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This Working Life
How to be a friction fixer
Jan 19, 2025
Robert Sutton, a Professor at Stanford Business School and co-author of The Friction Project, dives into the nuances of workplace friction. He explains that not all friction is negative and shares strategies for becoming a 'friction fixer.' Sutton discusses practical methods like 'sludge audits' to enhance efficiency in tech and the significance of clear communication to eliminate jargon. Personal stories from Hamish Thompson, Kate McCallum, and Yashika Nayyar reveal real-life applications of these concepts in tackling friction.
25:04
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Quick takeaways
- Effective workplace communication can be undermined by complex language from leadership, leading to confusion and reduced clarity in messaging.
- Becoming a friction fixer involves proactively identifying and addressing inefficiencies, empowering employees and enhancing overall workplace productivity.
Deep dives
Understanding Friction in Communication
Workplace communication often suffers from a disconnect between leadership and the communication team, leading to unnecessary jargon and confusion. For instance, when the board of a company insisted on using complex language to describe simple concepts, it hindered effective communication with customers. This friction is a common issue, as those in power sometimes overlook the clarity needed in messaging. Identifying such communication barriers can help create a more approachable and effective dialogue within organizations.
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