Recognizing generational diversity supports more inclusive environment for co-workers and patients

Diversity is commonly associated with differences in race, ethnicity, culture, religious beliefs, sexual orientation and gender identity. Did you know it also includes people of different age groups? It’s called generational diversity. Recognizing the characteristics of people of different generations can help create a more inclusive environment for patients and co-workers.

While you may see these timeline definitions vary, social scientists have defined the following five basic generational groups, based on when they were born:

• Traditionalists (or Silent Generation), 1922–1945
• Baby boomers, 1946–1964
• Generation X (Gen X), 1965 and 1976
• Millennials or Gen Y, 1977–1995
• Centennials or Gen Z, 1996–2010

Generations develop common characteristics based on the world they grew up in, including preferred communication styles and core values. Understanding and appreciating generational diversity can help us interact more effectively with our patients and colleagues at Penn State Health.

Generational diversity in the workplace

Generational diversity in the workplace refers to having a wide range of generations represented in an organization’s employees. At Penn State Health, nearly 53% of the workforce is composed of members of Gen Y and Z, with Gen X accounting for nearly 33% and baby boomers approximately 14%.

Each generation has somewhat different values when it comes to how they approach work and their preferred communication styles. For example, Gen X employees generally value creativity and maintaining a healthy work-life balance, while Gen Y and Z workers tend to value flexibility and remote work. When it comes to communication styles, members of the Silent Generation and baby boomers might prefer in-person and phone communication, but members of Gen X, Y and Z prefer email or online chats.

One of the goals of addressing generational diversity is to discourage age discrimination, called ageism. Research shows that ageism may also affect younger workers, who may be seen as lacking experience. While the Age Discrimination in Employment Act prohibits discrimination against people who are age 40 or older, some states have laws to protect younger workers from discrimination as well.

According to Forbes, multigenerational workforces are here to stay, with members of Gen Z and the Silent Generation working side by side. In a recent study, 89% of respondents considered generational diversity in the workplace as a positive. Nearly the same percentage felt different generations could learn from each other.

However, in addition to age, differences in opinion, experiences and ways of speaking among multigenerational workforces may present challenges and at times lead to conflict, the study revealed, underscoring the importance of ensuring all employees have an opportunity to be heard and contribute to projects.

Other ways to nurture and support a multigenerational workforce may include:

• Educate your team so they understand the communication styles for each generation and address any stereotypes and misinformation about them.
• Have open conversations about the similarities and differences among generations.
• Put a stop to any generational shaming, such as the well-known expression “OK, Boomer.”
• Establish project teams that include members of different generations.
• Create an employee resource group to address issues in the workplace that affect generational diversity.
• Establish a program where employees of different generations can mentor one another and learn to communicate effectively.

Generational diversity among patients 

Just as different generations approach work and communication in varying ways, they also have different expectations and experiences when it comes to health care.

Several years ago, Medscape Education surveyed more than 5,000 patients and nearly 1,000 physicians to better understand engagement among patients of different generations. Some of the factors explored included whether and how those of different generations use patient portals or go online to research health information.

Some of the insights from the survey included:

• Those of the Silent Generation are more likely to trust their health care providers and follow their orders.
• Baby boomers are more likely to debate with their doctor and want to be engaged in the decisions regarding their medical care.
• Members of Gen X are more likely to educate themselves before visiting a physician, seek to be engaged in their health care and switch providers based on their most recent experience.
• Members of Gen Z tend to look for all types of connected health care, use and appreciate technology, have a positive relationship with their providers and value health information from multiple sources.

Some ways to engage with patients of different generations include:

• Acknowledging and addressing any biases or preconceived ideas you may have about patients of certain age groups
• Asking patients questions to understand what they expect from their health care experience
• Learning more about general differences among generational groups

Understanding what different generations of patients want from their providers, where and how they get their health information and what influences their decisions is just one more way we can ensure an inclusive environment that enhances each patient’s Penn State Health experience.

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