Old Dogs Can (and Must) Learn New Tricks
Development & The Aging Executive
As I sit down to write about this topic, my colleagues are busily warning me that I am about to be both politically incorrect and perhaps inadvertently insulting to anyone among my readers who has passed their 50th birthday! Despite those warnings, and buoyed by my conviction that this message needs to be heard, I write on, but as my topic is the challenge older professionals experience when asked to learn new technology, it seems wisest to begin by issuing a brief disclaimer. Though I will write about “older professionals”, the fact is that age is not always the sole determining factor in whether a person is facile with technology or not, but at least based on my own observations, it seems reasonable to generalize that individuals over 50 years old - - the arbitrary cut-off I will use in this article - - often struggle more than their younger counterparts to master a rapidly developing set of technologies.
In saying this, I realize I play directly into the fears of older professionals who are sometimes concerned that they will be disadvantaged when interviewing for a new position or, even if hired, when being considered for subsequent advancement, by virtue of their age. Sadly, their fears are not entirely misplaced. According to Dr. Connie Wanberg and her colleagues, (Psychological Bulletin, “Age and Reemployment Success after Job Loss”, May 25, 2015), research reveals a negative correlation between age and reemployment status and with the strength of the negative correlation becoming stronger as the executive in question moves past his/her 50th birthday. Although the reasons for this decline in perceived employability are legion, one of the core concerns expressed by some employers is the perception that an older employee would struggle with technology. Given that the use of technology in nearly every business setting has become the norm - - even servers in restaurants are now as likely to use an iPad as they are paper and pen! - - it seems reasonable to maintain a bias against those who cannot master it.
Of course, many people over 50 are extremely tech-savvy and I do not just mean those with an IT or innovation background, where such skills would obviously be essential. Instead, I am talking about people like my Mum! Having worked in an office in years past, she gained real facility with the computer. Not only has she kept up with the rapidly changing face of technology, but she is prolific in her Facebook posts, utterly aware of the latest mobile phone release and its available features, and well aware of the latest gadget or related item to hit the market. And my Mum is not alone! A 2013 Pew Research Center study, for example, revealed that 59% of people aged 65 and over report that they regularly go online.
Exceptions and rudimentary use of the Internet aside, however, the fact remains that many older professionals struggle to keep up with emerging technology. For most, the underlying reasons for their struggle are clear:
Fear of Failure
Perhaps the single biggest barrier that older people face when confronted with a new technology is fear of failure. Partly, this reflects the ordinary fear people feel when confronted by anything new and unfamiliar. The more foreign the topic, the higher the fear factor. Older workers may fear exposing themselves to potential ridicule by revealing their technological ignorance. Some fear that they lack the skills to master new technologies, while others fear that by pushing the wrong button, they will somehow damage the system they are using and be exposed as technological ignoramuses. As one researcher notes (Dr. Kate Magsamen-Conrad, Computers in Human Behavior, “New Technology a Struggle for Older Generations”, April 29, 2015), “Some [older] users have relatively high levels of anxiety or difficulty when they are introduced to new technologies. Such concerns may be related to the issue of the digital divide and ageism….and the way technology has transformed the workforce, educational practices, leisure activities, and health services.” In other words, older professionals may fear technology simply because there is so much of it to master. Since so many aspects of life increasingly require such mastery, the task may simply appear overwhelming. In our time, this is not simply a fear of being teased but of being left behind or even fired if technological prowess is not achieved. And these fears are fanned by the common misconception that older, more experienced professionals, by definition, will know more and be more adept than their younger colleagues. With both emotional, reputational and financial dangers to consider, it is no wonder that older professionals have a fear of failing.
The Price of Asking for Help
Older professionals, especially those in positions of authority, tend to fear they will lose face if they ask a younger colleague for help. In situations where such a person encounters a technology problem, they typically choose to keep quiet instead of asking for help, hoping that problem can be solved by someone else at a later stage.
Years ago, I was working part-time in a packaging factory. Many of colleagues were significantly older than I and, in the beginning, would rarely if ever ask me for assistance or advice. But as our relationships deepened, we began to speak more freely with each other. As I listened, I realized that these colleagues had decided not to seek the support and counsel of their juniors because past experiences of doing so had resulted in begrudging impatience on the part of the younger “instructors” or, worse yet, outright ridicule of those needing help. I made an effort to reassure them that I was willing to help in any way I could, and would do so without impatience or “attitude”. Over time, they began to trust me and seek my help, eager as any younger colleague to learn and develop!
Resistance to Change
My father is by no means tech-savvy. Several years ago, I can remember him adamantly refusing to change his old, clunky handset for a new Smartphone, even though his service provider was offering the new device for free. My father was not, I think, afraid of learning a new technology, but rather sincerely of the belief that the advances in technology - - photographs on a telephone, instant messages, and the like - - were simply unnecessary and, at least for him, of no use.
Ultimately, his old phone died and he had no choice but to switch to the newer model. Unfortunately, his resistance to change meant that he had been bypassed by several generations of technology, resulting in a learning gap between his old handset and the new that was so great that he quite quickly stopped trying and instead simply mastered the basics functions of his new handset. Even today, he uses his phone for calls and the occasional text message, but leaves the majority of its capabilities unlearned and untouched.
I am no “gadget head”, but like many of my generation, I tend to upgrade my phone whenever I am eligible to do so. For me, this is more about keeping up with the newest technology than it is about having a new device. Professionals of my father’s generation, however, can sometimes see embracing change as a rejection of the past. “It isn’t broken, so why fix it?” they seem to be asking. Sadly, in the absence of an open-minded attitude and a willingness to try, learning new technology can be a much slower and difficult task for such people than it would otherwise be.
How Employers can help
Though I have focused here on the barriers a given individual can face in trying to master technology, the issue is every bit as much a corporate one. As described earlier, companies now see every aspect of their operations take on a technological aspect. In order to stay competitive, employers need a tech-savvy employee base. Since wholesale firing of older employees would be morally wrong, illegal and short-sighted, can companies instead help older workers to overcome their struggle with technology?
I believe the smartest approach for organizations is to create an environment that facilitates two way teaching between older and younger employees. There is so much knowledge and experience that an older worker has from which a younger worker could learn to prevent mistakes and enhance productivity. When the older employee contributes and help the younger employees, this in turn sets them free from the perceived shame of asking for help in return. More seasoned professionals, for example, might be able to help younger ones develop people management skills, strategic planning, or courage under fire. Younger professionals, in turn, could help their older counterparts get up to speed on an important application or device.
In order to reduce the fear of failure, companies should underscore how easy it is to use a given new technology before implementing it. Providing hands-on experiences with a given device or application, especially if delivered in a group setting that combines people of varying ability, helps reduce the fear of failure. Instructors should be selected for their sensitivity to the challenges faced by older workers, for their evident patience, and for the practicality and utility of their instruction. Companies should show reassure and encourage their workforces by underscoring to everyone (but especially older professionals) that ample time and training will be provided before the actual implementation of a new technology. This is especially important when the technological shift is large. Reducing the stress of the employee base, and providing a “safe” way to learn, will improve both individual morale and organizational productivity.
As described above, people more readily accept change if they are first persuaded that change is necessary. In order to assist older employees in embracing the need for change, employers should outline very clearly what a given technology can do for both the company and employee. For example, new and more sophisticated record keeping programs could mean a reduction in manual work by an employee, a clear advantage that might well stimulate the employee’s willingness to learn.
Companies can also offer a voluntary Q&A session specifically targeted at employees concerned about mastering a new technology. In such a forum, employers can address the common fears and concerns that employees may have and providing not only practical information but emotional reassurance. This kind of session, targeted specifically at those who will benefit from it, may be especially useful for older workers because it addresses their underlying fear of being a nuisance or appearing foolish.
Many companies value the experience and knowledge of their longest-tenured employees and the loss of such professionals would be disastrous. Surely a revised approach to supporting technological mastery on the part of all employees, but especially this valued subset, would be a mutually beneficial initiative for employer and employee alike. As I have tried to make clear here, everyone is capable of mastering technology as long as they are able to overcome their fears, embrace inevitable change, and sign-up for a lifetime of learning. Smart professionals will do just that, and smart employers will be ready.
-Rongine Koh