN: 0471371424

Book Description

"Until now, we and other nonprofits had to find out the hard way-by trial and error-that garnering the energies of todays volunteers means answering their special needs. Thats where The Volunteer Management Handbook comes in, with helpful, practical, and proven solutions to the often overlooked problems of effectively managing volunteer efforts." - From the Foreword by Kathleen Behrens Executive Director, New York Cares

The VolunteerManagement Handbook

Drawing on the experience and expertise of recognized authorities on nonprofit organizations, The Volunteer Management Handbook offers the nonprofit manager a complete guide to establishing and maintaining an active and effective volunteer program. In one handy reference volume, the Handbook offers practical guidance on such essential issues as:

Motivating people to volunteer their time and services
Developing a detailed Volunteer Management Policy Manual
Recruitment, orientation, and retention
Training volunteers
Recognition and reward systems for volunteers
Volunteers and the law: liabilities, immunities, and responsibilities

Designed for all nonprofit and fund-raising professionals as well as volunteer leaders, The Volunteer Management Handbook is an indispensable reference that is unsurpassed in both the breadth and depth of its coverage.

Customer Reviews:

Excellent Guide.......2007-02-03

This is a very comprehensive manual for the management of volunteer based groups. I used this book extensively for two years as president of a 100% volunteer based non-profit org. Frankly, it was indispensable as both a guide and reference in countless situations, from rewriting the bylaws and policies, to managing/inspiring/leading a board of 12 directors and over 60 volunteers/500+ members. This group went from a dwindling, unorganized, under-funded lot to a vibrant, well organized, and well funded group during my time of service. I owed a lot of that success to this book.

Average customer rating:

Management of Human Service Programs
Judith A. Lewis , Michael D. Lewis , Thomas R. Packard , and Jr., Federico Souflee
Manufacturer: Wadsworth Publishing
ProductGroup: Book
Binding: Hardcover

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Social Work Advocacy: A New Framework for Action

ASIN: 0534368867

Book Description

Covering the most important issues facing managers and administrators in human service agencies in the 21st Century, this thoroughly updated and revised edition is the most current text on the market. The authors provide an overview of the managerial and leadership functions that a successful manager or administrator in the human services needs to understand. Practical in its approach, the book introduces students to the theory and practice of managerial and leadership functions and provides important guidelines for working within agencies. This text is useful for readers already in the workforce as managers and administrators, as well as for students who will be entering human service agencies.

An Introduction to Human Services: Policy and Practice (6th Edition)

Average customer rating:

Thank you

An Introduction to Human Services: Policy and Practice (6th Edition)
Betty R. Mandell , and Barbara Schram
Manufacturer: Allyn & Bacon
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Revisiting America: Readings in Race, Culture, and Conflict

ASIN: 0205442145

Book Description

B> Known for its engaging style and for the many current examples of human service practitioners at work, An Introduction to Human Services is one of the leading books in the introductory human services market. The book provides complete and up-to-date coverage of social welfare programs and policies, and describes how history, politics, and the economy shape the programs. A strong multicultural and social systems approach also distinguishes it from other books. An Introduction to Human Services offers a historical context of the field of human services, insights into the overall social welfare field, and concrete descriptions of how primary intervention strategies are put into daily practice in human service agencies. It also provides a well-rounded look at the many options offered in the field of human services and discusses the stresses that a human service worker will face in day-to-day work, with practical suggestions for avoiding burnout. For anyone interested in human services, sociology, psychology, or social work.

Customer Reviews:

Thank you .......2005-10-07

The delivery was great arrived right on time for class thank you soo much !

The Integration of Employee Assistance, Work/Life, and Wellness Services

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The Integration of Employee Assistance, Work/Life, and Wellness Services

Manufacturer: Haworth Press
ProductGroup: Book
Binding: Hardcover

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ASIN: 0789030624

Book Description

A state-of-the-art review of human services programs in the workplace

From their roots in the occupational alcohol programs in the 1940s, human services programs within organizations have grown exponentially. However, the seamless integration of each facet of those expanding programs into a cohesive whole has proven to be a major challenge. The Integration of Employee Assistance, Work/Life, and Wellness Services presents a comprehensive cross-section of experienced professionals who discuss their efforts to fully integrate employee assistance, work/life, and wellness services. This in-depth examination of concepts and practical application of integrated programs in sponsoring organizations provides practical strategies to make your own organization's human services more useful, and therefore help employees be more productive. The latest research is clearly presented, with a wide-ranging review of current program models in notable organizations that illustrates exactly what is most effective in the field of work-based human services.

The Integration of Employee Assistance, Work/Life, and Wellness Services provides a beneficial perspective on the present state of employee assistance, work/life and wellness services in the workplace, and then takes a detailed look at the economics of integration with a value-benefit analysis. Other chapters include program models at various organizations presented by the professionals fully involved in their implementation. Integration strategies are carefully described for academic settings; external service providers; internal programs; hybrid models; and the public sector. An in-depth critical analysis of integration, its effectiveness, and its real value is presented, along with a chapter on the future of the integration of work-based human services programs. The text is extensively referenced with helpful tables and diagrams to enhance clarity of ideas.

The Integration of Employee Assistance, Work/Life, and Wellness Services examines the unique aspects of integrated programs at:

University of Arizona

Johns Hopkins University

University of California-Berkeley

Motorola

Wells Fargo

Ceridian

Ernst and Young

Fairview Hospital

US House of Representatives, State of Minnesota EAP

Book Description

Government and nongovernment human service providers are under increasing pressure to demonstrate that their programs work. As stakeholders demand accountability, providers are turning to performance measurement as a way of demonstrating the efficiency, quality, and effectiveness of their programs. Measuring the Performance of Human Service Programs examines the reasons why performance measurement is rapidly becoming an essential component of human service management today. The authors explain in detail how to measure and assess programs with special emphasis on the various types of outcome measures including numeric accounts, standardized measures, level of functioning scales, and client satisfaction. As a special feature, the authors include a detailed case study with exercises to illustrate the book's concepts. Offering guidance on how to assess client outcomes, this comprehensive volume will be ideal for social work researchers and administrators.

The Art and Skill of Dealing with People: Hundreds of Sure Fire Techniques for Getting Your Way with People at Work

Average customer rating:

attitude is everything!
attitude is everything!
Okay! Some Good Tips
so-so
Excellent Referrence Guide & Cool Desk Tool

The Art and Skill of Dealing with People: Hundreds of Sure Fire Techniques for Getting Your Way with People at Work
Brandon Toropov
Manufacturer: Prentice Hall Press
ProductGroup: Book
Binding: Paperback

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ASIN: 0135206510

Customer Reviews:

attitude is everything!.......2003-07-29

Dealing with a mulitude of personalities, politics and conflicts can be a daunting task on top of just trying to fullfill the requirements of a job. This book breaks down the causes of on-the-job conflict to manageable simplicity by categorizing co-workers and managers into 4 motivational types - the lone ranger, the sharpshooter, the professor and cheerleader; as well as defining their basic approaches to their work. The author then addresses various conflict resolution scenerios in which you may find yourself with these different types of people. I found this to be a very useful book based on a simple premise: Attitude is everything when you want to do any job successfully, whether you are part of a team or a manager. Some scenerios were also applicable to parenting school-aged children and helping them to improve academically. I liked the lean & careful organization of this book - the fundamental message is very straightforward stuff without a lot of fluff! Also recommend Dale Carnegie's "How to Win Friends and Influence People."

attitude is everything!.......2003-07-29

Okay! Some Good Tips.......2002-06-09

I think there are few good tips in this book.

so-so.......2002-01-13

This book is not what I expected--I had expected an approach from a theoretical point of view. Instead, this book offers a lot of "general" techniques/advices that I did not find particularly helpful. Furthermore, this book concentrates on scenarios in a work setting, rather than daily encounters, and perhaps that is also another source of disappointment. I felt a lot of advices are "common sense", but then I have some exposure to this kind of books. I would say if you have no working experience (hence have never confronted situations presented in the book), you may consider this book as a starter. If you are looking for something more, try some other book.

Excellent Referrence Guide & Cool Desk Tool.......2000-08-26

Keep on your desk, open & read a bit a day. A huge supply of quality concepts. jimgioiosa@softhome.net

Handbook of Interactive Exercises for Groups, A

Average customer rating:

A Creative Tool for Teachers, Therapists, and Group Workers

Handbook of Interactive Exercises for Groups, A
Constance A. Barlow , Judith A. Blythe , and Margaret Edmonds
Manufacturer: Allyn & Bacon
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Binding: Paperback

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ASIN: 020527854X

Book Description

This book is for anyone who has ever volunteered to lead a seminar or run a workshop, or for anyone who has ever been cajoled into chairing a meeting or leading a group. Novice facilitators may recognize the anxiety that accompanies the first encounter with an assembled group. Even seasoned veterans often wonder how to excite and engage their audience more effectively and more often. The exercises in this book will deliver these results. Designed to be used in a variety of settings, these exercises will benefit all professional and personal organizations, from business meetings to adult education seminars to therapy groups. They may also be adapted for use with various age groups, ability levels, and diverse backgrounds. In order to meet the needs of busy facilitators, the exercises are written in simple, accessible language, and delineate clear objectives, materials and time required, as well as optimal group size. Even the implementation of just 3-4 exercises will lead to improved group performance and enjoyment. An entire section is also devoted to evaluation, and how to implement creative formats for evaluating groups. Social workers, rehabilitation counselors, criminologists, psychologists, nurses, educators, human resource and business managerial staff, community leaders.

Customer Reviews:

A Creative Tool for Teachers, Therapists, and Group Workers.......2000-05-31

This cooperative effort by Barlow, Blythe, and Edmonds is both practical and creatively constructed to assist teachers, therapists, and group workers. The work covers several domains of group development as well as influential variables that may impact upon the overall dynamics of that group. The text presents several non-traditional and creative approaches to problem solving and self discovery for group facilitators to explore. Topics of interest include risk-taking, goal-setting, values clarification and more. From "Icebreakers" to "Self Enhancement", this book is an invaluable source for anyone interested in building a reportiore of interactive activities geared toward increasing general group cohesion as well as individual development within that group.

Serving Those in Need : A Handbook for Managing Faith-Based Human Services Organizations

Average customer rating:

Excellent resource

Serving Those in Need : A Handbook for Managing Faith-Based Human Services Organizations

Manufacturer: Jossey-Bass
ProductGroup: Book
Binding: Hardcover

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Community Ministry
Strategic Planning Workbook for Nonprofit Organizations, Revised and Updated

ASIN: 0787942960

Book Description

Given the increased pressures and higher demand on social-service organizations, faith-based providers must find ways to increase their effectiveness while maintaining their religious distinctiveness. Serving Those in Need provides practical answers for those engaged in the delivery of human and social services. The editor and contributors draw from their deep commitment to faith, from a sense that religion plays a powerfully important role in people's lives and in our public life. For those who view service to others as a means of realizing their faith, this book will be tremendously useful.

Customer Reviews:

Excellent resource.......2002-11-07

I am exploring Faith-based initiatives for my thesis, so read this book. What a great "how-to" book, for any faith-based organization venturing into the provision of government funded human services. Easy to read, practical information, experienced, knowledgeable authors. Mine came from the library, but I'm buying my own in hopes of using it in the field someday.

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