During the implementation of an item in the Sprint Backlog, a conflict arises between team members about what work is needed to make the item ‘done’. Some say it is a part of the Definition of Done and others say it isn’t. Steven, the Scrum Master, observes a debate forming and members beginning to take sides.

What is the best action for Steven to take?

A. Bring the Development Team members together and interpret the Definition of Done for them so that there are no future conflicts on interpretation.
B. Immediately end the discussion before it becomes worse. Make the decision on what work is needed to make the item ‘done’ and teach the team about the importance of avoiding conflicts.
C. Facilitate a session with all members on the Scrum Team to help them resolve the conflict, refine the Definition of Done, and become effective again. Tell the team that conflicts are a natural occurrence and coach them on the value of resolving conflicts.
D. Bring the Product Owner to the discussion and have him/her decide the work needed to make the item ‘done.’ It is the Product Owner’s responsibility to manage the Development Team members.

Correct Answer: C

The Scrum Master is a servant leader to the Scrum team. The Scrum master helps the Scrum team understand which of their interactions are helpful and which are not. The Scrum master helps everyone change these interactions to maximize the value created by the Scrum Team.