The benefits of cross-training

In sports, cross-training develops different parts of the body rather than just one muscle group. The same principle applies with cross-training your employees. Instead of just having one person do one thing, train employees to handle multiple tasks. An obvious benefit of cross-training: flexibility. If employees can handle various tasks, then you can shift people in and out of jobs as needed—without calling in temporary workers, running up overtime costs, or stinting on client services. Cross-training also:

• Allows employees to gain additional skills—increasing their job satisfaction and earning potential.

• Enables employees to fill in for each other during lunch, vacation, or other absences.

• Improves morale by breaking up routine.

• Helps employees understand other jobs, allowing them to better appreciate the difficulties and demands of their co-workers' jobs—thus promoting teamwork.

• Eliminates "not my job" thinking among employees.

• Is a quality improvement tool that the human healthcare industry has been using for years. Chris Kelleher, administrator of a doctor's office in Columbia, S.C., says, "When one employee sits in for another, there's a fresh mind in that job. We get ideas and suggestions from cross-trained people, like how to do a job more efficiently."

• Uncovers hidden talents. Helena Dahan, office manager for a medical practice in Philadelphia, says a receptionist might find she has a knack for coding. "The more a staffer learns, the more she's worth as an employee."

Bob Levoy

Be aware: You can train clinical employees to do clerical jobs but the process doesn't always work in reverse. Some employees may not have motivation for cross-training, and forcing it may cause resentment. It starts with hiring people who can multitask, want to learn new skills, and can shift gears when needed.

Veterinary Economics Editorial Advisory Board member Bob Levoy is a speaker and writer based in Roslyn, N.Y. His newest book is 222 Secrets of Hiring, Managing and Retaining Great Employees in Healthcare Practices (Jones and Bartlett, 2007).