PRAGMATIC SHIFTS ACROSS GENERATIONS: IMPLICATIONS FOR TEACHING WORKPLACE ENGLISH IN THE AI ERA

In contemporary workplaces, notable generational differences have emerged in politeness and pragmatic behaviour, particularly in how Generation Y and Generation Z use and interpret tone, formality, and relational cues. Drawing on research in pragmatics, politeness theory, and digital communication, this review highlights how Generation Y tends to favour structured, deferential, and conventionally polite language, while Generation Z adopts a more direct, concise, and digitally influenced communicative style. These differing expectations increase the potential for miscommunication in professional interactions, especially in email and instant messaging contexts where non-verbal cues are limited. The review also examines the growing influence of artificial intelligence (AI) tools, such as email generators, predictive text, and tone checkers, which increasingly shape pragmatic norms by promoting a standardised professional tone and offering learners opportunities to practise context-appropriate communication. Although AI can enhance pragmatic awareness, its generalised politeness models may not always align with authentic interpersonal expectations. The paper concludes with implications for teaching workplace English, emphasising the need for pragmatic instruction, generational awareness, and AI literacy to support effective communication in AI-mediated, multigenerational workplaces.