Leadership in the post-COVID-19 Work Environment: A Qualitative Study of Servant Leadership in an ICT Company

This study aimed to enhance understanding of servant leadership and its relevance given the worldwide turbulence that resulted from the COVID-19 pandemic. Employees experienced uncertainties and complexities during and post the pandemic and the study investigated whether servant leadership is capable of delivering a leadership approach that can meet the challenges of the modern workplace. Servant leaders are those who place the needs of their subordinates before their own. The research examined the participants’ conceptualisations of servant leadership by, firstly, exposing them to background information on this form of leadership, secondly soliciting managers’ perspectives on servant leadership and, thirdly, investigating ways in which its principles and values can be applied in an ICT company. A qualitative research design was employed, with in-depth interviews conducted with 18 purposively selected managers. The data were analysed using Braun and Clarke’s (2006) thematic analysis approach. The study found that the majority of participants embraced servant leadership principles and were motivated by serving employees’ interests. An important finding was the relevance of explaining the concept of servant leadership prior to the interviews, which enabled participants who had no exposure to this concept to understand it. Servant leadership, which values collaboration and shared foresight while accepting accountability and challenging goals to maintain high work standards, was unanimously deemed a viable form of leadership that would benefit an organization if successfully implemented. The benefits identified by participants included employees feel valued and trusted, which motivates them to provide clients with quality service.