Forvis Mazars introduces phone communication training for Gen Z employees in response to concerns about their fear of talking on the phone in the UK

It seems that a new challenge has emerged in the workplace, especially for Gen Z employees.

Staff at one of Britain’s biggest finance firms, Forvis Mazars, will soon undergo training to improve their phone communication skills.

This move comes after concerns that younger workers—often referred to as the digital generation—are too intimidated by phone conversations to engage effectively over the device.

Addressing the Lack of Soft Skills in the Digital Generation

The new training program is specifically designed to help Gen Z employees develop the soft skills necessary to thrive in the workplace, particularly in fields like finance.

One of the main focuses of the program will be teaching staff how to handle “challenging” phone calls and build strong relationships over the phone.

In addition to learning how to speak confidently on the phone, employees will take part in an immersive experience, where they’ll practice picking up the phone, handling conversations, and even attending client meetings.

This is all part of the firm’s wider effort to roll out a comprehensive learning and development initiative for their junior staff this year.

Overcoming the Phone Phobia of the Digital Generation

The decision to implement such training comes after growing concerns that Gen Z workers are more comfortable communicating through text or email rather than having direct phone conversations.

Victoria Bari, head of training at Berry Recruitment Group, shared her perspective on this trend, noting that young employees are often “terrified” of phone communication.

She explained, “There’s certainly a generational divide.

Younger, less experienced employees often prefer emails and messaging as their first form of communication.

However, speaking to people directly remains the most effective way to build relationships, which is essential for success in sales and business development.”

Future-Proofing for the Digital Age

Forvis Mazars’ initiative reflects a larger trend in the workplace, where companies are anticipating a future where tasks typically performed by Gen Z workers may eventually be taken over by technology.

Despite this, the firm recognizes the importance of maintaining strong interpersonal relationships, which is why they’re investing in training their junior staff to develop these essential skills.

James Gilbey, CEO of Forvis Mazars, emphasized the importance of this initiative, saying, “We’re making a major firm-wide investment to prioritize relationship-building skills, ensuring that our employees are equipped to succeed in a future that balances technology and human connection.”

The Phone Dilemma Extends Beyond Work

It’s not just in the workplace where Gen Z struggles with phone communication.

The issue has even impacted efforts to gather accurate data about unemployment in the UK.

Young people have been reluctant to answer phone calls, making it harder for officials to collect the information they need.

The Office for National Statistics has had to adjust its survey methods to rely more heavily on online formats due to the difficulties of reaching younger generations by phone.

It’s clear that the fear of phone calls is more widespread, as a survey conducted in May revealed that a third of Brits experience anxiety when their phone rings unexpectedly, with many younger individuals opting to text instead.

A Changing Communication Landscape

As these trends continue to evolve, it’s clear that the digital age has changed how we communicate, especially for younger generations. W

hile emails and text messages have become the norm, it’s evident that mastering phone communication will remain an essential skill, especially in professional settings.