Organizational Communication Study Guide

Key Areas of Focus

• Concertive Control & Organizational Identification
• Unplanned Change
• Chapters 11, 13 & 14
• Final Exam: 100 points (post-midterm), 50 points (cumulative)
• Exam Format: multiple choice, true/false, short answer

Organizational Identification (Org ID)

• Consubstantiality (Burke)
  • Describes a sense of identification or unity among people, ideas, or entities.
  • Individuals identify with organizational values, leading to self-regulation based on these values.
  • In concertive control systems, employees adopt organizational norms for decision-making and peer regulation.
• Mystery in Hierarchies
  • Leaders may seem distant or mysterious to lower levels in the organization.
  • Strong org ID requires relatable commonalities.
• Unobtrusive Control
  • Control without conscious awareness, allowing for self-identification with org values.
• House Organs and Identification
  • Internal communication channels designed to build community and share information, promoting unity.

Unplanned Change

• Crisis Public Relations (PR)
  • Key Elements: Accountability and Responsibility
  • Case Studies
    • Exxon: Worst handling - poor accountability, blamed the captain, ignored responsibility.
    • Tylenol: Best handling - recalled products, disclosed issues, showed accountability and responsibility.
    • BP: Mixed response - took responsibility but poorly executed solutions.
    • Jack in the Box: Good response - took responsibility, made changes, communicated effectively.
    • Pepsi and Wendy’s: Justification strategies, showed accountability without taking responsibility.
    • Sea World: Ignored initial issues, addressed only post-fallout.

Chapter 11: Emotion in the Workplace

• Emotional Labor
  • Jobs require certain emotional displays (e.g., customer service roles).
  • Surface Acting: Superficial emotion display (e.g., service with a smile).
  • Deep Acting: Genuine emotional engagement.
• Stressors and Burnout
  • Stressors: Workload, role conflict/ambiguity.
  • Outcomes: Health issues, job dissatisfaction, turnover.
  • Coping Strategies
    • Problem-Centered: Directly addressing stress causes.
    • Appraisal-Centered: Reframing perspectives.
    • Emotion-Centered: Managing emotional responses.
  • Social Support: Emotional, informational, and instrumental assistance.

Chapter 13: Communication Technology

• Media Richness Model
  • Rich mediums (e.g., meetings) for ambiguous messages; lean mediums (e.g., emails) for clear messages.
• Virtual Organization Paradoxes
  • Flexibility vs. Structure, Individuality vs. Teamwork, Responsibility vs. Control.

Chapter 14: External Environment & PR

• Diffusion of Innovations
  • Categories: Innovators, Early Adopters, Early Majority, Late Majority, Laggards.
• Non-Product Advertising
  • Corporate Advocacy, Institutional Advertising, Image Advertising.
• Postmodern Era Concepts
  • Multitasking, Speed, Fragmentation, Social Media roles.
• Globalization
  • Corporate social responsibility, time-space compression, global consciousness.

Cumulative Concepts

• Machine Metaphor: Organizations as precise, efficient, and predictable systems.
• Classical Approaches: Hierarchical and efficiency-focused (Fayol, Taylor, Weber).
• Human Relations: Emphasis on employee satisfaction and relationships (Maslow, McGregor).
• Human Resources: Balances efficiency with human relations, encourages participation.
• Systems Approach: Organizations as interconnected systems (Holism, Equifinality).
• Cultural Approach: Shared values and symbols within organizations.
• Critical Approach: Focus on power dynamics and imbalances.

These notes cover the key points from each chapter and topic that will be included in the exam. Ensure you understand the case studies, theories, and concepts, as they will be central to the questions asked.