Your default pattern or style in managing the situation can greatly influence the dynamics of your team and potentially, the progress of your project. For the purpose of our discussion, let’s consider three styles of conflict resolution: avoiding, competing, and collaborating.
Avoiding
Avoiding is a common strategy when the stakes of the conflict are low, or when there’s a lack of sufficient information to make a decision. The avoiding method entails acknowledging that a conflict exists, but deciding to postpone dealing with it for later or completely ignoring it. It is also applicable in situations where the potential for intensity or harm outweighs the benefits of resolution.
Competing
Competing, on the other hand, is a more aggressive, win-lose approach to conflict management. People who prefer the competing style take firm stands on their points of view and try to convince others to accept their stance. This style is particularly useful during crises, when quick decisions need to be made, or when defending something you deeply believe in.
Collaborating
Lastly, collaborating is a win-win method of resolving conflict. It incorporates communicating openly about the issues, expressing willingness to listen to others’ opinions, and collectively developing a solution that everyone is on board with. This style is most effective when all parties are invested in the resolution, when the conflict affects many people or when maintaining relationships is a high priority.
Most Scrum Masters and their styles
Most Scrum Masters would default to one of these styles, often depending on what their personality type is, or the dynamics of the team they manage. For instance, an introverted Scrum Master might default to the avoiding style to preserve peace within the team, while their extroverted counterpart might lean towards the competing style to quickly make decisions and move forward.
However, as an Advanced Certified ScrumMaster (A-CSM), it’s crucial to be versatile and learn when and how to adopt different conflict management techniques. Every day, Scrum Masters work with a variety of individuals, each having different temperaments, ideas, and interests; which means conflicts of all sorts are inevitable.
Let’s put these two additional conflict resolution strategies into perspective
Jane, an A-CSM, is managing a team with conflicting views on how to approach a particular task in the project. Jane’s default style is to avoid conflict and hope that the team members settle the issue themselves. However, instead of defaulting to her usual style, Jane decides to adopt the collaborating style. She facilitates an open discussion, encourages shared decision-making, and guides the team to a resolution that everyone agrees on.
On another occasion, the team is facing a tight deadline. A conflict arises between two team members on a smaller aspect of the project. Jane acknowledges the conflict but given the urgency of the project, she adopts the competing style, applies her expertise, and provides a decisive resolution to keep the project on track.
The importance of flexibility in conflict resolution within the Scrum framework
This illustrates the importance of flexibility in conflict resolution within the Scrum framework. As an A-CSM, one should not solely rely on their default style but must harness multiple conflict resolution techniques depending on the situation. Harnessing these styles effectively can improve the functioning of the team, foster a more cohesive working environment, and ultimately, boost the success of the project.
Practice Test
True or False: The default pattern for responding to conflict includes avoiding the conflict and refusing to acknowledge it.
- Answer: False
Explanation: Avoiding conflict is one pattern, but the default pattern differs for everyone depending on their personality and other factors.
True or False: Assessing your default conflict resolution style involves self-reflection and understanding of how you typically react in a conflict situation.
- Answer: True
Explanation: Assessing your default conflict resolution style requires introspection and general acknowledgment of your typical reactions to conflicting situations.
Which of the following are alternatives to the default pattern of conflict resolution?
- A. Confrontational
- B. Passive
- C. Compromising
- D. Collaborative
- Answer: C & D
Explanation: These styles, Compromising and Collaborative, are constructive alternatives that would lead to resolution of conflicts.
True or False: The A-CSM certification teaches how to turn conflict into a constructive practice.
- Answer: True
Explanation: The A-CSM certification does include teaching methodologies to turn conflict into constructive and productive outcomes.
Is the A-CSM certification more focused on mastering Scrum principles or conflict resolution skills?
- Answer: Scrum principles
Explanation: While conflict resolution is an important skill, the primary focus of the A-CSM certification is to help one master Scrum principles.
True or False: The accommodating pattern of conflict resolution is a healthy alternative to default pattern.
- Answer: False
Explanation: The accommodating pattern is considered unproductive and damaging. It may seem like resolving the conflict but actually avoids addressing the actual issues.
Which of the following is an assertive and cooperative approach to conflict resolution?
- A. Avoiding
- B. Competing
- C. Accommodating
- D. Collaborating
- Answer: D
Explanation: Collaborating approaches conflict with an open mind and effort to find a solution that satisfies all parties involved.
What is the most suitable method of conflict resolution in Scrum?
- A. Avoidance
- B. Accommodation
- C. Compromise
- D. Collaboration
- Answer: D
Explanation: Collaboration is the most suitable method as it ensures all concerns are addressed and decisions are made for the benefit of the team and project.
True or False: A ScrumMaster must make decisions during conflict situations.
- Answer: False
Explanation: A ScrumMaster helps to facilitate discussions but does not make decisions for the team.
In Scrum, who is responsible for resolving conflicts within the team?
- A. ScrumMaster
- B. Product Owner
- C. Scrum Team
- D. CEO
- Answer: C
Explanation: The Scrum team themselves are responsible for resolving conflicts, while the ScrumMaster only provides guidance and facilitation.
True or False: The A-CSM exam includes questions about personal conflict resolution styles.
- Answer: False
Explanation: The A-CSM exam focuses more on Scrum principles and roles, rather than individual conflict resolution styles.
True or False: A good ScrumMaster adapts his conflict resolution style according to the situation.
- Answer: True
Explanation: A competent ScrumMaster is adaptable and chooses the best approach according to the specifics of the conflict and personalities involved.
Which of the following is a proactive response to conflict?
- A. Avoidance
- B. Accommodation
- C. Competing
- D. Collaboration
- Answer: D
Explanation: Collaboration actively seeks out a positive solution that benefits all parties involved in the conflict.
True or False: The A-CSM exam requires knowledge of several conflict resolution styles.
- Answer: True
Explanation: Understanding multiple conflict resolution styles helps ScrumMasters facilitate conflict resolution effectively within their teams.
Which of the following conflict resolution styles is the least preferred in Scrum?
- A. Competing
- B. Avoidance
- C. Accommodating
- D. Compromise
- Answer: B
Explanation: Avoidance is the least preferred as it discourages open communication and does not resolve the actual issues.
Interview Questions
Q1: What is the default pattern of conflict resolution in a Scrum framework?
A1: The default pattern of resolution could depend on the Scrum Master or team dynamics, must consider collaborative or competitive approaches. Collaborative approach involves working together to find a collectively agreeable solution, whereas the competitive approach involves asserting one’s viewpoint at the possible expense of another’s.
Q2: What is the significance of conflict resolution in Scrum?
A2: It is significant in Scrum as unresolved conflicts can reduce team productivity, reduce morale, and cause project delays. It is the Scrum master’s responsibility to help the team members manage and resolve their conflicts in a constructive manner.
Q3: What is an alternative strategy to manage conflict in Scrum?
A3: One alternative strategy is the compromising approach. In this pattern, conflicting parties find a mutual acceptable solution which partially satisfies both parties.
Q4: How another alternative OSPO (Open, Sort, Pursue Options and Plan) conflict resolution model work?
A4: The OSPO model involves openly discussing the conflict, sorting out the options available, pursuing the options together, and making a plan to act on the decided solution.
Q5: How should a Scrum master help to resolve a conflict between team members according to OSPO model?
A5: The Scrum master should facilitate open and unbiased discussion about conflict, make sure that all potential solutions are sorted and considered, help the team to work together for the most suitable solution and ensure that they make a plan to implement the decision.
Q6: Is withdrawal or avoidance a good alternative strategy for conflict resolution in a Scrum team?
A6: Unless a conflict is trivial or no worthy solution exists, avoidance is generally not a good strategy as it may lead to the exacerbation of the issue or even resentment among team members.
Q7: In what cases might Scrum Master use administratively-oriented procedures for conflict resolution?
A7: In cases where conflict is negatively affecting the team’s productivity or schedule and a quick decision is necessary, Scrum Master may need to intervene and impose a solution.
Q8: How does a forcing conflict resolution strategy work in Scrum?
A8: In a forcing strategy, one person exercises their power to impose their will on the others. This might work in some scenarios, but can often lead to greater conflict, as the ignored party may feel unheard or unimportant.
Q9: Which characteristics should a conflict resolution pattern have in a Scrum framework?
A9: A conflict resolution pattern should promote open communication, be considerate of all team member inputs, encourage collaboration, and have a clear plan of action.
Q10: What is the “Problem Solving” method of conflict resolution and how it can be used in Scrum?
A10: The “Problem Solving” method is when parties in conflict directly confront the issue and work jointly and cooperatively to find a solution that satisfies their needs. It can be used in Scrum by having the Scrum master or team members openly discussing the issue, brainstorming solutions, discussing the pros and cons, and ultimately deciding on the solution that benefits the team most.
Q11: How can a Scrum Master prevent conflicts in a Scrum team?
A11: A Scrum Master can prevent conflicts by promoting an open communication culture, setting clear expectations, respecting each team member’s input, and facilitating regular team meetings to identify potential issues early.
Q12: Can a facilitator-oriented procedure be used in Scrum for conflict resolution?
A12: Yes, a facilitator-oriented procedure focuses on guiding the discussion and negotiation between conflicting parties to help draw out their interests and assist them in finding common ground. The Scrum Master can employ this procedure as a neutral party.
Q13: Name at least two strategies for handling conflicts in agile teams?
A13: Some of the conflict resolution strategies that can be utilized in agile teams include Collaborative Approach, Compromising approach, OSPO model, and Problem-solving method.
Q14: What is the Smoothing/Accommodating strategy in conflict resolution, and when can it be used?
A14: The Smoothing/Accommodating strategy involves one person sacrificing their interests to satisfy the other’s. This strategy can be used when the competition is non-productive, the conflict is not very important, or maintaining harmony in the team is necessary.
Q15: Why are conflict resolution strategies important in Scrum?
A15: Conflict resolution strategies are important in Scrum because conflicts, if not handled correctly, can lead to team divisions, low morale, project delays, and lower productivity. Suitable strategies ensure conflicts are dealt with in a way that promotes cooperation, mutual respect and keeps the project on track.
extutorials.com