ABSTRACT
This chapter deals with conditions specific to the work environment from which trainees come to training and to which they returns after the event. It attributes the work environment factors that help or hinder learning transfer to the presence or absence of support from three sources- peers, the organization in general and, most importantly, the trainee's manager. Empathy and its constituent parts, good listening and questioning skills, are important contributors in creating a climate of openness, a regularly cited characteristic attributed to supportive managers. It is particularly important as a transfer-facilitating behaviour in the context of communicating with staff. The role of manager support is emphasized, taking the form of specific pre- and post-training support, on-the-job coaching and providing opportunities for the trainee to use learning. Supportive managers keep their staff up-to-date with what's going on in the department and provide clarity when and where they can.
