A significant shift in communication habits is taking place, particularly among Gen Z, a generation that has grown up with smartphones yet appears increasingly reluctant to use them for voice calls. Studies indicate that 23% of Gen Z never answer phone calls, regardless of the caller.
Even more striking, 56% associate phone calls with bad news, reinforcing a growing trend where traditional voice communication is being replaced by text-based interactions.
This phenomenon, often referred to as telephobia, is more than just a preference for texting over talking. It reflects deeper behavioral changes, driven by the need for control, privacy, and reduced anxiety in digital communication.
Unlike older generations who relied on phone calls for both personal and professional conversations, many younger individuals now view them as intrusive, unpredictable, and unnecessary.
The Psychology Behind Telephobia
Experts suggest that Gen Z’s aversion to phone calls stems from a desire to maintain control over conversations. Unlike texting, which allows individuals to compose, edit, and even delete messages before sending them, phone calls demand immediate responses. This real-time interaction leaves little room for careful thought, increasing the potential for miscommunication or social discomfort.
Anthropologist Zoia Tarasova believes that this shift is not just about convenience but represents a broader rejection of urgency in communication.
“Young people are increasingly pushing back against the expectation that they must respond immediately. They value their ability to process and craft their thoughts rather than being put on the spot in real time.”
Another contributing factor is spam and scam calls, which have reached record numbers in recent years. With the rise of automated robocalls and aggressive telemarketing tactics, many people—regardless of age—are increasingly skeptical of answering unknown numbers.
In response, governments are stepping in, with new regulations requiring telemarketers to use specific prefixes, such as 800 or 900, to help consumers distinguish sales calls from legitimate communications.
The Impact on Workplaces and Job Recruitment
Telephobia is creating unexpected challenges in professional settings, particularly in hiring and workplace communication. Employers report growing difficulties reaching young job candidates, with many applicants ignoring phone calls from recruiters.
Some companies have adjusted their hiring strategies, switching to email, messaging platforms, and scheduling tools to connect with potential employees. Beyond recruitment, the reluctance to engage in phone conversations extends into the workplace.
Managers are finding that many younger employees avoid making or answering phone calls, even when necessary for job-related tasks. Some businesses are attempting to bridge this gap by implementing training programs and incentives, but resistance remains high.
Casey Halloran, CEO of an online travel agency, described how his company invested in coaching, psychological support, and even monetary incentives to help young employees overcome phone anxiety.
However, after two years, the results were clear: the discomfort remained. “At this point, we’re seriously considering eliminating phone calls altogether in favor of text-based customer interactions,” Halloran admitted. “If 23% of our staff don’t even answer personal calls, expecting them to do so at work is unrealistic.”
The Deep-Rooted Fear of Bad News
For many members of Gen Z, phone calls are not just inconvenient—they are associated with stressful or negative experiences. Historically, urgent and serious matters, such as family emergencies, health issues, or major decisions, have often been communicated via phone. This pattern has led many young people to instinctively associate incoming calls with bad news.
In contrast, text-based communication allows them to control the pace of the conversation, minimize stress, and avoid the pressure of immediate responses. Voice notes and messaging apps provide an alternative that still allows for personal connection but within a framework that feels less intrusive.
Can Telephobia Be Overcome?
Some institutions believe that telephobia can be addressed with training and exposure therapy. In an effort to counteract phone anxiety, Nottingham College University has introduced specialized courses where students practice making and receiving phone calls.
These simulated exercises include booking a restaurant reservation, calling a customer service line, and inquiring about product availability.
The goal of these sessions is to gradually rebuild confidence in using voice communication, ensuring that students are prepared for real-world scenarios where phone calls remain essential.
