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By Alyce Collins
Senior Reporter
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Gen Z and millennials are often accused of spending too much time on their phones, but it turns out that when it comes to work, younger professionals prefer to put their cellphones down to avoid making calls.
A recent survey conducted by Robert Walters, a global recruitment agency, found that Gen Zers (born between 1997 and 2012) and millennials (born between 1981 and 1996) preferred to communicate via email and instant messaging at work—with 59 percent favoring those methods, while 50 percent felt uncomfortable making business calls.
With efficiency and productivity the name of the game, only 16 percent of Gen Z and millennial respondents considered calls an effective use of time, and 14 percent said it was their go-to approach. While direct messaging may be quicker and more natural to young workers, it has also given rise to what the survey refers to as "phone anxiety"—which Verywell Mind, a mental health and wellness platform, describes as the fear of making or answering calls.
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The increased phone anxiety among younger generations is a stark contrast to their older counterparts, who prefer interpersonal communication. According to the survey, conducted in March, 49 percent of Gen Xers (born between 1965 and 1980) and baby boomers (born between 1946 and 1964) believed having fewer calls and meetings would negatively affect their business relationships.
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Speaking to Newsweek about the results, Sean Puddle, the managing director of Robert Walters in New York, said younger generations were often dubbed "digital natives" because they grew up using technology and were more comfortable using it to communicate.
Puddle added: "It's clear that younger professionals are embracing the digital age and the positive impact it can have on productivity. They're more likely to communicate through text-based mediums rather than face-to-face or phone conversations.
"While the efficiency and convenience of digital communication cannot be denied, we must recognize the downsides. In-person interactions allow for meaningful connections to build a rapport with clients or colleagues."
What Is Phone Anxiety?
Modern technology has undoubtedly changed the workplace in various ways, and for the most part, it's great for productivity and efficiency. But the shift toward digital communication has also created an increase in phone anxiety.
According to Verywell Mind, people with phone anxiety may feel stressed about embarrassing themselves or worry about bothering the call recipient. This can lead to an increased heart rate, nausea, shaking and lack of concentration.
While it may not be easy to overcome phone anxiety, Verywell Mind suggests cognitive restructuring to replace negative associations, exposure training or coping strategies. These strategies include smiling before a call to relax, rewarding oneself for taking a call, visualizing success, preparing and, overall, not overthinking it.
How Can Workplaces Help?
While the survey results indicated that Gen Zers and millennials much preferred to communicate via email and instant messaging, Puddle said it was hard to replicate the facial expressions, social cues and intonations that occur during calls or meetings.
He said: "Face-to-face or phone interactions play a significant role in building trust as they allow clients to see the professional's sincerity, competence and professionalism. Without that, it may take longer to establish trust.
"Working without these can lead to feelings of isolation and loneliness over time. Without the camaraderie and support that comes from face-to-face interactions, individuals may experience decreased morale and motivation in their work."
Although phone calls and meetings could be useful for in-depth discussions, Puddle said many people felt burdened by social anxiety or pressure to perform well. But rather than avoiding them entirely, he recommended businesses "be more mindful" of employees' feelings and accommodate their preferences.
"Employers can alleviate some of these feelings by providing opportunities for young professionals to practice phone communication in a controlled and supportive environment. They might also consider cross-generational mentorship for employees of different ages to learn from each other and gain insights into different communication styles," Puddle said.
He added: "While phone calls and face-to-face interactions remain crucial, integrating instant-messaging platforms can provide a well-rounded approach for younger professionals who want efficiency. Businesses must strike a balance between leveraging the advantages of instant messaging, while recognizing the value of in-person connections."
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