In this lively chat, Bob Sutton, a Stanford organizational psychologist and bestselling author, explores how leaders can become 'friction-fixers' at work. He shares insights on the importance of active listening and self-awareness in navigating workplace dynamics. Sutton highlights the surprising benefits of inconvenience and argues that being a boring leader can actually be a strategic advantage. He also touches on the dangers of sham participation and the necessity of engaging directly with teams for effective communication.
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insights INSIGHT
Two Sides of Friction
Friction, or obstacles that slow or stop actions, can be both beneficial and detrimental in the workplace.
While bad friction hinders progress, good friction can prevent errors and streamline processes.
question_answer ANECDOTE
Alexa's Expensive Order
A girl asked Alexa for a dollhouse and cookies, resulting in a $350 dollhouse and 25 pounds of cookies delivered.
This demonstrates a lack of beneficial friction, where ease of ordering led to an unintended and costly outcome.
volunteer_activism ADVICE
Embrace Inconvenience
Leaders should experience the inconveniences their employees or customers face.
This helps them understand the realities on the ground and make better decisions.
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Building a Civilized Workplace and Surviving One That Isn't
Robert Sutton
In this book, Robert I. Sutton discusses the destructive impact of 'assholes' in the workplace, providing strategies for identifying and eliminating negative influences. He introduces the concept of the 'Total Cost of Assholes' (TCA) and offers practical advice on how to build a more civilized and productive work environment. The book includes case studies from various organizations and provides a self-diagnostic test to help readers identify and manage their own behavior. Sutton also explores the difference between 'temporary' and 'certified' assholes and how to deal with each type effectively.
The Friction Project
How Smart Leaders Make the Right Things Easier and the Wrong Things Harder
Huggy Rao
Robert Sutton
The Friction Project by Robert I. Sutton and Huggy Rao focuses on the concept of friction in organizations, highlighting both its positive and negative aspects. The authors provide tools and strategies for identifying, assessing, and addressing friction, including 'friction forensics' and a 'help pyramid.' They delve into common friction troubles such as oblivious leaders, addition sickness, broken connections, jargon monoxide, and fast and frenzied people and teams. The book emphasizes the importance of leaders acting as 'friction fixers' to improve communication, cooperation, and collaboration, and to maintain a productive workplace culture[2][4][6].
The Asshole Survival Guide
How to Deal with People Who Treat You Like Dirt
Robert Sutton
The Asshole Survival Guide provides a methodical approach to dealing with people who cause emotional distress. It offers strategies for avoiding, outwitting, and disarming such individuals, while also helping readers develop protective psychological armor. The book emphasizes understanding different types of 'asshole' behaviors and how to maintain sanity in the face of such interactions.
Bob Sutton is an organizational psychologist and bestselling author. In this zesty conversation with Adam, Bob shares insights on how to overcome friction at work. The two also discuss steps for leaders to become better listeners, the surprising advantages of inconvenience, and why it’s better to be a boring leader than an a-hole boss. Bob’s latest book, The Friction Project, is out now. Transcripts for ReThinking are available at go.ted.com/RWAGscripts
ReThinking 
