Podcast Title: How to Be a Better Human

Episode: How to Fix Any Problem (w/ Anne Morriss and Frances Frei)
Release Date: November 18, 2024
Host: Chris Duffy
Guests: Anne Morriss and Frances Frei
Produced by: TED

Introduction to Problem-Solving Philosophy

In this enlightening episode of How to Be a Better Human, host Chris Duffy delves into the art of problem-solving with esteemed guests Anne Morriss and Frances Frei. Both Morriss and Frei, renowned for their expertise in organizational leadership and problem-solving, share their strategies and philosophies on addressing and resolving issues both big and small. The conversation is enriched with insights from their book, Move Fast and Fix Things, and their collaborative podcast, Fixable.

The Flawed Notion of “Move Fast and Break Things”

Anne Morriss opens the discussion by challenging the widely adopted Silicon Valley ethos of "Move fast and break things." She argues that this approach, popularized by figures like Mark Zuckerberg, creates a false dichotomy between rapid progress and responsible stewardship. Morriss emphasizes that successful leaders can indeed move quickly while simultaneously ensuring the well-being of their teams and stakeholders.

Anne Morriss [04:15]: "The most effective leaders we know solve problems at an accelerated pace while also taking responsibility for the success and well-being of their customers and employees and shareholders. They move fast and fix things."

Frances Frei complements this by acknowledging the initial intent behind "Move fast and break things" but points out its shortcomings over time. She notes that the philosophy often leads to neglecting the foundational elements necessary for sustainable progress.

Frances Frei [09:13]: "In Mark's defense, he did, about 10 years later, say that move fast and break things wasn't the right idea. And then he changed it to move fast with a stable infrastructure."

The Five-Day Framework for Solving Problems

Chris Duffy introduces the core framework that Morriss and Frei utilize to tackle problems efficiently. This structured approach spans five days, each dedicated to a specific aspect of problem-solving:

1. Monday: Find the Real Problem

   • Objective: Move beyond symptoms to identify the root cause.
   • Strategy: Engage in genuine dialogue with stakeholders to uncover the underlying issue.

2. Tuesday: Solve for Trust

   • Objective: Build and maintain trust using the "Trust Triangle"—comprising logic, authenticity, and empathy.
   • Key Insight: Successful problem-solving relies on establishing trust between involved parties.

3. Wednesday: Make New Friends

   • Objective: Incorporate diverse perspectives by involving individuals outside the usual circles.
   • Strategy: Enhance the plan by inviting new voices to contribute unique insights.

4. Thursday: Craft a Story

   • Objective: Develop a compelling narrative that communicates the solution effectively.
   • Strategy: Use storytelling to ensure the plan is understood and adopted widely.

5. Friday: Move Fast

   • Objective: Implement the solution swiftly while maintaining the established trust and narrative.
   • Strategy: Apply speed accelerants judiciously to avoid falling back into the "break things" mentality.

Frances Frei [24:53]: "Monday we say find the real problem... Tuesday is solve for trust... Wednesday is make new friends... Thursday is all about how do you craft a story... and then Friday you get to go fast."

Overcoming Psychological Barriers in Problem-Solving

The conversation highlights the psychological challenges that often hinder effective problem-solving, such as overconfidence and lack of self-awareness. Morriss and Frei discuss techniques to mitigate these barriers, emphasizing the importance of humility and continuous questioning.

Anne Morriss [28:07]: "We're gonna slow you way down and force you on Monday to make sure that you're solving the right problem."

Frances Frei advises using diagnostic questions to assess whether the real problem has been identified accurately.

Frances Frei [27:47]: "If you wanted to save yourself from waiting till Wednesday, the test we ask you to do on Monday is, what's the symptom?... If they're the same thing, I promise you, you're not there."

Applying the Framework Beyond Organizations

While Morriss and Frei primarily work with businesses and leaders, they assert that their problem-solving framework is universally applicable, extending to societal issues and interpersonal relationships. Chris Duffy relates this to personal experiences, such as writing a book, illustrating how breaking down large tasks into manageable actions fosters progress.

Anne Morriss [14:00]: "If you reduce the scale you get your head around, you realize, oh, yeah, I can put this sentence together. I can do subject, verb, object, and move forward."

Building and Maintaining Trust: The Trust Triangle

A significant portion of the episode is dedicated to understanding and leveraging the "Trust Triangle," which consists of three pillars: authenticity, empathy, and logic. Morriss and Frei explain that trust is foundational to effective problem-solving and provide actionable steps to reinforce each pillar.

Anne Morriss [20:53]: "When we see trust between two people, we always, always, always observe three specific dynamics... authenticity, empathy, and logic."

They elaborate on how each element contributes to trust and the importance of addressing any "wobbles," or weaknesses, within these pillars to maintain strong, trusting relationships.

Case Study: Reducing Meeting Overload

Morriss and Frei share a compelling case study where they helped an organization cut down meeting times by 50%. The underlying problem was an excessive number of meetings with poor facilitation, leading to inefficiency and wasted time. By implementing structured meeting management and clear attendance guidelines, they streamlined the process, resulting in more productive and meaningful interactions.

Frances Frei [17:39]: "The headline statistic on that example was astonishing. I think the amount of time people are spending in meetings in this organization is down 50%."

Encouraging a Culture of Continuous Improvement

The guests emphasize the importance of fostering a culture that prioritizes continuous improvement and problem-solving. They advocate for experimental framing and iterative processes, allowing organizations and individuals to adapt and refine their approaches over time.

Anne Morriss [40:31]: "If you can make this discussable and then bring this experimental framing to people who do have formal authority in the system, like, here's our feedback on how this is going. Here's some suggestions. Our expectation is that you can find a breakthrough here."

The Role of Humor in Problem-Solving

Humor emerges as a vital tool in the problem-solving arsenal, aiding in easing tensions and fostering a sense of shared humanity. Morriss and Frei discuss how laughter can act as a social lubricant, making difficult conversations more approachable and enhancing team cohesion.

Frances Frei [42:59]: "One of the things that she says with beautiful comedic timing is... there is not a single thing that is not made better by laughter."

Practical Advice for Non-Leaders

For listeners who may not hold formal leadership positions but wish to instigate change, Morriss and Frei offer practical strategies. They suggest demonstrating credibility through personal action and crafting compelling narratives that highlight the potential benefits of proposed changes.

Frances Frei [31:16]: "The best way to implement change in an organization is have somebody come knock on the door and say, how'd you turn that around?"

Personal Reflections and Encouragement

Chris Duffy shares his personal struggles with feeling overwhelmed by problems, highlighting the importance of the guests' approach in fostering hope and actionable steps. Morriss and Frei reassure listeners that their methods are designed to empower individuals to take control and make meaningful progress, no matter the scale of the issue.

Frances Frei [34:58]: "We are the lesbians next door for you, Chris Duffy."

Anne Morriss [35:24]: "We have to ask the thing you're afraid of saying and give them a chance to respond to it and give yourselves a chance to work through it."

Conclusion: Embracing the Fixable Mindset

The episode concludes with Morriss and Frei reiterating the transformative power of their problem-solving framework. They encourage listeners to embrace curiosity, authenticity, and empathy as foundational elements in addressing and overcoming challenges. The guests leave the audience with a sense of empowerment and a clear roadmap for tackling problems effectively.

Anne Morriss [44:19]: "We use humor all the time in our work... Humor allows us to connect with them at the level of a human being."

Frances Frei [45:13]: "Fix something yourself in your own scope so that you can show you're a credible messenger."

Key Takeaways:

1. Identify Root Causes: Move beyond surface symptoms to uncover the true problem.
2. Build Trust: Utilize the Trust Triangle—authenticity, empathy, and logic—to establish and maintain trust.
3. Incorporate Diverse Perspectives: Engage new voices to enrich problem-solving.
4. Craft Compelling Narratives: Use storytelling to communicate solutions effectively.
5. Implement Swiftly with Care: Move quickly while maintaining responsibility and trust.
6. Foster a Continuous Improvement Culture: Encourage iterative processes and experimental framing.
7. Leverage Humor: Use laughter to ease tensions and build connections.
8. Empower Individuals: Encourage proactive problem-solving regardless of formal authority.

For more insights and strategies on becoming a better human, tune into future episodes of How to Be a Better Human and explore the work of Anne Morriss and Frances Frei through their podcast, Fixable.