If you’ve ever watched Vanderpump Rules and seen the crew pretend to be “all good” while casually throwing daggers over brunch, then you already know the vibe I walked into.

The “Good mornings” were happening. But, the energy? It was, “I know what you said about me in the group chat.” Eye contact was minimal. The smiles? Tight. The tension? Real.

I’ve been with this team for a while. We’ve done real work together: cleared up messy workflows, aligned on treatment planning, all of it. This visit wasn’t about systems.

This visit was about everything that hadn’t been said.

What Was Actually Going On

This wasn’t surface-level drama. This was a mix of unspoken conflict, emotional burnout, and communication that had completely broken down. Here’s what was bubbling beneath the surface:

• Gossip had become the default language.
• People were walking on eggshells: afraid to speak up or ask for help.
• Emotional exhaustion was everywhere: some folks were showing up, but checked out.
• Trust? Gone.

This wasn’t about one person or one moment. It was what happens when stuff doesn’t get addressed, and then negativity starts leaking into everything—from team dynamics to patient care.

So We Pivoted

I put the agenda away. No handout. No bullet points. Just space.
We leaned into the heart of FOA Coaching—the work I do that focuses on emotional intelligence, communication, and healthy team culture.

I pulled out one of my exercises.

Look In / Look Out

• What’s one thing I could have done differently?
• What’s one thing I need from this team?

It’s not fancy. But it’s powerful. This exercise opened up honest reflection without blame. It gave people a way to say, “Hey, I’m trying—but I’m also struggling.”

We also used the 16 Personalities test (based on Myers-Briggs) to help folks understand how they (and their team members) process things and suddenly things started to click. “Oh, that’s why she shuts down when I give feedback,” and “That’s why I get frustrated when I don’t get clear instructions.”

And yes, we tightened up the hygiene handoffs. “Just ask the front” isn’t a system. It’s a patient getting annoyed and a team member getting thrown under the bus.

What I Know to Be True

• You can’t workflow your way out of a trust issue.
• You can’t script your way through broken culture.
• And, no one does their best work when they feel misunderstood, dismissed, or constantly on edge.

Culture isn’t about good vibes and photo ops; it’s how we show up when things are hard, speak honestly, and still hold each other accountable.

What FOA Coaching Is (and Isn’t)

FOA Coaching isn’t a cookie-cutter checklist. It’s not a “fix your team in 5 steps” gimmick.

It’s practical, people-centered support for offices that want to lead better, communicate clearer, and stop walking on eggshells every day. It’s how we build teams that feel like teams again, not just a group of people trying to survive each shift.

If you’re tired of playing referee and just want your team to function again, join me for the Office Manager One-Day Intensive on August 15. Registration closes July 28th.

Cheers,

Sydney Robinson
DSN Director of Operations
FOA Coaching Founder and CEO