Transcript What are you Saying? Cross Generational Communication

Intergenerational Webinar
Ron Phipps, ABR, CIPS,CRS, ePro, GREEN, GRI, SFR
Matt Phipps, CIPS, CRS, ePro, SFR
19 February 2013
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What are you saying?
S Communication is more than speak.
S Effective communication needs to be heard and
understood…not merely said.
S Cross generational speak is behavioral, not merely
aspirational.
S Effective communication will generate more understanding,
more business and more income.
What are you saying?
Challenge:
Each generation has a lens (a cipher) through which it understands and
knows.
We need to know what the lenses are, and how to bridge the
communication gaps.
The voids are more than generational: cultural, ideological, political,
gender, geographic, orientation, religious, and economic.
Our goal to provide tools overcome those challenges.
What are you saying?
S PURPOSE:
Communication Fluency:
Being understood and understanding.
What are you saying?
Building Bocks of Understanding:
First is personality type: DISC assessment
Dominant
Influence
Steady
Compliant
What are you saying
S Second Building Block:
S Formal vs. informal cultures
S High touch vs. low touch cultures.
S Cultural: Respect the distinctions --- a student.
S No room for arrogance.
What are you saying?
The Generations:
Veterans (Pre 1946)
Baby Boomers 1946-1964
Generation X 1965-1980
Generation Y 1980- 1995
Linksters 1995 +
What are you saying?
S Miscommunications:
S Grooming
S Dress
S Language
S Foul language
S Respect of persons time.
What are you saying?
S We are different: How do we understand each other:
Universal human characteristic:
Honesty is valued. It knows no generational bias.
Two truths:
S 1. You must know your clients and your members.
S 2 The generations communicate differently.
S i.e. boomers like face to face. Y generation prefer text.
Knowing Clients/ Members
S Intergenerational Fluency is learned.
S It is just like learning a new language.
S The easy part is that you are already immersed in it.
S Study the clues.
S Your members need to be student too: Average seller is 52,
average buyer is 42. Average Realtor is 54. A lot of
potential for misunderstanding.
Strategies for Communication
Success
S Listen more than you speak.
S Give your audience a choice of how to communicate.
S Be honest with successes and failures.
S Ask people how they think you are doing. Regardless of
generation they will tell you.
S Surround yourself with different generations.
Choose your medium
S Writing: blogs, newspapers, etc.
S Video: Self produced, news.
S Local television The Real Estate Minute/ House Talk.
S Visibility and regularity= consumer top of mind = business.
Strategies
S Thought leader is not just geographic.
S Most effective is to educate consumer not advertise to
consumer….branding must have consumer value not simply
top of mind value.
S Use HUMOR…be able to laugh at yourself.
Generation Language Mistakes
S Choose words that are understandable regardless of
generation.
S Learn from the mistakes.
S Boomers can learn from people younger than us.
S Lack of language skills.
S Texting w your friends…different than clients.
How to know your Realtor
Members
S 1. Generational neutral questions.
S 2. How do you want to communicate…need to know
generational literate vehicle. Realtors do not text? Really
S What is their notion of time.
S What do they want from us? Do they know what we can
offer.
Truth/Take Away
S We are all human.
S We breathe the same air.
S But our experiences are different.
S Our challenge is to understand each other and celebrate our
uniqueness.
S We are a great time of challenge and opportunity.
Thank you for participating
The Leadership Academy 2014 application process ends March 31, 2013
Realtor.org/LeadershipAcademy
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