Plenty of people who are comfortable in meetings put off phone calls. The call to a new customer, the follow-up you have been avoiding, the complaint you need to return. If that sounds familiar, you are not unusual, and there are practical ways to make calls feel more manageable. This guide focuses on work calls and on things you can practise. It is not medical advice.
Why phone calls feel harder than meetings
On a call you lose most of the signals you rely on in person: facial expressions, nods, the small pauses that tell you it is your turn. Silence feels longer. You cannot see whether the other person is busy, irritated or just thinking. Many people also worry about being put on the spot: a question they cannot answer, an objection they did not expect.
The good news is that most of those worries are about a few predictable moments: the first sentence, an awkward question, the end of the call. Predictable moments can be prepared and rehearsed.
What usually helps, and what usually does not
What tends to help:
- Preparing the first sentence. The start is where nerves peak.
- Knowing your goal for the call. One goal, not five.
- Repetition. Short, frequent practice tends to make calls feel more routine than one long session.
What tends not to help much:
- A full word-for-word script. It makes you sound like you are reading and leaves you stuck when the other person goes off-script.
- Waiting until you "feel ready". The feeling usually comes after a few calls, not before.
A four-step plan
Step 1: Write a three-line card for each call.
- Line 1: your opening. "Hi, it's [your name] from [company]. I'm calling about [reason]. Is now an OK time?"
- Line 2: the one thing you need from the call (an answer, a date, a decision).
- Line 3: how you will end. "So I'll send that today and call you on Thursday. Does that work?"
More on openings in How to open a sales call: the first 30 seconds.
Step 2: Start with the easiest call of the day. A friendly customer or a quick confirmation. A good first call makes the second one easier.
Step 3: Stand up and slow down. Many people find their voice steadier standing. Speaking a little slower than feels natural gives you time to think.
Step 4: After the call, write one line. Not "how did I do?", but "which sentence would I say differently?" One specific change is easier to try next time than a general feeling.
Scripts for the moments people dread
When you do not know the answer: "Good question. I don't want to guess, so let me check and get back to you by [time]."
When the other person sounds annoyed: "It sounds like this has been frustrating. Can you tell me what happened, so I can see what I can do?"
When they say they have no time: "No problem. When would be better for two minutes?"
When they ask you to just send an email: "Happy to. So it's useful, what's the main thing you'd like it to cover?" There is a longer guide on this: When a buyer says "Send me an email".
When there is a silence: Count to two before filling it. Often the other person is thinking.
Practising without an audience
Many people with phone anxiety find it hard to practise with colleagues listening. Some options that do not need an audience:
- Say your three-line card out loud a few times before the call, even quietly.
- Leave yourself a voicemail with your opening and listen back once.
- Rehearse with an AI customer. In DIRI AI you speak by voice with an AI customer in a prepared situation, such as a price objection or a first call, then read a report that points to specific moments to try again. The Free plan costs nothing: 3 voice calls a month, up to 5 minutes each. To see what such a conversation looks like first, read the sample dialogues. If you have ten minutes, the 10-minute practice routine is a good structure.
Rehearsal does not remove nerves completely. The aim is for the first real call of the day not to be the first time you have said the words out loud.
When to look for more support
If anxiety about calls is severe, affects your sleep or health, or stops you from doing your job despite practice, it is worth talking to a doctor or a qualified mental-health professional. Practical rehearsal can sit alongside that support but is not a replacement for it.
Related: How to Sound Confident on Sales Calls, How to Cut Filler Words on Sales Calls (With a 10-Minute Drill).
FAQ
Is phone anxiety at work common?
Many people find work calls harder than face-to-face conversations, mainly because there are fewer visual cues and silences feel longer. Preparing a few predictable moments usually helps.
Should I use a script for work calls?
A short card with your opening, your goal and your closing line usually works better than a word-for-word script, which can make you sound like you are reading.
How can I practise phone calls without colleagues listening?
Say your opening out loud before the call, record a short voicemail to yourself, or rehearse a call with an AI customer in private.