As I read the post all I could think was what you ended the post with. The Yers probably were all told and screamed at to never answer that phone. Once extrapolated you can see this in all workplaces. Why does my team not get along? the boss has given them reinforcement to not get along. Why are we not being creative? the team has been taught that creativity is not allowed. Yers pick up and understand this quickly - because of the team environment and sports team we were a part of. If your team is not behaving in a certain manner look inside your leadership to determine how your are encoureging it.