How to help young talent with communication

Employers are reporting their young staff avoid networking and speaking on the phone. Two accountants in their twenties tell us what’s worked for them.

It’s customary for accounting trainees to be sent on placements to other offices or even client organisations to learn about business from the inside.

But late last year mid-tier accounting firm Azets revealed it’s exploring some unusual plans for its trainee accountants: sending them on secondments to hospitality chains such as pubs and restaurants.

The idea is that waiting tables and pulling pints will make accounting newcomers better at working with people, during a time when it’s believed young people’s communication skills have sunk to an all-time low.

“Many accountants just like to be in front of their computer or locked up in a room… they can’t be like that. They need to be front of house,” said Azets’ Chief Executive Peter Gallanagh.

It isn’t just Azets. Many other accounting firms are providing training for young hires, who they believe are still struggling with people skills five years after the pandemic’s lockdown restrictions have eased.

Big four giant Deloitte is revamping its training for junior auditors to focus on communication skills, while PwC is developing ‘human skills’ in its new recruits to help boost their confidence.

Meanwhile, 30% of 15-29-year-olds experience ‘telephobia’, aka fear of picking up the telephone, according to a recent Trinity College London study. Mazars launched training last year which includes practicing “challenging” conversations on the phone.

Younger generations also appear uneasy about professional schmoozing. Nearly two-thirds of Gen Z (60%) avoid in-person networking, with 29% saying social anxiety makes small talk challenging, according to recent research by Nova Talent.

Why are younger generations finding communication difficult?

Discomfort with in-person communication skills comes down to the ‘three Cs’: cyberspace, Covid and cost of living. Today’s younger workers grew up online, having never known a life without social media.

Many also started their careers dialling in remotely on Zoom/Teams during the pandemic or navigating hybrid workplaces.

Financial pressures are seeing one in three younger Britons go out less (according to nightclub operator Rekom), which means fewer chances to rehearse casual conversation.

It’s all contributed to English teenagers having “significantly weaker” social and emotional skills than youth in other countries, according to a recent report by the National Foundation for Educational Research (NFER). It’s hardly surprising many young professionals have difficulty adjusting to socialising.

This is also a generation which has grown up with higher levels of social anxiety, which can manifest itself with struggling with small talk, hyper-focusing on perceived mistakes (“Why did I say that?”) or shunning events altogether. Indeed, 38% of young people told one recent survey by Trinity College London they “fear” face-to-face small talk.

What they say about it

Ellis Harris-Kijak FMAAT, 28-year-old founder/director at Leicestershire-based FieCo Accountancy & Marketing, remembers sitting in his car before events and considering driving back home. “I used to feel really nervous before events,” he says. “But once you’re in it and start talking to people, it gets easier.”

Grace Hardy MAAT, 23-year-old founder of Hardy Accounting, recalls feeling a similar unease. “I remember when I started networking, thinking, ‘What do you even say to somebody? How do you follow a conversation and rinse-and-repeat with others?’”

AAT’s recent accelerAATe event held a Networking 101 session. Members posting in the chatroom shared similar concerns, ranging from “I always find networking terrifying” to “I find it difficult to hold conversations and get anxiety about saying the wrong thing!” to talk of imposter syndrome.

These anxieties also extend to office life: 60% said they would struggle to work with older colleagues. One accounting boss recently told AAT he knows of “workplaces where some young recruits sit in their cars to eat their lunch, as they don’t feel comfortable eating in front of colleagues.”

Still, the appetite to socialise is there. One recent Bupa survey found 45% of Gen Z respondents said they were considering jobs which had more social interaction.

What are the benefits of networking?

“Networking has been the number one thing that’s built my professional life,” says Harris-Kijak.

“It’s given me opportunities I never would have imagined, plus connected me with accounting professionals who I can turn to when facing issues. Networking has also made me more confident – not just when speaking with people, but with every bit of work I do.”

It’s a sentiment shared by Hardy: “When I started networking, I thought it was really boring and was a waste of my time,” she told the Networking 101 session. “I’d turn [networking events] down saying, ‘I’m too busy doing life’…

“But since starting my business, I’ve had to network. The opportunities I made while networking two years ago have now come to fruition… It’s about seeing the long-term value of networking; it really does have a ‘butterfly effect’.”

What can bosses do to boost interpersonal skills for young talent?

Create a more inviting office culture

The Trinity College research found half of Gen Z workers described certain workplace banter as inappropriate, while 72% had personally experienced inappropriate comments or behaviour. This could be why some workers retreat behind their AirPods while working – a bugbear for many older, senior managers.

“If you don’t want young people doing that, I’d say, what are you doing to make the office environment more conducive to conversations?” says Harris-Kijak. “Because if your office is silent or Pin Drop FM, why would you want to sit there for eight hours a day? Also, consider organising more social events, rather than relying upon the watercooler to get people talking.”

Encourage more online networking

Digitally native generations are maestros at online communication. As a result, many find face-to-face networking unnecessary or ineffectual.

“Young people regularly network on LinkedIn, Instagram or TikTok,” says Harris-Kijak. “Their consistency on social media is an effective form of networking, because it’s a way of constantly having your face out there.”

Managers may wish to harness this digital savvy. Making online connections may help face-to-face introductions feel less intimidating.

Introduce a buddy system

Buddy systems – where a junior colleague is paired with a more experienced employee – are a common fixture of apprenticeships/trainee schemes at many organisations.

Harris-Kijak offers a similar service at AAT Northampton events. “Beforehand, I’ll put a post on LinkedIn saying, ‘If you hate networking, come and speak to me’. I’ll then make the introductions – which is always the most awkward bit.”

Make changes to work social events

Younger people are more health-conscious than ever before, so take a more activity-driven approach  to events. “I like the idea of less formal events, such as running clubs,” says Harris-Kijak.

With a quarter (24%) of workers saying they felt pressured to drink at work events (according to the Institute of Public Policy Research), there’s an argument for making networking sessions less boozy too.

Help people step out of their social groups

The natural tendency for people to gravitate towards familiar faces can make networking events feel cliquey. More confident staff can help shyer team members integrate.

“If managers could spend 20% of your time keeping an eye open for people who might be alone, perhaps engaging with them or introducing them to others, the difference it could make to their professional lives is immense,” says Harris-Kijak.

Play with the format

Events could be more fun if there’s an element of gamification. Harris-Kijak highlights AAT Connect, where attendees were given a card which was stamped whenever they chatted with a different exhibitor, entering them into a prize draw.

Where to find accountancy networking events

The Networking 101 session showed many people would like to attend more networking events, but don’t know how.

AAT has nearly 50 branches across the UK, which host regular networking sessions. It also runs several student-focused events such as accelerAATe, where younger people can network with their peers. There are many other events held during the year such as AAT Connect. You can find upcoming AAT events on the events search.

For details of other events such as Accountex, FAB (Festival of Accounting & Bookkeeping) and the Digital Accountancy Show, check individual websites or Eventbrite.

Further reading

Networking support: top tips for building connections as a student

Make the most of social media networking

How to build your personal brand while studying AAT

Christian Koch is an award-winning journalist/editor who has written for the Evening Standard, Sunday Times, Guardian, Telegraph, The Independent, Q, The Face and Metro. He's also written about business for Accounting Technician, 20 and Director, where he is contributing editor.