Leading during the pandemic was a wake-up call for many of us. When Covid first hit, we had to act so swiftly that we didn’t have time to debate which leadership styles to adopt. We were navigating a crisis with no map, so we relied on instinct. Leaders need to adjust their style and use new skills when the world gets weird. It turns out, leaders who were both decisive and empathetic rose to the top. Decisive leadership helped us deal with the sudden shift to remote work—both our own and that of our customers. For example, ServiceNow quickly created emergency-response applications on our platform to help customers manage the unique, rapidly evolving challenges presented by the Covid-19 pandemic and followed that up with return-to-workplace applications. Leaders also realized that empathy was critical. People were burned out, working overtime as employees, caregivers, and teachers. We were confined to close quarters with cranky family members, and each headline was more depre...
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