BUILDING YOUR TEAM
Tearing Down Silos: How Cross- Training Benefits Your Team
By Jill Odom
TRAINING YOUR TEAM MEMBERS ON THEIR PRIMARY RESPONSIBILITIES alone can be challenging, but if you’ve reached the place where this isn’t a hurdle anymore, an additional area of education to explore is cross-training.
Amanda Jones, administrative director
for King GREEN, based in Gainesville, Geor- gia, says they have been cross-training for two decades now. “While it may have started with
cross-training daily administrative tasks, we’ve expanded to cross-training depart- ments,” Jones says. “We found the culture of King GREEN grows organically when each department understands we’re all on the same team, working towards the same goal.”
WHY CROSS-TRAINING MATTERS Cate Deane, director of training for Ruppert Landscape, based in Laytonsville, Maryland, says one of the big reasons they started cross-training at their company was to ensure team members were prepared to advance in their careers. “The more skills a person learns and per-
fects, the more prepared they are to take on new responsibilities and assignments when opportunities arise,” Deane says. “We recognized very early on that cross-trained employees are better prepared to take on leadership roles, ensuring continuity when transitions occur.” Jones adds that cross-training also helps
employees gain a better understanding of the ins and outs of other departments. She says this helps squash the department-ver- sus-department mentality.
“We’ve had feedback from our management team after they’ve cross- trained with our call center for a day that it really opened their eyes to just how busy inbound calls can be,” Jones says. “Our customer service agents tend to feel more confident after riding along with a techni- cian because they’re able to see firsthand how we perform an application from start to finish.” Deane notes that cross-training can also
foster stronger relationships among team members. “As employees learn each other’s roles
and responsibilities, they gain a deeper appreciation for the contributions of their teammates,” Deane says. “This mutual understanding can lead to improved com- munication, connection and collaboration. Ultimately, stronger relationships and better communication translate to a more cohesive team that is able to deliver great service to our customers.” Triston Parsons, owner of La Vida Land-
scapes, based in Birmingham, Alabama, says he has been cross-training his team from day one as their maintenance team isn’t full-time, so they work with the con- struction and install crews on certain days. Another added benefit of cross-training
is increased flexibility. “It allows you to be more flexible with fewer employees,” Parsons says. “I think it
improves your relationship with the client if it’s done well because you’re able to do it while you’re on site and not have to send a specialist out there.” It can also help reduce stress when faced with unexpected absences. Deane says their managers can confidently take time off, knowing that daily tasks will be handled as expected. “Additionally, having multiple team members capable of performing critical tasks reduces reliance on any one individu- al, minimizing disruptions during emergen- cies or staff transitions,” Deane says.
EFFECTIVELY IMPLEMENTING CROSS-TRAINING Setting aside the time to cross-train your team members properly is one of the main keys to being successful. Jones recommends scheduling ahead so both the trainer and trainee have the proper amount of time to prepare. Deane adds that cross-training is the
most effective when it is hands-on and supported by documented processes and training material. “For example, when teaching proper planting techniques, start by reviewing horticultural best practices, standards, and the necessary equipment,” Deane says. “Then, schedule a visit to a job site or set up a sample planting to give team mem- bers the opportunity to apply what they’ve learned. During the hands-on practice, provide coaching and guidance to ensure high-quality results, and always explain the reasoning behind each step to reinforce understanding and purpose.” Parsons agrees documenting your
processes is critical, so various employees KEYTAKEAWAYS
Cross-training fosters un- derstanding and respect across departments, breaking down silos and creating a cohesive team culture.
Cross-training equips employees with diverse skills, preparing them for
16 The Edge //March/April 2025
leadership roles and en- suring continuity during transitions.
Employees trained in multiple roles can step in during absences or busy seasons, minimizing dis- ruptions and enhancing client satisfaction.
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