05/16/2026
Your Team Doesn’t Care That You Didn’t Mean to Sound Mean
Clear and caring communication in the workplace should be simple. It sounds logical. It sounds easy.
But in reality—it’s one of the hardest things for teams to get right.
Think about your own office for a moment. Even in a small practice, there are multiple working relationships happening at once. If you have six team members, that creates 15 unique working relationships—not counting group dynamics. That’s a lot of communication happening all day, every day.
And here’s where things start to break down.
Most communication in a medical office happens quickly—between patients, between tasks, between interruptions. We’re busy, we’re moving fast, and we’re trying to be efficient. So, what happens?
We shorten our words. We rush our tone. We assume people understand. And without realizing it… we start to sound abrupt, short, or even harsh.
The problem is this:
The person receiving the message doesn’t hear your intention—they feel your tone. You may not mean to sound frustrated or impatient. But if that’s how it comes across, that’s what the other person responds to. And once someone feels spoken to “the wrong way,” they stop focusing on the message—and start focusing on how it made them feel. That’s where communication breaks down.
Words Matter—But Delivery Matters More
We often think communication is about choosing the right words. But in reality, it’s about how those words are delivered. Here are a few simple ways to strengthen both clarity and care in your daily communication:
1. Use names and gain attention first. When speaking to someone, say their name and make sure you have their attention. This shows respect and ensures they know the message is meant for them—not just said into the room.
2. Don’t speak “on the fly” to groups. When addressing more than one person, pause long enough to make sure everyone is listening. Repeating yourself multiple times creates frustration—for you and for them.
3. Eliminate vague language. Phrases like “Do your best today” or “Stay on top of things” sound positive—but they’re unclear. Clear communication removes guessing. Be specific about what success looks like.
4. Be concrete and direct. The more specific you are, the more confident your team becomes. Clear expectations reduce mistakes, stress, and second-guessing.
5. Check for understanding—not just compliance. Instead of assuming, ask a simple follow-up: “Can you walk me through how you’ll handle that?” This isn’t about testing—it’s about confirming clarity.
6. Pay attention to tone and body language. This is where most communication breaks down. You may be saying the right words—but your tone, facial expression, or posture may be telling a completely different story. And your team will believe what they feel before what they hear.
Tina Del Buono, PMAC
[email protected]
Director Top Practices Virtual Practice Management Institute
Consultant and Performance Coach
