What is cross-training in the workplace?

When you hire a new employee, you typically assign them to one specific role with defined tasks. Cross-training happens when you teach an employee some of the skills or duties of a different position within the company.

For example, you might cross-train someone hired as an administrative assistant to learn basic bookkeeping or payroll processes. Then, if your payroll person is absent when it’s time to process payroll, your administrative assistant can do it to avoid payroll delays.

Benefits of cross-training employees

Cross-training employees helps to elevate the skills of all employees at a workplace. This training can have several benefits for employees and the company as a whole. Some benefits of cross-training include:

• Coverage for absences: If your employees have very compartmentalized jobs with no overlap in skills or duties, employee absences can be challenging. Cross-training spreads the knowledge so other people can handle the most crucial tasks when someone is sick or on vacation.
• Continuity with turnover : No matter how amazing your company is, you’ll eventually have employees move on. When other people know how to do the key tasks for their job, the transition is easier. In addition, those employees can handle the tasks in the interim and help train the replacement.
• Improved teamwork: Your employees understand their own responsibilities, but they don’t always understand the importance of their coworkers’ roles and how they work together. Cross-training gives employees insight into other roles, which can build more effective teams.
• Better customer service: Having multiple people who can handle a certain task can improve the customer experience. For example, a customer needs to update an order, but their usual salesperson is busy. When others know the process, they can step in so the customer doesn’t have to wait.
• Employee motivation: Doing the same job every day can get boring and even lead to employee burnout. Cross-training presents employees with new challenges that can make work interesting again.
• Employee growth potential: Learning new skills and exploring other roles can open employees up to new career paths and opportunities. These new skills can be a stepping stone to something they want to learn or introduce them to something they hadn’t considered.
• Supports internal promotions: New career paths benefit you, too. It gives you a pool of internal candidates when you have a vacancy. Internal candidates already know company policies and procedures, and promoting from within shortens the hiring process.

Methods of crossing training employees

One of the easiest ways to cross-train employees is to use on-the-job training. Identify an experienced employee and have them serve as the trainer. The other employee shadows the trainer and learns the skills by executing them along with the trainer.

You can also use formal instruction methods. For example, you might send an employee to in-person training or enroll them in online training. This can cost more since you’re paying for outside training.

How to implement cross-training

These steps help you get your cross-training program started.

1. Define your processes

Successful cross-training in the workplace starts with a strategic plan that spells out all processes. This includes how you’ll cross-train employees, which skills should be included and which roles work well for cross-training employees.

Start by breaking down the essential skills and duties of each role. This helps you identify which parts of the job could be taught to someone else.

2. Know when to avoid cross-training

Not all roles are ideal for cross-training. Highly specialized positions that require extensive experience or knowledge don’t work as well. That’s especially true for jobs that must meet compliance guidelines. Someone who only has a little training and doesn’t perform the tasks often is more likely to make a mistake that could cost your company.

3. Communicate your goals

When introducing your cross-training program, do more than just tell employees they’re learning new skills. That can feel like more responsibility without additional compensation. It might also worry employees that you’re considering downsizing and are going to combine roles.

Let employees know that your goal is to strengthen the company. At the same time, they’re getting greater job security, career development and job growth potential. Explain how the program will work and what the time commitment looks like, so employees can decide if they want to participate.

Once an employee starts cross-training, keep communication consistent. Give them information on the cross-training method and what they’re expected to do. Provide feedback to ensure employees get the most out of the training.

4. Select participants

Look for participants on teams that might benefit most from cross-training. That might include a team that’s currently understaffed, has a high absence rate or has expected absences coming up, such as a pregnant employee going on maternity leave or someone who’s ready to retire. Having cross-trained employees on those teams can help remedy some of those issues.

Then, look at individuals who might be good candidates. Employees who are eager to learn and want more responsibility are good options. It can also help if the employee already has a little background in the new skill area to make training easier. Consider which roles are related and would be ideal for cross-training.

Anticipate how a candidate might perform if those skills are needed. Look for someone who is already highly productive and performs their duties well. It’s also useful to be good at juggling multiple tasks and prioritizing duties.

5. Encourage employee buy-in

Your cross-training program is more effective when employees want to participate. Position it as a growth opportunity and highlight the benefits employees gain from it. Create a learning program that makes cross-training interactive and enjoyable.

Incorporating a rewards aspect can encourage more people to volunteer for the cross-training program. For example, you might give employees a monetary bonus or extra paid time off for completing cross-training. Also, don’t forget to give employees recognition for participating in cross-training and for stepping in to use those skills when you need them.

6. Practice cross-training

Cross-training isn’t a one-time event. If your cross-trained employees never get to use their newly acquired skills, they’re likely to forget them. Give them a chance to put the skills to use on real projects. You might rotate employees occasionally to give them a few hours to work on the new tasks they learned. Practicing could also come in the form of a side project that uses those new skills.

Tips for effectively cross-training employees

Fine-tuning your cross-training program helps your employees maximize the opportunity. Here are some ways to strengthen your cross-training:

• Let employees have a say: Your employees understand their roles better than anyone, so get their input on how cross-training can be most effective. Find out what skills your employees want to learn to help with the selection and planning process.
• Start slowly: Introduce your cross-training program on a small scale before rolling it out to everyone. Identify the department with the most potential for cross-training and start there. Once you’ve cross-trained employees in that department, you can evaluate the process and get feedback to make changes.
• Balance cross-training with work: While cross-training employees, you need to balance their current workload with the training. Choose a slower time when it’s easier to decrease their workload to dedicate more time to training. Also, limit how much time per week or month employees spend on cross-training, so it doesn’t interfere with their essential responsibilities.
• Identify risks and resistance: Cross-training comes with some potential drawbacks, such as employees who resist or rumors about the program. Employees who aren’t cross-trained might feel left out or worry that they might lose their jobs. Cross-training can also take away time from normal tasks. Address those issues before they start in order to make the process easier.
• Make it voluntary: You might want to require cross-training, but employees are more likely to resist and complain about it if it’s required. Making cross-training voluntary ensures the people who participate take it seriously and make it effective.
• Get feedback from employees: Encourage open communication with participants throughout the training process. Find out if they feel the training methods are effective.