As a Scrum Master, you’re tasked with more than just facilitating meetings and tracking progress; you’re responsible for the emotional pulse of your team. While servant leadership asks you to serve others, empathy takes that idea to a whole new level. It’s not just about helping when someone struggles—it’s about feeling their struggle and standing with them in it. And let’s be real: you can’t fake empathy. Your team will smell inauthenticity a mile away.
So how do you build real, honest-to-goodness empathy as a Scrum Master? How do you make it part of your leadership style? Let’s tap into Brene Brown’s work on vulnerability and empathy to dive into how you can not only understand your team but be right there with them through thick and thin.
The Power of Empathy: More Than “I Get It”
Brene Brown has said it best: empathy is feeling with people. It’s not about throwing a solution at the problem. It’s not even about saying, “I know how you feel” because, honestly, you probably don’t. Empathy is about sitting down in the trenches with someone and saying, “I may not fully understand, but I’m here with you. Let’s figure it out together.” That’s what your team needs from you—not a savior, but a companion.
Here are some practical steps to start building that kind of empathy as a Scrum Master.
1. Stop Fixing—Start Feeling
We’ve all been there. Someone on your team is burnt out, frustrated with the sprint goals, or struggling with imposter syndrome. Your first instinct? Fix it. Offer advice. But here’s the thing: empathy isn’t about fixing. It’s about being fully present and acknowledging their feelings without jumping to solutions.
What to Do Instead:
- Practice Active Listening: Focus 100% on the person talking. Don’t interrupt. Don’t plan your response. Just listen.
- Validate Their Experience: Say something like, “That sounds incredibly tough,” or “I can hear how frustrated you are.” The simple act of validation is the foundation of empathy.
- Use Silence: Sometimes, silence is the best tool for empathy. Let your team member talk and process without you filling the gaps with your two cents.
Example in Action:
You notice a developer is disengaged during meetings. Instead of pulling them aside and saying, “What’s wrong?” you could say, “Hey, I’ve noticed you’ve seemed a bit off lately. I just want you to know I’m here if you want to talk about anything, work or otherwise.” Then listen.
2. Be Vulnerable First
Empathy and vulnerability are best friends. You can’t have one without the other. According to Brene Brown, vulnerability is the birthplace of connection and empathy. And guess what? As a Scrum Master, it’s on you to set the tone.
What to Do Instead:
- Share Your Own Struggles: Have a tough day? Tell your team. “Honestly, I’ve been feeling a bit overwhelmed by everything going on this sprint too. How are you handling it?” By showing your vulnerability, you give others permission to do the same.
- Be Human: Let go of the need to be the all-knowing Scrum Master. Empathy grows when you can say, “I don’t have all the answers, but let’s figure this out together.”
Example in Action:
During a particularly stressful sprint, don’t just drive through it like nothing’s wrong. Acknowledge it to the team: “I know this sprint is intense, and I’ve been feeling the pressure too. How’s everyone holding up? What do we need to shift?”
3. Remove Judgment
Judgment kills empathy. The moment you judge someone’s feelings or situation, you’ve lost the chance to connect with them. As a Scrum Master, it’s easy to think, “Well, I don’t have time for someone to be dragging the team down,” but that kind of thinking blocks empathy.
What to Do Instead:
- Practice Non-Judgment: Whenever a team member shares something difficult, catch yourself before thinking, “They shouldn’t feel that way.” Instead, remind yourself that all feelings are valid, even if they’re inconvenient.
- Ask Clarifying Questions: Instead of jumping to conclusions or assumptions, ask, “Can you tell me more about what’s been going on for you lately?” This shows you’re genuinely interested in their experience, without making snap judgments.
Example in Action:
A tester comes to you stressed about deadlines, but you’re thinking, “We’ve all got deadlines!” Instead of brushing it off, ask, “What’s been the most challenging part of managing your workload? How can we better support you?”
4. Empathy Through Action
Empathy is about showing up, not just feeling the emotions. It’s an action-oriented practice, and that’s where you, as a Scrum Master, can thrive. Once you’ve built trust and vulnerability, you can start taking action based on what you’ve learned about your team’s needs.
What to Do Instead:
- Offer Support Where It’s Needed Most: Empathy sometimes means adjusting expectations or stepping in to help in ways that go beyond your job description. It’s not just about “I understand”—it’s about, “I understand, and I’m willing to help.”
- Provide Empathy-Based Feedback: If someone’s struggling, your feedback should reflect that you understand their situation, not just what needs to improve. “I know this sprint was tough for you. I noticed X happening—let’s work together to find a solution that makes this more manageable.”
Example in Action:
If a team member expresses burnout, instead of pushing them to hit sprint targets, consider reallocating some tasks or even advocating for less sprint capacity in the next planning session. Your actions show that you’ve listened and understood their needs.
Final Thoughts: Empathy is a Superpower
Empathy isn’t a fluffy add-on for leadership; it’s your superpower as a Scrum Master. It transforms how you connect with your team, how they see you, and ultimately, how they work together. The best part? It’s a skill that can be learned and practiced. With Brene Brown’s empathy-building practices—listening deeply, being vulnerable, and removing judgment—you’re not just checking off a servant leadership box; you’re building a team culture of trust, openness, and real connection.
Incorporate these empathy-driven actions into your Scrum rituals, and watch as your team’s dynamics shift from transactional to truly transformational.
Empathy is the future of leadership—and the good news is, it’s something you can start practicing today.
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