We might be glued to our screens, but when it comes to phone calls, many of us would rather pretend the device doesn’t exist.
It’s become such an issue that Gen Z staff at one of Britain’s biggest finance firms, Forvis Mazars, are now being trained on how to take phone calls.
The new training aims to educate the ‘digital generation’ on how to have ‘challenging’ conversations over the phone and cover topics such as ‘relationship building.’ Staff will undergo an ‘immersive experience,’ practising picking up the phone and entering client meetings.
It follows an announcement by the National Council for the Training of Journalists (NTCJ) last year, of a new course designed to help young journalists gain confidence on the phone.
And these training courses are needed. A 2024 survey by Uswitchfound that Gen Z and millennials are actively avoid picking up the phone when it rings.
Nearly 70% of 18-34-year-olds said they prefer to text rather than call. A quarter admitted that they’ll let calls ring out, respond via text, or even Google the number to decide whether to engage.
Some have even taken it a step further, admitting on social media to keeping their phones on Do Not Disturb 24/7 just to avoid the anxiety of phone calls altogether.
But why do so many of us find a simple phone call so daunting? Phone anxiety could be to blame.
Verywell Mind, a mental health and wellness platform, defines it as the fear of making or receiving phone calls and for some, it can trigger genuine distress.
Chirs Meaden, a trauma, anxiety and phobias therapist at The Meaden Clinic in Kent, tells Metro: ‘Phone anxiety is more than just disliking phone conversations – it can trigger physical symptoms like a racing heart, dry mouth or shaky hands.
‘Mentally, it’s the dread of not knowing what to say, sounding awkward or being judged by the person on the other end.’
Some may experience symptoms of panic, such as sweating, shortness of breath or even nausea. Dr Meaden adds: ‘It’s not often the call itself, but everything leading up to it – and the post-call over analysis that ramps up anxiety.’
According to Dr Meaden, phone anxiety can stem from several things. For Gen Z, it could be attributed to growing up communicating through text, voice notes, and DMs.
‘They’re used to having time to craft replies, re-read messages and choose how and when they respond. A phone call removes all that control. It’s immediate and unpredictable, and there’s no emoji to soften a weird moment.
‘Without much exposure to phone calls early on, the skill – and the confidence – just isn’t there. For some, that lack of practice makes phone calls feel genuinely intimidating.’
How to overcome phone anxiety
Dr Meaden suggests three ways to ease phone-related anxiety. The first tip? Exposure. He recommends ‘starting with low-stakes calls like phoning to check store hours or chatting with a friend, then gradually building up more challenging ones’.
The second is preparation. ‘Jotting down key points or rehearsing what you wan want to say beforehand can ease the pressure,’ he explains.
Finally, Dr Meaden recommends shifting your focus away from yourself. ‘Think about the outcome you’re trying to achieve rather than how you’re coming across,’ he explains. ‘The person on the other end is just another human.’
While it seems that many of Gen Z would rather let the call go to voicemail, Dr Meaden argues that it’s not that young people are inherently bad at phone calls – they’re just out of practice.
‘Instead of seeing phone calls as a test or something you might fail at, try thinking of them as a skill you’re developing. You can even remind yourself that phone calls can actually be quicker and more effective than endless texting.
‘Reframing your inner dialogue – from “What if I mess this up?” to “What if this actually goes fine?” – can make a big difference. It’s not about being perfect. It’s about building confidence through small wins.’
Do you have a story to share?
Get in touch by emailing MetroLifestyleTeam@Metro.co.uk.
Posts
0 Comments