Date of Conferral



Doctor of Psychology (Psy.D.)




Kristen Chesser


Abstract The communication patterns of leaders in the workplace are vital to ensuring productivity and meeting organizational mission and goals. The quality of workplace communication from the leaders impacts the perceptions of employees about the workplace and their ability to fulfill organizational missions and goals. Communication can be delivered through multiple technological means, in person, and in writing. Message delivery also can convey the tone of the sender. The purpose of this case study was to identify the communication patterns between the executive leaders and six of eight site leaders of a nonprofit counseling center focused on serving children and families to determine if increased communication from the leaders would improve the site leaders’ perceptions of the workplace. The Baldrige excellence framework was used to assess the communication patterns between the executive leaders and the site leaders. Data were collected and analyzed from the organization’s executive team and site leader interviews, exit and stay interviews. The study results identified current workplace patterns of communication. The results indicate improved work environments may create greater levels of job satisfaction and less turnover for many organizations. Recommendations to enhance communication among the leadership team in order to decrease turnover intentions, increase employees’ job satisfaction and improve service delivery were provided. These recommendations could aid in advancing organizational effectiveness which may lead to further quality improvements that will have a positive social change impact at individual, organizational, and community levels.