Final answer:
The general objective of organizational image management is to create a consistent customer observation and opinion that we are professional, under control, functionally focused, serious, effective, and friendly.
Step-by-step explanation:
The general objective mentioned in the question pertains to organizational image management, essential for creating a specific perception among customers and employees. This management is crucial in maintaining the trust, morale, and engagement of an organization's internal and external stakeholders. This concept relates to how an organization, such as a human services agency, manages its public perception and the implications this perception has on its stakeholders, including employees and customers. Organizational image management involves a variety of strategies and practices intended to shape and maintain the way an organization is viewed by its external and internal audiences.
In the context of the provided scenario, it is clear that despite the expressed intention to improve the work environment and make the organization a better place to work, the manager's actual behavior and attitude conveyed a different message. This inconsistency between the manager's actions and the stated goals has negatively impacted the employees' trust and willingness to engage, which in turn can affect the overall image of the organization. Therefore, maintaining an organizational image that reflects professionalism, control, functionality, effectiveness, and friendliness requires not only statements of intent but also consistent actions and trustworthy leadership.