I'll never be anybody's hero now
One aspect I think is important for a Scrum Master or Project Manager is to make sure that your team doesn’t go on a trip to Vienna (if that term doesn’t ring a bell, search for “Tom DeMarco peopleware”). Quite contrary to popular management belief, I think in general it’s not okay if “occasionally” somebody on the team “puts in some extra work”. There is a reason why many agile methodologies insist on keeping a sustainable pace. Besides all of the very good reasons for making sure your team members stay healthy (see this Burnout story as a negative example), there is also a management point to it: your understanding of what the team is capable of (in terms of results/effort, aka velocity) decreases substantially if you have to take “heroic behaviour” into account. It’s particular bad when you don’t see the connection between reached goals and involved effort, i.e. when team members just move their card from “working” to “done” late in the evening without making clear that it involved five hours more than initially estimated.
Heroic behaviour just can’t be counted on, because nobody will be able to keep it up over a substantial amount of time (that’s the very definition of not being substainable). It’s highly understandable that project members after having committed to some goal can be tempted to go out of their way to reach it. What team members might miss is that “heroic behaviour” can only have an influence on the “time” aspect of the magic triangle of “time, budget and quality”. Extra effort is just that: effort. Hence, it comes with a cost, with the cost it just takes to reach the goal. I’ve also seen that there is a misunderstanding of the term “commitment”. It’s not an unconditional promise of “I can do that task with the effort I think it takes”, there is also the implicit condition of “I understand correctly what the task involves and there is no other external negative influence” (e.g. the urgent bug that needs to be looked at, or the lack of sleep during three days of the week due to the kids being sick at home).
Commitment to a particular goal might at times conflict with taking responsibility for the project as a whole. As a general rule of thumb it’s nearly always much more important to think about the entire project / the big picture than about a small aspect of it. There is the exceptional situation that needs exceptional reaction and maybe exceptional effort. But it’s important to treat it like an exceptional situation. And for these exceptional situations it’s vital that they get treated like a mini project: they should have a clear purpose and have fixed start and end dates. Plus, they should come with a compensation. Scrum Masters and project managers alike should communicate clearly that exceptions are exceptions, not the rule. And team members should clearly communicate that it takes what it takes. When it comes to professional work, follow the 501 manifesto (in case you don’t directly understand the “501” part like I did: it’s not about jeans, but about leaving at 5:01pm).
ObTitle: Morrissey, from “Ringleader of the tormentors”