Toxicity and Negativity in the Team: How Even Your Most Skilled Asset Could Be Your Most Damaging
- Tracy, LVT - Owner
- Jan 31
- 6 min read
Toxicity and Negativity in the Team: How Even Your Most Skilled Asset Could Be Your Most Damaging
Veterinary practices often face the delicate balance of managing team dynamics while maintaining high performance. Every hospital dreams of having a high-producing doctor or an exceptionally skilled licensed technician who sets the bar for excellence. However, even the most skilled and high-performing team members can become liabilities if they bring toxicity and negativity into the workplace. A single toxic employee—regardless of their skills or contributions—can erode your practice's culture, sabotage teamwork, and damage your bottom line.
Have you ever been there? I know I have and it's difficult to manage. Especially if medical directors or owners aren't on board with letting them go. Often because they don't see the damage.
In this blog, we’ll explore how toxic behaviors manifest, why even your strongest assets can be your most damaging, and how removing toxicity, no matter the individual’s skillset, can save your practice.
Recognizing Toxic and Negative Behaviors in High Performers
Toxicity and negativity are not always immediately obvious, especially in high performers whose technical skills or revenue generation can overshadow problematic behaviors. However, the damage they cause to team morale, client relations, and overall culture often outweighs their contributions.
Here are some real-world examples of toxic behaviors that might stem from even the most talented team members:
1. Gossip and Cliques
A skilled technician may be exceptional at handling complex cases, but if they spread rumors or create cliques, they undermine trust within the team. Gossip leads to fractured relationships, resentment, and a hostile work environment.
Example: A licensed technician who excels in surgery but frequently whispers about other staff members’ mistakes creates tension in the team. Newer team members may feel alienated, leading to high turnover rates.
2. Public Criticism and Demeaning Behavior
High-performing doctors or technicians may publicly criticize team members for perceived incompetence, creating a culture of fear and insecurity.
Example: A high-producing doctor openly berates a receptionist for scheduling errors, making the front desk team afraid to communicate or ask questions. Over time, this leads to more mistakes as team members avoid seeking clarity.
3. Resistance to Change
Veterinary practices evolve, but toxic high performers may resist new protocols, creating division in the team. Their resistance can embolden others to follow their lead, stalling progress.
Example: A senior technician refuses to adopt fear-free handling techniques, dismissing them as unnecessary, and encourages others to do the same. This creates inconsistency in patient care and confuses clients.
4. Sabotaging Team Unity
This is a HUGE, but usually obvious one. Toxic high performers may subtly undermine leadership by questioning decisions, stirring dissent, or refusing to collaborate with others. This does not by any means include discussion over decisions, but remember that those who are asking honest questions and have concerns take it through the proper channels, not to the floor. Essentially, those who repeatidly take their problems to those who cannot fix them are sabatoging team unity and simply gossiping or spreading negativity. It's important to recognize the difference.
Example: A licensed technician or doctor openly questions management’s decisions to the team, turning discussions into confrontations. This behavior trickles down to other staff, leading to a lack of respect for leadership.
The Ripple Effect of Toxicity
A toxic high performer not only impacts individual team members but also damages the practice as a whole. Here’s how:
1. Damaged Culture
Veterinary teams thrive on collaboration, trust, and shared values. Toxic behaviors erode these foundations, leading to a divided and unhappy workplace. A negative culture directly impacts team retention and recruitment.
2. Monkey See, Monkey Do
If a toxic leader or high performer’s behavior is tolerated, other team members may mimic it, believing it’s acceptable. This creates a domino effect where negativity spreads and becomes the norm. It all rolls down hill, right? If a member of leadership can do it, why can't I? The problem snowballs.
3. Reduced Productivity
While toxic high performers may produce exceptional individual results, their behavior often reduces the productivity of those around them. Team members distracted by gossip, criticism, or resentment cannot focus on providing quality care.
4. Client Impact
Negativity behind the scenes often leaks into client interactions. Clients notice when a practice is disorganized, tense, or unfriendly, which can lead to a loss of trust and business.
“I don’t know what we’re going to do without you, but come Monday we’re going to find out”: Why Letting Go of a Toxic High Performer Can Save Your Team
This was a huge take away I picked up from a CE in 2017. And the wording always stuck with me!
It can be difficult to imagine parting ways with a high-producing doctor or a skilled technician, but holding onto toxic team members for the sake of their skills often does more harm than good. Letting them go might seem like a risk, but it can be the key to saving your culture, rebuilding your team, and ultimately improving your practice.
How Removing Toxicity Helps
Restores Trust and Morale: Team members will appreciate leadership taking a stand against toxic behavior, which strengthens morale and rebuilds trust.
Improves Collaboration: Without the disruptive presence, the team can focus on working together harmoniously.
Sets an Example: By removing a toxic individual, you send a clear message that negativity and poor behavior will not be tolerated—regardless of performance.
Boosts Retention: Employees are more likely to stay in a positive, supportive environment.
Enhances Client Experience: A happier, unified team provides better client service, improving retention and referrals.
Real-World Examples
Scenario 1: The Toxic Doctor
A highly skilled veterinarian in your practice produces the highest revenue but is known for berating support staff, refusing to follow protocols, and gossiping about management and other staff. Despite their financial contributions, the team is on edge, and turnover is high.
Imagine if that doctor either (a) fixes their behavior and learns to communicate with staff and takes problems behind closed doors (the best outcome!) or (b) refuses to change and is let go?
(a) After fixing their behavior, the doctor is eventually able to repair relationships and rebuild trust with the team. The immediate impact? The doctor no longer berates support staff and takes concerns behind closed doors creating a united front with the leadership team. This sets the tone and the example with the team and the team feels more comfortable doing their jobs without worry of backlash from the doctor. Less fear = better focused care for the patients. Staff retention stabilizes.
(b) After parting ways with the doctor, the team feels relief, collaboration improves, and staff retention stabilizes.
The only way to have a chance of option (a) working is for management having open communication with the doctor and support of the owner or medical director to let them go if they do not. This allows for open communication from the manager without fear of backlash if the doctor cannot change. Consequences have to be real, not just a threat.
Scenario 2: The Negative Technician
A licensed technician is the go-to person for emergencies and challenging cases. However, they gossip about colleagues, resist training, and dismiss others' ideas. This behavior creates a hostile environment. Once the technician is replaced, their is a skill set gap during training, but the team begins to thrive, and employees feel more empowered to contribute.
How to Address Toxicity Before It Escalates
If you suspect toxicity within your team, act quickly to address it:
Identify Problem Behaviors: Observe patterns of negativity, conflict, or poor communication. Document specific instances to address in conversations.
Provide Feedback: Meet with the individual to discuss concerns. Be clear about the impact of their behavior and outline expectations for improvement.
Set Boundaries: Implement a zero-tolerance policy for toxic behaviors like gossip, public criticism, or disrespect.
Encourage Accountability: Foster a culture where all team members, regardless of their role, are held to the same behavioral standards.
Seek External Help: Sometimes, bringing in an outside consultant can provide an unbiased perspective and help facilitate necessary changes.
Conclusion: Your Culture Is Worth Protecting
A veterinary practice cannot thrive if it protects toxic individuals at the expense of the team. High performance should never excuse poor behavior. By addressing toxicity—whether it’s from a skilled doctor, technician, or any other team member—you safeguard your culture, improve morale, and ultimately boost your practice’s success.
If you need help identifying and addressing toxicity in your team, I can provide the tools and strategies to turn your practice into a thriving, positive workplace. I've been there - I know how difficult it is. Together, we can create a culture that supports both your staff and your bottom line.
Comentários