Abstract:
With the increasing cost of employee training and the desire by organizations for top notch
customer service, evaluating the influence of training on post training employee work
behaviour is increasingly becoming vital issue for organizations. This research paper utilizes
public service field supervisors post training feedback on 197 trainees who had attended
senior management course offered at Kenya School of Government in Kenya three months
prior to assessment. Variations in the supervisor feedback is analyzed through test of
significance to assess post training work behaviour as a proxy for the influence of training
intervention on employees behaviour change. The study concludes that there is significant
difference between trainees’ pre-training and post-training work behaviour. Further,
management training intervention improves employee performance particularly influencing
workers ability to manage resources, handle client requests on their own, advise peers and
subordinates, handle clients better, improve service quality and reduce service related
errors. However, there was no evidence to support the influence of management training intervention on trainees’ increased compliance to the procedures, regulations, systems and
policies, employees’ ability to complete tasks in time and employees’ ability to make better
decisions.
