Society Social media generation loathes office phone calls

Counsellors and workplace trainers are encountering a growing modern issue: younger employees have a strong aversion to using landline telephones. This dislike originates from having grown up in a digital environment centred on texting and social media, where a single misstep can quickly escalate into public embarrassment or reputational damage. Experts suggest that one key factor behind this avoidance is anxiety about making mistakes when speaking to unfamiliar people over the phone.

While many companies now outsource their telephone answering services, new employees are still required to undergo training in phone etiquette and communication. In some cases, this requirement has led individuals to resign rather than face the stress of making phone calls.

Denwa Kyōfushō (電話恐怖症) refers to telephone phobia, characterised by an intense fear or anxiety associated with making or receiving phone calls. This condition is increasingly relevant in Japan and elsewhere, especially among younger generations who are more accustomed to text-based communication.

Dofine Co., a Tokyo-based company that offers training to more than 100 companies a year on how to use landlines and speak on the phone, says many younger workers have never touched a fixed-line telephone. A 27-year-old woman who started working as a public servant in Tokyo this spring made a specific request. "If it's possible, I don't want to answer phone calls even though it is part of my job," she said. The rookie official said she fears she will have nothing to say and create awkward moments of silence on the phone. Another woman, 26, who is in her fourth year at a consulting firm, said, "I am required to make judgments on the spot, so I feel pressure to avoid saying things that can't be unsaid."

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