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Lynne Lancaster
"Bridging the generation gap in the workplace"
Lynne Lancaster Expertise: Aging • Business • Change • Communication • Competitive Advantage • Corporate Culture • Cultural Diversity • Customer Service • Human Resources • Leadership • Management • Marketing • Motivation • Recruitment/Retention • Relationships • Team Building
Fee Range: $10,000 to $15,000
Location: California
Baby Boomer Lynne Lancaster and Generation Xer David Stillman are two of today's foremost cultural translators. Experts on the generations, they founded BridgeWorks, a generational diversity consulting and training company with high-profile clients nationwide. Their research on intergenerational communication inspired them to co-author the best-selling business book When Generations Collide: Who They Are. Why They Clash. How to Solve the Generational Puzzle at Work. (HarperCollins, 2002)

Besides advising leaders, managers, and employees alike on how to conduct business more successfully by bridging generation gaps at work and in the marketplace, Lynne and David are engaging, informed, and entertaining speakers.
They have enlightened audiences within such companies as 3M, American Express, Best Buy, Citigroup, General Mills, and Lockheed Martin, as well as within numerous public sector and nonprofit organizations. And, they have worked with a wide range of industries, including financial services, manufacturing, health care, and hospitality.

Lynne is a Phi Beta Kappa, summa cum laude graduate of the University of Minnesota. She earned her stripes as a management consultant, coaching managers and senior executives from such corporations as Coca-Cola, The Principal Financial Group, and Ralston Purina on decoding communication issues. Lynne's work with CEO author Harvey Mackay resulted in five best sellers, including Swim with the Sharks Without Being Eaten Alive.

David's impressive business and community achievements led to his being named one of "Forty Under 40" 2003 Business Journal honorees. Among his other accomplishments, David was Creative director of a company that brought the first wave of computer-based training programs to such companies as 3M and Carlson. He worked as an intern for Prime Time Live, traveled around the world as a roving reporter for CBS radio, and earned numerous awards for his creative communications work including the much coveted CLIO.

Sought-after experts on workplace and social trends Lynne and David have been guest commentators on CNN, CNBC, National Public Radio, the TODAY show, and numerous local TV and radio programs; their business column appeared monthly in Twin Cities Business, the #1 U.S. regional business magazine; and they have been interviewed for a wide range of national publications including The Wall Street Journal, TIME magazine, The Los Angeles Times, Success magazine, and The Washington Post.

Programs With Brief Descriptions
  • Workplace: Recruiting and Retaining Four Generations
  • Marketing to Four Generations of Customers and Clients
  • Leadership: Bringing out the Best of Every Generation
  • Selling to the Generations
  • Generation X: The New Adults
  • Here Come the Millennials…the Next Great Boom
  • Customer Service for Each Generation
  • Not-for-Profit: Recruiting Four Generations of Donors
  • Workplace: Recruiting and Retaining Four Generations
    For the first time in history, four distinct generations are shoulder to shoulder in the workplace, each with a unique set of attitudes, values and work styles. It used to be that older workers were bosses and younger ones took orders. Now, roles are all over the map and rules are being rewritten. Organizations are feeling the pain of generation gaps as they struggle to manage productivity and morale while maintaining high quality and service standards in a challenging economy.

    Recruiting and Retaining Four Generations demonstrates why it's important to understand what shaped the generations and why they behave the way they do. Learn about ClashPoints™-areas at work where the generations are bumping up against each other and causing problems-such as around feedback, rewards or loyalty. Find out how different value propositions appeal to different generations of employees. Grasp the keys to retaining the generations you need the most. Master generational differences and convert this form of diversity from an obstacle into an opportunity.
  • Marketing to Four Generations of Customers and Clients
    How can companies market to one generation without alienating another? How do you teach an old product new tricks? Each generation has different needs and characteristics, and each demands a unique marketing approach geared especially to them. But too few marketers really understand generational differences.

    This lively and topical presentation demystifies generational marketing and offers hands-on advice for marketers who want to think in new ways about reaching the generations. It offers strategies that capitalize on each generation's attitudes and preferences. And it shows audiences how generational insights can transform marketing campaigns and sales efforts. Generational collisions are happening everywhere, and businesses can gain a distinct competitive edge if they get to know who the generations are, what makes them tick, and how to make every generational connection count.
  • Leadership: Bringing out the Best in Every Generation
    Leading today is more complicated than ever before. Besides more generations to lead, factors such as technology, a tough economy, loopholes, and litigation have made today's workplace more challenging than in the past. And, leadership is not necessarily determined by one's position on an organization chart or by what's on a resume. With roles and responsibilities constantly changing, being a leader can simply mean being reliable and available, regardless of age or rung on the corporate ladder.

    From attitudes about loyalty to staying on the cutting edge, each generation brings unique leadership traits to work. While some try to figure out which generation's way of leading is better, in reality no generation is better or worse, they're just different. Our speaker(s) will help you identify the obstacles and opportunities for leadership within each generation and understand the potential impact everyone can make as a leader.
  • Selling to the Generations
    To truly understand their customers, salespeople must think beyond income level, education, buying preferences, and spending habits. The best salespeople need an arsenal of tools to help sell to their clients, and among these items is a clear understanding of who the generations are in today's marketplace, how they differ, and how their unique needs play out in the sales process. Being savvy about the generations can mean the difference between selling or not.

    Selling to the Generations helps audiences understand what types of sales approaches and techniques appeal to each of the four generations. How do you find the "hot buttons"? When do you sell up? When do you sell down? What sales pitches will appeal to a Traditionalist vs. a GenXer? These questions and more are addressed in a highly entertaining program that teaches excellent strategies for sharpening your generational edge in the sales arena.
  • Generation X: The New Adult
    Generation X is redefining adulthood in exciting new ways. Often depicted as skeptical, entrepreneurial and independent, Gen Xers have become the "new adults." They are forming families, holding responsible positions in the workplace, and representing new buying power. They are focused on career flexibility rather than job security and are the most prized demographic for advertisers-they love consumer culture and leading edge products.

    Yet, this generation is the smallest in population size. How do we attract these new adults? What does it take to capture their commitment? If we don't train them as managers, who will replace the millions of Baby Boomers eligible to retire over the next decade? Get to know the real Generation Xers-from their parenting styles to their professional goals. Find out what conditions and events shaped this generation, propelled them into positions of power, and inspired their determination as consumers, workers and parents.
  • Here Come the Millennials…the Next Great Boom
    American business is soon to be rocked by the arrival of a new and powerful generation. Millennials (born 1982 to 2000)-the first generation to rival the Baby Boom in size- are already entering high school, trade school and college and are poised to flood the workforce over the next two decades. Passionate and sensible, they will bring their own set of work attitudes, expectations, and values. How prepared will Gen Xers, Baby Boomers and Traditionalists be to manage them?

    "Here Come the Millennials…" offers strategies for recruiting, retaining and motivating this influential new work force. Companies that are forewarned and forearmed will reap the rewards of the Millennial generation's talents, ambition and pragmatic approach to the world of work.

  • Providing Customer Service to Four Generations
    Customer service means many things to many people, and great customer service means understanding what it means to each generation. Whether on the phone, online or face-to-face, attitudes and generational biases often are reflected in what you say and how you say it; common courtesies often are interpreted differently.

    Gain a distinct competitive edge by teaching your customer service reps who the four generations of customers are and how to communicate more effectively with each one. Learn through humorous sketches and real-life examples how avoiding patronizing behaviors and capitalizing on emotional connections can make every customer's experience a positive one.
  • Not-for-Profit: Recruiting Four Generations of Donors
    Nonprofit organizations suffer the same frustrations and face the same workplace problems as profit making companies. To be effective, nonprofits need good leadership, strong management systems, marketing savvy, and an ongoing commitment to excellence. They also need to understand what motivates four generations of staff, volunteers and donors to give their time and their money.

    From Board members and staff to hands-on service providers, awareness of generational differences is crucial to organizations that must compete for well-qualified and loyal workers when resources are limited. What messages will attract skilled workers to the nonprofit world? What does it take to make connections with Traditionalists, Boomers, Generation Xers, and Millennials, so they not only donate but also keep giving? How does acknowledging donors of each generation differ? You'll learn this and more…
Client Testimonials:
"Your presentation provided terrific insights into the issues involved in managing a multi-generational workforce. And you did it in a way that made people sit up and take notice. Your presentation provided valuable tools to help our leaders achieve growth objectives"
-- David R. Hubers, Chairman, American Express Financial Advisors

"Your presentation received extremely high ratings and outstanding written comments. Respondents gave you a near perfect rating in overall satisfaction, and the audience unanimously agreed that it was one of the best sessions in a long time."
-- Robyn K. LeBuff, Vice President, Bank Marketing Association

Articles:
Generational Turbulence: The Widening Generation Gap at Work
Sample of survey findings from BridgeWorks Generations Survey
Just a Little Respect: Each generation has its own take on Workplace Etiquette
To Serve and Detect: Different generations have wildly different definitions of customer service.
Play Nice: Understand the nuances of each generation’s workplace feedback preferences
Ready, Aim, Hire: Use targeted approaches to recruit the best and the brightest of any generation

Books:
Book: When Generations Collide Author: Lynne Lancaster & David Stillman
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