As an Agile Coach, you frequently encounter situations which demand quick thinking to get things moving in the right direction. Over time I have found few techniques which come out handy and always keep these in my playbook in case need arise. This is the third part in the series of tools that I have found useful in my role as Agile Coach – Asking Powerful Questions.
Purpose – As a Scrum Master, you will deal with different personas in the Scrum Team with clear goal to build a high performing team. Dealing with human psychology is complex at best (though I feel that it is chaotic at times). At times you are pulled into situations where there are conflicts among the team members and you may need to coach them to ensure it is constructive and doesn’t go down into war zone.
Description – Coaching is a guided discussion meant to sort out conversations, set goals or learn new behaviors. Start your coaching conversation by welcoming the participant and asking the person what he/ she would like to get out of the discussion. This will help set the objectives for the discussion and serve as a guardrail for channeling the conversation. This stage should not take more than 10% of the time.
Let the participant open up and talk about his/ her concerns. To get the person open up more, you may need to ask open ended question like –
“Tell me more about it?” or “What else?”
In order to gauge if the person has tried solving the issue by himself/ herself, you may ask below question –
“What have you tried and how has that worked out?”
Sometimes I find it helpful to ask below question to understand the person’s emotional state by asking –
“How does that make you feel?”
In addition to helping the person express his/ her feelings, it also provides us with good insight into how emotional aspects play into the issue. One of the useful follow up questions I find helpful is –
“If you were to give a suggestion to friend who in this scenario, what would it be?”
This helps the person to take a step back and analyze the problem from third party perspective. Sometimes, even a short question like below also help explore few options
“What is possible?”
Unless that person has not come up with options and you want to give any suggestion, first ask the person –
“May I offer you a suggestion?”
Then add your thoughts by stating –
“Have you explored … <option>?”
After the conversation has run its course, you would like to wrap up by asking the participant to summarize the take aways and next steps to ensure there will be a fruitful follow up. This should ideally be no more than 10% of the entire conversation.
Have you used this technique in coaching your team? If yes, please share your story.