English
Information Technology
Vocational English
Course
B o o k
Contents
Function
nit 1 Working in
the IT in.dustry
Meeting people p.4
J o b s in IT p.6
S c h e d u l e s p.8
Introducing yourself and others
Vocabulary
Present tense of be
Introductions
I'm Natasha, nice to meet you.
Personal questions
Describing your job
Present Simple
What do you do?
1 am a programmer.
Jobs
Describing your daily routine and
Schedules
What time does it start?
Routines
Times
times
Spelling p. 10
Language
Using the alphabet
What does
WWW stand
How do you spell
for?
IT acronyms
The alphabet
that?
B u s i n e s s matters p.11
Computer
Describing computer hardware
Unit2: Compu ter systems
hardware p. 12
Computer
Comparatives
That monitor
Computer hardware
is bigger than
mine.
Describing computer software
Superlatives
That software is the easiest to use.
Present tense of have(got)
We've got the best
software.
Computer softw ware
Working with
c o m p u t e r s p.16
Describing tasks
Present continuous
Are you installing it now?
Computer tasks
Computer
Understanding computer usage
must, mustn't,
Computer usage
software p. 14
u s a g e p.18
can, can't,
don't have to
1 must update my files
B u s i n e s s matters p. 19
Website
Talking about websites
Unit 3 Websites
purpose p.20
Website
analytics p.22
Question words (1)
Which websites
Getting information about websites
Purpose of websites
do you visit?
Question words (2)
How many people visit our
Website analysis tools
website?
Large numbers
Website
development p.24
Developing a website
The best
Talking about your favourite
Describing things
w e b s i t e s p.26
websites
There are a lot of photos
Database
b a s i c s p.28
Understanding database products
Asking people to do things
Data
p r o c e s s i n g p.30
Describing data processing steps
Data storage a n d
Talking about data storage and
Asking for and giving advice
Data storage and back-up
b a c k - u p p.32
devices
What should 1 do?
solutions
Describing steps in a process
After that...
Functions of a website
Features of a website
Adjectives
on this
website
nit 4 Databases
B u s i n e s s matters p.27
Could you help me,
Quick questions to check understanding
Got that?
You should buy a flash
Database systems
benefits p.34
B u s i n e s s matters p.35
Contents
Using data in company departments
Entering a database
please?
Data processing steps
Prepositions
drive.
Company departments
Types (
Function
•
E-commerce
Explaining E-commerce types
c o m p a n i e s p.36
Language
Vocabulary
Quantity
Types of business
many, a few,
Unit 5 E -comme
p
E-commerce
features p.38
Describing the features of an
e-commerce website
Transaction
security p.40
Talking about security
Online
Describing the transaction process
Linking ideas
Website features
/ have a PC and laptop
at home
Future (will + infinitive)
Hackers
Networks
won't be able to get into the network
Online transactions
transactions p.42
lit 6 Network systems
B u s i n e s s matters p.43
Types of
network p.44
Explaining networks
Networking
Describing and fixing network
hardware
Making suggestions
hardware p.46
Talking about the
Using the past tense
Past Simple
When did they launch the
I'd recommend
it's cheaper.
past p.48
Types of network system
Giving reasons
a Dell computer
because
Network hardware
Why don t you call the IT Help
Desk?
Problems with hardware
Networking sites
network?
Time expressions
yesterday
3
Network range a n d
s p e e d p.50
Talking about network capabilities
Network terminology
Speeds and ranges
B u s i n e s s matters p.51
Fault
Understanding faults
lit 7 IT si ipport
diagnosis p.52
i_
3
The present perfect
Has (s)he switched
Software
repair p.54
Filling in service reports
Hardware
repair p.56
Using toolkits and making repairs
off the
computer?
Fault diagnosis: questions
and answers
Fault diagnosis questions
Possible solutions
Explaining the use of something
We use tweezers
to hold small
Toolkits
objects
Customer
Computer hardware
Phonecalls
service p.58
B u s i n e s s matters p.59
Unit 8 IT security t and sat
a
Security
solutions p.60
Describing security solutions
Workstation health
should/shouldn't
and safety p.62
Identifying a safe working
environment
Security
procedures p.64
Explaining network and system
security
Expressing prohibition
Vou mustn't give your password
Reporting
Reporting a security incident
Expressing possibility
You may have a virus on the
computer.
Types of security threats
Security systems
•
Office rules
Security procedures
to anyone.
Reporting process
incidents p.66
B u s i n e s s matters p.67
Partner files: Student A p.68
Audio script p.69
Partner files: Student B p.78
Contents
3
Working in the
IT industry
• I n t r o d u c e y o u r s e l f and
others
• ask a n d a n s w e r p e r s o n a l q u e s t i o n s
• talk a b o u t s c h e d u l e d tasks
• use the a l p h a b e t a n d s p e l l out w o r d s
Meeting people
H o w d o y o u greet p e o p l e i n y o u r c o u n t r y ? W h a t d o y o u say w h e n y o u greet
p e o p l e i n English?
Speaking
Reading
2
C o m p l e t e these dialogues w i t h t h e w o r d s i n t h e b o x .
all
is
too
Listening
Speaking
name's
Welcome
Nice
this
What's
1
Natasha: H i , m y (1)
Natasha.
Khalid:
Pleased t o (2) _
you. I'm Khalid Ali.
Natasha: Pleased t o meet y o u , ( 3 ) .
2
Philip:
Ahmed:
f'hilip:
G o o d m o r n i n g . (4)
I ' m A h m e d . A n d (5)
M y name's P h i l i p . (6) .
Tim:
All:
Tim:
Ingrid:
Linda:
Tim:
Hi everybody, (7).
. is I n g r i d .
Hi!
I n g r i d , t h i s (8)
. A h m e d , L i n d a , M o h a m m e d a n d Mansoor.
Nice m e e t i n g y o u (9)
Likewise.
(10)
t o t h e t e a m a n d g o o d luck.
3
. y o u r name?
_ are?
t o meet y o u .
L i s t e n a n d c h e c k y o u r answers.
4
L i s t e n again a n d repeat t h e dialogues.
5
W o r k i n s m a l l g r o u p s . Practise i n t r o d u c t i o n s . F o l l o w t h e i n s t r u c t i o n s below.
1
2
1
you
meet
Working in the IT industry
Introduce yourself.
I n t r o d u c e a new t e a m member.
Listening
6
L i s t e n t o t h i s d i a l o g u e a n d c h o o s e t h e c o r r e c t answers.
K a t h r y n : K a r i m , w h a t d o y o u do?
Karim:
I'm a (1) website developer/network
administrator.
w o r k for?
K a t h r y n : I w o r k for CISCO. I ' m a (2) system analyst/website
W h e r e are y o u f r o m , K a r i m ?
Who do you
analyst
there.
Karim:
I'm f r o m K u w a i t . I w o r k for M i c r o s o f t t h e r e . A n d w h e r e are y o u
from, Kathryn?
Kathryn
I ' m f r o m t h e (3) UK/US b u t n o w I live i n Qatar. Do y o u k n o w w h e r e
Glenda's from?
She's f r o m t h e US.
A n d w h a t ' s h e r job?
Karim:
Kathryn
Karim:
She w o r k s for (4) IBM/Dell.
Her j o b is t o set u p n e w s y s t e m s .
Language
Present tense of be
We use be to say who somebody is
or what something is.
I'm Sam.
1 am Sam.
You're/We're/They're from the UK.
You/ We/They are from the UK.
He's/She's
He/She is a website developer.
a website developer.
It is in the US.
It's in the US.
We use be to ask personal
questions.
7
BcXH
Where are you from?
L i s t e n a n d repeat these w o r d s .
I'm, You're, She's,
Reading
8
What is his name/job?
What's his name/job?
He's, It's, We're,
They're/Their
C o m p l e t e t h i s e m a i l w i t h am, is, are, their, our o r my.
Dear Colleagues
the IT Support team
Jessica Martin and I (2).
My name (1)
Mahmoud Al Banawy,
leader. The IT Support team members (3)
Eli Ibrahim and Guido Pitteri. Mahmoud (4)
our network administrator.
Eli and Guido (5)
system maintenance officers. (6)
job is to
keep our systems going. (7)
job is to support you.
(8)
contact number (9)
675 567 567.
Best regards
Jessica Martin
Writing
Speaking
9
W r i t e a r e p l y t o t h e e m a i l i n 8. I n t r o d u c e y o u r s e l f a n d t h r e e p e o p l e i n
your group.
1 0 W o r k i n pairs. A s k a n d a n s w e r q u e s t i o n s a b o u t y o u r j o b s , c o m p a n i e s
and nationalities.
Example:
A: Where are you
B: I'm from ....
from?
Working in the IT industry
1
5
Jobs i n IT
Speaking
1
W o r k i n s m a l l g r o u p s . List t h e IT j o b s y o u know.
Reading
2
Read t h i s t e a m i n t r o d u c t i o n . C o m p l e t e t h e d e s c r i p t i o n s 1-4 w i t h t h e IT j o b s i n
the box.
Hi! I'm Sylvia. I c r e a t e u s e r n a m e s and
p a s s w o r d s and I s e t
firewalls.
This is Isabelle. Her j o b is t o plan and design t h e
network. A n d t h i s is Andrew. His j o b is t o make sure
all o f t h e c o m p u t e r s work properly. Finally, M a r k and
Latika. Their area is d a t a processing. We all work f o r
t h e university. Our offices are in building &.
database analyst
IT support officer
network administrator
network architect
1
2
3
4
Sylvia is a
Isabelle is a
A n d r e w is a n
M a r k a n d L a t i k a are
Language
Present simple
What do you do? I'm a programmer.
We use the present simple
to talk about routines and
things that are permanent or
happen all the time.
What does she do? She's a developer.
Where does she work? She works for IBM in Poland. She doesn't work in
Estonia.
Where do they work? They work for Siemens in Egypt.
Do you work in IT? Yes, 1 do/No 1 don't.
Listening
3 StfjEH
L i s t e n t o t h r e e p e o p l e t a l k i n g a b o u t t h e i r jobs. C o m p l e t e these j o b
descriptions.
1
2
3
6
1
Working in the IT industry
Karl
Job: software
c o m p u t e r games.
R e s p o n s i b i l i t i e s : he designs a n d
Heba
Job:
analyst
Responsibilities: h e .
. computer problems.
Wojtek
Job: database
. e l e c t r o n i c data.
R e s p o n s i b i l i t i e s : he analyses a n d .
1
Speaking
4
W o r k i n p a i r s . A s k a n d answer q u e s t i o n s a b o u t K a r l , Heba a n d Wojtek.
Example:
A: What does Karl
B.He's
....
L i s t e n a n d c o m p l e t e t h i s dialogue.
Listening
Ahmed:
Betty:
Ahmed:
Milo:
Betty:
Milo:
Betty:
Milo:
W h e r e (1)
y o u w o r k , Betty?
1 w o r k for Dell i n D u b a i . W h a t (2)
. you?
I (3)
for HP i n Budapest. W h a t d o y o u (4)
, Milo?
. developer. I w o r k ( 6 ) .
I'm a (5)
. Microsoft i n Prague.
Frida?
Milo, do you (7).
Yes, I d o . W h a t d o y o u (8)
t o know?
W h e r e (9)
she w o r k ?
She w o r k s w i t h ( 1 0 ) .
. i n Prague. She designs w e b s i t e s for
Ahmed:
(11)
I see. Right, let's go. T h e w o r k s h o p s t a r t s i n five m i n u t e s .
6
L i s t e n a n d repeat these q u e s t i o n s .
1
2
3
4
5
Writing
do?
7
Where do y o u work?
W h a t a b o u t you?
W h a t d o y o u do?
W h a t d o y o u w a n t t o know?
W h e r e does she w o r k ?
W h a t is y o u r d r e a m job? W r i t e a j o b d e s c r i p t i o n for t h e j o b of y o u r c h o i c e .
Job:
Company to work for:
Responsibilities:
Speaking
8
Tell t h e rest of t h e g r o u p a b o u t y o u r d r e a m j o b . Use y o u r notes t o h e l p y o u .
Example:
My dream job is ... . I design/solve/analyse
....
Working in the IT industry
Schedules
L i s t e n t o t w o p e o p l e at a n IT conference. C o m p l e t e t h i s d i a l o g u e .
Listening
Penelope:
Don:
Hi, D o n . (1)
I'm (2)
are you.'
t h a n k s , Penelope. A n d you?
I'm OK. Bit t i r e d f r o m t h e flight.
Right.
Penelope:
Don:
Penelope:
Don:
Penelope:
Don:
Penelope:
Don:
Penelope:
Don:
Penelope:
Don:
(3)
w o r k s h o p (4)
y o u w a n t t o a t t e n d today, Don?
I w a n t t o go t o t h e CISCO n e t w o r k s e c u r i t y w o r k s h o p .
Sounds i n t e r e s t i n g . W h a t t i m e does i t start?
It (5)
A n d (6)
It (7)
at 9.15.
does i t finish?
at 4.00 i n t h e a f t e r n o o n .
Well, I (8)
to attend the Microsoft Windows Applications
w o r k s h o p . It (9)
at 8.30 a m a n d (10)
at 6.00 p m .
But t h e y have t w o breaks, at 10.30 a n d 12.45.
That's good.
H o p e y o u e n j o y y o u r session.
You t o o . See y o u a r o u n d .
Language
Schedules
We use ar with clock times.
It starts at 9.15. (nine fifteen!quarter past nine)
It begins at 8.30. (eight thirty/half past eight)
What time does it
start/begin/finish/end?
It finishes at 4.00. (four o'clock)
It ends at 5.05. (five oh five/five past five)
When do you have a break?
We have a break at 12.45. (twelve forty-five/a quarter to one)
L i s t e n a n d repeat t h e s e t i m e s .
1
2
3
4
7.05
6.45
8 o'clock
10.45
5
6
7
8
4.35
2.15
12 o ' c l o c k
9.50
L i s t e n a n d repeat t h e s e sentences.
1
2
3
Speaking
4
It finishes at 5.00.
It ends at 8.00.
It s t a r t s at 6.00.
W o r k i n pairs. A s k a n d answer q u e s t i o n s a b o u t y o u r d a i l y s c h e d u l e a n d breaks.
Make notes.
Example:
A: What time/When
do you start work?
B: I start at 8.00. What about you?
A: I begin at... .
5
Tell a n o t h e r pair a b o u t y o u r p a r t n e r ' s schedule.
Example:...
Reading
6
starts work at 8.00 and finishes
at 4.00. She has a break at 12.00.
C o m p l e t e these sentences w i t h t h e w o r d s i n t h e box.
at
at
in
for
from
I w o r k i n an office (1)
Canada. I w o r k
D u b a i b u t I'm (2)
(3)
SAP t h e r e . I s t a r t w o r k (4)
. 8.15, have l u n c h i n a cafe
(5)
1.30 a n d finish a b o u t 5.00.
/
Writing
7
II
9
W r i t e t h r e e sentences a b o u t y o u r s e l f a n d y o u r d a i l y schedule.
Working in the IT industry
1
9
Spelling
W o r k i n s m a l l g r o u p s . List t h e IT a c r o n y m s y o u know.
Speaking
HTML (HyperText Markup Language)
HTML is a mark-up language used to
describe the structure of a web page.
FTP (File Transfer Protocol) a standard
network protocol used to copy a file from one
host to another.
WLAN (Wireless Local Area Network) A type
of
local-area
network
that
uses
high-frequency radio wires to communicate
between nodes.
Listening
2
L i s t e n a n d c o m p l e t e t h i s dialogue.
B o b , c a n y o u (1)
me, please?
Sure.
I d o n ' t u n d e r s t a n d t h i s a c r o n y m . W h a t does i t (2)
for?
Let m e see. 'W3'. I ' m n o t sure. M a y b e WWW, t h e W o r l d W i d e Web.
OK. W h a t does P2P s t a n d for?
(3)
s t a n d s for person-to-person.
OK. W h a t does IP (4)
?
It means I n t e r n e t P r o t o c o l .
H o w d o y o u (5)
'Protocol'?
p - r - o - t - o - c - o - 1 .
Thanks.
You're w e l c o m e .
L i s t e n t o t h e l e t t e r s a n d repeat t h e m .
a hj k
bcdegptvz
f Imnsxz
Z /zed/ in British
English and /zee/ in
American English.
i y
o
qu w
r
Speaking
4
W o r k i n pairs. Make a list of a c r o n y m s .
Ask a n d answer q u e s t i o n s .
Example:
A: What does HTML
stand
for/mean?
B: It stands for/means
10
1
Working in the IT industry
....
Business matters
You are at a t r a i n i n g w o r k s h o p . T h e t r a i n e r asks all t h e trainees t o c o m p l e t e t h e
f o r m a n d i n t r o d u c e themselves. C o m p l e t e t h i s f o r m a b o u t yourself.
Writing
Participant Information
Name:
Date:
DOB:
Contact:
Place of residence:
Phone
Email
Interests:
IT job you want and why:
2
W o r k i n p a i r s . Swap y o u r profiles a n d i n t r o d u c e y o u r p a r t n e r .
3
W r i t e an email message t o i n t r o d u c e y o u r s e l f t o t h e e m p l o y e e s i n t h e c o m p a n y
u s i n g t h e profile b e l o w o r y o u r o w n i n f o r m a t i o n .
You are a n e w e m p l o y e e in a c o m p a n y . Your p o s i t i o n is a n e t w o r k
administrator. You are responsible for setting u p firewalls, s e c u r i t y levels,
wireless connection, usernames and passwords.
Speaking
4
W o r k i n p a i r s . Student A: y o u are t h e IT h e l p desk c o o r d i n a t o r , M r s M a h m o u d .
T u r n t o page 68. Student B: y o u are Sharifa. T u r n t o page 78. C o m p l e t e t h e task.
Swap t h e roles.
Dear Mrs Mahmoud,
I am a new e m p l o y e e i n F i n a n c e . I n e e d h e l p w i t h a c c e s s t o
t h e company n e t w o r k . P l e a s e c a n y o u o r g a n i s e a t r a i n i n g
s e s s i o n f o r me? I am f r e e o n T h u r s d a y a f t e r 2 . 3 0 . Do I n e e d
t o come t o y o u r o f f i c e ? Do y o u g i v e c e r t i f i c a t e s a f t e r t h e
t r a i n i n g ? T h a n k y o u v e r y much f o r y o u r h e l p .
Sharifa
Working in the IT industry I 1
11
r
O
m
V> W
n
i
l
i l l
t
P
r
U L V / i
• talk about w h a t is h a p p e n i n g
l
• talk a b o u t o b l i g a t i o n s
•
o
y
o
l
* make comparisons
• talk about ability and
d
l
o
now
necessity
Computer hardware
W o r k i n s m a l l g r o u p s . M a k e a list of all t h e c o m p u t e r h a r d w a r e y o u use i n y o u r
Speaking
w o r k o r study.
Vocabulary
2
Label t h e d i a g r a m w i t h t h e c o r r e c t i t e m s 1-11.
1
monitor
2
3
4
case
motherboard
CPU ( C e n t r a l Processing Unit
or Processor)
main m e m o r y (RAM)
5
Listening
2
3
Computer systems
ksj
6
7
8
9
10
11
e x p a n s i o n cards (video, g r a p h i c )
power supply unit
optical disk drive
hard disk drive
keyboard
mouse
M. L i s t e n t o t w o colleagues a n d c o m p l e t e t h i s dialogue.
Bob:
W h a t d o y o u t h i n k ? W h i c h (1)
Daisy:
I ' m n o t sure. T h i s c o m p u t e r has a (2)
has a (3)
processor.
is b e t t e r for t h e sales team?
Bob:
Daisy:
Bob:
Daisy:
Bob:
Daisy:
Bob:
A n d t h e o t h e r one?
Well, i t is (4)
A n d (5)
Yes, y o u ' r e r i g h t . L i g h t e r a n d smaller.
B u t t h e bigger o n e is (6)
So w h a t is o u r decision?
I ' m n o t sure. Let's go for a coffee a n d discuss t h i s again.
m e m o r y and I think it
Language
Comparatives
things.
For short adjectives we add -er
(than). Be careful of spelling.
For long adjectives we use
more/less (than).
Some comparatives are irregular.
The new monitor was bigger than the old monitor.
big
bigger
fast
faster
Your processor
easy
easier
It's easier to use than the other one.
difficult
more/less
difficult
This version is more difficult to use than the old
version.
expensive
more/less
expensive
His computer is less expensive than hers.
reliable
more/less
reliable
1 think you should buy that CPU. It is more reliable
than the one you have.
bad
worse
That screen resolution is much worse than before!
good
better
1 really like this mouse. It's so much better than the
old one.
is faster than mine.
Make t h e c o m p a r a t i v e f o r m of these adjectives.
Example:
1
2
3
4
5
6
7
long
longer
light
efficient.
long
wide
heavy
fast
dark
8 soft
9 hard
10 d u r a b l e .
Reading
5
BEIQI
6
Listen again a n d repeat t h e w o r d s .
7
Read t h e s e p r o d u c t d e s c r i p t i o n s a n d m a k e sentences u s i n g c o m p a r a t i v e s .
Example:
L i s t e n a n d c h e c k y o u r answers.
The Corsair
is longer than the Imation
C o r s a i r F l a s h Survivor G T 8 G B
8GB
/ M'
/fisr //
/
/
/ J*3r /
/
mtSM
Writing
/
/
but
slimmer.
Imation Clip F l a s h Drive 4 G B
4GB
Read at 34MB/S
Read at 15MB/S
Write at 28MB/S
Write at 9MB/s
3.25" x 0.75"
2.95" x 1.14"
Aluminium
Plastic
256-bit A E S
No data encryption
S W encryption
Five year warranty
Ten year warranty
Price £10
Price £25
8
W o r k i n pairs. W r i t e a n e m a i l t o a colleague c o m p a r i n g t h e t w o p r o d u c t s i n 7.
Computer systems
2
13
Computer software
W o r k i n s m a l l g r o u p s . Make a list of a l l t h e c o m p u t e r software y o u use i n y o u r
w o r k o r study. T h i n k a b o u t :
Speaking
2
•
•
application software
p r o g r a m m i n g software
•
s y s t e m software
Make a list of t h e c o m p u t e r s o f t w a r e y o u r non-IT colleagues use.
Language
Superlatives
We use superlative adjectives to compare a person or thing with a number of other people or things.
For short adjectives we add
the + -est. Be careful of spelling.
For long adjectives we use
trie most/the least.
big
biggest
The new monitor was the biggest in
the room.
fast
fastest
Your version of the software is
the fastest.
easy
easiest
It's the easiest to use.
difficult
the most/least difficult
This version is the most difficult
to use.
expensive
the most/least expensive
His computer is the least expensive.
reliable
the most/least reliable
1 think you should buy that. It is the
most reliable.
bad
the worst
That is the worst software I've
ever used!
good
the best
1 really like this website. It's the best
I've seen.
Some superlatives are irregular.
Speaking
3
W o r k i n s m a l l g r o u p s . Talk a b o u t t h e s o f t w a r e y o u a n d y o u r non-IT colleagues
use. A n s w e r these q u e s t i o n s .
1
2
3
4
5
6
7
14
2
Computer systems
W h a t are t h e differences b e t w e e n t h e IT a n d non-IT software y o u have listed?
W h i c h is t h e cheapest?
W h i c h is t h e m o s t expensive?
W h i c h is t h e most/least reliable?
W h i c h is t h e m o s t difficult/easiest t o use?
W h i c h is t h e best/worst?
W h i c h is t h e most/least user-friendly?
Listening
B
4
L i s t e n t o t w o colleagues d i s c u s s i n g s o f t w a r e a n d c o m p l e t e
t h i s dialogue.
Tim:
W h a t d o y o u t h i n k a b o u t these t h r e e p h o t o i m a g i n g
packages?
Simone:
It's a difficult c h o i c e . A l l t h r e e are v e r y g o o d b u t t h e y
have different s t r e n g t h s .
I agree.
Serif Image Plus has (1)
image (2)
OK.
But Magic E x t r e m e has t h e (3)
p r o c e s s i n g of images.
You're r i g h t . A l s o , Serif has (4)
special
(5)
B u t w h a t a b o u t Snap Pro?
dubbing options.
Well, i t has t h e ( 6 ) .
photos.
A n d Snap Pro is t h e best for (7)
efficient
I ' m n o t sure. Serif has (8)
(9)
W h i c h is t h e m o s t expensive?
O h , Serif Image Plus.
A n d t h e cheapest?
Snap Pro.
Let's get Snap Pro t h e n .
I ' m s t i l l n o t sure!
Present tense of have
(got)
I've/You've/We've/They've
He's/She's/It's
(got)...
I/You/We/They have not (got) ...
He/She/It has not
(got)...
He/She/It doesn't
Has he/she/it
Do l/you/we/they
Does he/she/it
5
have...
have...
6
(got)...
I/You/We/They do not have ...
He/She/It does not have ...
got...?
got...?
have...?
have...?
I K J U 3 I L i s t e n a n d repeat these sentences.
1
2
3
4
5
6
7
8
Writing
He/She/It has (got) ...
He/She/It hasn't
Have 1 you/we/they
Listening
I/You/We/They have (got) ...
I/You/We/They haven't (got) ...
I/You/We/They don't
We use have (got) to
talk about possession.
(got)...
We've got t h e best s o f t w a r e .
Does i t have t h e m o s t r e l i a b l e a n t i - v i r u s software?
She has t h e cheapest c o m p u t e r .
T h e y h a v e n ' t got t h e latest v e r s i o n .
Do y o u have t h e fastest processor?
Has it got W i n d o w s ?
T h e y have t h e latest software.
It has t h e biggest screen.
W o r k i n pairs. W r i t e five sentences c o m p a r i n g t h r e e
software p r o d u c t s y o u use o r know.
Computer systems
2
15
Working w i t h c o m p u t e r s
Listening
L i s t e n a n d c o m p l e t e t h i s dialogue.
1
Paul:
Hi, B r i n i t h a .
B r i n i t h a : H i , Paul.
H o w ' s i t (1)
?
Paul:
B r i n i t h a : Fine, fine.
W h a t (2)
Paul:
- y o u (3)
B r i n i t h a : O h , 1 (4)
Nero.
H o w are y o u g e t t i n g on?
Paul:
. at t h e m o m e n t ?
B r i n i t h a : Well, I (5)
a n e t w o r k . I (6)
M i c r o s o f t Server.
Paul:
Right. W h e r e is Jackie today? Do y o u k n o w ?
B r i n i t h a : Yes. She is o n a t r a i n i n g c o u r s e today. She (7)
about the
new database s y s t e m .
Paul:
W h a t a b o u t M a r y a n d Imran? W h e r e are they?
B r i n i t h a : T h e y (8)
i n today. T h e y have a d a y off.
Language
Present continuous
I'm installing the software.
He's/She's setting up a network.
We're/They're working at home today.
I'm not setting up the network.
We use the present continuous to talk
about things that take place at the time of
speaking and are not permanent.
He's/She's
not installing the software.
We/They aren't coming in today.
Are you installing it now?
What am I doing?
What are you/they doing?
What is he/she
2
doing?
C o m p l e t e t h e s e sentences w i t h is/isn't, am/am not,
are/aren't.
1
2
3
4
5
It
I
She
They
We
going well.
learning a new program.
w o r k i n g i n t h e office today. She has a day off.
i n s t a l l i n g t h e new software.
setting up the network.
6
7
8
9
We
Where
What
I
u s i n g W o r d . We have a different w o r d - p r o c e s s i n g p r o g r a m .
t h e y w o r k i n g today?
he i n s t a l l i n g o n t h e c o m p u t e r ?
c o m i n g i n today. I'm sick.
10
she w o r k i n g at h o m e today?
Vocabulary
3
M a t c h t h e sentence halves 1-8 t o a - h .
Hanka is c r e a t i n g
P h i l i p is i n s e r t i n g a n
Rob is t r o u b l e s h o o t i n g
We are r u n n i n g
B e t t y is c o n n e c t i n g
T h e y are b u r n i n g
Listening
4
f X H
a)
b)
c)
d)
e)
f)
t h e software.
a check-up.
a file.
a device.
CDs.
image.
L i s t e n a n d repeat these sentences.
W h a t are y o u d o i n g now?
Are t h e y s e t t i n g u p t h e n e t w o r k ?
She's w o r k i n g at h o m e today.
I'm n o t i n s t a l l i n g t h e software.
We're n o t u s i n g W o r d .
Speaking
5
L o o k at t h e p i c t u r e s A-F. Describe w h a t is h a p p e n i n g .
Example:
Writing
He is moving
...
6
W o r k i n pairs o r s m a l l g r o u p s . Talk a b o u t w h a t y o u are d o i n g at t h e m o m e n t i n
y o u r w o r k o r study.
7
W r i t e t h r e e sentences saying w h a t y o u a n d y o u r collegues are d o i n g at t h e
m o m e n t i n y o u r w o r k o r study.
Computer systems
2
17
Computer usage
Read w h a t Ben says a b o u t c o m p u t e r usage i n his office. A n s w e r t h e q u e s t i o n s .
Reading
1
2
3
4
5
W h a t m u s t Ben do?
W h a t c a n B e n do?
W h a t c a n ' t Ben do?
Can he o p e n a n y w e b s i t e ?
W h y is i t i m p o r t a n t t o f o l l o w c o m p u t e r dos a n d d o n ' t s ?
d o n ' t have t o b a c k ^ \
up files every d a y that's automatic.
I have t o log in using
m y user name and
password.
Speaking
2
Make a list of c o m p u t e r usage w h e r e y o u w o r k o r s t u d y . C o m p a r e y o u r list w i t h
the group.
Language
must, mustn't, can, can't, don't have to
You must come to work on time.
We use must and mustn't for obligations.
You mustn't be late.
We use can and can't for possibility and ability.
He can use Word but he can't use Excel.
We use have to for something that is necessary.
1 have to log in using my password.
We use don't have to for something that is not necessary.
We don't have to work at the weekend.
Writing
3
W r i t e a n e m a i l t o a colleague a b o u t y o u r s e l f using must, mustn't, can, can't,
to, don't have
18
2
Computer systems
to.
have
Business matters
A c o m p a n y asks y o u t o r e c o m m e n d a c o m p u t e r a n d w o r k s t a t i o n c o n f i g u r a t i o n
for t h e i r sales t e a m . In s m a l l g r o u p s , d e c i d e w h a t t o r e c o m m e n d . Use t h e office
floor p l a n b e l o w t o p r e p a r e t h e c o m p u t e r a n d w o r k s t a t i o n c o n f i g u r a t i o n . T h i n k
a b o u t these t h i n g s :
Speaking
1
2
3
4
T h e r e are six p e o p l e i n t h e sales t e a m .
Five p e o p l e are o u t of t h e office f o u r days of t h e week.
One p e r s o n is i n t h e office all t h e t i m e - t h e t e a m a d m i n assistant.
E m p l o y e e s need a n e t w o r k c o n n e c t i o n ( w i r e d a n d w i r e l e s s ) .
5
6
Employees p r i n t , scan a n d copy.
C o m p a n y a n d c l i e n t data m u s t be s t o r e d o n a separate d e v i c e a n d backed
u p regularly.
£3
2
Make y o u r r e c o m m e n d a t i o n s t o a n o t h e r g r o u p . Choose t h e best c o m p u t e r
configuration.
Example:
Writing
3
We recommend
this configuration.
You have
... . /It has
....
Write a short email to
t h e IT manager w i t h
your recommendations.
Computer systems
2
19
• d i s c u s s the p u r p o s e of w e b s i t e s
Websites
3
• talk a b o u t w e b s i t e features
• describe a process
• write a proposal
Website p u r p o s e
W h i c h websites d o y o u
Speaking
use i n y o u r w o r k a n d
s t u d y ? Make a list a n d
share i t w i t h a partner.
Do y o u use t h e same sites?
Reading
2
Read t h i s t e x t a b o u t different t y p e s of w e b s i t e . A n s w e r these q u e s t i o n s .
T Y P E S O F W E B S I T E - A GUIDE F O R W E B S I T E DESIGNS
The purpose of an organisational website is to inform about an idea or
event. Companies develop commercial websites to sell products or services.
Entertainment websites are designed to entertain or provide fun activities.
People visit news websites to obtain information. The purpose of a personal
website is to provide information about an individual. Social networking
websites help people to exchange personal information. Educational websites
aim to share knowledge and enable online learning.
1
2
3
4
Vocabulary
3
Why do
Why do
W h y do
Why do
people
people
people
people
visit
visit
visit
visit
o r g a n i s a t i o n a l websites?
c o m p a n y websites?
e n t e r t a i n m e n t websites?
news websites?
C o m p l e t e these sentences a b o u t t h e p u r p o s e of w e b s i t e s w i t h t h e w o r d s i n
the box.
offer
Example:
topics.
practise
present
promote
The purpose
of Nationalgeographic.com
read
sell
is to present
share
information
1
2
3
4
People v i s i t CNN.com t o
i n t e r n a t i o n a l news.
Some w e b s i t e s w a n t t o
a service.
C o m p a n i e s use A m a z o n . c o m t o
their products.
Thegreenshoppingguide.co.uk wants to
environmentally
friendly shopping.
5
6
Students visit Math.com t o
their maths.
English t e a c h e r s j o i n e l t f o r u m . c o m t o
t e a c h i n g resources.
on
Language
Question words (1)
We use which to ask about things. We can
use it with a noun.
Which websites do you visit/go to?
1 use Wikipedia a lot.
We use what to ask about things.
What do you use CNN for?
1 use it to get the news.
We use why to ask the reason for something.
Why do you use Wikipedia?
1 use Wikipedia to check information.
We use when to ask about time.
When do you use CNN?
In my lunchbreak.
Listening
1
2
3
4
Speaking
m L i s t e n a n d repeat these q u e s t i o n s .
K
5
W h i c h w e b s i t e s d o y o u use?
W h y d o y o u use W i k i p e d i a ?
W h a t d o y o u use CNN for?
W h e n does she use CNN?
W o r k i n p a i r s . Use t h e w e b s i t e s y o u l i s t e d i n 1 t o ask a n d answer q u e s t i o n s .
Example:
A: Which websites
B: I use ....
6
Interviewee name
do you
use?
Go a r o u n d t h e class a n d ask five s t u d e n t s t o n a m e t h e w e b s i t e s t h e y v i s i t
a n d use at h o m e . W r i t e d o w n a w e b s i t e for each of t h e f o u r headings 1-4 i n
the table.
Interviewee uses these websites to:
1 entertain
2 get news
3 research/study
4 shop
a)
b)
c)
d)
e)
7
Present t h e i n f o r m a t i o n y o u c o l l e c t e d t o t h e g r o u p . W h i c h are t h e m o s t p o p u l a r
w e b s i t e s for each heading?
Websites
3
21
Website analytics
Speaking
1
W h a t i n f o r m a t i o n can y o u get a b o u t w e b s i t e traffic u s i n g a w e b s i t e analysis
Questi
a p p l i c a t i o n ? W o r k i n p a i r s . Make a list.
M AT&T *
hw«.
9:51
PM
MySite.com
-
el A T & T T
|
We u
9:53PM
Oct 1. ZOOS-DtcV 2006
Overview R e p o r t s
(
>
Today
0
i
Visitors O v e r v i e w
>
Visitors O v e r v i e w
>
iphone app review
Event Tracking Overview
>
Visits
We U:
369
iphone application reviews
312
gotapps
190
newest iphone apps
178
iphone game reviews
y
132
22,273
Absolute Unique visitors
16.444;
Pageviews
58,465
Average Pageviews
G o a l s Overview
473
177
Content Overview
m
iphone app reviews
Visits • 22.273
Dashboard
Traffic O v e r v i e w
1
K e y w o r d (Visits)
>
2.62
labyrinth game
81
app reviews
80
Time on Site
00:01:47
fun 2 player games
73
Bounce Rate
67.83%
craiglist iphone app
73
Visitors R e p o r t s
^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^
Reading
2
W h i c h items of t h e a n a l y t i c s p r o g r a m m e a b o v e answer t h e s e questions?
Example:
Large
A: Where do you find information
B: In 'Visitors
Overview'.
1
2
3
4
Listening
3
L i s t e n t o Sarah a n d George. C o m p l e t e t h i s dialogue.
George:
Sarah:
George:
Sarah:
George:
Sarah:
George:
Sarah:
22
3
Websites
4
visitors?
W h e r e can y o u find o u t h o w m a n y p e o p l e v i s i t t h e website?
W h e r e can y o u see w h a t percentage of p e o p l e v i e w o n l y one page o n
t h e website?
W h e r e d o y o u find i n f o r m a t i o n a b o u t h o w l o n g t h e y s p e n d o n t h e website?
W h e r e do y o u see h o w m a n y people searched for 'gotapps' t o find the website?
Sarah:
George:
Sarah:
Vocabulary
about the website's
George, I (1)
s o m e i n f o r m a t i o n a b o u t o u r website.
OK, w h a t d o y o u need t o (2)
?
Well, I need s o m e i n f o r m a t i o n a b o u t w e b s i t e (3)
, y o u know,
external visits t o our website.
OK.
(4)
y o u d o a r e p o r t for me?
Sure. (5)
d o y o u need i t by?
Er, t o m o r r o w m o r n i n g , I'm (6)
It's for t h e finance director.
OK, w h a t d o y o u need t o k n o w (7)
?
Well, t h e (8)
of v i s i t o r s t o o u r w e b s i t e last m o n t h , t h e i r
m o v e m e n t s a n d actions o n t h e w e b s i t e , a n d w h e r e t h e y ' r e f r o m .
OK, I (9)
do that.
T h a n k s v e r y (10)
indeed.
M a t c h t h e w e b s i t e analysis t o o l s 1-5 t o t h e d e s c r i p t i o n s a-e.
1
traffic
a) i n f o r m a t i o n a b o u t w h e r e t h e v i s i t o r s t o y o u r site
are f r o m
2
meta tag
b ) i n v i s i b l e i n f o r m a t i o n (e.g. a h i d d e n k e y w o r d ) o n a
website
3
4
5
visitor map
user profile
page o p t i m i s a t i o n
c ) i n f o r m a t i o n a b o u t a user and t h e sites t h e y b r o w s e
d ) i n c r e a s i n g t h e n u m b e r of v i s i t o r s t o y o u r site
e) t h e m o v e m e n t a n d a c t i o n s of v i s i t o r s t o y o u r site
20,00
400,0
500,0
3,000
Language
Question words (2)
How many people visit our website every day?
About 20,000.
We use how much/how many to ask about quantity.
How many hits do we get each month?
About 40,000.
Where are the visitors from?
From Asia and the US.
We use where to ask about places.
Where do they go on our website?
To 'News'.
We can use how + adjective/adverb to ask about
degree.
Listening
5
BljEOi
1
2
3
How often do people visit our website?
At least once a day.
L i s t e n a n d repeat these q u e s t i o n s .
H o w m a n y p e o p l e v i s i t t h e site?
W h e r e d o t h e y go o n t h e w e b s i t e ?
H o w l o n g d o t h e y s p e n d o n t h e website?
Language
Large numbers
20,000
twenty thousand
400,000
four hundred
thousand
500,000
five hundred thousand/half a million
3,000,000
three million
6
H o w d o y o u say these n u m b e r s ?
30,000
700,000
10,000,000
100,000
80,000
Listen and check your answers.
Speaking
8
W o r k i n pairs. You b o t h w o r k i n w e b s i t e a n a l y t i c s . A s k a n d a n s w e r q u e s t i o n s
about website visits.
Student A: T u r n t o page 68
Student B: T u r n t o page 78
to°nrh
s
Website development
Speaking
1
D e s c r i b e s o m e t h i n g y o u d o e v e r y d a y at h o m e o r at w o r k . Use t h e w o r d s i n t h e
Language b o x below.
Example: Sending an email.
First, click on 'New email'. After
that...
Language
FINANCE
Describing steps in a p r o c e s s
First,
do....
To start, do
Alter that,....
We use first, next, then, after that (etc.)
to describe the order of actions.
Reading
1
....
Next,....
After that
nriMdM
luJOObn
Then
Secondly,....
Thirdly,... .
Finally,....
To
Labour poll vie
finish,....
Complete this text w i t h the w o r d s in the box.
2
• w i l l
Finally
First
Next
Secondly
Action on inflation r
Then
Thirdly
fmm cum i M «
***m
Big US banks to I
quarterly profits
The steps in website development
I
, discuss w i t h the customer their requirements and the
target audience. Find o u t w h a t features a n d n u m b e r of pages t h e y w a n t o n
t h e i r site. (2)
, analyse t h e i n f o r m a t i o n f r o m t h e c u s t o m e r .
(3)
, create a w e b s i t e s p e c i f i c a t i o n . (4)
design a n d
d e v e l o p t h e w e b s i t e . (5)
, assign a specialist t o w r i t e t h e w e b s i t e
c o n t e n t . (6)
give t h e p r o j e c t t o p r o g r a m m e r s for H T M L c o d i n g .
(7)
, test the website.
om
•-- M M
-
m
(i)
.ft)r m .c - »
After y o u p u b l i s h t h e w e b s i t e , u p d a t e a n d m a i n t a i n i t o n an o n g o i n g basis.
M o n i t o r c u s t o m e r use.
3
Speaking
24
L
3
Websites
4
Base* hardens bank
* warm •
W o r k i n pairs. Complete t h e flowchart t o s h o w t h e w e b s i t e d e v e l o p m e n t process.
1
Talk to customer
v
3
D e s c r i b e t h e w e b s i t e d e v e l o p m e n t process t o a n o t h e r pair i n y o u r o w n w o r d s .
Reading
5
L o o k at t h e w e b s i t e s b e l o w a n d a n s w e r these q u e s t i o n s .
1
W h a t are t h e websites?
2
3
4
5
Do y o u use these websites? W h y / W h y not?
W h a t is t h e p u r p o s e of each w e b s i t e : sell, i n f o r m , share, educate?
W h a t are t h e m a i n features of each website?
T h i n k of t w o m o r e w e b s i t e s t h a t have t h e same p u r p o s e . A r e t h e y different
t o t h e ones below? W h y ?
FINANCIAL T I M E S
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BMtWVMMOicftrrc*
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AdMft M M U a n
CerweK
Canwefceniracew
****
Ceewefll
M M TMI *MW * M » M
mmmtmmvmmttltamtmmmmmmtumt
MafieeeAeflt ffprtOflfl Finance
Life A Ana
Labour poll victory deals blow to coalition
UJ
1 Majority of 3,558 over Lib Dems in Oldham
fmm
• WMntfl>MlOWMMnBmU»Ow«
urn
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-0 17%
EuKiMaoo
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Action on inflation rattles
Goldman reveals fresh crisis
losses
BMpngNkM banks raaarva
najrenenu
Bank takes $6bn hit amid Warra*
Try the FT and
FT.com for 4 weeks
for iust £1 •
Big US banks to reveal better Manufacturers hit by soaring
quarterry profits
cost of materials
n» of dollar* r raaarvaa sat
a A e j a r w i loan default* are
Further »«gr of WlaSonsry preaaurai
on UK economy
Discover world business.
In one place.
«•«•**• r • •., s, i,i
Tram'
tats UK M M
s i
Basel hardens bank hybrid bond rules
Writing
6
You are t h e o w n e r of a c o m p a n y t h a t needs a n e w w e b s i t e . M a k e a list of t h i n g s
t h a t y o u need/would like for y o u r w e b s i t e . A n s w e r t h e f o l l o w i n g q u e s t i o n s .
•
•
•
Speaking
7
W h a t is t h e n a m e of y o u r c o m p a n y ?
W h a t is t h e business type?
W h a t is t h e p u r p o s e of y o u r website?
W o r k i n p a i r s . Student A is t h e w e b s i t e developer. Student B is t h e c u s t o m e r .
A s k a n d answer q u e s t i o n s a b o u t w e b s i t e r e q u i r e m e n t s . Swap roles.
Example:
A: What is the name of your
B: It's called/Its name is ... .
company?
Websites
The best websites
W h a t are y o u r f a v o u r i t e websites? W h y ? Use t h e w o r d s i n t h e b o x t o d e s c r i b e
them.
Vocabulary
beautiful
useful
Example:
well-designed
informative
easy-to-use/navigate
fun
funny
The most exciting website
exciting
is ... because
clear
reliable
interesting
..
facebook
He»d(no out? Stiy connected
L A T E S T 8AMSS
8
BH
LATSSTCUM
Hi
HI
Language
Describing things
There's/There is/There isn't
There's a lot of information on this website.
There are/aren't
There aren't many photos on this website.
Has
The website has good
Have
Most websites have a lot of features.
Writing
2
W r i t e a b o u t t h e t h i n g s y o u like a n d dislike a b o u t different w e b s i t e s .
Example:
Speaking
3
3
Websites
I really like the look of the Nickelodeon
website.
It has
W h a t are t h e t r e n d s i n w e b s i t e design? Discuss w i t h t h e g r o u p .
Example:
26
graphics.
Websites
use more video
now.
....
Business matters
Reading
You are a w e b s i t e designer. Read t h e i n f o r m a t i o n a b o u t L e a r n i n g N o w L t d .
A n s w e r these q u e s t i o n s .
•
•
W h a t is t h e business type?
W h a t is t h e p u r p o s e of t h e w e b s i t e : sell, i n f o r m , share, educate?
•
W h o are t h e w e b s i t e users? W h e r e are t h e w e b s i t e users?
•
W h a t are t h e features of t h e website?
L e a r n i n q
Learning
N o w
L t d
Now Ltd is in t h e e d u c a t i o n
business. It n e e d s a n e w w e b s i t e
to p r o m o t e its c o u r s e s , m a t e r i a l s
and learning r e s o u r c e s a n d p r o v i d e
online l a n g u a g e - l e a r n i n g s e r v i c e s .
The w e b s i t e users are y o u n g a d u l t s
all a r o u n d t h e w o r l d . T h e w e b s i t e
needs t o have t h e s e features: g o o d
interactivity, a u d i o a n d fast d o w n l o a d
times.
Writing
2
I n p a i r s , w r i t e a p r o p o s a l for L e a r n i n g N o w L t d ' s w e b s i t e . Use y o u r
answers
from 1 and the template below to help y o u .
Proposal No. 2011/32154
Customer:
Date:
Business activity:
Subject:
Purpose:
Users:
Features:
Proposal presented by:
Speaking
3
Present y o u r p r o p o s a l t o t h e g r o u p .
Websites
3
27
• talk about d a t a b a s e s
Databases
4
• talk about d a t a p r o c e s s i n g
• a s k for a n d give a d v i c e
• talk about c o m p a n y d e p a r t m e n t s
Database basics
Speaking
Listening
W h a t database p r o d u c t s d o y o u k n o w a n d use at w o r k a n d at home?
2 bEZH
L i s t e n t o t w o colleagues at a b o o k c o m p a n y . Chris needs some
i n f o r m a t i o n f r o m t h e p r o d u c t i o n database. C o m p l e t e t h i s dialogue.
Chris:
Tim:
Chris:
Tim:
Chris:
Tim:
Chris:
Tim:
Chris:
Tim:
Chris:
Tim:
Chris:
Tim:
Chris:
Tim:
T i m , (1)_
. you help me
a m o m e n t , please?
Sure. W h a t ' s t h e (2)_
I need s o m e ( 3 )
about a book budget from the
database.
OK.
But I d o n ' t k n o w h o w t o
(4)
it.
No p r o b l e m .
So w h a t d o I d o first?
Enter y o u r n a m e a n d
Tracking Resource Database
TRD: Product Data at your fingertips!
TRD is the business tool used in the development and
management of products throughout their life cycle.
Please note the revised
function on all
screens in TRD provides on screen guidance and links
to useful users documentation
Tracking Resource Database
(5)
a n d press enter.
E r m ... ?
You have g o t a password?
Erm, I can't (6)
it.
Use m i n e . T y p e i n t evans,
that's t - e - v - a - n - s , then
snavet. s - n - a - v - e - t .
OK.
N o w press Enter. N o w w h a t is
t h e n a m e of t h e book?
Basic
French.
OK. T y p e i n t h a t i n t h e t i t l e
(7)
i n t h e first
(8)
N o w press Find.
T h e r e i t is. OK, b u d g e t . Click
(9)
Publishing and
s c r o l l d o w n t o Plant costs a n d
click on that.
Chris:
Tim:
Good. There's t h e b u d g e t i n t h e
s e c o n d row. T h a n k s , T i m .
No p r o b l e m .
Pmfjti t Uttfl
Basic French
Budget
Milium tfia
. i.-H.m
rtg
40 OOO
10000
13000
5000
7000
5000
t M IO d.itf
8000
12000
0
1 000
6 000
27 000
+2 000
+ 1 000
+5 000
+6 000
-1 000
+13 000
Language
Asking people to do things
Could you help me, please?
Sure.
•
Please could you help?
No problem.
We use can/could/would you + infinitive without to
when we ask somebody to do something for us.
Can you explain what a database is, please?
I'm afraid 1 can't.
Please can you explain what a database is?
I'm sorry, 1 can't.
Would you explain that, please?
Could you come back a bit later? I'm busy right now.
O
m^T'filf
1
2
3
4
5
Speaking
4
L i s t e n a n d repeat these q u e s t i o n s .
C o u l d y o u h e l p me, please?
Please c o u l d y o u h e l p me?
W o u l d y o u h e l p m e w i t h t h i s software?
Please c o u l d y o u e x p l a i n h o w t o d o that?
Please w o u l d y o u give m e y o u r p a s s w o r d ?
W o r k i n pairs. S t u d e n t A: m a k e q u e s t i o n s f r o m t h e p r o m p t s . S t u d e n t B: answer
yes o r no a n d give a reason w h y n o t (if y o u r a n s w e r is n o ) .
Example: type/name
Could you type in your name,
1 open/window
2 t u r n up/air c o n d i t i o n i n g
3 t u r n down/mp3 player
4 give/you/pen
5
6
5
please?
answer/phone
give/password
W o r k i n pairs. Use t h e e x a m p l e of a database b e l o w t o e x p l a i n t o y o u r p a r t n e r
w h a t a database is. Use these w o r d s : store, access,
Example:
6
A database
get, fields, columns,
rows.
is used to ... . This is a ... .
First Name
Last Name
Department
Title
Phone ext.
John
Smith
Development
Engineer
123
Jane
Doe
Finance
Auditor
454
W h y d o p e o p l e a n d o r g a n i s a t i o n s use databases? Discuss w i t h t h e g r o u p .
Example:
They use databases
to find
out....
29
Data processing
M a t c h t h e headings i n t h e b o x t o t h e d a t a p r o c e s s i n g steps a-f.
Vocabulary
data coding
data collection
data tabulation
data entry
data sorting
data validation
Gather t h e r a w d a t a w h i c h y o u w a n t t o process. J \ 1 \
A r r a n g e a n d s y s t e m i s e t h e data.
•
Clean t h e d a t a a n d d o u b l e - c h e c k for faults a n d inconsistencies
11
Enter t h e d a t a i n t o a s y s t e m .
A r r a n g e t h e d a t a i n t o t a b l e f o r m a t so t h a t i t can be analysed. )
Create categories t o organise t h e d a t a i n t o relevant groups
2
Listening
Put t h e d a t a p r o c e s s i n g steps i n 1 i n t o t h e c o r r e c t order.
3
E
ff L i s t e n t o an IT e x p e r t d e s c r i b i n g t h e d a t a p r o c e s s i n g steps t o a
colleague. Check y o u r answers t o 1 a n d 2.
L i s t e n a n d m a r k t h e s y l l a b l e stress i n these n o u n s a n d v e r b s .
1
2
3
4
5
6
5
30
Databases
entry
collection
tabulation
validation
sorting
coding
L i s t e n again a n d repeat t h e w o r d s .
7
gather
8
9
10
11
12
create
arrange
enter
double-check
format
•
•
Vocabulary
6
C o m p l e t e these sentences w i t h t h e w o r d s i n t h e b o x .
about
Example:
1
2
3
4
5
6
7
8
at
between
This database
for
from
in
into
is used to store our financial
of
to
information.
W h a t ' s t h e difference
a database a n d a spreadsheet?
A database is
s t o r i n g data.
T h e s c h o o l has i n f o r m a t i o n
students.
Can p e o p l e access t h e s y s t e m
t h e same time?
A database is a c o l l e c t i o n
records.
You r e t r i e v e i n f o r m a t i o n
t h e database.
Ynn enter t h e rlata
the system
W h i c h software rln y n n use
ynur work?
Language
Quick questions to check understanding
That's called collection. OK?
We use these when we are making sure the other
person understands the statement.
That's coding? Got that?
That's tabulation. All right?
We call that sorting. Understood?
Speaking
7
W o r k i n pairs. E x p l a i n t h e d a t a p r o c e s s i n g steps f r o m 1 i n y o u r o w n w o r d s .
8
L o o k at t h e e x a m p l e s of database software below. W h a t database software d o
y o u know? W h a t is i t used for?
Data storage and backup
Li
M a t c h t h e d a t a storage a n d b a c k u p s o l u t i o n s i n t h e b o x t o p i c t u r e s A-F.
Vocabulary
W h a t o t h e r s o l u t i o n s are there?
external hard drive
hard disk
m p 3 player
server
the Internet
usb flash drive
0
•
Reading
Data
•
2
La
Read t h i s a r t i c l e a b o u t d a t a storage. C o m p l e t e t h e sentences w i t h t h e w o r d s i n
t h e box.
cloud
contents
offsite
protect
emerging
security
encrypt
theft
flash
loss
Asking fo
magnetic
volumes
We use si
advice.
storage
O n l i n e storage is an (1) emerging m e t h o d
of d a t a storage a n d back-up. A r e m o t e
server w i t h a network connection and
special software backs u p files, folders, o r
t h e e n t i r e (2)
of a h a r d d r i v e .
T h e r e are m a n y c o m p a n i e s t h a t p r o v i d e a
web-based b a c k u p .
One (3)
technology in this
area is (4)
computing. This
allows colleagues i n an o r g a n i s a t i o n t o
share resources, software a n d i n f o r m a t i o n
over the Internet.
C o n t i n u o u s b a c k u p a n d storage o n a
r e m o t e h a r d d r i v e e l i m i n a t e s t h e risk of
d a t a (5)
as a r e s u l t of fire, flood
o r (6)
R e m o t e d a t a storage a n d
back-up p r o v i d e r s (7)
the data
and set u p p a s s w o r d p r o t e c t i o n t o ensure
m a x i m u m (8)
Small businesses a n d i n d i v i d u a l s
c h o o s e t o save d a t a i n a m o r e t r a d i t i o n a l
way. E x t e r n a l d r i v e s , disks a n d (9)
. tapes are v e r y p o p u l a r d a t a storage s o l u t i o n s . USB o r
(10)
m e m o r i e s , DVDs a n d h a r d disks are c h e a p a n d w i d e l y accessible s o l u t i o n s . These
m e t h o d s are v e r y p r a c t i c a l w i t h s m a l l (11)
of d a t a storage a n d b a c k u p . However, t h e y are
n o t v e r y reliable a n d d o n o t (12)
t h e user i n case of a disaster.
Speaking
32
Databases
3
W h a t storage a n d b a c k u p s o l u t i o n s are t h e m o s t p o p u l a r ? W h i c h s o l u t i o n s do
y o u use m o s t often?
S
Listening
4 S2!E3ji
1
2
3
4
5
6
L i s t e n a n d repeat these phrases.
emerging technology
cloud computing
d a t a storage
hard drive
external drives
backup providers
**£M
L i s t e n t o t h i s d i a l o g u e . A colleague. T i m . is asking an IT e x p e r t . Sandy,
w h a t storage d e v i c e t o buy. M a r k t h e s e s t a t e m e n t s t r u e ( T ) o r false (F).
1
2
3
4
5
T i m needs t h e storage d e v i c e for w o r k .
T i m wants to backup music and photos.
Sandy r e c o m m e n d s a n e x t e r n a l h a r d d r i v e .
T i m c a n s p e n d $300 o n t h e s t o r a g e device.
Sandy r e c o m m e n d s a s t o r a g e d e v i c e w i t h a s p e c i a l feature.
T/F
T/F
T/F
T/F
T/F
Language
ng for and giving advice
I/You/He/She/It/We/They
should/shouldn't
(should
not)....
What should 1 do?
You should buy a flash drive.
You shouldn't get a server.
We use should/would + infinitive without to to give
advice.
I/You/He/She/It/We/They
would/wouldn't (would
not)....
What would you recommend?
I'd (would) recommend a flash drive.
1 wouldn't (would not) recommend a server.
Speaking
6
W o r k i n pairs. Practise asking for a d v i c e a b o u t b a c k u p s o l u t i o n s for a s m a l l
c o m p a n y . Use t h e i n f o r m a t i o n i n 2.
Example:
A: What would you recommend ... ?
B: I'd recommend .... /You should
....
33
Database system benefits
Speaking
1
W h a t k i n d of d a t a d o c o m p a n i e s create, m a n i p u l a t e , s t o r e a n d retrieve?
Vocabulary
2
M a t c h t h e c o m p a n y d e p a r t m e n t 1-8 w i t h t h e t y p e of d a t a i t w o r k s w i t h a - h .
1
Finance
a) d a t a a b o u t e m p l o y e e s , t r a i n i n g ,
r e c r u i t m e n t needs
2
Marketing
3
H u m a n resources
b) data about p r o d u c t specification,
details a n d design
c ) d a t a a b o u t profits, t a x , loans, shares
and cash
4
Customer relations
5
Production
6
Technical s u p p o r t
7
Sales
8
Stock m a n a g e m e n t
d ) d a t a a b o u t v o l u m e of p r o d u c t s s o l d
e) d a t a a b o u t c u s t o m e r s , s a t i s f a c t i o n
surveys, promotions
f) d a t a a b o u t p r o d u c t a d v e r t i s e m e n t s
and competitors
g) d a t a a b o u t q u a n t i t y of p r o d u c t
i n storage
h ) i n f o r m a t i o n a b o u t t h e H e l p Desk,
s u p p o r t calls, m a n u a l s , p r o b l e m
reports
L o o k at t h e f o u r t y p e s of d a t a b e l o w f r o m P a r t y P l a n n e r L t d . W h a t d o y o u t h i n k
PartyPlanner L t d does? W h a t c o m p a n y d e p a r t m e n t s c a n y o u identify?
Personal data:
- CVs, job descriptions
- employee personal data
- training
- holiday
Speaking
4
Customer data:
- customer contacts
- satisfaction surveys
- promotions
Product data:
- inventory
- purchasing needs
- return products
Technical data:
- contact to help desk
- helpdesk reports
- troubleshooting manuals
- service reports
W o r k i n s m a l l g r o u p s . Talk a b o u t t h e advantages a n d disadvantages of a
c o m p u t e r i s e d database. Present y o u r ideas t o t h e rest of t h e g r o u p .
Example:
There are many advantages/disadvantages
....
Business matters
Reading
1
Read p a r t of t h i s e m a i l f r o m t h e o w n e r of J u m b o B o o k Store. A n s w e r these
questions.
1
2
3
4
W h a t t y p e s of i n f o r m a t i o n does J u m b o B o o k Store c o m m u n i c a t e b e t w e e n
its employees?
H o w d o t h e e m p l o y e e s exchange i n f o r m a t i o n i n t h e c o m p a n y ?
W h a t d o c u m e n t s does A m i k i prepare?
H o w m u c h t i m e does i t take t o c o m p i l e t h e data?
5
W h y do the customers complain?
H
•
E l
Let me give you some background to our company's setup.
Jumbo Book Store is a company based in Thailand. It has three book stores and a
warehouse next to one of the book shops. The store manager, Amiki Sukhon, finds it
very difficult to track sales because he uses handwritten sales reports that employees
prepare every day. The driver takes the reports and delivers them to the main office.
Every day it takes 5 to 6 hours to compile data about the sales. Based on these sales
reports, Amiki writes purchase orders for new books, sales figures for the owner and
customer information for the marketing department.
In addition, he often gets calls from customers complaining about poor information
about available books and stationary products in the warehouse.
Could you spend some time looking at how we can improve our processes?
Regards
Speaking
2
W o r k i n s m a l l g r o u p s . Prepare r e c o m m e n d a t i o n s u s i n g t h e p r o b l e m / s o l u t i o n
outline.
Problem/Solution Outline
Problem
Solutions
End Results
3
Present y o u r r e c o m m e n d a t i o n s t o a n o t h e r g r o u p .
• talk about e - c o m m e r c e
E-commerce
companies and websites
• talk about q u a n t i t y
• talk about future a r r a n g e m e n t s
• present a plan
E-commerce companies
W h a t p r o d u c t s o r services d o y o u u s u a l l y b u y online? W h a t p r o d u c t s d o y o u
Speaking
n o t b u y online? Why?
Listening
2 H^XiJI
L i s t e n t o t h i s i n t e r v i e w w i t h David A s t o n . He w o r k s for a c o m p a n y
t h a t sells h o m e c l e a n i n g p r o d u c t s . M a r k t h e s t a t e m e n t s t r u e ( T ) o r false (F).
1
2
3
4
5
David's c o m p a n y sells m a i n l y o n l i n e .
70% of t h e i r business is o n l i n e .
People b u y t h e i r c l e a n i n g p r o d u c t s w h e n t h e y b u y t h e i r f o o d .
People b u y t h e i r c l e a n i n g p r o d u c t s i n s u p e r m a r k e t s .
O n l i n e sales are g r o w i n g .
T/F
T/F
T/F
T/F
T/F
Language
Talking about quantity
We use many and a few with countable plural
nouns.
We need a few users to test this.
They don't have many customers.
We use much and a little with uncountable nouns.
We have a little money for online shopping each week.
1 don't have much knowledge on that subject.
We use a lot of and some with countable and
uncountable nouns.
A lot of businesses need E-commerce
upgrades.
Some money has been kept aside for this.
3
Choose t h e c o r r e c t w o r d s t o c o m p l e t e these sentences.
1
2
3
4
5
O E ^commerce
A lot of/Much s h o p s have o n l i n e presence. T h e y sell many/much
products online.
Some/A little c o m p a n i e s offer c u s t o m e r s e r v i c e a n d a d v i c e o n t h e i r
E-commerce w e b s i t e s .
I d o n ' t have much/many k n o w l e d g e of c o m p u t e r s , b u t I can s t i l l s h o p o n l i n e .
Companies s p e n d a lot of/many m o n e y o n E-commerce s e c u r i t y .
Even w h e n c o m p a n i e s o n l y have a little/a few m o n e y for o n l i n e m a r k e t i n g ,
they should spend it.
Listening
4
y E E B
1
2
3
4
5
Speaking
5
n o t a l o t of t i m e
too much work
only a little money
a few c o m p u t e r s
a l o t of m e m o r y
W o r k i n p a i r s . Use t h e w o r d s i n t h e Language b o x o n page 36 t o t a l k a b o u t y o u r
own online shopping habits.
Example:
Vocabulary
Types of
Business
6
L i s t e n a n d repeat these phrases.
I buy a lot of music online
but I get few clothes
online.
M a t c h t h e t y p e s of business i n t h e b o x t o t h e c o r r e c t c o l u m n 1-4.
B2C business-to-consumer
C 2 C consumer-to-consumer
B2B business-to-business
M-commerce
1
4
Explanation
Companies exchange
information and make
wholesale transactions.
Companies sell
products or services to
customers over
the Internet.
People sell or exchange
second-hand, used
items and collectibles.
Customers purchase
products and services
via mobile devices.
Examples
coffee supplier
to Nestle
Amazon
eBay
news, sport results
Writing
7
Give examples of t h e four t y p e s of business i n 6.
8
W h a t are t h e advantages a n d disadvantages of s h o p p i n g online? Use t h i s t a b l e
t o make notes a n d t h e n make sentences.
Example:
There's more choice
online
advantages
but you can see things better in a shop.
disadvantages
security
speed
choice
convenience
price
Speaking
9
Present y o u r ideas t o t h e g r o u p .
37
E-commerce features
1
Speaking
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W o r k i n s m a l l g r o u p s . W h a t are t h e features of t h i s website?
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Vocabulary
2
W h a t are t h e steps i n b u y i n g p r o d u c t s online? N u m b e r these sentences i n t h e
c o r r e c t order.
a)
b)
c)
d)
The customer
The customer
The customer
The customer
e)
f)
g)
h)
T h e c u s t o m e r goes t o t h e w e b s i t e .
T h e c u s t o m e r searches and/or b r o w s e s t h e w e b s i t e .
T h e c u s t o m e r chooses t h e i t e m ( s ) t o buy.
T h e c u s t o m e r s checks t h e order.
K
Listening
1
2
3
4
5
6
Speaking
4
opens a n a c c o u n t .
goes t o t h e check-out.
p u t s t h e i t e m ( s ) i n a basket o r s h o p p i n g c a r t .
pays for t h e p r o d u c t ( s ) w i t h a c r e d i t o r d e b i t c a r d .
•
•
•
•
•
•
•
Listen a n d repeat these phrases.
open an account
go t o t h e c h e c k o u t
p u t a n i t e m i n t h e basket
browse the website
choose an item
check the order
W o r k i n p a i r s . Use firstly, secondly,
then, after that, finally t o d e s c r i b e t h e steps i n
b u y i n g a p r o d u c t o r s e r v i c e . Talk a b o u t s o m e t h i n g y o u have b o u g h t , like a DVD
or an airline ticket.
Language
Linking ideas
We use and to link sentences that describe similar
actions or situations.
/ have a PC and a laptop at home.
We use but to link sentences that describe different
ideas/actions or situations.
1 use Amazon but 1 don't use iTunes.
We use so to say that something has happened as a
result of something.
She's got a Kindle, so she doesn't buy many books
We use or to link sentences that describe two
possible actions or situations.
Would you like tea or
Reading
5
now.
coffee?
J
C o m p l e t e t h i s t e x t w i t h t h e w o r d s i n t h e box.
and
but
or
Companies want to reach more customers, (1)
to set up an online business (2)
they go online. I t is easy
i t is difficult to design and develop a
website that attracts a lot of customers. Hardware (3)
software provide
basic infrastructure for E-commerce.
Networking, customer interface and payment solutions are very important parts
of a company's E-commerce solution. Customers expect a fast and reliable service
(4)
Vocabulary
6
they w i l l go somewhere else to buy things.
M a t c h t h e first half of t h e sentences 1-6 t o t o t h e s e c o n d half a-f.
1
2
Effective p r o d u c t i n f o r m a t i o n a n d
C u s t o m e r s can use t h e i r c r e d i t
cards, PayPal o r
3
4
5
We used a l o t of p r o m o t i o n s , so
I d o n ' t k n o w h o w t o b u y online b u t
T h e y w a n t t o b u y a Cat 5e cable so
6
I n E-commerce y o u can l o o k at a
a) I ' l l c h e c k o n l i n e t u t o r i a l s .
b ) e l e c t r o n i c c h e q u e s t o pay for
transactions.
c) y o u c a n ' t t o u c h i t .
d ) o u r sales i m p r o v e d a lot.
e) t h e y search t h e I n t e r n e t .
f) p r o m o t i o n s a t t r a c t c u s t o m e r s .
p i c t u r e of a p r o d u c t b u t
Speaking
7
W o r k i n s m a l l g r o u p s . Talk a b o u t
an E-commerce w e b s i t e y o u k n o w
a n d like. Say w h a t is g o o d a b o u t i t .
Use and, so, but a n d or.
Example: I like the B&Q
It has ... and ....
website.
39
Transaction security
Speaking
1
Reading
W h a t are t h e p o t e n t i a l s e c u r i t y t h r e a t s t o o n l i n e s h o p p i n g ? Share y o u r ideas
w i t h the group.
Read t h i s e m a i l . A n s w e r these q u e s t i o n s .
TO: All Employees
From: IT Director
Subject: Online transactions security
We are developing new website security features. We will have a virtual private
network with a firewall which will help stop cyber attacks on the network perimeter.
The web application protection firewall (WAF) will protect our website from hacker
attacks on customer contacts and login boxes. Secure Socket Layer (SSL) will create
a secure connection for the users. We will have two-factor authentication (2FA).
Website administrators will go through two layers of security before they access the
hosting environment. This will prevent password leaks. All data will have encrypted
backup to protect sensitive information.
I am sure the company will benefit from the new security measures.
Thank you
Hamda Banna
1
2
3
4
5
6
H o w m a n y s e c u r i t y features w i l l t h e c o m p a n y have?
W h i c h s e c u r i t y feature w i l l s t o p attacks o n t h e c o m p a n y n e t w o r k ?
W h a t s o l u t i o n w i l l p r o t e c t c u s t o m e r c o n t a c t s a n d l o g i n boxes?
W h a t w i l l p r o t e c t p r i v a t e user i n f o r m a t i o n sent o v e r t h e n e t w o r k ?
W h a t w i l l t h e t w o - f a c t o r a u t h e n t i c a t i o n prevent?
What will protect information?
Language
Future (will + infinitive)
The new security system will protect our customer's
better.
Hackers won't/will not get into the network.
We use will + infinitive without to to talk
about plans for the future. (Something we
think, believe or know will happen.)
When will we change to the new security
We'll/we will do it next month.
system?
Will the new system have a firewall?
Yes, it will./No, it won't.
Listening
£3
1
2
3
4
5
40
5
E-commerce
M Listen a n d repeat these sentences.
T h e c o m p a n y w o n ' t p r o v i d e I n t e r n e t access t o all employees.
I ' l l d o t h e s e c u r i t y checks a n d t h e n u p g r a d e t h i s week.
W h e n w i l l y o u finish t h e w o r k ?
Yes, I w i l l . !
No, she w o n ' t .
Speaking
4
W o r k i n s m a l l g r o u p s . Talk a b o u t y o u r organisation's plans o r y o u r o w n plans
for t h e future. A s k a n d answer each o t h e r q u e s t i o n s .
Example:
A:
We '11 open a new office in
B: When will you open it?
A: Next year.
Vocabulary
5
Singapore.
Label t h e n e t w o r k d i a g r a m w i t h t h e c o r r e c t i t e m 1-8.
1
2
3
4
5
6
7
8
the Internet
t h e l o c a l area n e t w o r k
t h e h a r d w a r e firewall ( w i t h a r o u t e r )
c o m p u t e r s w i t h firewall software
o u t b o u n d traffic
i n b o u n d traffic
r e s t r i c t e d traffic
a l l o w e d traffic
Secure private network
Public network
Speaking
6
You are s e t t i n g u p a n e w c o m p u t e r w o r k s t a t i o n w i t h a n e t w o r k c o n n e c t i o n .
Your c l i e n t w a n t s t o use t h e set-up for o n l i n e purchases, b a n k d e a l i n g a n d
financial t r a n s a c t i o n s securely. Talk a b o u t w h a t s e c u r i t y s o l u t i o n y o u w i l l
install. Present y o u r s o l u t i o n t o t h e g r o u p .
E-commerce
5
41
Online transactions
Shayan is t e l l i n g M o n i k a h o w c u s t o m e r s w i l l p a y for s o m e t h i n g o n l i n e o n a n e w
website. Complete this dialogue w i t h t h e w o r d s i n t h e box.
Reading
accounts
gateway
Speaking
3
payment
rejection
confirmation
customer
First
web
Shayan, c a n y o u e x p l a i n h o w a c u s t o m e r (1)
transaction?
Shayan:
OK, it's v e r y easy. (2)
t h e c u s t o m e r w i l l place a n order.
T h e seller's (3)
s e r v e r w i l l c o n f i r m a v a i l a b i l i t y of t h e
p r o d u c t a n d send a response. After t h a t , t h e c u s t o m e r checks o u t a n d
c o m p l e t e s t h e (4)
i n s t r u c t i o n s . T h e n t h e s e r v e r w i l l send a
p a y m e n t request t o a p a y m e n t (5)
T h e p a y m e n t gateway
w i l l c h e c k t h e buyer's a b i l i t y t o pay w i t h t h e (6)
OK?
Fine. Go o n .
. an online
Monika:
T h e b a n k w i l l r e s p o n d a n d send p a y m e n t acceptance o r (7)
t o t h e seller's w e b s e r v e r t h r o u g h t h e p a y m e n t gateway. Finally, t h e
c u s t o m e r w i l l receive t h e s e r v e r response w i t h t h e o r d e r
(8)
o r rejection.
W i l l t h e (9)
have t o register?
Yes, a l l b u y e r s m u s t have t h e i r (10)
before t h e y c o m p l e t e
the transaction.
Thank you. Now I understand.
\W^¥fM
L i s t e n a n d c h e c k y o u r answers.
Monika:
Shayan:
2
completes
Monika:
Monika:
Shayan:
Listening
bank
C o m p l e t e t h e f l o w c h a r t of t h e o n l i n e p u r c h a s i n g process. T h e n e x p l a i n i t t o
your partner.
c
c
11
Usefu
C
c
Introc
11
Spea
Closi
42
Business matters
Writing
You w o r k for SellOnline.com. T h e c o m p a n y d e v e l o p s E-commerce s o l u t i o n s for
small businesses. Your c l i e n t , D o c u m e n t L t d , sells s t a t i o n e r y . T h e y sell l o t s of
different t y p e s of p r o d u c t . D o c u m e n t L t d w a n t s t o d e v e l o p its o n l i n e presence
t o r e a c h c u s t o m e r s m o r e effectively. C o m p l e t e t h e p r o p o s a l t e m p l a t e . Use these
questions to help y o u .
1
1
2
3
W h a t t y p e of E-commerce w i l l D o c u m e n t L t d offer?
W h a t E-commerce t e c h n o l o g i e s w i l l D o c u m e n t L t d use t o a t t r a c t c u s t o m e r s ?
W h a t s e c u r i t y s o l u t i o n s w i l l t h e c o m p a n y set u p i n o r d e r t o p r o t e c t b o t h t h e
customer and the company?
4
5
W h a t t o o l s a n d features w i l l t h e c o m p a n y w e b s i t e have?
How will the customer complete transactions?
Proposal No. 2011/123/45
Date:
Customer:
Business activity:
Subject:
E-commerce type:
E-commerce technologies:
Security solutions:
Website features and tools:
Transaction process:
Proposal presented by:
Language
Useful phrases for presentations
Good morning/afternoon everybody. Thank you for coming.
Introduction
Today we are going to
present....
First, 1 am going to talk
about....
Then, we will show you
....
Finally, we will answer your questions
Speakers
Now, I'll hand over to my
....
colleague.
Let me start with ....
To finish ....
Closing
Thank you very much for listening. Are there any
Speaking
2
questions?
Prepare a n d d e l i v e r a p r e s e n t a t i o n for t h e m a r k e t i n g d i r e c t o r of D o c u m e n t L t d .
Use y o u r p r o p o s a l f r o m 1 t o h e l p y o u .
Network
systems
6
• describe networks
• talk about the past
• talk a b o u t n e t w o r k range a n d s p e e d s
Types of n e t w o r k
W h a t c o m p u t e r n e t w o r k s d o y o u use i n y o u r w o r k o r studies? W h a t d o y o u use
t h e n e t w o r k s for? H o w d o y o u access t h e n e t w o r k s ?
Speaking
Listening
.
L73 H A g a t h a is t h e o w n e r of a s m a l l flower s h o p . K a t h a r i n a is a n e t w o r k
a r c h i t e c t . A g a t h a needs s o m e a d v i c e f r o m K a t h a r i n a a b o u t a n e t w o r k s o l u t i o n
for h e r c o m p a n y . L i s t e n a n d
i
^
answer these q u e s t i o n s .
1
2
3
4
Reading
3
W h a t does A g a t h a t h i n k
she s h o u l d do?
W h a t does K a t h a r i n a
recommend?
W h a t does K a t h a r i n a say
she w i l l do?
W h e n does A g a t h a w a n t
t h e n e t w o r k t o be ready?
Read Katharina's email t o Agatha. C o m p l e t e t h i s email w i t h t h e w o r d s i n t h e box.
equipment
remote
Internet
should
VPN
LAN
recommend
WAN
Dear Agatha
Following our meeting last week, please find my recommendations for your business.
I think you (1)
set up a LAN, or Local Area Network, and a WAN, or Wide
Area Network, for your needs. A (2)
connects devices over a small area,
for example your apartment and the shop. In addition, you should connect office
(3)
, such as the printer, scanner and fax machine, to your LAN because
you can then share these devices between users.
I'd recommend that we connect the LAN to a (4)
. so you can link to the
Internet and sell your products. In addition, I'd (5)
_ we set up a Virtual
Private Network so that you have a (6)
access to your company's LAN,
when you travel.
(7)
is a private network that uses a public network, usually the
(8)
, to connect remote sites or users together.
Let's meet on Friday to discuss these recommendations.
Best regards
Katharina
44
6
Network systems
Giving r<
• m a k e r e c o m m e n d a t i o n s a n d suggestions
We use I
the reasc
can start
Language
Giving reasons
We use because to say something was
the reason for an action or situation. (We
can start a sentence with because.)
Speaking
You should connect office equipment to the LAN because you can
then share devices between users.
I'd recommend a Dell computer because it is cheaper.
Why do you use encryption?
Because it's safer.
4
L o o k at t h e t h r e e n e t w o r k s o l u t i o n s . W h a t are t h e differences?
5
W h i c h n e t w o r k s o l u t i o n w o u l d y o u r e c o m m e n d for a large c o r p o r a t i o n o r
o r g a n i s a t i o n , a small business a n d a family home? W h y ?
I'd recommend
solution
1 for ... because
....
Mobile
Worker
Area 1
Area 2
Area 5
CCTV
Internet Router/ Modem
Network 10/1
mps switch
Area 3
0
Area 4
Remote
wireless
il
CCTV
m
Writing
I
6
CCTV
W r i t e a d e s c r i p t i o n of t h e n e t w o r k s o l u t i o n y o u use at w o r k o r at h o m e .
W h i c h of t h e t h e t h r e e s o l u t i o n s i n 4 is i t m o s t like? W h y ?
Network systems
6
45
N e t w o r k i n g hardware
Speaking
Vocabulary
Listening
1
W h i c h of t h e i t e m s b e l o w d o y o u k n o w ? W h a t are they? W h a t d o t h e y do?
2
W o r k i n p a i r s . Make a list of all t h e n e t w o r k i n g h a r d w a r e y o u can t h i n k of.
C o m p a r e y o u r list w i t h a n o t h e r pair.
3
M a t c h t h e w o r d s 1-8 t o t h e d e s c r i p t i o n s a-g.
1
2
a modem
a repeater
3
a bridge
4
a router
5
a gateway
6
7
a switch
a hub
8
a wireless access p o i n t
4 flPTRTI
1
2
3
4
5
6
7
8
9
10
11
46
6
Network •yttenu
\
a) is an entrance t o another n e t w o r k
b) channels i n c o m i n g data b u t maintains the
b a n d w i d t h speed
c) allows wireless devices t o connect t o t h e n e t w o r k
d ) modulates a n d demodulates the data i n t o a
digital or an analog signal
e) channels i n c o m i n g data b u t shares the b a n d w i d t h
a m o n g t h e devices present o n a n e t w o r k
f) sends t h e digital signal further o n i n the n e t w o r k
g) connects n e t w o r k s and sends packages of data
between t h e m
h ) connects n e t w o r k s t h a t use the same p r o t o c o l
L i s t e n a n d repeat these w o r d s .
modem
repeater
bridge
router
gateway
switch
hub
wireless
access p o i n t
network connectors
n e t w o r k interface c a r d
Reading
5
C o m p l e t e t h i s dialogue w i t h t h e w o r d s i n t h e box.
about
change
devices
speed
should
user
What
What can
I have a p r o b l e m w i t h t h e n e t w o r k d o w n l o a d (1)
y o u suggest?
Ahsan:
Boris:
Ahsan:
Boris:
W h y d o n ' t y o u (2)
the hub?
I d o n ' t t h i n k t h a t w i l l w o r k . T h e h u b is fine.
OK. H o w (3)
a d d i n g a repeater then?
w i t h t h e signal
H m m , I'm n o t sure i t w i l l h e l p . It's n o t a (4)
strength.
to
OK, t h e n y o u s h o u l d c h e c k t h e cables a n d n e t w o r k ( 5 ) .
make sure t h a t t h e y are c o m p a t i b l e w i t h y o u r n e t w o r k .
(6)
about changing the modem?
Boris:
Ahsan:
. I t h i n k it's a p r o b l e m w i t h t h e b r i d g e ,
I d o n ' t t h i n k it's (7)
l o o k at t h e specifications.
s w i t c h o r t h e router. You (8)
OK, I w i l l . T h a n k s for y o u r h e l p .
recommendations on the Internet
W h y d o n ' t y o u c h e c k (9)
as well?
Boris:
Ahsan:
Boris:
b
problem
Boris:
Ahsan:
Listening
necessary
G o o d idea. I ' l l d o t h a t .
L i s t e n a n d c h e c k y o u r answers.
wLu
Language
Making suggestions
We can make suggestions with:
Why don't we/you + infinitive without to.
Why don't you call the IT help
That's a good idea.
What about + -ing
What about buying a new router?
1 don't think that will wonX.
How about + -ing
How about reading the instructions
I'll do that.
K
8
1
2
3
4
5
9
L i s t e n a n d repeat t h e s e suggestions.
C o m p l e t e t h e s e sentences w i t h t h e w o r d s i n t h e box.
between
Speaking
first?
W h y d o n ' t y o u change t h e m o d e m ?
H o w a b o u t c o n n e c t i n g a repeater?
What about looking o n the website?
1
2
3
Vocabulary
m
desk?
on
over
to
with
this computer?
Is t h i s software c o m p a t i b l e .
a s m a l l area.
A L A N c o n n e c t s devices
the modem?
Is t h e c o m p u t e r c o n n e c t e d .
T h e L A N a l l o w s y o u t o share i n f o r m a t i o n
users.
Why don't you look
t h e Internet?
W h a t p r o b l e m s d o y o u have w i t h n e t w o r k s ? W o r k i n p a i r s . Make a list.
T h i n k a b o u t speed, c o m p a t i b i l i t y , h a r d w a r e a n d software.
10
Show y o u r list t o a n o t h e r pair. A s k for h e l p a n d suggest s o l u t i o n s .
Example:
A:
This software
doesn't
B:
Why don'tyou
... ?
work with this
....
Network systems
Talking about the past
Reading
1
H o w m u c h d o y o u k n o w a b o u t t h e h i s t o r y of n e t w o r k i n g ? Can y o u m a t c h these
events 1-4 t o t h e dates a - d ?
1
2
3
4
a)
b)
c)
d)
Speaking
2
T h e c r e a t i o n of t h e W o r l d W i d e Web
T h e s t a r t of Facebook
T h e l a u n c h of T w i t t e r
T h e b e g i n n i n g of MySpace
2006
1990
2003
2004
W h a t social n e t w o r k s d o y o u use? H o w m u c h t i m e d o y o u s p e n d o n them?
Example:
Reading
3
I use ... . I spend
about....
Read t h i s t e x t a b o u t Karl's IT career u p u n t i l n o w a n d answer these q u e s t i o n s .
'I left school in Cambridge in the U K at the age
of 18 and went straight t o the University of
Bristol t o study computing in 2000.1 graduated
in 2004 and decided t o travel around the w o r l d
f o r a year.
In 2006 I got a job back in Cambridge w i t h the
software company A r m . I stayed w i t h A r m for
t w o years and then went t o w o r k for Microsoft
in Seattle in the U S A T h i s is where I am now
and I love it!'
1
2
3
4
5
W h e n d i d K a r l go t o u n i v e r s i t y ?
W h e n d i d h e leave u n i v e r s i t y ?
W h a t d i d h e d o after u n i v e r s i t y ?
W h e r e d i d K a r l go i n 2006?
W h e n d i d h e go t o Seattle?
Language
Past simple (1)
We use the past simple tense to talk
about finished actions in the past.
When did l/she/he/we/they create the network?
She created the network in December 2008.
1 started the network last year.
Time expressions
1 looked at that yesterday.
1 had broadband connected three days/a month/two years ago.
1 used that system last weeklyearlmonth.
1 started that user group on Monday/in June/in 2001.
Listening
K
4
1
2
3
4
5
Speaking
5
L i s t e n a n d repeat t h e s e sentences.
M
When did they start work?
T h e y i n s t a l l e d t h e c o m p u t e r s yesterday.
We d i d n ' t w o r k last week.
She w e n t t o t h e office o n Sunday.
D i d y o u finish t h e r e p o r t ?
Practise asking a n d a n s w e r i n g q u e s t i o n s a b o u t w h a t y o u d i d y e s t e r d a y o r last
week in y o u r w o r k or studies.
Example:
A: What did you do last
B: I worked on the new
6
week?
network.
Talk a b o u t w h a t y o u d i d o n y o u r last day off.
Example:
A: What did you do on your day off?
B: I went to the gym.
Language
Past simple (2)
Regular past tense endings
Irregular past tense endings
Writing
7
look
looked
use
used
install
installed
connect
connected
work
worked
setup
set up
go
went
see
saw
do
did
buy
bought
be
was
W r i t e t h r e e o r four sentences a b o u t y o u r o w n c o m p u t i n g e d u c a t i o n and/or
w o r k u p u n t i l now. Use t h e t e x t i n 3 t o h e l p y o u .
Speaking
8
W o r k i n p a i r s . Ask a n d answer q u e s t i o n s a b o u t y o u r e d u c a t i o n and/or w o r k .
Network systems
6
49
N e t w o r k range and speed
L i s t e n a n d c o m p l e t e t h i s d i a l o g u e b e t w e e n K a r o l i n e a n d Sam.
Listening
Karoline: H o w d o y o u d e s c r i b e n e t w o r k speed?
Sam:
In b i t s , k i l o b i t s , m e g a b i t s a n d gigabits. T h e y d e s c r i b e n e t w o r k
speed. For e x a m p l e , dial-up c o n n e c t i o n s a l l o w (1)
kilobits
per s e c o n d a n d DSL f r o m (2)
kilobits per second t o
(3)
megabits per second.
K a r o l i n e : OK. I've g o t t h a t . W h a t a b o u t t h e range?
Sam:
Range is t h e d i s t a n c e of n e t w o r k coverage, so d i s t a n c e u n i t s
r e p r e s e n t n e t w o r k range. M o s t c o u n t r i e s use m e t r i c b u t s o m e use
feet as u n i t s of m e a s u r e m e n t . M e t r e s o r feet u s u a l l y d e s c r i b e t h e
range of a n e t w o r k . H o m e n e t w o r k i n g r o u t e r s s u p p o r t a range u p t o
(4)
feet o r ( 7 ) .
feet o r (5)
m e t r e s i n d o o r s a n d (6)
metres outdoors.
Karoline: T h a n k s .
2
^ L f X E l L i s t e n a n d repeat t h e s e s p e e d s a n d ranges.
1
2
3
4
5
Speaking
3
Say t h e s e speeds a n d ranges.
1
2
3
Reading
77 k i l o b i t s p e r s e c o n d
5 megabits a second
2 gigabits p e r m i n u t e
250 m e t r e s
40 feet
156 feet
12kbit/s
4Gbit/m
4
5
6
7,000 metres
95 Mbit/s
65 Mbit/s
4
W r i t e d o w n f o u r speeds a n d ranges a n d d i c t a t e t h e m t o y o u r partner.
5
Read these t e x t s a n d a n s w e r these q u e s t i o n s .
Range
Wireless networks have limited range. Network range depends on the type of
802.11 protocol, strength of the device transmitter and the architecture of the
surrounding area. Some structures, such as walls and metal frames, reduce the
range of a WLAN by 2 5 % . However, users can extend the range of a WLAN.
Repeaters forward the wireless signal to access points or routers and increase
the range of a network.
Speed
Bandwidth and latency are the measures of computer network speed, or data
transfer rate. Bandwidth is the maximum throughput of data in bits per second.
Some modems support 100 Gbit/s but speed depends on the hardware and
software used. Latency is the delay that network creates during the transfer
data. Users have no, or very little, control over bandwidth and latency.
1
2
3
4
H o w m a n y t h i n g s does n e t w o r k range d e p e n d on?
W h a t c a n r e d u c e n e t w o r k range?
W h a t c a n i m p r o v e n e t w o r k range?
W h a t t w o t h i n g s affect speed?
Business matters
K a r a m a n d Natasha w o r k for t h e C o m H e l p c o m p a n y . T h e c o m p a n y p r o v i d e s IT
services t o c u s t o m e r s . K a r a m a n d Natasha w o r k i n different areas of t h e city.
Every w e e k t h e y w r i t e a r e p o r t for t h e i r boss. Read t h e i r notes.
Reading
Monday
Natasha
Karam
Tuesday
Wednesday
Thursday
day off
colled CISCO about
went +o British
attended-Ru>
a training
Council +o ins+oll
"training on network
do paperwork
new software
cabling
went+oTESCu+o
set up LAW in o
doy off
•fix Ca+fe cobles
paper factory
Friday
Wad o vneeting wi+U.
tVe -tea«n
installed an audio/
video server in
(Alelcare nosprtol
You
Writing
2
C o m p l e t e t h e table i n 1 w i t h notes a b o u t w h a t y o u d i d last w e e k at w o r k o r
college.
3
W r i t e a r e p o r t a b o u t w h a t y o u d i d last week.
Example:
Speaking
4
Last week I...
. On Monday
I...
and
....
Roleplay t h e f o l l o w i n g s i t u a t i o n . Explain t o y o u r boss w h y y o u w e r e n o t i n
t h e office.
Student A: T u r n t o page 68
Student B: T u r n t o page 78
Network systems
6
51
•
IT s u p p o r t
7
talk a b o u t r e s u l t s of a n a c t i o n
•
write service
•
e x p l a i n the u s e of t h i n g s
reports
•
deal with problems
Pre
Fault diagnosis
W o r k i n p a i r s . Make a list of c o m p u t e r h a r d w a r e p r o b l e m s . C o m p a r e y o u r list
w i t h a n o t h e r pair.
Speaking
We
(an
the
pa
Irr
Reading
2
Read t h i s d i a l o g u e a n d c o m p l e t e i t w i t h t h e w o r d s i n t h e box.
checked
disconnected
unplugged
Haider:
Maryam:
Haider:
Maryam:
Haider:
Maryam:
Haider:
Maryam:
Haider:
Maryam:
Haider:
Maryam:
Haider:
Maryam
Haider:
Maryam
Listening
52
7
IT support
3
worked
found
go
switched
type
tight
working
Hello, IT Help Desk.
Hi, t h i s is M a r y a m f r o m H u m a n Resources.
Hi, t h i s is Haider. H o w can I h e l p y o u , M a r y a m ?
I (1)
m y c o m p u t e r off y e s t e r d a y a n d t o d a y I c a n ' t t u r n i t o n .
W h a t (2)
of c o m p u t e r d o y o u have?
I'm n o t sure. It's a d e s k t o p c o m p u t e r . It (3)
fine yesterday.
D o n ' t w o r r y . Have y o u (4)
t h e cable connections?
No, I h a v e n ' t . I can see s o m e cables b u t I d o n ' t k n o w w h i c h cable
goes w h e r e .
M a k e sure all cables are (5)
a n d fully plugged i n .
Ok, give me a sec. O h , I t h i n k I've (6)
t h e p r o b l e m . I have
one cable t h a t is (7)
It's t h e p o w e r cable. W h e r e does it go?
T h e p o w e r cable s h o u l d (8) .
in the three-pronged p o r t on
the computer.
OK, d o n e . Let me t r y now. It's (9)
fine. S o r r y a b o u t t h a t .
S t u p i d of me.
M a y b e t h e cleaners (10)
y o u r PC b y m i s t a k e last n i g h t .
M a y b e . G o o d , w e ' v e s o l v e d t h e p r o b l e m . T h a n k y o u , Haider.
You're w e l c o m e . Have a g o o d day.
You t o o .
L i s t e n a n d c h e c k y o u r answers.
4 BE2Eb
1
2
Listen a n d repeat these w o r d s .
checked
switched
3
4
unplugged
worked
5
disconnected
Language
Present perfect
I've unplugged the computer.
We use the present perfect tense to talk about recent actions
(an action that has happened in the past and has a result in
the present).
She hasn't finished the report.
Has she switched off the computer?
Yes, she has./No, she hasn't.
Have you checked the cable
Yes, 1 have. /No, 1 haven't.
We use have/has + the past participle of the verb. (To form the past
participle of regular verbs, we add -ed.)
clean
cleaned
work
worked
do
done
be
been
run
run
see
seen
have
had
make
made
Irregular past participles
5
connections?
C o m p l e t e these q u e s t i o n s w i t h have o r has a n d t h e c o r r e c t f o r m of t h e v e r b
in b r a c k e t s .
. (run) the computer in the
you
b a t t e r y mode?
( h a v e ) t h e iPad?
. you.
How long
_ (charge) the battery?
you.
. ( o p e n ) t h e file?
he_
_ ( e n t e r ) h e r u s e r n a m e a n d password?
. she.
they _
( c h a n g e ) t h e I n t e r n e t Service
Provider?
. ( c h e c k ) t h e r e m a i n i n g d i s k space?
you_
you_
. (install) or
(uninstall)
software recently?
Dillip
( u p d a t e ) t h e d r i v e r s recently?
Use t h e present perfect t o make p o s i t i v e o r negative sentences.
Example: t h e screen/go/blank
The screen's gone blank.
1
2
3
4
5
6
t h e charger/stop/working
I/not/upgrade/the o p e r a t i n g s y s t e m
She/not/install/the u p d a t e s
They/reinstall/the a p p l i c a t i o n
She/not/be able t o fix t h e p r o b l e m
I/defragment/your d r i v e
Listening
7
• E y E f i l L i s t e n a n d repeat t h e q u e s t i o n s i n 5.
Speaking
8
W o r k i n pairs. Practise a p h o n e call t o t h e c o m p a n y IT h e l p desk.
Student A: T u r n t o page 69.
Student B: T u r n t o page 79.
IT s u p p o r t
7
53
Software repair
£ j j l You w o r k for SoftwareHelp.com as a h e l p d e s k t e c h n i c i a n . Listen t o
t h r e e p h o n e calls a n d c o m p l e t e t h e s e c o n d a n d t h i r d t i c k e t s .
Listening
Help Desk ticket
Date
5.05
Name
Bolek
Problem
Word file won't open in Office.
Contact
0504445553
Service Person
Alex
2
Help Desk ticket
Date
Name
Problem
Contact
Service Person
3
Help Desk ticket
Date
Name
Problem
Contact
Service Person
Speaking
2
W o r k i n p a i r s . C o m p a r e y o u r notes i n t h e t h r e e t i c k e t s . Is y o u r i n f o r m a t i o n t h e
same? L i s t e n again a n d check.
3
W h a t o t h e r software p r o b l e m s d o c o m p u t e r users o f t e n have? Discuss w i t h
the group.
Example:
54
7
IT support
Computer
users often
....
Reading
4
C o m p l e t e t h e s e r v i c e r e p o r t s for t h e IT s u p p o r t t e a m . Use t h e i n f o r m a t i o n in
t h e t h r e e t i c k e t s a n d t h e w o r d s in t h e box.
Check
file
saved
version
install
move
version
Date
6.05
Name
Bolek
Fault diagnosis
questions
1 What (1)
Possible
solutions
of Office do you have?
1 If you have newer version, (3)
?
an Office patch.
2 Ask the sender to save the file in an older version and
it.
Date
17.06
Name
Sara
Fault diagnosis
1 Have you (5)
Possible
solutions
run
2 What is the version of the (2)
(4)
questions
resend
viruses
the file?
2 Are there any messages about ( 6 ) .
1 (7).
in the attachment?
. the attachment changes.
2 Look for the file in Internet Temporary Files.
Service Report
Date
14.07
Name
Sylvia
Fault diagnosis
questions
1 What ( 8 ) .
of Office do you have?
2 Have you checked the Recycle Bin?
3 Have you (9)
Possible
solutions
disk defragmenter recently?
1 If the file is in the Recycle Bin, (10) _
My Documents.
it to a folder in
2 If the file isn't in the Recycle Bin, install undeleted software.
Speaking
5
W o r k i n p a i r s . Practise t h r e e p h o n e c o n v e r s a t i o n s b e t w e e n t h e IT s u p p o r t t e a m
a n d Bolek, Sara a n d Sylvia. Use t h e i n f o r m a t i o n i n t h e t h r e e t i c k e t s in 1 a n d t h e
service reports.
Example:
A: Good morning. How can I help you?
B: My name is Bolek and I have a problem
with opening
a file.
IT support
7
55
Hardware repair
Label t h e d i a g r a m w i t h these t o o l s ( i n b o l d ) f r o m t h e a d v e r t i s e m e n t .
Reading
This kit has all the tools you'll require to fix a computer.
There is a r e v e r s i b l e r a t c h e t d r i v e r w i t h 20 different sized bits, a 6-inch flathead
s c r e w d r i v e r , a reversible 1/8-inch mini screwdriver, a h e x k e y s e t and 5-inch, long
nose p l i e r s .
This set also has a 5-inch w i r e - c u t t e r / s t r i p p e r , an I.C. i n s e r t i o n / e x t r a c t i o n c l i p p e r , a
t h r e e p r o n g h o l d e r , t w e e z e r s , a spare parts box w i t h parts, an a n t i - s t a t i c w r i s t s t r a p ,
and a black zipper case.
The tools are demagnetized so your system and magnetic media is safe from any damage.
Listening
2
HB^fn'-Tffl L i s t e n a n d repeat t h e n a m e s of t h e tools in t h e k i t .
Vocabulary
3
M a t c h t h e t o o l 1-8 t o its use a - h .
1
reversible ratchet driver
2
screwdriver
3
hex key
4
pliers
5
wire cutter/stripper
6
insertion/extraction
clipper
7
tweezers
8
anti-static w r i s t s t r a p
)
)
a) used f o r i n s e r t i n g a n d r e m o v i n g fibre
c o n n e c t o r s i n t i g h t spaces
b ) used t o p r e v e n t e l e c t r o s t a t i c discharge
c) used f o r t i g h t e n i n g a n d r e m o v i n g screws
used f o r easy d r i v i n g of screws a n d n u t s
e) used t o h o l d s m a l l objects
0 used t o h o l d objects, c u t o r b e n d t o u g h
materials
g) used t o d r i v e b o l t s a n d screws i n t o a
hexagonal socket
h ) used f o r c u t t i n g w i r e o r r e m o v i n g
the insulation
56
7
IT support
Language
Explaining the use of something
used/use for + verb with -ing.
This tool is used for tightening the
screws.
We use this tool for tightening the
screws.
We use tweezers to hold small
used/use to + verb
objects.
Tweezers are used to hold small
objects.
Speaking
4
W o r k i n p a i r s . Talk a b o u t t h e t o o l s y o u use w i t h c o m p u t e r s . Say w h a t y o u use
t h e m for.
Reading
5
M a t c h t h e diagnostic t o o l s 1-4 t o t h e d e s c r i p t i o n s a-d.
a) It measures e l e c t r i c a l p r o p e r t i e s s u c h as AC o r DC voltage, c u r r e n t a n d
resistance. It t r o u b l e s h o o t s e l e c t r i c a l p r o b l e m s i n b a t t e r i e s , p o w e r s u p p l i e s ,
a n d w i r i n g systems.
b) It is an e l e c t r o n i c device t h a t checks t h e e l e c t r i c a l c o n n e c t i o n s i n w i r e d
devices.
c) It checks t h e s y s t e m a n d identifies p r o b l e m s i n different areas of t h e
c o m p u t e r h a r d w a r e . It u s u a l l y checks t h e c o m p u t e r ' s m e m o r y , k e y b o a r d ,
m o n i t o r , s y s t e m p r o c e s s o r a n d h a r d d i s k speed.
d ) It is a device w h i c h tests t h e o p e r a t i o n of t h e s y s t e m as i t b o o t s u p .
It identifies s y s t e m e r r o r s w h e n t h e s y s t e m is d e a d o r u n a b l e t o s t a r t f r o m
t h e h a r d d i s k o r CD.
6
N o w answer these q u e s t i o n s .
1
2
3
4
What
What
What
What
is a m u l t i m e t e r used for?
is t h e cable tester used for?
is a s y s t e m d i a g n o s t i c c a r d u s e d for?
is t h e diagnostic software used for?
IT s u p p o r t
7
57
Customer service
L o o k at t h e c a r t o o n . H o w d o p e o p l e react w h e n t h e r e is a p r o b l e m w i t h t h e i r
c o m p u t e r ? Why?
Speaking
Date
Name
Proble
Contact
Service
L i s t e n t o a p h o n e call t o a c o m p a n y IT h e l p desk. Choose t h e c o r r e c t
answers a, b o r c, t o t h e q u e s t i o n s .
Listening
1
2
3
4
5
3
W h a t is Tuka's p r o b l e m ?
a) c a n ' t p r i n t o u t b) has lost files
H o w does T u k a sound?
a) w o r r i e d b) a n g r y c) t i r e d
c) is n o t c o n n e c t e d t o t h e n e t w o r k
W h a t is t h e p o s s i b l e cause of t h e p r o b l e m ?
a) a h a r d w a r e u p g r a d e b) a s e r v e r p r o b l e m c) a software u p g r a d e
W h a t is t h e h e l p desk t e c h n i c i a n ' s first suggestion?
a) go t o a folder o n t h e s e r v e r
b ) go a folder o n t h e d e s k t o p
c) go t o a folder o n t h e C d r i v e
W h a t is t h e h e l p desk t e c h n i c i a n ' s s e c o n d suggestion?
a) He w i l l call b a c k i n five m i n u t e s , b) He w i l l c o m e d o w n t o Tuka's office,
c ) He w i l l get h e l p f r o m s o m e o n e else.
L i s t e n again a n d c o m p l e t e t h e t e c h n i c i a n ' s sentences.
How can I
I
I'm.
. you!
. w e can find y o u r file.
go t o t h e search b o x
Good
Listen a n d repeat t h e t e c h n i c i a n ' s sentences.
58
Writing
5
W o r k i n p a i r s . W r i t e a s h o r t d i a l o g u e b e t w e e n an IT h e l p desk t e c h n i c i a n a n d a
colleague a b o u t a s o f t w a r e o r h a r d w a r e p r o b l e m . Use t h e phrases f r o m 3.
Speaking
6
W o r k i n pairs. Read y o u r dialogues t o t h e rest of t h e class.
' support
Business matters
Reading
1
You w o r k as an IT h e l p desk t e c h n i c i a n . Y o u are r e s p o n s i b l e for these t i c k e t s
f r o m colleagues i n y o u r c o m p a n y . Read t h e t i c k e t s . W h a t are t h e p r o b l e m s ?
Help Desk ticket
Help Desk ticket
Help Desk ticket
Date
10.11
Date
11.11
Date
12.11
Name
Ben
Name
Clare
Name
Simone
Problem
I can't print out.
Problem
I can't connect to
the network.
Problem
My computer fan
is very noisy.
Contact
0504446231
Contact
0504445558
Contact
0504446553
Service Person
You
Service Person
You
Service Person
You
Writing
2
Choose o n e of t h e H e l p Desk t i c k e t s f r o m 1. W r i t e q u e s t i o n s for t h e fault
diagnosis a n d p o s s i b l e s o l u t i o n s .
Example:
Is there an error message
Have you tried restarting
your
on your screen?
What does it say?
computer?
Service Report
Date
Name
Fault diagnosis
questions
Possible
solutions
Speaking
3
W o r k i n p a i r s . Roleplay t h e c o n v e r s a t i o n s a b o u t t h e p r o b l e m s . Student A is t h e
h e l p desk t e c h n i c i a n a n d Student B is t h e colleague.
T H P
c* £±r*nv\ ¥-%7
•
•l-l
o C v * L I I . l L j r
• e x p r e s s possibility a n d p r o h i b i t i o n
0
,
„ _ J
C X L 1 vJ.
0
n f r t f T T
o d l C l
V
t
a
^ about security solutions
* report events and incidents
• r e c o m m e n d improvement actions
Security solutions
Speaking
1
W o r k i n p a i r s . Make a list of a l l t h e different w o r d s a b o u t s e c u r i t y t h r e a t s a n d
attacks y o u c a n t h i n k of.
Reading
2
Read t h e d e s c r i p t i o n s 1-8. M a t c h t h e w o r d s i n t h e b o x t o t h e d e s c r i p t i o n s .
adware
Trojan
Malicious software that can
copy itself and infect the
system. (1).
hacker
virus
browser hijacker
malware attack
spyware
worm
A program which is usually
free but contains malicious
files. (8) .
Affects privacy. It does not
take control of a computer
system, but sends
information about the use
of a computer system.
(2)
Spreads without the user
taking action and usually
acts in operation system.
(3)
Speaking
60
8
A person who on purpose attempts
to break into a computer system and
use it without the knowledge of the
owner. (4)
Software that replaces the
user's search engine with
its own. (5)
3
Have y o u ever h a d a c o m p u t e r s e c u r i t y threat? Has anyone ever hacked i n t o y o u r
c o m p u t e r system? Use t h e w o r d s a n d phrases i n 2 t o describe w h a t happened.
4
W o r k i n s m a l l g r o u p s . Discuss w h a t y o u c a n d o t o s t o p these p r o b l e m s .
IT security and safety
Vocabulary
5
M a t c h t h e s e c u r i t y s o l u t i o n 1-5 t o its p u r p o s e a-e.
1
2
a
firewall
—
a n t i v i r u s software
3
4
authentication
1
username, p a s s w o r d a n d
biometric scanning
encryption
5
Listening
6
a) p r e v e n t s damage t h a t v i r u s e s m i g h t cause
b) m a k e s u r e o n l y a u t h o r i s e d p e o p l e access
the network
c) checks t h e user is a l l o w e d t o use s y s t e m
d ) b l o c k s u n a u t h o r i s e d access
codes
e) p r o t e c t s t h e s y s t e m f r o m p u b l i c access
L i s t e n t o t h i s d i a l o g u e a n d answer t h e q u e s t i o n s . L u d e k has asked his
IT e x p e r t f r i e n d , Ales, for h e l p .
1
2
3
W h y does L u d e k w a n t Ales t o c h e c k his laptop?
W h y is L u d e k w o r r i e d t h a t he m a y lose his project?
W h a t does Ales t h i n k has h a p p e n e d t o Ludek's l a p t o p .
4
5
6
W h y does he r e c o m m e n d L u d e k installs an anti-spyware software?
W h y is i t i m p o r t a n t t o have a n e t w o r k access password?
W h a t w i l l Ales d o for Ludek?
Language
Expressing possibility
We use may/might + infinitive without to to talk about
things that are possible now or in the future.
Speaking
7
You may have a virus on your computer.
The program might not run properly.
W o r k i n p a i r s . Practise g i v i n g a d v i c e t o a non-IT e x p e r t o n p r o t e c t i n g
their computer.
Example:
Non-IT expert: What should I do to stop ... ?
Expert: You should ... .It
may/might....
Workstation health and safety
Speaking
1
W o r k i n p a i r s . Make a list of c o m p u t e r h e a l t h a n d safety p r o b l e m s . C o m p a r e
y o u r list w i t h a n o t h e r pair.
Vocabulary
2
Label t h i s d i a g r a m w i t h t h e a d v i c e 1-8.
1
2
3
4
5
6
7
8
Speaking
3
4
T h e r e s h o u l d be clearance u n d e r t h e w o r k surface.
You s h o u l d have y o u r feet flat o n t h e floor.
Make sure y o u r f o r e a r m s a n d h a n d s are i n a s t r a i g h t line.
Your l o w e r b a c k s h o u l d be s u p p o r t e d .
Your screen s h o u l d be p o s i t i o n e d t o a v o i d reflected glare.
Keep y o u r s h o u l d e r s relaxed.
You s h o u l d have y o u r t h i g h s t i l t e d slightly.
Make s u r e t h e t o p of t h e screen is at o r s l i g h t l y b e l o w eye level.
W o r k i n p a i r s . A n s w e r these q u e s t i o n s a b o u t t h e advice i n 2.
1
Do y o u always f o l l o w t h e advice?
2
3
W h a t o t h e r t h i n g s can y o u r e c o m m e n d for g o o d c o m p u t e r use?
Have y o u h a d ( o r g i v e n ) c o m p u t e r use training?
W o r k i n p a i r s . Practise g i v i n g i n s t r u c t i o n s t o each other.
Example:
62
8
IT security and safety
Make sure you
....
Reading
5
Read t h i s list of rules for u s i n g a c o m p a n y c o m p u t e r . W h i c h ones d o y o u
follow? Why?
COMPUTER
DOS AND DON'TS
Things you should do:
- Run Scandisk regularly to check and repair your file systems.
- Connect all peripherals before you switch the computer on.
- Keep your keyboard and screen clean.
- Keep CDs and DVDs in covers and hold them by the edge when using.
- Always shut down your laptop computer first if you need to move it.
- Secure your hardware from sudden power surges.
Things you should not do:
- Do not disconnect the keyboard, mouse, monitor, printer or any peripheral if
the PC is on.
- Don't eat food or drink near the keyboard and computer. Don't blow smoke
over your PC.
- Don't move or lift your desktop computer when it's on. Don't drop your laptop.
- Don't clean your hardware with a household polish or cleaner.
- Don't turn your computer off for lunch breaks.
- Don't load unauthorised software.
Vocabulary
6
M a t c h t h e v e r b 1-5 w i t h t h e n o u n a-e.
1
2
3
4
5
Speaking
s w i t c h / t u r n off —
eat
connect
load
run
a
\
\
\
)
b)
c)
d)
e)
software
software
peripherals
food
the computer
7
W o r k i n p a i r s . Discuss w h a t o t h e r rules y o u c a n a d d t o t h e t w o lists i n 5.
Compare y o u r list w i t h a n o t h e r pair.
8
W h a t is t h e m o s t i m p o r t a n t r u l e y o u c a n give a b o u t c o m p u t e r use? W o r k i n
pairs. Practise g i v i n g advice t o each other.
Example:
Always
... ./You should
....
IT security and safety
8
63
Security procedures
Speaking
1
W h a t s e c u r i t y procedures are y o u familiar w i t h ? Make a list and share it w i t h
t h e group.
Reading
2
Read t h i s text o n s e c u r i t y a n d m a t c h t h e headings i n t h e b o x w i t h t h e
paragraphs 1-5.
Data transfer a n d backup
Email a n d network usage
Password recommendations
Reporting IT security incidents
Safety security requirements
S y s t e m s a n d n e t w o r k
security
All employees must follow security and safety procedures approved
by the management.
1
Only install and use software that the management has approved. Install the latest
antivirus and antispyware tools.
Keep current with security software updates and patches.
Follow office health and safety standards.
2
Choose a password that is difficult to guess: use between 6 and 8 characters,
have letters in upper and lower case and intermix letters, numbers, and
punctuation marks. Keep your password private. Change your password every
9 weeks.
3
Configure your email software to use secure protocols. Use company official
e-mail software only. Always double check that you are sending your message
to the right recipient. Do not send sensitive data over the network. Use mail
encryption to send sensitive data. Do not download unknown files or files for
private use, such as movies and music.
4
Transfer files via a secure connection. Back up files regularly on the server in your
homefolder. Do not use external drives.
5
Employees must notify their supervisor or IT help desk about any damage, misuse,
irregularities or security breaches.
Vocabulary
3
M a t c h t h e v e r b 1-6 w i t h t h e n o u n a-f.
transfer
install
follow
use
notify
report
a) p r o t o c o l s
b ) software
c) procedures
d ) files
e) an i n c i d e n t
f) a s u p e r v i s o r
"v
N.
•• i
—
• • i s — p -
to
64
9
Speaking
4
W h a t are t h e m o s t i m p o r t a n t p r o c e d u r e s t o f o l l o w i n t h e d o c u m e n t i n 2?
W h i c h p r o c e d u r e s d o p e o p l e s o m e t i m e s n o t follow?
Language
Expressing prohibition
a rule or requirement (We use these when it is
necessary not to do this or to tell someone not to
do something.)
a strong recommendation (We use this to give advice.)
Listening
5
«j U
1
2
3
4
5
You mustn't give your password to anyone.
You aren't allowed/permitted to share your password
with anyone.
You shouldn't use your date of birth in your
password. (It is not a good idea to do this)
L i s t e n a n d repeat these sentences.
You m u s t n ' t p u t y o u r c u p of coffee o n t h e c o m p u t e r .
You m u s t n ' t w o r k w i t h o u t breaks.
You aren't a l l o w e d t o s m o k e i n t h e office.
We aren't a l l o w e d t o send p r i v a t e emails.
You s h o u l d n ' t eat l u n c h at y o u r desk.
Speaking
6
W o r k i n s m a l l g r o u p s . Talk a b o u t t h e c o m p u t e r regulations i n y o u r c o m p a n y o r
college. Use you mustn't, you aren't allowed to a n d you shouldn't.
Writing
7
Write a d o c u m e n t listing t h e regulations y o u talked about i n 7. Use these headings.
P e r s o n a l u s e of c o m p u t e r s
1—
Health and safety
~L_
Security
Reporting
problems
IT security and safety
65
Reporting incidents
•
Speaking
1
Have y o u ever r e p o r t e d a s e c u r i t y i n c i d e n t ? W h a t was i t about?
Reading
2
Read these five IT i n c i d e n t s i n a c o m p a n y .
Incident report
Date:
0Z.05
Report for:
Miley O ' r W a
Report prepared by:
Incident:
Ann Greshon
teacher; has accessed t h e database t o change
students grade
Recommendations:
Incident:
Incident report
employee has changed the printer settings
Date:
•
Recommendations:
Report for:
Report prepared by:
Incident:
e,Mp\oqec's ckildrc*. Wave. m.s-h»ll&J cpme.s on.
coMpaAt^S. laptop
Recommendations:
Incident report
Incident:
Date:
Recommendations:
Report for:
Report prepared by:
Incident:
ernptOyee W\S> I n s t a l l e d P2.P s o f toooxre
Recommendations:
66
8
Speaking
3
W o r k i n pairs. Grade t h e i n c i d e n t s : 1 = t h e least serious. 5 = t h e m o s t serious.
T h e n c o m p a r e y o u r grades i n s m a l l groups.
Writing
4
W r i t e a s h o r t r e p o r t t o t h e IT s u p e r v i s o r o n t h e m o s t serious i n c i d e n t . You w i l l
need t o give r e c o m m e n d a t i o n s o n h o w t o deal w i t h t h e i n c i d e n t .
IT security and safety
•
Business matters
W o r k i n p a i r s . You are systems safety c o o r d i n a t o r s . You have already
c o m p l e t e d t w o i n s p e c t i o n s of t h e IT systems i n QuickFix L t d . T h e first
i n s p e c t i o n was a b o u t n e t w o r k s e c u r i t y a n d t h e s e c o n d a b o u t h e a l t h a n d safety
i n a w o r k p l a c e . Your i n v e s t i g a t i o n s h o w s t h a t t h e c o m p a n y has v e r y p o o r
s e c u r i t y a n d safety systems. L o o k at t h e p i c t u r e s a n d make notes.
Reading
Computer
•
Speaking
2
Based o n t h e i n f o r m a t i o n i n t h e p i c t u r e s a n d y o u r notes, present y o u r r e p o r t
after t h e i n s p e c t i o n s . Student A: t a l k a b o u t h e a l t h a n d safety i n t h e w o r k p l a c e .
Student B: talk a b o u t n e t w o r k security.
IT security and safety
8
67
1 Working i n the IT i n d u s t r y
B u s i n e s s matters
S p e a k i n g e x e r c i s e 4 page 11
Student A : Y o u w o r k as an I T H e l p Desk
Coordinator (Mrs M a h m o u d ) . Y o u receive an
e-mail f r o m a new employee. Call Sharifa.
T e l l her w h e n her t r a i n i n g is and answer
her questions.
3 Websites
Website analytics
Speaking e x e r c i s e 8 page 23
Student A : G i v e Student B i n f o r m a t i o n about
website traffic to your company's website.
A s k about his or her website.
Your company:
N u m b e r o f visitors: 2 m i l l i o n each year
V i s i t o r location: East Asia, A u s t r a l i a and
N e w Zealand
L e n g t h o f t i m e on site: 10 m i n u t e s
6 Network systems
B u s i n e s s matters
S p e a k i n g e x e r c i s e 4 page 51
Student A
Wednesday
m o r n i n g — w o r k e d at home
afternoon — w e n t to the d e n t i s t
Thursday
m o r n i n g — w e n t to a company
to check t h e i r n e t w o r k
afternoon — installed n e t w o r k
security at the company
Partner files
7 IT s u p p o r t
Fault diagnosis
S p e a k i n g e x e r c i s e 8 page 53
Student A
1 Call the I T help desk.
Y o u cannot access m a i l server.
A s k for help.
Y o u changed your password last week.
Student A
2 H e l p Student B w i t h the p r o b l e m .
A t the m o m e n t the I n t e r n e t connection
is d o w n .
T r y again later.
Student A
3 C a l l the I T help desk.
Y o u can't p r i n t o u t on n e t w o r k .
A s k for help.
Student A
4 H e l p Student B w i t h the p r o b l e m .
Change screen resolution?
Partner files
69
I
Audio script
UNIT 1 Working in the IT industry
Hi, I'm Karl. I'm a software developer. I design
[P
P:
D:
P:
D:
P:
Good afternoon everyone, I'm Heba. I'm a
system analyst. I solve c o m p u t e r problems.
Nice t o meet y o u all.
Hi, M y name's Wojtek. I'm a database
administrator. I analyse and present data.
P: G o o d m o r n i n g . W h a t ' s y o u r n a m e ?
A: I ' m A h m e d . A n d y o u are?
T: H i e v e r y b o d y , t h i s is I n g r i d .
A: H i !
T : I n g r i d , t h i s is A h m e d , L i n d a , M o h a m m e d
and Mansoor.
I: N i c e m e e t i n g y o u a l l .
L: L i k e w i s e .
T: W e l c o m e t o t h e t e a m a n d g o o d l u c k .
[Ka = K a t h r y n ; K = Karim]
Ka: K a r i m , w h a t d o y o u d o ?
K: I ' m a n e t w o r k a d m i n i s t r a t o r . W h o d o y o u
w o r k for?
Ka: I w o r k f o r CISCO. I ' m a s y s t e m a n a l y s t t h e r e .
W h e r e are y o u f r o m , K a r i m ?
K: I ' m f r o m K u w a i t . I w o r k f o r M i c r o s o f t t h e r e .
A n d w h e r e are y o u f r o m , K a t h r y n ?
Ka: I ' m f r o m t h e U K b u t n o w I l i v e i n Qatar. D o
y o u k n o w w h e r e Glenda's from?
K: She's f r o m t h e US.
Ka: A n d w h a t ' s h e r j o b ?
K:
She w o r k s f o r I B M . H e r j o b is t o set u p n e w
systems.
I ' m , Y o u ' r e , She's, He's, I t ' s , W e ' r e , T h e y ' r e
70
Audio script
M : I'm a software developer. I w o r k for
M i c r o s o f t i n Prague.
B: M i l o , d o y o u k n o w F r i d a ?
M : Yes, I d o . W h a t d o y o u w a n t t o k n o w ?
B: W h e r e d o e s s h e w o r k ?
M : She w o r k s w i t h m e i n P r a g u e . She d e s i g n s
A:
1
2
3
4
5
Hi,
I'm
I'm
Rig
Wh
Dor
Sot
Its
Anc
It fi
We
Apf
am
bre
Thank you.
[A = A h m e d ; B = Betty; M = Milo]
A: W h e r e d o y o u w o r k , B e t t y ?
B: I w o r k f o r D e l l i n D u b a i . W h a t a b o u t y o u ?
A: I w o r k f o r HP i n B u d a p e s t . W h a t d o y o u d o ,
Milo?
= Pe
\V01
P:
D:
P:
D:
P:
P: M y n a m e ' s P h i l i p . N i c e t o m e e t y o u .
[T = T i m ; A = All; I = Ingrid; L = Linda]
3
1
D: I w<
a n d develop c o m p u t e r games. T h a n k y o u .
[ N = Natasha; K = K h a l i d ]
1
N: H i , m y n a m e ' s N a t a s h a .
K: P l e a s e d t o m e e t y o u . I ' m K h a l i d A l i .
N: P l e a s e d t o m e e t y o u , t o o .
[P = P h i l l i p ; A = A h m e d ]
2
08
D: Tha
P: Ho
D: You
1
* 9
1
7.05
2
6.45
3
8o'
4
10V
5
4.35
6
2.15
7
12 c
five m i n u t e s .
8
9.5(
Where do y o u work?
W h a t about you?
W h a t d o y o u do?
What do y o u want to know?
Where does she w o r k ?
1
Itfi
2
It ei
3
It st
websites for E-commerce.
I see. R i g h t , let's go. T h e w o r k s h o p s t a r t s i n
Q8
[P
P:
D:
P:
D:
P:
11
= Penelope; D = Don]
H i , D o n . H o w are y o u ?
I ' m fine, t h a n k s , P e n e l o p e . A n d y o u ?
I ' m OK. B i t t i r e d f r o m t h e f l i g h t .
Right.
What w o r k s h o p do y o u w a n t to a t t e n d today,
Don?
D: I w a n t t o go t o t h e CISCO n e t w o r k s e c u r i t y
workshop.
P: S o u n d s i n t e r e s t i n g . W h a t t i m e d o e s i t s t a r t ?
D: It s t a r t s at 9.15.
P: A n d w h e n d o e s i t f i n i s h ?
D: It f i n i s h e s at 4.00 i n t h e a f t e r n o o n .
P: W e l l , I w a n t t o a t t e n d t h e M i c r o s o f t W i n d o w s
A p p l i c a t i o n s w o r k s h o p . It b e g i n s at 8.30
a m a n d e n d s at 6.00 p m . B u t t h e y h a v e t w o
b r e a k s , at 10.30 a n d 12.45.
D: T h a t ' s g o o d .
P: H o p e y o u e n j o y y o u r s e s s i o n .
D: Y o u t o o . See y o u a r o u n d .
1
7.05
2
6.45
3
8 o'clock
4
10.45
5
4.35
6
2.15
7
12 o ' c l o c k
8
9.50
Oio
A:
B:
A:
B:
A:
B:
A:
B:
the W o r l d W i d e Web.
OK. W h a t d o e s P2P s t a n d for?
It s t a n d s f o r p e r s o n - t o - p e r s o n .
OK. W h a t d o e s IP m e a n ?
It m e a n s I n t e r n e t P r o t o c o l .
How do y o u spell 'Protocol'?
p - r - o - t - o - c - o - 1 .
Thanks.
You're welcome.
a h j k
b c d e g p t v z
f 1 m n s x z
iy
o
q u w
r
* 9
I
[A = Andrei; B = Bob]
A: B o b , c a n y o u h e l p m e , please?
B: Sure.
A: I d o n ' t u n d e r s t a n d t h i s a c r o n y m . W h a t d o e s
it s t a n d for?
B: L e t m e see. W 3 . I ' m n o t s u r e . M a y b e W W W ,
|
1
It f i n i s h e s at 5.00.
2
It e n d s at 8.00.
3
It s t a r t s at 6.00.
UNIT 2 Computer systems
[B = Bob; D = Daisy]
B: W h a t d o y o u t h i n k ? W h i c h l a p t o p is b e t t e r
D:
B:
D:
B:
D:
B:
D:
B:
f o r t h e sales t e a m ?
I'm n o t sure. T h i s c o m p u t e r has a bigger
m e m o r y a n d I t h i n k i t has a b e t t e r processor.
A n d t h e o t h e r one?
W e l l , i t is s m a l l e r .
A n d lighter.
Yes, y o u ' r e r i g h t . L i g h t e r a n d s m a l l e r .
B u t t h e b i g g e r o n e is c h e a p e r .
So w h a t is o u r d e c i s i o n ?
I ' m n o t s u r e . L e t ' s go f o r a coffee a n d d i s c u s s
this again.
Audio script
71
1
lighter
2
m o r e efficient
3
longer
4
wider
5
heavier
6
faster
7
darker
8
softer
9
harder
[P = P a u l ; B = B r i n i t h a ]
P: H i , B r i n i t h a .
B: H i , P a u l .
P: H o w ' s i t going?
B: Fine, f i n e .
P: W h a t are y o u d o i n g at t h e m o m e n t ?
B: O h , I ' m i n s t a l l i n g N e r o .
10 more durable
[T = T i m ; S = Simone]
T:
S:
T:
S:
T:
S:
72
What do y o u t h i n k about these three p h o t o
imaging packages?
It's a d i f f i c u l t c h o i c e . A l l t h r e e are v e r y g o o d
but t h e y have different strengths.
I agree.
Serif I m a g e Plus has t h e b e s t i m a g e
correction.
OK.
10,(
100
P:
B:
5
80,(
P:
learning a b o u t the new database system.
What about M a r y and Imran? Where
UNIT
B:
are t h e y ?
T h e y aren't c o m i n g in today. T h e y have a
d a y off.
T:
C:
1
W h a t are y o u d o i n g now?
2
Are they setting up the network?
T:
3
She's w o r k i n g at h o m e t o d a y .
C:
S:
T:
S:
effects. B u t w h a t a b o u t Snap Pro?
W e l l , i t has t h e b e s t d u b b i n g o p t i o n s .
A n d Snap Pro is t h e b e s t f o r b u r n i n g p h o t o s .
I ' m n o t s u r e . Serif h a s t h e m o s t e f f i c i e n t
UNIT 3 Websites
T:
S:
T:
S:
compression.
W h i c h is t h e m o s t e x p e n s i v e ?
O h , Serif I m a g e P l u s .
A n d t h e cheapest?
Snap P r o .
T:
S:
Let's get Snap P r o t h e n .
I'm still n o t sure!
She has t h e c h e a p e s t c o m p u t e r .
T h e y haven't got the latest version.
5
D o y o u h a v e t h e fastest
processor?
6
Has i t g o t W i n d o w s ?
7
T h e y have t h e latest software.
8
It has t h e b i g g e s t s c r e e n .
Audio script
30,(
700
4
T:
4
1
3
I'm not installing the software.
3
Ho\
M i c r o s o f t Server.
R i g h t . W h e r e is J a c k i e t o d a y ? D o y o u k n o w ?
Yes. She is o n a t r a i n i n g c o u r s e t o d a y . She's
We're n o t using Word.
Does it have t h e m o s t reliable a n t i - v i r u s
software?
Wh
3
H o w are y o u g e t t i n g on?
Well, I'm setting u p a n e t w o r k . I'm using
5
2
2
P:
B:
4
We've got the best software.
Ho^
2
B u t M a g i c E x t r e m e h a s t h e fastest
p r o c e s s i n g of i m a g e s .
Y o u ' r e r i g h t . A l s o , Serif h a s t h e b e s t s p e c i a l
1
1
1
W h i c h w e b s i t e s d o y o u use?
2
W h y do y o u use Wikipedia?
3
W h a t d o y o u u s e C N N for?
4
W h e n d o e s s h e u s e CNN?
[S • S a r a h ; G = G e o r g e ]
S: G e o r g e , I n e e d s o m e i n f o r m a t i o n a b o u t o u r
website.
G: OK, w h a t d o y o u n e e d t o k n o w ?
S: W e l l , I n e e d s o m e i n f o r m a t i o n a b o u t w e b s i t e
traffic, y o u know, external visits t o o u r
website.
G: OK.
S: C o u l d y o u d o a r e p o r t f o r me?
G: Sure. W h e n d o y o u n e e d i t b y ?
S: Er, t o m o r r o w m o r n i n g , I ' m a f r a i d . It's f o r t h e
finance director.
G: OK, w h a t d o y o u n e e d t o k n o w e x a c t l y ?
S: W e l l , t h e n u m b e r of v i s i t o r s t o o u r w e b s i t e
last m o n t h , t h e i r m o v e m e n t s a n d actions o n
the website, and where they're from.
G: OK, I c a n d o t h a t .
S: T h a n k s v e r y m u c h i n d e e d .
sOK
No
the
C: Ba
T: OK
C:
T:
CO
bu
to
C: Go
Th
T: No
1
0
24
1
Cou
2
Pie
3 Wo
4
Pie
5
Pie
O 21
1
H o w m a n y p e o p l e v i s i t t h e site?
2
W h e r e d o t h e y go o n t h e w e b s i t e ?
3
How long do they spend on the website?
Q 22
1 30,000
2
700,000
3
10,000,000
4
100,000
5
80,000
UNIT 4 Databases
0
23
[C = C h r i s ; T = T i m ]
C: T i m , c o u l d y o u h e l p m e a m o m e n t , please?
T: Sure. W h a t ' s t h e p r o b l e m ?
C:
T:
I need some i n f o r m a t i o n about a b o o k
budget from the database.
OK.
C:
T:
C:
T:
B u t I d o n ' t k n o w h o w t o get i t .
No p r o b l e m .
So w h a t d o I d o f i r s t ?
Enter y o u r name and p a s s w o r d a n d press
enter.
C: E r m . . . ?
Q 25
[I = IT expert; C = Colleague]
I:
R i g h t , t h e f i r s t s t e p i n t h e p r o c e s s is y o u
gather the raw data w h i c h y o u want to
p r o c e s s . T h a t ' s c a l l e d c o l l e c t i o n . OK?
C:
Yes, d a t a c o l l e c t i o n .
I:
G o o d . T h e s e c o n d s t e p is y o u c r e a t e
categories t o organise the data i n t o relevant
g r o u p s . We c a l l t h a t s o r t i n g . U n d e r s t o o d ?
Sorting, right.
T h e n we arrange a n d systemise the data.
That's coding. Got that?
Yes, I t h i n k so. T h e t h i r d s t e p is c o d i n g .
After that, we enter the data into a system.
C:
I:
C:
I:
C:
I:
That's entry.
OK.
Then, we clean the data and double-check
for faults a n d inconsistencies. That's t h e
v a l i d a t i o n p a r t of t h e p r o c e s s .
C:
I:
Fine. V a l i d a t i o n .
F i n a l l y w e f o r m a t a n d a r r a n g e t h e d a t a so
that it can be analysed. That's tabulation. A l l
right?
C:
I:
Thanks very much.
No problem.
26
1
entry
T: You h a v e g o t a p a s s w o r d ?
C: E r m , I c a n ' t r e m e m b e r i t .
2
collection
T:
4
validation
5
sorting
6
coding
Use m i n e . T y p e i n t e v a n s , t h a t ' s
t - e - v - a - n - s , t h e n snavet
s - n - a - v - e - t .
C: OK.
3 tabulation
N o w p r e s s Enter. N o w w h a t is t h e n a m e of
the book?
C: Basic
French.
i
gather
8
create
9
arrange
T:
10 enter
T:
OK. T y p e i n t h a t i n t h e t i t l e f i e l d i n t h e f i r s t
c o l u m n . N o w Press F i n d . T h e r e i t is. OK,
budget. Click o n Publishing and scroll d o w n
t o P l a n t Costs a n d c l i c k o n t h a t .
C: G o o d . T h e r e ' s t h e b u d g e t i n t h e s e c o n d r o w .
Thanks, Tim.
T: N o p r o b l e m .
1
C o u l d y o u h e l p m e please?
2
Please c o u l d y o u h e l p me?
3 Would y o u help me w i t h this software?
4
Please c o u l d y o u e x p l a i n h o w t o d o t h a t ?
5
Please w o u l d y o u g i v e m e y o u r p a s s w o r d ?
11 d o u b l e - c h e c k
12 f o r m a t
fjl 27
1
emerging technology
2
cloud computing
3
data storage
4
hard drive
5
external drives
6
back-up providers
Audio script
73
[T = T i m ; S = Sandy]
T: Sandy, c o u l d y o u g i v e m e s o m e a d v i c e o n
storage devices?
S: Sure. H o w c a n I h e l p ?
T: I ' m a b i t w o r r i e d a b o u t m y c o m p u t e r
S:
T:
S:
T:
at h o m e .
Right.
I've g o t l o t s of m u s i c a n d p h o t o s o n m y
computer and I think I should back t h e m up.
I know what y o u mean.
What s h o u l d I buy?
S:
I'd r e c o m m e n d an e x t e r n a l h a r d d r i v e . That's
w h a t I've g o t a t h o m e . H o w m u c h c a n y o u
spend?
T:
S:
$200.
T h a t s h o u l d be fine. You s h o u l d be able t o
get s o m e t h i n g g o o d f o r t h a t . O h , o n e t h i n g :
I ' d r e a l l y r e c o m m e n d y o u get o n e t h a t b a c k s
up automatically from your computer when
it is c o n n e c t e d .
UNIT 5 E-commerce
[I = Interviewer; D = David]
I:
D a v i d , t e l l m e , h o w m u c h of y o u r b u s i n e s s is
online now?
D:
I:
D:
I:
D:
74
N o t m u c h , really. O n l y a b o u t 7%.
Why's that, do y o u think?
W e l l , m o s t of o u r c u s t o m e r s b u y o u r
cleaning products in supermarkets w h e n
they b u y their food. A n d most people
g o o u t t o b u y t h e i r f o o d . T h e y go t o t h e
supermarket.
Do y o u t h i n k t h i s w i l l change?
P r o b a b l y b u t slowly. Last year o u r o n l i n e
b u y i n g w a s a b o u t 5% of o u r b u s i n e s s .
I:
D:
So, i t is g r o w i n g a l i t t l e .
Yes, b u t o n l y a l i t t l e . A n d i n f u t u r e o u r
customers will still buy our products from
the supermarkets o n their websites. I don't
t h i n k t h e y w i l l b u y online f r o m us direct.
1
n o t a l o t of t i m e
2
too much work
3
only a little money
4
a few c o m p u t e r s
5
a l o t of m e m o r y
Audio script
1
open an account
2
go t o t h e c h e c k - o u t
3
p u t an i t e m in t h e basket
4
browse the website
5
choose an i t e m
6
check the order
1
T h e c o m p a n y w o n ' t p r o v i d e I n t e r n e t access
to all employees.
2
I'll do the security checks and then upgrade
this week.
3
W h e n will y o u finish the work?
4
Yes, I w i l l .
5
No, she w o n ' t .
[ M = Monika; S = Shayan]
M: Shayan, can y o u explain h o w a c u s t o m e r
completes an online transaction?
S:
OK, i t ' s v e r y easy. F i r s t , t h e c u s t o m e r w i l l
p l a c e a n o r d e r . T h e seller's w e b s e r v e r w i l l
c o n f i r m a v a i l a b i l i t y of t h e p r o d u c t a n d s e n d
a response. After that, the customer checks
out and completes the payment instructions.
T h e n the server w i l l send a payment request
t o a p a y m e n t gateway. T h e p a y m e n t g a t e w a y
will check the buyer's ability to pay w i t h the
b a n k . OK?
M : Fine. Go o n .
S: T h e b a n k w i l l r e s p o n d a n d s e n d p a y m e n t
acceptance o r r e j e c t i o n t o t h e seller's
w e b s e r v e r t h r o u g h t h e p a y m e n t gateway.
Finally, t h e c u s t o m e r w i l l r e c e i v e t h e s e r v e r
response w i t h the order confirmation or
rejection.
M: W i l l t h e c u s t o m e r have t o register?
S: Yes, a l l b u y e r s m u s t h a v e t h e i r a c c o u n t s
before t h e y c o m p l e t e the transaction.
M: Thank you. Now I understand.
*34
[ A = Ag;
A: Hi. I
are
K: I'm
A: Fine
K: I'm l
A: Tha
K: S o n
A: 1 wa
adv
pro
mar
K:
A:
K:
Tha
that
Goc
I'd i
E-cc
A: OK.
K: I'll j
rec(
A: Oh,
rea<
K: I n t
Let
1
0 35
1
mot
2
rept
3
brid
4
rout
5
gate
6
swit
7
hub
8
wire
9
acce
UNIT 6 Network systems
O 34
O 36
[B = Boris; A = Ahsan]
[A = A g a t h a ; K = K a t h a r i n a ]
A: H i , K a t h a r i n a . It's g o o d t o see y o u a g a i n . H o w
are y o u ?
K: I ' m fine. A n d y o u ?
A: Fine, t h a n k s .
A:
B:
A:
B:
I have a p r o b l e m w i t h t h e n e t w o r k d o w n l o a d
s p e e d . W h a t c a n y o u suggest?
W h y don't y o u change t h e hub?
I d o n ' t t h i n k t h a t w i l l w o r k . T h e h u b is fine.
OK. H o w about adding a repeater then?
H m m , I ' m n o t sure it w i l l help. It's n o t a
K:
A:
I ' m really glad t o hear a b o u t y o u r success.
Thank you.
K:
A:
So h o w c a n I h e l p y o u ?
I w a n t e d t o see y o u b e c a u s e I n e e d y o u r
a d v i c e . We t h i n k w e s h o u l d offer o u r
products a n d services online t o increase o u r
market share. W h a t d o y o u think?
A:
p r o b l e m w i t h t h e signal strength.
OK, t h e n y o u s h o u l d c h e c k t h e cables a n d
B:
A:
n e t w o r k devices t o make sure that they are
compatible with your network.
What about changing the modem?
I d o n ' t t h i n k it's necessary. I t h i n k it's a
B:
A:
problem w i t h t h e bridge, switch o r t h e
router. You s h o u l d look at t h e specifications.
OK, I w i l l . T h a n k s for y o u r h e l p .
W h y d o n ' t y o u check user recommendations
B:
o n t h e i n t e r n e t as w e l l ?
Good idea. I'll d o t h a t .
K:
That's a great idea. Y o u s h o u l d d e f i n i t e l y d o
that.
A:
K:
G o o d . So w h a t e x a c t l y s h o u l d I d o ?
I'd r e c o m m e n d t h a t y o u set u p a n
E-commerce flower shop.
A: OK.
K: I ' l l s e n d y o u a n e-mail w i t h s o m e
recommendations.
A: O h , t h a n k y o u v e r y m u c h . We o u g h t t o b e
K:
r e a d y f o r M o t h e r ' s Day.
I n t h a t case, I ' d s u g g e s t w e s t a r t r i g h t away.
B:
tj0 37
1
W h y don't y o u change t h e modem?
2
H o w about c o n n e c t i n g a repeater?
3
What about looking o n the website?
Let m e a s k y o u s o m e q u e s t i o n s ...
0 35
O 38
1
When d i dthey start work?
1 modem
2
T h e y installed t h e c o m p u t e r s yesterday.
2
repeater
3
We d i d n ' t w o r k last week.
3
bridge
4
She w e n t t o t h e office o n S u n d a y .
4
router
5
Did y o u finish t h e report?
5
gateway
6
switch
7
hub
[K = Karoline; S = Sam]
8
wireless
9
access p o i n t
K:
S:
H o w d o y o u describe n e t w o r k speed?
I n bits, kilobits, megabits a n d gigabits. They
describe n e t w o r k speed. For example, dialu p c o n n e c t i o n s a l l o w 56 k i l o b i t s p e r s e c o n d
a n d DSL f r o m 512 k i l o b i t s p e r s e c o n d t o 3
megabits per second.
K:
S:
O K . I've g o t t h a t . W h a t a b o u t t h e range?
Range is t h e d i s t a n c e of n e t w o r k c o v e r a g e ,
so d i s t a n c e u n i t s r e p r e s e n t n e t w o r k r a n g e .
Most countries use metric b u t some use
feet as u n i t s of m e a s u r e m e n t . M e t r e s o r feet
u s u a l l y d e s c r i b e t h e r a n g e of a n e t w o r k .
Home n e t w o r k i n g routers s u p p o r t a range u p
t o 150 feet o r 46 m e t r e s i n d o o r s a n d 3 0 0 feet
o r 92 m e t r e s o u t d o o r s .
K:
Thanks.
0 39
10 n e t w o r k c o n n e c t o r s
11 n e t w o r k i n t e r f a c e c a r d
Audio script
75
1
Have y o u r u n the c o m p u t e r in the battery
mode?
2 gigabytes per m i n u t e
2
H o w l o n g h a v e y o u h a d t h e iPad?
4
250 m e t r e s
3
Have y o u charged the battery?
5
40 feet
4
Has h e o p e n e d t h e file?
5
Has s h e e n t e r e d h e r u s e r n a m e a n d
password?
6
Have t h e y changed the Internet Service
Provider?
7
H a v e y o u c h e c k e d t h e r e m a i n i n g d i s k space?
8
Have y o u installed or uninstalled software
recently?
9
Has D i l l i p u p d a t e d t h e d r i v e r s r e c e n t l y ?
1
77 k i l o b i t s p e r s e c o n d
2
5 megabytes a second
3
UNIT 7 IT support
041
[H = Haider; M = M a r y a m ]
H : H e l l o , I T H e l p Desk.
M : H i , t h i s is M a r y a m f r o m H u m a n R e s o u r c e s .
H : H i , t h i s is H a i d e r . H o w c a n I h e l p y o u ,
Maryam?
M : I s w i t c h e d m y c o m p u t e r off y e s t e r d a y a n d
today I can't t u r n it on.
H : W h a t t y p e of c o m p u t e r d o y o u h a v e ?
M : I ' m n o t s u r e . It's a d e s k t o p c o m p u t e r .
H:
It w o r k e d f i n e y e s t e r d a y .
D o n ' t w o r r y . Have y o u checked t h e cable
connections?
M : N o , I h a v e n ' t . I c a n see s o m e c a b l e s b u t I
d o n ' t k n o w w h i c h c a b l e goes w h e r e .
H: M a k e s u r e a l l c a b l e s are t i g h t a n d f u l l y
plugged in.
M : O k , g i v e m e a sec. O h , I t h i n k I've f o u n d t h e
p r o b l e m . I h a v e o n e c a b l e t h a t is u n p l u g g e d .
It's t h e p o w e r c a b l e . W h e r e d o e s i t go?
H:
T h e p o w e r c a b l e s h o u l d go i n t h e t h r e e pronged port on the computer.
M : OK, d o n e . Let m e t r y n o w . It's w o r k i n g fine.
S o r r y a b o u t t h a t . S t u p i d of m e .
M a y b e t h e c l e a n e r s d i s c o n n e c t e d y o u r PC
b y m i s t a k e last night.
M: Maybe. Good, we've solved the problem.
T h a n k y o u , Haider.
0>44
Customer 1
Today is 5 May. Please leave your message
after
the tone.
H i . M y n a m e is B o l e k . I've r e c e i v e d a W o r d File
b u t i t w o n ' t o p e n i n Office. C a n y o u h e l p ?
M y c o n t a c t n u m b e r is 050 444 5553. T h a n k y o u .
Thank you for your call. The service
person
is Alex.
Customer 2
Today is 16 June. Please leave your message
after
the tone.
H i , m y n a m e is Sara. I've l o s t a file t h a t I o p e n e d
f r o m a n a t t a c h m e n t . Please h e l p .
M y c o n t a c t n u m b e r is 055 8214328. T h a n k y o u .
Thank you for your call. The service
person
is James.
H:
H: Y o u ' r e w e l c o m e . H a v e a g o o d day.
M: You too.
042
1
checked
2
switched
3
unplugged
4
worked
5
disconnected
Customer 3
Today is 13 July. Please
the tone.
leave your message
after
H e l l o , m y n a m e is S y l v i a . I've d e l e t e d s o m e files.
Can I recover them?
M y c o n t a c t n u m b e r is 050 7895421. T h a n k y o u .
Thank you for your call. The service
person
is
Mahmoud.
047
1
reversible ratchet driver
1
How can I help you?
2
screwdriver
2
I see.
3
h e x k e y set
3
I ' m s u r e w e c a n f i n d y o u r file.
4
pliers
4
Please go t o t h e s e a r c h b o x ...
5
wire cutter
5
Good luck.
6
wire stripper
7
insertion/extraction clipper
8
three prong holder
9
tweezers
UNIT 8 IT security and safety
0
[L = Ludek; A = Ales]
L: A l e s , c a n y o u c h e c k m y l a p t o p ? N o t h i n g
10 a n t i - s t a t i c w r i s t s t r a p
Q46
[H = H e l p d e s k t e c h n i c i a n ; T = T u k a ]
H: H e l l o , A q h e l s p e a k i n g . H o w c a n I h e l p y o u ?
T: H i , m y n a m e ' s T u k a . I've u p g r a d e d m y
computer to Windows 7 and n o w I can't find
m y p e r s o n a l files a n y w h e r e !
H: I see.
T:
I've c h e c k e d W i n d o w s ' h e l p ' a n d t h a t d i d n ' t
t e l l m e a n y t h i n g . I n e e d o n e file u r g e n t l y .
H: I ' m s u r e w e c a n f i n d y o u r file. D o n ' t w o r r y .
T: W e l l , I h o p e so.
H:
T:
H:
T:
W h a t W i n d o w s v e r s i o n d i d y o u have before?
Before I h a d W i n d o w s Vista.
OK. Is y o u r c o m p u t e r o n ?
Yes, i t is.
H: G o o d . F i n d Windows.old
drive.
folder in y o u r C
I d o n ' t u n d e r s t a n d . H o w ? I c a n ' t see i t i n
W i n d o w s Explorer.
H: Please go t o t h e s e a r c h b o x , w r i t e
L:
A:
seems to w o r k .
H m m , w h a t have y o u d o n e t h i s time? Wow!
Y o u r l a p t o p is a m e s s .
Sorry about that. I'll clean it u p .
Have y o u u p d a t e d y o u r antivirus software
L:
A:
recently?
Yes, I h a v e . I d i d i t l a s t w e e k .
Well, that's good.
A:
L:
I'm afraid I m a y lose m y project. I haven't
backed it up.
H m m . You might have spyware or some
o t h e r malware o n y o u r computer. You
should install a good spyware doctor
program. A n antivirus program may not
catch everything.
A:
L:
A:
OK, I ' l l d o t h a t .
A n d w h y don't you protect your WLAN
a c c e s s w i t h a p a s s w o r d ? It's l i k e l y y o u w i l l
attract hackers and piggybackers and then
y o u m i g h t l o s e a l o t of w o r k .
L:
A:
Fine, I ' l l d o t h a t .
I'll scan y o u r system w i t h m y anti-spyware
s o f t w a r e n o w a n d see if t h e r e is a p r o b l e m .
Thanks.
T:
T:
Windows.old
OK.
48
a n d c l i c k enter.
H: T h e Windows.old
folder contains different
f o l d e r s . Y o u r f o l d e r s a n d files are i n
Documents a n d Settings. You s h o u l d find t h e
files t h e r e .
T: I ' l l d o t h a t .
H: I ' l l c o m e d o w n t o y o u r office if y o u s t i l l h a v e
a problem. Good luck.
T: T h a n k s .
L:
0
49
1
Y o u r m u s t n ' t p u t y o u r c u p of coffee o n
the computer.
2
You m u s t n ' t w o r k w i t h o u t breaks.
3
Y o u a r e n ' t a l l o w e d t o s m o k e i n t h e office.
4
We a r e n ' t a l l o w e d t o s e n d p r i v a t e e m a i l s .
5
Y o u s h o u l d n ' t eat l u n c h at y o u r d e s k .
Audio script
77
P a r t n e r files: S t u d e n t B
1 Working i n the IT i n d u s t r y
B u s i n e s s matters
S p e a k i n g e x e r c i s e 4 page 11
Student B : Y o u are Sharifa. Y o u w i l l recieve
a call f r o m M r s M a h m o u d i n answer to your
e m a i l . M a k e sure she answers the questions i n
your email.
3 Websites
Website analytics
S p e a k i n g e x e r c i s e 8 page 23
Student B : G i v e Student A i n f o r m a t i o n about
website traffic to your company's website.
A s k about his or her website.
Your company:
N u m b e r o f visitors: 5 0 0 , 0 0 0 each m o n t h
V i s i t o r location: the M i d d l e East and
N o r t h Africa
L e n g t h o f t i m e on site: 2 m i n u t e s
6 Network systems
B u s i n e s s matters
S p e a k i n g e x e r c i s e 4 page 51
Student B
Monday
m o r n i n g — attended a t r a i n i n g
course at the college
afternoon — w e n t to the doctor
Tuesday
m o r n i n g — w o r k e d at home
afternoon — was off
78
Partner files
7 IT s u p p o r t
Fault diagnosis
S p e a k i n g e x e r c i s e 8 page 53
Student B
1 H e l p Student A w i t h the p r o b l e m .
T h e m a i l server asks for a username
and password.
Has Student A used the w r o n g password?
Student B
2 Call the I T help desk.
You cannot access the Internet at the m o m e n t .
A s k for help.
Student B
3 H e l p Student A w i t h the p r o b l e m .
There is a new default p r i n t e r .
Student B
4 Call the I T help desk.
T h e opened page is too large for the screen.
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