Several employees at a fast-food restaurant call in sick at the last minute. The manager tries to fill in but doesn't know how to run the drive-through intercom or use the machines installed in the kitchen or perform basic tasks such as customer billing. This is because the manager performs the specialized task of supervising team members and is unable to perform basic tasks. In the context of the problems that arise within bureaucracies as a result of division of labor, this scenario exemplifies __________. impersonality goal displacement bureaucratic personality trained incapacity