Workplace Communication

 

Author: Kendra Wormald, Reg. CASLPO Speech Language Pathologist
Date: Wednesday, January 08, 2025

Table of Contents

 

Communication in Multi-Generational Workplaces

Differences and Similarities

At times it may feel as though someone from an older or younger generation is speaking gibberish; that their speech is presented in a way that seems foreign to you. There are in fact consistent trends and communication characteristics that vary depending on your generation.
(Uzialko, 2024, Prasad, 2024)

“ Embracing the diversity of perspectives and communication styles within the workforce not only enhances engagement and morale but also drives organizational success in today’s dynamic workplace”. (SEB, 2024) 

a) Baby Boomers: 1940s to mid 1960s 

  • Appreciate direct, face to face communication

  • Preferred modalities of communication: printed copy, email and phone call 

  • Often value a hierarchy and structure  

  • Often prioritize personal connection as well as formal communication 

  • Expressing respect for their knowledge and experience often supports effective communication exchanges 

b) Generation X (Gen X): Mid 1960s to early 1980s

  • Described as adaptable and efficient in communication and appreciate interactions that are straightforward and concise 

  • Often value emails and face to face interactions and adapt well with digitized communication

c) Millennials (Gen Y): Early 1980s to mid 1990s 

  • Exposed to age of technological revolution 

  • Often value authentic and open communication

  • May prefer messaging platforms such as email and social media

  • Often appreciate recognition of their contributions 

  • Often seek interactions that support growth and opportunity 

d) Generation Z (Gen Z): Mid 1990s to early 2010s

  • Often tech-savvy, quick learners 

  • Often expect instant communication, 

  • May appreciate real-time feedback, video conferencing  and informal exchanges


Effective Workplace Communication Across Generations 


These communication differences can lead to a breakdown in team dynamic and productivity - if you let them. Considering the diverse needs, preferences and skills that each generation brings, it takes a multifaceted approach to support all experiences. 

  1. Communication Modalities: Consider using various types of communication platforms. This may look like offering a choice or alternating schedule of virtual and in-person communication. Include visuals, eye-catching colours, optimize on the platform functions such as “raising a hand” on Zoom.

  2. Language Used: Consider preferred language, tone, and medium used to communicate. Younger generations, such as Millenials and Gen, may respond better to informal and more visually appealing content, baby boomers may prefer detailed and formal information transmitted through traditional channels. Avoid jargon that may limit understanding for different generations as this may lead to feelings of alienation.

  3. Intentionality: Work towards bridging the gap of communication translation and mutual understanding. Assemble cross-generational teams with different skill sets, while encouraging perspective taking.

  4. Encourage Participants of all ages to participate. Let your younger employees be and feel heard. Foster their confidence and comfortability of sharing their opinions. If an employee has specific experience somewhere, don’t let their age or length of experience limit their voice from being heard.

  5. Culture: Foster an environment of respect and understanding that encourages open-mindedness and active listening.

  6. Expectations: Establish clear expectations regarding use of communication channels, response times, and preferences for different situations. 

While each generation and individual person may have their own preferences, it is vital to optimize on these differences and showcase the unique communication qualities each generation has to offer. SEB (2024) Marketing highlights the importance and value added of fostering this kind of team.

 

Executive Presence

Executive presence pertains to your ability to inspire confidence among peers, senior leaders and subordinates. The confidence you aim to inspire relates to your skills in leadership, capabilities and potential for greatness and growth. Our focus will be placed on the ability to communicate strategically, which demonstrates an understanding of your audience, how they may receive your message, and the actionable steps your communication fosters.

Garfinkle (2024) outlines three key elements of communication that exudes executive presence:

  1. Speaking up: What you say matters, your thoughts and questions add value to your conversations. Know that you can take up space to share these ideas. 

  2. Quality over Quantity: Does your language and tone add to the conversation? Does it evoke critical thinking and broaden and enhance the discussion? Or are you simply repeating what’s already been said? 

  3. Clarity and Directness: Speak with clear enunciation, ensuring all words have boundaries. Be consistent and considerate of your pacing. Use emphasis to gain attention and direct focus to key concepts. Consider how many words you’re using to get your point across. Did you give enough detail, or too much? Do you have effective breath quality and quantity? It’s not just what you say but how you say it, that will leave a lasting impact

 
 

The Role of Listening

Did you REALLY hear them?

Have you ‘listened’ to someone while simultaneously trying to generate what you want to say next? This is not effective or respectful. You will often not only miss information but are at risk for a breakdown in understanding and mutual respect.

Listening is just about as important as speaking. We cannot have one without the other. It plays a pivotal role in building connection, resolving conflict and successful information sharing. In the workplace we can often get caught up in wanting to speak and listen so that we can respond. However, this doesn’t foster trust, connection or mutual respect or understanding. People want you to demonstrate that you are actually hearing them, that your main purpose for listening is understanding and not responding.  

“The art of effective listening is essential to clear communication, and clear communication is necessary to management success “ - James Cash Penney



Active Listening 

Listening doesn’t occur passively. It’s crucial to consciously choose to attend to others, without judgement. When listening, consider these three areas:

a) Attitude: Do you approach listening with a respect for what others have to say, even if you have a strong or differing opinion about the topic?  

b) Attention: While listening, are you thinking of the next meeting you have or what you’ll eat later? For some, particularly those who are neurodivergent, sustaining attention can be very challenging.


   
Strategies to Support Attention:

1) Key Wording: Repeat back to yourself the important terms, in your head or write it down as you listen.

2)  Visualization: You can either visualize the words themselves or create a picture in your mind about what the conversation partner is sharing.

3) Consider environmental distractions: Could you move to a location that is less busy, could music or your computer screen be turned off? 

4) Intentionally Fidget or Doodle: Research has concluded that the act of involving more of your senses such as when doodling, will enhance your active listening and attention skills. Do consider the impact these may have on others. Would a pen clicking or fingers drumming disrupt others? Is there an alternative movement that can be equally as supportive?

5) Non-verbals: Nod your head, turn your shoulders, knees and feet towards the speaker, make intermittent eye contact, reduce items in between you such as a computer or phone and respond with facial expressions that match the tone and context. When in doubt, you can always mirror your communication partner’s posture and nonverbals to demonstrate alignment and rapport (LinkedIn, 2024). 

 

Ssshhh … Silence

The vast majority of my clients have expressed that they don’t like sitting in silence, that it is one of the most uncomfortable, unsettling and anxiety-inducing actions you could take within a conversation. However, we can look at the ability to sit in silence as a skill. Silence has purpose in a conversation. It should be embraced rather than feared.

"The right word may be effective, but no word was ever as effective as a rightly timed pause." - Mark Twain


Research suggests silence can support our overall well-being:
(DeMarco, 2024)

  • Heightens self- awareness and concentration: Silence allows for self-reflection and interoception of bodily sensations such as a tight throat or chest or a fast heart rate.  

  • Supports creativity and learning: The brain requires time to process information, especially when emotion is involved. Allowing time to sit with and ‘chew’ on what you’ve heard can help your understanding, perspective taking and allow space to generate a well thought-out response. 

  • Provides time to breathe: Breathe is the foundational skills of communication. We should be taking breaths about every 8-10 words. Moments of silence is the perfect time to check in with your breath, where the movement comes from and how supportive it feels.

  • Supports the nervous system: When we sit in silence consistently, it allows for feelings of calmness and control. Allowing space for silence can also support your conversation partner, signaling that they can take time to digest, reflect and generate intentional speech. 

Lack of effective communication within and across your business or team may be what is holding you or your company back from reaching its full potential. See a speech therapist at WellSaid to begin your journey in workplace communication excellence, either individually or as a team. 

 

References

 

To speak with a psychotherapist or one of the speech-language pathologists at Well Said: Toronto Speech Therapy, schedule an initial consultation by clicking the link below or calling (647) 795-5277.

 
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