Is the Gen Z 'Stare' or Lack of 'Handshake' Skills a Real Problem in Retail?

While inter-generational bickering and criticism is certainly nothing new, particularly online, a raft of recent reports have cast Gen Z in the spotlight, highlighting an apparent dearth of soft skills -- or "handshake skills," as one retail insider termed it -- plaguing certain workers and would-be workers in today's retail workforce.

In an "expert viewpoints" piece penned for Chain Store Age, HireQuest CEO Rick Hermanns made a few concise points around the shifting labor landscape in the retail business. From the prevalence of swapping W-2 roles to 1099 contractor arrangements to discussions around the complexities of worker verification, Hermanns then pivoted to outline a supposed skills gap in evidence when it comes to today's Gen Z employees.

"For Gen Z workers entering the retail industry, whether they’re working the checkout counter or helping build new stores on the construction side, employers say the biggest gap isn’t technical ability, it’s 'handshake' skills," Hermanns wrote.

"Across industries, hiring managers are passing on Gen Z candidates in favor of more seasoned workers who can show up on time, problem-solve and communicate confidently from day one," he added.

This trend was also analyzed by Nick Lichtenburg and Fortune Intelligence following the explosion of social media content chronicling the so-called "Gen Z stare" that filled feeds earlier this year.

Described as a vacant and unresponsive gaze replacing the traditional greeting or chit-chat in retail and service roles, Millennials and members of older generations spoke of instances where this behavior was encountered in real-life settings, pointing to a lack of interest or engagement, as well as a lack of social grace or soft skills. Gen Zers were quick to retort, claiming the stare could be a reaction to awkward or foolish customer interactions, or an expression for a desire for authenticity, rather than scripted or forced customer service interactions.

However, as Lichtenburg and Fortune underscored, businesses were taking these trends quite seriously.

"Managers and older colleagues report that the Gen Z stare reflects a broader challenge with face-to-face communication and soft skills, which are critical in customer-facing roles. This has led to misunderstandings, perceived rudeness, and, in some cases, customer dissatisfaction. Companies are investing more in soft skills training for Gen Z employees, increasing onboarding costs and time-to-productivity," Lichtenburg wrote.

"Some managers report [per HR Dive] higher stress and even consider leaving their roles due to the challenges of managing Gen Z workers, with 18% saying they’ve thought about quitting and 27% preferring not to hire Gen Z if possible. The Gen Z stare has become a symbol of generational friction [per Mashable], with half of managers saying younger workers cause tension among other age groups. This can impact team cohesion, collaboration, and overall workplace morale. Even many Gen Z managers say that their own generation is the most difficult to manage," he added.

Gen Z Also Offers Positives in the Workforce, Including Transparency, Flexibility, and Inclusion

In a CTV News report also taking on the topic of the day when it comes to a perceived lack of etiquette and soft skills among Gen Z job-seekers or new hires, Ashley Kelly -- founder and CEO of the workplace inclusion consultancy CultureAlly -- noted that many zoomers had missed out on the "micro-lessons" that previous age cohorts had gained through in-person experiences.

“They came into the workforce during COVID,” said Kelly. “They missed out on a ton of these micro-lessons that you pick up just by being in the office — seeing how people dress, how they handle tough conversations, how they show up in meetings.”

“They bring a ton of positives to the workforce. They really value transparency, flexibility and inclusion. I’ll say too: they push organizations to live up to those values, and I think that that’s really good for everyone and for business in general," she added.