Telephobia, or phone anxiety, is increasingly common among Gen Z employees. While this has become a concern among managers and business owners alike, this blog explains why younger professionals may avoid phone calls and virtual meetings. It is certainly impacting workplace productivity, but there’s a lot HR leaders and managers can do to address it – training, mentoring, and supportive onboarding practices.

When “Just Pick up the Phone” is No Longer Simple: Understanding Gen Z’s Phone Anxiety at Work

When sitting in a recent roundtable discussion with a group of managers and business owner one of the conversations was about hiring the right person for the job and one of the frustrations (funnily enough pretty much unanimous among the members) was how younger team members freeze when the phone rings.  How they would send three follow-up emails rather than pick up the phone and who seem almost allergic to a live conversation.

If you are that manager or executive as well, the good news is that you are not alone. But before we roll our eyes and chalk it up to generational laziness, it is worth pausing to understand what is really going on.

A Generation raised on typing, not talking

Gen Z grew up in a world where communication was largely text-based – WhatsApp, Instagram DMs, Snapchat, TikTok comments. Phone calls were/are not part of their social DNA in the way they were for older generations. By the time they entered the workforce, many had spent years crafting perfectly worded messages, with time to think, edit, and delete before hitting send. A live phone call offers none of that comfort.

The data backs this up. Research from Trinity College London surveying more than 1,500 young people aged 16 to 29 found that 30% of Gen Z report phone anxiety, which is now being called ‘telephobia’ as a genuine workplace fear. Interestingly, they were more anxious about everyday human interactions than they were about AI taking their jobs. A separate 2024 study by Uswitch found that nearly a quarter of Gen Z respondents said they never answer phone calls, and 61% prefer text-based communication in almost all scenarios.

Closer to home, a 2023 survey of over 1,000 Australian Gen Z individuals commissioned by CommBank found that nearly 60% admitted dreading making or receiving calls, even when required for work.

This is not a small trend. This is a significant communication shift sitting right inside our teams.

It does not stop at phone calls – Virtual Meetings are part of the picture too

While telephobia gets much of the attention, HR and people managers are increasingly noticing a related challenge – anxiety and avoidance around virtual meetings. For many younger employees, jumping on a Zoom or Teams call carries similar pressures to a phone call, but with an added layer of being seen on camera.

The expectation to appear polished, articulate and ‘on’ in real time without the ability to carefully craft a response can feel overwhelming for a generation that feels more comfortable behind a keyboard. Many default to keeping their camera off, staying silent in group calls or avoiding virtual meetings altogether where possible.

This matters because virtual meetings are now a cornerstone of modern workplace communication, particularly in hybrid and remote environments. The ability to show up confidently, contribute meaningfully and read the room even through a screen, is a skill that directly impacts collaboration, visibility and career progression.

Fortunately, like phone skills, virtual communication confidence can absolutely be developed with the right coaching and practice.

Why it matters for HR and People Managers

Here is the thing – a phone call is still one of the most powerful tools in a professional’s kit. It builds trust faster than an email chain. It resolves misunderstandings in minutes rather than days and does not lead to assumptions on what the sender is implying.  It humanises a relationship in a way that a text thread simply cannot. The same is true of a well-handled virtual meeting.

When team members avoid both, it creates ripple effects – slower resolution of issues, missed nuances in client conversations and a growing gap between generations in how work actually gets done. Recruiters are also reporting that Gen Z candidates can struggle in phone-based and virtual interview stages, which can unfairly impact their chances before they even get through the door.

As Verywell Mind, a research company on mental health and wellbeing notes, phone anxiety can manifest physically in the form of an increased heart rate, difficulty concentrating and even nausea. So, dismissing it as simply ‘not wanting to make an effort’ misses the mark entirely.

What you can actually do about it

The good news is that telephobia is not a life sentence. It is just a skill gap and skill gaps can be addressed with the right support.

Here are some practical steps HR and people managers can take:

Normalise the conversation

Create space for young team members to admit they find phone calls and virtual meetings challenging, without judgement. You cannot address what people feel they need to hide.

Build it into onboarding

Some forward-thinking organisations are already incorporating call etiquette and virtual meeting skills into their onboarding programs, treating it the same way they would email tone or video meeting protocols. If your onboarding does not include this, now is a great time to add it.

Use mentoring and role modelling

Pairing newer team members with experienced colleagues who handle phone-based and virtual conversations well can be enormously effective. Let them listen in, debrief afterwards, and build confidence gradually.

Create low-stakes practice opportunities

Start with internal calls and team meetings rather than client-facing ones. Build the muscle before the pressure is high.

Invest in targeted training

Structured training programs designed specifically around telephone skills and professional communication can make a significant and lasting difference. Corporate Training Options offers dedicated courses to help your team build exactly these skills Telephone Courtesy and Communication courses cover everything from handling calls with confidence to managing difficult conversations professionally.

Recognise progress

Confidence grows when it is acknowledged. A simple “great job handling that call today” goes a long way.

The bigger picture

This is not about forcing a generation to communicate the way previous ones did. It is about equipping your people with the full range of communication tools they need to thrive because in the real world of business, relationships are still built voice to voice and screen to screen.

The conversation that sparked this blog is happening in workplaces across Australia. The managers who will come out ahead are the ones who respond not with frustration, but with curiosity, empathy, and a plan.

If you are ready to take the next step and invest in your team’s communication confidence, explore what Corporate Training Options has available:Customer Service Training Programs.

Because when we invest in our people, everybody wins.

So let’s stay curious and keep growing.

Frequently Asked Questions

Why do Gen Z employees avoid phone calls at work?

Gen Z has grown up primarily using text-based communication like messaging apps and social media. Phone calls feel high-pressure to them because they require real-time responses without the ability to edit or rehearse, which can trigger anxiety.

Is telephobia a real workplace issue or just a preference?

It is a real and growing workplace challenge. Research shows many young professionals experience physical and mental stress around phone calls, making it more than just a preference; it is a skills and confidence gap.

How can managers help employees overcome phone anxiety?

Managers can help by normalising the issue, offering low-pressure practice opportunities, providing mentoring, and including communication skills training in onboarding and development programs.

Penned by Tara Raj | Corporate Training Options