Concepts
Conflict is inevitable in any team, including in a Scrum environment, but the manner in which it is handled can help determine the success of the team in achieving its objectives. As an Advanced Certified ScrumMaster (A-CSM), understanding the default pattern of conflict resolution and being adept at employing alternative methods can become essential tools in managing team dynamics.
Default Pattern: Avoidance or Confrontation
The prevalent response to conflict within teams is either avoidance or confrontation. Some team members may choose to ignore the conflict, hoping it will resolve itself or disappear over time. On the contrary, some may directly engage in a confrontation, thinking that arguing the issue will bring resolution.
Example
For instance, during a sprint, developer A and developer B have a disagreement over the best approach to solve a particular problem. The ScrumMaster may choose to avoid intervening, believing that the developers can resolve their differences professionally. Alternatively, the ScrumMaster might confront the situation head-on, initiating a debate between the two developers to decide on the best approach.
However, both approaches have limitations. Avoidance could let the conflict to escalate and confrontations could damage relationships among team members, decreasing overall team collaboration and productivity.
Alternative 1: Facilitative Approach
The facilitative approach to conflict resolution is centered around improving communication. It encourages open dialogue and understanding, fostering a collaborative environment where everyone’s views are acknowledged and considered.
Example
In the case of developers A and B, the ScrumMaster might decide to have a three-way conversation to understand each developer’s point of view, fostering open communication. This method helps the people involved to understand each other’s perspectives better, often leading to a compromise that benefits the whole team.
This method fosters a culture of mutual respect and understanding within the team. It may require more time and patience, but it’s more effective for fostering team cohesion.
Alternative 2: Mediation
In situations where there is difficulty in reaching a consensus, mediation could provide the needed resolution. The ScrumMaster, as a mediator, provides an objective and neutral perspective that helps guide the team towards resolution without taking sides.
Example
For the same conflict between developers A and B, the ScrumMaster, as a mediator, would grasp both sides of the argument and guide each developer to appreciate the other’s viewpoint. The ScrumMaster could suggest options for resolution that neither developer may have considered. This type of intervention encourages open-mindedness and fosters innovation, making the team to be more resilient in the face of future conflicts.
This approach requires an understanding and objective ScrumMaster who can impartially influence the resolution process.
Comparing the Approaches
| Approach | Pros | Cons |
|---|---|---|
| Avoidance | Quick, Easy | Short-term |
| Confrontation | Direct, Immediate | Damages relationship |
| Facilitation | Fosters Communication | Time-consuming |
| Mediation | Fosters Innovation | Requires unbiased view |
In conclusion, conflict resolution is fundamental to helping teams overcome obstacles and meet their objectives. As an A-CSM, recognising the default patterns for managing conflicts within your team and being cognizant of the alternatives such as facilitation and mediation can be potent tools in your arsenal to foster better synchronisation and productivity among team members.
Answer the Questions in Comment Section
True or False: The default pattern for responding to conflict involves immediate and aggressive confrontation.
False
When comparing your default pattern for responding to conflict with alternatives, it can benefit you in the long run to consider ___?
- a) Emotional reactions
- b) Other people’s viewpoints
- c) How to retreat and avoid the issue altogether
- d) How to get revenge
b) Other people’s viewpoints
Option A is a default pattern for resolving conflict, and Option B is a proactive approach to resolution. If Option A is ignoring the conflict, what could option B be?
- a) Confrontation
- b) Deflection
- c) Open dialogue
- d) Evading the situation
c) Open dialogue
True or False: The aim of comparing your default pattern for responding to conflicts is to understand how you can handle such situations in a better way.
True
What is the most effective technique for resolving conflict in a Scrum team?
- a) Ignoring the conflict
- b) Confronting the conflict
- c) Open dialogue and negotiation
- d) Applying authority
c) Open dialogue and negotiation
When comparing your default pattern for responding to conflict with two alternatives, which sets of options would be considered?
- a) Open dialogue, Passive Aggressiveness
- b) Brushing conflict under the carpet, Empathetic listening
- c) Confrontation, Avoidance
- d) Mediation, Problem Solving
d) Mediation, Problem Solving
True or False: Your default pattern for responding to conflict can change depending on the situation and people involved.
True
As an A-CSM, how should you address a conflict within your Scrum team?
- a) By using only your default pattern
- b) By trying different conflict resolution methods
- c) By letting team members resolve it themselves
- d) By taking over and making decisions for the team
b) By trying different conflict resolution methods
Which of the following is NOT considered effective to manage conflict in a Scrum team?
- a) Active Listening
- b) Empathetic Understanding
- c) Interrupting
- d) Open Dialogue
c) Interrupting
True or False: Understanding your default pattern for responding to conflict can enhance your leadership skills as a ScrumMaster.
True
Which of the following alternative can help to change your default pattern for responding to conflict?
- a) Assertiveness Training
- b) Cognitive Behavior Therapy
- c) Both (a) and (b)
- d) None of the above
c) Both (a) and (b)
True or False: As an A-CSM, having a recognized pattern for responding to conflict and exploring alternatives should be avoided to maintain authority within the team.
False
Great post! Comparing our default conflict response patterns with alternatives is really crucial.
I usually avoid conflicts, but I’d like to explore the ‘confronting’ technique to be more proactive. Thoughts?
Thanks for the post, very informative!
Anyone use ‘collaborating’ as their go-to conflict resolution? How has it worked for you in Scrum settings?
I tend to accommodate others to avoid conflict. Any suggestions for a more balanced approach?
Thanks! This really helped me think about alternative ways to handle conflict.
I dislike too much theoretical content. The examples were okay, but could have been better.
Good read. I never really thought about ‘compromising’ as an option until now.