July 30, 2025 | 3:30 p.m. – 4:30 p.m.
Kristin K. Gonul, MA Criminal Justice, Management and Administration, Association of Central Oklahoma Governments
Kristin Gonul, 911 Education Coordinator for the Association of Central Oklahoma Governments (ACOG), led a dynamic session on managing a multigenerational workforce. With over 10 years of experience as a telecommunicator and 29 years in public safety, her passion for teaching was evident throughout her presentation.
Gonul explored the characteristics of Baby Boomers, Generation X, Millennials (Generation Y), and Gen-Z. She began with a key reminder: no generation fits neatly into a “box.” Understanding generational traits is helpful, but individuals often carry traits from multiple generations — especially “cuspers,” who she defined as those born at the edge of generational lines.
She connected major cultural events to each generation — MTV for Gen X, TikTok for Gen Z — and used personal insights to bring these differences to life. As a Gen X herself, she emphasized her generation’s preference for independence and direct feedback, humorously stating, “I’m not Willy Wonka, don’t sugarcoat it,” which drew laughs from the audience.
Communication styles across generations were a major focus. Gonul emphasized the importance of identifying preferred communication methods, noting that Baby Boomers may prefer formal communication like memos or meetings, while Millennials often opt for texts or social media. Again, she reminded attendees that these are only generalizations, and having conversations to clarify each individual’s preferences is essential.
To overcome generational challenges with communication, Gonul shared a practical framework that can be used in multiple situations:
- Acknowledge: Recognize that each generation communicates differently — adapt accordingly.
- Appreciate: Value the differences and what they bring.
- Flex: Be flexible — “know your customer” and tailor communication methods to fit.
- Leverage: Use the strengths of each method and have open conversations to determine preferences.
- Resolve: Match the communication method to the situation — an email may work for one thing, while a meeting is better for another.
The session was highly interactive, with attendees contributing their experiences and insights. Gonul’s positive and inclusive approach focused on the strengths of each generation and how these differences can enrich the workplace.
Written by Jessica Milliken
