How phone anxiety divides Gen Z, millennials and boomers

Published date: 30 August 2024

Recent studies reveal a growing divide in communication preferences across generations. While Gen Z and millennials are frequently criticized for their phone usage, their work habits tell a different story: they often prefer digital communication and are hesitant about making calls.

According to a study by recruitment specialist Robert Walters, younger professionals - including Gen Z (born 1997-2012) and millennials (born 1981-1996) - favor email and instant messaging for work-related communication. The study found that 59% of these younger workers prefer these methods over phone calls, and 50% admit to feeling uncomfortable making business calls.

Efficiency is key for these younger generations, with only 16% finding calls to be an effective use of time and just 14% using them as their primary communication method. This preference for text-based communication has led to what we describe as ‘phone anxiety’ - a growing discomfort with making or receiving calls.

In contrast, older generations, such as Gen X (born 1965-1980) and baby boomers (born 1946-1964), continue to favor direct, interpersonal communication. The study shows that 49% of these older workers believe fewer calls and meetings could harm business relationships.

While younger professionals are adept at using digital tools, this can sometimes come at the expense of meaningful personal interactions.

Christian Atkinson, Country Director of Robert Walters Switzerland explains: "Younger professionals, often labeled as 'digital natives,' are adept at using technology for communication, which enhances productivity and convenience. However, the downside is the potential loss of personal rapport that in-person or phone interactions can offer."

Understanding phone anxiety

The rise in phone anxiety correlates with the shift toward digital communication. Individuals with phone anxiety might experience stress, increased heart rate, nausea, shaking, and difficulty concentrating when making calls. This form of anxiety stems from fears of embarrassment or inconveniencing the call recipient.

Addressing phone anxiety in the workplace

To address phone anxiety and balance communication preferences, Christian Atkinson suggests several strategies:

Practice opportunities: Provide young professionals with controlled environments to practice phone communication. This can help ease anxiety and build confidence.
Cross-generational mentorship: Implement mentorship programs where employees from different generations can learn from each other and understand diverse communication styles.
Balanced approach: While digital communication offers efficiency, integrating opportunities for phone and face-to-face interactions can build trust and rapport. "Employers should be mindful of employees' preferences and strive for a balance that leverages the benefits of instant messaging while recognizing the value of personal connections," Atkinson advises.

By accommodating different communication preferences and addressing phone anxiety, businesses can foster a more inclusive and effective work environment.