"The Scrum Master is responsible for promoting and supporting Scrum as defined in the Scrum Guide."
This definition of the role of the Scrum Master dates from 2017. In the previous version (of 2019)
The Scrum Master just had to make sure that Scrum was understood and put into practice.
Indeed, (s)he is not intended to provide a hierarchical framework for individuals or the team, but to help them make the best use of agility processes.
The Scrum Master focuses on transparency; The 1st pillar of Scrum.
1- The Scrum Master, an assertive communicator:
- Convince instead of imposing
- Be factual
- Know how to say no:
- Be certain of your position and be able to firmly tarnish it, especially if it leads to a dispute or a negotiation. It will then be necessary to reaffirm the refusal firmly.
- Put yourself in the other's shoes and try to understand their problem.
- Quickly inventory the facts.
- Analyze the situation on the basis of these facts and not dogmatically.
- Oppose subjects or situations and not people.
- Separate the action from the person.
- Describe the action and its probable consequences
- Compare with a similar fact that has already occurred and indicate the result.
- Offer an honorable way out, that is to say not to make the other person lose face.
- Show understanding, compassion.
- Suggest an alternative action that can resolve the situation along the same lines.
2- The Scrum Master as a coach:
• Take a real interest in your interlocutor
• Listen carefully to what he says
• Compare what he said with what is actually happening
• Establish a positive dynamic
• Relieve tensions
• Resolving conflicts
• Bringing a new angle of vision / getting out of the frame
• Make alchemy. Turning evil into good, failure into success