Beyond Compliance: Fixing L&D’s Relationship With the Frontline

Imagine you manage the world’s busiest roller coaster.

It’s a scorching July day, and the crowds are here. You need all hands on deck. Just as the rush peaks, half your team leaves for a mandatory two-hour class. You don’t even know what it’s for. You just know you’re now short-staffed. The queue grows, guests get frustrated, and hitting your numbers is impossible. The L&D team’s training program wasn’t built for those out in the field, making your job harder.

The Deskless Disconnect

This true story highlights the common tension between the frontline and L&D leaders. Too often, L&D’s programming is seen as a hindrance, not a helping hand. Many L&D leaders are stuck with outdated programs, adding to the frustration. L&D leaders show up for big moments—onboarding and change initiatives. But the tools don’t always support day-to-day challenges. We want to support them through the twists, turns, and unexpected drops of their day.

Our role is critical, but our reputation is tied to compliance training. To truly help them solve problems, we need the right technology, content, and tools. Is it a surprise when employees tune us out? We’re constantly chasing down employees to complete training. The truth is that L&D hasn’t earned the frontline’s trust. Past experience has made training feel out of touch—more like a time-consuming hurdle than real support. If we want to help frontline teams thrive, we need to rebuild that relationship.

Find Moments That Matter

For many, L&D equals structured training—classroom sessions and e-learning modules. But that’s not where most learning happens. According to ATD’s Frontline Employees: Addressing Training Needs for Critical Workers, 75 percent of companies rely on coaching as their primary form of frontline training. That’s because learning on the job—when it’s needed most—is what actually sticks.

L&D must get closer to the workflow to support employees—whether it’s after new hire training or during tough customer interactions. Instead of burdening managers, provide direct, accessible support by showing up in the moments that matter.

Adjust Tactics for Better Engagement

Frontline workers are managed to the minute and can’t easily step away, even for mobile-friendly training. But that’s where the opportunity lies. L&D can shift from rigid, structured courses to a more dynamic approach that fits into the natural flow of work—for every frontline worker. Frameworks like The Modern Learning Ecosystem expand our toolkit and provide support exactly when needed—after onboarding, during a tough customer interaction, or between tasks.

When training meets employees where they are, increased engagement and impact will follow. Have knowledge and training accessible so employees can solve problems on their own. Provide real-time support, create safe practice opportunities, and equip managers with coaching skills to help rebuild trust.

Turn Training Into an Opportunity, Not an Obligation

Frontline workers are pros. They may not see this job as a lifelong career, but they still deserve the chance to succeed. No one wants to struggle through a shift, deal with frustrated customers, or risk injury on the job. L&D can support them by making training feel like a tool for success, not just another requirement to check off. If a course is mandatory, say so—but explain why it matters for their role. Reinforce critical knowledge in a way that actually sticks. Show appreciation when frontline workers engage, especially with required training. Then, when formal training is necessary, the ask feels earned, not imposed.

People Want to Learn

Nearly half of workers are already burned out, but 35 percent say a lack of training makes their jobs even harder, according to The Deskless Report 2024. They don’t have time or enough support. We can’t expect the frontline to change for us. Instead, L&D has a huge opportunity to adapt to the ever-changing challenges frontline workers face. By evolving our approach, we can drive real impact to make their jobs easier.