Think Fast Talk Smart: Communication Techniques 131. Friction Fixing: How to Use Obstacles to Your Advantage
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Feb 27, 2024 
Professor Huggy Rao, a leading expert on collective action, discusses his insightful concepts from The Friction Project. He emphasizes how some workplace friction can be beneficial, urging leaders to eliminate 'bad friction' through clear communication. Rao highlights the dangers of jargon and advocates for simplicity to enhance understanding. Through examples like AstraZeneca, he showcases how effective communication can foster a culture of curiosity. Additionally, he shares the art of storytelling as a powerful tool for connection and empathy in professional settings.
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Simplified Communication for Scaling
- Use clear and concise language when communicating company mindsets, especially as your organization scales.
- Ensure even a 10-year-old can grasp your message on the first try.
AstraZeneca's Gift of Time
- AstraZeneca saved 2 million work hours by simplifying processes, framing it as a "gift of time" to employees.
- Even a security guard, inspired by the initiative, gave back 30 minutes daily, highlighting the impact.
The Two Sides of Friction
- "Friction", meaning obstacles, can be both beneficial and detrimental in a business context.
- Good friction slows down potentially bad decisions, while bad friction hinders productivity and creativity.
