Why Gen Z NEVER answers the phone: Young people say surprise calls trigger anxiety and feel like a demand for 'immediate attention'

For many young people, few things are more alarming than seeing their phone light up with an unexpected call.

Now, experts have revealed Gen Z would rather do almost anything than pick up the phone – because surprise conversations trigger anxiety.

Sophie Riegel, a best-selling author who specialises in intergenerational relationships, said people aged between 14 and 29 see an unscheduled call as a demand for their immediate attention.

Chatting on the phone is often seen as stressful, awkward and emotionally demanding, she revealed.

The expert admits to avoiding calls herself, explaining it requires a ‘live performance’ and is an ‘inefficient’ use of time.

‘A call to say hi or ask a simple question causes unnecessary anxiety, which is why we prefer a text,’ she wrote in a post on Psychology Today.

Instead, she argued that older generations should text younger people first to let them know they are about to ring.

Experts have revealed Gen Z would rather do almost anything than pick up the phone - because surprise conversations trigger anxiety

In her piece, Ms Riegel cites a 2024 study that found a quarter of 18-to-34-year-olds never answer calls and 70 per cent prefer texts.

The same study also revealed that more than half of young adults associate unexpected calls with bad news.

She explained that receiving a text allows a person to wait until they are ready to respond.

‘A phone call requires my attention right here, right now,’ she said. ‘Because I don’t work a typical 9-to-5, people often assume I’m free at any hour.

‘When the phone rings in the middle of a focused work block, answering means dropping everything and rebuilding my concentration later.’

She also argued that picking up the phone means being ‘on’.

‘I have to answer in real time, with no chance to pause and choose my words,’ she said. ‘Texting gives me a safety net (and a backspace button).

‘Calls also come with small talk I didn’t sign up for and an uncomfortable goodbye that takes three attempts to complete. It’s all doable, but it is draining.’

Ms Riegel added that speaking on the phone can feel inefficient, with a quick question easily ending in a 20-minute conversation.

‘While I enjoy catching up, I’d rather do it when I can give the conversation my full attention,’ she wrote.

‘For a quick question, a text gets the answer across in seconds and leaves a record I can scroll back to.’

A phone call can also trigger anxiety, she explained, with surprise phone calls ‘sending alarm bells ringing’.

To tackle the issue, Ms Riegel suggests a compromise between the two generations.

She advises that Gen Z pick up the phone when they are free, but that older people do not take it personally if someone is not able to answer.

The best thing to do, she says, is text first. ‘A quick “Free to call tonight?” removes the alarm of an unexpected call and lets us pick a time when I can give you my full attention,’ she wrote.

‘If you have a question that requires a short answer, a text works. If you want to catch up or have an emotional conversation, a call is better.’

Finally, she recommends saving surprise calls for urgent moments.

‘That way, when my phone rings unexpectedly, I know it’s important, and I’ll answer,’ she added.

Whether you’re a Gen Z terrified of picking up the phone or simply feeling disconnected compared to easier times when dialling a number instead of texting a one-word response felt normal - don’t panic! Follow these simple steps to help you make the perfect phone call…

1) Making the first move and calling a person can feel daunting - to boost your confidence ahead of the big moment, try making a list of points you want to cover first.

2) First impressions count, so instead of mumbling a ‘hello’ at the start the call, greet the other person and introduce yourself in a bright tone - even if they know who you are.

3) Own the call, don’t let the call own you. With no visual cues it can be hard to know when to speak – but if you set out the agenda for the conversation, you can lead the call and chat with confidence.

4) Make the call your core focus. It can be tempting to move around and multitask while on the phone, but if you sit and only focus on the call it will help you actively listen to the other person and form a stronger bond.

5) At the end of the call, summarise the conversation to ensure you are both on the same page to eliminate any anxiety.

6) And of course when the call ends, remind the other person that they can simply pick up the phone instead of texting you next time!

Source: Mindtools