Managing Successful Intergenerational Collaboration in the Travel & Experiential Education Industry

Across management staff, field staff, and those in your senior leadership positions, you might be managing or working with a number of generations. For most organizations, that means you’re operating with staff who display (wonderfully) different perspectives, values, views, and backgrounds.

When it comes to your travel program, your staff may not only have different individual backgrounds and perspectives, but also different ideas about the nature of work itself. This can potentially create challenges if views aren’t aligned and entry level staff require a completely different approach than those who are more seasoned.

But, there’s plenty of opportunity if you’re willing to recognize it! Restated, as many members have been asking, how do you ensure that you’re creating an environment that allows each individual to shine and contribute their unique skills? How can you harness the needs of Gen Z, Millennials, and Gen X, to provide your staff a supported work environment? And, in turn, have those staff provide travelers the best possible experiences - from initial contact with your brand to becoming alumni of your travel program?

While we’re not HR experts here at Cornerstone, we thought it worthwhile to touch on new developments and consider how addressing common workplace needs may allow the travel and experiential education field to grow and benefit from the wide variety of life experience, context, and ideas that are born from intergenerational collaboration.

Let’s dive into a few ways to recognize and celebrate generational differences - and how to support staff within each generation.

Note: We recognize that your staff are individuals, not merely members of a somewhat arbitrary generational group. Each person has unique needs, challenges, and management preferences. However, for the purpose of this article, we’re attempting to provide more information about how different generations work together to pique your curiosity about how to best support staff from different backgrounds and where their needs may be derived from, and to facilitate better teamwork and culture in your organization.

Understanding the Generations

First, let’s define some of the generations that may be in positions at your organization:

Generation X & Xennials

Generation X refers to the generation born between the early 1960s and the early 1980s, generally spanning from the mid-1960s to the early 1980s. Gen X individuals experienced a transition from analog to digital technologies and witnessed significant cultural and societal changes, including the rise of personal computers, the advent of the internet, and the spread of alternative music and subcultures. They are often associated with characteristics such as independence, resilience, and a skeptical attitude toward institutions.

Xennials are a micro-generation that bridges the gap between Generation X and Millennials. While similar to Generation X, they’re often identified as exhibiting more adaptability (especially regarding tech), while still valuing face-to-face interactions.

These staff members are likely in your senior leadership positions, boards, or management.

Millennials (Generation Y)

Millennials typically refer to the generation born between the early 1980s and the mid-1990s. This generation came of age as digital technology and the internet became increasingly integrated into everyday life. They are known for being the first generation to fully embrace and adapt to the digital revolution, with many of them experiencing the transition from dial-up internet to broadband, and from traditional cell phones to smartphones. Millennials are often associated with traits like adaptability, collaboration, and a desire for work-life balance. They witnessed the rise of social media, the advent of smartphones, and significant economic and cultural changes.

The staff members are likely in your leadership and management positions, overseeing trip development or delivery, or could be in the field.

Gen Z

Generation Z refers to the generation born from the mid-1990s to the early 2010s. This generation grew up entirely in a digital era and is characterized by being the first to have never experienced life without the internet and smartphones (also known as “digital natives”). Gen Z individuals are considered highly tech-savvy, with an innate understanding of digital platforms, social media, and online communication. They tend to value individual expression, social justice, and authenticity. Gen Z has been shaped by a time of rapid change, increased connectivity, and exposure to global issues from a young age.

The staff members are likely in your field positions or entry-level office positions.

Intergenerational Workplace Best Practices

Recognize Unique Needs

First up, recognize that your intergenerational staff do indeed have different perspectives of work, travel, mission, and how programs are delivered. In our community, we often hear organizations confused about how to assist their younger travelers and their parents (different generations!) and how to suggest their staff (perhaps another generation or two) navigate challenging situations as a team.

Generational perspective affects how our industry approaches topics like DEI, enrollment and sales, traveler support, risk management, and mental health. And the way we tackle these subjects as an industry is changing faster than ever.

Help your staff align their values and goals by making them explicit. Clearly outline and identify the mission, vision, and values of the organization. Make them visible and consistent to your staff.

This can be especially helpful for your Gen Z staff. “This generation is conscientious, purpose driven, and tech savvy. So, remain focused on the company's mission and shared values,” suggests Megan Hightower Martins, Cornerstone’s People Operations Advisor and founder at Nova HR. “Identify ways to infuse aspects of your shared vision and company values throughout daily activities. This helps folks remain focused on the big picture and remain motivated around a common goal. Additionally, try to keep an eye out for opportunities to leverage everyone's unique strengths. It's a great way to show you value diverse skills and talents in a manner in which everyone benefits.”

Next, create a pathway for your staff to share their best practices and work preferences, so that team members can honor them (when possible). Exercises like creating individual user manuals can be helpful as a reflection point of each contributor, while also alerting their team to the best ways to collaborate with them.

Make Communication a part of your Company Culture

Now that your staff is equipped with the information and vocabulary to collaborate with one another, make that collaboration a part of the company culture. Too often, we see departments “pitted” against each other (enrollment has different values and priorities than programming, which has different priorities than leadership, etc.).

Many of these misplaced conflicts can be mitigated with clear communication. Creating an environment in which everyone feels their ideas and experience are valued is not easy, but is a worthwhile task.

While Gen X and Millennial staff may need face-to-face communication or appreciate meetings, these same interactions may give your Generation Z contributors anxiety. Create different ways that teams can communicate with each other (meetings, chats, emails, project management software, CRMs) and provide balance in the different types of communications that take place. Be explicit with how teams are expected to communicate on various topics or tasks via specific channels. Or, have your intergenerational teams discuss their preferences outright and create a plan together. Again, making these expectations and “guidelines” clear to each team and the organization as a whole helps keep each generation from feeling like their needs aren’t being heard or that they don’t know how to best approach a problem to be solved. Reinforce these guidelines with your own leadership teams and everyday work behaviors!

Lean into the Unknown

Let’s face it - each “new” generation can give leadership a little anxiety. How to support, train, and retain staff with perspectives that are unknown to us? Well, the good thing is that things are always changing. And you don’t have to completely alter the way you do business to match the exact preferences of each generation. Rather, it’s important to acknowledge and understand each generation’s needs, in order to support where you can and create clarity when you can’t.

Lead with curiosity and be thoughtful about what Gen Z may need from you. Seeing more mental health struggles from your younger staff? There may be a reason for it. “A McKinsey & Company study showed that Gen Z is feeling nearly twice as socially and emotionally distressed as their Millenial and Gen X counterparts, and three times more so than Baby Boomers,” says Megan Hightower Martins. “Between experiencing COVID, high student debt, impacts of social media, and witnessing effects of environmental change, it makes sense that there's increased anxiety amongst all generations. The thing to keep in mind is we've each experienced these events differently, and we'll need to process and respond to them differently as well."

So, how do you support and retain your Gen Z staff? “Many businesses are doubling down on mental health benefits and creatively identifying ways to reduce stress and burnout in the workplace,” says Megan. “If employers focus on wellbeing, offer a strong sense of purpose, and commit to developmental opportunities that can help provide a greater sense of security, this could go a long way in motivating and engaging the Gen Z workforce.”

At Cornerstone, we support our members with intergenerational staff by providing one-to-one coaching for staff needing to debrief specific scenarios (mental health), customized staff training that helps get your team on the same page (risk management), and offering peace of mind to business leaders. We welcome additional discussion and commentary on what you’re seeing in your workplaces! How are you effectively managing and collaborating with intergenerational teams?