Millennials in the workplace: Supervisory response to intergenerational conflict

Intergenerational conflict is an issue between Millennials and older generations (Traditionalists, Baby Boomers, and Generation X). Millennials are a growing population in the workforce and supervisors have been tasked with grooming them as future managers and leaders. There are currently four generations in the workplace: (a) Millennials (born 1981–2002); (b) Generation X (born 1965–1980); (c) Baby Boomers (born 1946–1964); and (d) Traditionalists (born 1929–1945). An evidence-based realist review was used to examine millennial generational characteristics that lead to intergenerational conflict, as well as to examine interventions that are effective in reducing such conflict. The dissertation found multiple millennial generational characteristics associated with intergenerational conflict. Additionally, the dissertation found generational diversity training, two-way mentoring, and periodic rewards programs are effective practices for supervisors to implement in reducing this conflict. A conceptual model was developed to capture effective interventions as well as circumstances where and why the interventions are effective. This dissertation provides evidence-based recommendations to supervisors of Millennials in a multigenerational workforce. Suggested future research includes the evaluation of Generation Z (Post-Millennial) characteristics to determine potential characteristics that may lead to intergenerational conflict, the evaluation of workplace culture as a factor of intergenerational conflict, and the evaluation of maturational theory as a relevant theory associated with such conflict.Running Head: WORKPLACE INTERGENERATIONAL CONFLICT Millennials in the Workplace: Supervisory Response to Intergenerational Conflict Gilbert E. Jones III A Dissertation Submitted to the Graduate Faculty of University of Maryland, University College in Partial Fulfillment of the Requirements for the Degree of Doctor of Management Dissertation Advisors: Dr. Deborah M. Wharff, D.M. Dr. Eric B. Dent, Ph.D. August 13, 2017 WORKPLACE INTERGENERATIONAL CONFLICT 2 © Copyright 2017 by Gilbert E. Jones III ALL RIGHTS RESERVED WORKPLACE INTERGENERATIONAL CONFLICT 3 Abstract Intergenerational conflict is an issue between Millennials and older generations (Traditionalists, Baby Boomers, and Generation X). Millennials are a growing population in the workforce and supervisors have been tasked with grooming them as future managers and leaders. There are currently four generations in the workplace: (a) Millennials (born 1981 – 2002); (b) Generation X (born 1965 – 1980); (c) Baby Boomers (born 1946 – 1964); and (d) Traditionalists (born 1929 – 1945). An evidence-based realist review was used to examine millennial generational characteristics that lead to intergenerational conflict, as well as to examine interventions that are effective in reducing such conflict. The dissertation found multiple millennial generational characteristics associated with intergenerational conflict. Additionally, the dissertation found generational diversity training, two-way mentoring, and periodic rewards programs are effective practices for supervisors to implement in reducing this conflict. A conceptual model was developed to capture effective interventions as well as circumstances where and why the interventions are effective. This dissertation provides evidence-based recommendations to supervisors of Millennials in a multigenerational workforce. Suggested future research includes the evaluation of Generation Z (Post-Millennial) characteristics to determine potential characteristics that may lead to intergenerational conflict, the evaluation of workplace culture as a factor of intergenerational conflict, and the evaluation of maturational theory as a relevant theory associated with such conflict. Keywords: Baby Boomer, generation, generational characteristic, Generation X, Generation Y, intergenerational conflict, Millennial, multigenerational, Traditionalist WORKPLACE INTERGENERATIONAL CONFLICT 4 Acknowledgements There are several wonderful people on my doctoral journey I would like to thank. First, I thank God for giving me the strength and means to successfully complete my Bachelor’s degree, Master’s degree, and Doctoral degree all within the span of just over nine years. I would like to especially thank my loving family for supporting me throughout this journey and encouraging me never to give up, even during the most difficult times. My mother Angela, my father Gilbert Jones II, and my brother Christopher: you all have been such a vital support base for me. It greatly saddens me that my mother will not be able to attend the hooding and graduation ceremony, but I know she will be there in spirit and is proud of me as she always used to remind me. I would also like to thank my dissertation advisors, Dr. Deborah Wharff and Dr. Eric Dent, for their vast efforts in ensuring that this dissertation turned out to be a success. They made sure I stayed on track and provided me with important feedback (sometimes extra feedback) when I needed it most. I would also like to thank Dr. Laura Witz and Dr. Wanda Wagner for their support on my journey, particularly the knowledge I learned in their classes. The reinforcement of statistical knowledge in Dr. Witz’s class as well as the knowledge on creating and reinforcing a theoretical framework in Dr. Wagner’s class proved to be very useful in my dissertation. I would like to thank my subject matter experts for their valuable input on my dissertation as well. Finally, I would like to thank the members of my cohort for their support. While the end of our doctoral journey is bittersweet, I look forward to keeping in touch without the 10-ton anvils of our dissertations hanging over our heads. WORKPLACE INTERGENERATIONAL CONFLICT 5 Table of Contents Abstract .......................................................................................................................................... 3 Acknowledgements ......................................................................................................................... 4 List of Tables ................................................................................................................................. 9 List of Figures ............................................................................................................................... 10 Chapter 1: Introduction and Overview ......................................................................................... 11 Background ............................................................................................................................... 12 The generations. ..................................................................................................................... 12 Intergenerational conflict in the workplace. .......................................................................... 14 Millennials, intergenerational conflict and supervisor intervention. ..................................... 14 Problem Statement .................................................................................................................... 15 Purpose of the Dissertation ........................................................................................................ 17 Significance to Management ..................................................................................................... 18 Research Questions ................................................................................................................... 19 Discussion of Concepts ............................................................................................................. 20 Generational characteristics. .................................................................................................. 20 Intergenerational conflict. ...................................................................................................... 20 Supervisor intervention. ......................................................................................................... 20 Summary and Organization of Dissertation .............................................................................. 22 Chapter 2: Literature Review ........................................................................................................ 23 Theoretical Framework ............................................................................................................. 24 Attribution theory. ................................................................................................................. 24 Labeling theory. ..................................................................................................................... 26 WORKPLACE INTERGENERATIONAL CONFLICT 6 Generational cohort theory. ................................................................................................... 27 Scoping Literature Review: Theories ........................................................................................ 28 Millennial Generational Characteristics (MGCs) ...................................................................... 28 Millennials’ desire for recognition. ....................................................................................... 29 Millennials’ use of technology. ............................................................................................. 32 Millennial communication preferences. ................................................................................ 35 Intergenerational Conflict (IGC) ............................................................................................... 37 Proposition 1. ......................................................................................................................... 44 Supervisor Intervention ............................................................................................................. 45 Mentoring programs. ............................................................................................................. 45 Periodic rewards and/or recognition. ..................................................................................... 49 Proposition 2. ......................................................................................................................... 51 Literature Interpretative Model ................................................................................................. 51 Chapter Summary ...................................................................................................................... 52 Chapter 3: Methodology ............................................................................................................... 53 Systematic Reviews and the Importance of Evidence-Based Management .............................. 53 Search Strategies and Inclusion/Exclusion Criteria .................................................................. 55 Quality Appraisal Framework ................................................................................................... 56 Data Collection and Data Analysis ........................................................................................... 58 Realist Synthesis ....................................................................................................................... 59 Subject Matter Expert (SME) Inputs ......................................................................................... 60 Summary of SME Feedback ...................................................................................................... 62 Summary .................................................................................................................................. 63 WORKPLACE INTERGENERATIONAL CONFLICT 7 Chapter 4: Analysis and Findings ................................................................................................. 65 Analysis .................................................................................................................................... 66 Finding 1: Multiple MGCs Lead to IGC. .................................................................................. 67 Finding 1a: Millennial technology dependence. .................................................................... 68 Finding 1b: Millennial need for recognition. ......................................................................... 71 Finding 1c: Millennial work values. ...................................................................................... 73 Summary of Finding 1. .......................................................................................................... 74 Finding 2: Generational Diversity Training Programs are Effective in Reducing IGC. ........... 75 Summary of Finding 2. .......................................................................................................... 77 Finding 3: Two-Way Mentoring Programs are Effective in Reducing IGC. ............................ 78 Summary of Finding 3. .......................................................................................................... 80 Finding 4: Periodic Rewards Programs are Effective in Reducing IGC. .................................. 81 Summary of Finding 4. .......................................................................................................... 82 Summary of Analysis ................................................................................................................ 83 Post-Analysis Conceptual Model .............................................................................................. 84 Answering the research questions. ........................................................................................ 86 Theoretical implications. ....................................................................................................... 87 Alternative Perspectives ............................................................................................................ 92 Summary .................................................................................................................................. 94 Chapter 5: Conclusions and Implications ..................................................................................... 95 Conclusions ............................................................................................................................... 96 Recommendations for Supervisors ............................................................................................ 98 Researcher Implications and Areas for Future Research ........................................................ 102 WORKPLACE INTERGENERATIONAL CONFLICT 8 Limitations .............................................................................................................................. 105 Summary ................................................................................................................................ 106 References .................................................................................................................................. 108 Appendix A: Tabulated Summary of Chapter 2 Critical Literature Review Sources ................. 121 Appendix B: TAPUPAS Scoring System ................................................................................... 130 Appendix C: TAPUPAS Quality Appraisal Analysis (Weighted Scores) .................................. 133 Appendix D: TAPUPAS Quality Appraisal Analysis (Unweighted Scores) .............................. 139 Appendix E: Executive Summary Sent to SMEs ........................................................................ 143 Appendix F: Table of SME Inputs and Responses ..................................................................... 150 Appendix G: SME Form – Dr. Susan Bosco .............................................................................. 157 Appendix H: SME Form – Dr. Lara Carver ............................................................................... 161 Appendix I: SME Form – Dr. Chip Espinoza ............................................................................. 164 Appendix J: SME Form – Dr. Donald Hillman .......................................................................... 167 Appendix K: SME Form – Dr. Mona Sedrak ............................................................................. 170 Appendix L: Chapter 4 Source Synthesis ................................................................................... 173 WORKPLACE INTERGENERATIONAL CONFLICT 9 List of Tables Table 1: Generational Information of the Four Generations ........................................................ 12 Table 2: Generational Breakdown of Survey Response in Wong, Gardiner, Coulon, and Lang (2008) ........................................................................................................................................ 44 Table 3: Records Count, by Search Statements ............................................................................ 56 Table 4: Subject Matter Expert (SME) Panel ............................................................................... 61 Table 5: Summary of Feedback Received for Improvements ...................................................... 63 Table 6: Data Aggregated to Coding Labels ................................................................................. 66 Table 7: Source Count of Millennial Generational Characteristics Associated with Intergenerational Conflict .......................................................................................................... 68 Table L1: Finding 1 Sources ....................................................................................................... 173 Table L2: Finding 2 Sources ....................................................................................................... 174 Table L3: Finding 3 Sources ....................................................................................................... 174 Table L4: Finding 4 Sources ....................................................................................................... 174 WORKPLACE INTERGENERATIONAL CONFLICT 10 List of Figures Figure 1: CIMO model of problem statement. ............................................................................. 16 Figure 2: Dissertation variables. .................................................................................................. 18 Figure 3: Theoretical framework of associated theories. ............................................................. 25 Figure 4: Conceptual model. ........................................................................................................ 52 Figure 5: Systematic literature review flowchart. ........................................................................ 55 Figure 6: CIMO model, proposed. ............................................................................................... 60 Figure 7: CIMO model for generational diversity training. ......................................................... 78 Figure 8: CIMO model for two-way mentoring. ......................................................................... 81 Figure 9: CIMO model for periodic rewards programs. .............................................................. 82 Figure 10: Analysis summary graphic. ........................................................................................ 84 Figure 11: Post-analysis conceptual model. ................................................................................. 85 WORKPLACE INTERGENERATIONAL CONFLICT 11 Chapter 1: Introduction and Overview Millennials are quickly becoming the largest generation in the workforce (Cahill & Sedrak, 2012). However, conflict in organizations is an increasing part of Millennials’ interactions with employees of other generations. When work-related values and expectations are not similar, conflict between generations can occur (Myers & Sadaghiani, 2010). Carver and Candela (2008) also cite conflict between Millennials and other generations in their discussion of how Millennials will not “tolerate coworkers and managers who refuse to master and effectively use cutting edge technology” (p. 989). Carver and Candela point out that a lack of supervisor intervention in resolving intergenerational conflict (IGC) can lead to burnout, employee loss, and an unpleasant work environment. This dissertation will provide an evidence-based realist perspective on the differences in generational characteristics between Millennials and older generations that could lead to IGC. The dissertation will also evaluate supervisor intervention to alleviate and resolve IGC involving Millennials. In order to accomplish these objectives, this dissertation will use Pawson’s realist synthesis perspective to understand what supervisory interventions work in reducing IGC, as well as to understand under what IGC circumstances those interventions work and why they work (Pawson, Greenhalgh, Harvey, & Walshe, 2004). The outcome of this systematic review dissertation will be three-fold: (a) an analysis of millennial generational characteristics (MGCs) associated with IGC in the workplace, (b) an understanding of the circumstances in which supervisor-implemented practices are effective in reducing IGC, and (c) why specific supervisor-implemented practices are effective in reducing IGC. This analysis will provide new evidence-based insights on practices that can be implemented to address IGC involving Millennials for use by organizational supervisors. WORKPLACE INTERGENERATIONAL CONFLIC