Gen Z staff at one of Britain’s biggest finance firms will be trained to speak over the phone because young workers are too scared to talk on their devices.
The new training has been set up by Forvis Mazars in response to concerns that ‘the digital generation’ lack the soft skills to work in the City.
The training will include teaching people how to have ‘challenging’ conversations over the phone and cover topics such as ‘relationship building’.
And staff will undergo an ‘immersive’ experience, practising picking up the phone and entering client meetings.
The firm is launching the ‘comprehensive learning and development programme’ this year.
The move follows on from concerns that Gen Z entering the workplace would rather communicate via text or email because they lack the experience of speaking to people directly over the phone.
Victoria Bari, the head of training at Berry Recruitment Group, said young people entering the workforce are terrified of speaking over the phone.
Ms Bari said: ‘There is certainly a generational divide and for younger, more inexperienced consultants, emails and messaging are the first route of communication.
‘But talking to people remains the most effective method of building relationships, which is a fundamental building-block of sales.’
Forvis Mazars said the programme is being launched because junior staff will be expected to have greater interpersonal skills.
The firm has anticipated that eventually basic tasks completed by Gen Z staff will be done by computers instead.
James Gilbey, chief executive of Forvis Mazars, told the Telegraph: ‘We’ve committed to a major firm-wide investment to put relationship skills front and centre.’
But it’s not just the workplace where Gen Z struggle to speak over the phone.
Young people have hindered Britain’s efforts to gather accurate data about its worklessness crisis because they won’t answer the phone.
And as a result the Office for National Statistics has altered their survey style to rely more on online formats.
In May, a survey even found that a third of Brits panic when their phone rings unexpectedly and many don’t even answer calls, with Gen Z pleading ‘just text me’.
Whether you’re a Gen Z terrified of picking up the phone or simply feeling disconnected from easier times when dialling in 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 them 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, 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