During a sprint review, the product owner rejects a user story because it does not meet their expectations, even though the team followed the acceptance criteria. The team is frustrated. What should you do FIRST?
This option directly aligns with core Agile principles, emphasizing collaboration and direct communication to resolve impediments. When a user story is rejected, it often signals a discrepancy in understanding the acceptance criteria or the 'Definition of Done' between the development team and the Product Owner. Facilitating a meeting allows for immediate clarification, negotiation, and re-establishment of shared expectations, fostering transparency and ensuring future work is better aligned with value delivery.
Why this answer
The immediate conflict stems from a misalignment between the acceptance criteria and the product owner's expectations. As a servant leader, the first step is to facilitate a meeting between the product owner and the team to clarify the acceptance criteria and ensure a shared understanding, which directly addresses the root cause of the frustration without escalating or ignoring the issue.
Exam trap
PMI often tests the principle of servant leadership and conflict resolution by tempting candidates to choose immediate rework (Option A) or escalation (Option C), when the correct first step is always facilitated communication to align expectations.
How to eliminate wrong answers
Option A is wrong because asking the team to rework the story without discussion bypasses the root cause (misaligned expectations) and can lead to repeated rework, damaging team morale and trust. Option C is wrong because appealing to the project sponsor escalates the issue prematurely, bypassing the product owner's authority and the team's direct collaboration, which is not the first step in resolving a scope or expectation conflict. Option D is wrong because adding the story back to the product backlog without resolution ignores the immediate need for alignment and delays the decision, potentially causing the same issue to recur in a future sprint.