Answering: “A few members of the Scrum Team discuss work that is not being done. Some say it is part of the Definition of Done; others say it isn’t. After an hour of angry discussion, someone starts making personal insults and the anger level goes way up. What is the best action for the Scrum Master to take?”

Handling Conflict Over the Definition of Done

Conflicts can arise within Scrum Teams, especially when there are disagreements about crucial elements such as the Definition of Done (DoD). The Scrum Master plays a key role in facilitating the resolution of such conflicts. This article explores a specific exam question about the best action for a Scrum Master to take when team members disagree about the Definition of Done, providing detailed explanations and insights relevant to the PSM II exam.

Exam Question

A few members of the Scrum Team discuss work that is not being done. Some say it is part of the Definition of Done; others say it isn’t. After an hour of angry discussion, someone starts making personal insults and the anger level goes way up. What is the best action for the Scrum Master to take? (choose the best answer)

• A. Defuse the conflict. Take the Definition of Done and tell the Scrum Team members how to interpret it so they can autonomously decide whether the debated work is or is not part of it.
• B. End the discussion. Make the call whether the work is or is not part of the Definition of Done. Identify who is involved in the conflict and decide on their further presence on the team.
• C. Conduct a session to help the entire team resolve the conflict, create a uniform Definition of Done, and become effective again. Remind the team that conflicting ideas are natural, but making it personal doesn’t help.
• D. Take the people involved aside. Ask them to resolve the situation outside of the team, if required through their managers. The goal is to maintain stability in the team.

Correct Answer

C. Conduct a session to help the entire team resolve the conflict, create a uniform Definition of Done, and become effective again. Remind the team that conflicting ideas are natural, but making it personal doesn’t help.

Explanation

Correct Answer

C. Conduct a session to help the entire team resolve the conflict, create a uniform Definition of Done, and become effective again. Remind the team that conflicting ideas are natural, but making it personal doesn’t help: This approach focuses on facilitating a collaborative resolution to the conflict. By conducting a session, the Scrum Master helps the team address the underlying issues, reach a consensus on the Definition of Done, and restore team harmony. Emphasizing that conflicting ideas are natural but should not be personal helps the team understand the importance of healthy debate and respectful communication.

Incorrect Answers

A. Defuse the conflict. Take the Definition of Done and tell the Scrum Team members how to interpret it so they can autonomously decide whether the debated work is or is not part of it: While defusing the conflict is important, telling the team how to interpret the Definition of Done undermines their self-management. The team should be facilitated to reach their own consensus.

B. End the discussion. Make the call whether the work is or is not part of the Definition of Done. Identify who is involved in the conflict and decide on their further presence on the team: This approach is too authoritative and does not support the principles of self-management and collaboration. It also risks further alienating team members.

D. Take the people involved aside. Ask them to resolve the situation outside of the team, if required through their managers. The goal is to maintain stability in the team: While this might temporarily defuse the conflict, it does not address the root cause or help the team improve their collaboration. Additionally, involving managers can undermine the self-managing nature of the team.

Responsibilities in Scrum

• Product Owner: The Product Owner should ensure that the Definition of Done is clear and agreed upon by all team members. They collaborate with the Developers to refine and update the DoD as needed.
• Scrum Master: The Scrum Master facilitates the resolution of conflicts and helps the team maintain a shared understanding of the Definition of Done. They coach the team on effective communication and conflict resolution skills.
• Developers: Developers are responsible for adhering to the Definition of Done and ensuring that their work meets the agreed-upon criteria. They collaborate to refine and update the DoD as necessary.

Relevance to the PSM II Exam

Understanding how to handle conflicts and facilitate the creation of a uniform Definition of Done is crucial for the PSM II exam. It demonstrates advanced knowledge of Scrum principles and the role of the Scrum Master in fostering a collaborative and productive team environment. Mastering this concept ensures that Scrum Masters can effectively guide their teams in resolving conflicts and maintaining high-quality standards.

Key Takeaways

• Facilitating a collaborative resolution to conflicts helps the team reach a consensus and restore harmony.
• The Definition of Done should be a shared understanding among all team members.
• Emphasizing that conflicting ideas are natural but should not be personal helps maintain respectful communication.

Conclusion

Conflicts over the Definition of Done can disrupt the effectiveness of a Scrum Team. By conducting a session to help the team resolve the conflict and create a uniform Definition of Done, the Scrum Master fosters collaboration and restores team harmony. Understanding these principles is crucial for effective Scrum implementation and success in the PSM II exam.