Communicating in a multi-generational workforce: a real-world look through expert perspectives

At our recent executive forum, we sat down with industry leaders to discuss how organisations can move past "age-based labels" to build truly resilient teams. We were joined by Iris Lee (General Manager, Hong Kong and Macau, The Coca-Cola Company), Kris Lui (Executive Council Member, HKIHRM), and Yanki Fung (Health and Benefit Consultant, Mercer).

During the discussion, we asked a panel of Hong Kong business leaders to name their primary challenge in managing a multi-generational workforce, the majority answer was Communication.

From Baby Boomers to Gen Z, each generation brings its own communication preferences, expectations and unspoken norms. These differences, influenced by changing technologies and cultural shifts, can sometimes result in friction, misalignment or missed chances to collaborate effectively.

Fostering trust through intentional leadership

Iris and Kris, as business and HR leaders, noted that bridging communication gaps requires a commitment to two fundamentals: open-mindedness and active listening.

Iris advocates for a model of "radical mutuality" where the leader takes the first step toward understanding the other person's perspective.

To move the focus from business outcomes toward building trust of the working relationship, Iris regularly asks her team members—regardless of seniority—a simple question:

Is there anything you want me or the team to do more of, or do less of?

This approach acknowledges that different generations have different motivations. The objective is not to force everyone into a single communication style, but to foster the flexibility required to ensure a message is truly received.

A perspective from Gen Z

Yanki, representing the emerging workforce on our panel, shared a real-life example of how these "life motives" clash in the workplace.

Her team had prepared an exhaustive digital deck for a client, designed for autonomous review. However, the client insisted on a Zoom meeting to walk through the exact same data. "We wondered why we needed to repeat the information," Yanki reflected. "But I realised that the real-time conversation gave her something a document couldn't: confidence and reassurance."

Building a resilient workforce

Bridging communication gaps starts with small, intentional shifts. When teams become more curious about each generation’s preferred style, conversations become clearer, collaboration feels smoother, and trust grows naturally.

As Kris notes "I think all generations have one common need: being valued. Everyone wants to be valued and respected, regardless of their generation."

Communication is, however, only one piece of the puzzle. To turn generational diversity into a strategic advantage, leaders must look deeper into the expectations and work styles of a six-generation workforce.

Find out more

Download the e-guide: leading Hong Kong’s multi-generational workforce

Inside, you will find:

• How demographic changes are transforming Hong Kong’s businesses and workforce
• Common challenges in managing a multi-generational workforce
• Each generation’s expectations, preferences and work styles
• Strategies for building resilient, age-diverse teams