Los Angeles Galaxy Table of Cont.docx

Los Angeles Galaxy
Table of Contents
· Executive Summary
· Introduction
· Human Relations
· Communications
· Intercultural
· Ethics
· Conclusion
· Works Cited
Executive Summary
The organization that I selected is the Los Angeles Galaxy. The
Los Angeles Galaxy is a Major League Soccer Team located in
the Los Angeles County Area in California. The organization
provides a Professional Soccer Team right in the LA area and

Soccer fans around SoCal have the opportunity to come and
watch the team play. Los Angeles Galaxy besides being a
Professional Soccer Team also has academy teams for boys and
girls. They also provide Soccer clinics to the public and are
willing to help the local Soccer teams as they invite them to
come experience a Soccer game. The person who owns the team
is Philip F. Anschutz while the President and CEO is Dan
Beckerman. The Los Angeles Galaxy’s President and General
Manager in Chris Klein and Pete Vagenas are former Los
Angeles Galaxy players and want to improve and grow the fan
base for the team. They operate and run things as they are
always trying to do what is best for the organization as a whole.
The Los Angeles Galaxy is the second most valuable Major
League Soccer Team as the organization is worth $265 Million
and brought in $58 Million in (Forbes). It is the most successful
team in all Major League Soccer and are known to start trends
that other Major League Soccer teams like to follow. Two
examples were when the LA Galaxy were the first in all the
league to sign a Superstar, the Galaxy signed David Beckham
and not only made the team win championships but also
attracted more people to come watch the LA Galaxy. The second
example was when just this past October the LA Galaxy
launched a fully funded Girls Academy teams as they were
again the first in all Major League Soccer to do. One can say
LA Galaxy likes to be the team that everyone tries to emulate as
the LA Galaxy is the best team in history and in the league.
Many teams are trying to now sign up to 3 star players to try to
compete with the LA Galaxy and now the league has at least 1
International star on each team.
Here is the Organization Chart for the Los Angeles Galaxy:
Philip F. Anschutz- Owner Dan Beckermen-
President & CEO
Chris Klein- President Pete Vagenas- GM & VP
Ops. Thomas Braun- VP Bus.

Introduction
The Los Angeles Galaxy, mostly known as the LA Galaxy,
is an American Professional Soccer Club Team that competes in
the Soccer league called Major League Soccer. The team
competes in the Western Conference and are located in the city
of Carson, California. The Los Angeles Galaxy is the second
most valuable Major League Soccer Team as the organization is
worth $265 Million and brought in $58 Million in (Forbes). The
Los Angeles Galaxy has had a lot of success in the Major
League Soccer as it is the most successful Major League Soccer
team. It has won the most Major League Soccer Cup 5 times and
has appeared 9 times in the Major League Cup Finals which is
the most by any Major League Soccer Team in the Major
League Soccer’s history. The LA Galaxy is tied for having the
most Supporter Shield Trophy’s in which the trophy is given to
the team who has had the best record of a Major League Soccer
season in which the LA Galaxy has won the trophy 4 times. The
LA Galaxy came second in Forbes list of Most Valuable MLS
Teams in 2016 as they were valued at $265 million (Forbes
Releases Annual MLS team Valuations as Seattle and LA Lead
the Way). Not only was this impressive but they brought in the
most revenue in all Major League Soccer with $58 million in
revenue which is $6 million more than the team who came in
second (Major League Soccer's Most Valuable Teams 2016:
New York, Orlando Thrive In First Seasons ).
LA Galaxy has also been successful because of its recruitment
internationally, mainly from Europe. The LA Galaxy has gone
out and recruited some top quality players over the years such
as David Beckham, Robbie Keane, Steven Gerrard and recently
Giovani Dos Santos. These guys were a huge help and were part
of LA Galaxy team’s that had won trophies. Not only did David
Beckham and Robbie Keane win trophies but Robbie Keane has
been the best Designated Player in MLS History (Robbie Keane
Easily Has Been the Best Designated Player in MLS History).
The players that the LA Galaxy get from Europe has helped
them to achieve greatness and trophies in the Major League

Soccer. David Beckham was the first designated player to come
not only to the LA Galaxy but to Major League Soccer. He
paved the way for other international stars to come and play
their Soccer in the United States. The designated player rule is
also called the David Beckham rule because he was one of the
first soccer international player to come and play in the Major
League Soccer that’s pay was outside of the teams salary budget
(Designated Players in MLS: Every Club Has a DP for the First
Time in League History). In the past two Major League Soccer
seasons, 2015 and 2016, LA Galaxy has increased their average
attendances. It increased their average attendance by 7.5% from
last year and is top 5 in all Major League Soccer average
attendance (MLS Sets Average Attendance Record in 2016 as
Seattle Sounders Lead All Clubs). With this being said, we can
see that the LA Galaxy are attracting more and more people
each year to their home games. LA Galaxy fans are loyal in
numbers and have the teams support each and every year.
Human Relations Theory
Maslow’s Hierarchy of Needs
Maslow’s Hierarchy of Needs pertaining to the Los Angeles
Galaxy is the first level need that Maslow identified with is
Physiological. A great example is the needs of one’s families
about them having food on the table, a place to call home and
live in as well as having clothing for one’s families. The LA
Galaxy is a great Organization as they pay their players well
and can always help with their families. The LA Galaxy is
known for having a family oriented team and it feels like home
to many past players who have played on the team. The Lowest
salary amount on the LA Galaxy is $53,000 while the largest
salary is $3,750,000 which goes to the superstar International
Giovani Dos Santos. The third level in Maslow’s is Affiliation
which means employees enjoying and being motivated by social
networks and connections with colleagues. In making it
relatable to the LA Galaxy, the organizations as a whole is
always trying to connect the players on the teams with the fans
and use social media as a way to do so. The Marketing and

Social Media Team for the LA Galaxy always use Instagram,
Facebook and Snap chat to interact with the fans and to address
where some LA Galaxy players will be for a meet and great. I
remember seeing one held at a Gas Station a block from where I
work at and a lot of people were there supporting the players
and taking pictures with them as well as signing autographs.
The need to feel loved by the fans and a part of the team is what
the LA Galaxy is truly known for on and off the soccer field.
Lastly, with the last example it would be level four as it is
about Esteem Needs. With it regarding to the LA Galaxy
everyone on the team is respected to the highest level as all the
players are Professional players and are working towards a goal
to be the best they can be both as individuals and on a team.
When a teammate is doing well everyone acknowledges them
doing the things correctly such as scoring a goal or saving a
goal. Appreciation towards teammates and coaches is key to the
team’s success in order to succeed the goal of becoming
champions.
McGregor’s Theory X and Theory Y
McGregor’s Theory X and Theory Y are two perspectives of
how managers would look at employees. The Theory X would
say regarding to the LA Galaxy is that the Professional Soccer
players only play the sport because of the luxury of great
payment by an organization and simply only care about getting
paid. The LA Galaxy and its players are professional and top
class as they always strive to be the best they can be and when
they don’t reach that goal it is surely a disappointment. I do not
believe Theory X is compatible with the LA Galaxy as the
players truly do not just care about receiving their check at the
end of the month, these players know what it means to represent
this great city and team. With this being said brings me to
Theory Y as I believe it associates more with the LA Galaxy
than that of Theory X. Theory Y pertaining to the LA Galaxy
views its professional players as working but seeing their work
as play. Many professional players see work as play as they get
to perform athletically and do what they love to do as well as

getting paid top dollar for it. The LA Galaxy is an organization
that players love to come and play for as they have fun working
hard towards the goal of winning the championship. Everyone
on the team is responsible for doing their jobs and are dedicated
in putting in the work at practices and games. Players are
delighted to train to their very best of their abilities even
though they know that every player gets paid differently and
some make more than others. Everyone knows to give their best
every day at training and not complain about wages when it
comes to practices as everyone is a team and have agreements
with each other on being the best team they can possibly be.
Peters and Waterman
Peter and Waterman’s Bias for Action pertaining to the LA
Galaxy is that the players are trained to excel in decisive times,
are capable to score goals in critical times during a game and to
hire the correct coach and people. The coaching staff puts the
players in positions during practice to transfer over to the
games as they train in making quick decisions to either attack to
score when down in the game or hold the ball to run down the
clock if they are winning the game. The players have to act on
instinct and just do it as they always train and are prepared to
deal with any game situation when needed. Peter and
Waterman’s Stick to the Knitting pertaining to the LA Galaxy is
to simply stick what the LA Galaxy knows what to do best. The
LA Galaxy is known for being a High Professional Community
Involvement Soccer team as they always like to bring in local
Soccer teams to games and have the kids high five the players
before the game. It is called “On Field Experiences” and the
kids have the chance to be Ball Kids for the game, play a mini
Soccer game at halftime, watch warm ups from the LA Galaxy
bench as well as high fiving the players before they enter the
Soccer field (LA Galaxy On Field Experiences). LA Galaxy is
known for being family oriented as well as being a top Soccer
team that always competes for championships. Lastly, Peter and
Waterman’s Productivity through People pertaining to the LA
Galaxy is to hire the right coach and people. People in this

situation means Staff such as trainers, assistant coaches and
nutritionists as well as players to strengthen the team. Just this
past year, the LA Galaxy coach left the team to take on the role
of being USA National Men’s Team Coach. The LA Galaxy had
to hire a new coach and they hired their LA Galaxy 2 coach,
Curt Onalfo (LA Galaxy name Curt Onalfo head coach). Hiring
the right coach is key as he direct the lineup and how the team
will be playing on the field. Making the correct signings of
players is key and the coach is always looking to sign top
players to bring to the team.
Communications Theory
Time and Distance
Guffy’s Time and Distance relating to the LA Galaxy can
be seen as time away from home, traveling to away games and
time away from family/loved ones. When you are part of the LA
Galaxy Soccer team you are committed to the team and have to
travel away from home to away games as far as Canada and
New York. Leaving the comfort of your home and family can be
hard at times but it comes with being a Professional Soccer
Player. Being away from family half of the year can be hard but
family will always support the players when they leave. As a
Soccer team the players of the team as a whole are a 2nd family
as they spent most of their team with each other practicing,
flying to away games and relaxing than their families. They
bond with each other and comfort one another as they leave
their comforts of the home to compete and play professional
soccer with the LA Galaxy.
Teamwork
Zaremba’s Teamwork relating to the LA Galaxy can be
seen as the overall group work of the head coach, team, staff as
they all work towards the main goal of winning the
championship and being the best team in all Major League
Soccer. The head coach works day in and day out to come up
with practice drills, team line ups and decides who will sit out
on game day. The Staff is basically everyone else besides the
head coach as they are all there to support both the coach and

aid to the players in order for the group as a whole to succeed.
The team are the players in the squad that train each and every
day to compete and become the best they can be as well as the
best in all Major League Soccer. Working all together as a
whole exemplifies the teamwork that the LA Galaxy has as a
team and organization as everyone contributes to the group in
order to achieve the goal.
Communication Culture
Zaremba’s Communication Culture relating to the LA
Galaxy can be seen as how one feels being a part of the LA
Galaxy team, how one’s own opinions on team meetings play
out and how those opinions are heard and taken to make
adjustments. Communication involving the team is crucial as
everyone tries to be on the same page at all times. Feeling as if
you are one with the team and feel that you are a part of the
team is key to the team’s progress as a unit. The LA Galaxy
feeling is a great feeling to have as many players feel honored
to play for a great Soccer team and to play in the Los Angeles
area. Having a say at team meetings is key and many players
like to speak about what they feel the team can do better to
improve and fix mistakes that are holding the team back from
achieving. The coach and staff hear out their player’s remarks
and the coach decides what the best possible take should be
when moving forward with the Soccer Team. The thing about
being a part of the LA Galaxy is that your voice is heard and the
coach and staff really do listen to what their players have to
say. The coach knows it needs everyone to be on board and on
the same page to do well and become competitive throughout
the Soccer season. Making adjustments along the way is key to
keep players happy and keep the staff to do their jobs in making
the team’s chemistry and happiness to its highest it can be.
Intercultural Relations Theory
High /Low Context Culture
High Context Culture with regards to the LA Galaxy is that
the rules are set, not showing up to practices on time and
playing dirty in games. The rules of the game of Soccer is set

and everyone on the team knows what will happen if they do not
show up to practices and if they play dirty in the games what
the result will be. The head coach might fine players for being
late or for not showing up to practices as well as the team will
suffer if a player plays dirty which will result to a Red card and
the team playing down to 10 men. The rules of the game of
Soccer is set and there are no going around the rules as
everyone knows to follow them or suffer by the consequences.
Low Context Culture with regards to the LA Galaxy is that
communication with things and one another runs throughout the
team. Communication is vital and everyone is used to each
other’s sense of being during away games and trainings. No one
is alarmed about one’s behavior if they are used to it on a daily
basis as communication on the field is vital but if a team has
been working together for a period of time body language and
hand movement is essential in a game. Many players are used to
playing with one another and have different ways to interact
with each other without using their voices to speak.
Barriers
Barriers with regards to the LA Galaxy is its new city rival
Los Angeles Football Club, location in Carson and from a
marking standpoint its game attendance. The Los Angeles
Football club, LAFC, will be a new Major League Soccer team
next year and are currently constructing their home stadium in
downtown Los Angeles. “LAFC is committed to building a
22,000 seat soccer specific venue, bringing in $350 million in
private investments to South Los Angeles (Banc of California
Stadium). The stadium will be accessible from the expanded
Metro line, will be an LEED Silver certified building and will
have natural Bermuda grass on the field (Banc of California
Stadium). The marketing catch for the LAFC team is that its
season members and fans will be a LAFC Original as they will
be the first to cheer on their new Los Angeles team this year.
Many fans in the Los Angeles area may like that idea of a new
Major League Soccer team in town and might support them
instead of the LA Galaxy. Another barrier for the LA Galaxy

would be its location. The LA Galaxy have their home games in
Carson, California which is a 30 minute drive from Los
Angeles, 45 minutes from Santa Monica Pier, 20 minutes from
Manhattan Beach, 30 minutes from Dodger Stadium, 25 minutes
from Staples Center, 45 minutes from Hollywood and 25
minutes from Disneyland. Many people would love to visit these
great cities and attractions especially on a sunny day which is a
weakness on game day for the LA Galaxy. The LA Galaxy want
people to come and experience a soccer game but in southern
California there are many professional teams, amusement parks
and beaches that people can choose from which is a barrier for
the organization as they want to grow in fans and attendance at
each game. Lastly, another barrier for the LA Galaxy from a
marketing standpoint and for game attendance’s are the head
coach and the two LA Galaxy players that have left the team
this past season. Bruce Arena was the LA Galaxy’s coach for
quite some years and decided to leave the club to become the
USA Men’s National Soccer Team coach (LA Galaxy's Bruce
Arena to Succeed Jürgen Klinsmann for U.S.). The LA Galaxy
have brought in Curt Onalfo and starting the team with a new
head coach can be quite a barrier to succeed in the very
competitive Major League Soccer. Coach Onalfo will be making
decisions for the team and some players may will have to adjust
to those decisions. If the LA Galaxy don’t have a winning
season at the end of the Soccer season, it can cause attendance
to drop for next season. Also, Robbie Keane and Steven Gerard
were two important European Designated players that helped the
LA Galaxy market and bring in more people to watch their
games. Robbie Keane and Steven Gerrard were fan favorites as
they have played in Europe and had been successful in their
past. They were great at Marketing and bringing in more people
to the games and with their departure from the team, the LA
Galaxy will have to think about new ways to now market the
team and reach out to new people to attend their games. The
team is focusing in on marketing around Mexican star Giovani
Dos Santos as they want more Hispanics and Mexicans around

the area to come and not only support Dos Santos but to also
support the LA Galaxy.
Overcoming Barriers
Overcoming barriers with regards to the LA Galaxy is the
hiring of the LA Galaxy 2 head coach, reminding the fans that
the LA Galaxy has the most championships won and that the LA
Galaxy is providing a top quality team to go see as they have
star players and the biggest being the Mexican International star
in Giovani Dos Santos. The LA Galaxy overcame a barrier as
the hired the new head coach for the team in Curt Onalfo. He
has experience with the organization as he previously coached
the LA Galaxy 2 last year and has been given the opportunity to
coach the Major League Soccer 1st team in the LA Galaxy. The
LA Galaxy is well known around the league as being a top level
team and being from the Los Angeles area people always like to
see them play. Advertising the team as being the most
successful club team in the league is accurate and its trophies
speaks on its true value. Lastly, the LA Galaxy is well known
for bringing in top international soccer experiences as the first
every international star signing was none other than David
Beckham. He started it all and was a great success in winning
trophies with the LA Galaxy, after him many followed and the
most recent superstar for the team is Giovani Dos Santos. Dos
Santos fits perfectly as here in Southern California there is a
great presence of Hispanics especially with Mexican
background and people now buy tickets to see the LA Galaxy
because they want to see their fellow Mexican player, Dos
Santos, play. Dos Santos not only attracts Hispanics but also
makes the LA Galaxy tem better with his play on the field in the
games.
Ethics Theory
Utilitarianism
Utilitarianism with regards to the LA Galaxy is that the
team provides the greatest number of good for the number of
people, it gives the people of Southern California a Professional
Soccer team to go watch and see competitive Soccer and the

ticket prices are a great price for a Professional Soccer Team in
the LA area. The LA Galaxy pays their players and staff very
well and all of them are connected as they hope to work hard
and reach their goal of obtaining the championship of Major
League Soccer. Everyone is in with that goal and the mindset
kicks in at the beginning of the Soccer season and continues as
the season progresses. With everyone on board with the goal,
they all have a chance to be champions and being the best at
their profession. The LA Galaxy gives the people of Southern
California a chance to see the team play in Carson and many
people are starting to like Soccer. Seeing the best team in
history in all Major League Soccer gives people and fans
excited to go watch the team play. Seeing a Professional Soccer
game in the LA area is great and many people can see it for a
great price. The LA Galaxy charges a great price to see the team
play and also gives local soccer teams a chance to have a field
day experience as they can even play on the field at halftime.
Group discounts are also available and many people come out
and watch the team play.
Categorical Imperative
Categorical Imperative with regards to the LA Galaxy is to
no cheat, players not using steroids or other illegal drugs and
players not putting in their efforts at games or practices. The
LA Galaxy is a team that has high expectations on their players
and know that cheating will not be tolerated. The LA Galaxy is
a professional Soccer team and go by the rules in all aspects of
the game. They will not cheat in order to have an advantage as
they are a professional team. Using steroids or other illegal
drugs is forbidden and can result in a suspension by both the LA
Galaxy team and Major League Soccer. Players know as
professional to not use drugs and know the consequences if they
do. Lastly, players know that they will not play in games if they
do not put in the work. Players must show their best
performances in practices as the coach will have the choice to
pick them for the game. I do not believe the LA Galaxy meets
this criteria as the organization as a whole has never had an

incident or a situation that involved cheating or drugs. Players
known when they come to play for this great organization that
they have to train well and follow by the rules of the team. LA
Galaxy is a fair and great club in which will try to win the game
honestly and by the rules as they don’t need an advantage to
win Soccer games because they are the best team of the history
of the league.
Code of Ethics
Code of Ethics with regards to the LA Galaxy is to follow
the rules of the LA Galaxy about traveling to away games, to
follow the rules of Major League Soccer and to follow the rules
of the LA Galaxy as practicing and nutrition comes to play. The
LA Galaxy has a schedule that the players must not break as the
schedule is set especially when traveling on a plane. The
players cannot be late to the plane as they will miss their
boarding and will be late to the concentration of the hotel room.
The players must arrive at a certain time to board the plane as a
team and fly to their destination. Following the rules of Major
League Soccer is key and if a player tries to injure another
player on purpose it could result in a fine and suspension from
the league. One as a LA Galaxy player must follow the rules
that the league has placed such as not having the bench players
set foot on the soccer field when an altercation or fight breaks
out and not leaving the bench area in order to protest as both of
these can cause a fine, suspension or both. Rules are there to
not be broken and to maintain peace between the teams playing
as well as being safe to play the sport of Soccer. Lastly, players
of the LA Galaxy are follow the rules at practice and that of the
nutritionists as they are there to improve the health of the
players. They must eat, drink and relax when and how the
nutritionists want them to as they are professional people with
degrees in their respective fields. The LA Galaxy players should
respect them and follow their plans of eating the correct foods
as it can only benefit them in the long run. The team is
sponsored by Herbalife and the players are always using that
product to stay healthy as professional Soccer players should

always be.
Conclusion
In conclusion, the LA Galaxy are a top Major League Soccer
club team and are the best team in MLS history. They have done
many things right and I believe that they will continue to grow
as an organization and bring more championships to Carson.
The three key findings that I found were that the LA Galaxy’s
players needs to feel a part of the team and social media helps
with that. Fans follow the players on social media and can
interact with them when they have meet and greats. Fans are
always there to show support to the team and players and love
taking pictures as well as having a quick conversation with the
LA Galaxy players. The 2nd key finding was the LA Galaxy
players spend a lot of time away from their personal family and
loved ones. It can be very hard on a Player especially with
young children and new born’s as the LA Galaxy has to travel
half of the year to away games. Lastly, the third key finding
was that the players have to following their trainer’s nutrition
plan as well as getting their rest in between practices and
games. Being fit is key to being a professional and players are
always using their health as best they can to get an advantage
on other players and teams. Being fit, hydrated and relaxing for
big games is key if the LA Galaxy players want to succeed as a
group and have a chance to win the MLS Cup.
Works Cited
ESPN First. "LA Galaxy's Bruce Arena to Succeed Jürgen
Klinsmann for U.S." ESPNFC.com. 22 Nov. 2016.
LAFC. "Banc of California Stadium." LAFC- Los Angeles
Football Club.
LA Galaxy. "Herbalife, LA Galaxy Lead MLS into Branded

Content Arena with Debut of Original Unscripted Web Series
"Be A Pro"" LA Galaxy. 08 Oct. 2013.
LA Galaxy “LA galaxy name curt onalfo head-coach” LA
Galaxy. December 13. 2016
LA Galaxy “Front Office and Staff” LA Galaxy
MLS Soccer “League official-rules competition rules and
regulations” MLS March 2. 2017
Rosano, Nicholas. "Forbes Releases Annual MLS Team
Valuations as Seattle and LA Lead the Way." MLS Soccer. 7
Sept. 2016.
Smith, Chris. "Major League Soccer's Most Valuable Teams
2016: New York, Orlando Thrive In First Seasons." Forbes.
Forbes Magazine, 7 Sept. 2016.
Carlisle, Jeff. "Robbie Keane Easily Has Been the Best
Designated Player in MLS History." ESPNFC.com. 18 Nov.
2016.
MLSsoccerstaff. "Designated Players in MLS: Every Club Has a
DP for the First Time in League History." MLSsoccer.com. 16
Aug. 2013.
Carlisle, Jeff. "MLS Sets Average Attendance Record in 2016 as
Seattle Sounders Lead All Clubs." ESPNFC.com. 24 Oct. 2016.
LA Galaxy. "LA Galaxy Launch Fully-funded Girls’ Academy
Teams." LAGalaxy.com. 11 Oct. 2016.
Chapter 11
Professionalism at Work: Business Etiquette, Ethics, Teamwork,
and Meetings

Mary Ellen Guffey & Dana Loewy
Essentials of
Business
Communication 9e
© 2013 Cengage Learning ● All Rights Reserved
1
Defining Professional Behavior
Professionalism – the behavior or qualities that characterize a
professional person
Civility – courteous, polite, respectful conduct
Polish – a state of high development or refinement
Manners – acceptable rules
of professional and social
conduct

Mary Ellen Guffey & Dana Loewy, Essentials of Business
Communication, 9th Edition
Chapter 11, Slide 2
2
Defining Professional Behavior
Etiquette – acceptable behavior in professional and social
situations
Social intelligence – ability to interact well with others
Soft skills – personal qualities, habits, attitudes, communication
skills, social graces
Ethics – integrity, honesty,
desire to treat others with
respect and dignity
Chapter 11, Slide 3

3
Being Professional on the Job
Courtesy and Respect
Be punctual.
Speak and write clearly.
Apologize for errors or
misunderstandings.
Accept constructive criticism.
Provide fair and gentle
feedback.
Practice active listening.
Chapter 11, Slide 4

4
Appearance and Appeal
Demonstrate good hygiene and grooming.
Choose attractive business attire.
Dress and behave to project
professionalism and make
a good first impression.
Display proper business
and dining etiquette.
Chapter 11, Slide 5

5
Tolerance and Tact
Demonstrate self-control.
Stay away from public arguments and disagreements.
Eliminate biases and
prejudices.
Keep personal opinions
about others to yourself.
Avoid making snap judgments.
Chapter 11, Slide 6
6

Honesty and Ethics
Never lie.
Avoid conflicts of interest.
Pay for products and services promptly.
Don’t divulge confidential information.
Don’t badmouth competitors.
Take positive, appropriate
actions at all times.
Chapter 11, Slide 7
7
Reliability and Responsibility
Be dependable.
Follow through on commitments.

Keep promises and meet deadlines.
Perform work consistently and
deliver effective results.
Make realistic promises.
Chapter 11, Slide 8
8
Diligence and Collegiality
Deliver only work you are proud of.
Strive for excellence at all times.
Give customers more than they expect.
Be prepared for meetings and presentations.
Do what needs to be done.
Share your expertise.
Volunteer and network.

Chapter 11, Slide 9
9
0
Use emphasis
to express
meaning.
Adjust your
volume
and rate.
Control
your
pitch.
Work on

your voice
quality.
Improve
your
pronunciation.
Your voice is a
communication
tool.
Chapter 11, Slide 10
10
0
et cetera – not excetera
going to – not gonna
library – not library
supposedly – not supposably

Your voice is a
communication
tool.
Improve
your
pronunciation.
11
0
Do you sound enthusiastic, friendly, alert, happy, or positive?
OR
Do you sound controlling, frustrated, angry, slow-witted, bored,
or negative?
Your voice is a
communication
tool.

Work on
your voice
quality.
12
0
Avoid a flat, monotone voice.
Strive for a variety of pitch patterns.
Control
your
pitch.
Your voice is a
communication
tool.

13
Adjust your
volume
and rate.
0
Speak as loudly or softly as the occasion demands.
Don’t make your listeners strain to hear you.
Don’t speak too rapidly or too slowly.
Your voice is a
communication
tool.

14
Use emphasis
to express
meaning.
0
Stress those words that require emphasis.
A lower pitch and volume make you sound professional or
reasonable.
Your voice is a
communication
tool.
15

Use correct names and titles.
Choose appropriate topics of conversation.
Avoid negative remarks.
Listen to learn.
Give sincere and
specific praise.
Act professionally in social situations.
Positive Workplace Relations
16
Responding to Workplace Criticism
Listen without interrupting.
Determine the speaker’s intent.
Acknowledge what you are hearing.
Paraphrase what was said.
Ask for more information

if necessary.
Agree—if the comments
are accurate.
17
Disagree respectfully and constructively— if you feel the
comments made are unfair.
Look for a middle
position.
Learn from criticism.
Responding to Workplace Criticism

18
Offering Constructive Criticism
Mentally outline your conversation.
Use face-to-face communication.
Focus on improvement. Offer to help.
Be specific. Avoid broad generalizations.
Discuss the behavior,
not the person.
Use “we” rather
than “you.”

19
Offering Constructive Criticism
Encourage two-way communication.
Avoid anger, sarcasm, and a raised voice.
Keep it private.
20
Placing

Calls
Receiving
Calls
Telephone/Smartphone Etiquette
21
Making Calls Professionally
Plan a mini agenda.
Use a three-point
introduction.
Your name
Your affiliation
A brief explanation of
why you are calling
Be brisk if you are rushed.

22
Making Calls Professionally
Be cheerful and accurate.
Be professional and
courteous.
Bring it to a close.
Avoid telephone tag.
Leave complete voice-mail
messages.

23
Receiving Calls Professionally
Answer promptly and courteously.
Identify yourself immediately.
Be responsive and helpful.
Be cautious when answering
calls for others.
Take messages carefully.
Leave the line respectfully.
Explain when transferring calls.

24
Use good judgment in placing or receiving calls.
Initiate and answer calls only
where it is appropriate and safe.
Be courteous to those around
you.
Observe wireless-free quiet
areas.
Don’t multitask while on
your smartphone.
Using Smartphones for Business
25

Using Smartphones for Business
Speak in low, conversational tones.
Don’t take calls when
you’re in a face-to-face
conversation.
Don’t hold inappropriate
conversations in public.
Don’t talk or text while
driving.
Choose a professional
ringtone.
26
On the
Receiver’s

End
On the
Caller’s
End
Using Voice Mail Professionally
27
On the Receiver’s End
Don't overuse voice mail.
Set the number of rings appropriately.
Prepare a professional, concise, friendly greeting.
Example: Hi! This is Jackie Young of PMP Associates, and I
appreciate your call. You have reached my voice mailbox
because I'm either working with clients or on another line at the
moment. Please leave your name, number, and reason for calling

so that I can be prepared when I return your call.
28
On the Receiver’s End
Test your message.
Change your message as necessary.
Respond to messages promptly.
Plan for vacations
and other absences.

29
On the Caller’s End
Be prepared to leave a concise, complete message.
Use a professional, courteous tone.
Speak slowly; articulate your words.
Be careful with
confidential information.
Don't make assumptions.

30
Professional Groups and Teams
Better decisions
Faster response
Increased productivity
Greater buy-in
Less resistance to change
Improved employee morale
Reduced risks
Why Businesses Form Teams
31
Becoming a Valued Team Player
Blocking ideas and suggestions of others

Insulting and criticizing others
Wasting the group’s time
Making inappropriate jokes
and comments
Failing to stay on task
Withdrawing, failing to
participate
Negative Team Behaviors
32
Becoming a Valued Team Player
Setting rules and abiding by them
Analyzing tasks and defining problems
Contributing information and ideas
Showing interest by listening actively
Helping to resolve
differences

Synthesizing points
of agreement
Positive Team Behaviors
33
Characteristics: Successful Teams
Small size, diverse makeup
Agreement on purpose
Agreement on procedures
Ability to confront conflict

34
Characteristics: Successful Teams
Use of good communication techniques
Ability to collaborate rather than compete
Shared leadership
Acceptance of ethical
responsibilities

35
Productive Business Meetings
During
the
meeting
Before
the
meeting
Ending the
meeting and
following up
36

Determine your purpose.
Decide how and where to meet.
Organize an agenda:
During
Ending and
following up
Before
Date and place
Start and end times
Topics
People responsible
Time for each topic
Meeting preparation
37
Typical Meeting Agenda

38
Invite participants.
Prepare the meeting
location and materials.
During
Ending and
following up
Before

39
Start the meeting on time.
Introduce the meeting:
Before
Ending and
following up
During
Possible solutions
Tentative agenda
Ground rules
Meeting goals
Meeting length
Background

40
Sample Ground Rules
Arrive on time.
Communicate openly.
Be supportive and keep an open mind.
Listen carefully and participate fully.
Don’t monopolize.
41

Sample Ground Rules
Confront conflict frankly.
Refrain from personal attacks or put-downs.
Follow the agenda.
Turn off cell phones.
Follow parliamentary procedure.
42
Move the meeting along.
Encourage all to participate.
Discourage monopolizers.
Avoid digressions.
When the group reaches consensus, summarize and ask for
confirmation.
Before
Ending and

following up
During
43
If conflict develops, encourage each person to speak and let
groups decide on a direction to follow.
Control dysfunctional
group members.
Before
Ending and
following up
During

44
Controlling Dysfunctional Members
Lay down rules
Seat potentially dysfunctional members strategically
Avoid direct eye contact
Assign dysfunctional members specific tasks
Give praise and encouragement.
Before
Ending and
following up
During

45
Conclude the meeting at
the agreed time.
Summarize decisions.
Review deadlines and
responsibilities for action
items.
During
Before
Ending and
following up

46
For small groups, try "once around the table."
Thank the group; establish a time for the next meeting.
Return the room to a neat appearance; vacate promptly.
During
Before
Ending and
following up
47

Distribute minutes.
Check to see that all
assigned tasks are
completed by
agreed-upon deadlines.
During
Before
Ending and
following up
48
Meeting Minutes
Meeting minutes may include the following:
Date, time, location of meeting
List of participants and absentees
Details about each agenda item

(main discussion points, outcomes, assignments, etc.)
Items to discuss at
future meetings
49
“Teamwork divides the task and multiplies the success.”
--Author unknown

50
END
Essentials of
Business
Communication 9e

51
Chapter 10
Proposals and Formal Reports
Essentials of
Business
Communication 9e

1
Understanding Business Proposals
Definition
Proposal: a persuasive offer to solve problems, provide
services, or sell equipment
Chapter 10, Slide 2
2

Kinds
Internal
May take the form of justification/
recommendation reports
External
Solicited: responding to RFP
Unsolicited: prospecting for business
Chapter 10, Slide 3
3
Kinds

Formal
long, many parts
Informal
shorter, six main parts
Chapter 10, Slide 4
4
Informal proposals
are usually presented in 2- to 4-page letters or memos and have
six main parts.
Introduction
Background
Proposal
Staffing
Budget
Authorization request

Informal Proposals
Chapter 10, Slide 5
5
Introduction: explains purpose, introduces author, and captures
reader’s interest
Background: identifies problems and goals of project
Proposal: discusses plan
and schedule for solving
existing problem
Informal Proposals: Six Parts
Chapter 10, Slide 6

6
Staffing: describes credentials and expertise of project leaders
Budget: indicates project costs
Authorization: asks for approval to proceed
Informal Proposals: Six Parts
Chapter 10, Slide 7

7
Formal proposals include all the basic parts of informal
proposals but may have additional parts.
Formal Proposals
Chapter 10, Slide 8
8
Possible additional parts:
Copy of RFP
Letter or memo of transmittal
Abstract and/or executive summary
Title page
Table of contents
List of figures
Appendix
Formal Proposals

Chapter 10, Slide 9
9
Parts of Formal and Informal Proposals
Budget
Authorization
Appendix
Generally appear in both
formal and informal proposals:
Staffing
Optional in informal proposals:

Schedule
Background, problem, purpose
Introduction
List of figures
Table of contents
Title Page
Abstract or summary
Letter of transmittal
Copy of RFP (optional)
10

Understanding Business Reports
Definition
Business Report
Product of thorough investigation and analysis
Presents vital information to decision makers in business,
industry, government, and education
11
Understanding Business Reports
Report Writing Process
Prepare to write.
Research secondary data.
Generate primary data.
Document data.
Organize, outline, and
discuss data.
Illustrate data.

Present final report.
12
Preparing to Write
Define the purpose of the project.
Limit the scope of the report.
What constraints influence the range of your project?
How will you achieve your purpose?
How much time and space do you have?
How accessible is your data?
How thorough should your research be?

13
Preparing to Write
Write a statement of purpose to describe the following:
Goal
Significance
Limitations
Use action verbs.

14
Statement of Purpose
The purpose of this report is to explore possible locations for
expansion. The report will consider economic data, general
costs, consumer demand, and local competition. This research is
significant because for our company to survive, we must grow.
This report won’t consider specific start-up costs or traffic
patterns, which will require additional research.
15
Primary v. Secondary Data
Primary Data: come from firsthand experience and observation
Secondary Data: come from reading what others have

experienced or observed and written down
Nearly every research project
begins with investigating
secondary data.
16
Researching Secondary Data
Print Resources
Books
Periodicals
Bibliographic indexes such as Reader’s Guide
Electronic Databases
Collections of information accessible by computer and digital

searchable
Examples:
ABI/Inform
Factiva
LexisNexis
EBSCO
17
Researching Secondary Data
The Web
Product/service information
Public relations materials
Mission statements
Staff directories
Press releases
Company news

Article reprints
Stock and financial data
Employment records
18
Web Search Tips and Techniques
Use two or three search tools.
Know your search tool.
Understand case sensitivity in keyword searches.
Use nouns as search words
and as many as eight words
in a query.

19
Web Search Tips and Techniques
Combine keywords into phrases.
Omit articles and prepositions.
Use wildcards.
Proofread your search words.
Save the best.
Keep trying.

20
Blogs and Microblogs
Used by business researchers, students, politicians, and the
media to share and gather information
Can provide honest consumer feedback fast and inexpensively
21
Social Media
Used by businesses to communicate with customers, generate
customer feedback, provide information to customers, and

market products and services
Inexpensive source of
data and research
22
Generating Primary Data
Surveying
Interviewing
Observing
Experimenting

23
Surveying
Advantages:
Economical and efficient way to gather data
Ability to reach large audiences
Data collected tends to be accurate
Disadvantages:
Response rate is generally low
Responders may not represent general population
Some responses are not truthful

24
Interviewing
Locate an expert.
Prepare for the interview.
Maintain a professional attitude.
Ask objective, friendly questions.
Watch the time.
End graciously.

25
Observing
Plan ahead.
Get necessary permissions.
Be objective.
Quantify observations.
26

Experimenting
Develop rigorous research design.
Pay attention to matching experimental and control groups.
27
Why document data?
To strengthen your argument
To instruct the reader
To project yourself against
charges of plagiarism
Documenting Data

28
What to Document
Another person's ideas, opinions, examples, or theory
Any facts, statistics, and graphics that are not common
knowledge
Quotations of another person's actual spoken or written words
Paraphrases of another person's spoken or written words
Documenting Data

29
How to Paraphrase
Read original material until you comprehend its full meaning.
Write your own version without looking at the original.
Avoid using grammatical structure of the original.
Reread to make sure you have covered all main points.
Documenting Data
30
Using Citation Formats

Modern Language Association (MLA)
American Psychological Association (APA)
See Appendix A to learn
how to use these formats.
Documenting Data
31
Organizing Report Data

32
Organizing Report Data
33
Outlining Report Data
The main points used to outline a report often become the main
headings of the written report.

Major headings
centered and typed in bold font
Second-level headings
start at the left margin
Third-level headings
indented, becoming part of the paragraph
34
Illustrating Report Data
Why use visual aids?
To clarify data
To create visual interest
To make numerical data meaningful
To make information more understandable and easier
to remember

35
Illustrating Report Data
Most common types of visual aids
Tables
Charts
Graphs
Photographs

36
Table
To show exact figures and values
Matching Visuals With Objectives
37

2009
Bar Chart
To compare one item with others
38
Line Chart
To demonstrate changes in quantitative data over time

39
Pie Chart
To visualize a whole unit and the proportions of its components

40
Flowchart
To display a process or procedure
41
Organization Chart
To define a hierarchy of elements or a set of relationships

42
Photograph, Map, Illustration
To achieve authenticity, to spotlight a location, or to show an
item in use

43
Incorporating Graphics in Reports
Evaluate the audience.
Use restraint.
Be honest and ethical.
Introduce a graphic meaningfully.
Choose an appropriate caption or title style.
Give credit to source if appropriate.

44
Presenting the Final Formal Report
Prefatory Parts
Title page
Letter or memo of transmittal
Table of contents
List of figures
Executive summary
45
Body of Report
Introduction
Background
Problem or purpose
Significance and scope
Sources and methods

Organization
Discussion of findings
Summary, conclusions, recommendations
46
Supplementary Parts of a Formal Report
Footnotes or endnotes
Works Cited, References, or Bibliography
Appendix

47
Parts of Formal Reports
Letter of transmittal
Table of contents
List of figures
Executive summary
Introduction
Body
Conclusions
Recommendations
Appendix
Bibliography

Title page
Cover
Generally appear in both
formal and informal reports:
Optional in informal reports:
48
“Success seems to be connected with action. Successful people
keep moving. They make mistakes, but they don't quit.”
--Conrad Hilton
American hotelier

49
END
Essentials of
Business
Communication 9e

50
Chapter 2
Management Theory and Organizational Communication
Zaremba/Organizational Communication, 3e, © 2010, by Oxford
University Press, Inc.
*
Chapter PreviewExplain what is meant by a theoryDiscuss the
practical relevance of examining theoriesDescribe the four
stages of the Hawthorne StudiesIdentify the principles of
various organizational and management theoriesExplain the
relevancy of human communication and psychological theories

toward the evolution of organizational communication studies
*
Demystifying TheoriesTheories provide us with a practical
understanding about the nature of realityTheories explain why
events happen a certain wayTheories help us make predictions
about the futureTheories help guide us toward the future by
giving us some level of control over it
*
Symbiotic TheorySymbiosis suggests an intimate association
between dissimilar organismsOrganizational theories may
appear to be unrelated to one another, but when viewed as a
whole they can help us understand better how to research and
understand organizational behavior
*

Classical Theory of ManagementLooks at organizations as
machinesFigured that the best way to design an organization is
to structure it in the most efficient mannerEmployees are
considered “parts” of the machineClassical managers were
concerned about the best process for production activities and
how to best explain these tasks and the policies that govern
work
*
Frederick Taylor and Scientific ManagementTaylor wrote a
famous book: The Principles of Scientific ManagementArgued
that poor management results in wasted human effortArgued
that any job could be completed scientifically and that through
scientific management practices, human effort could be
maximized
*
Scientific Management:
Soldiering and Systematic SoldieringWorkers are inherently

lazy and will underperform without precise directionThere are
no additional monetary incentives for increasing productivity
rather than hourly wageQ1: Why should someone work harder
when they receive the same pay as slower workers?Hourly work
discourages performance because employees fear “rate-busting”
and are discouraged by peersBrought about “time and motion”
studies as a means of discovering the “one best way” of doing
things
*
Scientific Management and CommunicationEmployees need to
be aware of their tasksManagement needs to know the best way
to do those tasksManagement alone should articulate the best
way to do a task and the rules that govern work
*
Henri Fayol’s
Principles of Management
University Press, Inc.Fayol wrote General and Industrial
ManagementBelieved that management had responsibilities

other than managing and overseeing work practicesCame up
with a list of fourteen principles and five elements of
management
*
14 Principles of Management
Division of work
Authority and responsibility
Discipline
Unity of command
Unity of direction
Subordination of individual interest to general interest
Remuneration of personnel
Centralization
Scalar chain
Order
Equity
Stability of tenure and personnel
Initiative
Esprit de corps
*
Fayol’s Five Elements

of Management
Planning
Organizing
Command
Coordination
Control
*
The Scalar Chain and the Gangplank
University Press, Inc.The scalar chain refers to the hierarchical
chain of commandFayol believed that the chain of command
should be followed in most cases, but that the chain can
sometimes be slowArgued that a gangplank could be used to
link departments to remedy this problem (see Figure 2.1)
*
The Scalar Chain and the Gangplank
*

Fayol and Interdepartmental Communication
University Press, Inc.Communication between departments is
necessary as illustrated by the “gangplank”Organizational
departments resist interdepartmental communicationEach one is
concerned about its own welfare and takes cover from
responsibilityWeekly meetings with department heads would
remedy this problem by forcing departments to work together,
especially in the presence of a “higher authority”
*
Early Assumptions About Organizational Behavior
University Press, Inc.Fayol argued that oral communication is
more effective overall than written communication because it is
quicker and allows for clarification more easilyFayol argued
that “command” involved nonverbal elements of
communicationWhen managers act responsibly, they set
examples about proper behavior; unfortunately, this works with
improper behavior as wellTaylor suggested that there are many
“plums” that can be offered to increase motivation besides
monetary improvements

*
The Four Segments of the Hawthorne Studies
University Press, Inc.Researchers varied lighting intensity in
the first studyThe second segment, called the relay assembly
studies, varied working conditionsThe third segment involved
interviewing 21,000 workers about work conditionsThe final
segment was called the bank wiring phase, which tested the
employees’ ability to self-manage tasks.
*
Conclusions from the Hawthorne Studies
The first two segments suggest that employees change behavior
when observed, a notion now known as the Hawthorne Effect
Employees are capable of making their own decisions and desire
making and regulating their own rules
Ultimately, there may be some value in allowing upward
communication in the workplace
*

Human Relations Theory
Created in the 1930s as a direct response to the Hawthorne
Studies
Human relations theorists assumed that under the right
conditions, work could be enjoyable
They argued that workers are motivated by needs other than
money
There is ample evidence to support these notions, even today
*
Criticisms of Human Relations Theory
Too much emphasis on the employee
Managers misunderstood and misused the theory
They manipulated employees by offering bogus praise
Misuses ultimately diluted the theory’s impact by offering
superficial praise, causing it to be counterproductive
*

Human Resources Theory
Resulted from a critical assessment of human relations theory
by Raymond Miles
Miles argued that although many people touted human relations
approaches, they were rarely meaningfully implemented
*
Assumptions of Human Resources Theory
Employees are as capable as management in making meaningful
contributions in the workplace
Managers have the responsibility to cultivate a climate that will
facilitate employee contributions instead of just acknowledging
the contributions as a way to gain cooperation
*
Douglas McGregor
Assumed managers look at employees in one of two ways
similar to the classical theory approach and the human
relations/human resource approaches of management

Labeled these perspectives Theory X and Theory Y
*
Theory X Assumptions
People dislike work and will avoid it when possible
Workers are not ambitious and prefer direction
Workers do not seek responsibility and are not concerned with
overall organizational needs
Workers must be directed and threatened with punishment to
achieve organizational productivity
*
Theory Y Assumptions
Under the right conditions, work can be as natural as play
Workers are ambitious and prefer self-direction
Workers seek responsibility and feel rewarded through their
achievements
Workers are self-motivated and require little direct supervision
Workers are creative and capable of organizational creativity

*
Maslow’s Hierarchy of Needs
Self-Actualization
Esteem Needs Recognition and Status
Social Needs
Sense of Belonging - Love
Safety Needs
Security - Protection
Physiological Needs
Hunger - Thirst
*
Herzberg’s Motivation-Hygiene Theory
Two factors increase motivation
Hygiene factors include those necessary for health
Good pay and benefits, understandable organizational policies,
and effective technical supervision
Motivation factors include those inherent to internal work
satisfaction
Responsibility, challenging work, opportunity to advance, and
recognition for distinctive performance

*
Contingency Theorists
People are individuals and as such are motivated by different
things
What is valued by one employee might not be valued similarly
by another employee
Formal and informal relationships, personality styles, and
varying needs of employees all contribute to a need for different
motivational methods, thus defining contingency theory
*
Problems with Theory Y
Assumes that all people are the same and would enjoy work
under the right circumstances
There are some who would ultimately enjoy a life of leisure
Assumes that it is possible to always have workers working
“under the right conditions”
Not all jobs can be made interesting to all people
*

Chapter 3
Theoretical Foundations: Systems, Culture, and Power
*
Chapter PreviewExplain systems theoryDefine key terms in the
language of systems theoryExplain cultural theoryExplain the
differences between functionalists and interpretivistsDiscuss
critical theory and its key termsDiscuss how to apply these
theories to analyze organizational communication cases
*
Systems Theory
Systems theorists argue that an organization must be viewed as
a composite of interdependent units that must work
cooperatively with one another to survive
They should be viewed as open systems, which means that they

must allow communication with both their internal and external
environments to thrive
*
Systems Theory Terms
Open and closed systems
Systems must allow input or resources from outside sources to
survive
Hierarchical ordering
All systems are composed of subsystems that work within
suprasystems
Relevant environment
The part of the external environment that is most relevant to
the system’s environment
*
Permeability: Input/output and throughput
All systems must allow their boundaries to be permeable,
meaning that they must allow for information flow between one
subsystem and another and from the relevant environment to the
focal system

Information processed through a system is called throughput,
and that which is exported beyond the system is called output
*
Entropy and negative entropy
Systems are similar to living organisms: To survive, they must
have permeable boundaries at which to exchange information
with their outside environments
Entropy or breakdowns occur when the boundaries are not
permeable
Negative entropy is a desired end
*
Requisite variety
Diverse and multiple sets of inputs cannot be addressed by a
simple approach to dealing with that complexity
There must be a variety of resources available for inputs to be
managed

*
Homeostasis
A system must respond to its communicated input so that it
achieves a balanced state
Equifinality
Suggests that there are multiple methods that can result in the
same outcome
*
Learning Organizations
Learning organization
One that is “continually expanding its capacity to create its
future” (Peter Senge, The Fifth Discipline)
In other words, this type of organization allows information to
be shared within its relevant environments, which allows it to
grow qualitatively
*

Systems Theory
*
Cultural Theory
A perspective that assumes that organizations create their own
identities that affect organizational life and success
Functionalists consider organizational culture to be a function
of communication messages generated by management
Interpretivists disagree, suggesting that organizational culture
emerges from the communication activity of all organizational
members
*
Deal and Kennedy
1982 book Corporate Culture: Rites and Rituals of Corporate
Life

Argued that an organizational culture is a composite of its
environment, espoused values, identified heroes, established
rites, and customary rituals
Maintained that informal communication systems promote and
maintain corporate values
Work was important in that it helped identify and define
organizational culture, explained elements of culture, and
acknowledged the importance of communication as a factor that
creates and maintains culture
*
Peters and Waterman
Wrote In Search of Excellence: Lessons from America’s Best
Run Companies
Identified cultural trademarks that are shared by successful
companies
Argued that organizations would be wise to instill these
trademarks to help ensure success
*
Peters and Waterman
Eight Trademarks of Successful CompaniesA bias for
actionClose relations to the customerAutonomy and
entrepreneurship Productivity through peopleHands-on, value

drivenStick to the knittingSimple form, lean staffSimultaneous
loose/tight properties
*
Critical Theory
Critical theorists are concerned with the abuse of power and
work to eliminate oppressive practices
They consider organizations as “sites of domination” and that
communication can be used as a tool for abuse.
*
Critical Theory
Potential communication related abuses include:
Privileging certain members over others
Controlling access to technology and stipulating the rules for its
use
Determining the communicative processes that are employed for
decision making
Prescribing the chain of command, thereby legislating who
should talk to whom

Using language as a means to debilitate employees
*
Terms Used by Critical Theorists
Ideology
Beliefs of employees about the normal and natural order of
things, which might not be normal or natural
Manufactured consent
Accepting and perhaps even buying into subjugating ideologies
Hegemony
The domination of one group by another, leading the oppressed
group to accept or even support the ideology of the group in
power
Emancipation
The goal of critical theorists to liberate those who are oppressed
*
Multiple Stakeholder Theory
of Deetz and Cheney
Organizations should reconfigure including employees and
stakeholders both as stakeholders

Creation of a democratic workplace encourages people to
contribute to the organization’s activities and to collaborate
toward organizational goals
*
Problems with Critical Theory
It assumes that the critical theorists’ ideology is the correct one
Critical theory intimates that organizations can be divided into
three distinct groups—oppressors, oppressed, and enlightened—
which is not an accurate depiction of humankind
The objective of emancipation is challenging and may, in the
final analysis, create other hegemonic abuses
*
Feminism and Critical Theory
Organizations have certain perceptions of appropriate roles for
women and men
Feminist critics argue that male voices are privileged over
others
This makes it harder for women and other minority groups to
function and advance at work

*
SummaryCommunication Theories should be as
symbioticApplications of Critical, Cultural, Systems, Human
Resources, and Classical can all be elucidating when examining
communication problems in organizations
*
Chapter 6
Communication Networks
*
Chapter PreviewExplain the distinction between messages and
networksDefine the following:internal and external
networksupward, downward, and horizontal networksformal and
informal networksDescribe the importance of each type of

networkExplain the problems related to using each type of
networkEvaluate the quality of communication networks that
exist in an organization with which you are familiar
*
What Are Communication Networks?Organizations require
routes to facilitate the transfer of informationNetworks are the
communication systems that are used to deliver messagesThere
are three basic network systems
External and internal
Formal and informal
Upward, downward, and horizontal
*
External and Internal NetworksExternal networks are the
channels that carry information from within the organization to
the outside environment or vice versaExamples include
advertising, public relations messages, and customer support
Web sitesInternal networks carry information between
organizational membersThese can be intradepartmental or
interdepartmental

*
Formal and Informal NetworksFormal networks are those that
are prescribed by the organizationThese are the channels that
conform to organizational charts and involve the official “chain
of command”For a myriad of reasons, formal networks
sometimes fail to work as depictedManagers should work to
ensure that prescribed channels are available as conduits for
sending and receiving information
*
Formal and Informal NetworksInformal networks are those
channels that are not prescribed by the organization, typically
called the grapevineThe grapevine is basically a set of people
who informally exchange information with one another along
lines that are not prescribed by the organization or management
*

Development of Informal NetworksInformal networks usually
develop without organizational guidanceThe structure and
layout of buildings can affect informal networksCommon
hobbies and activities play a large part as wellEven formal
relationships or work processes can foster informal networking
between employees
*
Individual Roles People Play in Informal
NetworksIsolatesIndividuals who are essentially “out of the
loop” of the networkBridgesPeople who are members of a
department and serve as links between their department and
othersLiaisonsPeople who link together two departments, but
are not members of either one
*
Traffic, Speed, and Accuracy of Informal NetworksInformal
links between people at all levels of an organization allow
accurate information to spread quicklyUnfortunately, this speed
and accuracy might cause people to second-guess the utility of

the formal network
*
Credibility of Informal NetworksPeople employ informal
connections to discover what messages really meanFor example,
when one steps down from a position of power, people will try
to figure out why instead of taking a formal message at face
value
*
The Conversation Value ModelEveryday conversations have
value: Talk is not cheapWhat might seem to be trivial
conversations “are actually the building blocks of social life and
are quite consequential to how we order and make sense of our
world”Word of mouth is an important factor in disseminating
information and companies would be smart to track and measure
these messages to examine the quality of their media and
marketing initiatives

*
Managing Informal NetworksMany managers try to eliminate
informal networksThe grapevine is resilient against these
effortsEmployees have a strong desire for informationAny
attempt to eliminate the informal network might actually
increase activity within it
*
Formal and Informal Networks
“A lie can be halfway around the world before
the truth has its boots on.”
--James Gallagher, British politician
Organizational Communication: Foundations for Business and
Management, 2e Thomson, 2006 ©
(continued)

Figure 5.1: Types of Grapevine Patterns
Managing Informal NetworksGetting information out through
formal channels reduces the need for grapevine
communicationDownward, upward, and horizontal networks
should be kept openManagers and supervisors should maintain
supportive relationships with their subordinatesManagers should
communicate an awareness and acceptance of the grapevine
*
Upward, Downward, and Horizontal Networks
Upward NetworksCarry information from subordinates to
superiorsThey are often the least-used formal channelHowever,
they are valuable resources for management if understood and
used effectively

*
The Value of Upward NetworksPeople at lower levels are privy
to information that upper levels needInformation about
equipment failures and other problems need to be addressed
quickly for smooth operationsUpward feedback allows managers
to assess information transmission and understandingEmployees
might have valuable suggestions for improvementsExpertise and
knowledge exists at all levels and should be tapped as a
resource
*
Problems with Upward Networks
They rarely exist or aren’t used to capacity
People are reluctant to use upward networksLower level
employees fear being the bearer of bad newsMany people
dislike criticism and fear rejectionManagers therefore, are
sometimes reluctant to solicit information that might be
bruising
*

Problems with Upward Networks
Information management from lower levels can be a daunting
taskKnowing what information to use and what not to use is not
an easy task
Employees might not have the skills to communicate
information effectively
Management’s need to exaggerate accomplishments and
downplay problems to others discourages a culture that solicits
and values upward communication
*
Feynman’s Theory of
Upward NetworksPeople have valuable information but don’t
necessarily know how to communicate that upwardManagers
might deliberately suppress upward information if viewed as
working against maintaining resources or devaluing
departmental or managerial image
*

Suggestion Systems
Support from top management
A responsible program administrator
Well-communicated instructions for its use
Timely and meaningful feedback for those who participate in
the program
University Press, Inc. To be effective, any support system for
upward communication should have:
*
Downward NetworksThe most likely type of network to be
formalizedValuable only if information reaches its
destinationsShould not be considered “one-way” streets
*
Serial Transmission

Information travels through different people before it reaches
its target audience.These serial links foster message distortion
*
Categories of Serial Distortions
Adding Adding on to the original message
LevelingAbridging messages
SharpeningSensationalizing messages
AssimilatingMaking messages more palatable to recipients
*
Horizontal NetworksLess common at lower levels of
organizationsLinks between employees are often not utilized
because there tends to be a “silo mentality” in organizations
that suggests that departments function independently of other
departments
*

Horizontal NetworksHorizontal networks are needed for
organizational penetrationPenetration involves
interdepartmental awareness of the needs, problems, and
conditions of each department and related contractorsThis
allows an organization to anticipate and curb problems before
they happen
*
SummaryAll organizations have both formal and informal
communication networks that must be managed and
utilizedDownward communication networks are the most
utilized formal networks, but valuable information can come
from lower levels up to management, or from horizontal
networks that link departmentsManaging information networks
is important for ensuring that problems don’t get out of hand,
and that future courses of action involve collective
organizational commitment
*

Los Angeles Galaxy
Table of Contents
· Executive Summary
· Introduction
· Human Relations
· Communications
· Intercultural
· Ethics
· Conclusion
· Works Cited
Executive Summary
The organization that I selected is the Los Angeles Galaxy. The
Los Angeles Galaxy is a Major League Soccer Team located in
the Los Angeles County Area in California. The organization
provides a Professional Soccer Team right in the LA area and
Soccer fans around SoCal have the opportunity to come and
watch the team play. Los Angeles Galaxy besides being a
Professional Soccer Team also has academy teams for boys and
girls. They also provide Soccer clinics to the public and are
willing to help the local Soccer teams as they invite them to
come experience a Soccer game. The person who owns the team

is Philip F. Anschutz while the President and CEO is Dan
Beckerman. The Los Angeles Galaxy’s President and General
Manager in Chris Klein and Pete Vagenas are former Los
Angeles Galaxy players and want to improve and grow the fan
base for the team. They operate and run things as they are
always trying to do what is best for the organization as a whole.
The Los Angeles Galaxy is the second most valuable Major
League Soccer Team as the organization is worth $265 Million
and brought in $58 Million in (Forbes). It is the most successful
team in all Major League Soccer and are known to start trends
that other Major League Soccer teams like to follow. Two
examples were when the LA Galaxy were the first in all the
league to sign a Superstar, the Galaxy signed David Beckham
and not only made the team win championships but also
attracted more people to come watch the LA Galaxy. The second
example was when just this past October the LA Galaxy
launched a fully funded Girls Academy teams as they were
again the first in all Major League Soccer to do. One can say
LA Galaxy likes to be the team that everyone tries to emulate as
the LA Galaxy is the best team in history and in the league.
Many teams are trying to now sign up to 3 star players to try to
compete with the LA Galaxy and now the league has at least 1
International star on each team.
Here is the Organization Chart for the Los Angeles Galaxy:
Philip F. Anschutz- Owner Dan Beckermen-
President & CEO
Chris Klein- President Pete Vagenas- GM & VP
Ops. Thomas Braun- VP Bus.
Introduction
The Los Angeles Galaxy, mostly known as the LA Galaxy,
is an American Professional Soccer Club Team that competes in
the Soccer league called Major League Soccer. The team
competes in the Western Conference and are located in the city
of Carson, California. The Los Angeles Galaxy is the second

most valuable Major League Soccer Team as the organization is
worth $265 Million and brought in $58 Million in (Forbes). The
Los Angeles Galaxy has had a lot of success in the Major
League Soccer as it is the most successful Major League Soccer
team. It has won the most Major League Soccer Cup 5 times and
has appeared 9 times in the Major League Cup Finals which is
the most by any Major League Soccer Team in the Major
League Soccer’s history. The LA Galaxy is tied for having the
most Supporter Shield Trophy’s in which the trophy is given to
the team who has had the best record of a Major League Soccer
season in which the LA Galaxy has won the trophy 4 times. The
LA Galaxy came second in Forbes list of Most Valuable MLS
Teams in 2016 as they were valued at $265 million (Forbes
Releases Annual MLS team Valuations as Seattle and LA Lead
the Way). Not only was this impressive but they brought in the
most revenue in all Major League Soccer with $58 million in
revenue which is $6 million more than the team who came in
second (Major League Soccer's Most Valuable Teams 2016:
New York, Orlando Thrive In First Seasons ).
LA Galaxy has also been successful because of its recruitment
internationally, mainly from Europe. The LA Galaxy has gone
out and recruited some top quality players over the years such
as David Beckham, Robbie Keane, Steven Gerrard and recently
Giovani Dos Santos. These guys were a huge help and were part
of LA Galaxy team’s that had won trophies. Not only did David
Beckham and Robbie Keane win trophies but Robbie Keane has
been the best Designated Player in MLS History (Robbie Keane
Easily Has Been the Best Designated Player in MLS History).
The players that the LA Galaxy get from Europe has helped
them to achieve greatness and trophies in the Major League
Soccer. David Beckham was the first designated player to come
not only to the LA Galaxy but to Major League Soccer. He
paved the way for other international stars to come and play
their Soccer in the United States. The designated player rule is
also called the David Beckham rule because he was one of the
first soccer international player to come and play in the Major

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