What do a cancelled flight and a company reorganisation have in common? Someone has changed the plan, nobody asked first, and the person delivering the news gets the blame.

Most change programmes don't fail. They stop, quietly, without anyone announcing it, and a year later someone new asks whatever happened to them. The usual explanation is resistance. This talk argues that resistance is the wrong diagnosis.

Jessica Matthias has watched people react to plans falling apart in more than 250 airports across 120 countries. She also spent 15 years inside the travel technology industry, latterly as a global director at a company responsible for more than a billion travel bookings a year, where her job was persuading a global business to behave differently. An airport shows you in an hour what an organisation takes three years to admit.

Through six true stories from the road, structured around an airport departure board, she gives leaders the six frictions that stop change happening: effort, attachment, trust, risk, reward, and imagined. Each has a different remedy.

Every audience leaves with the Change Friction Test, a free four-minute diagnostic that scores their own organisation and hands them a departure board showing which frictions are "on time", which are delaying change, and which are preventing it.