Every day, credit unions lose thousands – sometimes millions – because of miscommunication, turnover, and disengagement. But here’s the thing… it’s not just bad behavior that causes problems. It’s bad communication between generations.
Right now, four generations are working side by side.
Baby Boomers and Gen X are in senior roles. Millennials are stepping into leadership. Gen Z is finding its footing. And Gen Alpha? They’re already watching how we work.
When communication breaks down across those generations, it’s not just awkward… it’s expensive.
Poor performance, negativity, resistance to change, or simply not playing well with others, these are the symptoms we see. But labeling someone as “difficult” without understanding why is like treating a cough without diagnosing the infection.
Let’s face it… most people don’t set out to be difficult. Stress, misalignment, lack of clarity, or unmet expectations are usually the root cause. That’s why leadership isn’t about confrontation. It’s about curiosity.
When you’re leading a difficult person, start here:
- Clarify expectations. People can’t meet standards they don’t understand.
- Coach with empathy. Ask questions before giving direction.
- Document behaviors, not emotions. Stay objective, not reactive.
- Bring in support early. You don’t have to manage it alone.
Now, sometimes, despite your best efforts, change doesn’t happen. That’s when leadership means protecting the team, the culture, and the mission – even if it means letting someone go. Difficult people aren’t the problem. Unclear leadership is. But don’t take that advice and stay in a rut.
Part of being a leader is maintaining perspective and striking a balance. Or in other words, when it comes to dealing with difficult people, knowing when you haven’t given enough, but also knowing when you’ve given too much of yourself or your team.
The more intentional we are about how we communicate – across generations, across roles –the healthier and more engaged our credit union becomes.
So, be mindful of your own resources and avoid going to extremes. And remember: Ideas spark change, actions ignite them.
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