Today's Generation
How do you cope with todays generation?
Allison, New skills are like presents! The best thing is about skills are they can keep being developed. Keep it up!
Dr. Jean Norris
When tailoring your approach to the student, I believe it creates open lines of communication whether you are a part of the same generation or from another.
I enjoyed learning the different generation differences, I have to continue to implement some of these skills.
This is a great question. I refer to today's generation as the now generation. They are accustomed to getting what they want in real-time. I find myself explaining the process to them and making sure they understand that things take time. Once I explain the process and give them realistic time frames, they seem to understand.
Bridgett, Increasing your retention percentage is great! What do you owe to this increase?
Dr. Jean Norris
Our school deal with today's generation through social media. Also we increased our retention percentage.
Grace,
:) Sweet! My son is now 23 and just finished college. They grow up soooo fast! It's great that you have figured out a great balance! :)
Dr. Jean Norris
What did you say Dr. Norris? :-) In all honesty, at work/in Admissions, I have to apply a lot of rigor to actively listen. Because I do a monthly performance review and one-on-ones, this is a skill I have to continue to hone. Too, active listening is a skill that all Reps must do in order to gather all the information that they need from the prospective students during their career planning sessions. I am very blessed to have a 10-year-old boy whom I practice active listening with: When it comes to management of chores, he does the listening most of the time :-), and I do the talking. At the end of each school day, he'd do most of the talking,with me prompting him to speak-"Alright! Dazzle mom with all your results today!" 80/20 is the key.
Grace,
You are very insightful (and funny)! I'm curious if you find it more or less difficult to apply active listening at home vs. work.
Dr. Jean Norris
Grace,
You are so right! Word choice makes a huge difference! Thanks for sharing!
Dr. Jean Norris
Very good question. Being a parent myself, coping is important. As in any type of interaction, it helps tremendously to practice active listening when dealing with today's generation. Today's generational characteristics of being entitled, technology-dependent, more hopeful (instead of action-oriented) for examples, warrant that I employ an exuberant amount of patience! Additionally, I have to apply pliability and creativity at times, to engage and re-engage today's generation at work and in the classrooms. I do have to apply a lot of pyschology and Pavlov's conditioning, in order to achieve the positive results.
Dr. Norris, I have worked with a couple of very good deans or director of academics, and THE one thing I so concurred with was, the use of academic terminologies in the academic world: Word choice is very significant, and we called our students as prospecitve students or future graduates or degree-seeking candidates. The business world, especially direct sales world, uses 'customers' to refer to their target market or buyers.
Daniel, Interesting! How do you meet these students in this process?
Dr. Jean Norris
I find they are more apt to be questioning of established processes and rules and much prefer to be shown the how and the why vs other generations where the how is often enough.
Julie, It sounds like you and your coworkers are really dedicated to your students. Do you find success in your mentoring on professionalism?
Dr. Jean Norris
Todays generation has a higher expectation of customer service. This generation has a lower ability to know what professionalism is (in my experience). To cope with today's generation, I offer a higher level of customer service by guiding them through the admissions process more carefully. At the same, we are teaching them how to dress professionally. This generation is under the influence of media and have little understanding of how to dress and act professionally. We as a team, educate them on these aspects so that they are successful in the cosmetology industry.
K.C.,
So true! The younger generations are definitely into technology. What are some examples of how you can bring more technology in the classroom?
Dr. Jean Norris
One of the things I have noticed is the lack of listening attentively during conversation or instructions. The younger generation seem distracted, and more concerned with their cell phones and lap tops.
I find that I need more stimulation in my lectures and overall performance as an instructor to hold their attention. On the other hand, the younger generation keeps me on my toes!
Nydia,
I'm curious, what is your organization's comfort level with referring to students as customers?
Dr. Jean Norris
I think the customer experience has become the top business priority for customer retention.
