In today’s eye care practices, clinical and administrative teams typically span 4 generations: Baby Boomers, Generation X, Millennials, and Generation Z. While this diversity enriches the workplace with a wide range of perspectives, it also introduces communication challenges that can affect both team efficiency and morale when left unaddressed. For practice leaders, mastering cross-generational communication isn’t just a soft skill—it’s a strategic necessity.
Age Diversity and the Patient Experience
Having a multigenerational staff elevates the patient experience. Each generation brings unique strengths that resonate with different segments of your patient population:1
- Older generations often excel at building personal rapport and offering reassurance to patients who value traditional, relationship-based care and patients who are experiencing high levels of stress.
- Younger generations are deeply attuned to changing social norms, and their openness to different identities and self-expression can bring a new level of cultural sensitivity and competence to existing teams, directly benefiting patient trust.
When these strengths are integrated and leveraged intentionally, patients of all ages benefit from a well-rounded, responsive care experience that feels both personal and modern. A cross-
generational team mirrors your diverse patient base, helping each individual feel seen, heard, and cared for.
Simple Shifts, Smoother Operations
Communication gaps in the health care sector can be detrimental to operational efficiency, team morale, and—most importantly—patient care and outcomes. To bridge these gaps and improve team efficiency, consider these leadership strategies:2
- Start with awareness. Make it a point to learn the general preferences of your team members. This doesn’t mean stereotyping; notice communication patterns and ask about preferences directly.
- Diversify your delivery. When rolling out important updates, consider using more than one communication channel. A quick follow-up message in a different format ensures everyone receives it in their preferred way.
- Encourage reverse mentorship. Pair experienced team members with newer staff in a 2-way mentorship structure. Baby Boomer employees may offer institutional knowledge and stability, while a Generation Z employee may bring tech fluency and adaptability. Cross-generational relationships in the workplace are mutually beneficial.
- Reframe flexibility. Flexibility does not mean lowering expectations. It means understanding how each employee works best, and using that insight to get the most from your team.
Create a Culture of Respect
At the heart of efficient communication is respect. A truly high-functioning team doesn’t just talk, it listens. Leaders who encourage active listening and model inclusive language support a workplace culture where team members feel heard, regardless of age or background.
Inclusive language avoids assumptions about a person’s comfort with technology, familiarity with certain processes, or learning style. For example, instead of saying, “You’re probably used to doing this differently,” say, “Processes have evolved—how have you handled this in the past?” This subtle shift opens the door to collaboration instead of resistance.
Leadership That Lasts
Generational diversity is not a hurdle—it’s a strategic advantage when approached with intention. By adapting your communication style and leading with empathy, you create a more efficient, cohesive workplace that better supports patients and organizational goals.
As new generations continue to enter the workforce, the most successful eye care leaders will be those who listen, adapt, and lead with cultural competency. OM
References
- Executive Leadership Team. Managing multigenerational teams in healthcare. Kirby Bates Associates. May 22, 2024. https://kirbybates.com/nes-featured-resources/managing-a-multigenerational-workforce. Accessed June 10, 2025.
- Culture Amp. Managing a multigenerational workforce. Culture Amp staff. July 28, 2023. https://www.cultureamp.com/blog/managing-multigenerational-workforce. Accessed June 10, 2025.
