What effect did the training have on trainees? What should the trainees be able to do on the job after attending the training program?

Patent Star International (PSI) Assessment is a provincial Canadian organization whose 350 to 400 professional appraisers determine the market value of land and improvements for taxation purposes. Each year, about 2 percent of property owners file a formal complaint or appeal with the agency. Complex appeals that are not resolved might proceed to an appeal board, which could lead to a formal hearing. The appeal process represents a significant cost, mainly in staff time. To help cut back, the agency decided to train appraisers to develop the skills needed to resolve appeals earlier.

Thirty-six appraisers took part in a two-day, face-to-face workshop that included group discussions, team summaries, case studies, and mock role-playing exercises. Before training, 20 percent of the trainees rated their knowledge and skill levels as high. After training, that number rose to 56 percent. In addition, 69 percent of the trainees said they had a high level of confidence in effectively applying the learning to their jobs.

However, six months after the training the value of the course was significantly diminished at the transfer of learning stage. More than one-half of respondents saw little or no improvement in tasks associated with appeals management.

Part 1 – What effect did the training have on trainees? What should the trainees be able to do on the job after attending the training program?