One of the challenge is managing conflict within team. Scrum master better equipped with Emotional Intelligence is a better way to manage.

1. Scrum Masters and Emotional
Intelligence
Hemant Gurav

2. Agenda
• Scrum Masters from where do they come
• Challenges faced by scrum masters
• What is Emotional Intelligence
• Increasing your Emotional Intelligence
• Developing High Self- Awareness
• Managing Your Emotions
• Motivating Yourself
• Using Emotional Intelligence in Your Relations with Others
• Developing Effective Communication Skills
• Developing Interpersonal Expertise
• Helping Others Help Themselves
• Conclusion
• References

3. Scrum Masters from where do they come
• Project Manager, Developer, Tester, Analytics?

4. Challenges faced by scrum masters
• Conflicts with in team
• Organizational hierarchical challenges
• Subjective and open ended job description
• Shared role vs full time role
• Scrum Team not collocated

5. What is Emotional Intelligence
• Define
• Quite simply, emotional intelligence is the intelligent use of emotions: you intentionally make
your emotions work for you by using them to help guide your behavior and thinking in ways
that enhance your results.
• EI is perhaps the most crucial detriment of success in the workplace
• IQ – Intelligent Quotient – What to and how to do
• EQ – Emotional Quotient - Knowing the situation when and where
• PQ – Physical Quotient – It’s about living, energetic and healthy body with all its multi-systems
functioning well
• SQ – Spiritual Quotient – Clearly knowing your purpose, meaning the ‘Why’ part.

6. Increasing your Emotional Intelligence
• Four building blocks of EI
• The ability to accurately perceive, appraise and express emotions
• The ability to access or generate feelings on demand when they can facilitate
understanding of yourself or another person
• The ability to understand emotions and the knowledge that derives from
them
• The ability to regulate emotions to promote emotional and intellectual
growth.

7. Developing High Self- Awareness
• High self-awareness, basic building blocks of EI
• Monitor yourself, observe yourself in action.
• Ex. Manage your anger must aware of what triggers it.
• Low self-awareness, how it handicaps your actions
• Lacking self-awareness you lack sufficient information to make effective decisions.
• Ex- Clearing the doughs of team members or co workers.
• How to increase Self-awareness
1. Examine how you make decisions 2. Tune in to your senses
3. Get in touch with your feelings 4. Learn what your intentions are
5. Pay attention to your actions

8. Managing Your Emotions
• The component of Emotional System
• Your thoughts or cognitive appraisals
• Your physiological changes or arousal actions
• Your behaviors or action tendencies
• Thoughts, Physiological Changes and Behaviors work for you
• It is important to keep in mind that it is your own thoughts, bodily changes and behaviors that drive
your emotional responses, not someone else’s actions or an external events.
• Become a good problem solver
• The basis of good management is effective problem-solving skills
• Managing positive emotions
• Impulsive behavior, over confidence.

9. Motivating Yourself
• Motivation is the key to start and stay with task
• Technically motivation is expanding energy in a specific direction for a specific purpose. In the context of EI, it means
using your emotional system to catalyze the whole process.
• Sources of motivation
• Yourself, Supportive friends, family and collogues
• An emotional mentor, Your environment
• How to deal with setback and create comeback
• Setback is lost the path, motivation, confidence, self-esteem and enthusiasm
• To come back one need to work on Disbelief, Anger, Depression, Acceptance, Hope, Positive Activity

10. Using Emotional Intelligence in Your Relations with Others
• As a Scrum Master you will be interacting with Developers, Testers, Product
Owner and lot of other stake holders. These interactions may involve
negotiations, selling, managing, conflict resolution and team building.
• The key to making these relationships and interactions successful so that
they benefit all concerned.
• Putting your EI to work by recognizing and responding to the emotions and
feelings of others, guiding those emotions to help others help themselves.
• Clearly one’s ability to do all of this enhances position in your organization.

11. Developing Effective Communication Skills
The basis of any relationship is communication. Without communication-be it sign language, body language, e-
mail, or face-to-face conversation – there is no connection and hence no relationship.
• Using Sensitivity
• Becoming sensitive to the other person; sensitivity is another tenet of EI.
• Self-Disclosure – Six ways to use self-disclosure statements
1. Acknowledge ownership of your statement 2. make sense statement 3. use interpretive statements 4. make feeling
statements 5. use intention statements 6. make action statements.
• Assertiveness
• Is the ability to stand up for your rights, opinions, ideas, beliefs and desires while at the same time respecting those of
others.
• Criticism
• Is like a bitter pill; even though it’s usually difficult and discomforting to give or receive, it is enormously helpful.
• Team Communication
• Encourage Productive team communication

12. Developing Interpersonal Expertise
• What makes a relationship
1. Meetings each other’s needs 2. Relating to each other over time
3. Exchanging information about one’s feelings, thoughts and ideas.
• How to analyze a relationship
• The good news is , you don’t need to be a psychotherapist. Analyzing a relationship means examining it
from different perspectives so that you can chart the best course of action, whether for a specific
encounter or long term relationship, below are the steps –
1. Know the relationship boundaries. 2. Consider relationship expectations. 3. Examine your perceptions of
the other person. 4. Ascertain the other person’s perceptions of you. 5. Examine specific encounters.
6. Determine desired relationship outcomes.

13. Developing Interpersonal Expertise
• How to communication at appropriate levels
• The goal of interpersonal expertise is to establish peak communication with another person. This means
that the individuals involved are perfectly in sync, fully attuned, and totally connected.
• They are completely comfortable in sharing thoughts, feelings, and ideas and know they are listened to
accurately.
• There are four levels of communication beneath this peak level – and all are manageable:
1. Niceties 2. Factual information 3. Thoughts and ideas 4. Feelings
• How to use the different levels effectively
• To use the different levels of communication most effectively, you must be able to identify the levels you
and the other person are each at, match your level to other person’s, and know when to move to a
different level.

14. Helping Others Help Themselves
• Benefit others, you and the organization
• Though extremely difficult, helping others to help themselves is one of the most rewarding practices of
emotional EI. Develop a relationship that is characterized by trust and loyalty – two assets not often seen
in corporate world.
• These are four ways-
• Keep your emotional prospective
• Know how to calm on out of control person
• Be a supportive listener
• Helping others plan their goals and reach them
• Moving towards the emotionally intelligent organization

15. Conclusion
Studies have shown that there are at least 5 key factors that make up EI
High Self Awareness: The ability to tune into information about yourself to use it to help
navigate through life successfully.
Mood Management: The ability to manage emotions, to shake off bad moods and to put in
a good mood.
Self-Motivation: The ability to get yourself to do necessary tasks, to bounce back quickly
from setbacks to “psyche” yourself up on cue.
Interpersonal Expertise: The ability to relate well to others, workout conflict, give and take
criticism, build consensus, enhance team communications.
Emotional Mentoring: The ability to help others manage their emotions to help others
learn to motivate themselves, to help others work out conflict.

16. References
Emotional Intelligence at Work – Hendrie Weisinger
https://hankweisingerphd.com/
Emotional Intelligence – Daniel Goleman
http://www.danielgoleman.info/
Know your EI score -
https://www.mindtools.com/pages/article/ei-quiz.htm