By Rita Rizzo, MSc, CMC

This case study, written for undergraduate students, is based on generational differences in a metropolitan children’s museum. Employees from various generations experience communication challenges, differing values systems, disparate approaches to work and interpersonal conflict. Learners assume different generation roles and address these issues in a team setting. By the end of the case, learners explore the preferred communication methods and styles to use to be effectively heard and understood in each generation, identify the work ethic characteristics of each generation in today’s workplace, respond to generational differences that affect workplace performance and productivity, and collaborate with others to create and sustain a work environment that capitalizes on generational diversity. This module requires three 50-minute classes to complete. Instructional materials include an instructor’s manual and a student workbook.