MGMT1201: Business Communication Report: Generational Differences

This business report analyzes communication problems within Process Leadership, a consulting company, stemming from generational differences among employees. It examines the attitudes and behaviors of Baby Boomers, Generation X, and Millennials, highlighting their varying communication preferences and work styles. The report utilizes the cognitive dissonance theory to explain inconsistencies in communication and proposes solutions. Recommendations include training programs to improve technological communication skills, focusing on common goals, and adapting communication methods to suit different generational preferences. The analysis underscores the importance of understanding generational differences to foster effective communication and enhance business operations. The report also suggests strategies to bridge the communication gap and improve overall workplace efficiency. It stresses the need for tailored communication approaches and the value of common objectives to facilitate collaboration and achieve organizational goals. This report offers valuable insights for businesses seeking to improve internal communication across diverse employee demographics.

Running head: BUSINESS COMMUNICATION
BUSINESS COMMUNICATION
Name of the student
Name of University
Author note

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Executive Summary
The significant objective of the report is to analyze the problems of communication as faced
in the company Process Leadership due to the differences of age observed among the
different employees of the organization. In order to analyze the problems of communication,
the attitudes and behaviors of the three different generational groups have been discussed and
examined. Furthermore, the cognitive dissonance theory of communication has been used to
explain the different points of inconsistencies among the three groups. Finally three different
recommendations have been provided that may be useful to the organization to maintain an
effective means of communication among all the employees.

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Table of Contents
Introduction................................................................................................................................3
Discussion..................................................................................................................................4
Summary................................................................................................................................4
Analysis..................................................................................................................................5
Recommendations..................................................................................................................8
Conclusion..................................................................................................................................9
References................................................................................................................................10
Appendix..................................................................................................................................11

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Introduction
In order to ensure the success of business organizations it is highly essential to
integrate the activities and functions of the various internal and external stakeholders of the
organization. Furthermore, it is also important that the employees and other members of the
business organization be made aware about the direction in which their activities and
functions should be directed so as to bring about the achievement of the organizational goals
and objectives. In this regard, it may be pointed out that communication forms a very
important aspect of effectiveness in business functions as it helps in the building of
engagement and participation of the employees and other members of the organization
towards the organizational targets and objectives (Hargie, 2016). However, these business
organizations may be faced with several challenges in establishing an effective and efficient
means of communication within the scope of the organization. Such challenges may arise due
to differences in the workforce pertaining to their beliefs, opinions, culture or even
demographic elements such as age (Venter, 2017). The report will further focus on such
problems in communication arising out of differences in the age or generational gaps among
the employees in the consulting company, Process Leadership. In order to analyze the causes
of such challenges the various barriers for effective communication among the selected group
of employees will be evaluated. Such an evaluation will in turn aid in the determination of
effective methods which will help the organization to establish an proper and efficient means
of communication among the different groups of employees.

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Discussion
Summary
According to the case study about Process Leadership, communication plays an
essential role in determining the efficiency of business operations. For this purpose, the
company had aimed to build a collaborative working environment for the employees and
other members of the organization. However, the company has been facing severe challenges
in the aspect of means of communication adopted to communicate with the employees and
other members of the organization belonging from different age groups. Poor means of
communication has directly resulted in discrepancies in the business operations. In order to
solve such a problem the company has resorted to frequently changing the modes of
communication used in order to identify the most suitable means that serves the needs of the
older generation of employees as well as the younger generation. However, frequent changes
in the real time communication methods ultimately caused frustration and further barriers in
the communication among these employees belonging from different age groups. It has been
observed that the difficulty in establishing an efficient means of communication lies in the
differences in the modes of information, which the different employees are used to
consuming. According to the observations of Murray (2017), the different modes of
communication generally used and accepted by the different generations of employees in the
workplace can be categorized on the basis of their attitudes towards work, information they
wish to communicate, priorities and differences in their areas of focus. For example, it has
been observed by the author that while the older generation would prefer to establish
communication through normative means such as direct face-to face conversations. On the
other hand, the Generation X, or the generation identified after the baby boomers or older
generations have been observed to prefer formal means of communication, such as through
emails (Murray, 2020). Meanwhile, the younger generation or millennial have been identified

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to prefer informal and easy means of communication such as text messages. The following
sections of the report will provide a detailed analysis of the case using certain communication
theories that may be applied to this problem of communication gap among employees
belonging from different generations.
Analysis
An analysis of the case can be conducted in order to understand the causes behind the
occurrence of miscommunication or lack of a proper means of communication among the
employees and other members of Process Leadership as well as evaluation solutions that may
be adopted to increase the efficiency of business operations. The key differences in the
different generations observed to be working in the organization is of primary importance as
they act as major determining factors behind discrepancies in communication within the
scope of the organization. In this regard, it may be said that the baby boomers or older
generation prioritizes their work and thereby are highly loyal towards their job (Murray,
2020). They prefer simple means of communication, which is direct, through the provision of
information in printed form. On the other had the generation X also show significant amount
of importance and loyalty towards their job. However, unlike the generation of the baby
boomers, they respect their idea more than their titles. This generation has been observed to
prefer formal means of communication in the workplace, through the exchange of emails.
This generation is more comfortable using online mediums for communication that the baby
boomer generation (Economist.com 2020). The third generation, which is the millennials are
the most exposed to advancements of technology and digital media. Thereby they are quite
accustomed to the usage and benefits of online mediums of communication as they find it
more convenient and efficient (Economist.com 2020). Their key area of focus in the
workplace is involvement or engagement in different activities and functions of the business
operations. Furthermore, the millennial generation respect their knowledge and skills and

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prefer to use informal, easy and timesaving means of communication such as text messages.
Their comfort and skills in using technology enables them to access various kinds of
information in an easier manner, thereby not requiring printed copies of information.
An analysis of the attitudes and behavior of the different generations of employees
operating within the scope of the business organization helps in the provision of an idea
regarding the preferences of each group. In this regard, it may also be mentioned that the
adoption of any particular mode of communication to address all the three groups of
employees may not be effective as he skills and preferences of each of the three groups vary
significantly (Murray, 2020). According to the communication theory of cognitive
dissonance, individuals are observed to have a tendency of seeking a certain level of
consistency among their cognitions, or in other words, their opinions, beliefs and attitudes
(Harmon-Jones & Mills, 2019). The cognitive dissonance theory enables the identification of
the several aspects that may result in causing differences or inconsistencies in such beliefs,
opinions and attitudes among several groups of individuals (Hinojosa et al., 2017).
The theory of cognitive dissonance can be applied to the given case as it helps in the
identification of the various aspects in which the attitudes, beliefs and opinions of the
different generations of employees become inconsistent. According to the given case, the
aspects in which the opinions and beliefs of the three generations of employees become
inconsistent are their preferred mode of communication, priorities, mode of information
preferred and attitudes towards work. In order to arrive at a common point and remove the
differences among the baby boomer generation, generation X and millennial, it is essential to
remove the inconsistencies in their beliefs and ideas. The three ways in which inconsistencies
may be removed as per the cognitive dissonance theory of communication include the
reduction of the importance of the dissonant beliefs and ideas among the conflict individuals
or groups of individuals, addition of common goals or beliefs so as to outweigh the amount of

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inconsistencies, and the deliberate changing of dissonant beliefs for the purpose of
transforming them into consistent beliefs and ideas.
In the given case the second and third methods mentioned can be utilized, that is, the
addition of common goals and beliefs and the transformation of the aspects of dissonance so
that they become consistent among the three different generation groups of the employees at
Process Leadership. Addition of common goals can be done by assigning members from the
three different groups of generations in the same projects so that they may be necessitated to
establish a means of communication among them. The establishment of the common goals of
successful conduction and completion of given projects may enable them to focus on
collaborating with each other and communicate in a manner that suits the preferences and
needs of all the three groups of employees.
On the other hand, the organization may also choose to deliberately change the
aspects of dissonance among the three groups of employees in order to provide them with
shared beliefs or even skills. In this regard, it can be noticed that the understanding and
comfort of technology appears to be one of the major areas of dissonance or inconsistency
among the three groups of individuals. In order to change this aspect of dissonance, the
company may conduct basic training programs for the two generations of employee operating
within the scope of their business, namely the baby boomers and generation X. These training
programs may pertain to the usage of different kinds of formal as well as informal mediums
of communication, such as emails for the baby boomers and social media or text messages for
both the baby boomers and generation. A clear understanding and training on the field of
technology and digital means of communication may enable these employees to utilize the
efficiency of online communication platforms as preferred by the millennials. The adoption
of such technologically efficient means of communication will in turn prove to be beneficial
to the organization itself, as these methods are highly cost-effective and timesaving. The

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changing of this area of dissonance pertaining to the use of technology can therefore be
conducted analyzing the level of competency of each of the groups of employees. For
example, the generation of employees observed as baby boomers may be provided with a
more wholesome and detailed training procedure as compared to the generation X who are
comparatively more accustomed with the varied use of technology for communication
purposes as well as for the exchange of information. The use of cell phones or mobile phones
is considered to be one of the most efficient technologies as compared to traditional fax
machines or even emails. An analysis of the usage of the mobile phone by the different
generations shows that they millennial are more dependent on the device than the other two
generations (Smith & Nichols, 2015). Hence, different modes of suitable communication can
be adopted while addressing a particular group of employees.
Recommendations
The following recommendations can be provided to the company so as to improve the
means of communication established among the three different generations of workers:
 Development of training programs for the different groups of employees with respect
to the level of comfort and ease of using online or other technological means of
communication like online methods of social media. The adoption of such means
would help increase the efficiency of business operations.
 Focus should be laid on the similarities among the different groups of employees like
their common goals and targets of personal and professional development as well as
the successful completion of the projects and targets assigned to them. In terms of
instructions to be provided to the employees by the managers, similar emails may be
used for all.
 Adoption of an efficient means of leadership that may enable the integration of the
varying interests of the employees with the organizational objectives and targets

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(Kiesenbauer & Zerfass, 2015). The leaders may engage in direct means of face-to-
face conversation with the three groups of employees at specific intervals.
Conclusion
From the above discussion regarding the communication gap observed among three
different generations of employees in the workplace, it may be mentioned that
communication plays an important role in determining the efficiency in conduction of
business operations and functions. In order to establish efficient means of communication
among the various different groups of employees, it is essential to identify and understand
their specific needs and interests and align them with the opportunities of the organization. In
this case, the training of the employees to adopt technological means of communication
through online mediums like social media may be useful to the employees as well as to the
organization.

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References
Economist.com. (2020). Winning the generation game. Retrieved 11 April 2020, from
https://www.economist.com/business/2013/09/26/winning-the-generation-game
Hargie, O. (2016). The importance of communication for organisational effectiveness.
Harmon-Jones, E., & Mills, J. (2019). An introduction to cognitive dissonance theory and an
overview of current perspectives on the theory.
Hinojosa, A. S., Gardner, W. L., Walker, H. J., Cogliser, C., & Gullifor, D. (2017). A review
of cognitive dissonance theory in management research: Opportunities for further
development. Journal of Management, 43(1), 170-199.
Kiesenbauer, J., & Zerfass, A. (2015). Today’s and tomorrow’s challenges in public relations:
Comparing the views of chief communication officers and next generation
leaders. Public Relations Review, 41(4), 422-434.
Murray, R. (2020). Communication Among Different Generations - Robert Murray.
Retrieved 11 April 2020, from https://robert-murray.com/communication-among-
different-generations/
Smith, T. J., & Nichols, T. (2015). Understanding the millennial generation. The Journal of
Business Diversity, 15(1), 39.
Venter, E. (2017). Bridging the communication gap between Generation Y and the Baby
Boomer generation. International journal of Adolescence and Youth, 22(4), 497-507.

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Appendix
Figure 1: Difference among different generation of employees in the US
Source: Economist.com 2020