Bridging generations: preventing and resolving intergenerational workplace conflicts
An article by Calliope SUDBOROUGH (IÉSEG) and *Angela HERBERHOLZ
01/16/2025
4 min
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In today’s workplace, it’s increasingly common to find five generations in the workforce. While this multigenerational environment enhances collaboration and innovation, it also creates fertile ground for misunderstandings and conflict. Differing working and communication styles, expectations, values and needs can result in misunderstandings that disrupt team cohesion and productivity. For instance, research highlights how younger employees’ preference for digital tools can clash with older colleagues’ reliance on traditional communication methods. Similarly, generational stereotypes often exacerbate tensions, with younger workers being labeled as “entitled” and older employees as “resistant to change.”
These differences, while challenging, also present opportunities for growth and collaboration. By empowering mutual understanding, enhancing communication practices, establishing effective resolution strategies and bridging generational gaps, organizations can turn intergenerational differences into a source of collaborative strength. Here are two actionable approaches that companies and managers can turn to for resolving and preventing these conflicts.
Conflict management
1. Embrace the opportunity to resolve conflicts
Avoiding conflicts might seem easier in the short term, but unresolved tensions often snowball into bigger issues. Companies can empower their employees to address conflicts more effectively by equipping them with a conflict management toolkit, that allows them to bridge generational differences collaboratively. This includes skills like reflective listening, managing with empathy, and conversational integrity.
- Reflective listening: this involves genuinely listening and mirroring the speaker’s words and emotions to demonstrate understanding, validate their experience, and build deeper trust and open communication.
- Empathy: this means being present with another person’s experience—understanding their perspective without judgment or needing to agree. Role-playing exercises can help employees practice empathy in a safe setting.
- Conversational integrity: this skill involves engaging in honest, interactive conversations based on curiosity and taking responsibility for words and actions. It ensures that discussions remain focused on understanding and resolving the issue rather than escalating conflict.
Companies like Google have successfully implemented conflict resolution workshops that emphasize these skills, resulting in enhanced communication and improved team dynamics.
2. Create a resolution framework
Traditional conflict resolution often relies on adversarial models that escalate disputes and drain resources. Expanding this framework to include informal, win-win, early resolution encourages self and peer accountability, addressing intergenerational differences and preventing escalation. A well-designed process removes stigma and uncertainty, providing clarity on when to seek help, who to involve, and how to proceed.
Key steps in developing a collaborative resolution framework include:
- Outline stages: define conflict resolution stages, starting with informal methods like assessment, facilitated conversations, and mediation, followed by formal steps such as neutral evaluation, investigation, and settlement. It is also crucial to define the roles of HR, managers, and team members for clarity at each stage.
- Input for all generations: ensure all employees of all generations contribute to developing the framework to identify training needs and areas where external support is required.
- Providing mediation resources: work closely with external workplace mediators to ensure impartial facilitation, provide support, help shape the resolution framework, and train staff on its effective use.
For example, Coca Cola’s mediation programs have significantly reduced workplace tensions. By removing ambiguity such frameworks encourage proactive and sustainable conflict resolution.
Conflict prevention
Prevention is always better than procuring a cure – so here are two avenues that companies can consider to avoid intergenerational conflict and tension in the workplace.
1. Reverse Mentoring
Reverse mentoring programs can bridge generational gaps by pairing senior leaders with younger employees, encouraging mutual learning and respect. This practice dispels stereotypes and promotes knowledge-sharing, particularly in areas like digital tools and workplace culture.
Companies like trade fair giant Messe München and leading law firms like Clifford Chance have adopted reverse mentoring programs successfully. At Clifford Chance, younger lawyers mentor senior partners on digital tools, while gaining insights into strategic thinking. While reverse mentoring specifics are covered in this article/video, its value in breaking down barriers and enhancing communication is significant.
2. Conflict Management Training for Managers and Employees
This is a cornerstone of a healthy and inclusive workplace culture. Training programs empower employees to recognize potential conflicts early and address them effectively.
Here’s what conflict management training typically involves:
- Internal workshops: tailored sessions addressing the specific needs of the company’s workforce.
- External expertise: partnering with professional trainers who bring fresh perspectives and proven strategies.
Practical scenarios: using real-world case studies and scenarios to refine employees’ conflict resolution skills.
Implementing such training is simpler than it may seem. Companies like Adobe and HubSpot have integrated conflict management into their leadership development programs, creating a culture where open communication is encouraged. These initiatives help managers and employees navigate disagreements constructively.
Conflicts are inevitable but don’t have to be divisive
Intergenerational conflicts are an inevitable aspect of a diverse workplace, but they don’t have to be divisive. By focusing on transparent resolution strategies, skill development and proactive prevention, organizations can align generational differences. Embracing tools like reflective listening and mediation frameworks, while investing in programs like reverse mentoring and conflict management training, ensures companies are equipped to bridge generational divides and thrive in today’s dynamic workforce.
Ultimately, generational differences aren’t problems to solve but opportunities to harness. With the right approach, workplaces can transform potential conflicts into lasting collaboration.
Calliope SUDBOROUGH is a Professor of International Negotiation at IÉSEG and an expert in international commercial dispute resolution. A U.S.-trained lawyer, she is also a trained mediator, drawing on extensive experience as Deputy Manager of the International Centre for ADR at the International Chamber of Commerce (ICC).
Angela HERBERHOLZ is an accredited mediator, an experienced trainer and conflict consultant, with a career of over 15 years in sustainable dispute resolution. She has worked with organizations of different sizes and cultures ranging from SMEs to global associations within the public and private sector. She is the founder of Herberholz Mediation Services – which provides support and resources related to conflict resolution and training.
