Bruce Tulgan

It's Okay to Be the Boss

The #12 Myth about Generation Y

In my last Insight, I discussed the number 11 myth about Generation Y.

The number twelve myth about Generation Y is that they only want to learn from computers.

They DO want to learn from computers.

Here's what they want to learn from computers. They want to learn from computers stuff that is easy to learn from computers.

If they're working on a task, responsibility or project and they run across a skill or a knowledge gap that prevents them from achieving a tangible result, they want to be able to go to an information management tool that they're familiar with to fill that skill or knowledge gap. They want to be able to use a menu-driven information system or Wiki technology or social networking technology to fill those skill and knowledge gaps in real time.

And here's what really drives them crazy: When they have less sophisticated information management tools at work than they have at home.

But that doesn't mean that they only want to learn from computers.

Gen Yers want to learn from people also. Here's what they want to learn from people: Stuff that's not easy to learn from computers; the lessons of experience, wisdom and context.

Those are the things that they want to learn from people. And when managers are willing to spend time teaching them the things they can't learn from computers, those are the managers they respect the most.

Bonus Management Tip: Teach Gen Yers the Basics of Customer Service
At Rainmaker Thinking, we teach six basic rules:

1. Make yourself available.
2. Say as little as possible, at first, and listen carefully.
3. When you do talk, choose your words very carefully. In advance, study prepared materials, learn your lines and rehearse.
4. Never wing it. Don't guess, don't hope and don't exaggerate. Whenever possible, use prepared materials to help you.
5. Request feedback from customers during throughout your interaction. Ask, "Is that acceptable to you?"
6. Problem-solve. Solve small problems quickly and get help for bigger problems. 

Created by: Bruce Tulgan, © 2009 RainmakerThinking, Inc. in conjunction with Bruce's free video newsletter that's available at Rainmakerthinking.com.

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