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Test Bank For Organizational Communication Approaches and Processes 7th Edition
Test Bank For Organizational Communication Approaches and Processes 7th Edition
Activity 2.1: To illustrate the concept of a metaphor and how it shapes our thinking, have students divide into groups
and develop metaphorical thinking by completing the sentence, "An organization is like a __________ because ...” It
is usually helpful to provide or assign some options for these metaphors. For example, you might ask them to
consider the ways in which an organization is like a prison, a game, a symphony, a body, an ocean, a computer, or a
host of other possibilities. After groups have generated their metaphors, have them present them to the class, then
talk about the value of metaphors for highlighting aspects of a phenomenon that we might not otherwise think of.
Also illustrate that metaphors obscure aspects of a phenomenon by discussing ways in which organizations are not
like the metaphor objects they considered.
Activity 2.2: A number of movies are helpful in illustrating the concepts of classical management. These include
the first 12 minutes of the Charlie Chaplin film, Modern Times, the opening minutes of Brazil, and assorted clips
from Joe versus the Volcano. These brief clips are helpful in illustrating the features of a classical organization. The
clips can be discussed in terms of its illustration of basic machine metaphor concepts or in terms of the specific
tenets of theorists such as Weber, Fayol, or Taylor.
Activity 2.3: In groups, have students identify what specific machine an organization is most like (e.g., a car? a
vacuum cleaner? a smart phone?). Have them defend their choice, either verbally (e.g., an explanation of why an
organization is like that particular machine) or visually (e.g., draw a picture of how the machine represents the
organization).
Activity 2.4: Have students observe an organization (outside of class) that exemplifies some of the principles of the
classical approach. Two observation sites that work well are fast-food restaurants and various "people-processing"
spots on campus (e.g., registration, financial aid office, parking permit office). After observing, have students take
the perspective of a classical theorist (Fayol, Weber, or Taylor) and generate recommendations for improving the
efficiency and effectiveness of the organizational process they observed. These recommendations can be generated
by the class as a whole (if the same site was observed), in groups, or in individual papers. After considering ways to
improve the organization (a la classical principles), students should also consider how these suggestions might prove
detrimental to employees or to the organization as a whole.
Activity 2.5: Ask students to describe the organization of their university according to the principles of a particular
classical theorist (e.g., Fayol, Weber, or Taylor). Have them first consider what type of machine metaphor best
describes their university. Then, ask students to match components of the organization to the tenets of the selected
theory.
1. Several potential pitfalls could be identified that may be cause for concern to the Burger Barn executives. The
increased turnover rate is an indicator that workers are unhappy with their work despite Burger Barn’s claim that
having three workstations would keep the workers from becoming bored. While there is a large labor market in the
community capable of doing this type of work, Creamy Creations may have difficulty attracting workers if the
turnover rate remains so high. In addition, the amount of resources devoted to training so many new workers could
become an issue. Finally, since most of the workers are new and unskilled, it is unlikely they are working at peak
efficiency, which may be another potential reason for the bottleneck at the toppings station.
Another area of concern centers around customer attitudes about the product. While sales have increased somewhat
since the Burger Barn executives implemented their changes, the standardization of the product could harm the
concept of fancy, individualized ice cream confections that have drawn a loyal following. Creamy Creations
appears to be losing that base of loyal customers who found it to be a friendly place. They are being replaced by “to
go” customers, which has changed the nature of the business. Creamy Creations is in danger of losing its
uniqueness.
2. Fayol’s principle of the scalar chain is evidenced in the Burger Barn executives making a top down decision about
the workstation setup. The principle of a division of labor is reflected in assigning workers to a specific workstation.
Decision making also appears to be centralized with the Burger Barn executives. Weber’s similar principles of
division of labor and centralization are apparent in this case. Taylor’s Theory of Scientific Management is clearly
represented. The Burger Barn executives clearly conducted time and motion studies to determine the one best way
to create an ice cream confection. They do not seem too concerned about the proper selection of workers since they
view the jobs at Creamy Creations as unskilled positions. They do feel it is important that they train workers for all
the workstations. Burger Barn’s lack of regard for the workers and their opinions demonstrates a belief in an
inherent difference between management and workers.
The advantages of the classical approach are evidenced through an increase in efficiency. Creamy Creations is able
to serve more customers more quickly than before allowing its profit margin to increase. The ice cream parlor is
more organized and some of the confusion in getting customers’ orders filled appears to have been eliminated.
The disadvantages of the classical approach are demonstrated through the increase in the employee turnover rate.
In addition, although no measure of customer satisfaction is reported, it is likely the customers are happier that they
can get their ice cream faster, but they no longer appear to have a reason to stay and probably do not view Creamy
Creations as a friendly place. That could have a negative consequence on profitability in the long run.
3. Information that should be gathered in an assessment about the likely future of Creamy Creations could include
customer satisfaction with the product, customer satisfaction with the atmosphere in the ice cream parlor, customer
satisfaction with the speed and efficiency of service, and employee job satisfaction. Predictions about findings from
these data might include low satisfaction with the product and the atmosphere in the parlor, high satisfaction with
the speech and efficiency of the service, and low employee job satisfaction.
The recommendations that might result from these findings may inform the Burger Barn executives that they need to
pay more attention to the reasons why the turnover rate is increasing. Is it because using a multiple workstation
setup is too difficult and complicated? Is it because the workers no longer feel like Creamy Creations is a friendly
place to work?
In addition, the executives may want to pay some attention to how customers feel about Creamy Creations beyond
looking at its profitability. In their effort to increase efficiency, have the Burger Barn executives destroyed what
made Creamy Creations a unique place? What message have they communicated by implementing a scientific
management model?
TEST ITEMS (corresponding text page number is listed for each item)
True/False Items
T 1. The number of people supervised by a manager is known as his/her span of control. (p. 20)
T 2. Classical management principles are clearly used in today’s organizations such as the military. (p.
32)
F 3. According to Fayol, an effective organization is loosely structured where no one really knows
their place. (p. 22)
T 4. Taylor's Theory of Scientific Management proposes that time and motion studies can determine
the most time-efficient way to do a job. (p. 27)
F 5. Fayol's Principles of Management provide an accurate description of what managers actually do
on the job. (p. 20)
F 6. Weber believed that rules are most effective when they are retained flexibly in oral form. (p. 24)
F 7. Systematic soldiering was Taylor's way of breaking up the social interaction in work groups that
often led to slowed production. (p. 28)
F 8. Communication in classical organizations tends to flow horizontally through the hierarchy. (p. 30)
T 9. Communication in classical organizations is highly formal and standardized. (p. 30)
F 10. Organizations today rarely follow Taylor’s ideas about fitting the job to the individual. (p. 33)
2. Horace manages a fast food restaurant and never worries too much about treating his employees well,
because he knows the local high school is full of students willing to work for minimum wage. What
principle of the "machine metaphor" does Horace's attitude exemplify?
a. specialization
b. predictability
c. replaceability (*) (p. 18)
d. abusiveness
5. With this type of authority, power rests not in the individual but rather in the expertise that has created a
system of rules and norms.
a. traditional authority
b. charismatic authority
c. rational-legal authority (*) (p. 25)
d. closed authority
6. Although she couldn't tell a woofer from a tweeter, Jacqueline had a great deal of power at Hear It Here
Stereo Shop because her family had owned the business for many years. What type of authority does
Jacqueline hold?
a. charismatic power
b. legitimate power (*) (p. 24)
c. legal power
d. rational power
7. Esmeralda started a new job putting peanuts into small bags to sell outside of the baseball park (at a nickel
per bag). Esmeralda found that she has a knack for the job and started working fast so she could earn a lot
of money. Her coworkers Glenn and Helen quickly tried to convince her to slow down, as they knew
management might start paying them only a penny a bag if they realized how easy the job was. Esmeralda
is an example of a(n) _______________, and Glenn and Helen's communication is an example of
__________________.
a. initiatives and incentives/rate-busting
b. rate-buster/scientific management
c. systematic soldier/scientific management
d. rate-buster/systematic soldiering (*) (p. 28)
8. The huge bonuses Wall Street executives receive, even in the face of the banking crisis of 2008, would be
recommended by which of Fayol’s principles?
a. organizational power
b. organizational reward (*) (p. 22)
c. organizational attitude
d. organizational hierarchy
9. Having a checklist for medical personnel to follow when preparing a patient for surgery illustrates which
tenant of Taylor’s theory?
a. inherent difference between management and workers
b. proper selection of workers
c. one best way to do every job (*) (p. 27)
d. systematic soldiering
10. In Chapter 2’s Spotlight on Scholarship by D’Urso, almost ___ conduct surveillance on their employees.
a. 50%
b. 80% (*) (p. 29)
c. 30%
d. none of the above
Fill-in-the-Blank Items
1. Frederick Taylor wanted to replace the initiatives and incentives system with his system of (scientific)
management. (p. 25)
2. Weber advocated the use of (rational-legal) power rather than legitimate power or charismatic power. (p.
25)
3. The classical theories of organizational communication are based on a (machine) metaphor. (p. 18)
4. Fayol proposes that within an organization, there should be an appointed place for each employee and task
within the organization. This is the principle of (order). (p. 20)
5. Fayol suggests that employees should be treated justly in (remuneration). (p. 22)
6. Organizations are (predictable) because its rules and standards make it possible to know how they will get
accomplished. (p. 19)
7. Taylor advocated a strict (division of labor) in which workers perform physical labor that is planned and
directed by management. (p. 27)
8. The most prevalent mode of communication in classical organizations is (written) communication. (p. 30)
9. Time and motion studies can also be useful in finding the proper fit between worker and job. The (proper
selection of workers) and the importance of (training) are the tenets of Taylor’s theory that relate best to
this idea. (p. 27)
Essay Questions
1. Explain how Frederick Taylor's Theory of Scientific Management applies to the Chapter 2 case study about
Creamy Creations. Which tenets of the theory apply? How are those tenets utilized by the Creamy
Creations? (pp. 25-28)
2. What three types of authority did Weber identify? What are examples of each of these types of authority?
Which type of authority did Weber advocate for effective organizational functioning and why? (pp. 23-25)
3. Emily's clothing store is in disarray. She has tried to run a democratic organization with no one in charge of
anyone else, assuming that a loose structure would convince everyone to work together in harmony. To put
it bluntly, it's not working. Choose four of Fayol's principles of management that you think would be most
helpful to get Emily's store back on track. Describe these principles in the abstract and in terms of how they
could be instituted at Emily's store? Why do you think these particular principles are helpful? (pp. 19-23)
4. Compare and contrast Weber’s Theory of Bureaucracy and Taylor’s Theory of Scientific Management.
What of these theories best fits the machine metaphor of the classical approach? (pp. 23-28)
5. How does the electronic monitoring of employee communication in organizations fit clearly with classical
aspects of workplace communication? Discuss issues of content, direction, channel, and style of
communication. (pp. 28-32)
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3. That by the uniform application of the Democratic principle to
the organization of territories and the admission of new states, with
or without domestic slavery, as they may elect, the equal rights of all
the states will be preserved intact, the original compacts of the
constitution maintained inviolate, and the perpetuity and expansion
of the Union insured to its utmost capacity of embracing, in peace
and harmony, every future American state that may be constituted or
annexed with a republican form of government.
Resolved, That we recognize the right of the people of all the
territories, including Kansas and Nebraska, acting through the
legally and fairly expressed will of the majority of the actual
residents, and whenever the number of their inhabitants justifies it,
to form a constitution, with or without domestic slavery, and be
admitted into the Union upon terms of perfect equality with the
other states.
Resolved, finally, That in view of the condition of the popular
institutions in the old world (and the dangerous tendencies of
sectional agitation, combined with the attempt to enforce civil and
religious disabilities against the rights of acquiring and enjoying
citizenship in our own land), a high and sacred duty is devolved, with
increased responsibility, upon the Democratic party of this country,
as the party of the Union, to uphold and maintain the rights of every
state, and thereby the union of the states, and to sustain and advance
among us constitutional liberty, by continuing to resist all
monopolies and exclusive legislation for the benefit of the few at the
expense of the many, and by a vigilant and constant adherence to
those principles and compromises of the constitution which are
broad enough and strong enough to embrace and uphold the Union
as it was, the Union as it is, and the Union as it shall be, in the full
expression of the energies and capacity of this great and progressive
people.
1. Resolved, That there are questions connected with the foreign
policy of this country which are inferior to no domestic questions
whatever. The time has come for the people of the United States to
declare themselves in favor of free seas and progressive free trade
throughout the world, and, by solemn manifestations, to place their
moral influence at the side of their successful example.
2. Resolved, That our geographical and political position with
reference to the other states of this continent, no less than the
interest of our commerce and the development of our growing
power, requires that we should hold sacred the principles involved in
the Monroe doctrine. Their bearing and import admit of no
misconstruction, and should be applied with unbending rigidity.
3. Resolved, That the great highway which nature, as well as the
assent of states most immediately interested in its maintenance, has
marked out for free communication between the Atlantic and Pacific
oceans, constitutes one of the most important achievements realized
by the spirit of modern times, in the unconquerable energy of our
people; and that result would be secured by a timely and efficient
exertion of the control which we have the right to claim over it; and
no power on earth should be suffered to impede or clog its progress
by any interference with relations that may suit our policy to
establish between our government and the governments of the states
within whose dominions it lies; we can under no circumstances
surrender our preponderance in the adjustment of all questions
arising out of it.
4. Resolved, That in view of so commanding an interest, the people
of the United States cannot but sympathize with the efforts which are
being made by the people of Central America to regenerate that
portion of the continent which covers the passage across the inter-
oceanic isthmus.
5. Resolved, That the Democratic party will expect of the next
administration that every proper effort be made to insure our
ascendency in the Gulf of Mexico, and to maintain permanent
protection to the great outlets through which are emptied into its
waters the products raised out of the soil and the commodities
created by the industry of the people of our western valleys and of
the Union at large.
6. Resolved, That the administration of Franklin Pierce has been
true to Democratic principles, and, therefore, true to the great
interests of the country; in the face of violent opposition, he has
maintained the laws at home and vindicated the rights of American
citizens abroad, and, therefore, we proclaim our unqualified
admiration of his measures and policy.
1856.—Republican Platform,
1856.—Whig Platform.
Baltimore, May 9.
Whereas, Experience has demonstrated that platforms adopted by
the partisan conventions of the country have had the effect to
mislead and deceive the people, and at the same time to widen the
political divisions of the country, by the creation and encouragement
of geographical and sectional parties; therefore,
Resolved, That it is both the part of patriotism and of duty to
recognize no political principles other than The Constitution of
the Country, the Union of the States, and the Enforcement of
the Laws; and that as representatives of the Constitutional Union
men of the country, in national convention assembled, we hereby
pledge ourselves to maintain, protect, and defend, separately and
unitedly, these great principles of public liberty and national safety
against all enemies at home and abroad, believing that thereby peace
may once more be restored to the country, the rights of the people
and of the states re-established, and the government again placed in
that condition of justice, fraternity, and equality, which, under the
example and constitution of our fathers, has solemnly bound every
citizen of the United States to maintain a more perfect union,
establish justice, insure domestic tranquillity, provide for the
common defense, promote the general welfare, and secure the
blessings of liberty to ourselves and our posterity.
1860.—Republican Platform,
1864.—Radical Platform.
1864.—Republican Platform.
Baltimore, June 7.
Resolved, That it is the highest duty of every American citizen to
maintain, against all their enemies, the integrity of the union and the
paramount authority of the constitution and laws of the United
States; and that, laying aside all differences of political opinions, we
pledge ourselves, as Union men, animated by a common sentiment
and aiming at a common object, to do everything in our power to aid
the government in quelling, by force of arms, the Rebellion now
raging against its authority, and in bringing to the punishment due
to their crimes the rebels and traitors arrayed against it.
Resolved, That we approve the determination of the government of
the United States not to compromise with rebels, nor to offer them
any terms of peace, except such as may be based upon an
“unconditional surrender” of their hostility and a return to their
allegiance to the constitution and laws of the United States; and that
we call upon the government to maintain this position, and to
prosecute the war with the utmost possible vigor to the complete
suppression of the Rebellion, in full reliance upon the self-sacrificing
patriotism, the heroic valor, and the undying devotion of the
American people to the country and its free institutions.
Resolved, That as slavery was the cause, and now constitutes the
strength, of this Rebellion, and as it must be always and everywhere
hostile to the principles of republican government, justice and the
national safety demand its utter and complete extirpation from the
soil of the Republic; and that we uphold and maintain the acts and
proclamations by which the government, in its own defense, has
aimed a death-blow at the gigantic evil. We are in favor, furthermore,
of such an amendment to the constitution, to be made by the people
in conformity with its provisions, as shall terminate and forever
prohibit the existence of slavery within the limits or the jurisdiction
of the United States.
Resolved, That the thanks of the American people are due to the
soldiers and sailors of the army and navy, who have periled their
lives in defense of their country and in vindication of the honor of its
flag; that the nation owes to them some permanent recognition of
their patriotism and their valor, and ample and permanent provision
for those of their survivors who have received disabling and
honorable wounds in the service of the country; and that the
memories of those who have fallen in its defense shall be held in
grateful and everlasting remembrance.
Resolved, That we approve and applaud the practical wisdom, the
unselfish patriotism, and the unswerving fidelity to the constitution
and the principles of American liberty with which Abraham Lincoln
has discharged, under circumstances of unparalleled difficulty, the
great duties and responsibilities of the presidential office; that we
approve and indorse, as demanded by the emergency and essential to
the preservation of the nation, and as within the provisions of the
constitution, the measures and acts which he has adopted to defend
the nation against its open and secret foes; that we approve,
especially, the Proclamation of Emancipation, and the employment,
as Union soldiers, of men heretofore held in slavery; and that we
have full confidence in his determination to carry these, and all other
constitutional measures essential to the salvation of the country, into
full and complete effect.
Resolved, That we deem it essential to the general welfare that
harmony should prevail in the national councils, and we regard as
worthy of public confidence and official trust those only who
cordially indorse the principles proclaimed in these resolutions, and
which should characterize the administration of the government.
Resolved, That the government owes to all men employed in its
armies, without regard to distinction of color, the full protection of
the laws of war; and that any violation of these laws, or of the usages
of civilized nations in the time of war, by the rebels now in arms,
should be made the subject of prompt and full redress.
Resolved, That foreign immigration, which in the past has added
so much to the wealth, development of resources, and increase of
power to this nation—the asylum of the oppressed of all nations—
should be fostered and encouraged by a liberal and just policy.
Resolved, That we are in favor of the speedy construction of the
railroad to the Pacific coast.
Resolved, That the national faith, pledged for the redemption of
the public debt, must be kept inviolate; and that, for this purpose, we
recommend economy and rigid responsibility in the public
expenditures and a vigorous and just system of taxation; and that it
is the duty of every loyal state to sustain the credit and promote the
use of the national currency.
Resolved, That we approve the position taken by the government,
that the people of the United States can never regard with
indifference the attempt of any European power to overthrow by
force, or to supplant by fraud, the institutions of any republican
government on the western continent, and that they will view with
extreme jealousy, as menacing to the peace and independence of
this, our country, the efforts of any such power to obtain new
footholds for monarchical governments, sustained by a foreign
military force, in near proximity to the United States.
1864.—Democratic Platform.
1868.—Democratic Platform.
1872.—Prohibition Platform.
Cincinnati, May 1.
We, the Liberal Republicans of the United States, in national
convention assembled at Cincinnati, proclaim the following
principles as essential to just government.
1. We recognize the equality of all men before the law, and hold
that it is the duty of government, in its dealings with the people, to
mete out equal and exact justice to all, of whatever nativity, race,
color, or persuasion, religious or political.
2. We pledge ourselves to maintain the union of these states,
emancipation, and enfranchisement, and to oppose any reopening of
the questions settled by the thirteenth, fourteenth, and fifteenth
amendments of the constitution.
3. We demand the immediate and absolute removal of all
disabilities imposed on account of the Rebellion, which was finally
subdued seven years ago, believing that universal amnesty will result
in complete pacification in all sections of the country.
4. Local self-government, with impartial suffrage, will guard the
rights of all citizens more securely than any centralized power. The
public welfare requires the supremacy of the civil over the military
authority, and the freedom of person under the protection of the
habeas corpus. We demand for the individual the largest liberty
consistent with public order, for the state self-government, and for
the nation a return to the methods of peace and the constitutional
limitations of power.
5. The civil service of the government has become a mere
instrument of partisan tyranny and personal ambition, and an object
of selfish greed. It is a scandal and reproach upon free institutions,
and breeds a demoralization dangerous to the perpetuity of
republican government. We, therefore, regard a thorough reform of
the civil service as one of the most pressing necessities of the hour;
that honesty, capacity, and fidelity constitute the only valid claims to
public employment; that the offices of the government cease to be a
matter of arbitrary favoritism and patronage, and that public station
shall become again a post of honor. To this end, it is imperatively
required that no President shall be a candidate for re-election.
6. We demand a system of federal taxation which shall not
unnecessarily interfere with the industry of the people, and which
shall provide the means necessary to pay the expenses of the
government, economically administered, the pensions, the interest
on the public debt, and a moderate reduction annually of the
principal thereof; and recognizing that there are in our midst honest
but irreconcilable differences of opinion with regard to the respective
systems of protection and free trade, we remit the discussion of the
subject to the people in their congressional districts and the decision
of Congress thereon, wholly free from Executive interference or
dictation.
7. The public credit must be sacredly maintained, and we
denounce repudiation in every form and guise.
8. A speedy return to specie payment is demanded alike by the
highest considerations of commercial morality and honest
government.
9. We remember with gratitude the heroism and sacrifices of the
soldiers and sailors of the Republic; and no act of ours shall ever