Case Studies
Real stories from leaders who’ve transformed their teams, culture, and outcomes with Dr. Neal McIntyre’s guidance.
Volunteer State Community College
Transforming Leadership Culture Through Purpose-Driven Collaboration
Client Overview:
Volunteer State Community College in Gallatin, TN, is a dynamic institution that recently underwent a leadership transition with the appointment of its new president, Dr. Wendi Tostenson, in 2024. With a strong legacy and a bold vision for the future, the college sought to unify its leadership team and build a culture deeply rooted in purpose and collaboration.
The Challenge
The college’s leadership team was composed of experienced professionals with diverse backgrounds and skillsets. While individually strong, the team faced challenges in operating cohesively. Silos limited cross-functional understanding, and the need for a shared vision and stronger internal communication was clear.
The success of the college’s transition depended on:
-
Elevating leadership effectiveness
-
Strengthening team unity and communication
-
Aligning individual leadership styles with institutional goals
-
Inspiring faculty and staff to embrace a new, purpose-driven direction
Neal McIntyre Consulting’s Approach
Neal McIntyre Consulting designed and facilitated a customized leadership development initiative focused on:
-
Increasing self-awareness of individual leadership styles
-
Enhancing interpersonal dynamics and team communication
-
Building trust and mutual understanding across departments
-
Aligning leadership behaviors with the college’s strategic vision
The work emphasized actionable steps, personal reflection, and collaborative exercises that helped leaders understand what their colleagues needed from them to succeed as a unified team.
The Outcome
The transformation was immediate and profound. The Executive Team began operating with greater cohesion, clarity, and purpose. Silos gave way to collaboration, and leaders developed a deeper appreciation for each other’s roles and contributions.
The success of the initial engagement has led to an expansion of the work to include the larger leadership team in the upcoming academic year.
Client Testimonial
“Dr. Neal McIntyre has been a catalyst in transforming the way our Executive Team works together. His guidance has helped us move beyond silos and toward a true culture of collaboration - one where every voice is valued and every area of the College is better understood and appreciated. This shift has not only strengthened our leadership but has also inspired us to think bigger about what we can accomplish together.
Beginning this fall, Dr. McIntyre will extend this important work to our broader leadership team. We see this as the next step in building a culture that is deeply connected, purpose-driven, and committed to the success of our students and communities. With his support, we will continue to grow stronger as a united team, shaping a future where collaboration is at the heart of everything we do.
Together, we are Guided by Purpose and Dr. McIntyre’s work is helping us live that purpose more fully every day.”
— Dr. Wendi Tostenson, President, Volunteer State Community College
Lt. Col. David Lowery, U.S. Air Force
Guiding Leaders from Breakdown to Breakthrough
Client Overview:
During the summer of 2015, David Lowery was taking a college course on Homeland Security, Terrorism, and Counter-Terrorism taught by Dr. Neal McIntyre, DPA. David, like the other doctoral students in the course, was highly accomplished, with all of them holding senior leadership positions in government, the military, and non-government organizations. David was no exception—he was a Lieutenant Colonel in the U.S. Air Force, pursuing his doctorate to deepen his expertise and advance his career trajectory.
The Challenge
A few weeks into the semester, David began to show signs of strain. His emails became increasingly critical of the course structure, and his tone reflected more than academic frustration.
Behind the rank and credentials was a professional under immense pressure. The demands of his professional, personal, and academic responsibilities were converging in a way that was emotionally and psychologically unsustainable. His enthusiasm was fading. His confidence was slipping. And his determination was nearly gone.
David was seriously considering withdrawing from the doctoral program.
This situation is not unique as those in executive leadership roles often face similar moments—when the weight of expectations, leadership demands, and personal pressures collide, even the most capable professionals can find themselves depleted. The mental and emotional toll can quietly erode focus, drive, and clarity of purpose.
David didn’t need academic correction—he needed professional coaching.
Neal McIntyre Consulting’s Approach
Neal recognized that David’s frustration wasn’t rooted in the course itself—it was a symptom of deeper stress. Rather than responding defensively, Neal initiated a direct conversation to understand the full scope of David’s situation.
His coaching approach included:
-
Empathetic Listening: Neal created space for David to share the pressures he was facing—without judgment or interruption.
-
Relational Transparency: Neal shared his own experience of nearly dropping out of his doctoral program during a time of personal loss, building trust and relatability.
-
Reframing the Struggle: Neal helped David see that his frustration was not failure—it was fatigue. He reframed the moment as a crossroads, not a dead end.
-
Restoring Momentum: Through encouragement and strategic guidance, Neal helped David reconnect with his purpose and reclaim his focus.
This wasn’t about fixing a student—it was about helping a leader rediscover his strength.
The Outcome
With Neal's coaching, David recommitted to the program with renewed enthusiasm, sharpened focus, and a sense of motivation that had previously been buried under pressure. Through regular check-ins and a restored sense of purpose, his energy returned, his confidence grew, and he began to see that he wasn’t alone in his journey. He completed the course with excellence and carried that momentum forward, ultimately finishing his doctoral program.
David’s case was never just about the course. As someone who led the U.S. Air Force’s Terrorism and Counter-Terrorism Unit, he could have taught the class himself. What he needed wasn’t instruction—it was understanding, empathy, and someone willing to walk beside him for a moment.
Client Testimonial
“I'm appreciative of Dr. Neal McIntyre's professional coaching. As a VSU DPA graduate himself who had to overcome some pretty daunting obstacles during the course of his own studies, he provided me with some much needed encouragement. Additionally, he did one heck of a job teaching the Homeland Security, Terrorism, & Counter-Terrorism course - despite being in this very business, I still learned a great deal in this arena."
— Lt. Col. David Lowery, United States Air Force
South Georgia Medical Center
Elevating Patient Services Through Empathy and Communication Excellence
Client Overview:
South Georgia Medical Center (SGMC) in Valdosta, GA, is a leading healthcare institution serving a diverse patient population. In the wake of the Covid-19 pandemic, SGMC's Patient Services Department faced rapidly evolving challenges in patient and family interactions, with customer service agents increasingly exposed to hostility and conflict during billing and post-care communications.
The Challenge
SGMC’s Patient Services Department, staffed by dedicated professionals, was spending significant time managing patient complaints and hostile interactions. These conflicts not only impacted staff morale and wellness but also influenced patient satisfaction, bill payment speed, and the hospital’s reputation. The need for a unified, skilled approach to conflict resolution and customer service was clear.
Key challenges included:
-
High frequency of hostile calls (estimated 1,520 per month for the department)
-
Silos and stress among staff
-
Negative impact on patient retention, acquisition, and hospital reviews
-
Low morale among employees
-
Increased costs due to time spent resolving complaints and staff turnover
Neal McIntyre Consulting’s Approach
Partnering with SGMC to develop custom solutions to their challenges, Dr. Neal McIntyre, DPA, created and conducted an interactive workshop that covered:
-
The communication process and barriers to effective communication
-
Core concerns that drive emotional responses in conflict situations
-
Strategies to address these concerns and defuse hostility
-
The neuroscience of conflict and the importance of self-awareness
-
Emotional intelligence in customer service
-
Practical tactics for conflict resolution
-
Review and discussion of real-life case studies provided by SGMC
His work provided actionable steps, personal reflection, collaborative exercises, and novel frameworks and guides to better assist the patient services staff in understanding and meeting the needs of both patients and others.
The Outcome
As a result of the workshop, the Patient Services Department at SGMC is better positioned to navigate emotionally charged interactions with patients and families with greater confidence, empathy, and professionalism. Staff now have a shared framework for understanding the emotional drivers behind conflict and are equipped with practical tools to de-escalate tense situations and foster constructive dialogue.
Internally, the department is better prepared to cultivate a healthier workplace culture. The emphasis on emotional intelligence, self-awareness, and communication has laid the groundwork for reduced stress, improved morale, and stronger team cohesion. Employees are more capable of supporting one another and maintaining composure in high-pressure moments.
This foundational work has positioned SGMC to deliver a more compassionate and resilient customer service experience—one that reflects the hospital’s commitment to excellence, even in the most challenging circumstances.
Irwin County School System
Strengthening Community Connections Through Strategic Communication
Client Overview:
Irwin County School System (ICSS) is a respected district committed to educational excellence and community partnership. Recognizing the importance of proactive, transparent communication, ICSS sought to amplify its positive accomplishments and deepen trust with parents and the broader community. The district’s leadership understood that effective storytelling and engagement are essential for reinforcing shared responsibility among schools, families, and stakeholders in today’s evolving educational landscape.
The Challenge
While ICSS already enjoyed a strong reputation, the district faced challenges in consistently sharing its story and engaging the community. There was a clear desire to better highlight the good, celebratory things that happen every day within the schools—moments that often go unseen by the general public. In addition, staff spent significant time answering repetitive parent questions, and opportunities to celebrate achievements and foster deeper connections were sometimes missed. The need for a sustainable, community-centered communication strategy was evident.
Key challenges included:
-
Improved communication to reduce repetitive parent questions
-
Consistent and supportive communications across the school district
-
Underutilized digital and social media channels
-
Being better positioned to develop strategic, engaging, low-cost content
-
Desire to improve engagement with the community
Neal McIntyre Consulting’s Approach
Partnering with ICSS to develop custom solutions, Dr. Neal McIntyre, DPA, created and conducted an interactive, foundational strategy workshop. This session introduced low-cost, high-impact strategies to improve community engagement using existing resources. The scope of work included:
-
Auditing current social media communication channels and identifying gaps
-
Identifying No-Cost Communication Strategies for immediate improvement
-
Sample social media content ideas and messaging tips
-
Practical guidance for leveraging free or low-cost tools
-
Collaborative exercises to uncover underused resources and launch improvements
-
Guides and templates to better coordinate messaging across social media platforms
Dr. McIntyre’s approach focused on identifying the strengths and weaknesses of the current media strategy of ICSS in order to pinpoint gaps and inconsistencies. From that foundation, strategies and tactics were developed to enable ICSS to be better positioned to intentionally tell their celebratory stories and foster improved relationships with community members.
The Outcome
As a result of the workshop, the ICSS communications team is better positioned to proactively share the district’s successes, engage families and stakeholders, and streamline internal processes. Staff now have practical tools and strategies to reduce time spent on repetitive inquiries, create engaging content in-house, and leverage digital channels more effectively.
The foundational work has laid the groundwork for a more unified and efficient communication culture. ICSS is now equipped to foster deeper trust, increase event participation, and celebrate achievements in ways that resonate with the community. By empowering staff with sustainable systems and creative resources, the district is poised to strengthen its reputation and build lasting partnerships with families and stakeholders.
Client Testimonial
“Dr. McIntyre did an outstanding job analyzing our district’s online presence and providing valuable feedback on how we can more effectively share our story. His insights helped us recognize the importance of being intentional with the information we share, understanding that not all information carries the same message and that how and to whom we communicate truly matters.”
— Kerry Billingsley, Superintendent, Irwin County School System
