Every person is not perfect. Every person may not give their best in a team. As a Scrum Master, your role is to help the team be self-managing while ensuring transparency, collaboration, and continuous improvement. Here’s how you can handle a situation effectively with a non-performing team member.
1. Observe & Gather Data
Before jumping to conclusions, gather observations to understand the issue better:
- Is the person struggling with the workload?
- Do they have clarity on their tasks?
- Are they facing any personal or professional challenges?
- Is the team dynamic affecting their behavior?
Look for patterns in their task completion rate, meeting participation, and communication.
2. Have a One-on-One Conversation
Schedule a private, informal conversation with the team member. Use a coaching approach rather than being authoritative.
How to approach the conversation:
- Show concern: “I’ve noticed that you seem disengaged in meetings and that some tasks are getting delayed. Is there anything blocking you?”
- Listen actively: Let them share their thoughts without interruption.
- Offer support: “How can I help you improve your engagement and performance?”
- Set expectations: “Timely updates and participation are crucial for the team. How can we work together to make this better?”
Avoid blaming, criticizing which damages psychological safety. Instead, focus on solutions and improvement.
3. Make Expectations Clear
Ensure the team member understands their role and accountability in Scrum:
- Daily Scrum: They should share progress, impediments, and plans.
- Task Ownership: They should update their work progress transparently.
- Self-managing: As an individual and the team should be self-managing with their work
- Collaboration: Engaging with the team is essential for success.
- Teamwork: Everyone demonstrates teamwork and support each other to achieve the Sprint Goal
You can remind them of the Scrum values (Commitment, Focus, Openness, Respect, and Courage) and how they contribute to a high-performing team.
4. Address Potential Issues (Skill or Will)
Based on their response, address specific problems:
If they lack clarity or skill
- Provide mentorship or pair them with a senior team member.
- Ensure they understand the Definition of Done and expectations.
If they are overworked or unmotivated
- Help the team rebalance the workload.
- Discuss work-life balance and see if external factors are affecting them.
If they are disengaged due to a team dynamic issue
- Facilitate team-building exercises.
- Address any conflicts within the team.
5. Reinforce Transparency & Accountability
Encourage team ownership of the issue rather than making it a Scrum Master vs. Team Member situation.
- During Sprint Retrospectives, bring up team-level concerns like communication and accountability.
- Use a team agreement to define expected behaviors.
- Encourage peer accountability—team members reminding each other of updates and commitments.
6. Escalate if Needed (Last choice)
If the issue persists despite your efforts:
- Involve the Product Owner (if it’s affecting delivery).
- Discuss with HR or management if the problem is serious.
- As a last resort, explore whether the person is fit for the role.
7. Continuous Support & Follow-ups
Monitor progress and check in regularly. Offer encouragement and recognize small improvements.
Key Takeaways
- Address the issue privately and constructively.
- Clarify expectations and reinforce team accountability.
- Identify root causes and provide support.
- Facilitate continuous improvement through coaching.
- Escalate only if necessary.
To deepen your leadership and conflict management skills attend our CSM course in Hyderabad and ACSM course online in Hyderabad. They will help you understand the concepts from the roots and make you a confident Scrum Master and the team coach.
