FaceTime Fatigue: Are We Losing the Art of the Phone Call at Work?

In a world increasingly dominated by video conferencing, the humble phone call is quietly slipping into obscurity. There has been a shift, not just in how people communicate, but in how they prefer to communicate. Zoom, Teams, and Google Meet have taken centre stage, and while they’ve brought many benefits, they’ve also introduced new challenges. 

So, are we losing the art of the phone call in favour of video calls? And does it matter? 

What Happened to Picking Up the Phone? 

Before the pandemic, phone calls were often the easiest way to communicate; efficient, informal, and lower-pressure compared to video. But as hybrid work evolved, many organisations defaulted to technology as a way to "maintain connection." While that intent was valid, the pendulum may have swung too far. The result?

• Rising meeting fatigue, with back-to-back video calls taking a mental toll 

• Reduced focus and productivity, as people struggle to find time between scheduled calls 

• Fewer spontaneous moments, as casual chats get replaced by formal calendar invites 

• Lower movement, people are “chained” to their desk or booths and move around the space less frequently 

• Reduced inclusivity, with some employees finding video a barrier to participation 

Why This Matters 

A phone call might not seem like a big deal - but it gives people something video often doesn’t: mental space. It’s easier to move around, step outside, or simply not be on camera. And in a working world that’s trying to support wellbeing, productivity, and choice, that flexibility matters. 

Looking Ahead: It’s Not Just About Nostalgia 

As we re-evaluate today’s communication tools, we also need to look forward. Gen Z and emerging Gen Alpha individuals are entering the workforce with radically different expectations, shaped by smart devices, voice assistants, and AI-native tools. Their preferred communication style is fast, fluid, and visual, but also asynchronous, automated, and choice-driven. 

So the challenge isn’t to go back in time. It’s to build a communication culture that works for everyone - one that balances clarity, flexibility, and wellbeing. 

Getting the Balance Right: Five Ways to Rethink Communication 

Here's some tips to start creating a space the balances all types of communication: 

1. Audit Your Current Communication Mix 

Review how meetings are currently happening: 

• Are short syncs turning into unnecessary video meetings? 

• Are employees defaulting to instant message, email or scheduling a video call when a quick phone call would suffice? 

Gather feedback through surveys or team retrospectives to understand preferences and pain points. 

2. Lean on AI but Make Human Time Count 

AI will automate meeting summaries, real time transcription, action item capture and language translation. This will mean fewer meetings and more async collaboration. But it will also means that when humans do meet it will be intentional and high value.  

Face to face communication has been seen to increase dopamine levels which is linked to pleasure. As well as Oxytocin which increases feelings of trust, empathy and connection which in turn created stronger bonds needed within a workplace.  

3. Shift Your Culture  

Changing communication habits is cultural, not just operational. Use change management tactics to embed sustainable behaviour: 

• Engage champions: Identify leaders or influencers to model phone-first behaviour when appropriate. 

• Make it visible: Share stories and wins around better communication practices, celebrate individuals and teams that reduced meeting time by switching to calls. 

• Provide clear guidelines: Develop a “Communication Framework” that outlines when to use video, voice, chat, or asynchronous tools. 

• Offer training: Equip people with short sessions on “Choosing the Right Channel,” “Avoiding Meeting Fatigue,” and “Running Better 1:1s.” 

Reminder: behavioural shifts need clarity, repetition, and reinforcement. 

4. Use Workplace Design to Enable Choice 

The physical office can subtly influence communication preferences. If every space is optimised for video meetings, people will default to them, even when they’re not needed. 

Design for variety: 

• Phone pods and acoustic booths: Create enclosed, comfortable spaces for voice-only calls. 

• Walking paths or outdoor seating areas: Encourage walking calls and reduce sedentary behaviour. 

• Informal lounges and touchdown spaces: Support spontaneous check-ins that don’t require a screen. 

• Focused collaboration spaces: Enable intentional collaboration through AI-enabled settings that are acoustically treated to allow people to speak freely to each other and AI tools.  

5. Support Neurodiversity and Mental Wellness 

Not everyone thrives on video. For neurodivergent employees, or those with social anxiety, the constant demand for eye contact and self-monitoring on video can be exhausting. 

Offering voice-only alternatives is not a downgrade - it’s an inclusive option. Strategically embedding voice and async into your communication norms supports a more diverse workforce and boosts long-term well-being. 

In Summary, this isn't about replacing video - it's about balancing the ecosystem. 

The future of work isn’t video-only, it’s intentional communication. Focus on using the right communication style for the right moment.  

When we design with choice, we build more inclusive, resilient, and productive workplaces. When we lead with culture, not just technology, we give people the space to connect in ways that work for them. 

The workplace of tomorrow must be, technology flexible, culturally supportive and physically responsive to allow for choice, intentionality and inclusivity.  

So next time you reach for that Zoom link, ask yourself: could this be a call instead? To find out how you can create a balance in your workplace chat with our team of experts.