2 januari 2024

Empathy is the ability to understand, and sometimes to feel, the emotions of others. It manifests in two forms: cognitive and emotional. Cognitive empathy focuses on understanding another's perspective, while emotional empathy extends to feeling what the other person feels, essentially walking a mile in their shoes. Not everyone experiences emotional empathy in every situation, and perhaps that's for the best. We will explore this idea further later in the article.

Empathy in Diverse Teams
Empathy is particularly crucial in team environments, arguably more so than in many other social settings. This stems from the significant time we spend collaborating and the fact that team members are often not of our choosing. Working closely with individuals from diverse cultural backgrounds, engaging with those who hold differing convictions, and cooperating with people you might not personally like, presents an unique set of challenges, even in the most favorable circumstances.

In an effective team underpinned by empathy, no one feels excluded. Members feel empowered to share their opinions, and perhaps most crucially, they understand that making mistakes and experiencing failure will be met with understanding, or even celebration. This fosters a culture that encourages experimentation and embraces the learning opportunities it brings, paving the way for innovation to not just occur, but to be actively pursued and valued.

Empathy in action: Struggling with a language barrier
Consider a team working remotely from various parts of the world, where English is the common language, but not the native language for anyone. In such an environment, it's common for communication challenges to arise, where nuances can be easily overlooked and misunderstandings  a frequent occurrence. It's quite common for one or more team members to have a more limited command of English compared to others. This language gap often leads them to feel isolated, causing hesitation to participate fully in discussions, which in turn affects their contributions and confidence. Moreover, this situation can inadvertently lead to a reduced attention span among other team members when their less fluent colleagues speak. Such dynamics can inadvertently sideline valuable views and ideas, which, if better communicated and understood, could significantly contribute to the team's discussions and decisions. This is where empathy can make a significant impact in the resolution of such a situation.

An initial, instinctive approach to such a communication challenge might be to directly address the language barrier of the non-native English speaker. While this solution stems from a place of cognitive empathy, focusing on the individual’s ability to understand and be understood, it falls short of addressing the broader team dynamic. This approach, though well-meaning, centers primarily on the team member with limited English proficiency, inadvertently neglecting the attitudes and responsibilities of the rest of the team. It treats only the language barrier without engaging with the underlying issues of team cohesion, mutual understanding, and inclusivity.

The empathetic approach: Beyond problem-solving
A Scrum Master with the ability to 'read the room' and an enhanced understanding of team dynamics, would take a different approach. Instead of directly trying to solve the language barrier for one individual, they would address the issue in a respectful, non-confrontational way that involves the entire team. For instance, conducting a workshop centered on empathy and its closely related cousin, patience, can be incredibly effective. Such a workshop would not only increase awareness about the communication challenges faced by non-native speakers but also encourage team members to adopt more patient and inclusive communication practices. By fostering an environment where every team member feels heard and valued, regardless of language proficiency, the Scrum Master helps build a more cohesive and empathetic team. This approach goes beyond mere problem-solving; it cultivates a culture of mutual respect and understanding, where diversity is seen as an asset rather than a barrier.

Such a workshop could also serve as a platform for discovering other underlying challenges that team members might be experiencing. In the process of addressing the language barrier, what might initially seem like a focused exercise can reveal a range of 'happy accidents.' These are unexpected insights into personal or work-related challenges faced by other team members that might have otherwise remained unaddressed. By creating an open and empathetic space for discussion, team members are encouraged to share their own experiences and struggles, fostering a deeper sense of camaraderie and mutual understanding. These revelations, though unplanned, can be highly beneficial. They provide the Scrum Master and the team with valuable opportunities to address a wider array of issues, leading to more comprehensive and inclusive solutions. Ultimately, such workshops are not just about resolving specific problems; they become catalysts for building a more empathetic, cohesive, and resilient team, where each member’s unique perspective is valued and contributes to the team’s collective strength.

The double-edged sword of empathy
The empathetic approach is a powerful strategy for strengthening team cohesion and maximizing individual contributions. However, it's not without its drawbacks and limits.

Over-Identification and Accountability: One significant challenge is the risk of over-identification. When empathy leads to excessively feeling for another, it can blur the lines of accountability. In a Scrum team, every member plays a critical role in delivering high-value products to stakeholders. If empathy causes a lapse in holding team members accountable, this can adversely affect the team's overall output. In cases where a team member consistently struggles to communicate effectively, it may raise difficult yet necessary questions about their fit in the team.

Empathy Fatigue: Another concern is empathy fatigue, particularly for roles like the Scrum Master. Consistently practicing high levels of emotional empathy can be mentally and emotionally taxing. The responsibility of constantly 'walking in another's shoes' can lead to stress and burnout. This is especially true for Scrum Masters who bear the weight of team responsibility. Maintaining a balance between empathetic understanding and self-care is crucial to avoid falling out due to empathy fatigue.

Final reflection and next steps
Though not explicitly listed among the Scrum values, empathy, in my experience, serves as the essential bond uniting Commitment, Courage, Openness, Focus, and Respect. In a team where empathy is both valued and practiced, and where the Scrum Master leads by example in this regard, the results extend beyond mere efficiency. Such a team not only achieves high effectiveness but also becomes a place where collaboration and work are imbued with a sense of joy and mutual respect. It’s in these environments that the true spirit of Scrum – with its focus on people, collaboration, and continuous improvement – is fully realized.

As we navigate the complexities of Scrum in our diverse teams, let us consider the integral role of empathy. I invite you to reflect on its impact in your practice and share your perspectives. If this exploration has offered you new insights, please feel free to share it with colleagues who might also appreciate its value.

About the Author
Wim Wiltenburg is an experienced Scrum Master with a rich background in software engineering and a passion for enhancing team cooperation through empathy and agile practices. You can find him on LinkedIn at https://www.linkedin.com/in/wfwiltenburg/

Auteur: Wim Wiltenburg

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