Date

8-10-2026

ESRP 9000 Professor

Sandy Underhill, Ed.D.

ESRP 9001 Professor

Sandy Underhill, Ed.D.

Executive Summary

Executive Summary

A Strategic Plan for Training Leaders in Effective Communication Skills to Enhance Employee Experience. Staci N. Doss, 20242026: Strategic Research Project, Nova Southeastern University, Abraham S. Fischler College of Education and School of Criminal Justice. Keywords: burnout, communication skills, employee experience, employee satisfaction, innovative culture, and workplace culture.

A Strategic Plan for Training Leaders in Effective Communication Skills to Enhance the Employee Experience: The study is considered mixed-method research due to the combination of qualitative research with the quantitative study. This was necessary before it was possible to support subjective decision making according to empirical evidence. The study in particular used quantitative strategic management tools such as the Internal Factor Evaluation (IFE), the External Factor Evaluation (EFE), and the Quantitative Strategic Planning Matrix (QSPM). They provided a systemic, objective framework for strategy selection by assigning numerical attractiveness scores to certain strategic options via weighted internal and external factors. Realizing that the proposed solution was more than merely a theoretical preference, quantitative rigor was applied to ensure that the solution could drive improvement towards the organization.

Strengths included diversity in the workforce and innovative culture, while weaknesses focused on hierarchical communication issues, and employee exhaustion. Improvement opportunities can include but are not limited to, utilizing technology to enhance communications, also to improve the training programs. However, the assessment also highlighted threats, including high turnover rates, and greater competition for talent.

The proposed solution focuses on building up leaders’ communication skills to foster an ecosystem of positivity in the workplace. The hope is that leadership communication will develop trust, transparency, and enhance workplace culture through a six-step action plan which will be implemented. Central to this plan are personalized training sessions, regular feedback loops, and encouraging open discussion between teams. With this approach, we are creating an ecosystem of goodwill, trust, and transparency that will drive better retention and lower burnout significantly throughout the organization.

The Strategic Research Plan will serve as a roadmap for Amazon to effectively address communication barriers, and enhance the employee experience. The results demonstrate that leadership communication is not just a soft skill, but one that it is fundamental to organizational resilience, that when leaders are able to give transparent feedback and create psychological safety, resistance to change diminishes, and retention rates increase significantly. Focusing these communication performance metrics would put on the map Amazon’s operational excellence to the workforce climate. The recommendations suggest that there is a need for the company to go beyond high-level strategy, consider continued leadership growth in the organization, create a more structured and formalized feedback process, and track engagement data to identify burnout early on.

Document Type

Strategic Research Project-NSU Access Only

Degree Name

Doctor of Education (EdD)

College

Abraham S. Fischler College of Education and the School of Criminal Justice

Concentration

Organizational Leadership

Language

English

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