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Across 1. according to Robert Michels, the tendency of bureaucracies to be ruled by a few people. 3. a process associated with rationality and bureaucracy in which the focus on efficiency overlooks the human needs of workers and customers, treating them instead as machines or “numbers” 5. a collection of people who happen to be in the same place at the same time but shared little else in common. 8. leaders who encourage group discussion and decision making through consensus building. 9. - the process of maintaining or changing behavior to comply with the norms established by a society, subculture, or other group. 10. a number of people who may never have net one another but share a similar characteristic, such as education level, age, race, or gender. 13. those aspects of participants’ day–to-day activities and interactions that ignore, bypass, or do not correspond with the official rules and procedures of the bureaucracy. 14. organizations that people are forced to join (i.e. boot camp, prisons, and some mental hospitals) 15. refer to self-expression, intimacy, companionship, and emotional support from family, friends, and peers. 16. people who make all major group decisions and assign tasks to members. 17. the process by which members of a cohesive group arrive at a decision that many individual members privately believe is unwise. Four Major characteristics: an illusion of invulnerability, underestimation of the danger of an opponent of situation, discouragement of dissenting opinion, and illusion of unanimity.

Down 2. even when bureaucracy is done well (manifest functions), there are unintended consequences (latent functions) 4. emotionally neutral tasks or goals that we cannot meet on our own 6. a process that occurs in organizations when the rules become an end in themselves rather than a means to an end, and organizational survival becomes more important than achievement of goals. 7. an organizational model characterized by a hierarchy of authority a clear division of labor, explicit rules and procedures, and impersonality in personnel matters. 5 major characteristics: Division of Labor, Hierarchy of Authority, Rules and Regulations, Qualification-Based Employment, Impersonality. 11. a group to which a person does not belong and toward which the person may feel a sense of competitiveness or hostility. 12. - a group to which a person belongs and with which the person feels a sense of identity.