Tag Archives: communication

Selling Organizational Transformation (Part I)

Perhaps the most difficult sales effort is the one where you need to move beyond the level you’ve fixed yourself in. The focus of this article is to look at one way to mature a relationship beyond the initial landing to where real traction occurs and where you could really sell effective transformational change in the organization. For example, you’ve landed a small deal somewhere in the junior corporate strata, say at the ‘Team’ level, and you’re now seeking to expand. The problem is you are stuck at that level and you may have pigeonholed yourself with that small deal. And now you face the real risk of losing out on larger opportunities – opportunities perhaps where you can help drive real business agility.

To further complicate matters, it is very rare that your customer will ever fully tell you exactly what is going on in an organization. And that can be for a number of reasons. And in my recent 24 years of sales efforts, the reasons are virtually endless.

However I have found there is one common tactic that works towards the successful expansion of your valued services within an organization, especially if the level you initially land on is junior.

To demonstrate, I’d like to look at what actually happens, in my experience, with the typical sales process. Personally, I love having my Senior Consultants helping medium and large enterprises achieve real business agility. It’s the difference, in my opinion, between ‘doing Agile’ and ‘being Agile’, so I have been quite keen on developing ways to drive towards this outcome.

True story (and all names are pseudonyms): I reached out to a colleague who introduced me to his friend in the IT side of a large bank. Purposefully I did not use a PowerPoint or give a presentation. Instead, we talked about his industry, his competitors, the future, and where the real change needed to happen in order to meet that future. As a salesperson, my feet are on the street, and I was able to discuss trends, customers, potential pitfalls and potential opportunities.

I was able to do this (hint) because I studied his industry – hard – before the meeting. I looked at the changes in associated industries, and the implications that might have on his industry. And the implications if his company initiates a strategy to meet those challenges, and the implications if they don’t make that effort. We discussed the impact on different generations, for example how Boomers consume services differently than Millennials do, and why.

Asking really good questions in such meetings can be difficult, if you are not prepared. So do your homework. I was able to secure a small deal at the ‘Team’ level based on the combination of what I’ve described above.

But still, even as the work started, I wasn’t getting the audience to discuss their larger organizational initiative, and that is really where I wanted to play.

In this same scenario, I found out that a new CEO had taken up the helm at this bank. Where did that CEO come from? What challenges were faced and overcome at their previous positions (aka, why did this bank hire her?). New CEO’s tend to ‘shake things up’, and given that, where do you think the first mandate will be directed? What is the lowest performing division or operations in that bank?

Look at the stock market, the Quarterly and Annual Reports. Look for clues. I found that the CEO stated that “it is a new era to find Efficiencies and Effectiveness” in a public announcement. I just discovered their organizational initiative.

Next step was to structure all meetings at that bank to sell that same message. If you’re not selling the same message, then you are not aligned to that strategy. And you will never get above that junior level you wish to move beyond. Of course, if you cannot deliver efficiencies and effectiveness, move onto a different client. But this happens to be completely aligned to what we at BERTEIG do, so it’s gold.

And use social media. What has that CEO written/published? How many followers does she have? Which symposiums has she attended or spoken at?

I found one of her Sr. Executives had traveled to the States for a conference. I found that out through Facebook. If you can suspend the ‘creep factor’, I was looking at his profile and I noticed that 50% of his friends were co-workers of a former 3-letter acronym company. And he published a photo of the road sign naming the city where the conference was held. Research showed there were 4 conferences in that city. Three were local in focus, but one was on Big Data and Analytics. LinkedIn told me that the Sr. Executive is in charge of End-User adoption (i.e. Customer focused).

It doesn’t take a leap of faith to figure out that the Sr. Executive is most likely looking at options to obtain and manage customer information in order to better support their customer, and to tailor future offerings to that customer. That’s a lot of data that has to be managed, and managed well. (I urge you to think like his customer when doing this research.)

Knowing that alone gives you something to talk about when you meet an Executive in an elevator – and you will get that opportunity.

But don’t stop there. Who spoke at the conference? Do a search. In my case I found out that the Sr. Executive who attended, had a former co-worker speaking on behalf of that 3 letter company. I downloaded his Big Data presentation. Since the two of them worked together, which is the most likely company to get invited in to do Big Data work at the bank? And if I went into a meeting with a negative view of that acronym company, how would that help my chances with the Sr. Executive, considering his friends are employed by it?

This is not a negative. You now know who your competition is. Do your research. That competition is really, really good at Executive-to-Executive pairing, but their delivery is known as being a bit ‘thin’. That’s your entry point. Don’t fight the battle on grounds you cannot possible win on.

You’ve done the bare minimum of research so far that if you were in an elevator and that new CEO was standing there, you could strike up a meaningful conversation of value, without “going over the head” of your contact. But the conversation must have meaning, bring value, be customer focused, show that you know her industry, and it must be aligned to her mandate.

I got that elevator opportunity, because I wasn’t sitting at my desk. “Sarah Jameson, I am Mark Kalyta, congratulations on your new role. I’m working with Christine Smith, your VP who is over in IT. We’re providing some consulting (don’t sell the ‘training’ for example, unless you want to pigeon hole yourself again) to help her team bring ‘efficiency and effectiveness’ to her vertical, and we are having some early measurable success”. Pause.

Note, you’ve just reiterated her mandate, you indirectly informed her that her message is reaching her VP’s, and ‘Christine Smith’ is actioning the CEO mandate by hiring you, and you are applying measurements that show your group is helping her team. In this case, I wasn’t able to insert my knowledge around their Big Data efforts, however I wasn’t worried, and I could play that card later.

So I started with a small bit of work in a junior team with no access to Christine Smith, the VP. LinkedIn research found a connection in the chain from my junior person up to the CEO, and identified Christine as my project owner, and the CEO as owning the mandate.

Back to Sarah Jameson. “Sarah, my challenge is that the work over there represents 5% of what my organization is really good at, and that is helping organizations at the Leadership level find those efficiencies and drive effectiveness (see what I parroted there?) so that your ‘customer’ sees the value and benefits from it” (and there). “We are doing great work with Christine, and early measurements show a 10% improvement in efficiency with her teams, and that is great for the overall effectiveness of your organization. I’d like to broaden that message across your Leadership team; is that something you can help me with or could delegate to me accordingly? Because I think we can duplicate this early success, if there is an appetite for it. How would you suggest I proceed?”

Now the above may seem sloppy, but there are key points that can be drawn from it. I am not going to get into all of them. You may fall flat on your face with this approach, and if so, that would be all about Sarah Jameson, and not about your skills. But you’ve hedged your bets.

Now, your next steps are clear. You need to advert the perceived “end-run”, and that requires a different strategy.

Read Part II to find out what comes next!


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Seeking Patterns Between Human Rights and Agility

Image Attribution

Photographer:  Zoi Koraki – https://www.flickr.com/photos/zoikoraki/
Source: https://www.flickr.com/photos/zoikoraki/15046030905/in/photostream/
License: Creative Commons https://creativecommons.org/licenses/by-nc-nd/2.0/

Preface: To be transparent in my agenda, I firmly believe there are strong parallels between Agility and Human Rights, and I believe that is a purposeful and direct by-product of the primary outcomes of the Agile Manifesto.  However, I have attempted to make this article a little different from others by more subtly embedding the learnings and patterns within the messages and on several levels.  As such I hope the connections are still obvious, and that you find this article refreshing, insightful, appropriate and useful.

A Premise

It seems everywhere I turn lately there is a scandal of greed, lust, abuse, harassment, violence or oppression in both the workplace as well as personal life. I’d like to believe the number of despicable activities is not actually increasing but rather I am simply exposed to more because we live in an age when the speed and ease of access to information is staggering. Certainly recent events are no exception to human history that records thousands of years of oppression, subjugation, control, and violence. My question is: as a supposedly intelligent species, why is it we have seemingly learned very little over the millennia?

I propose we have actually learned a great deal and made significant advances, yet at the same time we have experienced setbacks that repeatedly challenge that progress. These setbacks are often imposed by select individuals in positions of authority that choose to prioritize and exert their power, individual needs or desires over the rights and needs of others. However, I believe if we can truly harness the power of unity and collaboration we can make a significant positive difference, and that is what I seek your help in doing.

“The whole is greater than the sum of its parts.”
~ Aristotle

Finding a Beacon in the Darkness

Every day I find it disheartening to bear witness to people being physically and mentally hurt, abused or taken advantage of. In their personal lives and at home. At the workplace. In wars and conflicts. In human created environmental disasters. It seems there is no end to the pain and suffering or the countless ways to inflict it.

Meanwhile I sincerely believe many of us have the desire to make the world a better place, but given our positions and busy lives it can be daunting to make a real difference. In many instances we feel powerless to change the world because someone else has authority over us or over the system. It may also seem pointless to commit to change something we as an individual have little to no control over. It can also be risky to draw attention to ourselves by speaking against others in a position of power who may and sometimes will exert their influence to attack and hurt us as well as those we care for.

Despite the temptation to hide from the noise we must remain strong and acknowledge that by creating transparency and visibility in to dark and sometimes painful events we are actually opening the door to the opportunity for positive change. Obscuring truth does nothing to help a worthy cause or to better society. Remaining silent about an injustice does not provide the victim with any form of respect or comfort. Pretending something didn’t happen doesn’t make the consequences and outcomes any less real for the casualty. Inaction does not provide any benefit except perhaps the avoidance of an immediate conflict.

Many times, shining a light on something does provides tangible benefit. It creates visibility and awareness, and provides opportunity for the truth to be exposed. Although transparency itself may not solve a problem, reflection and openness should make the misalignment more critical and obvious. I believe the majority of us want trust, and honesty wherever we are, whether it be in the boardroom, on the manufacturing floor, in a political office, or even in a private home.

“Each time a man stands up for an ideal, or acts to improve the lot of others, or strikes out against injustice, he sends forth a tiny ripple of hope, and crossing each other from a million different centers of energy and daring, those ripples build a current that can sweep down the mightiest walls of oppression and resistance.”
~ Robert Kennedy

However we must also acknowledge that sharing truth may often be painful and uncomfortable, and in order to create the opportunity for truth we must first provide individuals with safety so they may find the courage to do what is right. Without safety people fear reprisals, embarrassment, retribution, consequences, and loss of respect. History has taught us that without safety and courage we can not expect most people to bridge the chasm from fear to justice, and as a result the silence will continue. With silence there will be no hope for change. So in order to help define expectations and to foster a safer environment for effective communication we need a code to live by; one that provides standards and creates safety – that serves as a beacon in the darkness so that we may uphold ourselves and one another to it.

To be absolutely clear, I am not saying that policies, processes and tools are more important than people. Instead, I am acknowledging that the right combination of policies and processes with appropriate tools and a method to uphold those ideals should serve to provide opportunity for fairness for people, which is the desired outcome.

A Disturbing Retrospective Leading to a Hopeful Outcome

At the end of World War II when “relative” safety was finally achieved, people were exhausted, shocked and appalled with the magnitude of human atrocities they bore witness to. Given the darkness of the times it may have seemed less painful to move on, put it in the past, and perhaps even obscure disturbing facts rather than revisit them in the pursuit of learning. Instead, the leadership of that time chose to leverage careful inspection to uncover truths and provide visibility with the aspiration that something good could flow out of the evil. In the end the aim was to use the learnings to create a shared understanding and define standards and expectations for a safe environment in the future.

“Those who cannot learn from history are doomed to repeat it.”
~ George Santayana

To this end I believe we already have a code to live by, but I surmise most of society doesn’t give it the continuous, serious consideration and support it deserves. The United Nations Universal Declaration of Human Rights (UDHR) was created on December 10, 1948 as a direct outcome of the learnings from World War II, and in this brief but impactful document are 30 articles that define human equality and set the standards for safety. Despite some of its choice wording and age (at almost 70 years) I believe it is still directly relevant and bears serious attention.

(http://www.un.org/en/universal-declaration-human-rights/)

UDHR
Universal Declaration of Human Rights

The UDHR document transcends political borders, gender, orientation, race, religion, boardrooms, workplaces, homes, family, and economic status. Every person on this planet should not only just read it, but actively live, work, and explicitly honour the values it represents. The UDHR should become the definitive core learning article for every child. If we all continuously make a firm commitment to hold ourselves and others by the standards in the UDHR I believe we could collectively create opportunity for better safety, transparency, respect, and courage in the workplace, at home, and abroad by putting focus on what matters most – equality and the value of and compassion for human life.

The UDHR document may be policy, but with continuous effort, unilateral agreement and support it enables and empowers people. It may not be perfection, but it is aspirational towards it. It focuses on individual rights but strongly values human interaction. It promotes balance, harmony and partnerships. It demands mutual respect and caring. It is elegant in its simplicity. It promotes collaboration and shared responsibility. It defines clear expectations for a safe environment.

“Continuous effort – not strength or intelligence – is the key to unlocking our potential.”
~ Winston Churchill

I believe the UDHR is the manifesto of real, human agility, and if enough of us embrace and enforce it I believe we could collectively make real, positive change.

Now, A Challenge

I challenge each and every one of you to take time to read the UN Declaration of Human Rights. I don’t just mean on the train on the way to work, or over morning coffee, or while your kids are playing soccer or hockey, or whatever you do to pass a few minutes of time. I mean take time to really, truly and deeply comprehend what each of the thirty articles are saying. Reflect on the value of wisdom that it provides and how that wisdom came from pain and learning. I then encourage you to share it with every family member (adults and youth) and ask for constructive feedback on what it says about them and personal life. I encourage you to share it with every co-worker and then have an open, honest dialogue about what your company culture and leadership either does or fails to do to provide a safe work environment and to promote equality, truth, transparency and human rights.

Then, I challenge you to ask every single day “Given the declaration, what small positive adaptation or change can I make right now to help our family, friends, peers, coworkers and humanity achieve these goals and outcomes?” You could start with something as simple as a brief conversation, and see where it goes.

“Darkness cannot drive out darkness; only light can do that. Hate cannot drive out hate; only love can do that.”
~ Martin Luther King, Jr.

I asked myself that very question after visiting the UN General Assembly and Security Council Chambers in New York late last year. In response, one of my first actions in 2018 is to publish this article in an effort to re-establish awareness about the UN declaration and how it may bring hope and positive change if we can rally enough people behind it. How about you?

A secondary (and arguably less important) challenge I am issuing for Lean and Agile enthusiasts is for you to identify the patterns and key words in this article that I have borrowed from various facets of the Lean and Agile domains (hint: there are at least 20 different words – can you spot them). I purposefully embedded these patterns and key words in this article to explicitly highlight the parallels that I see between Agility and the UDHR and I hope you see them too.


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Build Positive Relationships With Trust in Your (Work) Life

Trust is an exceptional quality that we humans can develop with each other. It goes a long way to building positive relationships. We hope and strive for trust in our families, and with our most intimate connections. Yet do we expect trust in our work lives?

Can you imagine the  relief you might feel entering your work space, knowing that you can do your work with confidence and focus? That encouragement rather than criticism underlies the culture of your workplace? That a manager or co-worker is not scheming behind your back to knock you or your efforts down in any way? That you’re not being gossiped about?

Trust is especially key in today’s work spaces. Teamwork is becoming an essential aspect of work across every kind of business and organization.

Here’s what one team development company writes about this subject:

The people in your organization need to work as a team to respond to internal and external challenges, achieve common objectives, solve problems collaboratively, and communicate openly and effectively. In successful teams, people work better together because they trust each other. Productivity improves and business prospers. http://beyondthebox.ca/workshops/team-trust-building/

It Starts With Me and You

As with so many qualities in life, the idea of trust, or being trustworthy, starts with me and you.

It is essential that we take a hard look at ourselves, and determine whether or not we display the attributes of trustworthiness.

To do this, I might ask myself some of these questions:

  • Do I tell the truth?
  • Do I avoid backbiting (talking about others behind their back)?
  • Do I do what I say I’m going to do?
  • Do I apply myself to my work and do my best?
  • Do I consciously build positive relationships with all levels of people in my workplace?
  • Do I encourage or help others when I can?

There are many more questions to ask oneself, but these offer a place to start.

One website proposes a template to assess employees in terms of their trustworthiness:

Trust develops from consistent actions that show colleagues you are reliable, cooperative and committed to team success. A sense of confidence in the workplace better allows employees to work together for a common goal. Trust does not always happen naturally, especially if previous actions make the employees question if you are reliable. Take stock of the current level of trust in the workplace, identifying potential roadblocks. An action plan to build positive relationships helps improve the overall work environment for all employees.

http://smallbusiness.chron.com/develop-maintain-trust-work-relationships-12065.html

This snippet comes from “Lou Holtz’s Three Rules of Life,” by Harvey MacKay:

“The first question: Can I trust you?”

“Without trust, there is no relationship,” Lou said. “Without trust, you don’t have a chance. People have to trust you. They have to trust your product. The only way you can ever get trust is if both sides do the right thing.”

http://www.uexpress.com/harvey-mackay/2012/5/7/lou-holtzs-3-rules-of-life

Asking questions helps me to be more aware and to learn. What might you change to help create greater trust with your colleagues or team?

As well, what actions can you take to help your team to experience greater trust altogether?

You can read more about Trust at http://www.agileadvice.com/2017/05/29/uncategorized/soft-skills-revolution-may-want-team-development/

Valerie Senyk is a Team Development Facilitator, Blogger, & Customer Service Rep at BERTEIG. You can learn about her Team Dev workshop at http://www.worldmindware.com/AgileTeamDevelopment


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Unpacking the Fifth Principle of the Agile Manifesto

The Agile Manifesto was signed and made public in 2001. It begins with short, pithy statements regarding what should be the priorities of software developers, followed by Twelve Principles. In this article I want to call attention to the fifth principle in the Agile Manifesto, which is:

Build projects around motivated individuals. Give them the environment and support they need, and trust them to get the job done.”

https://www.agilealliance.org/agile101/12-principles-behind-the-agile-manifesto/

Although it appears to be a very simple statement, I suggest that it is jam-packed with profitable guidance, and is essential to, and at the heart of, real Agility. Human qualities must be considered.

Motivation

The first part of the principle urges us to build projects around motivated individuals.  What does this imply?

The idea of “building a project” makes it a process, not necessarily a fait accompli. It can change and be altered as one works toward it. There may be a structural roadmap, but many details and aspects can change in the “building.”

The second part of the statement describes motivated individuals. The verb “motivate” is an action word, meaning to actuate, propel, move or incite. Thus, in this line, is the “project” the thing which will “move or incite” those being asked to carry it out?

Or do we understand this to imply that the individuals are already “motivated” in themselves, which is an emotional condition of individuals? Is this motivation already there prior to starting a project?

The topic of motivation is rich. How does motivation occur? Is it the culture and environment of the company, lived and exemplified by it’s leaders, which motivates? Or is motivation an intrinsic quality of the individual? It may be both. (Daniel Pink, author of “Drive,” uses science to demonstrate that the best motivators are autonomy, mastery and purposeful-ness – ideas which are inherent in the Agile Manifesto.)

In any case, the line itself suggests that the project may be a) interesting to pertinent (perhaps already motivated) individuals, b) do-able by those same individuals, and c) contains enough challenges to test the mastery and creativity of the individuals. In other words, it’s going to be a project that the individuals in your company care about for more than one reason.

Environment

The second line from the fifth Principle has two distinct parts to it. The first part, “Give them the environment and support they need” puts a great deal of responsibility on whoever is assigning the project. Let’s look at the idea of environment first.

In a simple way, we can understand environment as the physical place which influences a person or a group. It can be any space or room; it can refer to the lighting, the colours, the furniture, the vegetation, the walls, whether water or coffee is available – physical elements which will certainly affect the actions of people and teams. For example, creating face-to-face collaboration environments is also part of the Agile Manifesto.

But we must remember that environment also entails the non-physical ie, the intellectual, emotional, or even the spiritual. Is the environment friendly or not? Cheerful or not? Encouraging or not? Affirming or not? We can think of many non-physical attributes that make up an environment.

Support

These attributes allude to the second part of what’s to be given by an owner or manager: “…and support they need.” This idea of support pertains not just to helping someone out with tools and responding to needs, but that the environment is supportive in every way – physically, intellectually, emotionally and spiritually. This may be a more holistic way of considering this Agile principle.

The last part of the statement is of great importance as well: and trust them to get the job done.

If you as product owner, or manager have created motivation, environment and support, then the last crucial requirement of trust becomes easier to fulfill. There is nothing more off-putting than being micromanaged, supervised or controlled with excessive attention to small details. Trust means you have confidence in the capacity of your team and its individual members. It also implies that they will communicate with transparency and honesty with you, and you with them, about the project.

Context

The principles of Agile do not exist in a vacuum, because, of course, other principles such as the following, are relevant to this discussion:

The best architectures, requirements, and designs emerge from self-organizing teams.”

At regular intervals, the team reflects on how to become more effective, then tunes and adjusts its behaviour accordingly.”

This fifth principle has application far beyond IT projects. I wanted to reflect on it because it speaks to human qualities, which must be recognized as a key factor in happy work places, and in any high-performance team.

Valerie Senyk is a Customer Service agent and Agile Team Developer with BERTEIG.

For more information please go to http://www.worldmindware.com/AgileTeamDevelopmentWorkshopStage1

Also read about BERTEIG’s RealAgility Program: http://www.berteig.com/real-agility-enterprise-agility/


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A Group of Geographically Distributed Staff is NOT a Scrum Team

It’s my opinion, and I think the opinion of the authors of Scrum, that a Scrum team must be collocated. A collection of geographically distributed staff is NOT a Scrum team.

If you work in a “distributed team”, please consider the following question.

Do the members of this group have authority to decide (if they wanted to) to relocate and work in the same physical space?

  • If you answer “Yes” with regard to your coworkers: then I’d encourage you to advise your colleagues toward collocating, even if only as an experiment for a few Sprints, so they can decide for themselves whether to remain remote.
  • If you answer “No”, the members do not have authority to decide to relocate:
    • then clearly it is not a self-organizing team;
    • clearly there are others in the organization telling those members how to perform their work;
    • and clearly they have dependencies upon others who hold authority (probably budgets as well) which have imposed constraints upon communication between team members.
    • CLEARLY, THEREFORE, IT IS NOT A SCRUM TEAM.

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Leading to Real Agility – Leader Responsibilities

Leading an organization to Real Agility is a complex and difficult task.  However, the core responsibilities of leaders attempting this are simple to describe.  This video introduces the three core responsibilities of the senior leadership team as they lead their organization to Real Agility.

The video presents three core responsibilities:

  1. Communicating the vision for change
  2. Leading by example
  3. Changing the organization

Future videos in the series will elaborate on these three core responsibilities.

Real Agility References

Here are some additional references about how leaders can help their organizations move towards Real Agility:

Please subscribe to our YouTube channel to receive notifications when each new video is published! (There are 15 more videos coming in this series, and more beyond that on other topics!)  You can also find the summary article that helps you find all the videos and additional references here: Leading to Real Agility – Introduction.

Mishkin Berteig presents the concepts in this video series.  Mishkin has worked with leaders for over fifteen years to help them create better businesses.  Mishkin is a certified Leadership Circle Profile practitioner and a Certified Scrum Trainer.  Mishkin is co-founder of BERTEIG.  The Real Agility program includes assessment, and support for delivery teams, managers and leaders.

BESTEIG Real Agility logo

 


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The Retro Game

The Hunt for Better Retrospectives

The rumours had started to spread, retrospectives at our organization were flat, stale and stuck in a rut. The prevailing thought was that this was stalling the pace of continuous improvement across our teams. In truth, I wasn’t sure if this was at all true, it’s a complex problem that has many possible contributing factors. Here are just some possible alternative or co-contributing causes: how the teams are organized, the level of safety, mechanisms to deal with impediments across the organization, cultural issues, levels of autonomy and engagement, competence & ability and so on…

Despite this, it didn’t hurt to have a look for some inspiration on good retrospectives. I really liked Gitte Klitgaard’s talk called Retrospectives are Boring and Useless – Or are They? In particular the parts around preparing and establishing safety.

On the theme of safety, I thought we could try to go as far as having fun; we’d already had lots of success with the getKanban game (oh Carlos you devil!). Where it all tied together for me, was being inspired by the great question-based approach from cultureqs.com that I’d had a chance to preview at Spark.

If I could create a game with the right prepared questions, we could establish safety, the right dialogue and maybe even have some fun.

The Retro Game

This is a question-based game that I created that you could use to conduct your next retro for teams of up to 10 people. The rules of the game are fairly simple and you could play through a round or two in about 1 to 2 hours depending on team size and sprint duration. Prep time for the facilitator is about 2-4 hours.

theretrogame

Prepping to play the game

You, as facilitator, will need to prepare for 3 types of questions that are thought of ahead of time and printed (or written) on the back of card-stock paper cards.

One question per card. Each question type has its unique colour card. About 8 questions per category is more than enough to play this game.

The 3 types of questions are:

In the Moment – These are questions that are currently on the mind of the team. These could be generated by simply connecting with each team member ahead of time and asking, “if you could only talk about one or two things this retro, what would it be?” If for example they responded “I want to talk about keeping our momentum”, you could create a question like “what would it take to keep our momentum going?”

Pulse Check – These are questions that are focused on people and engagement. Sometimes you would see similar questions on employee satisfaction surveys. An example question in this category could be “What tools and resources do we need to continue to be successful?”

Dreams and Worries – This is a longer-term view of the goals of the team. If the team has had any type of Lift Off or chartering exercise in the past, these would be questions connected to any goals and potential risks that have been previously identified. For example if one of a team’s goal is to ship product updates every 2 weeks, a question could be “What should we do next to get closer to shipping every 2 weeks?”

On the face-up side of the card it should indicate the question type as well as have room to write down any insights and actions.

You will also need:

  • To print out the game board
  • To print out the rule card
  • Bring a 6-sided dice

Playing the Game

Players sit on the floor or at a table around the game board. The cards are in 3 piles, grouped by type, with the questions face down.

therules

  • The person with the furthest birthday goes first.
  • It is their turn and they get to roll the dice.
  • They then choose a card from the pile based on the dice roll. A roll of 1 through 3 is an “In the Moment” card, 4 is a “Pulse Check” and 5 to 6 “Dreams & Worries”
  • They then read the card question on the card out loud and then pass the card to the person on the right.
    • The person on your right is the scribe, they will capture notes in the Insight and Actions boxes of the card for this round.
  • Once they have read the question, they have a chance to think and then answer the question out loud to the group. Nobody else gets to talk.
  • Once they’ve answered the question, others can provide their thoughts on the subject.
  • After 3 minutes, you may wish to move on to the next round.
  • At the end of each round the person whose turn it was chooses the person who listened and contributed to the discussion best. That person is given the card to keep.
  • The person to the left is given the dice and goes next.

Winning the Game

  • The game ends at 10 minutes prior to the end of the meeting.
  • At the end of the game, the person with the most cards wins!
  • The winner gets the bragging rights (and certificate) indicating they are the retrospective champion!
  • You should spend the last 10 minutes reflecting on the experience and organizing on the action items identified.

Concepts at Play

players-playing

Context & Reflection – Preparation is key, particularly for the “In the Moment” section. The topics will be relevant and connect with what the team wants to talk about. Also when presented in the form of a question they will likely trigger reflection for all those present.

Sharing the Voice – Everyone gets a chance to speak and be heard without interruptions. The game element also incentivises quality participation.

Coverage of topic areas – The 3 question categories spread the coverage across multiple areas, not just the items in the moment. The probabilities are not however equal, for example there is a 50% chance of “In the Moment” being chosen in each turn.

Fun & Safety – The game element encourages play and friendlier exchanges. You are likely to have dialogue over debate.

Want to play the game?

I’d love to hear how this game worked out for you. I’ve included everything you need here to setup your own game. Let me know how it went and how it could be improved!

Resources:
Retro Game – Game Board
Retro Game – Rules
Retro Game – Card Template
Retro Game – Champion Certificate

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@martinaziz
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Succeeding with your Agile Coach

 

I recently said goodbye to one of my organization’s Agile Coaches and I felt that I needed to take a pause and reflect to consider my next move. The engagement had gone well, in fact one of the best we’ve had, but not without its share of successes and failures. But the successes had clearly outpaced any failures, and so there was a lot of good I wanted to build on.

The departing coach was part of a 3rd generation of Agile Coaches that I had worked with in the 3 years since we had begun our company’s transformation to Agile. And while he was a great coach, so were his predecessors and yet they had had fewer successes.

On reflection, what had really happened is that we had changed as a company; we had learned how to better execute our engagements with an Agile Coach.

Deciding to hire an Agile Coach.

Deciding to hire an Agile Coach can be a big step. A couple of things need to have happened, you’ve recognized that you need some help or at least another perspective. And given that Agile Coaches are typically not very cheap, you have decided to invest in your Agile transformation, however big or small. You’re clearly taking it seriously.

However, through my experiences I noticed that things can get a little tricky once that decision has been made. Many organizations can fall into a trap of externalizing transformation responsibilities to the Agile Coach.

In essence thinking along the lines of “as long as I hire a good coach, they should be able to make our teams Agile” can take you into an engagement model that is not very Agile in the first place.

Much like how Scrum and other Agile Practices connect customers with teams and establishes shared risk, an organization’s relationship with their Agile Coaches need to be a working partnership.

Figure1

Positive Patterns for Coaching Engagements

So it’s important for you to setup the right engagement approach to get value out of your Agile Coach and this goes beyond the hard costs of their services, but also the high cost of failure with not having the right coaching in the right areas.

Here are 5 positive patterns for coaching engagements that I’ve observed:

1. Identify the Customer

Usually it is management who will hire a coach, and they may do so to help one or more teams with their Agile adoption needs. So in this scenario who is the customer? Is it the person that hired the coach or the teams (the coachees) who will be receiving the services? In some cases, the coachees aren’t clear why the coach is there, they haven’t asked for their services and in some cases may even feel threatened by their presence.

For this reason, if management is hiring coaches you need to recognize that there is a 3-pronged relationship that needs to be clearly established and maintained.

Figure2

With the customer in this case being someone in management, i.e. the person who hired the coach in the first place. The customer’s responsibility will be to not only identify the coachee but then work with the coach to establish and support that relationship.

2. Set the Mandate

Agile Coaches typically tend to be more effective when they have one or two specific mandates tied to an organization’s goals. Not only is the mandate important to establish why the coach is there, too many goals can significantly dilute the coach’s effectiveness. Put another way, Agile Coaches are not immune to exceeding their own Work in Progress limits.

The mandate establishes why the coach is there, and should be tied to some sort of organizational need. A good way of developing this is to articulate what is currently happening and the desired future state you want the coach to help with.

For example:

The teams on our new program are great at consistently delivering their features at the end of each sprint. However, we still experience significant delays merging and testing between teams in order for the program to ship a new release. We’d like to reduce that time significantly, hopefully by at least half.

Once the engagement is well underway you may find that the coach, through serendipity alone, is exposed to and gets involved with a wide variety of other areas. This is fine, but it’s best to just consider this to be a side show and not the main event. If other activities start to take on a life of their own, it’s probably a good time to go back to inspect and potentially adjust the mandate.

If you’re not sure how to establish or identify your Agile goals, this could be the first goal of any Agile coach you hire. In this scenario, the customer is also the coachee and the mandate is to get help establishing a mandate.

3. Hire the Coach that fits the need

Agile coaches are not a homogeneous group, with many degrees of specialty, perspective and experiences. Resist the desire to find a jack-of-all-trades, you’re as likely to find them as a unicorn.

Your now established mandate will be your biggest guide to what kind of coach you should be looking for. Is the need tied to technical practices, process engineering, team collaboration, executive buy-in, transforming your culture, etc?

The other part is connected with the identified coachee. Are the coachees team members, middle management or someone with a “C” in at the start of their title? Will mentoring be required or are you just here to teach something specific?

Using something like ACI’s Agile Coaching Competency Framework, would be a good model to match the competencies required of the perspective coach.

In my example earlier, in order for your team to get help with their merging & testing needs, you may have to look for a coach with the right skills within the Technical Mastery competence. And if you have technical leaders who are championing the change, potentially the ability to Mentor.

Figure3

4. Establish Feedback Loops

With the coach, customer and mandate clearly identified, you now need to be ready to devote your time to regularly connect and work with the coach. Formalizing some sort of cadence is necessary, if you leave it to ad hoc meetings you will typically not meet regularly enough and usually after some sort of failure has occurred.

The objective of these feedback loops is to tie together the communication lines between the 3 prongs established: the customer, the coach and the coachees. They should be framed in terms of reviewing progress against the goals established with the mandate. If the coachees ran any experiments or made any changes that were intended to get closer to the goals, this would be the time to reflect on them. If the coachees need something from the customer, this would be a good forum to review that need.

Figure4

Along with maintaining a cadence of communication, feedback loops if done regularly and consistently, could be used to replace deadlines, which in many cases are set simply a pressure mechanism to maintain urgency. So statements like “Merge & test time is to be reduced by half by Q2” now become “We need to reduce merge and test time by half and we will review our progress and adjust every 2 weeks.”

5. It doesn’t need to be Full Time

Resist the temptation to set the coach’s hours as a full-time embedded part of the organization or team. While you may want to have the coach spend a significant amount of time with you and your coachees when the engagement is starting, after this period you will likely get a lot more value from regular check-ins.

This could look like establishing some sort of rhythm with a coachee: reviewing challenges, then agreeing on changes and then coming back to review the results after sufficient time has passed.

This approach is more likely to keep the coach as a coach, and prevents the coach from becoming entangled in the delivery chain of the organization. The coach is there to help the coachees solve the problems, and not to become an active participant in their delivery.

Time to get to work

Bringing in an Agile Coach is an excellent and likely necessary part of unlocking your Agile transformation. However, a successful engagement with a coach will have you more connected and active with your transformation, not less. So consider these 5 positive coaching engagement patterns as I consider them moving into my 4th generation of Agile coaches. I expect it will be a lot of work, along with a steady stream of great results.

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The Perfect Agile Tool – 12 Key Features

The Perfect Agile Tool doesn’t yet exist.  In my training and consulting work, I often have strong words to say about electronic tools.  Most of the tools out there are really bad.  Unfortunately, JIRA, the most common tool, is also the worst that I know of.  (Actually, the only tool worse than JIRA for an Agile team is MS Project – which is just plain evil).  Some Agile tools do a bit better, but most fall far short of a good physical task board (information radiator).  I am often asked to evaluate and / or partner with tool vendors to “bless” their products.  Here is what I am looking for before I will consider an outright endorsement of such a tool.

Features for a Perfect Agile Tool

This list is roughly organized in order of features which do show up in some tools to those which I have never seen or heard of in tools.

1. Skeumorphism: Cards and Wall

The tool should display the current work of an Agile team in a way that is immediately recognizable as a set of note cards or PostIt’s on a physical wall.  This includes colours, sizes, etc.  Most people will type to enter data so fonts should be chosen to mimic hand-printed letters.  Every aspect of the display should remind people of the physical analogue of the tool.

2. Live Update

As team members are using the tool, all updates that they make should be visible as immediate updates to all the other team members including typing, moving cards around, etc.  There is no off-line mode for the tool.  In fact, if the tool is not receiving live updates, it should be clearly disabled so that the team member knows there is a problem with the information they have displayed.

3. Simple or No Access Control

Most Agile methods strongly de-emphaisize or even disallow traditional roles and encourage self-organizing teams.  This means that fine-grained access control to different features of the tool should be eschewed in favour of extremely simple access control: everyone can do anything with the tool.  (It actually helps if there is no “undo” feature, just like there’s no easy way to erase Sharpie written on a note card.)

4. Infinite Zoom In/Out

When you are using cards on a wall, it is easy to see the whole wall or to get up close and see even very fine details on a single note card.  Although it does not have to be literally infinite, the wide and tight zoom levels in the tool should be at least a few orders of magnitude difference.  As well, the zoom feature should be extremely easy to use, similar perhaps to the way that Google Maps functions.  Among all the other features I mention, this is one of the top three in importance for the perfect Agile tool.

5. Touch Device Compatible

This seems like a super-obvious feature in this day and age of tablets, smart phones and touch-screen laptops.  And it would take the cards on the wall metaphor just that extra little way.  But very few tools are actually easy to use on touch devices.  Dragging cards around and pinch to zoom are the obvious aspects of this feature.  But nice finger-drawing features would also be a big plus (see below)!

6. Size Limit on Cards

For techies, this one is extremely counter-intuitive: limit the amount of information that can be stored on a “card” by the size of the card.  It shouldn’t be possible to attach documents, screen shots, and tons of meta-data to a single card.  Agile methods encourage time-boxing (e.g. Sprints), work-boxing (e.g. Work-in-Process limits), and space-boxing (e.g. team rooms).  This principle of putting boundaries around an environment should apply to the information stored on a card.  Information-boxing forces us to be succinct and to prefer face-to-face communication over written communication.  Among all the other features I mention, this is one of the top three in importance for the perfect Agile tool.

7. Minimal Meta-Data

Information-boxing also applies to meta-data.  Cards should not be associated with users in the system.  Cards should not have lots of numerical information.   Cards should not have associations with other cards such as parent-child or container-contained.  Cards should not store “state” information except in extremely limited ways.  At most, the electronic tool could store a card ID, card creation and removal time-stamps, and an association with either an Agile team or a product or project.

8. Overlapping Cards

Almost every electronic tool for Agile teams puts cards in columns.  Get rid of the columns, and allow cards to overlap.  If there is any “modal” behaviour in the tool, it would be to allow a team member to select and view a small collection of cards by de-overlapping them temporarily.  Overlapping allows the creation of visually interesting and useful relationships between cards.  Cards can be used to demarcate columns or groupings without enforcing strict in/out membership in a process step.

9. Rotatable, Foldable, Rip-able Cards

Increase the fidelity of the metaphor with physical cards on a wall.  Rotation, folding and ripping are all useful idioms for creating distinct visual cues in physical cards.  For example, one team might rotate cards 45 degrees to indicate that work is blocked on that card.  Or another team might fold a dog-ear on a card to indicate it is in-progress.  Or another team might rip cards to show they are complete.  The flexibility of physical cards needs to be replicated in the electronic environment to allow a team to create its own visual idioms.  Among all the other features I mention, this is one of the top three in importance for the perfect Agile tool.

10. Easy Sketching on Cards… Including the Back

Cards should allow free-form drawing with colours and some basic diagramming shapes (e.g. circles, squares, lines).  Don’t make it a full diagramming canvas!  Instead, allow team members to easily sketch layouts, UML, or state diagrams, or even memory aides.  The back side of the card is often the best place for more “complex” sketches, but don’t let the zoom feature allow for arbitrarily detailed drawing.  Lines need a minimum thickness to prevent excessive information storage on the cards.

11. Handwriting Recognition

With Siri and other voice-recognition systems, isn’t it time we also built in handwriting recognition?  Allowing a team member to toggle between the handwriting view and the “OCR” view would often help with understanding.  Allow it to be bi-directional so that the tool can “write” in the style of each of the team members so that text entry can be keyboard or finger/stylus.

12. Sync Between Wall and Electronic Tool

This is the most interesting feature: allow a photo of cards on a wall to be intelligently mapped to cards in an electronic tool (including creating new cards) and for the electronic tool to easily print on physical note cards for placement on a wall.  There is all sorts of complexity to this feature including image recognition and a possible hardware requirement for a printer that can handle very small paper sizes (not common!)

Key Anti-Features

These are the features that many electronic tools implement as part of being “enterprise-ready”.  I’ll be brief on these points:

No Individual Tracking – the team matters, not who does what.

No Dependency Management – teams break dependencies, tools don’t manage dependencies.

No Time Tracking – bums in seats typing doesn’t matter: “the primary measure of progress is working software” (or whatever valuable thing the team is building) – from the Agile Manifesto.

No Actuals vs. Estimates – we’re all bad at predicting the future so don’t bother with trying to get better.

No Report Generation – managers and leaders should come and see real results and interact directly with the team (also, statistics lie).

No Integration Points – this is the worst of the anti-features since it is the one that leads to the most anti-agile creeping featuritis.  Remember: “Individuals and interactions [are valued] over processes and tools” – from the Agile Manifesto.

Evaluation of Common Agile Tools

I go from “Good” to “Bad” with two special categories that are discontinuous from the normal scale: “Ideal” and “Evil”.  I think of tools as falling somewhere on this scale, but I acknowledge that these tools are evolving products and this diagram may not reflect current reality.  The scale looks like this, with a few examples put on the scale:

Perfect Agile Tool evaluation scale with examples

Plea for the Perfect Agile Tool

I still hope that some day someone will build the perfect Agile tool.  I’ve seen many of the ideal features listed above in other innovative non-Agile tools.  For example, 3M made a PostIt® Plus tool for the iPhone that does some really cool stuff.  There’s other tools that do handwriting recognition, etc.  Putting it all together in a super-user-friendly package would really get me excited.

Let me know if you think you know of a tool that gets close to the ideal – I would be happy to check it out and provide feedback / commentary!


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The Scrum Master and Product Owner as leadership partners

After a recent large organizational change that resulted in a number of new teams formed, a product owner (PO) approached me looking for some help. He said, “I don’t think my new Scrum Master is doing their job and I’m now carrying the entire team, do we have a job description we can look at?”

I can already imagine how a version of me from a previous life would have responded, “yes of course let’s look at the job description and see where the SM is falling short of their roles and responsibilities”. But as I considered my response, my first thought was that focusing our attention on roles and job descriptions was a doomed route to failure. Pouring our energy there would likely just extend the pain the PO, and likely SM, were going through.

Sure we have an SM job description in our organization, and it clearly documents how the SM provides service to the organization, team and PO. But reviewing this with the seasoned SM didn’t really make sense to me; they were very well aware of the content of the job description and what was expected of them.

At the same time that this was happening, another newly paired Scrum Master asked for my help regarding their PO. From their perspective the PO was “suffocating” the team. The PO was directing the team in many aspects of the sprint that they felt was stepping beyond their role. “I don’t think the PO knows their role, maybe you can help me get them some training?” was the SMs concluding comment.

Over the course of the next few weeks this scenario played out again through more POs and SMs sharing similar challenges. Surely this was not a sudden epidemic of previously performing individuals who now needed to be reminded of what their job was?

Recognizing the impact of change

A common pattern was emerging from all of this, change was occurring and each individual was relying on, and to some degree expecting, old patterns to continue to work with their new situation. Their old way of working in Scrum seemed to work very well; so it was everyone else around them that was not meeting expectations.

The core issue however was that change was not being fully confronted: the product was different, the team competencies were different, the stakeholders were different, the expectations were different and finally the team dynamic was different all the way down to the relationship between the SM and PO.

Scrum as a form of Change Management

I looked for the solution from Scrum itself, at its heart a method for teams to use to adapt to and thrive with change. Was there enough transparency, inspection and adaptation going on between the SMs and POs in these situations? I would argue, not enough.

A pattern was becoming clear: nobody was fully disclosing their challenges to the other, they hadn’t fully confronted and understood their new situation and hadn’t come up with new approaches that would improve things. Said another way, they hadn’t inspected their new circumstances sufficiently and transparently enough so that they could adapt their role to fit the new need.

One thing that many successful SMs and POs recognize is that they are both leaders dependent on each other, and for their teams to be successful they need to figure out how they will work together in partnership. It doesn’t matter whether the terms of that partnership gets hashed out over a few chats over coffee or through a facilitated chartering workshop. What matters is clarity around how you agree to work together as partners meeting some shared goal.

As an SM or PO, here are some sample questions whose answers you may wish to understand and align on:

  • Do we both understand and support the team’s mission and goals?
  • What are the product goals?
  • How can we best help the team achieve those goals?
  • Are there any conflicts between the team and product goals?
  • When our goals or methods are in conflict, how will we resolve them?
  • In what ways will I be supporting your success as an SM/PO?
  • How will we keep each other informed and engaged?
  • Should we have a peer/subordinate/other relationship?

So if you are an SM or PO, and it’s unclear to you on the answers to some of these questions, you may just want to tap your leadership partner on the shoulder and say “let’s talk”.

Dec17-368b

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Link: Meeting Check-Ins

Very nice article called Why I Always Start a Meeting with a Check-In.  From the article by Ted Lord, senior partner, The Giving Practice:

The greatest benefit of working in a group is our diversity of viewpoints and approaches; groups hobble themselves when they don’t continually give attention to creating a container of trust and shared identity that invites truth-telling, hard questions, and the outlier ideas that can lead to innovation

One antidote to over-designed collaboration is the check-in.


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Pitfall of Scrum: Focus on Scrum Tools

Many organizations try to find an electronic tool to help them manage the Scrum Process… before they even know how to do Scrum well! Use team rooms and manual and paper-based tracking for early Scrum use since it is easiest to get started. Finding a Scrum tool is usually just an obstacle to getting started.

The culture of most technology companies is to solve problems with technology. Sometimes this is good. However, it can go way overboard. Two large organizations have attempted to “go Agile” but at the same time have also attempted to “go remote”: to have everyone using electronic Scrum tools from home to work “together”. The problem with electronic Scrum tools is three-fold. They

  1. prevent the sharing of information and knowledge,
  2. reduce the fidelity of information and knowledge shared, and
  3. delay the transfer of information and knowledge.

Scrum Tools Prevent Information Sharing

Imagine you are sitting at your desk in a cubicle in an office. You have a question. It’s a simple question and you know who probably has the answer, but you also know that you can probably get away without knowing the answer. It’s non-critical. So, you think about searching the company directory for the person’s phone number and calling them up. Then you imagine having to leave a voice mail. And then you decide not to bother.

The tools have created a barrier to communicating. Information and knowledge are not shared.

Now imagine that the person who has the answer is sitting literally right next to you. You don’t have to bother with looking up their number nor actually using a phone to call. Instead, you simply speak up in a pretty normal tone of voice and ask your question. You might not even turn to look at them. And they answer.

Scrum tools are no different from these other examples of tools.  It takes much more energy and hassle to update an electronic tool with relevant, concise information… particularly if you aren’t good with writing text.  Even the very best Scrum tools should only be used for certain limited contexts.

As the Agile Manifesto says: “The most effective means of conveying information to and within a team is face-to-face communication.”

Scrum Tools Reduce Information Fidelity

How many times have you experienced this? You send an email and the recipient completely misunderstands you or takes it the wrong way. You are on a conference call and everyone leaves the call with a completely different concept of what the conversation was about. You read some documentation and discover that the documentation is out of date or downright incorrect. You are using video conferencing and its impossible to have an important side conversation with someone so you resort to trying to send text messages which don’t arrive on time to be relevant. You put a transcript of a phone call in your backlog tracking tool but you make a typo that changes the meaning.

The tools have reduced the fidelity of the communication. Information and knowledge are incorrect or limited.

Again, think about the difference between using all these tools and what the same scenarios would be like if you were sitting right beside the right people.  If you use Scrum tools such as Jira, Rally* or any of the others, you will have experienced this problem.  The information that gets forced into the tools is a sad shadow of the full information that could or should be shared.

As the Agile Manifesto says: “we have come to value: individuals and interactions over processes and tools.”

Scrum Tools Delay Information Transfer

Even if a person uses a tool and even if it is at the right level of fidelity for the information or knowledge to be communicated, it is still common that electronic tools delay the transfer of that information. This is obvious in the case of asynchronous tools such as email, text messages, voice mail, document repositories, content management systems, and version control. The delay in transfer is sometimes acceptable, but often it causes problems. Suppose you take the transcript of a conversation with a user and add it into your backlog tracking tool as a note. The Scrum Team works on the backlog item but fails to see the note until after they have gone in the wrong direction. You assumed they would see it (you put it in there), but they assumed that you would tell them more directly about anything important. Whoops. Now the team has to go back and change a bunch of stuff.

The Scrum tools have delayed the communication. Information and knowledge are being passed along, but not in a timely manner.

For the third time, think about how these delays would be avoided if everyone was in a room together having those direct, timely conversations.

As the Agile Manifesto says: “Business people and developers must work together daily throughout the project.”

Alternatives to Scrum Tools

Working in a team room with all the members of the Scrum Team present is the most effective means of improving communication. There are many photos available of good team rooms. To maximize communication, have everyone facing each other boardroom-style. Provide spacious walls and large whiteboards. Close the room off from other people in the organization. Provide natural light to keep people happy. And make sure that everyone in the room is working on the same thing! Using Scrum tools to replace a team room is a common Scrum pitfall.

Scrum Tools - Labelled Team Room Photo

The most common approach to helping a team track and report its work is to use a physical “Kanban” board. This is usually done on a wall in which space is divided into columns representing (at least) the steps of “to do”, “in progress” and “done”. On the board, all the work is represented as note cards each with a separate piece of work. The note cards are moved by the people who do the work. The board therefore represents the current state of all the work in an easy-to-interpret visual way. Using a tool to replace a task board is another variant of this common Scrum pitfall.

This article is a follow-up article to the 24 Common Scrum Pitfalls written back in 2011.

* Disclaimer: BERTEIG is a partner with a tool vendor: Version One.


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What’s in a Voice? Communicating Who You Are [Updated with edits]

In our professional lives and in doing business, we commonly follow the advice to “dress for success.” We make certain to wear that business suit, or a particular pair of snazzy heels, or a certain color of tie. For better or for worse, we can be judged in the first few seconds of contact with a potential employer or customer by our attire, our hairstyle, our facial expression, our nose ring…

A more subtle way we evaluate a person is through the sound of his or her voice. The voice is a very personal instrument, and it can communicate so much about who you are, your abilities and your intentions.

The voice can tell you whether someone is nervous or at ease. Whether they’re authentic or stringing you a line. Whether they care if they communicate with you or not. When I was a kid, I thought I could detect when someone was lying to me by a certain glitch in the voice, or a tell-tale tone. Often, our brain makes intuitive judgements about what’s being said to us, and is sensitive to vocal rhythm, clarity, tones, and the use of language.

One may think it’s not fair to judge someone by their voice. Let’s face it, a voice – like being short, or having a large nose – is usually unchangeable. But it’s how the voice is used that matters. We all have an inherently full, expressive voice, but things happen to us in life that can negatively influence and/ or harm that voice.

Think of the person who speaks so quietly it’s almost a whisper – you must lean closer to catch what she says. This person may have had some trauma in her life, like being constantly told as a child to ‘be quiet’, to de-voice her. I know people whose greatest fear is public speaking, who quake inwardly and outwardly, even if they have something important to share with others.

Personality is also expressed through the voice. Imagine the annoyingly loud talker sitting nearby in a restaurant. This is certainly someone who wants too much attention and tries to get it by being overbearing. Or the fast-talker, who doesn’t want any other opinions but his own to be expressed, and doesn’t give the listener an opportunity to think or to respond, lest they disagree with him.

Anyone can be trained to use their voice for positive communication. A voice is an instrument that can become effective and optimal with practice.

Here’s a few things to think about in how you use your voice:

  • Are you clearly enunciating your words so as not to be mis-heard?

  • Are you directing your voice to the person or people you want to communicate with?

  • Are you speaking in a rhythm that’s neither too fast nor too slow?

  • Are you allowing your true feelings or intentions to come through?

  • Are you being honest?

The voice is just one of the important tools we use to communicate. If your work requires relating to other people in any way, for example, making presentations, or promoting a product, consider how you use your voice and what it may communicate about you!


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A Conference Call in Real Life (youtube)

I’ve started to show this video in my public CSM classes (see sidebar for scheduled courses) as part of the discussion about why co-location for Agile teams is so important.  The video is a humorous look at what conference calls are like.  Probably the most notable part of it is the fact that on a conference call you can’t see people’s body language and facial language which are important cues for efficient communication:


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The Rules of Scrum: Your Product Owner is allowed to communicate directly with any stakeholder of the team

The Product Owner needs to be in contact with all those that are invested in the work of the team (aka stakeholders). These stakeholders have information on the marketplace, the users’ needs, and the business needs. The Product Owner must be able to communicate with each of these individuals whenever the need arises. If this is possible, the entire Scrum Team will have the most up to date information that will aid them in their execution of the product. If not, the team will have to wait for information and/or guess which will cause confusion, blame, distrust, and unhappy customers.

To learn more about Product Owners, visit the Scrum Team Assessment.


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