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Navigable Slide Index

1. Introduction
2. Values, attitudes and behaviour
3. Importance of the era in which a person is born
4. Howe and Strauss' Generations
5. 80 year cycle in the world history
6. Every country and culture is different
7. Everyone has a value system
8. The silent generation
9. Defining values of the silent generation
10. The baby boomers
11. Defining values of the baby boomers
12. Example: equity release
13. Before and after 1968
14. 1968
15. 1989
16. Generation X
17. Defining values of generation X
18. The cuspers
19. The importance of cuspers
20. Generation Y
21. Defining values of generation Y
22. Learning will never be the same again
23. The generational theory - 4 phases
24. Understanding why we don't understand
25. Four steps to take
26. Analyse
27. Identify
28. Empower
29. Embed
30. Applications
31. Summary
32. The call center environment
33. Contact details and thank you

Topics Covered

• Why younger and older people see the world so differently
• How the era in which we are born shapes our worldview and expectations of the workplace
• How to sell more effectively to people from different generations
• How to manage and lead older and younger people
• Improving productivity of multigenerational teams

Links

Series:

• Contact Center Management

Categories:

• Marketing & Sales

Talk Citation

Publication History

• Published on January 18, 2010