Build a working agreement from friction

The team keeps saying, "We get surprised by late changes," but nobody knows what behavior should change on Monday. Friction -> trigger -> behavior -> timing -> RACI owner -> review The common shortcut is to write a vague norm like "communicate earlier." That feels agreeable but gives nobody a trigger, deadline, or owner, so the same surprise returns under pressure. Name the friction Use a psychologically safe prompt: "Where did surprise show up, and what did it cost the work?" The team identifies customer-facing scope changes after sprint start. This keeps the conversation about observable work impact rather than…

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