Hot Spots, Lynda Gratton

Hot Spots are places where periods of exceptional cooperation flourish, creating great energy, innovation, productivity and excitement. Close your eyes! Picture your company, department or unit as a flaring torch or as a hot spot!

Lynda Gratton is a professor at the prestigious London School of Economics and has twice been named by The Times as one of the world's top management thinkers. Her research into how to encourage Hot Spots started in 1995 and she has carefully crafted the solution based on sound investigation of companies, ranging from Nokia to Goldman Sacks, from The Marriott to France Telecom.

Here's the bad news you can't make Hot Spots happen, all you can do is create a conducive environment that both supports and encourages. The alternative to Hot Spots is the Big Freeze where people hoard knowledge and insights, even turn competitive and aggressive, and turf wars are the norm. I can't think of any company even one where Hot Spots are present - that wouldn't benefit from knowing how to sustain and create exceptional cooperation, great energy, innovation, productivity and excitement. This is one smart lady and her research is compelling.

The Kindness Revolution, Ed Horrell

Ever wondered why your staff, who consider themselves underpaid and overworked, don't expertly and cheerfully handle your customers? Ever wondered why your customers are happy to drop you without a murmur for the next best thing? Ever wondered why the two day course in customer service, (you must smile, because the customers pay your salary) has as much impact on the staff as the inspiring memo from the CEO to all, attesting to his abiding commitment service? You have probably never wondered, because you know the answer!

So what are the alternatives? Combining extensive research with inspiring examples from companies known for their outstanding service. The Ritz-Carlton; L.L.Bean; Chick-fil-A; FedEx; Nordstrom and more, Horrell explains what it takes to get your staff to give really good service every time. Oh, the kindness bit? It's at heart of what makes us feel that we have been well served. Just think about your own service experiences if the last person who served you treated you with kindness instead of indifference, discourtesy, and couldn't-care-less, would that change your attitude to the company?

Too simplistic? Come and find out why it is anything but