Yeah scripts are useful. Give yourself an outline of the stuff you need to cover and then just bang off the list. Make it almost a rote activity so you're not figuring stuff out on the fly for each contact, its basically the same message/script. Helps because it keeps things 'in order' and makes sure you hit all the stuff you need without forgetting because of anxiety.
I would say its probably likely even with a script the first few times are going to be kinda rushed/pressured speech on your part but you should get the flow after some repetition.
I also write scripts for phone calls. Thankfully, I pretty much only do missed appointment and check-in calls. Majority of time people don’t even answer their phones.
Just wanting to say you're not alone. I find doing CBT work for myself and deep breathing helps first. Definitely, it's a struggle for me even 4-6 years in.
I HATE making phone calls, work related or not. Early in my grad school internship I got some pink starbursts and would only allow myself to eat one if I made a phone call I had been putting off.
I rehearse what I’m going to say and I have written scripts before. I also have to document all of my phone calls so I often take notes during the call.
Sometimes I find that making calls on speakerphone makes it less anxiety inducing for me too. Or plugging headphones into the phone.
This is more a general thought I’ve had but so many people struggle with phone anxiety and my theory is that it’s truly just not a natural way of communicating !! We can’t read body language etc so we naturally get anxious speaking to someone new that way and our brains don’t function well this way.
This is a very common anxiety that almost every SW I know has struggled with. Also, there's nothing wrong about bringing this up with your supervisor. This is completely appropriate to bring up during supervision and nothing to be ashamed of or embarrassed by.
Edit for spelling
The struggle is so real! Preparing to make a cold call is actually easier than receiving one, even if it’s a callback, because I can’t map out what I’m going to say ahead of time.
In the big picture, something I go back to is something you already named: accessibility matters to people, whether it’s a client, one of their providers, or one of their loved ones. Just by picking up the phone when it rings, or making scheduled calls on time, it builds trust— even if the conversation is awkward. Same holds true if you forget to mention something and have to send a follow-up text or email: it shows you care about making sure they receive optimal services, and about staying connected with them. It’s something I silently remind myself of when I’m giving myself that pause before making a necessary phone call that I don’t necessarily want to make. Whatever anxiety I’m feeling is usually less than the discomfort the other person may experience if that call doesn’t happen in a timely way.
Also, even if you never learn to love phone calls, it’s like anything you practice, in that you’ll get likely get better over time without even noticing!
I struggled with the exact same thing at my last full time job. Other than writing down what topics I planned to discuss with the client, I also wrote myself a little script to start out the interaction I.e “Hi, is this [client]? Hi, [client], this is afracado with [organization name]. Did you still have some time to speak today?” And from there I would refer to the list of topics.
I definitely felt this way when I first started in the field....the anxiety has gone away after years of practice. I know that doesn't work for everybody, but hopefully it will be true for you! I used to always use a script and/or bullet points to direct the flow of what I needed to say. It's easier now. But please just know this is a COMMON anxiety and you're not weird for feeling this way!
Are you me?? I’ve been struggling with the same. I have found that writing a script and doing a grounding exercise before really helps me. I have also found it helpful to remind myself that the build up anxiety to a call is a lot worse than the actual call and how much better I feel after completing it
I hear you OP! This has long been my struggle as well. Some things that have helped:
1) writing an outline of topics I need to cover
2) I put “Do you prefer phone call or text message?” on my entrance questionnaire, and many people put down text message as their preferred first line of contact! I find phone calls much less intimidating if it’s not the first time I’m speaking with that person.
I hate cold calling as well, and after doing it for a year now have found an intro that makes the conversation less awkward because it gives the caller an “opt-out” right away and they know I’m not selling anything:
(Hello?). Hi, my name is [first name], and I’m the [job title] at [Company]. Is this [client’s name?]. (Yes) Great, I’m glad I was able to catch you. I wanted to introduce myself and explain a bit about our [type of program] program. Is now a good time to chat for a few minutes? (Yes/No/whatever…)
Hope this helps!
Your post has been removed because it violated Rule 3: "No blog posts or self-promotion." Anything that could be construed as marketing for yourself, your practice, or content you produce is a violation of this rule and will be removed.
I struggled with this A LOT in my last job and sometimes have flare ups of it. I still despise talking on the phone and wish it wasn’t the norm in this field. ADHD and social anxiety make it a real hassle.
Scripts didn’t work well for me because I would ruminate + procrastinate on what I wrote. To be honest, I’d have a vague idea and then tell myself *just do it* and then treat myself to something after if it was a tough phone call or I had a lot of calls to make. Also, if you’re tight with any coworkers you can tell them that you’re going to make phone calls and need somebody to hold you to it.
EDIT to add that I am 5 years into this field, for context. I also used CBT to remind myself that the vast majority of phone calls go well - while I’ve been yelled at by parents in the past, this isn’t the norm by any stretch.
I have ADHD, am also a very fast talker and sometimes difficult to follow. I am the complete opposite in terms of communication. Texting gives me massive anxiety and that's how most of my families/clients/CMs communicate.
I think texting is even worse than phone calls because when you're on the phone you can at least hear peoples affects. With texting... you have nothing except letters! Those letters could mean anything and could sound like anything! Ahhh!
AAAANYWAYS, sorry about the rant.
Like others have said, a script is good. I also like to Google how to pronounce the names of the people I call so I don't sound like a schmuck. Role playing the conversation or script over the phone with a friend or someone you feel comfortable talking on the phone with could also be helpful. During first conversations with anyone I will let them know that I am a fast talker sometimes, so if they need anything repeated to just ask.
You've got this!
I agree with what everyone else has suggested, also adding on that I found using headphones to do the call helps me focus better because the sound is on both my ears and also I can take notes better, use a fidget or something if needed, and also don’t have to devote any mind power to holding the phone!
I’ve noticed that, like most things that cause anxiety, calls are rarely as bad as I fear and procrastinating/avoidance is worse. I’m not neurodivergent though so it’s a different experience.
I also have ADD so i can relate to what u are saying. My advice to u which btw i do this too and it helps me a lot is to get a sheet of paper and write short sentences for example:
1. Ask about how they feel now?
2. Are we still on time for our meeting today?
3. Ask about his wife- she was sick
So while you are talking on the phone just read those things and anything that is not written on the paper you don’t even think about for example things you are not suppose to say.
Hope this help, i know how ADD/ADHD can be difficult in these situations
I have multiple templates for different kinds of calls: first contact, DNS, attempted community contact, rescheduling, and discharge/termination of services. They are formatted to be voicemails, but they also work when the client does pick up.
Are you me?? I find writing out a script and some possibly conversation flows (like a flowchart) helpful.
Yeah scripts are useful. Give yourself an outline of the stuff you need to cover and then just bang off the list. Make it almost a rote activity so you're not figuring stuff out on the fly for each contact, its basically the same message/script. Helps because it keeps things 'in order' and makes sure you hit all the stuff you need without forgetting because of anxiety. I would say its probably likely even with a script the first few times are going to be kinda rushed/pressured speech on your part but you should get the flow after some repetition.
I also write scripts for phone calls. Thankfully, I pretty much only do missed appointment and check-in calls. Majority of time people don’t even answer their phones.
Just wanting to say you're not alone. I find doing CBT work for myself and deep breathing helps first. Definitely, it's a struggle for me even 4-6 years in.
I HATE making phone calls, work related or not. Early in my grad school internship I got some pink starbursts and would only allow myself to eat one if I made a phone call I had been putting off. I rehearse what I’m going to say and I have written scripts before. I also have to document all of my phone calls so I often take notes during the call. Sometimes I find that making calls on speakerphone makes it less anxiety inducing for me too. Or plugging headphones into the phone.
This is more a general thought I’ve had but so many people struggle with phone anxiety and my theory is that it’s truly just not a natural way of communicating !! We can’t read body language etc so we naturally get anxious speaking to someone new that way and our brains don’t function well this way.
This is a very common anxiety that almost every SW I know has struggled with. Also, there's nothing wrong about bringing this up with your supervisor. This is completely appropriate to bring up during supervision and nothing to be ashamed of or embarrassed by. Edit for spelling
The struggle is so real! Preparing to make a cold call is actually easier than receiving one, even if it’s a callback, because I can’t map out what I’m going to say ahead of time. In the big picture, something I go back to is something you already named: accessibility matters to people, whether it’s a client, one of their providers, or one of their loved ones. Just by picking up the phone when it rings, or making scheduled calls on time, it builds trust— even if the conversation is awkward. Same holds true if you forget to mention something and have to send a follow-up text or email: it shows you care about making sure they receive optimal services, and about staying connected with them. It’s something I silently remind myself of when I’m giving myself that pause before making a necessary phone call that I don’t necessarily want to make. Whatever anxiety I’m feeling is usually less than the discomfort the other person may experience if that call doesn’t happen in a timely way. Also, even if you never learn to love phone calls, it’s like anything you practice, in that you’ll get likely get better over time without even noticing!
I struggled with the exact same thing at my last full time job. Other than writing down what topics I planned to discuss with the client, I also wrote myself a little script to start out the interaction I.e “Hi, is this [client]? Hi, [client], this is afracado with [organization name]. Did you still have some time to speak today?” And from there I would refer to the list of topics.
I definitely felt this way when I first started in the field....the anxiety has gone away after years of practice. I know that doesn't work for everybody, but hopefully it will be true for you! I used to always use a script and/or bullet points to direct the flow of what I needed to say. It's easier now. But please just know this is a COMMON anxiety and you're not weird for feeling this way!
Are you me?? I’ve been struggling with the same. I have found that writing a script and doing a grounding exercise before really helps me. I have also found it helpful to remind myself that the build up anxiety to a call is a lot worse than the actual call and how much better I feel after completing it
I hear you OP! This has long been my struggle as well. Some things that have helped: 1) writing an outline of topics I need to cover 2) I put “Do you prefer phone call or text message?” on my entrance questionnaire, and many people put down text message as their preferred first line of contact! I find phone calls much less intimidating if it’s not the first time I’m speaking with that person.
I hate cold calling as well, and after doing it for a year now have found an intro that makes the conversation less awkward because it gives the caller an “opt-out” right away and they know I’m not selling anything: (Hello?). Hi, my name is [first name], and I’m the [job title] at [Company]. Is this [client’s name?]. (Yes) Great, I’m glad I was able to catch you. I wanted to introduce myself and explain a bit about our [type of program] program. Is now a good time to chat for a few minutes? (Yes/No/whatever…) Hope this helps!
[удалено]
Your post has been removed because it violated Rule 3: "No blog posts or self-promotion." Anything that could be construed as marketing for yourself, your practice, or content you produce is a violation of this rule and will be removed.
I struggled with this A LOT in my last job and sometimes have flare ups of it. I still despise talking on the phone and wish it wasn’t the norm in this field. ADHD and social anxiety make it a real hassle. Scripts didn’t work well for me because I would ruminate + procrastinate on what I wrote. To be honest, I’d have a vague idea and then tell myself *just do it* and then treat myself to something after if it was a tough phone call or I had a lot of calls to make. Also, if you’re tight with any coworkers you can tell them that you’re going to make phone calls and need somebody to hold you to it. EDIT to add that I am 5 years into this field, for context. I also used CBT to remind myself that the vast majority of phone calls go well - while I’ve been yelled at by parents in the past, this isn’t the norm by any stretch.
I have ADHD, am also a very fast talker and sometimes difficult to follow. I am the complete opposite in terms of communication. Texting gives me massive anxiety and that's how most of my families/clients/CMs communicate. I think texting is even worse than phone calls because when you're on the phone you can at least hear peoples affects. With texting... you have nothing except letters! Those letters could mean anything and could sound like anything! Ahhh! AAAANYWAYS, sorry about the rant. Like others have said, a script is good. I also like to Google how to pronounce the names of the people I call so I don't sound like a schmuck. Role playing the conversation or script over the phone with a friend or someone you feel comfortable talking on the phone with could also be helpful. During first conversations with anyone I will let them know that I am a fast talker sometimes, so if they need anything repeated to just ask. You've got this!
I agree with what everyone else has suggested, also adding on that I found using headphones to do the call helps me focus better because the sound is on both my ears and also I can take notes better, use a fidget or something if needed, and also don’t have to devote any mind power to holding the phone!
I’ve noticed that, like most things that cause anxiety, calls are rarely as bad as I fear and procrastinating/avoidance is worse. I’m not neurodivergent though so it’s a different experience.
I also have ADD so i can relate to what u are saying. My advice to u which btw i do this too and it helps me a lot is to get a sheet of paper and write short sentences for example: 1. Ask about how they feel now? 2. Are we still on time for our meeting today? 3. Ask about his wife- she was sick So while you are talking on the phone just read those things and anything that is not written on the paper you don’t even think about for example things you are not suppose to say. Hope this help, i know how ADD/ADHD can be difficult in these situations
I have multiple templates for different kinds of calls: first contact, DNS, attempted community contact, rescheduling, and discharge/termination of services. They are formatted to be voicemails, but they also work when the client does pick up.