During a 311 retrospective, a teammate is interrupted whenever they raise operations pain. What conflict-improving behavior should the Scrum Master / Team Coach name?
Select an answer to reveal the explanation.
Short Explanation
Interrupting the ops person is just a quieter way to say "we do not want that data." Listening without cutting in is the behavior that makes conflict useful. The 311 retro cannot fix pain it never lets finish a sentence.
Full Explanation
During a 311 retrospective, when a teammate is interrupted whenever they raise operations pain, the Scrum Master / Team Coach should name listening without interrupting so the operations pain can actually be heard. Interruptions are a conflict behavior that silences the very signals municipal operations need about abandoned calls, after-hours load, or broken scripts. Faster interruptions to keep a happy-path agenda punish honesty and teach people to stop raising real pain. Asking the Release Train Engineer to speak for operations instead removes the teammate's voice and makes the train the narrator of team experience. Parking operations pain on a lot that is never opened performs listening theater without learning. Exam caveat: SASM productive conflict behaviors include listening without interrupting; agenda policing and eternal parking lots are anti-patterns. Operational check: stop the interruption pattern in the moment, give the teammate uninterrupted time, capture the operations pain as a candidate improvement item with an owner, and agree a working agreement about turn-taking. Verify in the next retrospective that operations voices can finish a thought and that at least one pain item was addressed or explicitly deferred with a date.