Scrum Master Toolbox Podcast: Agile Storytelling from the Trenches

Episode: Balancing Team Protection and Stakeholder Engagement | Karen Suarez
Host: Vasco Duarte
Guest: Karen Suarez
Release Date: March 18, 2025

Introduction

In this engaging episode of the Scrum Master Toolbox Podcast, host Vasco Duarte, a seasoned Agile Coach and Certified Scrum Master, delves into the delicate balance between protecting Agile teams and maintaining robust engagement with stakeholders. Joining him is Karen Suarez, an experienced Scrum Master who shares her firsthand experiences and insights on navigating team dynamics and stakeholder interactions.

Guest Background and Inspiration

Karen Suarez begins by discussing the pivotal resources that shaped her career as a Scrum Master:

• The Scrum Guide: Emphasized its importance as a foundational text, encouraging regular reading and reinterpretation to deepen understanding.

  "I learned something new on how I interpreted this Scrum guide at some point... I encourage people to keep doing it on a regular basis." [01:28]

• "How to Create Tech Products Customers Love" by Marty Kagan: This book broadened her perspective on supporting Product Owners, especially from her technical background as a QA Engineer transitioning into Scrum Master roles.

  "This book really helped me to understand how I can help the product owner, how to relate with their responsibilities and this role." [01:28]

Karen highlights the importance of empathy in the Scrum Master's role, particularly in understanding and alleviating the challenges faced by Product Owners. She underscores the necessity of effective communication and collaboration between the Scrum Master, Product Owner, and development teams to ensure cohesive product delivery.

Case Study: Protecting the Team While Engaging Stakeholders

Karen recounts two significant scenarios from her career, focusing on her early experiences as a Scrum Master:

1. Initial Approach to Team Protection:

   • Context: Managing a team of approximately 15 members in an open office environment.

   • Challenge: Frequent interruptions from business stakeholders seeking quick answers or new topics, disrupting the team's focus and workflow.

   • Initial Strategy: Adopted a rigid protection stance, limiting stakeholder interactions exclusively to Scrum events (e.g., refinement, sprint planning, reviews).

     "I started mostly becoming like a guardian dog... closing every other space of dialogue." [04:29]

   • Outcome: While team focus improved, the relationship between the team and stakeholders suffered, leading to uncertainties about whether the team was progressing on the right objectives.

     "We were focused, but were we doing the right things." [06:09]

2. Revised Strategy for Balancing Protection and Engagement:

   • Adjustment: Introduced designated "office hours" on specific days and times (e.g., Mondays, Wednesdays, Fridays between 3-5 PM) where stakeholders could approach the team with questions or requests.

     "We decided... we're open. You can come whenever you want." [06:50]

   • Implementation: Allowed stakeholders to submit non-urgent queries via Slack or email, creating a backlog of requests to be addressed during Sprint Planning or Refinement meetings.

     "We have a backlog of requests... to work on that kind of topics." [08:37]

   • Result: Enhanced communication channels maintained team focus while fostering better relationships with stakeholders. This approach prevented frequent disruptions and ensured that the team could prioritize effectively.

     "This allowed us to use really the focus time on developing to stay focused and improve the relation between these other worlds." [08:22]

Key Takeaways and Insights

1. Balancing Protection and Communication:

   • Protecting the Team: Essential to minimize unnecessary interruptions and allow teams to maintain focus on their tasks.
   • Engaging Stakeholders: Vital for ensuring that the team remains aligned with business goals and customer needs.

2. Flexible Engagement Strategies:

   • Office Hours Model: Establishing specific times for stakeholder interactions can mitigate constant disruptions while keeping lines of communication open.
   • Digital Backlogs: Utilizing tools like Slack or email to collect non-urgent requests helps prioritize and manage stakeholder inputs systematically.

3. Continuous Improvement Through Retrospectives:

   • Organic Issue Identification: Initially, interruptions were not a primary discussion point in retrospectives. Over time, as the volume of requests increased, it became a focal topic, emphasizing the importance of addressing emerging challenges proactively.

     "Once we started having a lot of requests, we said, okay, there's something to improve here." [11:48]

4. Collaborative Response to Stakeholder Requests:

   • Team Involvement: Ensuring that relevant team members, including Product Owners and QA Engineers, participate in addressing stakeholder requests fosters a comprehensive and unified approach to problem-solving.

Notable Quotes

• "I encourage people to keep doing it on a regular basis." — Karen Suarez [01:28]
• "We were focused, but were we doing the right things." — Karen Suarez [06:09]
• "We decided... we're open. You can come whenever you want." — Karen Suarez [06:50]
• "This allowed us to use really the focus time on developing to stay focused and improve the relation between these other worlds." — Karen Suarez [08:22]
• "Once we started having a lot of requests, we said, okay, there's something to improve here." — Karen Suarez [11:48]

Conclusion

In this episode, Karen Suarez effectively illustrates the intricate balance between safeguarding team productivity and fostering meaningful stakeholder engagement. Her proactive strategies, such as implementing office hours and creating digital backlogs, serve as practical solutions for Scrum Masters facing similar challenges. Vasco Duarte and Karen Suarez emphasize the importance of adaptability, continuous improvement, and empathetic leadership in driving Agile success.

About the Global Agile Summit

At the episode's conclusion, Vasco Duarte promotes the Global Agile Summit scheduled for May 18-20, 2025, in Tallinn, Estonia. The event promises a diverse lineup of Agile thought leaders and practical workshops aimed at revitalizing Agile practices and combating Agile fatigue. Attendees can expect insights from renowned speakers like Clinton Keith, Jurgen Apelo, and Sven Dietz, among others, across three focused tracks: Agile Business, Agile Product, and Agile Developer.

Join the Scrum Master Toolbox Podcast for more insightful conversations and practical advice to enhance your Agile journey.