Scrum Master Toolbox Podcast
Episode: When Teams Lose Trust—How Scrum Masters Rebuild It One Small Change at a Time | Sara Di Gregorio
Host: Vasco Duarte | Guest: Sara Di Gregorio
Date: November 17, 2025

Episode Overview

This episode explores what happens when teams lose trust—within themselves, with their company, or in the prospect of positive change—and how Scrum Masters can play a pivotal role in rebuilding it. Vasco Duarte and his guest, Sara Di Gregorio, an Italian Scrum Master focused on empathy and people-first practices, share stories and actionable approaches to navigating and healing team negativity. The central theme is the practical, people-centered work needed to foster trust and positivity, one small change at a time.

Key Discussion Points & Insights

1. Sara's Path to Becoming a Scrum Master

• Sara’s Origin Story
  • Sara began her career at the luxury e-commerce company YOOX, working across multiple teams during an Agile transformation with ThoughtWorks.
  • Senior consultant Sunil Mundra saw Sara’s potential as a Scrum Master, highlighting her empathy, communication skills, and passion for improvement.
  • This recognition, combined with formal training, shaped her career focus:

    “He recognized in me the qualities that are essential for a Scrum Master, like empathy, strong communication, the passion for working with people, and a natural drive to support continuous improvement.” —Sara Di Gregorio [03:13]

• Power of Recognition
  • Vasco and Sara stress how important external validation and noticing others’ strengths can be in shaping careers.

2. The Challenge of Fostering Trust in Teams

• Recurring Failure: Negativity and Lost Trust
  • Sara describes a recurring difficult scenario: teams where trust has broken down, leading to a negative atmosphere and resignation.

    “When a team falls into a negative atmosphere where people have lost trust and believe that nothing can truly improve… these are very delicate situations.” —Sara Di Gregorio [06:12]

• Real Example: Individual Negativity Affecting Teams
  • Sara recounts working with a team member who lost trust in the company due to misunderstandings—not from malice, but lack of clarity.
  • The individual’s negativity became pervasive, affecting the team dynamic.

3. Emotional Impact and Responsibility as Scrum Master

• Personal Impact
  • Sara highlights the emotional toll negative team dynamics take on a caring Scrum Master.

    “It weighs on me because I feel responsible for it, because I genuinely care about the wellbeing of the team…” —Sara Di Gregorio [07:32]

• Continuous Effort and Experimentation
  • She discusses holding one-on-ones, energizing team meetings, and using humor or icebreakers in retrospectives to lighten the atmosphere and foster open communication.

4. The Power of Small Changes and Persistent Positivity

• Sara's Approach
  • Never give up; approach each day with openness, positivity, and trust in the process.
  • Experiment with small interventions—like starting with energizing greetings, or making people smile.

    “I truly believe that even the smallest changes can make a difference over time.” —Sara Di Gregorio [08:55]

• Reading the Room Every Day
  • Vasco underscores that each day, the “same” team might be facing new challenges; it's essential to listen to what’s happening now.

    “Every day you’re facing a different team... We need to be aware that we're always facing a new team and being ready to listen to what's going on today.” —Vasco Duarte [10:05]

5. Listening Beyond the Words

• Active Listening & Energy
  • Sara emphasizes the difference between hearing and truly listening—not just to what is said, but how people feel.

    “Sometimes we feel like listening but we are not really listening what the people are saying... it's not only about the content but you have to understand how they feel.” —Sara Di Gregorio [11:05]

  • She focuses on setting a positive tone, even with weather or light humor, to shift energy.

    “For me it’s very important to start the stand up saying, ‘Hi guys, how are you today?’ ...Only a very small smile. It's enough to say okay, it's something different from two minutes ago.” —Sara Di Gregorio [11:23]

Notable Quotes & Memorable Moments

• Sara’s Turning Point:

  “I see you as a Scrum Master.” —Sunil Mundra to Sara Di Gregorio [02:32]
  (A moment of recognition that shaped Sara’s career.)

• Trust and Responsibility:

  “It weighs on me because I feel responsible for it, because I genuinely care about the wellbeing of the team...” —Sara Di Gregorio [07:32]

• Changing the Mood with Small Gestures:

  “Even the smallest changes can make a difference over time.” —Sara Di Gregorio [08:55]

• Listening and Energy:

  “Starting with a good tone of voice… something that makes them smile. For me, also only a very small smile, it's enough to say, okay, it's something different from two minutes ago.” —Sara Di Gregorio [11:23]

Timestamps of Important Segments

• [02:06] Sara’s background & becoming a Scrum Master
• [06:04] The recurring challenge of broken trust and team negativity
• [07:32] Emotional responsibility as a Scrum Master
• [08:55] The power of small, persistent changes in culture and mood
• [10:05] Why every day brings a new team dynamic
• [11:05] Sara’s approach to listening and bringing energy to teams

Conclusion & Key Takeaways

The episode delivers practical, emotionally intelligent insights for Scrum Masters dealing with demoralized or distrustful teams, focusing on:

• The necessity of persistent small changes and positive energy.
• The role of the Scrum Master as an active listener and champion of team wellbeing.
• Understanding that team dynamics are fluid and require daily attention.
• The value of recognition and support from colleagues in shaping our career journeys.

This summary encapsulates the spirit and actionable wisdom of Sara Di Gregorio’s discussion, offering encouragement and practical tools for Scrum Masters facing challenging team dynamics.