By Rita Rizzo, MSc, CMC  
21/5/2010

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 generations; 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.