ADMS 2320 Lecture Notes - Lecture 12: Espresso, Telus, Starbucks
ADMS 2320 Lecture 12 Notes – How early on should socialization take place?
Introduction
• Starbucks does not go to the extreme that Sanyo does, but it seeks the same outcome.
• All new employees go through 24 hours of training.
• Classes cover everything necessary to transform new employees into brewing
consultants.
• They learn the Starbucks philosophy, the company jargon, and even how to help
customers make decisions about beans and grind, as well as about espresso machines.
• The result is eployees ho uderstad Staruks’ ulture ad ho projet a
enthusiastic and knowledgeable image to customers.
• An organization continues to socialize its employees throughout their career in the
organization, which further contributes to sustaining the culture.
• As part of its continual socialization process, the CEO of Windsor Family Credit Union
takes employees to breakfast quarterly to find out about their questions, concerns, and
their work.
• These breakfasts also provide an opportunity to ensure that employees understand the
overall goals of the organization.
• We can think of socialization as a process composed of three stages: pre-arrival,
encounter, and metamorphosis.
• This process (illustrated in Exhibit 10-4) has an impact on the new eployee’s ork
produtiity, oitet to the orgaizatio’s ojeties, ad eetual deisio to stay
with the organization.
• OB in the Workplace discusses how TELUS starts to socialize future employees from the
tie they isit the opay’s Careers e page.
• Leaders at Burnaby, BC-based TELUS recognize that in order for an organizational
culture to work, that culture needs to be established early, preferably during the hiring
process.
• It also needs to be continually supported and reinforced.
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