Certified ScrumMaster (CSM) is a professional certification that validates your knowledge of Scrum, an agile methodology for managing a project. One of the key roles of a ScrumMaster is to remove impediments that hinder the productivity of the team. These obstacles could be external (like dependencies on other teams) or internal (like lack of clarity in the product backlog). To successfully do this, a ScrumMaster uses a variety of techniques. Let’s explore one such technique in detail — conflict resolution.
Conflict Resolution
Conflict resolution pertains to resolving interpersonal disagreements within the team. Conflicts, if left unchecked, can escalate into impediments and hamper team performance. Therefore, a ScrumMaster should be proficient in managing these conflicts.
Steps in Conflict Resolution
- Identification: The first step is to identify conflicts, which may not be as evident as ScrumMasters anticipate. Subtle signs like withdrawal from discussions or passive-aggressive interactions are all indicators of a brewing conflict.
- Understanding the root cause: The next step is to understand the cause of the conflict. Is it a clash of personalities, difference of opinions, or misunderstanding? A clear understanding of the cause makes resolution easier.
- Resolution or mediation: Depending on the cause and severity of the conflict, the ScrumMaster can either resolve the conflict directly or mediate to enable the parties to resolve it.
- Reflection and learning: Finally, reflect on the conflict and its resolution. What can be done differently next time to prevent a similar situation?
Example
Let’s consider a hypothetical situation where team members A and B are having a conflict. The cause is that A, a developer, feels that B, a tester, is reporting trivial bugs that are significantly slowing down the development process. This has led to mounting tension and disagreement between the two.
Here’s how the ScrumMaster can apply the conflict resolution technique:
- Identification: During a daily Scrum meeting, the ScrumMaster notices A and B’s communication breakdown.
- Understanding the root cause: Through one-to-one conversations with A and B, the ScrumMaster understands that the issue is a difference of opinion on what constitutes a ‘significant’ bug.
- Resolution: The ScrumMaster organizes a meeting with the entire team where they collectively define what is considered a significant bug, thus ensuring a shared understanding and avoiding such conflicts in the future.
- Reflection and learning: The ScrumMaster discusses with the team the importance of having clear, team-wide definitions to avoid ambiguities and misunderstandings.
In conclusion, a ScrumMaster who is proficient in conflict resolution can prevent interpersonal conflicts from becoming major impediments to the project. Remember, the role of a ScrumMaster is not just to respond to conflicts or obstacles but to anticipate and mitigate them. By doing so, they can ensure a smooth, collaborative, and productive Scrum team.
This is just one technique that ScrumMasters can apply to resolve impediments. There are many more, and the Certified ScrumMaster (CSM) curriculum covers these in great depth. So whether you’re preparing for the CSM exam or just looking to enhance your Scrum practices, it’s worth exploring these techniques.
Practice Test
True or False: As a ScrumMaster, you can resolve an impediment by ignoring it and hoping it resolves itself.
- True
- False
Answer: False
Explanation: Ignoring the problem won’t make it disappear. It’s imperative to tackle the impediment head-on and find the best possible solution.
True or False: One possible technique a ScrumMaster can use to resolve an impediment is to facilitate a discussion among the team to brainstorm solutions.
- True
- False
Answer: True
Explanation: Facilitation is a technique employed by ScrumMasters to help the team come up with solutions. This encourages active participation and fosters creativity.
What should a ScrumMaster do to resolve an impediment?
- A) Provide a solution himself.
- B) Let the team figure it out on its own.
- C) Facilitate a discussion among the team members to come up with potential solutions.
- D) Delegate the task to a team member.
Answer: C) Facilitate a discussion among the team members to come up with potential solutions.
Explanation: A ScrumMaster should primarily play a facilitating role, enabling the team to figure out the best possible solution.
True or False: External dependencies can be treated as impediments in a Scrum team.
- True
- False
Answer: True
Explanation: External dependencies are considered as impediments because they can slow down or halt the progress of the Scrum team.
What technique can be used by ScrumMasters to handle an impediment related to conflicts in the team?
- A) Ignoring the conflict
- B) Introducing a new team member
- C) Mediation or conflict resolution
- D) Re-assigning the conflicting team members to different tasks
Answer: C) Mediation or conflict resolution
Explanation: As part of their roles, ScrumMasters can act as mediators to resolve conflicts in teams, thereby removing impediments.
What is a method to resolve a blocked user story due to lack of skillset in the team?
- A) Find another team
- B) Arrange necessary training or the inclusion of a skilled member
- C) Ignore the blocker
- D) Defer the user story to next sprint
Answer: B) Arrange necessary training or the inclusion of a skilled member
Explanation: The ScrumMaster can organise necessary training for the team, or bring in a skilled member, to unblock the user story.
True or False: Impediment resolution involves only team members within a Scrump team.
- True
- False
Answer: False.
Explanation: Impediment resolution may involve external stakeholders as well, depending on the nature and the scope of the impediment.
In what order should the ScrumMaster address impediments?
- A) Alphabetical order
- B) Order of arrival
- C) In order of their impact on the project
- D) Order of complexity
Answer: C) In order of their impact on the project
Explanation: The ScrumMaster should address the impediments based on their impact on the project, starting with the most impactful and critical ones.
True or False: Reporting an impediment to the higher management is a way for ScrumMaster to resolve it.
- True
- False
Answer: True
Explanation: If an impediment is beyond the ScrumMaster’s control, escalating it to higher management is a practical route for resolution.
What can a ScrumMaster utilise to keep track of impediments?
- A) A risk register
- B) A stakeholder map
- C) An impediment backlog
- D) A project charter
Answer: C) An impediment backlog
Explanation: An impediment backlog is a tool that helps to keep track of the impediments and their resolution status.
Interview Questions
What is an impediment in the context of scrum?
In the context of scrum, an impediment refers to any hindrance or obstacle that prevents the team members from performing their work efficiently and effectively.
Who is responsible for removing impediments in a scrum team?
The Scrum Master is responsible for removing any impediments that are obstructing the team’s progress.
What is one technique that a Scrum Master can use to resolve an impediment?
One useful technique is to facilitate a root cause analysis that can help to identify the underlying cause of the impediment. Once identified, a solution can then be formulated and implemented to remove the obstacle.
How can the Daily Scrum be used as a technique to help resolve impediments?
The Daily Scrum meeting can act as a forum for team members to discuss any impediments they are encountering and to seek help from their peers. This could lead to quicker identification of solutions or even preemption of obstacles.
How can maintaining a well-prioritized and ordered Product Backlog help in resolving an impediment?
An up-to-date and prioritized Product Backlog make it easy for the team members to understand the work they have to do. This can prevent misunderstandings and mitigate the risk of impediments popping up.
How can engaging stakeholders effectively help resolve obstacles?
By engaging stakeholders effectively, any requirements or changes are communicated promptly, therefore reducing the occurrence of any unforeseen impediments.
What role does good communication play in resolving impediments?
Good communication allows any potential impediments to be identified and addressed quickly. This could involve the Scrum Master communicating effectively with team members, stakeholders, or other Scrum Masters.
How can transparency in scrum help in dealing with impediments?
Transparency in scrum allows issues and impediments to be identified early. This help in dealing with them effectively, preemptively mitigating their impacts.
What is a retrospective meeting and how can it help with impediments?
A retrospective meeting is a regular meeting where the team reflects on the past sprint in terms of what went well and what didn’t. This meeting can be used to identify any impediments that were faced and brainstorm ways to prevent these issues moving forward.
How does having a dedicated team help in resolving or preventing impediments?
By having a dedicated team and mitigating resource shuffling, teams can reach a state of high performance faster and they can tackle any impediments more efficiently due to their adjusted workflow and understanding of team dynamics.
How do visual management techniques, like Kanban boards, aid in managing impediments?
Visual management tools can increase visibility of work, blockages and bottlenecks. This can help in early identification and resolution of impediments.
How can the use of scrum artifacts help in resolving impediments?
Scrum artifacts like the product backlog, sprint backlog, and the increment help maintain transparency and keep everyone in the team on the same page. This could lead to quicker identification and elimination of impediments.
How can the Scrum Master leverage coaching techniques to resolve impediments?
The Scrum Master can use coaching techniques to help the team come up with their own solutions to the impediment. This may involve questioning, guiding, and supporting the team rather imposing a solution onto them.
How does promoting a culture of continuous improvement help in addressing impediments?
A culture of continuous learning and improvement might help the team to not only quickly identify and eliminate impediments but also learn from them to avoid similar issues in future.
How can the Scrum Master collaboration with the Product Owner help in overcoming impediments?
The Scrum Master and Product Owner can work together to understand the impact of an impediment on the product backlog and then adjust the backlog or release plan accordingly. This can help in minimizing the effect of an impediment on the end-product.
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