This Working Life How to be a friction fixer
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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.
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Jargon Battle
- Hamish Thompson, a publicist, encountered friction between the board and the communications team at an electrical retailing company.
- The board's insistence on specific jargon, like "disambiguating the customer experience journey," clashed with clear communication.
Brainwriting for Friction Points
- Use "brainwriting" to identify friction points.
- Have the team write high-frequency or high-impact activities on post-it notes, noting what's unnecessary, annoying, or unproductive.
Good Friction Fixer
- Bob Sutton had a positive DMV experience.
- A "magical creature" preemptively helped people in line, saving everyone significant time.
