Workplace friction: Make the right things easier and the wrong things harder

Friction is simply putting obstacles in front of people that slow them down, that make their jobs hard to do, more difficult, maybe a little bit more frustrating. – Robert Sutton

Delve into the concept of workplace friction with Stanford professor, Robert Sutton. He discusses how to identify and manage friction, using it as a tool for growth and success.

He also stresses the importance of clear communication, setting realistic goals, understanding new technologies before implementing them, and focusing on customer satisfaction.

Table of Contents

1. Defining Workplace Friction
2. ‘Cone of Friction’ Phenomenon
3. Avoiding Unrealistic Task Assignments
4. Reconsidering First-mover Advantage
5. ‘Roach Motel Problem’ in Customer Service
6. ‘Addition Sickness’ in Problem-solving
7. Importance of Protocols and Routines
8. Avoiding ‘Jargon Monoxide’
9. Being Mindful of Others’ Time
10. ‘Power Poisoning’ as a Friction Source
11. ‘Cookie Licking’ as a Progress Staller
12. Effective Meeting Management

Defining Workplace Friction

Workplace friction refers to obstacles that slow down employees or make their jobs harder.

Though it can hinder productivity and morale, when used intentionally and strategically, friction can also create opportunities for growth and success.

‘Cone of Friction’ Phenomenon

Leaders sometimes unintentionally cause friction by failing to provide clear instructions or boundaries.

This ‘cone of friction’ underscores the need for effective communication about expectations and limits.