BUS272 TB

assumptions about what it must be like to work there. 62 What people know before
they join the organization and how proactive their personality is are critical predictors
of how well they adjust to a new culture. 63
One way to capitalize on prehire characteristics in socialization is to use the selection
process to inform prospective employees about the organization as a whole. We have
also seen how the selection process ensures the inclusion of the “right type”—those
who will fit in.
Chapter 10 Organizational Culture 361
The Encounter Stage Upon entering the organization, the new employee begins
the encounter stage and confronts the possibility that expectations—of the job,
co-workers, boss, and the organization in general—may differ from reality. If the
employee’s expectations are fairly accurate, the encounter stage merely reaffirms earlier
perceptions.
However, this is often not the case. At the extreme, new members may become totally
disillusioned with the realities of their job and resign. Proper recruiting and selection
should significantly reduce the probability of that outcome, and so too should encouraging
friendship ties in the organization—newcomers are more committed when friends
and co-workers help them “learn the ropes.” 64 A 2011 study by professor Alan Saks of
the Rotman School of Management at the University of Toronto and professor Jamie
Gruman of the School of Hospitality and Tourism Management at the University of
Guelph demonstrates the benefits of orientation, training, and mentorship programs
for new employees. These activities help employees adjust better because they make
them feel happier, more confident that they will more likely fit with the organization,
and therefore more engaged. 65
In a study conducted by the US Reputation Institute and Canadian Business magazine in 2014, Tim Hortons
was rated as the company with the best corporate reputation in Canada, as well as coming in second in
the world. The company has often fared well in this survey. However, in September 2014, Tim Hortons was
bought by Burger King. Will this have an impact on Tim’s culture going forward? 66
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encounter stage The stage in the
socialization process in which a new
employee sees what the organization
is really like and confronts the possibility
that expectations and reality
may diverge.