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Gen Y Challenges
Employee Training
By Mike Aoki
Platinum Quality Author
Take a look at your front-line
call center or retail sales employees. Most of these entry
level jobs are filled with people under 29 years of age.
Nicknamed "Generation Y", this group of 60 million Americans
is the most adaptable and computer literate generation the
world has seen. But, they think and act differently than
previous generations of employees.
Why is this generation different from "Boomer" and
"Generation X" employees? Eric Chester, the author who
coined the term "Generation Why" says, "Generation Y won't
automatically offer up their respect just because someone is
older or has a title." They won't automatically accept what
you teach in your training courses. Instead, you need to tap
into the secret that drives them.
What is that secret? "They pledge their hearts and souls to
causes that they believe in, which makes them very loyal
employees." says Chester. "They are idealistic and yet
cynical. They won't just follow orders."
So if you want to develop professional excellence in your
call center or retail sales team, you need to customize your
courses to appeal to Gen Y attitudes.
Here are 5 tips to train your Gen Y call center or retail
sales employees:
1. Earn their loyalty. Give them training and an opportunity
to excel. Tap into their idealism and desire to be loyal.
Whatever you do, do not betray that trust or they will quit.
They saw their parent, or parents (much of this generation
was raised in single parent homes) sacrifice family time in
pursuit of a career, only to be eventually downsized. So,
Generation Y's are willing to sacrifice their carers in
exchange for family and more downtime. They will be loyal to
a cause but impatient if they feel betrayed.
2. Use facts to overcome their cynicism. These teenagers and
young adults are the first generation to be deliberately
targeted by mass marketers and TV commercials. They are
cynical because they have been lied to before. You need to
prove through facts and case histories why they should
believe you.
3. Don't be surprised if they challenge you or dare to say,
"Why should I believe you?" They are not being deliberately
rude. But, they need to find out "Why?" before they will
accept your advice. They are capable of being loyal but will
not give that loyalty easily.
4. Get to the point! Raised with the Internet and cell
phones, they are used to instant gratification. For example,
if you are over 30 years old and wanted music, you probably
bought a CD (or for those of us who are over 40, a vinyl
record.) Generation Y downloads music instantly via the
Internet. As a result, when you hold a call center or retail
sales training session, you need to make your point quickly
and directly.
5. Do not confuse impatience with indifference. If they
believe your training session is unimportant, they will
interrupt you or tune you out. But, if you can show why your
training workshop is important, you will have their full
attention.
Remember that your new call center or retail sales employees
want an energetic training session that appeals to their
idealism, answers their questions and shows how their
contribution makes a difference. Treat your Generation Y
employees with respect. They will reward you with their
adaptability, computer savvy and yes, loyalty.
© 2008 Reflective Keynotes Inc., Toronto, Canada.
Mike Aoki is a corporate trainer and motivational speaker
with 20 years of experience in the telecom industry. For
more free tips on public speaking, sales and call center
techniques, visit
http://www.reflectivekeynotes.com
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