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A study of effective supervisor/employee communication in a not-for-profit and a for-profit organization

Author

Wendy Bowers Armagnac, University of the Pacific

Date of Award

2006

Document Type

Thesis - Pacific Access Restricted

Degree Name

Master of Arts (M.A.)

Department

Communication

First Advisor

Qingwen Dong

First Committee Member

Jon F. Schamber

Second Committee Member

Carol Ann Hackley

Abstract

This study examines effective supervisor/employee communication in a not-for-profit and a for-profit organization using qualitative research methods. Several studies have researched effective supervisor/employee communication at the quantitative level, but there is little qualitative research on this topic or on the four specific factors of effective communication: trust, listening, feedback and emotional intelligence and the impact on a group. The responses to in-depth interviews of supervisors and employees from a not-for-profit and a for-profit organization identified the overall impact the four factors had on supervisor/employee communication and the organizational communication system as a whole. The study found that three of the four key factors of effective supervisor/employee communication in the workplace were consistently ranked very high: trust, listening, and feedback. The fourth factor, emotional intelligence, did not rank high in awareness or importance.

Five major findings emerged from the study. First, the three of the four factors, trust, listening, and feedback, rated high in both organizations. Second, effective supervisor/employee communication impacted organizational communication and climate significantly; hence, an organization, no matter what the purpose or structure, must create a positive organizational climate to maintain and retain employee relationships. Third, the organizational structures of not-for-profit and for-profit are undergoing a transformation, morphing into a new and unidentified organizational model that has yet to be clearly studied or identified, which incorporates traits from both. Fourth, the last factor, emotional intelligence, rated low with limited awareness of the term. Fifth, the study uncovers uncertain internal communication climates in both organizations, but exposes a hyper-focus on external and customer satisfaction communication.

Pages

111

Recommended Citation

Armagnac, Wendy Bowers. (2006). A study of effective supervisor/employee communication in a not-for-profit and a for-profit organization. University of the Pacific, Thesis - Pacific Access Restricted. https://scholarlycommons.pacific.edu/uop_etds/630