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"The failure part is, instead of leading the team to work toward a common vision, I was probably one of the persons that helped the divide." - Carmela Then
Carmela shares a vulnerable story from her first Scrum Master role at a bank. Armed with training, certifications, and the ability to build a beautiful physical Scrum board with perfectly straight lines, she believed she was ready to lead. But Carmela quickly discovered a crucial truth: mastering the mechanics of Scrum is vastly different from serving a team's real needs. Instead of showing up as a humble learner willing to grow alongside her team, she put on a facade of competence and confidence.
When two Product Owners began fighting for dominance, rather than stepping back and focusing the teams on their shared purpose, Carmela found herself drawn into the political battle, supporting one PO over the other. The result was devastating—a toxic environment where one PO was demoted, and talented team members left the organization entirely. Looking back, Carmela recognizes that her failure wasn't about the Scrum board or ceremonies; it was about not putting the customer and common goals at the center. She learned that Scrum Masters must lead with humility, focus on outcomes rather than egos, and help teams unite rather than divide.
In this episode, we refer to John C. Maxwell and Failing Forward by John C. Maxwell.
Self-reflection Question: When was the last time you prioritized looking competent over truly serving your team's needs, and what did that cost you?
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About Carmela Then
Carmela is a Senior Business Analyst with 15+ years in financial and mining sectors. A Certified and Advanced ScrumMaster, she excels in leading agile initiatives, delivering business value, and aligning technical outcomes with strategic goals.
You can link with Carmela Then on LinkedIn.