Trust is low on the water-billing portal team after a shutoff-notice defect. Which coaching attribute should the Team Coach treat as required, not optional?
Select an answer to reveal the explanation.
Short Explanation
After a bad shutoff notice, people do not get braver because someone posted a blame chart. Empathy is how the Team Coach gets the room talking again. Without trust, the next defect stays hidden.
Full Explanation
Empathy is a required Scrum Master / Team Coach attribute, not a soft extra. After a citizen-facing water-billing defect, psychological safety and trust determine whether the team can inspect the real causes. Individual blame scores, public ranking, and feeling-avoidant checklists all reduce transparency and delay recovery. Coaching with empathy is how performance becomes possible again.