Komunikace & Péče o zákazníky

This book and CD pack will help students communicate better, showing them how to make the jump to international English, how to probe cultural references and how to build empathy with the customers students are dealing with.

It will meet the needs of induction and language refreshment courses in call centres, call centre representatives who need to upgrade their communication with native English speakers and back office processors.

It is written in a lively and personal style using examples from real-life situations to illustrate the communication problems experienced by UK customers and overseas call centre staff. The authors offer advice and practice on how to improve communication along with resources to improve English language skills and knowledge of life in the UK

Successful Meetings is a video-led course which teaches students to communicate successfully in meetings in English.

Successful Meetings is ideal for students at intermediate level or above who want to develop their business communication skills in meetings, as well as improving their English.

The Successful DVD course takes students through the skill step-by-step using video clips which are then analysed. Students then use the tasks in the accompanying coursebook to put these skills into practice.

Trainer's Guide - available online at www.oup.com/elt/teacher/successful

Dynamic Presentations is a business skills books from a leading business English author, combining core business skills with innovative new areas. Aimed at today's busy executives and those studying for or wishing to further their careers in business, Dynamic Presentations looks at what constitutes a successful, motivating presentation and gives learners an insight into the essential skills and techniques they will need to ensure their presentations are both motivating and memorable. It is for intermediate to advanced learners of business English who want to excel at presenting. A Dynamic Presentations DVD and free DVD Worksheets are also available, with expert advice and authentic content, aimed at improving competency in key management areas.

Presentations in English is the ideal choice for anyone who needs to make presentations in English. The flexible seven-step approach helps students to 'find their voice' and develop their own unique presentation style. KEY FEATURES * Ideal for self-study and classroom use * Students can work through the chapters progressively or dip into them to find the skills and language most useful to them * The book presents language, advice and a range of powerful, up-to-date presentation techniques * The DVD follows the progress of real students doing their presentation course and is fully integrated with the book

Introduces students to the correct formats and approaches to use in Basic office correspondence. This new edition includes three new units and gives special attention to new forms of written business communication, especially emails and faxes.