I am an Associate Professor of Communication Arts and Sciences at Penn State York. Previously, I was on the faculty at Southern Methodist University. I earned my doctorate from Rensselaer Polytechnic Institute.
Veronica, my spouse, is a Associate Professor of Spanish at Gettysburg College. We live in York, PA, with our dog, Jax. We enjoy spending our free time in central Mexico.
I teach courses in communication theory, crisis management, group decision-making, and public relations. I also teach the conflict and negotiation class for the business school.
My research focuses on three topics:
- managing interpersonal conflict between managers who work in the United States and Latin America
- organizations’ employee crisis response strategies and how the Federal Government uses cell broadcast technologies to communicate imminent weather threats to the public.
- call center agents’ communication competencies, especially as it relates to his or her ability to upsell customers on the phone.
My consulting practice focuses primarily on employee communication issues in organizations. Some of the large organizations that I have worked with include American Airlines, the British Met office, and General Electric Global Research. I have also partnered with a Japanese-owned Maquiladora in Mexico and two multinational call center providers.
Updated: September 2, 2017