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Exemplifying Service Leadership During Times of Crisis

Saina Sunder, Grade 10

Service during leadership during times of crisis, such as the COVID-19 pandemic, has proven to be extremely vital while navigating through challenges while giving importance to the health and well-being of teams and communities. A few important understandings and examples that show how leaders have adopted a service-oriented approach well during this tough time.

Service leadership focuses on empathy, active listening and offering support for team members especially during crises where there is a lot of uncertainty and emotional distress. Leaders who represent this style increase the trust and collaboration with their team members which are needed when going through tough times.  

Examples of Effective Service Leadership:

1.Cleveland Clinic Abu Dhabi 

Under the leadership of Dr. Rakesh Suri, the Cleveland Clinic Abu Dhabi formed a crisis management team that included staff from all levels of the organization. This approach enabled rapid decision-making and resource allocation to ensure patient care continuity while expanding emergency capacity during the pandemic. The focus on teamwork and collective problem-solving.


2.Lufthansa's Compassionate Response

Following a tragic incident involving Germanwings, Carsten Spohr, CEO of Lufthansa, demonstrated empathy by openly addressing the victims' families and the public. His transparent communication and swift policy changes highlighted how service-oriented leadership can foster trust and healing in times of crisis.


3. Johnson & Johnson's Tylenol Crisis Management 

During the Tylenol poisoning crisis, Johnson & Johnson's immediate product recall and transparent communication set a benchmark for crisis management. The company's focus on consumer safety over profit showcased a commitment to service leadership principles, rebuilding trust through decisive action and clear messaging


4.Ed Stack of Dick’s Sporting Goods

Ed Stack took bold steps during the COVID-19 pandemic by prioritizing employee safety over profits. He made decisions to temporarily close stores and implement safety measures that reflected a deep concern for his team’s well-being. This approach not only protected employees but also reinforced customer loyalty during challenging times

Effective communication is paramount in service leadership during crises. Leaders must convey information clearly while demonstrating empathy towards those affected. This involves being forthright about challenges, actively listening to concerns, and maintaining consistent messaging to build trust among team members and stakeholders.

Service leadership plays an important role in navigating crises by developing an environment of support and collaboration. Leaders who prioritize their team's well-being while ensuring working continuity can effectively manage challenges and emerge stronger from hardship. The examples of Cleveland Clinic Abu Dhabi, Lufthansa, Johnson & Johnson, and Dick’s Sporting Goods illustrate how empathetic leadership can make a significant difference in times of crisis, leading to resilience and growth within organizations.

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