conflict resolution Archives - Scrum Master Toolbox Podcast

Oluyomi Emmanuel: When Agile Team Trust Breaks Before the Scrum Master Acts

“Once that trust is broken, everything else, nothing else matters.” – Oluyomi Emmanuel

Oluyomi Emmanuel started his Scrum Master journey after a strategic move toward Agile ways of working changed his project coordinator role into something deeper: helping people communicate when the answers were unclear. In this episode, he shares a hard lesson from a newly formed software team of eight people, where tension between a tech lead and a new developer first appeared in GitHub pull request comments.

There were sarcastic replies, cameras switched off during the daily standup, and a growing distance when the team worked in the same office. Oluyomi initially treated it as a normal forming-stage conflict and waited for the team environment to absorb the tension.

By the time the tech lead escalated concerns to the developer’s line manager, trust had already deteriorated. A facilitated feedback session produced an improvement plan, but the developer experienced the feedback as judgment rather than support and left the team less than a month later. Oluyomi’s lesson was clear: a Scrum Master needs to name trust concerns early, first in one-on-ones, then together, before the relationship becomes too damaged to repair.

In this episode, we refer to psychological safety, conflict resolution, and team trust.

Self-reflection Question: What early sign of broken trust have you noticed but not yet named with your team?

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About Oluyomi Emmanuel

Oluyomi is a Scrum Master, Agile Coach, and Product Lead with over seven years of experience helping teams work better and deliver meaningful digital products. Having worked across energy, consumer platforms, and fintech, he is passionate about building high-performing teams, creating clarity, and turning Agile principles into real business and customer value.

You can link with Oluyomi Emmanuel on LinkedIn.

Mukhtar Kadiri: Merging Three Companies Into One Platform — When Founders Can’t Let Go and Leaders Won’t Decide

“A lot of times, conflict arises because people don’t understand each other. The first thing you need to do is make sure they understand each other.” – Mukhtar Kadiri

Mukhtar brings us a challenge from a merger and acquisition program where a dominant software company acquired two competitors simultaneously — both solving the same market gap, each with their own platform, their own founders still in place, and their own fierce loyalties.

The mission: merge three platforms into one. But the technical challenge was the easy part. The real complexity was human — founders who’d built their companies from scratch watching their babies potentially get retired, teams losing people to low morale and uncertainty, and leadership paralyzed by the knowledge that every decision would make somebody unhappy.

Together, Mukhtar and Vasco explore a four-step approach to navigating these high-stakes disagreements:

1. First, create a feeling of time abundance — never rush a decision that requires buy-in.
2. Second, get each side to present their perspective with only clarifying questions, no judgment.
3. Third, name the disagreement explicitly — turn emotions into concrete, debatable statements.
4. And fourth, co-create an alternative solution that doesn’t come from either original position, because co-creation builds commitment.

Mukhtar adds a critical fifth element: steel-manning — having each side articulate the other’s argument as if defending it. When people feel genuinely understood, even “disagree and commit” becomes possible.

In this episode, we refer to steel-manning and the concept of disagree and commit.

Self-reflection Question: When you’re facilitating a disagreement between two strong positions, do you rush toward a decision — or do you invest the time to make sure both sides can articulate each other’s argument before you even think about next steps?

Transform Your Agile Teams with Hard-Earned Lessons from Super-Experienced Scrum Masters

About Mukhtar Kadiri

Mukhtar Kadiri is a PM career coach with 15+ years in project management. He specializes in helping project and program managers land $100–300K roles. He’s been named the #1 PM in Canada. He also has a LinkedIn following of 67K+ professionals. He shares practical insights for FREE on LinkedIn, where he talks about job search, career growth, and thriving as a PM.

You can link with Mukhtar Kadiri on LinkedIn.

BONUS: Conflict Is the Yellow Brick Road to Success—How Embracing Conflict Transforms Teams and Leaders

In this bonus episode, we explore why fear, conflict, and courage sit at the heart of true agility with Dan Tocchini, a leadership catalyst who has spent over four decades helping teams at organizations like ESPN, Disney, and Homeboy Industries break through the human barriers to high performance. Dan shares powerful stories and practical wisdom on how leaders can embrace conflict as a generative force, build trust through vulnerability, and restructure their teams for genuine agility.

The Power of Vulnerability in Leadership

“I’d rather have it on an honest basis, where she knows what I’m thinking, what I’m aiming at, and we’re shoulder to shoulder, not head to head.”

Dan’s career-defining moment came when he told a CFO at ESPN — while he was competing against McKinsey for the same contract — that she was the problem behind her department’s 75% turnover rate. Rather than sugarcoating or deflecting, Dan chose vulnerability and honesty, even at the risk of losing the contract. This radical transparency became his superpower. The CFO hired him, and within six months, turnover dropped to 15%. Dan stayed with ESPN for eight years. The lesson for Scrum Masters and leaders: you can only truly connect with someone if you’re willing to be honest, even when it might cost you.

Listening for Openings, Not Outcomes

“Most people listen for outcomes. I listen for openings.” Continue reading BONUS: Conflict Is the Yellow Brick Road to Success—How Embracing Conflict Transforms Teams and Leaders

Scott Smith: Why Great Scrum Masters Create Space for Breaks

“Think of the people involved. Put yourself in the shoes of the other.” – Scott Smith

Scott found himself in the middle of rising tension as voices escalated between the Product Owner and the development team. The PO was harsh, emotions were running high, and the conflict was intensifying with each exchange. In that moment, Scott knew he had to act.

He stepped in with a simple but powerful reminder: “We’re on the same team.” That pause—that momentary break—allowed everyone to step back and reset. Both the PO and the team members later thanked Scott for his intervention, acknowledging they needed that space to cool down and refocus on their shared outcome.

Scott’s approach centers on empathy and perspective-taking. He emphasizes thinking about the people involved and putting yourself in their shoes. When tensions rise, sometimes the most valuable contribution a Scrum Master can make is creating space for a break, reminding everyone of the shared goal, and helping teams focus on the outcome rather than the conflict. It’s not about taking sides—it’s about serving the team by being the calm presence that brings everyone back to what matters most.

Self-reflection Question: When you witness conflict between team members or between the team and Product Owner, do you tend to jump in immediately or create space for the parties to find common ground themselves?

Featured Book of the Week: An Ex-Manager Who Believed

“It was about having someone who believed in me.” – Scott Smith

Scott’s most influential “book” isn’t printed on pages—it’s a person. After spending 10 years as a Business Analyst, Scott decided to take the Professional Scrum Master I (PSM I) course and look for a Scrum Master position. That transition wasn’t just about skills or certification; it was about having an ex-manager who inspired him to chase his goals and truly believed in him. This person gave Scott the confidence to make a significant career pivot, demonstrating that sometimes the most powerful catalyst for growth is someone who sees your potential before you fully recognize it yourself. Scott’s story reminds us that great leadership isn’t just about managing tasks—it’s about inspiring people to reach for goals they might not have pursued alone. The belief and encouragement of a single person can change the trajectory of someone’s entire career.

Transform Your Agile Teams with Hard-Earned Lessons from Super-Experienced Scrum Masters

About Scott Smith

Scott Smith is a 53-year-old professional based in Perth, Australia. He balances a successful career with a strong focus on health and fitness, currently preparing for bodybuilding competitions in 2026. With a background in leadership and coaching, Scott values growth, discipline, and staying relevant in a rapidly changing world.

You can link with Scott Smith on LinkedIn.

Salum Abdul-Rahman: The Expert Who Couldn’t Connect: An Agile Team Integration Challenge

Salum shares a challenging situation where a software architect with deep expertise struggled to integrate with the team. Despite the architect’s technical knowledge, his expert-based communication style and inability to justify reasoning created friction with other developers. The conflict escalated when the architect disengaged from teamwork and ultimately left the company. This experience highlights the importance of understanding organizational dynamics in large corporations and recognizing when separation might be the best solution for everyone involved.

In this episode, we refer to Nonviolent Communication, a topic we’ve discussed often here on the podcast.

Self-reflection Question: How do you balance respecting expertise while ensuring all team members communicate in ways that foster collaboration rather than create hierarchies?

Transform Your Agile Teams with Hard-Earned Lessons from Super-Experienced Scrum Masters

About Salum Abdul-Rahman

Salum is an agile coach at Reaktor and experienced leader driving sustainable knowledge work. He is passionate about enabling teams to work with complexity and conflicts. Salum builds communities in and outside of work and has 18 years of experience working with software mostly as a consultant with the public sector.

You can link with Salum Abdul-Rahman on LinkedIn.