The Most Underused Tool in Professional Communication

If you’ve ever worked with me, you’ve probably noticed that I’m on my phone quite a bit. Even with all the tech-forward ways we have to communicate these days (email, Teams chats, text messages, Slack, WhatsApp, and plenty more), I still tend to lean on a good old-fashioned phone call.  

Of course, nothing beats a face-to-face conversation. But in organizations and project teams that are spread across cities, states, and sometimes even countries, that’s not always possible. Over time, I’ve found that a phone call is often the best way to communicate, both in my professional and personal life.  

While it might feel a little old-school compared to the many digital tools we use today, a phone call is still one of the most effective forms of personalized communication. And it sometimes makes me wonder why it can feel so hard for many of us to simply pick up the phone.  

From my experience, there are a few reasons phone calls continue to stand out as one of the most valuable communication tools we have—especially when working with clients, partners, and project teams. Here are five:  

Reason 1: Phone Calls Help Build Stronger Relationships 

Strong working relationships are built on trust, and trust grows through personal connection. Hearing someone’s voice adds a human element that written communication often lacks. Things such as tone, inflection, and natural conversation are much harder to express through a screen.  

Taking the time to make a call also shows respect for the person on the other end. It signals that the conversation matters and that you’re willing to take a few minutes to talk something through, rather than firing off another quick message.  

Over time, those small moments of direct conversation can make a big difference. They help strengthen partnerships and create a level of familiarity that’s harder to build through emails alone.  

Reason 2: They Make it Easier to Talk Through Complex Issues 

Many workplace discussions involve details that are difficult to fully explain in writing. When topics are technical, nuanced, or likely to generate questions, written communication can quickly turn into a long back-and-forth thread.  

A phone call allows for real-time dialogue. Instead of sending a long email and waiting for replies, both sides can ask questions, clarify information, and make sure the details are fully understood in real time.  

In many cases, what might take several messages to explain can be sorted out in just a few minutes of conversation.  

Reason 3: They Communicate Urgency More Clearly 

Most of us can probably admit that emails sometimes get buried. As one message piles on top of another, even important information can be missed or delayed.  

When something is truly time-sensitive, picking up the phone ensures the message is received right away. It also shows the other person that you recognize the urgency of the situation and want to address it quickly.  

That responsiveness can go a long way in professional relationships, especially when timelines are tight or decisions need to be made quickly.  

Reason 4: They Provide a Better Way to Handle Difficult News 

Not every conversation is an easy one. Project challenges, schedule changes, or unexpected delays are sometimes unavoidable realities in our work.  

When situations like these arise, the way the message is delivered can make a big difference. A phone call allows the conversation to be handled with the right tone and level of empathy. It also gives the other person an opportunity to ask questions and work through possible solutions together. Rather than feeling like a one-sided notification, the conversation becomes a collaborative discussion.  

Think about it from the receiving end. If you were learning that critical material delivery for a tight project schedule had been delayed, would you rather see that news in an email or hear it directly from someone who took the time to call and explain the situation?  

That personal approach often helps people feel heard and respected, even when the news itself isn’t ideal.  

Reason 5: They Often Lead to Faster Clarity and Resolution 

It’s easy to assume that sending a quick message is the fastest way to communicate. But in reality, we often spend more time than we realize drafting emails, rereading them, and trying to make sure our message will be interpreted the way we intend.  

Even then, written messages can sometimes lead to confusion or multiple follow-ups.  

A short phone call often resolves the same issue much faster. Verbal cues, tone, and immediate feedback help ensure the message is understood clearly. Questions can be addressed right away, and both sides can leave the conversation with a shared understanding of the next steps.  

As the saying goes, clear is kind—and a quick conversation is often the clearest path forward.  

But Are Phone Calls the Only Way? 

Of course not. Emails, chats, and messaging platforms absolutely have their place in the workplace.  

They’re useful when sharing quick information, documenting decisions, sending files, or providing updates when someone may not be available to talk right away. Written communication can also be helpful when a situation is already well understood, and you simply need to confirm a detail. The key is choosing the right communication tool for the situation.  

Before starting a long email or chat thread, it can be worth pausing for a moment and asking a simple question: Would a quick phone call solve this faster? If the conversation involves multiple questions, detailed explanations, or a time-sensitive issue, the answer is often yes.  

Sometimes the Simplest Tools Are Still the Best 

Technology continues to give us more ways to communicate and collaborate, and those tools are incredibly valuable. But the goal has always been the same: building understanding, strengthening relationships, and moving work forward together.  

After decades of working in project management, the most essential tool I've learned in maintaining strong and trusting client/partner relationships is open communication: being forthright and transparent when obstacles arise on a project, and making sure the client understands that we're there to help them be successful. In leading project teams, that means every crew member understands the importance of integrity - always doing the right thing for the client, even when it's difficult, and communicating openly every step of the way. This is how trust is built. 

Sometimes the most effective way to achieve that isn’t through another message or notification.  

Sometimes it’s simply picking up the phone.  

Author Introduction: Jason Breidenbach, Project Executive 

My current role is Project Executive. I've been in the industrial industry for 15 years, mainly focused on oilseeds. My leadership philosophy or approach is to serve the client. Everything we do within the walls of Interstates should be helping our team members deliver for our clients. The growth of our team members means a lot to me, and we want our team members and clients to be very successful each and every day.