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358 Robert Sutton: How To Spot Bad Friction And Create Good Friction In Your Workplace
Manage episode 398320655 series 2709160
When’s the last time a customer service phone menu left you… genuinely angry? We build these systems to make things easier, layer systems on top of other systems, but who’s doing the gardening and pruning – the upkeep?
Our guest today calls this phenomenon friction. Robert Sutton has taught at Stanford since 1983, in that time covering everything from psychology to business management. Now he’s out with his 8th book, The Friction Project.
Bob and his co-writer Huggy Rao took on this idea of a maddeningly-frustrating phone menu to nail down where friction comes from – and how to treat it. But also, how can friction in our organizations actually be a force for good?
395 episode
Manage episode 398320655 series 2709160
When’s the last time a customer service phone menu left you… genuinely angry? We build these systems to make things easier, layer systems on top of other systems, but who’s doing the gardening and pruning – the upkeep?
Our guest today calls this phenomenon friction. Robert Sutton has taught at Stanford since 1983, in that time covering everything from psychology to business management. Now he’s out with his 8th book, The Friction Project.
Bob and his co-writer Huggy Rao took on this idea of a maddeningly-frustrating phone menu to nail down where friction comes from – and how to treat it. But also, how can friction in our organizations actually be a force for good?
395 episode
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