Practical strategies for resolving workplace tension and improving communication between age-diverse staff
Your front desk is the face of the firm—but behind that polished smile, there may be tension simmering. It’s not uncommon to have Baby Boomers, Millennials, and Gen Z employees working side-by-side, each with different habits, expectations, and communication styles. Add the pressure of dealing with clients, scheduling, and managing interruptions, and even small misunderstandings can flare into workplace friction.
Here’s how to smooth things over and help everyone—from the most experienced to the newest hire—work better together.
💬 Acknowledge Differences Without Stereotyping
Start by recognizing that age-related differences are real—but avoid blanket assumptions. Not all Boomers resist technology. Not every Millennial needs constant praise. Not every Gen Z worker is glued to their phone. Instead of labeling behaviors as “generational,” try to pinpoint the specific habits or misunderstandings that are getting in the way.
📱 Tech Tolerance and Training
Technology is often a flashpoint. A younger staffer may breeze through an online scheduling system, while someone older may still prefer pen and paper backups. Offer cross-training opportunities both ways. Let the tech-savvy staff help others get comfortable with new tools, and invite more experienced team members to share why certain manual backups or client rapport strategies still matter.
🕑 Respect Different Work Rhythms
Older staff may prioritize punctuality and linear task completion, while younger staff might favor flexibility and multitasking. If it causes friction (“Why does she check her phone so much?” or “Why does he insist we file this way?”), open a conversation about expectations. Focus on the results rather than the style—what matters is whether the job is getting done correctly and on time.
🧠 Encourage Mutual Mentorship
Everyone has something to offer. Pair up team members with different strengths to help one another—whether that’s helping someone new navigate phone etiquette or showing a faster way to batch-upload documents. When people collaborate instead of compete, friction tends to fade.
✋ Address Conflict Promptly and Neutrally
Don’t let resentment simmer. If someone’s tone, pace, or style is causing tension, step in early and reframe the conversation around teamwork and professionalism. Use neutral language: “I’ve noticed some tension during morning check-ins. Let’s talk about how to make those smoother for everyone.”
🧭 Set Office-Wide Communication Norms
One person prefers phone calls, another prefers Slack or email. Instead of letting everyone default to their comfort zone, set clear norms: urgent messages go by phone, daily updates go through email, etc. When everyone is using the same system, confusion drops and accountability rises.
🤝 Promote Empathy and Patience
Sometimes the issue isn’t the behavior—it’s the judgment around it. Remind your team to give each other the benefit of the doubt. The colleague who seems “too casual” may just be more relaxed under pressure. The one who seems “rigid” may just be taking pride in doing things thoroughly.
🎯 Focus on the Mission
Generational friction often fades when everyone’s pulling in the same direction. Make sure the front desk team knows how vital they are to the client experience and the firm’s success. When the mission is clear, people are more likely to set differences aside and work toward shared goals.
Different ages, different habits—but the same team. With the right conversations, clear expectations, and a little empathy, your front desk can become a space where generations collaborate, not collide.