english for it student's book 1.pdf

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E n g l i s h

Information TechnologyV o c a t i o n a l E n g l i s h

C o u r s e B o o k



Conten t sF u n c t i o n L a n g u a g e Vo c a b u l a r y

Meeting p e o p l e p.4 I n t r o d u c i n g y o u r s e l f a n d o t h e r s P r e s e n t t e n s e of be

I'm Natasha, nice to meet you.

I n t r o d u c t i o n sP e r s o n a l q u e s t i o n s

rkn

n

d

yJ o b s in IT p.6 D e s c r i b i n g y o u r j o b P r e s e n t S i m p l e

What do you do?1 am a programmer.

J o b s

n1W

th

Tn

S c h e d u l e s p.8 D e s c r i b i n g y o u r d a il y r o u t in e a n dt i m e s

S c h e d u l e s

What time does it start?R o u t i n e sT i m e s

S p e l l i n g p . 10 U s i n g t he a l p h a b e t What does WWW stand for?Ho w do you spell that?

IT a c r o n y m sT h e a l p h a b e t

B u s i n e s s m a t t e rs p.11

C o m p u t e rh a r d w a r e p . 1 2

D e s c r i b in g c o m p u t e r h a r d w a r e C o m p a r a t i v e sThat monitor is bigger than mine.

C o m p u t e r h a r d w a r e

ter

s

emC o m p u t e rs o f t w a r e p . 1 4

D e s c r i b i n g c o m p u t e r s o f t w a r e S u p e r l a t i v e sT ha t software is the easiest to use.P r e s e n t t e n s e of have(got)We've got the best software.

C o m p u t e r s o f tw w a r e

: Cm Wo r k i n g wi th

c o m p u t e r s p.16D e s c r ib i n g t a s k s P r e s e n t c o n t i n u o u s

Ar e you installing it now?C o m p u t e r t a s k s

U

2C o m p u t e ru s a g e p.18

U n d e r s t a n d i n g c o m p u t e r u s a g e must, mustn't, can, can't,don't have to

1 must update my files

C o m p u t e r u s a g e

B u s i n e s s m a t t e r s p . 1 9

We b s i t e

p u r p o s e p.20

Ta l k i n g a b o u t w e b s i t e s Q u e s t i o n w o r d s (1)Which websites do you visit?

P u r p o s e of w e b s i t e s

U

3W

eWe b s i t ea n a l y t i c s p.22

G e t t i n g i n fo r m a t i o n a b o u t w e b s i t e s Q u e s t i o n w o r d s (2)How many people visit our website?

L a r g e n u m b e r s

We b s i t e a n a l y s i s t o o l s

U

3W

e

We b s i t ed e v e l o p m e n t p.24

D e v e l o p i n g a w e b s i t e D e s c r i b in g s t e p s in a p r o c e s sAfter that...

F u n c t i o n s of a w e b s i t eF e a t u r e s of a w e b s i t e

U

3W

e

T h e b e s t

w e b s i t e s p.26Ta lk ing abou t you r f avou r i t e

w e b s i t e s

D e s c r i b i n g t h i n g s

There are a lot o f photos on this websiteA d j e c t i v e s

B u s i n e s s m a t t e r s p.27

D a t a b a s eb a s i c s p.28

U n d e r s t a n d i n g d a t a b a s e p r o d u c t s A s k i n g p e o p l e t o do t h i n g s

Could you help me, please?

E n t e r i n g a d a t a b a s e

a

D a t ap r o c e s s i n g p.30

D e s c r i b in g d a t a p r o c e s s i n g s t e p s Q u i c k q u e s t i o n s to c h e c k u n d e r s ta n d i n gG ot that?

D a t a p r o c e s s i n g s t e p s

P r e p o s i t i o n s

n4Da

D a t a s t o r a g e and

b a c k - u p p.32Ta lk ing abou t da t a s t o r age andd e v i c e s

A s k i n g for a n d g i v i n g a d v i c e

What should 1 do?

Yo u should buy a flash drive.

D a t a s t o r a g e a n d b a c k - u p

s o l u t i o n s

D a t a b a s e s y s t e m sb e n e f i t s p.34

U s i n g d a t a in c o m p a n y d e p a r t m e n t s C o m p a n y d e p a r t m e n t s


Conten t s



F u n c t i o n L a n g u a g e Vo c a b u l a r y

•p

E - c o m m e r c e

c o m p a n i e s p.36E x p l a i n i n g E - c o m m e r c e t y p e s Quantity

many, a few,

Ty p e s of b u s i n e s s

cm E - c o m m e r c e

f e a t u r e s p.38D e s c r i b i n g t he f e a t u r e s of ane - c o m m e r c e w e b s i t e

L i n k i n g i d e a s

/ have a PC and laptop at home

We b s i t e f e a t u r e s

U5E

T r a n s a c t i o ns e c u r i t y p.40

Ta lk i n g ab o u t s e c u r i t y F u t u r e (will + infinitive)

Hackers won't be able to get into the network

N e t w o r k s

O n l i n e

t r a n s a c t i o n s p.42D e s c r i b i n g t he tr a n s a c ti o n p r o c e s s O n l i n e t r a n s a c t i o n s

B u s i n e s s m a t t er s p.43

Ty p e s ofnetwork p.44

E x p l a i n i n g n e t w o r k s G i v i n g r e a s o n s

I'd recommend a Dell computer because

it's cheaper.

Ty p e s of network s y s t e m

s

em Networking

h a r d w a r e p.46D e s c r i b i n g a n d fixing network

h a r d w a r e

Making s u g g e s t i o n s

Wh y don t you call the IT Help Desk?

Network h a r d w a r e

P r o b l e m s with h a r d w a r e

l6Nwk Ta l k i n g a b o u t the

p a s t p.48U s i n g t he p as t t e n s e P a s t S i m p l e

When did they launch the network?

T i m e e x p r e s s i o n s

yesterday

Networking s i t e s

3Network r a n g e ands p e e d p.50

Ta l k i n g a b o u t network c a p a b i l i t i e s Network termin ology

S p e e d s a n d r a n g e s

B u s i n e s s m a t t er s p.51

F a u l t

d i a g n o s i s p.52U n d e r s t a n d i n g f a u l t s T h e p r e s e n t p e r f e c t

H a s (s)he switched off the computer?F a u l t d i a g n o s i s : q u e s t i o n sa n d a n s w e r s

ip

S o f t w a r e

r e p a i r p.54

Fi l l ing i n s e r v i c e r e p o r t s F a u l t d i a g n o s i s q u e s t i o n s

P o s s i b l e s o l u t i o n s

l

Ts

H a r d w a r er e p a i r p.56

U s i n g t o o l k i t s a n d m a k i n g r e p a i r s E x p l a i n i n g th e u s e of s o m e t h i n g

We use tweezers to hold small objects

To o l k i t s


i_3 C u s t o m e r

s e r v i c e p.58P h o n e c a l l s


a

S e c u r i t ys o l u t i o n s p.60

D e s c r i b i n g s e c u r i t y s o l u t i o n s E x p r e s s i n g p o s s i b i l i t y

Yo u may have a virus on the computer.

Ty p e s of s ec u r i t y t h r e a t sS e c u r it y s y s t e m s

a

sat

Wo r k s t a t i o n h e a l t h

a n d s a f e t y p.62Identifying a s a f e w o r k i n ge n v i r o n m e n t

•

should/shouldn't O ff i c e r u l e s

s

yS e c u r i t yp r o c e d u r e s p.64

E x p l a i n i n g network a n d s y s t e ms e c u r i t y

E x p r e s s i n g prohibition

Vo u mustn't give your password to anyone.S e c u r i t y p r o c e d u r e s

U

8T

R e p o r t i n g

i n c i d e n t s p.66R e p o r t i n g a s ec u r i t y i n c i d e n t R e p o r t i n g p r o c e s s


P a r t n er f i l e s : S t u d e n t A p.68

A u d i o s c r i p t p.69

P a r t n e r f i l e s : S t u d e n t B p.78

Conten t s 3



Wo r k i n g i n t h eIT i n d u s t r y

• I n t r o d u c e y o u r s e l f a n d o t h e r s

• a s k 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

• t a l k about s c h e d u l e d t a s k s

• u s e t h e a l p h a b e t a n d s p e l l o u t w o r d s

M e e t i n g p e o p l e

S p e a k i n g H o w d o y o u g r e e t 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 s a y w h e n y o u g r e etp e o p l e i n E n g l i s h ?

R e a d i n g 2 C o m p l e t e t h e s e d i a l o g u e s w i t h t h e w o r d s i n t h e b o x .

a ll i s m e e t n a m e ' s N i c e th i s

t o o y o u W e lc o m e W h a t ' s

1 N a t a s h a : H i , m y ( 1 )K h a l i d : P l e a s e d t o (2 ) _N a t a s h a : P l e a s e d t o m e e t y o u , ( 3 ) .

2 P h i l i p : G o o d m o r n i n g . ( 4 )

N a t a s h a .y o u . I ' m K h a l i d A l i .

A h m e d : I ' m A h m e d . A n d (5 )f ' h i l i p : M y n a m e ' s P h i l i p . ( 6 ) .

. y o u r n a m e ?_ a r e ?

t o m e e t y o u .

H i e v e r y b o d y , ( 7 ) .H i

I n g r i d , t h i s ( 8 )

. i s I n g r i d .i m :A l l :

T i m :I n g r i d : N i c e m e e t i n g y o u ( 9 )L i n d a : L i k e w i s e .T i m : ( 1 0 ) t o t h e t e a m a n d g o o d l u ck .

. A h m e d , L i n d a , M o h a m m e d a n d M a n s o o r .

L i s t e n i n g

S p e a k i n g

3

4

5

L i s t e n a n d c h e c k y o u r a n s w e r s .

L i s t e n a g a i n a n d r e p e a t t h e d i a l o g u e s .

W o r k i n s m a l l g r o u p s . P r a c t i s e 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 b e l o w.

1 I n t r o d u c e y o u r s e l f .2 I n t r o d u c e a n e w t e a m m e m b e r .

1 Working i n th e IT indus t ry



L i s t e n i n g 6

L a n g u a g e

P r e s e n t t e n s e o f b e

K a t h r y n :K a r i m :

K a t h r y n :

K a r i m :

K a t h r y n

K a r i m :K a t h r y nK a r i m :

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 a n s w e r s .

K a r i m , w h a t d o y o u d o ?I 'm a ( 1 ) websi te developer/network administrator. W h o d o y o uw o r k f o r ?

w o r k f o r C I S C O . I ' m a ( 2 ) system analyst/we bsite analyst t h e r e .W h e r e a r e y o u f r o m , K a r i m ?

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 ft t h e r e . A n d w h e r e a r e y o uf r o m , K a t h r y n ?I ' m f r o m t h e ( 3 ) UK/US b u t n o w I l i v e i n Q a t a r . D o y o u k n o w w h e r eG l e n d a ' s f r o m ?She ' s f r o m t h e U S .A n d w h a t ' s h e r j o b ?Sh e w o r k s f o r ( 4 ) IBM/Dell . H e r j o b i s t o s e t u p n e w s y s t e m s .

We use b e to say who somebod y isor what something is. I m Sam. 1 am Sam.e use b e to say who somebod y isor what something is. Y ou re/W e re/They re from the UK. You/ We/They ar e from the UK.We use b e to say who somebod y isor what something is.

He s /She s a website developer. He/She is a website developer.

We use b e to say who somebod y isor what something is.

It s in the US. It is in the US.

We use b e to ask personalquestions.

Where ar e you from?e use b e to ask personalquestions. What s his name/job? What is his name/job?

7 B c X H L i s t e n a n d r e p e a t t h e s e w o r d s .

I 'm, You're, She's, He's , I t 's , We ' re , They're/Their

R e a d i n g 8 C o m p l e te t h i s e m a i l w i t h am , i s , a re , their, ou r o r m y.

Dear ColleaguesMy name (1) Jessica Martin and I (2) .leader. The IT Sup port team mem bers (3)

the IT Support teamMahmoud Al Banawy,

Eli Ibrahim and Guido Pitteri. Ma hm oud (4) our netw ork administrator.Eli and Gu ido (5) system mainte nance officers. (6) job is to

keep our system s going . (7) job is to supp ort yo u.(8) contac t num ber (9) 675 567 567.

Best regards

Jessica Martin

Writing 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 . In 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 ny o u r g r o u p .

S p e a k i n g 1 0 W o r k i n p a i r s . 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

a n d n a t i o n a l i t i e s .Example:

A : W h e r e a r e you from?B: I'm from ....

Wo r k i n g i t he IT i ndus t ry 1 5



J o b s i n ITS p e a k i n g 1 W o r k i n s m a l l g r o u p s . L i s t t h e I T j o b s y o u k n o w.

R e a d i n g 2 R e a d 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 te t h e d e s c r i p t i o n s 1 -4 w i t h t h e I T j o b s i nt h e b o x .

H i I'm S y l v i a . I c r e a t e u s e r n a m e s a n d

pa s s w o rd s and I s e t f irewa lls .

Th i s i s I s a b e l l e . H e r j o b i s t o p l an and de s ig n t h e

n e t w o r k . A n d t h i s i s A n d r e w. H i s j o b i s t o m a k e s u r e

a l l o f t h e c o m p u t e r s w o r k p r o p e r l y. F i na l ly, M a r k a n d

L a t i k a . T h e i r a r e a i s d a t a p r o c e s s i n g . We a l l w o r k f o r

t h e un i v e r s i t y . Our o f f i c e s a r e in bu i l d i ng & .

d a t a b a s e a n a l y s t

n e t w o r k a r c h i t e c t

IT su p p o r t o f f ic e r n e tw o rk adm in i s t r a t o r

1 S y l v i a i s a2 I s a b e l l e i s a3 A n d r e w i s a n4 M a r k a n d L a t i k a a r e

L a n g u a g e

P r e s e n t s i m p l e

We use the p r e s e n t s i m p l eto talk about routines andthings that are permanent orhappen all the time.

What do yo u do ? I m a programmer.


What does sh e do? She s a developer.We use the p r e s e n t s i m p l eto talk about routines andthings that are permanent orhappen all the time.

Where does sh e w ork? She works for IBM in Poland. She doesn t wo rk inEstonia.

We use the p r e s e n t s i m p l eto talk about routines andthings that are permanent orhappen all the time. Where do they w ork? They wo rk for Siemens in Egypt.


Do yo u work in IT? Yes, 1 d o /No 1 don t .

L i s t e n i n g 3 S t f jEH 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 j o b s . C o m p l e t e t h e s e j o bd e s c r i p t i o n s .

1 K a r lJ o b : s o f t w a r eR e s p o n s i b i l i t i e s : h e d e s i g n s a n d

2 H e b aJ o b : a n a l y s t

c o m p u t e r g a m e s .

R e s p o n s i b i l i t i e s : h e .3 Wo j t e k

J o b : d a t a b a s e

. c o m p u t e r p r o b l e m s .

R e s p o n s i b i l i t i e s : h e a n a l y s e s a n d . . e l e c t r o n i c d a t a .

6 1 Wo r k i n g i n t h e I T indus t ry



S p e a k i n g 4 W o r k i n p a i r s . 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 K a r l , H e b a a n d W o j t e k .

Example:

A : W hat does Karl do?

B.He's ....

L i s t e n i n g

A h m e d :B e t t y :A h m e d :M i l o :B e t t y :M i l o :B e t t y :M i l o :

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 .

W h e r e ( 1 ) y o u w o r k , B e t t y ?. y o u ?w o r k f o r D e l l i n D u b a i . W h a t ( 2 )

( 3 ) f o r H P i n B u d a p e s t . W h a t d o y o u ( 4 ) , M i l o ?. d e v e l o p e r . I w o r k ( 6 ) .

F r i d a ?I 'm a (5)M i l o , d o y o u ( 7 ) .Yes , I d o . W h a t d o y o u ( 8 ) t o k n o w ?W h e r e ( 9 ) s h e w o r k ?

. M i c r o s o f t i n P r a g u e .

S h e w o r k s w i t h ( 1 0 ) .( 11 )

. i n P r a g u e . S h e d e s i g n s w e b s i t e s f o r

A h m e d : I s e e. R i g h t , l e t ' s g o . T h e w o r k s h o p s t a r t s i n fiv e m i n u t e s .

6 L i s t e n a n d r e p e a t t h e s e q u e s t i o n s .

1 W h e r e d o y o u w o r k ?2 W h a t a b o u t y o u ?3 W h a t d o y o u d o ?4 W h a t d o y o u w a n t t o k n o w ?5 W h e r e d o e s s h e w o r k ?

Writing 7 W h a t is y o u r d r e a m j o b ? W r i t e a j o b d e s c r i p t i o n f o r t h e j o b o f y o u r c h o i c e .

J o b :

C o m p a n y to work fo r :

R e s p o n s i b i l i t i e s :

S p e a k i n g 8 Te l l t h e r e s t o f 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 . U s e y o u r n o t e s t o h e l p y o u .

Example: My dream job is . . . . I design/ solve/ana lyse .. ..

Wo r k i n g in the IT i ndus t ry



S c h e d u l e s

L i s t e n i n g L i s t e n t o t w o p e o p l e a t a n IT c o n f e r e n c e . C o m p l e t e t h i s d i a l o g u e .

P e n e l o p e :D o n :P e n e l o p e :D o n :P e n e l o p e :D o n :P e n e l o p e :D o n :P e n e l o p e :D o n :P e n e l o p e :

D o n :P e n e l o p e :D o n :

H i , D o n . ( 1 )I 'm ( 2 )

a r e y o u . 't h a n k s , P e n e l o p e . A n d y o u ?

I 'm O K . B i t t i r e d f r o m t h e f l i gh t .R i g h t .

( 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 t o d a y , D o n ?w a n t t o g o t o t h e C IS C O n e t w o r k s e c u r i t y w o r k s h o 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 ?I t ( 5 ) a t 9 . 1 5 .A n d ( 6 ) d o e s i t f i n i sh?I t ( 7 ) a t 4 . 0 0 i n t h e a f t e r n o o n .We l l , I (8 ) to 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 sw o r k s h o p . I t ( 9 ) a t 8 . 3 0 a m a n d ( 1 0 ) a t 6 .0 0 p mB u t t h e y h a v e t w o b r e a k s , a t 1 0 . 3 0 a n d 12 .45.T h a t ' s g o o d .H o p e y o u e n j o y y o u r s e s s i o n .Y o u t o o . Se e y o u a r o u n d .

L a n g u a g e

S c h e d u l e sWe u se ar with clock t ime s.

What time does it start/begin/finish/end ?

It s t a r ts a t 9.15. (nine fifteen quarter past nine)


It beg ins a t 8.30. (eight thirty/half past eight)

What time does it start/beg in/finish/end? It f in i shes a t 4.00. (four o'clock)ha t time does it start/begin/finish/end ?It ends a t 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 r e p e a t t h e s e t i m e s .

1 7 .05 5 4 .352 6 . 4 5 6 2 . 1 53 8 o ' c l o c k 7 1 2 o ' c l o c k

4 1 0 . 4 5 8 9 . 5 0



S p e a k i n g 4

L i s t e n a n d r e p e a t t h e s e s e n t e n c e s .

1 It finishes a t 5.00 .2 I t e n d s a t 8 .00 .3 I t s t a r t s a t 6 .00 .

W o r k i n p a i r s . 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 d a i l y s c h e d u l e a n d b r e a k s .M a k e n o t e s .

Example:

A : What t ime/When do you s tar t work?

B: I start at 8.00. What ab out you?

A : I beg in at... .

5 Te l l a n o t h e r p a i r a b o u t y o u r p a r t n e r ' s s c h e d u l e .

Example:.. . starts w ork at 8.00 and finishes at 4.00. She has a break at 1 2.00.

R e a d i n g 6 C o m p l e t e t h e s e s e n t e n c e s w i t h t h e w o r d s i n t h e b o x .

a t a t i n for f rom

w o r k i n a n o f f i c e ( 1 )( 3 ) S AP t h e r e . I s t a r t w o r k ( 4 )(5) 1 .30 an d finish a b o u t 5 . 0 0 .

D u b a i b u t I 'm (2 ) C a n a d a . I w o r k. 8 .15 , h a v e l u n c h i n a c a f e

/ I I 9

Writing 7 W r i t e t h r e e s e n t e n c e s 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 s c h e d u l e .

W ki g in the IT i d t 1 9



S p e l l i n g

S p e a k i n g W o r k i n s m a l l g r o u p s . L i s t t h e I T a c r o n y m s y o u k n o w .

HTML (HyperTex t Markup Language)HTML is a mark-up language used to

describe the structure of a web page.

FT P (File Transfer P rotocol) a standardnetwork protocol used to copy a file from onehost to another.

W L AN (Wireless Local Area Network) A typeof local-area network that useshigh-frequency radio wires to communicatebetween nodes.

L i s t e n i n g 2 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 o b , c a n y o u ( 1 ) m e , p l e a se ?Sure .

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 i t ( 2 ) f o r?L e t m e se e . 'W 3 ' . I ' m n o t s u re . M a y b e W W W , t h e Wo r l d W i d e We b .O K . W h a t d o e s P 2 P s t a n d f o r ?( 3 ) s t a n d s f o r p e r s o n - t o - p e r s o n .O K . W h a t d o e s I P ( 4 ) ?I t m e a n s 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 ) ' P r o t o c o l ' ?p - r - o - t - o - c - o - 1 .T h a n k s .Yo u ' r e w e l c o m e .

Z /zed / in BritishEnglish and /zee / inAmerican English.

L i s t e n t o t h e l e t t e r s a n d r e p e a t t h e m .a h j kb c d e g p t v zf I m n s x zi yoq u wr

S p e a k i n g 4 W o r k i n p a i r s . M a k e a l i s t o f a c r o n y m s .A s k a n d a n s w e r q u e s t i o n s .

Example:

A : Wh at does HTMLstand for /mean?

B: It stands for /means ....

10 1 Working in the IT indus t ry



B u s i n e s s m a t t e r s

Writing You a re a t 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 a s k s a l l t h e t r a in e e s t o c o m p l e t e t h ef o r m a n d i n t r o d u c e t h e m s e l v e s . C o m p l e t e t h i s f o r m a b o u t y o u r s e l f .

P a r t i c i p a n t Information

Name: Date :

DOB: Place of res idence :

C on tac t : Phone Email

Interests:

IT job you want and why:

2 W o r k i n p a i r s . S w a p y o u r p r o f i le s 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 a n e m a i l m e s s a g e 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 es i n t h e c o m p a n yu s i n g t h e p r o f i l e 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 .

Yo u a r e a n e w e m p l o y e e i n a c o m p a n y . Yo u r p o s i t i o n is a n e t w o r k

a d m i n i s t r a t o r . Yo u a r e r e s p o n s i b l e f o r s e t t i n g u p f i r e w a l l s , s e c u r i t y l e v e l s ,

w i r e l es s c o n n e c t i o n , u s e r n a m e s a n d p a s s w o r d s .

S p e a k i n g 4 Wo r k i n p a i r s . S t u d e n t A : y o u a r e t h e I T h e l p d e s k 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 p a g e 6 8 . S t u d e n t B : y o u a r e S h a r i f a . T u r n t o p a g e 7 8 . C o m p l e t e t h e t a s k .S w a p t h e r o l e s .

D e a r M r s M a h m o u d ,

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 ot h e c om p an y 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 gs e s s i o n f o r m e? 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 dt o c o m e 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 et r a i n i n g ? T h a n k y o u v e r y m u c h f o r y o u r h e l p .

S h a r i f a

Working in the IT industry I 1 11



r O m n i l t P r * make compar i sons

V > W i l l U L V / i • t a l k about w h a t i s h a p p e n i n g n o w

• • t a l k about a b i l i t y a n d n e c e s s i t y

o y o l d l l o • t a l k about obl igat ions


S p e a k i n g Wo r k i n s m a l l g r o u p s . M a k e a l i s t o f a l l t h e c o m p u t e r h a r d w a r e y o u u s e i n y o u rw o r k o r s t u d y.

Vo c a b u l a r y 2 L a b e l 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 - 1 1 .

1 m o n i t o r2 c a s e3 m o t h e r b o a r d

4 C P U ( C e n t r a l P r o c e s s i n g Un i to r P r o c e s s o r )

5 m a i n m e m o r y ( R A M )

6 e x p a n s i o n c a r d s ( v i d e o , g r a p h i c )7 p o w e r s u p p l y u n i t

8 o p t i c a l d i s k d r i v e

9 h a r d d i s k d r i v e1 0 k e y b o a r d11 m o u s e

L i s t e n i n g 3 s M. L i s t e n t o t w o c o l l ea g u e s a n d c o m p l e t e t h i s d i a l o g u e .

B o b : W h a t d o y o u t h i n k ? W h i c h ( 1 ) i s b e t t e r f o r t h e s a l e s t e a m ?D a i s y : I ' m n o t s u r e . T h i s c o m p u t e r h a s a ( 2 ) m e m o r y a n d I t h i n k i t

h a s a ( 3 ) p r o c e s s o r.B o b : A n d t h e o t h e r o n e ?Dais y : W el l , i t i s (4 )B o b : A n d ( 5 )

D a i s y : Ye s, 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 o b : B u t t h e b i g g e r o n e i s ( 6 )D a i s y : So w h a t i s o u r d e c i s i o n ?B o b : I ' m n o t s u r e . L e t ' s g o f o r a c o f f e e a n d d i s c u s s t h i s a g a i n .

2 Com puter sys tems



L a n g u a g e

C o m p a r a t i v e sth ings .

For short adjectives w e a dd -er( than). Be careful of spelling.

big bigger Th e new monitor was b igger than the old monitor.For short adjectives w e a dd -er( than). Be careful of spelling.

fast faster Your processor is fas te r than mine.or short adjectives we add -er

( than). Be careful of spelling.

easy easier It's easier to use than the other one.

For long adjectives w e usemore/less ( than).

difficultmore/lessdi ff icu l t

This version is more d i ff icu l t to use than the oldversion.

For long adjectives w e usemore/less ( than).

expensivemore/lessexpens ive

His computer is less expens ive than hers.or long adjectives we use

more/less ( than).

reliablemore/lessrel iable

1 think you s hould buy that CP U. It is mor e re l iab lethan the one you have.

Some comparatives are irregular.

bad worse That screen resolution is much w o r s e than before

Some comparatives are irregular.good better

1 really like this mouse. It's so much better than theold one.

R e a d i n g

M a k e t h e c o m p a r a t i ve f o r m o f t h e s e a d j e c t i v e s .

Example: long longer

l i gh t234567 d a r k

8 s o f t9 h a r d10 d u r a b l e .

e f f i c i e n t .l o n gw i d eh e a v yfas t

5 B E I Q I L i s t e n a n d c h e c k y o u r a n s w e r s .

6 L i s t e n a g a i n a n d r e p e a t t h e w o r d s .

7 R e a d 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 s e n t e n c e s u s i n g c o m p a r a t i v e s .

Example: Th e Corsair is longer than th e Imation b u t s l immer.

C o r s a i r F l a s h S u r v i v o r G T 8 G B

8 G B

R e a d a t 3 4 M B / S

/ M ' / Write at 2 8 M B / S

/ / 3.25 x 0 .75

/ f isr / Aluminium

/ / 256-bit A E S

J *3r / S W encryption

m t S M Te n y e a r warranty

P r i c e £ 2 5

Imation C l i p F l a s h D r i v e 4 G B

4 G B

R e a d a t 1 5 M B / S

Write a t 9 M B / s

2.95 x 1.14

P l a s t i c

No data encryption

F i v e y e a r warranty

P r i c e £ 1 0

Writing 8 W o r k i n p a i r s . W r i t e a n e m a i l t o a c o l l e a g u e 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 .

C o m p u t e r s y s t e m s 2 13



C o m p u t e r s o f t w a r e

S p e a k i n g W o r k i n s m a l l g r o u p s . M a k e a l i s t o f a l l t h e c o m p u t e r s o f t w a r e y o u u s e i n y o u rw o r k o r s t u d y. T h i n k a b o u t :

• a p p l i c a t i o n s o f t w a r e• p r o g r a m m i n g s o f t w a r e

• s y s t e m s o f t w a r e

2 M a k e a l i s t o f t h e c o m p u t e r s o f t w a r e y o u r n o n - I T c o l l e a g u e s u s e .

L a n g u a g e

S u p e r l a t i v e s

We use superlat ive adjectives to compare a person or thing with a number of other people or things.

For short adjectives we addthe + -est . Be careful of spelling.

big bigges t The new monitor was the b igges t inthe room.

For short adjectives we addthe + -est . Be careful of spelling. fast fas tes t

Your version of the software isthe fas tes t .

For short adjectives we addthe + -est . Be careful of spelling.

easy easiest It's the eas ies t to use.

For long adjectives we usetrie mos t / the leas t .

difficult the mos t / leas t d i ff icu l tThis version is the most d i ff icu l tto use.

For long adjectives we usetrie mos t / the leas t .

expensive the mos t / leas t expens ive His computer is the leas t expens ive .or long adjectives we use

trie mos t / the leas t .

reliable the mos t / leas t re l iab le1 think you should buy that. It is them o s t reliable.

Some superlatives are irregular.bad t h e w o r s t That i s t he w o r s t software I'veever used

Some superlatives are irregular.

good th e best1 really like this website. It's th e bestI've seen.

S p e a k i n g 3 W o r k i n s m a l l g r o u p s . Ta l k 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 n o n - I T c o l l e a g u e suse . A n s w e r t h e s e q u e s t i o n s .

1 W h a t a r e t h e d i f f e r en c e s b e t w e e n t h e I T a n d n o n - I T s o f t w a r e y o u h a v e l i s t e d ?2 W h i c h i s t h e c h e a p e s t ?3 W h i c h i s t h e m o s t e x p e n s i v e ?4 W h i c h i s t h e m o s t / l e a s t r e l i a b l e ?5 W h i c h i s t h e m o s t d i f f i c u l t / e a s i e s t t o u s e ?6 W h i c h i s t h e b e s t / w o r s t ?7 W h i c h i s t h e m o s t / l e a s t u s e r - f r i e n d l y ?

14 2 Com puter sys tems



L i s t e n i n g 4 B L i s t e n t o t w o c o l l ea g u e s 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 d i a l o g u e .

T i m :

S i m o n e :

W h a t d o y o u t h i n k a b o u t t h e s e t h r e e p h o t o im a g i n gp a c k a g e s ?I t ' 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 a r e v e r y g o o d b u t t h e yh a v e d i f f e r e n t s t r e n g t h s .

a g r e e .Ser i f I m a g e P l u s h a s ( 1 ) i m a g e ( 2 )O K .B u t M a g i c E x t r e m e h a s t h e ( 3 )p r o c e s s i n g o f i m a g e s .Yo u ' r e r i g h t . A l s o , S e r if h a s ( 4 ) s p e c i a l( 5 ) B u t w h a t a b o u t S n a p P r o?We l l , i t h a s t h e ( 6 ) . d u b b i n g o p t i o n s .A n d S n a p P r o i s t h e b e s t f o r ( 7 )I ' m n o t s u r e . S e r i f h a s ( 8 )( 9 )

W h i c h i s t h e m o s t e x p e n s i v e ?O h , S e r i f I m a g e P l u s .A n d t h e c h e a p e s t ?S n a p P r o .L e t ' s g e t S n a p P r o t h e n .I ' m s t i l l n o t s u r e

p h o t o s .e f f i c i e n t

Presen t t ense o f have (got)

I ve/You ve/W e ve/They ve (got)... I/You/We/They hav e (got ) ...

He s /She s /It s (got)... He/She/It has (got) ...

I/You/We/They haven t (got ) ... I/You/We/They have not (got) . ..

He/She/It hasn t (got)... He/She/It has no t (got)...

We use have (got) totalk about possess ion.

I/You/We/They don t have... I/You/We/They do not have ...We use have (got) totalk about possess ion.

He/She/It does n t have... He/She/It does not have .. .e use have (got) totalk about possess ion.

Have 1 you/we/they got...?

Has he/she/it got...?

Do l/you/we/they have...?

Does he/she/it have...?

L i s t e n i n g 5 I K J U 3 I L i s t e n a n d r e p e a t th e s e s e n t e n c e s .

1 We've g o t t h e b e s t s o f t w a r e .2 D o e s i t h a v e t h e m o s t r e l i a b l e a n t i - v i r u s s o f t w a r e ?3 S h e h a s t h e c h e a p e s t c o m p u t e r .4 T h e y h a v e n ' t g o t t h e l a t e s t v e r s i o n .5 D o y o u h a v e t h e f a s t e s t p r o c e s s o r ?6 H a s i t g o t W i n d o w s ?7 T h e y h a v e t h e l a t e s t s o f t w a r e .

8 I t h a s t h e b i g g e s t s c r e e n .Writing 6 W o r k i n p a i r s . Wr i t e fiv e s e n t e n c e s c o m p a r i n g t h r e e

s o f t w a r e p r o d u c t s y o u u s e o r k n o w .

Computer sys tems 2 15



Wo r k i n g w i t h c o m p u t e r s

L i s t e n i n g 1

P a u l :B r i n i t h a :

P a u l :

B r i n i t h a :P a u l :B r i n i t h a :




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 .

H i , B r i n i t h a .H i , P a u l .H o w ' s i t ( 1 ) ?

F ine , f i ne .W h a t ( 2 )O h , 1 ( 4 )

- y o u ( 3 )N e r o .

. a t t h e m o m e n t ?

H o w a r e y o u g e t t i n g o n ?We l l , I ( 5 ) a n e t w o r k . I ( 6 ) M i c r o s o f t Se rver.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 i s on a t r a i n i n g c o u r s e t o d a y . S h e ( 7 ) a b o u t t h en e w d a t a b a s e s y s t e m .W h a t a b o u t M a r y a n d I m r a n ? W h e r e a r e t h e y ?T h e y ( 8 ) i n t o d a y. T h e y h a v e a da y o ff .

L a n g u a g e

P r e s e n t c o n t i n u o u s

We use the p r e s e n t c o n t i n u o u s to talk

about things that take place at the time ofspeaking and are not permanent.

I m installing the software.

He s/She s se t t ing up a network.

We re/They re work ing at home today.

I m not se t t ing up the network.

He s /She s not installing the software.

We/They aren t c o min g in today.

A re you installing it now?

What am I d o i n g ?

What are you/they d o i n g ?

What is he/she d o i n g ?

2 C o m p l e t e t h e s e s e n t e n c e s w i t h is/isn't, am/am not, are/aren't.

1 I t g o i n g w e l l .2 I l e a r n i n g a n e w p r o g r a m .3 S he w o r k i n g i n t h e o f f i c e t od ay . She has a da y o ff .4 T h e y i n s t a l l i n g t h e n e w s o f t w a r e .5 We s e t t i n g u p t h e n e t w o r k .6 We u s i n g W o r d . We h a v e a d i f f e re n t w o r d - p r o c e s s i n g p r o g r a m .7 W h e r e t h e y w o r k i n g t o d a y ?8 W h a t h e i n s t a l l i n g o n t h e c o m p u t e r ?9 I c o m i n g i n t o d a y . I ' m s i c k .1 0 s h e w o r k i n g a t h o m e t o d a y ?



Vo c a b u l a r y 3 M a t c h t h e s e n t e n c e h a l v e s 1 -8 t o a - h .

L i s t e n i n g 4

H a n k a i s c r e a t i n gP h i l i p i s i n s e r t i n g a nR o b i s t r o u b l e s h o o t i n gWe a r e r u n n i n g

B e t t y i s c o n n e c t i n g

T h e y a r e b u r n i n g

a ) t h e s o f t w a r e .b ) a c h e c k - u p .c ) a f i le .d ) a d e v i c e .e ) C D s .f ) i m a g e .

f X H L i s t e n a n d r e p e a t t h e s e s e n t e n c e s .

W h a t a r e y o u d o i n g n o w ?A r e t h e y s e t t i n g u p t h e n e t w o r k ?S h e ' s w o r k i n g a t h o m e t o d a y.I 'm n o t i n s t a l l i n g t h e s o f t w a r e .We ' r e n o t u s i n g W o r d .

S p e a k i n g 5 L o o k a t t h e p i c t u r e s A - F. D e s c r i b e w h a t i s h a p p e n i n g .

Example: He is moving ...

6 W o r k i n p a i r s o r s m a l l g r o u p s . Ta l k a b o u t w h a t y o u a r e d o i n g a t t h e m o m e n t i ny o u r w o r k o r s t u d y.

Wr i t i n g 7 W r i t e t h r e e s e n t e n c e s s a y i n g w h a t y o u a n d y o u r c o l l e g u e s a r e d o i n g a t t h em o m e n t i n y o u r w o r k o r s t u d y.

Computer sys tems 2 17



C o m p u t e r u s a g e

R e a d i n g R e a d w h a t B e n s a y s a b o u t c o m p u t e r u s a g e i n h i s o f f i c e . A n s w e r t h e q u e s t i o n s .

1 W h a t m u s t B e n d o ?2 W h a t c a n B e n d o ?3 W h a t c a n ' t B e n d o ?

4 C a n h e o p e n a n y w e b s i t e ?5 W h y i s 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 d o s a n d d o n ' t s ?

d o n ' t h a v e t o b a c k ^ \

u p f i l e s e v e r y d a y -

t h a t ' s a u t o m a t i c .

I have t o log in us ingm y u s e r n a m e a n d

p a s s w o r d .

S p e a k i n g 2 M a k e a l i s t o f c o m p u t e r u s a g e 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 l i s t w i t ht h e g r o u p .

L a n g u a g e

mus t , mus tn t , can , can t , don t have to

We use m u s t and m u s t n t for obligations.You m u s t come to work on time.

We use m u s t and m u s t n t for obligations.You m u s t n t be late.

We use c a n a nd can t for possibility and ability. He c an use Word but he can t us e Excel.

We use h a v e to for something that is necessary. 1 have to log in using my passwo rd.We use d o n t h a v e t o for something that is not necessary. We d o n t h a v e t o work at the weekend.

Writing 3 W r i t e a n e m a i l t o a c o l l e a g u e a b o u t y o u r s e l f u s i n g must , mustn ' t , can , can't , have

to, don ' t have to.

18 2 Com puter sys tems




S p e a k i n g A c o m p a n y a s k s 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 nf o r t h e i r s a l e s t e a m . I n 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 . U se t h e o f f i c ef l o o r 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 ka b o u t t h e s e t h i n g s :

1 T h e r e a r e s i x p e o p l e i n t h e s a l e s t e a m .2 F i v e p e o p l e a r e o u t o f t h e o f f i c e f o u r d a y s o f t h e w e e k .3 O n e p e r s o n i s i n t h e o f f i c e a l l t h e t i m e - t h e t e a m a d m i n a s s i s t a n t .4 E m p l o y e e s n e e d 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 E m p l o y e e s p r i n t , s c a n a n d c o p y.6 C o m p a n y a n d c l i e n t d a t a m u s t b e s t o r e d o n a s e p a r a t e d e v i c e a n d b a c k e d

u p r e g u l a r l y.

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2 M a k e 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 . C h o o s e t h e b e s t c o m p u t e rc o n f i g u r a t i o n .

Example: We recommend this configuration. You have .. . . /It has . . ..

Writing 3 W r i t e a s h o r t e m a i l t ot h e I T m a n a g er w i t hy o u r r e c o m m e n d a t i o n s .

C om p u te r sy s t e ms 2 19



We b s i t e s• d i s c u s s t h e p u r p o s e o f w e b s i t e s

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S p e a k i n g W h i c h w e b s i te s d o y o uu s e i n y o u r w o r k a n ds t u d y ? M a k e a l i s t a n ds h a r e i t w i t h a p a r t n e r .D o y o u u s e t h e s a m e s i t e s ?

R e a d i n g 2 R e a d t h i s t e x t a b o u t d i f f e r e n t t y p e s o f w e b s i t e . A n s w e r t h e s e q u e s t i o n s .

T Y P E S O F W E B S I T E - A G U I D E F O R W E B S I T E D E S I G N S

The purpose of an organisa t iona l webs i te i s to inform about an idea or

event . Companies develop commerc ia l webs i tes to se l l p roducts or serv ices .

Enter ta inment webs i tes a re des igned to en ter ta in or provide fun ac t iv i t ies .

People v is i t news webs i tes to obta in informat ion . The purpose of a personal

web s i te i s to provide informat ion abou t an indiv idual . Soc ia l ne tworking

webs i tes he lp people to exchange personal informat ion . Educat iona l webs i tes

a im to share knowledge and enable onl ine learn ing .

1 W h y d o p e o p l e v i s i t o r g a n i s a t i o n a l w e b s i t e s ?2 W h y d o p e o p l e v i s i t c o m p a n y w e b s i t es ?3 W h y d o p e o p l e v i s i t e n t e r t a i n m e n t w e b s i t e s ?4 W h y d o p e o p l e v i s i t n e w s w e b s i t e s ?

Vo c a b u l a r y 3 C o m p l e t e t h e s e s e n t e n c e s a b o u t t h e p u r p o s e o f w e b s i t es w i t h t h e w o r d s i nt h e b o x .

o f fe r p r a c t i s e p r e s e n t p r o m o t e r e a d s e l l s h a r e

Example: T h e purpose o f Nationalgeographic.com i s to present information ontopics.

1 P e o p l e v i s i t C N N . c o m t o i n t e r n a t i o n a l n e w s .2 S o m e w e b s i t e s w a n t t o a s e r v i c e .3 C o m p a n i e s u s e A m a z o n . c o m t o t h e i r p r o d u c t s .4 T h e g r e e n s h o p p i n g g u i d e . c o . u kw a n t s t o e n v i r o n m e n t a l l y

f r i e n d l y s h o p p i n g .5 S t u d e n t s v i s i t M a t h . c o m t o t h e i r m a t h s .6 E n g l i s h 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 r e s o u r c e s .

http://nationalgeographic.com/


http://cnn.com/

http://cnn.com/

http://thegreenshoppingguide.co.uk/

http://math.com/

http://math.com/

http://eltforum.com/



http://math.com/

http://thegreenshoppingguide.co.uk/

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L a n g u a g e

Q u e st i o n w o r d s (1)

We use which to ask about things. We canuse 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 w hy to ask the reason for something.Wh y 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.

L i s t e n i n g K m L i s t e n a n d r e p e a t th e s e q u e s t i o n s .

1 W h i c h w e b s i t e s d o y o u u s e?2 W h y d o y o u u s e W i k i p e d i a ?3 W h a t d o y o u u s e C N N f o r ?4 W h e n d o e s s h e u s e C N N ?

S p e a k i n g 5 W o r k i n p a i r s . U s e 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 a sk a n d a n s w e r q u e s t i o n s .

Example:

A : Which websites do you use?

B: I use .. ..

6 G o a r o u n d t h e c l a s s a n d a s k f i v e 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 ta n d u s e a t h o m e . W r i t e d o w n a w e b s i t e f o r e a c h o f t h e f o u r h e a d i n g s 1 -4 i nt h e t a b l e .

Interviewee n a m eInterviewee u s e s t h e s e w e b s i t e s t o :

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a)

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7 P r e s e n t 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 a re t h e m o s t p o p u l a rw e b s i t e s f o r e a c h h e a d i n g ?

Websites 3 21



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R e a d i n g 2 W h i c h i t e m s o f 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 a n s w e r t h e s e q u e s t i o n s ?

Example:

A : Whe re do you f ind information about the web si te 's vis i tors?

B: In 'Visitors Overview '.

1 W h e r e c a n y o u f i n d o u t h o w m a n y p e o p l e v i s i t t h e w e b s i t e ?2 W h e r e c a n y o u se e w h a t p e r c e n t a g e o f p e o p l e v i e w o n l y o n e p a g e o n

t h e w e b s i t e ?

3 W h e r e d o y o u f i n d 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 w e b s i t e ?4 W h e r e d o y o u se e h o w m a n y p e o p l e s e a r c h e d f o r ' g o t a p p s ' t o find t h e w e b s i t e ?

L i s t e n i n g 3

S a r a h :G e o r g e :S a r a h :

G e o r g e :S a r a h :G e o r g e :S a r a h :G e o r g e :S a r a h :

G e o r g e :S a r a h :

L i s t e n t o S a r a h a n d G e o r g e . C o m p l e t e t h i s d i a l o g u e .

G e o r g e , 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 w e b s i t e .O K , w h a t d o y o u n e e d to (2) ?We 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 ( 3 ) , y o u k n o we x t e r n a l v i s i t s t o o u r w e b s i t e .OK.( 4 ) y o u d o a r e p o r t f o r m e ?S u r e . ( 5 ) d o y o u n e e d i t by?E r, t o m o r r o w m o r n i n g , I ' m ( 6 ) I t ' s f o r t h e fin an ce d i r e c t o rO K , w h a t d o y o u n e e d t o k n o w ( 7 ) ?We l l , t h e ( 8 ) o f v i s i t o r s t o o u r w e b s i t e l a s t m o n t h , t h e i rm o v e m e n t s a n d a c t i o n s 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 ) d o t h a t .T h a n k s v e r y ( 1 0 ) i n d e e d .

Vo c a b u l a r y 4 M a t c h t h e w e b s i t e a n a l y s i s 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 t r a f f i c

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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 s i t ea r e f r o m

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 w e b s i t e

c ) i n f o r m a t i o n a b o u t a u s e r a n d t h e s i t es t h e y b r o w s ed ) i n c r e a s i n g t h e n u m b e r o f v i s i t o r s t o y o u r s i t ee ) 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 s i t e

22 3 Websites

http://mysite.com/

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L a n g u a g e

Q u e s t i o n w o r d s ( 2 )

We use h o w m u c h /h o w m a n y to ask about quantity.

H o w m a n y people visit our website every day?About 20,000.

We use h o w m u c h /h o w m a n y to ask about quantity.H o w m a n y hits do we get each month?

About 40,000.

We use where to ask about places.

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 h ow + adjective/adverb to ask aboutdegree.

How of ten do people visit our website?At least once a day.

L i s t e n i n g 5 B l j E O i L i s t e n a n d r e p e a t t h e s e q u e s t i o n s .

1 H o w m a n y p e o p l e v i s i t t h e s i t e ?

2 W h e r e d o t h e y g o o n t h e w e b s i t e ?3 H o w l o n g d o t h e y s p e n d o n t h e w e b s i t e ?

L a n g u a g e

L a rg e n u m b e r s

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 s a y t h e s e n u m b e r s ?

30 ,000700 ,00010 ,000 ,000100 ,00080 ,000


S p e a k i n g 8 W o r k i n p a i r s . Y o u 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 sa b o u t w e b s i t e v i s i t s .

S t u d e n t A : T u r n t o p a g e 6 8S t u d e n t B : T u r n t o p a g e 7 8

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S p e a k i n g 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 a t h o m e o r a t w o r k . U se t h e w o r d s i n t h eL a n g u a g e b o x b e l o w.

Example: Sending an email .

First, click on 'New em ail ' . After tha t.. .

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R e a d i n g 2 C o m p l e te 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 b o x .

Afte r t h a t F ina l ly F i rs t N e x t S e c o n d l y T h e n Th i rd ly

T h e s t e p s i n w e b s i t e development

(i) , d i s c u s s w i t h t h e c u s t o m e r t h e i r r e q u i r e m e n t s a n d t h et a r g e t a u d i e n c e . F i n d o u t w h a t fe a t u re s a n d n u m b e r o f p a g es t h e y w a n t o nt h e i r s i t e . ( 2 ) , a n a l y s e 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 ) , c r e a t e a w e b s i t e s p e c i f i c a t i o n . ( 4 ) d e s i g n a n dd e v e l o p t h e w e b s i t e . ( 5 ) , a s s i g n a s p e c i a l i s t t o w r i t e t h e w e b s i t ec o n t e n t . ( 6 ) g i v e t h e p r o j e c t t o p r o g r a m m e r s f o r H T M L c o d i n g .( 7 ) , t e s t t h e w e b s i t e .

A f t e r 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 a n o n g o i n g b a s i s .M o n i t o r c u s t o m e r u s e .

3 W o r k i n p a i r s . C o m p l e t e t h e flo wc ha rt 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 p r o c e s

1 Ta lk to c u s t o m e r 3

S p e a k i n g 4 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 p r o c e s s t o a n o t h e r p a i r i n y o u r o w n w o r d s .

24 3 Websites



R e a d i n g 5 L o o k a t 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 t h e s e q u e s t i o n s .

1 W h a t a r e t h e w e b s i t e s ?2 D o y o u u s e t h e s e w e b s i t e s ? W h y / W h y n o t ?3 W h a t i s t h e p u r p o s e o f e a c h w e b s i t e : s e l l , i n f o r m , s h a r e , e d u c a t e ?4 W h a t a r e t h e m a i n f e a t u r e s o f e a c h w e b s i t e ?5 T h i n k o f t w o m o r e w e b s i t e s t h a t h a v e t h e s a m e p u r p o s e . A r e t h e y d i f f e r e n t

t o t h e o n e s b e l o w ? W h y ?

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Writing 6 Yo u a r e t h e o w n e r o f a c o m p a n y t h a t n e e d s a n e w w e b s i t e . M a k e a l i s t o f t h i n g st h a t y o u n ee d / w o u l d l i k e f o r 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 .

• W h a t i s t h e n a m e o f y o u r c o m p a n y ?• W h a t i s t h e b u s i n e s s t y p e ?• W h a t i s t h e p u r p o s e o f y o u r w e b s i t e ?

S p e a k i n g 7 W o r k i n p a i r s . S t u d e n t A i s t h e w e b s i t e d e v e l o p e r . S t u d e n t B i s t h e c u s t o m e r .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 w e b s i t e r e q u i r e m e n t s . S w a p r o l es .

Example:

A : Wh at i s the name of your company?B: It's called/Its nam e is . . . .

Websites

http://ft.com/

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T h e b e s t w e b s i t e s

Vo c a b u l a r y W h a t a r e y o u r f a v o u r i t e w e b s i t e s ? W h y ? U s e 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 et h e m .

beau t i fu l w e l l - d e s i g n e d e a s y - t o - u s e / n a v i g a t e c l e a r r e l ia b l e

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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.

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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 l i k e a n d d i s l i k e a b o u t d i f f e r en t w e b s i t e s .

Example: I really like the look of the Nickelodeon websi te . It ha s .. . .

S p e a k i n g 3 W h a t a r e t h e t r e n d s i n w e b s i t e d e s ig n ? D i s c u s s w i t h t h e g r o u p .

Example: Websi tes use more video now.




R e a d i n gYo u a r e a w e b s i t e d e s i g n e r . R e a d 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 t h e s e q u e s t i o n s .

• W h a t i s t h e b u s i n e s s t y p e ?• W h a t i s t h e p u r p o s e o f t h e w e b s i t e : s e l l , i n f o r m , s h a r e , e d u c a t e ?• W h o a r e t h e w e b s i t e u s e r s ? W h e r e a r e t h e w e b s i t e u s e r s ?

• W h a t a r e t h e f e a t u r e s o f t h e w e b s i t e ?

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T h e w e b s i t e u s e r s a r e y o u n g a d u l t s

al l a r o u n d t h e w o r l d . T h e w e b s i t e

n e e d s t o h a v e t h e s e f e a t u r e s : g o o di n t e r a c t i v i t y, a u d i o a n d fa s t d o w n l o a d

t im e s .

Writing 2 I n p a i r s , w r i t e a p r o p o s a l f o r L e a r n i n g N o w L t d ' s w e b s i t e . U s e y o u r

f r o m 1 a n d t h e t e m p l a t e b e l o w t o h e l p y o u .

a n s w e r s

Proposal No . 2011/32154

Customer:

Subject :

Purpose:

Users:

Features:

Proposal presented by:

Date:

Business act ivi ty:

S p e a k i n g 3 P r e s e n t 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



4 D a t a b a s e s• t a l k a b o u t d a t a b a s e s

• t a l k a b o u t d a t a p r o c e s s i n g

• a s k for a n d g i v e a d v i c e

• t a l k a b o u t c o m p a n y d e p a r t m e n t s

D a t a b a s e b a s i c s

S p e a k i n g W h a t d a t a b a s e p r o d u c t s d o y o u k n o w a n d u s e at w o r k a n d a t h o m e ?

L i s t e n i n g 2 b E Z H L i s t e n t o t w o c o l l e a g u e s a t a b o o k c o m p a n y . C h r i s n e e d s s o m ei 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 d a t a b as e . C o m p l e t e t h i s d i a l o g u e .

C h r i s : T i m , (1)_ . y o u h e l p me

T i m :C h r i s :

T i m :C h r i s :

T i m :C h r i s :T i m :

C h r i s :T i m :C h r i s :T i m :

C h r i s :T i m :

C h r i s :T i m :

C h r i s :

T i m :

a m o m e n t , p l e a s e ?S u r e. W h a t ' s t h e (2)_

n e e d s o m e (3)a b o u t a b o o k b u d g e t f r o m t h ed a t a b a s e .O K .B u t I d o n ' t k n o w h o w t o

( 4 ) i t .N o p r o b l e m .S o w h a t do I d o first?E n t e r y o u r n a m e a n d( 5 ) a n d p r e s s e n t e r .E r m ...

?Yo u h a v e go t a p a s s w o r d ?E r m , I c a n ' t (6) it.U s e m i n e . Ty p e i n t e v a n s ,t h a t ' s t - e - v - a - n - s , th e ns n a v e t . s - n - a - v - e - t .O K .N o w p r e s s E n t e r . Now w h a t ist h e n a m e of t h e b o o k ?Basic French.

O K . Ty 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 ) Now p r e s s F i n d .T h e r e it is . OK, b u d g e t . C l i c k( 9 ) P u b l i s h i n g a n ds c r o l l d o w n t o P l a n t c o s t s a n dc l i c k o n t h a t .

G o o d . T h e r e ' s t h e b u d g e t i n t h es e c o n d r o w. T h a n k s , T i m .N o p r o b l e m .

Tr a c k i n g R e s o u r c e D a t a b a s e

TRD: Product Data at your fingertipsTRD is the b u s i n e s s tool u s e d in the development and

management of products throughout their life c y c l e .

P l e a s e note the revised funct ion on als c r e e n s in TRD provides on s c r e e n guidance and inks

to useful u s e r s documentat ion

Tr a c k i n g R e s o u r c e D a t a b a s e

Pmfjti t Uttfl B a s i c F r e n c h

Budget

4 0 O O O

t M IO d.itf

10000 8000 +2 000

tfia

13000 12000 + 1 000Mil ium tfia 5000 0 +5 000. i H .m

rtg7000 1 000 +6 000

rtg 5000 6 000 -1 000

27 000 +13 000



L a n g u a g e

A s k i n g p e o p l e t o d o t h i n g s

We use c a n / c o u l d / w o u l d y o u + infinitive without towhen we ask somebody to do something for us.

Could y o u h el p me, please?Sure.


Please c o u l d y o u h el p ?No problem.


n you expla in what a database is, please?I'm afraid can't.


Please can you expla in what a database is?I'm sorry, 1 can't.


Would you expla in that, please?Could y o u c o m e b ac k a bit later? I'm busy right now.

•

O m ^ T ' f i l f L i s t e n a n d r e p e a t t h e s e q u e s t i o n s .

1 C o u l d y o u h e l p m e , p l e a s e ?2 P l e a s e c o u l d y o u h e l p m e ?3 W o u l d y o u h e l p m e w i t h t h i s s o f t w a r e ?4 P l e a s e 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 P l e a s e 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 ?

S p e a k i n g 4 W o r k i n p a i r s . 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 tu d e n t B : a n s w e ry e s o r n o a n d g i v e a r e a s o n w h y n o t ( if y o u r a n s w e r i s n o ) .

E x a m p l e : t y p e / n a m eCould y ou type in your name, please?

1 o p e n / w i n d o w2 t u r n u p / a i r c o n d i t i o n i n g

3 t u r n d o w n / m p 3 p l a y e r4 g i v e / y o u / p e n5 a n s w e r / p h o n e6 g i v e / p a s s w o r d

5 W o r k i n p a i r s . U s e t h e e x a m p l e o f a d a t a b a s e b e l o w to 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 d a t a b a s e i s . U s e t h e s e w o r d s : store, access, ge t , fields, columns, rows.

Example: A database is used to .. . . This is a . . . .

Fi r s t Name L a s t Name D e p a r t m e n t Ti t l e P h o n e ext .

John S m i t h Development Engineer 123

Jane Doe Finance Auditor 454

6 W h y d o p e o p l e a n d o r g a n i s a ti o n s u s e d a t a b a s e s ? D i s c u s s w i t h t h e g r o u p .

Example: They u s e databases to find out.. . .

29



D a t a p r o c e s s i n g

Vo c a b u l a r y M a t c h t h e h e a d i n g s 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 s t e p s a -f .

d a t a c o d i n g d a t a c o l l e c t i o n d a t a e n t r y d a t a s o r t i n g

d a t a t a b u l a t i o n d a t a v a l i d a t i o n

G a t h e r t h e r a w d a t a w h i c h y o u w a n t t o p r o c e s s . J \ 1 \

A r r a n g e a n d s y s t e m i s e t h e d a t a . •C l e a n t h e d a t a a n d d o u b l e - c h e c k f o r f a u lt s a n d i n c o n s i s t e n c i e s

E n t e r 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 s o t h a t i t c a n b e a n a l y s e d . ) •

C r e a t e c a t e g o r i e s t o o r g a n i s e t h e d a t a i n t o r e l e v a n t g r o u p s

2 P u t t h e d a t a p r o c e s s i n g s t e p s i n 1 i n t o t h e c o r r e c t o r d e r.

L i s t e n i n g 3 E ff L i s t e n t o a n I T 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 s t e p s t o a

c o l l e a g u e . C h e c k y o u r a n s w e r s 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 s tr e s s i n t h e s e n o u n s a n d v e r b s .

1 e n t r y2 c o l l e c t i o n3 t a b u l a t i o n

4 v a l i d a t i o n5 s o r t i n g6 c o d i n g

5 L i s t e n a g a i n a n d r e p e a t t h e w o r d s .

7 g a t h e r8 c r e a t e9 a r r a n g e

1 0 e n t e r11 d o u b l e - c h e c k1 2 f o r m a t



Vo c a b u l a r y 6 C o m p l e te t h e s e s e n t e n c e s w i t h t h e w o r d s i n t h e b o x .

a b o u t a t b e t w e e n for f rom i n into of to

Example: This database is used to store ou r financial information.

1 W h a t ' s t h e d i f f e r e n c e a d a t a b a s e a n d a s p r e a d s h e e t ?2 A d a t a b a s e i s s t o r i n g d a t a .3 T h e s c h o o l h a s i n f o r m a t i o n s t u d e n t s .4 C a n p e o p l e a c c e s s t h e s y s t e m t h e s a m e t i m e ?5 A d a t a b a s e i s a c o l l e c t i o n r e c o r d s .6 Y o u r e t r i e v e i n f o r m a t i o n t h e d a t a b a s e .7 Y n n e n t e r t h e r l a ta t h e s y s t e m8 W h i c h s o f t w a r e r l n y n n u s e y n u r w o r k ?

L a n g u a g e

Q u i c k q u e s t i o n s t o c h e c k u n d e r s t a n d i n g

We use these when we are making sure the otherperson understands the statemen t.

That's called collection. OK?


That's coding? Got tha t?e use these when we are making sure the otherperson understands the statemen t. That's tabulation. A l l r i gh t ?


We call that sorting. U nde r s tood ?

S p e a k i n g 7 W o r k i n p a i r s . E x p l a i n t h e d a t a p r o c e s s i n g s t e p s f r o m 1 i n y o u r o w n w o r d s .

8 L o o k a t t h e e x a m p l e s o f d a t a b a s e s o f t w a r e b e l o w . W h a t d a t a b a s e s o f t w a r e d oy o u k n o w ? W h a t i s i t u s e d fo r?



D a t a s t o r a g e a n d b a c k u p

Vo c a b u l a r y M a t c h t h e d a t a s t o r a g e 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.

W h a t o t h e r s o l u t i o n s a r e t h e r e ?

e x t e r n a l h a r d d r i v e h a r d d i s k m p 3 p l a y e r s e r v e r t he In t e rne t

usb f l a sh d r ive

0• •

R e a d i n g 2 R e a d t h i s a r t i c l e a b o u t d a t a s t o r a g e . C o m p l e t e t h e s e n t e n c e s w i t h t h e w o r d s i n

t h e b o x .

c l o u d c o n t e n t s e m e r g i n g e n c r y p t f l a s h l o s s m a g n e t i c

o f fs i te p r o t e c t s e c u r i t y t h e f t v o l u m e s

D a t a s t o r a g e

O n l i n e s t o r a g e i s a n ( 1 ) emerging m e t h o do f d a t a s t o r a g e a n d b a c k - u p . A r e m o t es e r v e r w i t h a n e t w o r k c o n n e c t i o n a n ds p e c i a l s o f t w a r e b a c k s u p fil es , f o l d e r s , o r

t h e e n t i r e ( 2 ) o f a h a r d d r i v e .T h e r e a re m a n y c o m p a n i e s t h a t p r o v i d e aw e b - b a s e d b a c k u p .

O n e ( 3 ) t e c h n o l o g y i n t h i sa r e a i s ( 4 ) c o m p u t i n g . T h i sa l l o w s c o l l e a g u e s i n a n o r g a n i s a t i o n t os h a r e r e s o u r c e s , s o f tw a r e a n d i n f o r m a t i o no v e r t h e I n t e r n e t .

C o n t i n u o u s b a c k u p a n d s t o r a g e o n ar 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 r i s k o f

da t a (5 ) a s a r e su l t o f f ir e, f l o odo r ( 6 ) R e m o t e d a t a s t o r a g e a n db a c k - u p p r o v i d e r s ( 7 ) t h e d a t aa n d s e t u p p a s s w o r d p r o t e c t i o n t o e n s u r em a x i m u m ( 8 )

S m a l l b u s i n e s s e s a n d i n d i v i d u a l sc h o o s e t o s a v e d a t a i n a m o r e t r a d i t i o n a lw a y. E x t e r n a l d r i v e s , d i s k s a n d ( 9 )( 1 0 ) m e m o r i e s , D V D s a n d h a r d d i s k s a r e c h e a p a n d w i d e l y a c c e s s i b l e s o l u t i o n s . T h e s e

. t a p e s a re v e r y p o p u l a r d a t a s t o r a g e s o l u t i o n s . U SB o r

m e t h o d s a r e v e r y p r a c t i c a l w i t h s m a l l ( 1 1 )n o t v e r y r e l i a b l e a n d d o n o t ( 1 2 )

o f d a t a s t o r a g e a n d b a c k u p . H o w e v e r, t h e y a r et h e u s e r i n c a s e o f a d i s a s t e r.

S p e a k i n g 3 W h a t s t o r a g e a n d b a c k u p s o l u t i o n s a re 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 d oy o u u s e m o s t o f t e n ?



L i s t e n i n g 4 S 2 E 3 j i L i s t e n a n d re p e a t t h e s e p h r a s e s .

1 e m e r g i n g t e c h n o l o g y2 c l o u d c o m p u t i n g3 d a t a s t o r a g e4 h a r d d r i v e5 e x t e r n a l d r i v e s

6 b a c k u p p r o v i d e r s£M L i s t e n t o t h i s d i a l o g u e . A c o l l e a g u e . T i m . is a s k i n g a n I T e x p e r t . S a n d y,

w h a t s t o r a g e d e v i c e t o b u y . 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 f a l s e ( F ) .

1 T i m n e e d s t h e s t o r a g e d e v i c e f o r w o r k .2 T i m w a n t s t o b a c k u p m u s i c a n d p h o t o s .3 S a n d y 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 .4 T i m c a n s p e n d $ 3 0 0 o n t h e s t o r a g e d e v i c e .5 S a n d y 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 f e a t u r e .

T / FT / FT / FT / FT / F

L a n g u a g e

n g f o r a n d g iving a d v i c e

We use sh ould /would + infinitive without to to giveadvice.

I/You/He/She/It/We/They sh ould /shouldn t ( sh ould no t ) .. ..


What s h o u l d 1 d o ?You s h o u l d b u y a flash drive.You s h o u l d n t g e t a server.

We use sh ould /would + infinitive without to to giveadvice.We use sh ould /would + infinitive without to to giveadvice.

I/You/He/She/It/We/They wou l d / wou l dn t (wo u ld not)....


What w o u l d you recommend?I d (would) r ecommend a flash drive.1 w ou ldn t ( wou ld no t ) recommend a server.

S p e a k i n g 6 W o r k i n p a i r s . P r a c t i s e a s k i n g f o r 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 f o r a s m a l lc o m p a n y . U s e t h e i n f o r m a t i o n i n 2 .

Example:

A : W h a t would you recommen d . .. ?B: I 'd recomm end . . .. /You should ....

33



D a t a b a s e s y s t e m b e n e f it s

S p e a k i n g

Vo c a b u l a r y

1

2

W h a t k i n d o f d a t a d o c o m p a n i e s c r e a t e, m a n i p u l a t e , s t o r e a n d r e t r i e v e ?

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 o f d a t a i t w o r k s w i t h a - h .

1 F i n a n c e

2 M a r k e t i n g

3 H u m a n r e s o u r c e s

4 C u s t o m e r r e l a t i o n s

5 P r o d u c t i o n

6 Te c h n i c a l s u p p o r t

7 S a l e s

8 S t o c k m a n a g e m e n t

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 n e e d s

b ) d a t a a b o u t p r o d u c t s p e c i f i c a t i o n ,d e t a i l s a n d d e s i g n

c ) d a t a a b o u t p r o f i t s , t a x , l o a n s , s h a r e sa n d c a s h

d ) d a t a a b o u t v o l u m e o f p r o d u c t s s o l de ) 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

s u r v e y s , p r o m o t i o n sf ) 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

a n d c o m p e t i t o r sg ) d a t a a b o u t q u a n t i t y o f p r o d u c t

i n s t o r a g eh ) i n f o r m a t i o n a b o u t t h e H e l p D e s k ,

s u p p o r t c a l l s , m a n u a l s , p r o b l e mr e p o r t s

L o o k a t t h e f o u r t y p e s o f 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

P a r t y P l a n n e r L t d d o e s ? 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 i d e n t i f y ?

Personal data:- CVs, job descriptions- employee personal data- training- holiday

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

S p e a k i n g 4 W o r k i n s m a l l g r o u p s . Ta l k a b o u t t h e a d v a n t a g e s a n d d i s a d v a n t a g e s o f ac o m p u t e r i s e d d a t a b a s e . P r e s e n t y o u r i d e a s t o t h e r e s t o f t h e g r o u p .

Example: There a re many advantages/disadvantages ....




R e a d i n g 1 R e a d p a r t o f t h i s e m a i l f r o m t h e o w n e r o f J u m b o B o o k St o r e. A n s w e r t h e s e

q u e s t i o n s .

1 W h a t t y p e s o f i n f o r m a t i o n d o e s J u m b o B o o k St o re c o m m u n i c a t e b e t w e e ni t s e m p l o y e e s ?

2 H o w d o t h e e m p l o y e es e x c h a n g e i n f o r m a t i o n i n t h e c o m p a n y ?3 W h a t d o c u m e n t s d o e s A m i k i p r e p a r e ?4 H o w m u c h t i m e d o e s i t t a k e t o c o m p i l e t h e d a t a ?

5 W h y d o t h e c u s t o m e r s c o m p l a i n ?

H • E l

Let me give you some background to our company's setup.

Jumbo Book Store is a comp any based in Thailand. I t has three book stores and awareh ouse next to one of the book shops . The store m anager, Amik i Suk hon , finds itvery difficult to track sales because he uses handwritten sales reports that employeesprepare every day. The driver takes the rep orts and delivers the m to the main office.Every day it takes 5 to 6 hours to compile data about the sales. Based on these salesreports, Amiki writes purchase orders for new books, sales figures for the owner andcustomer information for the marketing departm ent.

In addition, he often gets calls from customers complaining about poor informationabout available books and stationary products in the warehouse.

Could you spend som e t ime looking at how we can improve our processe s?

Regards

S p e a k i n g 2 W o r k i n s m a l l g r o u p s . P r e p a r e 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 no u t l i n e .

Problem/Solu t ion Out l ine

Problem

Solutions

End Results

3 P r es e n t 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 .



• t a l k a b o u t e - c o m m e r c e

c o m p a n i e s a n d w e b s i t e s

• t a l k a b o u t q u a n t i t y

• t a lk a b o u t fu t u r e a r r a n g e m e n t s

• p r e s e n t a p l a n

E - c o m m e r c e c o m p a n i e s

S p e a k i n g W h a t p r o d u c t s o r s e r v ic e s d o y o u u s u a l l y b u y o n li n e ? W h a t p r o d u c t s d o y o u

n o t b u y o n l i n e ? W h y ?

L i s t e n i n g 2 H^ X i J I 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 D a v i d A s t o n . H e w o r k s fo r a c o m p a n yt h a t s e ll s 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 f a l se (F ) .

1 D a v i d ' s c o m p a n y s e ll s m a i n l y o n l i n e . T / F2 7 0 % o f t h e i r b u s i n e s s i s o n l i n e . T / F3 P e o p l e b u y t h e i r c l e a n in 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 . T / F

4 P e o p l e b u y t h e i r c l e a n in g p r o d u c t s i n s u p e r m a r k e t s . T / F5 O n l i n e s a le s a r e g r o w i n g . T / F

L a n g u a g e

Ta l k i n g about quantity

We use many an d a few with countable plural

nouns.We need a few users to test this.They don t have many customers.

We use m u c h an d a little with uncountable nouns.We have a l i t t le money for online shopping each week.1 don t have m u c h knowledge on that subject.

We use a lot of an d s o m e with countable anduncountable nouns.

A lo t o f businesses need E-commerce upgrades.

Some money has been kept aside for this.

3 C h o o s e 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 t h e s e s e n t e n c e s .

1 A lot of/Much s h o p s h a v e o n l i n e p r e s e n c e . T h e y se l l many/muchp r o d u c t s o n l i n e .

2 Some/A l i t t le c o m p a n i e s o f fe r 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 rE - c o m m e r c e w e b s i t e s .

3 I d o n ' t h a v e 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 c a n s t i l l s h o p o n l i n4 C o m p a n i e s s p e n d a lot of/many m o n e y o n E - c o m m e r c e s e c u r i t y.5 E v e n w h e n c o m p a n i e s o n l y h a v e a little/a few m o n e y f o r o n l i n e m a r k e t i n

t h e y s h o u l d s p e n d i t .

E - c o m m e r c e

O E ^



L i s t e n i n g 4 y E E B L i s t e n a n d r e p e a t t h e s e p h r a s e s .

1 n o t a l o t o f t i m e2 t o o m u c h w o r k3 o n l y a l i t t l e m o n e y4 a f e w c o m p u t e r s5 a l o t o f m e m o r y

S p e a k i n g 5 W o r k i n p a i r s . U s e t h e w o r d s i n t h e L a n g u a g e b o x o n p a g e 3 6 t o t a l k a b o u t y o u ro w n o n l i n e s h o p p i n g h a b i t s .

Example: I buy a lo t of mus ic online bu t I ge t few clothes online.

Vo c a b u l a r y 6 M a t c h t h e t y p e s o f b u s i n e s s 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 .

B 2 C b u s i n e s s - t o - c o n s u m e r

B 2 B b u s i n e s s - t o - b u s i n e s s

C 2 C c o n s u m e r - t o - c o n s u m e r

M - c o m m e r c e

Types o fB u s i n e s s 1 4Types o fB u s i n e s s

E x p l a n a t i o n Companies exchangeinformation and makewholesale transactions.

Companies sel lproducts or services tocustomers overthe Internet.

People sell or exchangesecond-hand, useditems and collectibles.

Customers purchaseproducts and servicesvia mobile devices.

Examples coffee supplierto Nestle

Amazon eBay news, sport results

7 G i v e e x a m p l e s o f t h e f o u r t y p e s o f b u s i n e s s i n 6 .

Writing 8 W h a t a r e t h e a d v a n t a g e s a n d d i s a d v a n t a g e s o f s h o p p i n g o n l i n e? U s e t h i s t a b l et o m a k e n o t e s a n d t h e n m a k e s e n t e n c e s .

Example: There 's more choice onl ine bu t you can s e e things bet ter in a shop.

a d v a n t a g e s d i s a d v a n t a g e s

security

speed

choice

convenience

price

S p e a k i n g 9 P r e s e n t y o u r i d e a s t o t h e g r o u p .

37



S p e a k i n g

E - c o m m e r c e f e a t u r e s

1 Wo r k i n s m a l l g r o u p s . W h a t ar e t h e f e a t u r e s of t h i s w e b s i t e ?

&IT18Z0n.C0.Uk - j . ^mas&fli S * . t u «em«f» fclaflata

R o v n i o n E x p r e s s AS and A2 M e d i a S tu di es [PapartjaeKj

MEDIA STUDIESA S & A ?

m m

C u s t o m e r s Vi a w i n e . T h i s P a g e M ay B e I n t e r e s t e d i n T h e s e S p o n s o r e d L i n k s 1 tmn

* * * o.'o d ••>i „ tun- /A6_ j . e a A w aJ U ' A _*v« * W.in y«, -n 1*0 iwpOC't ''0™ *Bat« tl Tw»f»t

Madia a Comm unlEaUon r•rwo. amy. M.uK/nu 'nini iiM btcmno sftMrtunmst f»r uQ HwCy 0« Mantfoft urn varsity ,Vai* hara

C u s t o m e r s W h o B o u g h t T h i s I t e m A l s o B o u g h t

pa I I £ 3 \J aavWen ta ar sM AS AQA Madia Stutfiat AS bo io ^n a tha Media.

AS / A <'svei Madia A Q A Madia Studia* Havwofl C avas t AS ftSYiwon toaraai AS•MsnCs* Word Sfwdanfi aeon (Ao.,, by and A3 SnaBtn and A2 Knettanay Bavu areaart IH M S I Staminaa Lanauaea a... by a> Aan Utaraturn b* P*'

t h e

© 2010 A m a z o n . c o m I n c , and its a f f i l i a t e s . Al l r i g h t s r e s e r v e d .

Vo c a b u l a r y 2 W h a t ar e t h e s t e p s in b u y i n g p r o d u c t s o n l i n e ? N u m b e r t h e s e s e n t e n c e s in

c o r r e c t o r d e r .

a ) T he c u s t o m e r o p e n s an a c c o u n t .b ) T he c u s t o m e r goes t o t h e c h e c k - o u t .c ) T h e c u s t o m e r p u t s t he i t e m ( s ) i n a b a s k e t or s h o p p i n g c a r t .d ) T he c u s t o m e r p a y s fo r th e p r o d u c t ( s ) w i t h a c r e d i t or d e b i t c a r d .e) The c u s t o m e r goes t o t h e w e b s i t e .f ) T he c u s t o m e r s ea r c h e s a n d / o r b r o w s e s t h e w e b s i t e .g) The c u s t o m e r c h o o s e s t he i t e m ( s ) t o b u y .h ) T he c u s t o m e r s c h e c k s t h e o r d e r .

L i s t e n i n g K L i s t e n a n d r e p e a t t h e s e p h r a s e s .

1 o p e n an a c c o u n t2 go t o t h e c h e c k o u t3 p u t an i t e m i n t h e b a s k e t4 b r o w s e t h e w e b s i t e5 c h o o s e an i t e m6 c h e c k t h e o r d e r

S p e a k i n g 4 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 s t ep s in

b u y i n g a p r o d u c t o r s e r v i c e . Ta l k a b o u t s o m e t h i n g y o u h a v e b o u g h t , l i k e a D V Do r an a i r l i n e t i c k e t .

•••••••



L a n g u a g e

L i n k i n g i d e a s

We use an d to link sentences that describe similaractions or situations.

/ have a PC an d a laptop at home.

We use but to link sentences that describe differentideas/actions or situations. 1 use Amazon bu t 1 don t use iTunes.

We use s o to say that something has happened as aresult of something.

She's got a Kindle, s o she doesn't buy many books now.

We use o r to link sentences that describe twopossible act ions or situations.

Would you like tea or coffee?J

R e a d i n g 5 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 b o x .

and bu t o r

Vo c a b u l a r y 6

S p e a k i n g 7

Companies wa nt to reach more cus tomers , (1) they go onl in e . I t i s easy

to set up an on lin e business (2) i t is d i ff icu l t to design and deve lop a

website tha t at tracts a lot of custom ers. Ha rdw are (3) software prov ide

basic infra struc ture for E-comm erce.

Ne tw or ki ng , cus tomer in ter face and paym ent so lu t ions are very im po r ta nt par ts

of a company's E - c o m m e r c e so lu t io n . Customers expect a fast and relia ble service

(4) they w i l l go somewhere else to buy th ings .

M a t c h t h e f i r s t h a l f o f t h e s e n t e n c e s 1-6

1 E f f ec t i ve p r o d u c t i n f o r m a t i o n a n d2 C u s t o m e r s c a n u s e t h e i r c r e d i t

c a r d s , P a y P a l o r3 We u s e d a l o t o f p r o m o t i o n s , s o4 I d o n ' t k n o w h o w t o b u y o n l i n e b u t5 T h e y w a n t t o b u y a C a t 5 e c a b l e s o6 I n E - c o m m e r c e y o u c a n l o o k a t a

p i c t u r e o f a p r o d u c t b u t

W o r k i n s m a l l g r o u p s . Ta l k a b o u ta n E - c o m m e r c e w e b s i t e y o u k n o wa n d l i k e . S ay w h a t i s g o o d a b o u t i t .Use and, so, but a n d or.

Example: I l ike the B&Q web si te .

It ha s ... and ....

t o t o t h e s e c o n d h a l f a - f.

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 p a y f o r

t r a n s a c t i o n s .c ) y o u c a n ' t t o u c h i t .d ) o u r s a l e s i m p r o v e d a lo t .e ) t h e y s e a r c h 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 .

39



T r a n s a c t i o n s e c u r i t y

S p e a k i n g 1 W h a t a r e t h e p o t e n t i a l s e c u r i t y t h r ea t s t o o n l i n e s h o p p i n g ? S h a re y o u r i d e a sw i t h t h e g r o u p .

R e a d i n g R e a d t h i s e m a i l . A n s w e r t h e s e q u e s t i o n s .

TO : All Employees

From: IT Director

Subject: Online transactions security

We are de veloping new webs ite security features. We will have a virtual privatenetwo rk with a firewall which will help stop cyber attacks on the netw ork perimeter.The web application protection firewall (WAF) will protect our website from hackerattacks on customer contacts and login boxes. Secure Socket Layer (SSL) will create

a secure con nection for the users. We w ill have two-factor a uthentication (2FA).Website administrators will go through two layers of security before they access thehosting environm ent. This will prevent passw ord leaks. All data will have encry ptedbackup to protect sensitive information.

I am sure the company will benefit from the new security measures.

Thank you

Hamda Banna

1 H o w m a n y s e c u r i t y f e a t u re s w i l l t h e c o m p a n y h a v e ?2 W h i c h s e c u r i t y f e a tu r e w i l l s t o p a t t a c k s o n t h e c o m p a n y n e t w o r k ?3 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 b o x e s ?4 W h a t w i l l p r o t e c t p r i v a t e u s e r i n f o r m a t i o n s e n t o v e r t h e n e t w o r k ?5 W h a t w i l l t h e t w o - fa c t o r a u t h e n t i c a t i o n p r e v en t ?6 W h a t w i l l p r o t e c t i n f o r m a t i o n ?

L a n g u a g e

F u t u r e (will + i n f i n i t i v e )

The ne w security system will p r o t ec t ou r customer's better.

Hackers won t /w i l l n o t g e t into the network.

We use w i l l + infinitive without to to talkabout plans for the future. (Something wethink, believe or know will happen.)


When will we c h a n g e to the new security system?We ll/w e will do it next month.


Will the new system h av e a firewall?Yes, it will. /No, it won t .

L i s t e n i n g £3 M L i s t e n a n d r e p e a t t h e s e s e n t e n c e s .

1 T h e c o m p a n y w o n ' t p r o v i d e In t e r n et a c c e s s t o a l l e m p l o y e e s .2 I ' l l d o t h e s e c u r i t y c h e c k s a n d t h e n u p g r a d e t h i s w e e k .3 W h e n w i l l y o u f i n i s h t h e w o r k ?4 Yes , I w i l l . 5 N o , s h e w o n ' t .

40 5 E commerce



S p e a k i n g 4 W o r k i n s m a l l g r o u p s . Ta l k a b o u t y o u r o r g a n i s a t i o n ' s p l a n s o r y o u r o w n p l a n sf o r t h e f u t u r e . A s k a n d a n s w e r e a c h o t h e r q u e s t i o n s .

Example:

A: W e '1 1 open a new office in Singapore.

B: When wil l y ou open i t?A: Next year.

Vo c a b u l a r y 5 L a b e l 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 t h e I n t e r n e t2 t h e l o c a l a r ea n e t w o r k3 t h e h a r d w a r e f i re w a l l ( w i t h a r o u t e r )4 c o m p u t e r s w i t h f i rewal l sof tware5 o u t b o u n d t r a ff i c6 i n b o u n d t r a ff i c7 r e s t r i c t e d t r a f f i c8 a l l o w e d t r a f f i c

Secure private network

Public network

S p e a k i n g 6 Yo u a r e 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 .Yo u r c l i e n t w a n t s t o u s e t h e s e t - u p f o r o n l i n e p u r c h a s e s , b a n k d e a l i n g a n dfin an cia l t r a n s a c t i o n s s e c u r e l y. Ta l k 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 li n s t a l l . P r e s e n t 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



O n l i n e t r a n s a c t i o n s

R e a d i n g S h a y a n i s 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 f o r s o m e t h i n g o n l in e o n a n e ww e b s i t e . C o m p l e t e t h i s d i a l o g u e w i t h t h e w o r d s i n t h e b o x .

L i s t e n i n g 2

S p e a k i n g 3

a c c o u n t s

gateway

bank

payment

c o m p l e t e s

rejection

confirmation

w e b

c u s t o m e r First

M o n i k a :

S h a y a n :

. a n o n l i n eh a y a n , 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 )t r a n s a c t i o n ?O K , i t ' s v e r y e a s y. ( 2 ) 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 s e l l e r ' 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 ty o f t h ep r o d u c t a n d s e n d a r e s p o n s e . A f t e r t h a t , t h e c u s t o m e r c h e c k s o u t a n dc 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 s e n d ap a y m e n t r e q u e s t t o a p a y m e n t ( 5 ) T h e p a y m e n t g a t e w a yw i l l c h e c k t h e b u y e r ' s a b i l i t y t o p a y w i t h t h e ( 6 ) O K ?F i n e . G o o n .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 a c c e p t a n c e o r ( 7 )

M o n i k a :S h a y a n :

t o t h e s e l l e r ' s w e b s er v e r t h r o u g h t h e p a y m e n t g a te w a y. F i n a l ly , t h ec 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 r e s p o n s e w i t h t h e o r d e r( 8 ) o r r e j e c t i o n .W i l l t h e ( 9 ) h a v e t o r e g i s t e r ?Ye s , a l l b u y e r s m u s t h a v e t h e i r ( 1 0 ) b e f o r e t h e y c o m p l e t et h e t r a n s a c t i o n .

M o n i k a : T h a n k y o u . N o w I u n d e r s t a n d .

\W^¥f L i s t e n a n d c h e c k y o u r a n s w e r s .

C o m p l e t e t h e f lo w c h a r t o f t h e o n l i n e p u r c h a s i n g p r o c e s s . T h e n e x p l a i n i t t oy o u r p a r t n e r .

M o n i k a :S h a y a n :

cc

C

c

42




Writing 1 Yo u w o r k fo rS e l l O n l i n e . c o m . T h e c o m p a n y d e v e l o p s E - c o m m e r c e s o l u t i o n s f o rs m a l l b u s i n e s s e s . Yo u r c l i e n t , D o c u m e n t L t d , s e l l s s t a t i o n e r y. T h e y s e l l l o t s o fd i f f e r e n t t y p e s o f 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 i t s o n l i n e p r e s e n c et o r e a c h c u s t o m e r s m o r e e f fe c t iv e l y . 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 . U se t h e s eq u e s t i o n s t o h e l p y o u .

1 W h a t t y p e o f E - c o m m e r c e w i l l D o c u m e n t L t d o f fe r?2 W h a t E - c o m m e r c e 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 u s e t o a t t r a c t c u s t o m e r s ?3 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 s e t 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

c u s t o m e r a n d t h e c o m p a n y ?4 W h a t t o o l s a n d f e a t u re s w i l l t h e c o m p a n y w e b s i t e h a v e ?5 H o w w i l l t h e c u s t o m e r c o m p l e t e t r a n s a c t i o n s ?

P r o p o s a l No . 2011/123/45 Date:

Customer : B u s i n e s s activity:

Subjec t :

E - c o m m e r c e type:

E -c o m m e r c e t e c h n o l o g i e s :

Secur i ty s o l u t io n s :

Websi te fea tures a nd t o o l s :

Transac t ion p r o c e s s :

Proposa l p resen ted by:

L a n g u a g e

U s e f u l p h r a s e s f o r p r e s e n t a t i o n s

Introduction

Good morning/afternoon everybody. Thank you for coming.

Introduction

Today we are going to present....

Introduction First, 1 am going to talk about....ntroduction

Then, we will show you ....

Introduction

Finally, we will answer your questions ....

SpeakersNow, I'll hand over to my colleague.

SpeakersLet me start with ....

ClosingTo finish ....

ClosingThank you very much for listening. Are there any questions?

S p e a k i n g 2 P r e p a r e a n d d e l i v e r a p r e s e n t a t i o n f o r t h e m a r k e t i n g d i r e c t o r o f D o c u m e n t L t d .U se 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 .

http://sellonline.com/

http://sellonline.com/



6N e t w o r ks y s t e m s

• d e s c r i b e n e t w o r k s

• m a k e r e c o m m e n d a t i o n s a n d s u g g e s t i o n

• t a l k a b o u t t h e p a s t

• t a l k a b o u t n e t w o r k r a n g e a n d s p e e d s

Ty p e s o f n e t w o r k

S p e a k i n g 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 u s e i n y o u r w o r k o r s t u d ie s ? W h a t d o y o u u s et h e n e t w o r k s f o r ? H o w d o y o u a c c e ss t h e n e t w o r k s ?

L i s t e n i n g . L73 H A g a t h a i s t h e o w n e r o f a s m a l l f l o w e r s h o p . K a t h a r i n a i s a n e t w o r ka r c h i t e c t . A g a t h a n e e d s 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 nf o r h e r c o m p a n y . L i s t e n a n d i ^

a n s w e r t h e s e q u e s t i o n s .

1 W h a t d o e s A g a t h a t h i n ks h e s h o u l d d o ?

2 W h a t d o e s K a t h a r i n ar e c o m m e n d ?

3 W h a t d o e s K a t h a r in a s a ys h e w i l l d o ?

4 W h e n d o e s A g a t h a w a n tt h e n e t w o r k t o b e r e a d y ?

R e a d i n g 3 R e a d K a t h a r i n a ' s e m a i l t o A g a t h a . C o m p l e t e t h i s e m a i l w i t h t h e w o r d s i n t h e b o x .

e q u i p m e n t I n t e r n e t L A N r e c o m m e n d

r e m o t e s h o u l d V P N W A N

Dear AgathaFollowing our meeting last week, please find my recommendations for your business.I think you (1) set up a LAN , or Local Area Netw ork, and a WA N, or Wide

Area Network, for your needs. A (2 ) connec ts 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 mac hine, to your LAN becaus eyou can then share these devices between users.I 'd recommend that we connect the LAN to a (4)Internet and sell your products. In addition, I'd (5)

. so you can link to the_ we set up a V irtual

Private Netwo rk so that you have a (6) access to your comp any's LAN ,when you travel.(7) is a private netwo rk that uses a public network, usually the(8) , to connec t remote sites or users together.Let's meet on Friday to discuss these recommendations.Best regards

Katharina

44 6 Network sys tems



L a n g u a g e

i v i n g r e a s o n s

We use b e c a u s e to say something washe reason for an action or situation. (We

can start a sentence with b e c a u s e . )

You should connect office equipment to the LA N b e c a u s e you canthen share devices between users.We use b e c a u s e to say something was

he reason for an action or situation. (We

can start a sentence with b e c a u s e . )

I'd recommen d a Dell computer because it is cheaper.We use b e c a u s e to say something washe reason for an action or situation. (We

can start a sentence with b e c a u s e . ) W hy do you use encryption?Because it's safer.

S p e a k i n g 4 L o o k a t 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 a r e t h e d i f f e r e n c e s ?

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 f o r a l a r g e 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 s m a l l b u s i n e s s a n d a f a m i l y h o m e ? W h y ?

I'd r ecommend solution 1 for . . . because ....

MobileWorker

Area 1

CCTV

Area 2

Network 10/1mps switch

Internet Router/ Modem

Area 3

CCTV

m

A r e a 4

lCCTV

Remotewireless

Area 5

Writing 6 W r i t e a d e s c r i p t i o n o f t h e n e t w o r k s o l u t i o n y o u u s e a t w o r k o r a t h o m e .W h i c h o f t h e t h e t h r e e s o l u t i o n s i n 4 i s i t m o s t l i ke? W h y ?

N e t w o r k s y s t e m s 6 45



N e t w o r k i n g h a r d w a r e

S p e a k i n g 1 W h i c h o f 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 a r e t h e y ? W h a t d o t h e y d o ?

2 W o r k i n p a i r s . M a k e a l i s t o f a ll t h e n e t w o r k i n g h a r d w a r e y o u c a n t h i n k of .C o m p a r e y o u r l i s t w i t h a n o t h e r p a i r.

Vo c a b u l a r y 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 a m o d e m a ) i s a n e n t r a n c e t o a n o t h e r n e t w o r k2 a r e p e a t e r \ b ) c h a n n e l s i n c o m i n g d a t a b u t m a i n t a i n s t h e

b a n d w i d t h s p e e dc ) a l l o w s w i r e l e s s d e v i c e s t o c o n n e c t t o t h e n e t w o r kd ) m o d u l a t e s a n d d e m o d u l a t e s t h e d a t a i n t o a

d i g i t a l o r a n a n a l o g s i g n a le ) c h a n n e l s i n c o m i n g d a t a b u t s h a r es t h e b a n d w i d t h

a m o n g t h e d e v i c e s p r e s en t o n a n e t w o r kf) s e n d s t h e d i g i t a l s i g n a l f u r t h e r o n i n t h e n e t w o r kg ) c o n n e c t s n e t w o r k s a n d s e n d s p a c k a g e s o f da t a

b e t w e e n t h e m

h ) c o n n e c t s n e t w o r k s t h a t u s e t h e s a m e p r o t o c o l

3 a b r i dg e

4 a r o u t e r

5 a g a t e w a y

6 a s w i t c h7 a h u b

8 a w i r e l e s s a c c e s s p o i n t

L i s t e n i n g 4 flPTRT I L i s t e n a n d r e p e a t t h e s e w o r d s .

1 m o d e m2 r e p e a t e r3 b r i d g e4 r o u t e r5 g a t e w a y6 s w i t c h7 h u b8 w i r e l e s s9 a c c e s s p o i n t1 0 n e t w o r k c o n n e c t o r s11 n e t w o r k i n t e r fa c e c a r d

46 6 Network •y tt enu



R e a d i n g 5 C o m p l e t e t h i s d i a l o g u e w i t h t h e w o r d s i n t h e b o x .

about change d e v i c e s necessary p r o b l e m

speed should u s e r What

B o r i s :

A h s a n :B o r i s :A h s a n :B o r i s :

A h s a n :

B o r i s :A h s a n :

B o r i s :

A h s a n :

B o r i s :

L i s t e n i n g b wLu

L a n g u a g e

Making s u g g e s t i o n sWe can make suggestions with:

h a v e 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 s u g g e s t ?

W h y d o n ' t y o u ( 2 ) t h e h u b ?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 fin e.

O K . H o w ( 3 ) a d d i n g a r e p e a t e r t h e n ?H m m , I ' m n o t s u r e i t w i l l h e l p . I t ' s n o t a ( 4 )s t r e n g t h .O K , t h e n y o u s h o u l d c h e c k t h e c a b l e s a n d n e t w o r k ( 5 ) .m a k e s u r e t h a t t h e y a r e 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 ) a b o u t c h a n g i n g t h e m o d e m ?

W h a t c a n

w i t h t h e s i g n a l

t o

d o n ' t t h i n k i t ' s ( 7 )s w i t c h o r t h e r o u t e r. Yo u ( 8 )OK, I w i l l . T h a n k s f o r y o u r h e l p .

W h y d o n ' t y o u c h e c k ( 9 )a s we l l ?

G o o d i d e a . I ' l l d o t h a t .


. I t h i n k i t ' s a p r o b l e m w i t h t h e b r i d g e ,l o o k a t t h e s p e c i f i c a t i o n s .

r e c o m m e n d a t i o n s o n t h e I n t e r n e t

Wh y don t we/you + infinitive without to. Wh y d o n t you cal l the IT help desk?That's a good idea.

What about + -ing What ab o u t bu y ing a new router?1 don t think that will wonX.

Ho w about + -ing Ho w about reading the instructions first?I'll do that.

Vo c a b u l a r y

K m L i s t e n a n d r e p e a t t h e s e s u g g e s t i o n s .

1 W h y d o n ' t y o u c h a n g e t h e m o d e m ?2 H o w a b o u t c o n n e c t i n g a r e p e a t e r ?3 W h a t a b o u t l o o k i n g o n t h e w e b s i t e ?

8 C o m p l e t e t h e s e s e n t e n c e s w i t h t h e w o r d s i n t h e b o x .

be tween o n o ve r to with

1

2345

Is t h i s s o f tw a r e c o m p a t i b l e .A L A N c o n n e c t s d e v i c e sIs t h e c o m p u t e r c o n n e c t e d .

t h i s c o m p u t e r ?a s m a l l a r e a .

t h e m o d e m ?T h e L A N a l l o w s y o u t o s h a r e i n f o r m a t i o nW h y d o n ' t y o u l o o k t h e I n t e r n e t ?

u s e r s .

S p e a k i n g 9 W h a t p r o b l e m s d o y o u h a v e w i t h n e t w o r k s ? W o r k i n p a i r s . M a k e a l i s t .

T h i n k a b o u t s p e e d , c o m p a t i b i l i t y , h a r d w a r e a n d s o f t w a r e .

10 S h o w y o u r l i s t t o a n o t h e r p a i r . A s k f o r h e l p a n d s u g g e s t s o l u t i o n s .

Example:

A: This sof tware doesn ' t work with this ....

B: Why don'tyou .. . ? Network sys tems



L a n g u a g e

a s t s i m p l e (1)

We use the p a s t s i m p l e tense to talkabout finished actions in the past.

When did l/she/he/we/they create the network?She created the network in December 2008.1 s ta r ted the network last year.

Time expressions

1 looked at that yes te rday.1 had broadband connected th ree days /a month/two years ago.1 used that system l a s t w e e k l y e a r l m o n t h .1 started that user group on Monday/ in June/ in 2001.

L i s t e n i n g 4 K M L i s t e n a n d r e p e a t t h e s e s e n t e n c e s .

1 W h e n d i d t h e y s t a r t w o r k ?2 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 y e s t e r d a y.3 W e d i d n ' t w o r k l a s t w e e k .4 S h e w e n t t o t h e o f f i c e o n S u n d a y.5 D i d y o u finish t h e r e p o r t ?

S p e a k i n g 5 P r a c t i s e a s k i n g 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 l a s tw e e k i n y o u r w o r k o r s t u d i e s .

Example:

A : What did you do las t week?

B: I worked on the new network.

6 Ta l k a b o u t w h a t y o u d i d o n y o u r l a s t d a y o ff .

Example:

A : Wh at did you do on your d ay off?

B: I went to the gym.

L a n g u a g e

Pas t s i m p l e (2)

look looked

use used

Regular past tense endings install ins ta l led

connect connec ted

work worked

setup set up

go w e n t

Irregular past tense endingssee saw

Irregular past tense endingsdo did

buy b o u g h t

be was

Writing 7 W r i t e t h r e e o r f o u r s e n t e n c e s 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 a n d / orw o r k u p u n t i l n o w. U s e t h e t e x t i n 3 t o h e l p y o u .

S p e a k i n g 8 W o r k i n p a i r s . 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 e d u c a t i o n a n d / o r w o r k .

Network sys tems 6 49



N e t w o r k r a n g e a n d s p e e dL i s t e n i n g

K a r o l i n e :S a m :

K a r o l i n e :S a m :

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 Sa m .

H o w d o y o u d e s c r i b e n e t w o r k s p e e d ?I n b i t s , k i l o b i t s , m e g a b i ts a n d g i g a b i t s . T h e y d e s c r i b e n e t w o r ks p e e d . F o r e x a m p l e , d i a l - u p c o n n e c t i o n s a l l o w ( 1 ) k i l o b i t s

p e r s e c o n d a n d D SL f r o m ( 2 ) k i l o b i t s

p e r s e c o n d t o( 3 ) m e g a b i t s p e r s e c o n d .O K . I 'v e g o t t h a t . W h a t a b o u t t h e r a n g e ?R a n g e i s t h e d i s t a n c e o f n e t w o r k c o v e r a g e , s o d i s t a n c e un i t sr e p r e s e n t n e t w o r k r a n g e . M o s t c o u n t r i e s u s e m e t r i c b u t s o m e u s ef e e t a s u n i t s o f m e a s u r em e n t . M e t r es o r f e e t u s u a l l y d e s c r i b e t h er a n g e o f 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 r a n g e u p t o( 4 ) f e e t o r ( 5 ) m e t r e s i n d o o r s a n d ( 6 )

K a r o l i n e :f e e t o r ( 7 ) .T h a n k s .

m e t r e s o u t d o o r s .

2 ^ L f X E l L i s t e n a n d r e p e a t t h e s e s p e e d s a n d r a n g e s .

1 7 7 k i l o b i t s p e r s e c o n d2 5 m e g a b i ts a s e c o n d3 2 g i g a b i t s p e r m i n u t e4 2 5 0 m e t r e s5 4 0 f e e t

S p e a k i n g 3 S a y t h e s e s p e e d s a n d r a n g e s .

1 1 5 6 f e e t 4 7 , 0 0 0 m e t r e s2 1 2 k b i t / s 5 9 5 M b i t / s3 4 G b i t / m 6 6 5 M b i t / s

4 W r i t e d o w n f o u r s p e e d s a n d r a n g e s a n d d i c t a t e t h e m t o y o u r p a r t n e r .

R e a d i n g 5 R e a d t h e s e t e x t s a n d a n s w e r t h e s e q u e s t i o n s .

R a n g e

Wireless ne tworks have l imi ted range . Network range depends on the type of802.11 pro tocol , s t rength of the device t ransmi t te r and the a rchi tec ture of thesur rounding area . Some s t ruc tures , such as wal l s and meta l f rames , reduce therange of a WL AN by 25 % . However, users can ex tend the range of a W LA N.Repeaters forward the wire less s igna l to access poin ts or routers and increasethe range of a ne twork .

S p e e d

Ban dwid th and l a t e ncy ar e t he measu re s o f com pu te r n e t work spe ed , o r d a t at ransfer ra te . Ba ndw idth i s the ma xim um thro ugh put of da ta in b i t s per seco nd .

Som e mod e m s sup p o r t 1 00 Gb i t / s bu t s pee d depe nds on t he ha rdw are andsof tw are us ed . La tency i s the de lay tha t ne twork crea tes dur ing the t ransferda t a . Users have no , or very l i t t l e , cont ro l over bandwidth and la tency.

1 H o w m a n y t h i n g s d o e s n e t w o r k r a n g e d e p e n d o n ?2 W h a t c a n r e d u c e n e t w o r k r a n g e ?

3 W h a t c a n i m p r o v e n e t w o r k r a n g e ?4 W h a t t w o t h i n g s a f f e c t s p e e d ?



B u s i n e s s m a t t e r sR e a d i n g K a r a m a n d N a t a s h a w o r k f o r 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 I T

s e r v i c e s t o c u s t o m e r s . K a r a m a n d N a t a s h a w o r k i n d i f f e re n t a r e a s o f t h e c i t y.E v e r y w e e k t h e y w r i t e a r e p o r t f o r t h e i r b o s s . R e a d t h e i r n o t e s .

Monday T u e s d a y W e d n e s d a y T h u r s d a y F r i d a y

N a t a s h a

colled CISCO about

a traning

do paperwork

went +o Bri t ish

Council +o ins+ol

new software

atended-Ru>

traning on network

cabling

day off Wad o vneeting wi+U.

tVe -tea«n

K a r a m

went+oTESCu+o

•fix Ca+e cobles

set up LAW in o

paper factory

doy off installed an audio/

video server in

(Alelcare nosprtol

Yo u

Writing 2 C o m p l e t e t h e t a b l e i n 1 w i t h n o t e s a b o u t w h a t y o u d i d la s t w e e k a t w o r k o rc o l l e g e .

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 l a s t w e e k .

Exam ple: Last w eek I... . On Mond ay I... and .. ..

S p e a k i n g 4 R o l e p l a y t h e f o l l o w i n g s i t u a t i o n . E x p l a i n t o y o u r b o s s w h y y o u w e r e n o t i nthe o ff i ce .

S t u d e n t A : T u r n t o p a g e 68S t u d e n t B : T u r n t o p a g e 78

Network sys tems 6 5



7 I T s u p p o r t• t a l k a b o u t r e s u l t s o f a n a c t i o n

• w r i t e s e r v i c e r e p o r t s

• e x p l a i n t h e u s e o f t h i n g s

• d e a l w i t h p r o b l e m s

F a u l t d i a g n o s i s

S p e a k i n g W o r k i n p a i r s . M a k e a l i s t o f 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 l i s tw i t h a n o t h e r p a i r .

R e a d i n g 2 R e a d 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 b o x .

c h e c k e d d i s c o n n e c t e d f o u n d g o s w i t c h e d t y p e t ight

u n p l u g g e d w o r k e d w o r k i n g

H a i d e r :M a r y a m :H a i d e r :M a r y a m :H a i d e r :M a r y a m :H a i d e r :

M a r y a m :

H a i d e r :M a r y a m :

H a i d e r :

H e l l o , I T H e l p D e s k .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 es .H i , t h i s i s H a i d e r . H o w c a n I h e l p y o u , M a r y a m ?

( 1 ) m y c o m p u t e r o ff 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 ) o f c o m p u t e r d o y o u h a v e ?I 'm n o t s u r e . I t ' s a d e s k t o p c o m p u t e r . I t ( 3 ) f i n e y e s t e r d a y .D o n ' t w o r r y . H a v e y o u ( 4 ) t h e c a b l e c o n n e c t i o n s ?

N o , I h a v e n ' t . I c a n s e e 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 egoes w h e r e .M a k e s u r e a l l c a b l e s a r e ( 5 ) a n d f u l l y p l u g g e d i n .Ok , g i v e me a s ec . Oh , I t h i n k I 'v e ( 6 ) t h e p r o b l e m . I h a v eo n e c a b l e t h a t i s ( 7 ) I t ' 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?T h e p o w e r c a b l e s h o u l d ( 8 ) .t h e c o m p u t e r .

M a r y a m : O K , d o n e . L e t m e t r y n o w . I t ' s ( 9 )S t u p i d o f m e .M a y b e t h e c l e a n e r s ( 1 0 )

i n t h e t h r e e - p r o n g e d p o r t o n

f i ne . S o r r y a b o u t t h a t .

H a i d e r :M a r y a mH a i d e r :M a r y a m

y o u r P C b y m i s t a k e l a s t n i g h t .

L i s t e n i n g 3

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 , H a i d e r.Yo u ' re w e l c o m e . H a v e a g o o d day.Yo u t o o .


52 7 IT s u p p o r t



4 B E 2 E b L i s t e n a n d r e p e a t t h e s e w o r d s .

1 c h e c k e d 3 u n p l u g g e d 5 d i s c o n n e c t e d2 s w i t c h e d 4 w o r k e d

L a n g u a g e

P r e s e n t p e r f e c t

We use the p r e s e n t p e r f ec t tense to talk about recent actions(an action that has ha ppened in the pas t and has a result inthe present).

I ve unp l u gged the computer.


She h a sn t f i n i s he d the report.We use the p r e s e n t p e r f ec t tense to talk about recent actions(an action that has ha ppened in the pas t and has a result inthe present).

H as sh e s w i t c hed o ff the computer?Yes, sh e ha s . /No, she hasn t .


Have yo u checked the cable connections?Yes, 1 have . /No, 1 haven t .

We use have/has + the past participle of the verb. (To form the pastparticiple of r egu l a r verbs, we add -ed.)

clean cleanede use have/has + the past participle of the verb. (To form the pastparticiple of r egu l a r verbs, we add -ed.) work w o r k e d

Irregular past participles

do done


be been

Irregular past participlesrun run

Irregular past participlessee seen


have had


make made

5 C o m p l e te t h e s e q u e s t i o n s w i t h have o r h a s a n d t h e c o r r e c t f o r m o f t h e v e r bi n b r a c k e t s .

y o ub a t t e r y m o d e ?H o w l o n g

. ( r u n ) t h e c o m p u t e r i n t h e

y o u . ( h a v e ) t h e i P a d ?y o u .h e _

. s h e .t h e y _

P r o v i d e r ?y o u _y o u _

s o f t w a r e r e c e n t l y ?

Di l l i p

_ ( c h a r g e ) t h e b a t t e r y ?. ( o p e n ) t h e f i le?_ ( e n t e r ) h e r u s e r n a m e a n d p a s s w o r d ?

( c h a n g e ) t h e I n t e r n e t S e r v i c e

. ( c h e c k ) t h e r e m a i n i n g d i s k s p a c e ?

. ( i n s t a l l ) o r ( u n i n s t a l l )

( u p d a t e ) t h e d r i v e r s r e c e n t l y ?

L i s t e n i n g 7

U s e t h e p r e s e n t p e r f e c t t o m a k e p o s i t i v e o r n e g a t i v e s e n t e n c e s .

E x a m p l e : t h e s c r e e n / g o / b l a n kTh e screen's gone blank.

1 t h e c h a r g e r / s t o p / w o r k i n g2 I / n o t / u p g r a d e / t h e o p e r a t i n g s y s t e m3 S h e / n o t / i n s t a l l / t h e u p d a t e s4 T h e y / r e i n s t a l l / t h e a p p l i c a t i o n5 S h e / n o t/ b e a b l e t o fix t h e p r o b l e m6 I / d e f r a g m e n t / y o u r d r i v e

• E y E f i l L i s t e n a n d r e p e a t t h e q u e s t i o n s i n 5 .

S p e a k i n g 8 W o r k i n p a i r s . P r a c t i s e a p h o n e c a l l t o t h e c o m p a n y I T h e l p d e s k .

S t u d e n t A : T u r n t o p a g e 6 9 .S t u d e n t B : T u r n t o p a g e 7 9 .

I T s u p p o r t 7 5



S o f t w a r e r e p a i r

L i s t e n i n g £ j j l You w o r k for S o f t w a r e H e l p . c o m as a h e l p d e s k t e c h n i c i a n . L i s t e n t o

t h r e e p h o n e c a l l s an d c o m p l e t e the s e c o n d an d t h i r d t i c k e t s .

Help D e s k t icket

Date 5.05

Name Bolek

P r o b l e m Word f i l e won ' t open in Office.

C o n t a c t 0 5 0 4 4 4 5 5 5 3

S e r v i c e P e r s o n Alex

2Help D e s k t ick et

Date

Name

P r o b l e m

C o n t a c t

S e r v i c e P e r s o n

3Help D e s k t icket

Date

Name

P r o b l e m

C o n t a c t

S e r v i c e P e r s o n

2 W o r k in p a i r s . C o m p a r e y o u r n o t e s in the 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 the

s a m e ? L i s t e n a g a in an d c h e c k .

S p e a k i n g 3 W h a t o t h e r s o f t w a r e p r o b l e m s do c o m p u t e r u s er s o f t e n h a v e ? D i s c u s s w i t h

t h e g r o u p .

Example: Computer users often

54 7 IT sup por t

http://softwarehelp.com/





R e a d i n g 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 f o r t h e I T s u p p o r t t e a m . U s e 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 a n d t h e w o r d s i n t h e b o x .

C h e c k

s a v e d

fi le ins ta l l m o v e r e s e n d r u nv e r s i o n v e r s i o n v i r u s e s

Date 6.05

Name Bolek


q u e s t i o n s

1 Wh at (1) of Off ice do you have?

2 W hat is the vers ion of the (2) ?

P o s s i b l e

s o l u t i o n s

1 If you have newer vers ion , (3) an Off ice pa tch .

2 Ask the sender to save the f i le in an older version and(4) it.

Da t e 17 .06

Name Sara

F a u l t d i a g n o s i s 1 Ha ve you (5)

q u e s t i o n s

the f i le?

2 Are there any me ssag es about (6 ) . in the a t tachm ent?

P o s s i b l e

s o l u t i o n s

1 (7 ) . . the a t tachm ent chan ges .

2 Look for the f i le in Internet Tem porary Files.

S e r v i c e R e p o r t

Da t e 14 .07

Name Sylvia


q u e s t i o n s

1 W h a t ( 8 ) . of Off ice do you have?

2 H ave you checke d the Recyc le Bin?

3 H ave you (9) d isk def ragm enter recent ly?

P o s s i b l e

s o l u t i o n s

it to a folder inIf the f i le is in the R ecy cle B in, (10) _M y Do cu men t s .

2 If the fi le isn ' t in the Rec ycle B in, instal l undele ted s oftw are.

S p e a k i n g 5 Wo r k i n p a i r s . P r a c t i s e 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 I T s u p p o r t t e a m

a n d B o l e k , S a r a a n d S y l v i a . U s e 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 i n 1 a n d t h e

s e r v i c e r e p o r t s .

Example:

A : Good morning. How can I help you?

B: M y name is Bolek a n d I have a problem with opening a file.

I T s uppo r t 7 55



Reading

H a r d w a r e r e p a i r

L a b e l t h e d i a g r a m w i t h t h e s e 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 .

T h i s k i t h as all t he t o o l s y o u ' l l require t o fix a c o m p u t e r .

There is a re ve rs ib le r a t c h e t d r iv e r wi t h 20 different s ized bi ts , a 6- inch f la thead

sc rewdr ive r, a r eve r s ib le 1/8-inch mini screwdriver, a hex key set and 5-inch, long

nose pl iers .

Th is se t a ls o has a 5 -i nc h 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 s pa re p a rt s b o x w i t h p a r ts , 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

L i s t e n i n g 2 HB^fn'-Tffl L i s t e n a n d r e p e a t t h e n a m e s of t h e t o o l s i n t h e k i t .

Vocabulary 3 M a t c h t h e t o o l 1-8 t o i t s u s e a - h .1 r e v e r s i b l e r a t c h e t d r i v e r a ) u s e d fo r i n s e r t i n g a n d r e m o v i n g f ib r e2 s c r e w d r i v e r ) c o n n e c t o r s i n t i g h t s p a c e s3 h e x k e y ) b) u s e d t o p r e v e n t e l e c t r o s t a t i c d i s c h a r g e4 p l i e r s c ) u s e d fo r t i g h t e n i n g a n d r e m o v i n g s c r ew s5 w i r e c u t t e r / s t r i p p e r u s e d fo r e a s y d r i v i n g of s c r e w s a n d n u t s6 i n s e r t i o n / e x t r a c t i o n e ) u s e d t o h o l d s m a l l o b j e c t s

c l i p p e r 0 u s e d t o h o l d o b j e c t s , c u t o r b e n d t o u g h7 t w e e z e r s m a t e r i a l s8 a n t i - s t a t i c w r i s t s t r a p g ) u s e d t o d r i v e b o l t s a n d s c r e w s i n t o a

h e x a g o n a l s o c k e t

h ) u s e d for c u t t i n g w i r e or r e m o v i n gt h e i n s u l a t i o n

56 7 IT support



L a n g u a g e

E x p l a i n i n g t h e u s e of s o m e t h i n g

used /use fo r + verb with -ing.This tool is used for tightening the screws.

used /use fo r + verb with -ing.We us e this tool fo r tightening the screws.

used /use to + verbWe us e tweezers to ho ld small objects.

used /use to + verbTweezers are used to ho l d small objects.

S p e a k i n g 4 W o r k i n p a i r s . Ta l k a b o u t t h e t o o l s y o u u s e w i t h c o m p u t e r s . S ay w h a t y o u u s et h e m for.

R e a d i n g 5 M a t c h t h e d i a g n o s t i c 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 ) I t m e a s u r e s e l e c t r i c a l p r o p e r t i e s s u c h a s A C o r DC v o l t a g e , c u r r e n t a n dr e s i s t a n c e . I t 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 s y s t e m s .b ) I t i s a n e l e c t r o n i c d e v i c e t h a t c h e c k s 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

d e v i c e s .c ) I t c h e c k s t h e s y s t e m a n d i d e n t i f i e s p r o b l e m s i n d i f f e r e n t a r e a s o f t he

c o m p u t e r h a r d w a r e . I t u s u a l l y c h e c k s 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 s p e e d .

d ) I t i s a d e v i c e w h i c h t e s t s t h e o p e r a t i o n o f t h e s y s t e m a s i t b o o t s u p .I t i d e n t i f i e s 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 i s d e a d o r u n a b l e t o s t a r t f r o mt h e h a r d d i s k o r C D .

6 N o w a n s w e r t h e s e q u e s t i o n s .

1 W h a t is a m u l t i m e t e r u s e d f o r ?2 W h a t i s t h e c a b l e t e s t e r u s e d f o r ?3 W h a t i s 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 f o r ?4 W h a t i s t h e d i a g n o s t i c s o f t w a r e u s e d f o r?

I T 57



C u s t o m e r s e r v i c e

S p e a k i n g L o o k a t t h e c a r t o o n . H o w d o p e o p l e r e a c t w h e n t h e r e i s a p r o b l e m w i t h t h e i rc o m p u t e r ? W h y ?

L i s t e n i n g L i s t e n t o a p h o n e c a l l t o a c o m p a n y I T h e l p d e sk . C h o o s e t h e c o r r e c ta n s w e r s a , b o r c , t o t h e q u e s t i o n s .

1 W h a t i s T u k a ' s p r o b l e m ?

a ) c a n ' t p r i n t o u t b ) h a s l o s t f ile s c ) i s n o t c o n n e c t e d t o t h e n e t w o r k2 H o w d o e s T u k a s o u n d ?

a ) w o r r i e d b ) a n g r y c ) t i r e d

3 W h a t i s t h e p o s s i b l e c a u s e o f 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 s o f t w a r e u p g r a d e

4 W h a t i s t h e h e l p d e s k t e c h n i c i a n ' s first s u g g e s t i o n ?a ) g o t o a f o l d e r o n t h e s e r v e r b ) g o a f o l d e r o n t h e d e s k t o pc ) g o t o a f o l d e r o n t h e C d r i v e

5 W h a t i s t h e h e l p d e s k t e c h n i c i a n ' s s e c o n d s u g g e s t i o n ?a ) He w i l l c a l l b a c k i n fiv e m i n u t e s , b ) H e w i l l c o m e d o w n t o Tu k a ' s o f f ic e ,c ) H e w i l l g e t h e l p f r o m s o m e o n e e ls e .

3 L i s t e n a g a i n 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 s e n t e n c e s .H o w c a n I . you

I ' m . . w e c a n find your f i le .g o t o t h e s e a r c h b o x

G o o d

L i s t e n a n d r e p e a t t h e t e c h n i c i a n ' s s e n t e n c e s .

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 a n I T h e l p d e s k t e c h n i c i a n a n d c o l l e a g u e 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 . U s e t h e p h r a s e s f r o m 3 .

S p e a k i n g 6 W o r k i n p a i r s . R e a d y o u r d i a l o g u e s t o t h e r e st o f t h e c l a s s .

58 ' support




R e a d i n g 1 You w o r k as an IT h e l p d es k t e c h n i c i a n . You are r e s p o n s i b l e for t h e s e t i c k e t sf r o m c o l l e a g u e s in y o u r c o m p a n y . R e a d t he t i c k e t s . W h a t are the p r o b l e m s ?

Help D e s k t ick et

Date 10.11

Name Ben

Problem I c an ' t print out .

Contac t 0 5 0 4 4 4 6 2 3 1

Service P e r s o n You


Date 11.11

Name Clare

P r o b l e m I c a n ' t c o n n e c t tot he ne twork .

C o n t a c t 0 5 0 4 4 4 5 5 5 8

S e r v i c e P e r s o n You


Date 12.11

Name S i m o n e

P r o b l e m M y c o m p u t e r f anis very noisy .

C o n t a c t 0 5 0 4 4 4 6 5 5 3

S e r v i c e P e r s o n You

Writing 2 C h o o s e one of the H e l p D e s k 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 th e f a u l td i a g n o s i s an d p o s s i b l e s o l u t i o n s .

Example: Is there an error message on your screen? What does it say?

Have you tried restarting your computer?

S e r v i c e Report

Date

Name

F a u l t d i a g n o s i sq u e s t i o n s

P o s s i b l e

s o l u t i o n s

S p e a k i n g 3 W o r k in p a i r s . R o l e p l a y t he c o n v e r s a t i o n s a b o u t t he p r o b l e m s . S t u d e n t A is t he

h e l p d e sk t e c h n i c i a n and S t u d e n t B is the c o l l e a g u e .



T H P c* £±r*nv\ ,¥-%7 • t a ^ about s e c u r i t y s o l u t i o n s

• l l o C v * L I I . l L j r • e x p r e s s p o s s i b i l i t y a n d p r o h i b i t i o

0 „ _ J 0 n f r t f T T * r e p o r t e v e n t s a n d i n c i d e n t s

X 1 v J . o d l C l V • r e c o m m e n d im p r o v e m e n t a c t io n s

S e c u r i t y s o l u t i o n s

S p e a k i n g 1 W o r k i n p a i r s . M a k e a l i s t o f a l l t h e d i f f e r e n t 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 da t t a c k s y o u c a n t h i n k of .

R e a d i n g 2 R e a d 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 .

a d w a r e h a c k e r b r o w s e r h i j a c k er m a l w a r e a t t a c k s p y w a r eTro j an v i r u s w o r m

Malicious software that cancopy itself and infect thesystem. (1 ) .

Affects privacy. It does nottake control of a computersystem, but sendsinformation about the useof a computer system.(2)

Spreads without the usertaking action and usuallyacts in operation system.(3)

A program which is usuallyfree but contains maliciousfiles. (8) .

A person who on purpose attemptsto break into a computer system anduse it without the knowledge of theowner. (4)

Software that replaces theuser's search engine withits own. (5)

S p e a k i n g 3 H a v e y o u e v e r h a d a c o m p u t e r s e c u r i t y t h r ea t ? H a s a n y o n e e v e r h a c k e d i n t o y o u

c o m p u t e r s y s t e m ? U s e t h e w o r d s a n d p h r a s e s i n 2 t o d e s c r i b e w h a t h a p p e n e d .

4 W o r k i n s m a l l g r o u p s . D is c u s s w h a t y o u c a n d o t o s t o p t h e s e p r o b l e m s .

60 8 IT secu ri ty and safety



Vo c a b u l a r y 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 i t s p u r p o s e a - e .

L i s t e n i n g 6

1 a firewall — a ) p r e v e n t s d a m a g e t h a t v i r u s e s m i g h t c a u s e2 a n t i v i r u s s o f t w a r e 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 a c c e s s

t h e n e t w o r k

3 a u t h e n t i c a t i o n 1 c ) c h e c k s t h e u s e r i s a l l o w e d t o u s e s y s t e m4 u s e r n a m e , p a s s w o r d a n d d ) b l o c k s u n a u t h o r i s e d a c c e s s

b i o m e t r i c s c a n n i n g c o d e s5 e n c r y p t i o n 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 a c c e s s

L i s t e n t o t h i s d i a l o g u e a n d a n s w e r t h e q u e s t i o n s . L u d e k h as a s k e d h i sI T e x p e r t f r i e n d , A l e s , f o r h e l p .

1 W h y d o e s L u d e k w a n t A l e s t o c h e c k h i s l a p t o p ?2 W h y is L u d e k w o r r i e d t h a t h e m a y l o s e h i s p r o j e c t ?3 W h a t d o e s A l e s t h i n k h a s h a p p e n e d t o L u d e k ' s l a p t o p .4 W h y d o e s h e r e c o m m e n d L u d e k in s t a l l s a n a n t i - s p y w a r e s o f t w a r e ?5 W h y i s i t i m p o r t a n t t o h a v e a n e t w o r k a c c e s s p a s s w o r d ?6 W h a t w i l l A l e s d o fo r L u d e k ?

L a n g u a g e

E x p r e s s i n g p o s s i b i l i t y

We use may/might + infinitive without to to talk aboutthings that are possible now or in the future.

You m ay have a virus on your computer.

The program might not run properly.

S p e a k i n g 7 W o r k i n p a i r s . P r a c t i s e g i v i n g a d v i c e t o a n o n - I T e x p e r t o n p r o t e c t i n gt h e i r c o m p u t e r .

Example:

Non-IT expert : What should I do to s top . . . ?

Expert: Y ou should . . . . I t may/m ight . .. .



Wo r k s t a t i o n h e a l t h a n d s a f e ty

S p e a k i n g 1 W o r k i n p a i r s . M a k e a l i s t o f c o m p u t e r h e a l t h a n d sa f e ty p r o b l e m s . C o m p a r ey o u r l i s t w i t h a n o t h e r p a i r .

Vo c a b u l a r y 2 L a b e l 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 T h e r e s h o u l d b e c l e a r a n c e u n d e r t h e w o r k s u r f a c e .2 Yo u s h o u l d h a v e y o u r f e e t f l a t o n t h e f l o o r.3 M a k e s u r e y o u r f o r e a r m s a n d h a n d s a re i n a s t r a i g h t l i n e .4 Yo u r l o w e r b a c k s h o u l d b e s u p p o r t e d .5 Yo u r s c r e e n s h o u l d b e p o s i t i o n e d t o a v o i d re f l e c t e d g l a r e .6 K e e p y o u r s h o u l d e r s r e l a x e d .7 Yo u s h o u l d h a v e y o u r t h i g h s t i l t e d s l i g h t l y.8 M a k e s u r e t h e t o p o f t h e s c r e e n i s a t o r s l i g h t l y b e l o w e y e l e v e l .

S p e a k i n g 3 W o r k i n p a i r s . A n s w e r t h e s e q u e s t i o n s a b o u t t h e a d v i c e i n 2 .

1 D o y o u a l w a y s f o l l o w t h e a d v i c e ?2 W h a t o t h e r t h i n g s c a n y o u r e c o m m e n d f o r g o o d c o m p u t e r u s e?3 H a v e y o u h a d ( o r g i v e n ) c o m p u t e r u s e t r a i n i n g ?

4 W o r k i n p a i r s . P r a c t i s e g i v i n g i n s t r u c t i o n s t o e a c h o t h e r .

Example: Make sure you ....

62 8 IT security an d safety



R e a d i n g 5 R e a d t h i s l i s t of r u l e s 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 o n e s do y ou

f o l l o w ? W h y ?

COMPUTERDOS A N D DON TSThings 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 softwa re.

Vo c a b u l a r y 6 M a t c h t he v e r b 1-5 w i t h t he n o u n a-e .

1 s w i t c h / t u r n off — a ) s o f t w a r e2 eat \ b) s o f t w a r e3 c o n n e c t \ c) p e r i p h e r a l s4 l o a d \ d) f o o d5 r u n e ) t h e c o m p u t e r

S p e a k i n g 7 W o r k i n p a i r s . D i s c u s s w h a t o t h e r r u l e s y ou can add t o the two l i s t s i n 5.

C o m p a r e y o u r l i s t w i t h a n o t h e r p a i r .

8 W h a t is the m o s t i m p o r t a n t r u l e y o u can g i v e a b o u t c o m p u t e r u s e ? W o r k in

p a i r s . P r a c t i se g i v i n g a d v i c e t o e a c h o t h e r .

Example: Always /You should

IT secur i ty and safety 8 63



S e c u r i t y p r o c e d u r e s

S p e a k i n g 1 W h a t s e c u r i t y p r o c e d u r e s a r e y o u f a m i l i a r w i t h ? M a k e a l i s t a n d s h a r e i t w i t h

t h e g r o u p .

R e a d i n g 2 R e a d t h i s t e x t o n s e c u r it y a n d m a t c h t h e h e a d i n g s i n t h e b o x w i t h t h ep a r a g r a p h s 1 -5 .

Data t r ans f e r a n d b a c k u p E m a i l a n d n e t w o r k u s a g eP a s s w o r d r e c o m m e n d a t i o n s R e p o r t i n g IT s e c u r i t y i n c i d e n t s

S a f e t y s e c u r i t y r e q u i r e m e n t s

S y s t e m s a n d n e t w o r k s e c u r i t y

All employees must fol low securi ty and safety procedures approvedby the managem ent.

1

Only install and use software that the management has approved. Install the latestantivirus and antispyware tools.

Keep current with securi ty software updates and patches.

Follow office health and safety standards.

2

Choose a password that is diff icult to guess: use between 6 a nd 8 characters,have letters in upper and lower case and intermix letters, numbers, andpunctuation marks. Keep your password private. Change your password every9 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 messageto the right recipient. Do not send sensitive data over the network. Use mailencryption to send sensitive data. Do not download unknown files or files forprivate use, such as movies and music.

4

Transfer files via a secure connection. Back up files regularly on the server in yourhomefolder. Do not use external drives.

5

Employees must notify their supervisor or IT help desk about any damage, misuse,irregularities or security breaches.

Vo c a b u l a r y 3

64

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 .

t r a n s f e r a ) p r o t o c o l si n s t a l l "v b ) s o f t w a r ef o l l o w N . c ) p r o c e d u r e suse d ) filesn o t i f y e ) a n i n c i d e n tr e p o r t f ) a s u p e r v i s o r

• • i — • • i s — p -

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S p e a k i n g 4 W h a t a r e 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 f o l l o w ?

L a n g u a g e

E x p r e s s i n g p r o h i b i t i o n

a r u l e o r r equ i r e m e n t (We use these when it isnecessary not to do this or to tell someone not todo som ething.)

You m u s t n t give your password to anyone.r u l e o r r equ i r e m e n t (We use these when it isnecessary not to do this or to tell someone not todo som ething.)

You aren t al lowed/perm itted to share your passwordwith anyone.

a s t r o n g r ec o m m e n d a t i o n (We use this to give advice.)You s h o u l dn t use your date of birth in yourpassword. (It is not a good idea to do this)

L i s t e n i n g 5 « j U L i s t e n a n d r e p e a t t h e s e s e n t e n c e s .

1 Y o u m u s t n ' t p u t y o u r c u p o f c o ff e e o n t h e c o m p u t e r .2 Y o u m u s t n ' t w o r k w i t h o u t b r e a k s .

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 o f f i c e .4 W e 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 e a t l u n c h a t y o u r d e s k .

S p e a k i n g 6 W o r k i n s m a l l g r o u p s . Ta l k a b o u t t h e c o m p u t e r r e g u l a t i o n s i n y o u r c o m p a n y o rc o l l e g e . U s e y ou mustn't, y ou aren't allowed to a n d y ou shouldn't.

Writing 7 W r i t e a d o c u m e n t l i s t i n g t h e r e g u l a t i o n s y o u t a l k e d a b o u t i n 7 . U s e t h e s e h e a d i n g s .

P e r s o n a l u s e o f c o m p u t e r se r s o n a l u s e o f c o m p u t e r s

H e a l t h a n d s a f e t y

1 —H e a l t h a n d s a f e t y

S e c u r i t y

~ L _

R e p o r t i n g p r o b l e m s

IT s ecu r i t y an d safe ty 65



R e p o r t i n g i n c i d e n t s

S p e a k i n g 1 H a v e y o u e v e r 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 w a s i t a b o u t ?

R e a d i n g 2 R e a d t h e se f ive I T i n c i d e n t s i n a c o m p a n y .

• I n c i d e n t report

Date: 0Z.05

Report for: M i le y O ' r W a

Report prepared by : Ann G r e s h o n

Incident:t e a c h e r ; h a s a c c e s s e d t h e d a t a b a s e t o changes t u d e n t s grade

Reco mm e nd a t i ons :

I n c i d e n t report

Date:

Report for:

Report prepared by:

Incident:

Recommendat ions :

Incident:

Recommenda t i ons :

employee has changed the pr inter set t ings

e,M p\oqec's ckildrc*. Wave. m.s-h»ll&J cpme.s on.coMpaAt^S. laptop

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ernptOyee W\S> I n s t a l l e d P 2 . P s o f toooxre


S p e a k i n g 3 W o r k i n p a i r s . G r a d e t h e i n c i d e n t s : 1 = t h e l e a s t s e r i o u s . 5 = t h e m o s t s e r i o u s .

T h e n c o m p a r e y o u r g ra d e s i n s m a l l g r o u p s .

Writing 4 W r i t e a s h o r t r e p o r t t o t h e I T s u p e r v i s o r o n t h e m o s t s e r i o u s i n c i d e n t . Y o u w i l ln e e d t o g i v e r e c o m m e n d a t i o n s o n h o w t o d e a l w i t h t h e i n c i d e n t .

66 8 IT security and safety




R e a d i n g Wo r k i n p a i r s . Yo u a r e s y s t e m s s a f e t y c o o r d i n a t o r s . Yo u h a v e a l r e a d yc o m p l e t e d t w o i n s p e c t i o n s o f t h e IT sy s t e m s i n Q u i c k F i x L t d . T h e firsti n s p e c t i o n w a s 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 s a f e t yi n a w o r k p l a c e . Yo u r 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 h a s v e r y p o o rs e c u r i t y a n d s a f e t y s y s t e m s . L o o k a t t h e p i c t u r e s a n d m a k e n o t e s .

C o m p u t e r

•

S p e a k i n g 2 B a s e d 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 n o t e s , p r e s e n t y o u r r e p o r ta f t e r t h e i n s p e c t i o n s . S t u d e n t A : t a l k a b o u t h e a l t h a n d s a f e t y i n t h e w o r k p l a c e .S t u d e n t B : t a l k a b o u t n e t w o r k s e c u r i t y .

IT security an d safety 8 67



1 W o r k i n g i n t h e IT i n d u s t r yB 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 p a g e 11

S t u d e n t A : Yo u w o r k as a n I T H e l p D e s k

C o o r d i n a t o r ( M r s M a h m o u d ) . Yo u r e c e i v e a n

e - m a i l f r o m a n ew e m p l o y e e . Ca l l Sha r i f a .

Te l l h e r w h e n h e r t r a i n i n g i s an d answer

he r ques t i ons .

3 W e b s i t e sWe b s i t e a n a l y ti c s S p e a k i n g e x e r c i s e 8 p a g e 23

S t u d e n t A : G i v e S t u d e n t B i n f o r m a t i o n a b o u t

w e b s i t e t r a f fi c t o y o u r c o m p a n y ' s w e b s i t e .

A sk ab ou t h i s o r he r w ebs i t e .

Yo u r c o m p a n y :

N u m b e r o f v i s i t o r s : 2 m i l l i o n each year

Vi s i t o r l o c a t i o n : E a st A s i a , A u s t r a l i a a n d

N e w Z e a l a n d

L e n g t h o f t i m e o n s it e : 1 0 m i n u t e s

6 N e t w o r k s y s t e m sB 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 p a g e 51

S t u d e n t A

W e d n e s d a y m o r n i n g — w o r k e d a t h o m e

a f t e r n o o n — w e n t t o t h e d e n t i s t

T h u r s d a y m o r n i n g — w e n t t o a c o m p a n y

t o c h e c k t h e i r n e t w o r k

a f t e rn o o n — i n s t a l l e d n e t w o r k

s e c u r i t y a t t h e c o m p a n y

Partner files



7 I T s u p p o r tF au l t d i a g n o s i s S p e a k i n g e x e r c i s e 8 p a g e 5 3

S t u d e n t A

1 C a l l t h e I T h e l p d e s k .

Yo u c a n n o t access m a i l server.Ask fo r he lp .

Yo u c h a n g e d y o u r p a s s w o r d l a s t w e e k .

S t u d e n t A

2 H e l p St u d e n t B w i t h t h e p r o b l e m .

A t t h e m o m e n t t h e I n t e r n e t c o n n e c t i o n

i s d o w n .Try aga in l a t e r.

S t u d e n t A

3 Ca l l t he I T he lp desk .

Yo u c a n ' t p r i n t o u t o n n e t w o r k .

A s k f o r h e l p .

S t u d e n t A

4 H e l p S tu d e n t B w i t h t h e p r o b l e m .

C h a n g e s c reen r e so lu t i on ?

Partner f i les 69



A u d i o s c r i p t

UNIT 1 Working in the IT i n d u s t r y

[ N = N a t a s h a ; 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 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 a r e ?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 = A l l ; I = I n g r i d ; L = L i n d a ]3 T : H i e v e r y b o d y , t h i s i s I n g r i d .

A : H iT : 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

a n d M a n s o o r .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 .

[ K a = K a t h r y n ; K = K a r i m ]

K a : 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 f o r ?

K a : I w o r k f o r C IS C O. 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 a r e 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 a r e y o u f r o m , K a t h r y n ?

K a : I ' m f r o m t h e U K b u t n o w I l i v e i n Q a t a r . D oy o u k n o w w h e r e G l e n d a ' s f r o m ?

K : S h e ' s f r o m t h e U S.K a : A n d w h a t ' s h e r j o b ?

K : S h e w o r k s f o r I B M . H e r j o b i s t o s e t u p n e ws y s t e m s .

H i , I ' m K a r l . I ' m a s o f t w a r e d e v e l o p e r . I d e s i g na n d d e v e l o p c o m p u t e r g a m e s . T h a n k y o u .G o o d a f t e r n o o n e v e r y o n e , I ' m H e b a . I ' m as y s t e m a n a l y s t . I s o l v e c o m p u t e r p r o b l e m s .N i c e t o m e e t y o u a l l .H i , M y n a m e ' s Wo j t e k . I ' m a d a t a b a s ea d m i n i s t r a t o r . I a n a l y s e a n d p r e s e n t d a t a .T h a n k y o u .

[ A = A h m e d ; B = B e t t y ; M = M i l o ]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 H P i n B u d a p e s t . W h a t d o y o u d o ,

M i l o ?

M : I ' m a s o f t w a r e d e v e l o p e r . I w o r k f o rM i c r o s o f t i n P r a g u e .

B : M i l o , d o y o u k n o w F r id 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 : S he w o r k s w i t h m e i n P r a g u e . S h e d e s i g n sw e b s i t e s f o r E - c o m m e r c e .

A : I s e e . R i g h t , l e t ' s g o . T h e w o r k s h o p s t a r t s i nf i v e m i n u t e s .

1 W h e r e d o y o u w o r k ?2 W h a t a b o u t y o u ?3 W h a t d o y o u d o ?4 W h a t d o y o u w a n t t o k n o w ?5 W h e r e d o e s s h e w o r k ?

I ' m , Yo u ' r e , S h e ' s , H e ' s , I t ' s , We ' r e , T h e y ' r e

70 A u d i o s c r i p t



Q 8

[P = P e n e l o p e ; D = D o n ]P: H i , D o n . H o w a r e y o u ?D : I ' m f i n e , t h a n k s , P e n e l o p e . A n d y o u ?P: I ' m O K . B i t t i r e d f r o m t h e f l i g h t .D: R igh t .

P: W h a t w o r k s h o p d o y o u w a n t t o a t t e n d t o d a y ,D o n ?

D : I w a n t t o g o t o t h e C I S C O n e t w o r k s e c u r i t yw o r k s h o p .

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 : I t s t a r t s a t 9 . 1 5 .P: A n d w h e n d o e s i t f i n i s h ?D : I t f i n i s h e s a t 4 . 0 0 i n t h e a f t e r n o o n .P: We 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 . I t b e g i n s a t 8 .3 0a m a n d e n d s a t 6 .0 0 p m . B u t t h e y h a v e t w o

b r e a k s , a t 1 0 . 30 a n d 1 2 . 4 5 .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 : Yo u t o o . Se e y o u a r o u n d .

* 9

1 7.05

2 6.45

3 8 o ' c l o c k

4 10 .45

5 4.35

6 2 .15

7 1 2 o ' c l o c k

8 9 .50

I O i o |

1 I t f i n i s h e s a t 5 . 0 0 .

2 I t e n d s a t 8 . 00 .

3 I t s t a r t s a t 6 . 0 0 .

11

[ A = A n d r e i ; B = B o b ]A : B o b , c a n y o u h e l p m e , p l e a s e ?B: Su re .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

i t s t a n d f o r ?

B : L e t m e se e . W 3 . I ' m n o t s u r e . M a y b e W W W,t h e W o r l d W i d e We b .

A : O K . W h a t d o e s P 2 P s t a n d f o r ?B : I t s t a n d s f o r p e r s o n - t o - p e r s o n .A : O K . W h a t d o e s IP m e a n ?B : I t m e a n s I n t e r n e t P r o t o c o l .A : H o w d o y o u s p e l l ' P r o t o c o l ' ?B : p - r - o - t - o - c - o - 1 .A : T h a n k s .B : Yo u ' r e w e l c o m e .

a h j kb c d e g p t v zf 1 m n s x z

i yoq u wr

UNIT 2 C o m p u t e r s y s t e m s

[ B = B o b ; D = D a i s y ]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

f o r t h e s a l e s t e a m ?D : I ' m n o t s u r e . T h i s c o m p u t e r h a s a b i g g e r

m e m o r y a n d I t h i n k i t h a s a b e t t e r p r o c e s s o r .B : A n d t h e o t h e r o n e ?D : W e l l , i t i s s m a l l e r.B : A n d l i g h t e r .

D : Ye s , 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 : B u t t h e b i g g e r o n e i s c h e a p e r .

D : S o w h a t i s o u r d e c i s i o n ?B : I ' m n o t s u r e . L e t ' s go fo r a c o f f e e a n d d i s c u s s

t h i s a g a i n .

A u d i o s c r i p t 71



1 l i g h t e r

2 m o r e e f f i c i e n t

3 l o n g e r

4 w i d e r

5 h e a v i e r

6 f a s t e r

7 d a r k e r

8 s o f t e r

9 h a r d e r

1 0 m o r e d u r a b l e

[ T = T i m ; S = S i m o n e ]T : W h a t d o y o u t h i n k a b o u t t h e s e t h r e e p h o t o

i m a g i n g p a c k a g e s ?

S: 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 a re v e r y g o o db u t t h e y h a v e d i f f e r e n t s t r e n g t h s .

T : I a g r e e .S: S e r i f I m a g e P l u s h a s t h e b e s t i m a g e

c o r r e c t i o n .T: O K .S: B u t M a g i c E x t r e m e h a s t h e f a s t e s t

p r o c e s s i n g o f im a g e s .T : Yo u ' r e r i g h t . A l s o , Se r i f h a s t h e b e s t s p e c i a l

e f fe c t s . B u t w h a t a b o u t S n a p P r o ?S: W e l l , i t h a s t h e b e s t d u b b i n g o p t i o n s .T: A n d S n a p P r o is t h e b e s t f o r b u r n i n g p h o t o s .S: I ' m n o t s u r e . S e r i f h a s t h e m o s t e f f i c i e n t

c o m p r e s s i o n .T : W h i c h i s t h e m o s t e x p e n s i v e ?S: O h , S e r i f I m a g e P l u s .T : A n d t h e c h e a p e s t ?S: Sna p P ro .

T: L e t ' s g e t S n a p P r o t h e n .S: I 'm s t i l l n o t s u r e

1 We 've g o t t h e b e s t s o f t w a r e .2 D o e s i t h a v e t h e m o s t r e l i a b l e a n t i - v i r u s

s o f t w a r e ?

3 S h e h a s t h e c h e a p e s t c o m p u t e r .

4 T h e y h a v e n ' t g o t t h e l a t e s t v e r s i o n .

5 D o y o u h a v e t h e f a s t e s t p r o c e s s o r ?

6 H a s i t g o t W i n d o w s ?

7 T h e y h a v e t h e l a t e s t s o f t w a r e .

8 I t h a s t h e b i g g e s t s c r e e n .

[ 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 g o i n g ?B : F i n e , f i n e .

P: W h a t a r e y o u d o i n g a t 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 .P: H o w a r e y o u g e t t i n g o n ?B : We l l , I ' m s e t t i n g u p a n e t w o r k . I ' m u s i n g

M i c r o s o f t S e r v e r .P: R i g h t . W h e r e i s J a c k i e t o d a y ? D o y o u k n o w ?B : Yes . She i s o n a t r a i n i n g c o u r s e t o d a y . S h e ' s

l e a r n i n g a b o u t t h e n e w d a t a b a s e s y s t e m .P: W h a t a b o u t M a r y a n d I m r a n ? W h e r e

a r e t h e y ?B : T h e y a r e n ' t c o m i n g i n t o d a y . T h e y h a v e a

d a y o f f .

1 W h a t a r e y o u d o i n g n o w ?

2 A r e t h e y s e t t i n g u p t h e n e t w o r k ?

3 S h e ' s w o r k i n g a t h o m e t o d a y .

4 I ' m n o t i n s t a l l i n g t h e s o f t w a r e .

5 W e ' re n o t u s i n g Wo r d .

UNIT 3 We b s i t e s

1 W h i c h w e b s i t e s d o y o u u s e?

2 W h y d o y o u u s e W i k i p e d i a ?

3 W h a t d o y o u u s e C N N f o r ?

4 W h e n d o e s s h e u s e C N N ?

[SS:

G :S:

G :S:G :S:

G :S:

G :S:

S a r a h ; G = G e o r g e ]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 rw e b s i t e .O K , w h a t d o y o u n e e d t o k n o w ?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 et r a f f i c , y o u k n o w , e x t e r n a l v i s i t s t o o u rw e b s i t e .O K .C o u l d y o u d o a r e p o r t f o r m e ?S u r e . W h e n d o y o u n e e d i t b y ?Er, t o m o r r o w m o r n i n g , I ' m a f r a i d . I t ' s f o r t h ef i n a n c e d i r e c t o r .O K , 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 ?We l l , t h e n u m b e r o f v i s i t o r s t o o u r w e b s i t el a s t m o n t h , t h e i r m o v e m e n t s a n d a c t i o n s o nt 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 .O K , I c a n d o t h a t .T h a n k s v e r y m u c h i n d e e d .




O 21

1 H o w m a n y p e o p l e v i s i t t h e s i te ?

2 W h e r e d o t h e y g o o n t h e w e b s i t e ?

3 H o w l o n g d o t h e y s p e n d o n t h e w e b s i t e ?

Q 22

1 3 0 , 0 0 0

2 7 0 0 , 0 0 0

3 1 0 , 0 0 0 , 0 0 0

4 1 0 0 , 0 0 0

5 8 0 , 0 0 0

UNIT 4 D a t a b a s e s

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 , p l e a s e ?T: S u r e . W h a t ' s t h e p r o b l e m ?C: I n ee d s o m e i n f o r m a t i o n a b o u t a b o o k

b u d g e t f r o m t h e d a t a b a s e .T: OK.C: B u t I d o n ' t k n o w h o w t o g e t i t .T : N o p r o b l e m .C : S o w h a t d o I d o f i r s t ?T : E n t e r y o u r n a m e a n d p a s s w o r d a n d p r e s s

e n t e r.C: E r m . . . ?

T : Yo u 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 .T : U s e 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 s n a v e ts - n - a - v - e - t .

C: OK.T: N o w p r e s s E n t e r . N o w w h a t i s t h e n a m e o f

t h e b o o k ?C: Basic French.

T: O K . 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 tc o l u m n . N o w P r e s s F i n d . T h e r e i t i s . O K ,

b u d g e t . C l ic k o n P u b l i s h i n g a n d s c r o l l d o w nt o P l a n t C o s t s 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 .T h a n k s , T i m .

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 p l e a s e ?

2 P l e a s e c o u l d y o u h e l p m e ?

3 W o u l d y o u h e l p m e w i t h t h i s s o f t w a r e ?

4 P l e a s e 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 P l e a s e 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 ?

Q 25

[ I = I T e x p e r t ; C = C o l l e a g u e ]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 i s y o u

g a t h e r t h e r a w d a t a w h i c h y o u w a n t t op 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 : Ye s, 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 i s y o u c r e a t e

c a t e g o r i e s t o o r g a n i s e t h e d a t a i n t o r e l e v a n tg 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 ?

C : S o r t i n g , r i g h t .I : T h e n w e a r r a n g e a n d s y s t e m i s e t h e d a t a .

T h a t ' s c o d i n g . G o t t h a t ?C: Yes , I t h i n k s o . T h e t h i r d s t e p i s c o d i n g .I : A f t e r t h a t , w e e n t e r t h e d a t a i n t o a s y s t e m .

T h a t ' s e n t r y .C : OK.I : T h e n , w e c l e a n t h e d a t a a n d d o u b l e - c h e c k

f o r f a u l t s a n d i n c o n s i s t e n c i e s . T h a t ' s t h ev a l i d a t i o n p a r t o f t h e p r o c e s s .

C : F i n e . Va l i d a t i o n .I : 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 s o

t h a t i t c a n b e a n a l y s e d . T h a t ' s t a b u l a t i o n . A l lr i g h t ?

C: T h a n k s v e r y m u c h .I : N o p r o b l e m .

26

1 e n t r y

2 c o l l e c t i o n

3 t a b u l a t i o n

4 v a l i d a t i o n

5 s o r t i n g

6 c o d i n g

i g a t h e r

8 c r e a t e

9 a r r a n g e

1 0 e n t e r

11 d o u b l e - c h e c k

1 2 f o r m a t

f j l 7

1 e m e r g i n g t e c h n o l o g y

2 c l o u d c o m p u t i n g

3 d a t a s t o r a g e4 h a r d d r i v e5 e x t e r n a l d r i v e s

6 b a c k - u p p r o v i d e r s




[ T = T i m ; S = S a n d y ]T : S a n d y , 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

s t o r a g e d e v i c e s ?S: S u r e . 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

a t h o m e .S : R i g h t .T : I 'v e g o t l o t s o f m u s i c a n d p h o t o s o n m y

c o m p u t e r a n d I t h i n k I s h o u l d b a c k t h e m u p .S: I k n o w w h a t y o u m e a n .T : W h a t s h o u l d I b u y ?S: I 'd r e c o m m e n d a n e x t e r n a l h a r d d r i v e . T h a t ' s

w h a t I 'v e g o t a t h o m e . H o w m u c h c a n y o us p e n d ?

T: $ 2 0 0 .S: T h a t s h o u l d b e f i n e . Yo u s h o u l d b e a b l e t o

g et 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 g e t o n e t h a t b a c k su p a u t o m a t i c a l l y f r o m y o u r c o m p u t e r w h e ni t is c o n n e c t e d .

UNIT 5 E - c o m m e r c e

[ I = I n t e r v i e w e r ; D = D a v i d ]I : D a v i d , t e l l m e , h o w m u c h o f y o u r b u s i n e s s i s

o n l i n e n o w ?

D : N o t m u c h , r e a l l y . O n l y a b o u t 7 % .I : W h y ' s t h a t , d o y o u t h i n k ?D : We l l , m o s t o f o u r c u s t o m e r s b u y o u 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 w h e nt h e y b u y t h e i r f o o d . A n d m o s t p e o p l eg o o u t t o b u y t h e i r f o o d . T h e y g o t o t h es u p e r m a r k e t .

I : D o y o u t h i n k t h i s w i l l c h a n g e ?D : P r o b a b l y b u t s l o w l y . L a s t y e a r o u r o n l i n e

b u y i n g w a s a b o u t 5% o f o u r b u s i n e s s .I : S o, i t i s g r o w i n g a l i t t l e .

D: Ye s , 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 rc u s t o m e r s w i l l s t i l l b u y o u r p r o d u c t s f r o mt h e s u p e r m a r k e t s o n t h e i r w e b s i t e s . I d o n ' tt h i n k t h e y w i l l b u y o n l i n e f r o m u s d i r e c t .

1 n o t a l o t o f t i m e

2 t o o m u c h w o r k

3 o n l y a l i t t l e m o n e y

4 a f e w c o m p u t e r s

5 a l o t o f m e m o r y

1 o p e n a n a c c o u n t

2 g o t o t h e c h e c k - o u t

3 p u t a n i t e m i n t h e b a s k e t

4 b r o w s e t h e w e b s i t e

5 c h o o s e a n i t e m

6 c h e c k t h e o r d e r

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 a c c e s st o a l l e m p l o y e e s .

2 I ' l l d o t h e s e c u r i t y c h e c k s a n d t h e n u p g r a d et h i s w e e k .

3 W h e n w i l l y o u f i n i s h t h e w o r k ?

4 Yes , I w i l l .

5 N o , s h e w o n ' t .

[ M = M o n i k a ; S = S h a y a n ]M : S h a y a n , 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

c o m p l e t e s a n o n l i n e t r a n s a c t i o n ?S: O K , i t ' s v e r y e a s y . 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 s e l l e r ' 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 o f t h e p r o d u c t a n d s e n da r e s p o n s e . A f t e r t h a t , t h e c u s t o m e r c h e c k so u t a n d c o m p l e t e s t h e p a y m e n t i n s t r u c t i o n sT h e n t h e s e r v e r w i l l s e n d a p a y m e n t r e q u e s tt o a p a y m e n t ga t e w a y . T h e p a y m e n t g a t e w aw i l l c h e c k t h e b u y e r ' s a b i l i t y t o p a y w i t h t h eb a n k . O K ?

M : F i n e . G o 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

a c c e p t a n c e o r r e j e c t i o n t o t h e s e l l e r ' sw 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 g a t ew a y .F i n a l l y , 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 rr e s p o n s e w i t h t h e o r d e r c o n f i r m a t i o n o rr e j e c t i o n .

M : W i l l t h e c u s t o m e r h a v e t o r e g i s t e r ?S: Ye s, 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

b e f o r e t h e y c o m p l e t e t h e t r a n s a c t i o n .M : T h a n k y o u . N o w I u n d e r s t a n d .




UNIT 6 Network s y s t e m s

O 34

[ 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 to see y ou a g a i n . H ow

a r e y o u ?

K : I' m f i n e . A n d y o u ?A : F i n e , t h a n k s .K : I' m re a l l y g l a d t o h e a r a b o u t y o u r s u c c e s s .A : T h a n k y o u .K : So h o w ca n I h e l p y o u ?A : I w a n t e d to see y ou 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 o ff er our

p r o d u c t s and s e r v i c e s o n l i n e t o i n c r e a s e our

m a r k e t s h a r e . W h a t do y ou t h i n k ?

K : T h a t ' s a g r e a t i d e a . Y ou s h o u l d d e f i n i t e ly do

t h a t .

A : G o o d . So w h a t ex a c t l y s h o u l d I do?K: I' d r e c o m m e n d t h a t y ou set u p an

E - c o m m e r c e f l o w e r s h o p .A : OK.

K : I ' l l s e n d yo u an e - m a i l w i t h s o m er e c o m m e n d a t i o n s .

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 to be

r e a d y for M o t h e r ' s Day.

K : In t h a t c a s e , I' d s u g g e s t we s t a r t r i g h t a w a y.L e t me ask y o u s o m e q u e s t i o n s ...

0 35

1 m o d e m

2 r e p e a t e r

3 b r i d g e

4 r o u t e r

5 g a t e w a y

6 s w i t c h

7 h u b

8 w i r e l e s s

9 a c c e s s p o i n t

1 0 n e t w o r k c o n n e c t o r s11 n e t w o r k i n t e r f a c e c a r d

O 36

[ B = B o r i s ; A = A h s a n ]B : I h a v e 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 can y ou s u g g e s t ?A : W h y d o n ' t y o u c h a n g e t h e h u b ?B : 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 f i n e .

A : OK. H ow a b o u t a d d i n g a r e p e a t e r t h e n ?B : H m m , I' m no t s u r e it w i l l h e l p . It' s n ot a

p r o b l e m w i t h t h e s i g n a l s t r e n g t h .A : OK, t h e n y o u s h o u l d c h e c k t h e c a b l e s and

n e t w o r k d e v i c e s t o m a k e s u r e 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 .B : W h a t a b o u t c h a n g i n g t h e m o d e m ?A : I d o n ' t t h i n k i t ' s n e c e s s a r y. I t h i n k i t ' s a

p r o b l e m w i t h t h e b r i d g e , s w i t c h or th e

r o u t e r . Y ou s h o u l d l o o k a t th e s p e c i f i c a t i o n s .B : OK, I w i l l . T h a n k s for y o u r h e l p .

A : W h y d o n ' t y o u c h e c k u s e r r e c o m m e n d a t i o n so n t h e i n t e r n e t as w e l l ?

B : G o o d i d e a . I ' l l do t h a t .

tj0 3 7

1 W h y d o n ' t y o u c h a n g e t h e m o d e m ?

2 H ow a b o u t c o n n e c t i n g a r e p e a t e r ?

3 W h a t a b o u t l o o k i n g on th e w e b s i t e ?

O 38

1 W h e n d i d t h e y s t a r t w o r k ?2 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 y e s t e r d a y .

3 We d i d n ' t w o r k l a s t w e e k .

4 She w e n t to the o f f i c e on S u n d a y.

5 D i d y o u f i n i s h t h e r e p o r t ?

0 39

[ K = K a r o l i n e ; S = Sa m]

K : H ow do y ou d e s c r i b e n e t w o r k s p e e d ?S: In b i t s , k i l o b i t s , m e g a b i t s a n d g i g a b i t s . T h e y

d e s c r i b e n e t w o r k s p e e d . F or e x a m p l e , d i a l -u 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 da n d DS L f r o m 512 k i l o b i t s pe r s e c o n d t o 3

m e g a b i t s p e r s e c o n d .

K : OK. I've got t h a t . W h a t a b o u t t h e r a n g e ?S: R a n g e is t he d i s t a n c e of n e t w o r k c o v e r a g e ,

s o 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 .M o s t c o u n t r i e s u se m e t r i c b u t s o m e use

f e e t as u n i t s of m e a s u r e m e n t . M e t r e s or f e e tu 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 .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 r a n g e u p

t o 1 50 f e e t or 46 m e t r e s i n d o o r s a n d 300 f e e t

o r 92 m e t r e s o u t d o o r s .K : T h a n k s .




1 7 7 k i l o b i t s p e r s e c o n d

2 5 m e g a b y t e s a s e c o n d

3 2 g i g a b y t e s p e r m i n u t e

4 2 5 0 m e t r e s

5 4 0 f e e t

UNIT 7 IT s u p p o r t

0 4 1

[ H = H a i d e r ; M = M a r y a m ]H : H e l l o , I T H e l p D e s k .M : H i , t h i s i s M a r y a m f r o m H u m a n R e so u r c es .H : H i , t h i s i s H a i d e r . H o w c a n I h e l p y o u ,

M a r y a m ?M : I s w i t c h e d m y c o m p u t e r o ff 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 .H : W h a t t y p e o f 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 . I t 's a d e s k t o p c o m p u t e r .

I t w o r k e d f i n e y e s t e r d a y .H : D o n ' t w o r r y . H a v e y o u c h e c k e d t h e c a b l e

c o n n e c t i o n s ?M : N o , I h a v e n ' t . I c a n se e 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 a r e t i g h t a n d f u l l y

p l u g g e d i n .M : O k , g i v e m e a s e c . O h , I t h i n k I ' v e 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 i s u n p l u g g e d .I t ' 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 g o ?

H : T h e p o w e r c a b l e s h o u l d g o i n t h e t h r e e -p r o n g e d p o r t o n t h e c o m p u t e r .

M : O K , d o n e . L e t m e t r y n o w . I t 's w o r k i n g f i n e .S o r r y a b o u t t h a t . S t u p i d o f m e .

H : 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 PCb y m i s t a k e l a s t n i g h t .

M : 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 , H a i d e r .

H : Yo u ' r e w e l c o m e . H a v e a g o o d d a y.

M : Yo u t o o .

0 4 2

1 c h e c k e d

2 s w i t c h e d

3 u n p l u g g e d

4 w o r k e d

5 d i s c o n n e c t e d

1 H a v e y o u r u n t h e c o m p u t e r i n t h e b a t t e r ym o d e ?

2 H o w l o n g h a v e y o u h a d t h e i P a d ?

3 H a v e y o u c h a r g e d t h e b a t t e r y ?

4 H a s h e o p e n e d t h e f i le ?

5 H a s s h e e n t e r e d h e r u s e r n a m e a n dp a s s w o r d ?

6 H a v e t h e y c h a n g e d t h e I n t e r n e t S e r v i c eP r o v i d e r ?

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 s p a c e ?

8 H a v e y o u i n s t a l l e d o r u n i n s t a l l e d s o f t w a r er e c e n t l y ?

9 H a s 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 ?

0>44

C u s t o m e r 1Today is 5 May . Please leave your m essage af ter

th e tone.

H i . M y n a m e is B o l e k . I ' v e r e c e i v e d a W o r d F i lb u t i t w o n ' t o p e n i n O f fi c e . 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 i s 0 5 0 4 4 4 5 5 5 3 . T h a n k y o uThank you for your cal l . The service person

is Alex.

C u s t o m e r 2Today is 16 June. Please leave your mess age af te

the tone.

H i , m y n a m e i s S a r a . I ' v e l o s t a f i l e t h a t I o p e n e df r o m a n a t t a c h m e n t . P l e a s e h e l p .M y c o n t a c t n u m b e r i s 0 5 5 8 2 1 4 3 2 8 . T h a n k y o uThank y ou for your cal l . The service person

is James.

C u s t o m e r 3Today is 13 July. Please leave your mes sage af ter

the tone.

H e l l o , m y n a m e is S y l v i a . I ' v e d e l e t e d s o m e f i l e sC a n I r e c o v e r t h e m ?M y c o n t a c t n u m b e r i s 0 5 0 7 8 9 5 4 2 1 . T h a n k y o u .Thank y ou for your call . The service person

is Mahmoud.



r e v e r s i b l e r a t c h e t d r i v e r

s c r e w d r i v e r

h e x k e y s e t

p l i e r s

w i r e c u t t e r

w i r e s t r i p p e r

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

t h r e e p r o n g h o l d e r

t w e e z e r s

0 a n t i - s t a t i c w r i s t s t r a p

Q 4 6

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 ' v e u p g r a d e d m y

c o m p u t e r t o W i n d o w s 7 a n d n o w I c a n ' t f i n dm y p e r s o n a l f il es a n y w h e r e

H : I see .T : I 'v e 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 f i le 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 f i l e . D o n ' t w o r r y .T: W e l l , I h o p e s o .

H : W h a t W i n d o w s v e r s i o n d i d y o u h a v e b e f o r e ?T : B e f o r e I h a d W i n d o w s Vi s t a .H : O K . I s y o u r c o m p u t e r o n ?T: Yes , i t i s .

H : G o o d . F i n d Windows.old f o l d e r i n y o u r Cd r i v e .

T : I d o n ' t u n d e r s t a n d . H o w ? I c a n ' t s e e i t i nW i n d o w s E x p l o r e r .

H : P l e a s e g o t o t h e s e a r c h b o x , w r i t e

Windows.old a n d c l i c k e n t e r .T: OK.H : T h e Windows.old f o l d e r c o n t a i n s d i f f e r e n t

f o l d e r s . Yo u r f o l d e r s a n d fi l e s a r e i nD o c u m e n t s a n d S e t t in g s . Yo u s h o u l d f i n d t h ef i l e s 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 o f f i c e i f y o u s t i l l h a v ea p r o b l e m . G o o d l u c k .

T : T h a n k s .

0 4 7

1 H o w c a n I h e l p y o u ?

2 I see .

3 I ' m s u r e w e c a n f i n d y o u r f i l e .

4 P l e a s e g o t o t h e s e a r c h b o x . ..

5 G o o d l u c k .

UNIT 8 IT s e c u r i t y an d s a f e t y

0 48

[ L = L u d e k ; A = A l e s ]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

s e e m s t o w o r k .A : H m m , w h a t h a v e y o u d o n e t h i s t i m e ? Wo w

Yo u r l a p t o p is a m e s s .L : S o r r y a b o u t t h a t . I ' l l c l e a n i t u p .

A : H a v e y o u u p d a t e d y o u r a n t i v i r u s s o f t w a r er e c e n t l y ?

L : Ye s , I h a v e . I d i d i t l a s t w e e k .A : We l l , t h a t ' s g o o d .L : I ' m a f r a i d I m a y l o s e m y p r o j e c t . I h a v e n ' t

b a c k e d i t u p .A : H m m . Yo u m i g h t h a v e s p y w a r e o r s o m e

o t h e r m a l w a r e o n y o u r c o m p u t e r . Yo us h o u l d i n s t a l l a g o o d s p y w a r e d o c t o rp r o g r a m . A n a n t i v i r u s p r o g r a m m a y n o tc a t c h e v e r y t h i n g .

L : O K , I ' l l d o t h a t .A : A n d w h y d o n ' t y o u p r o t e c t y o u r W L A N

a c c e s s w i t h a p a s s w o r d ? I t 's l i k e l y y o u w i l la t t r a c t h a c k e r s a n d p i g g y b a c k e r s a n d t h e ny o u m i g h t l o s e a l o t o f w o r k .

L : F i n e , I ' l l d o t h a t .

A : I ' l l s c a n y o u r s y s t e m w i t h m y a n t i - s p y w a r es o f t w a r e n o w a n d s e e i f t h e r e is a p r o b l e m .

L : T h a n k s .

0 49

1 Yo u r m u s t n ' t p u t y o u r c u p o f c o f f e e o nt h e c o m p u t e r .

2 Yo u m u s t n ' t w o r k w i t h o u t b r e a k s .

3 Yo 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 o f f i c e .

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 Yo u s h o u l d n ' t e a t l u n c h a t y o u r d e s k .

A d i i t 77



P a r t n e r f i l e s : S t u d e n t B

1 W o r k i n g i n t h e I T i n d u s t r yB 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 p a g e 11

S t u d e n t B : Yo u a r e S h a r i f a . Yo u w i l l r ec ieve

a c a l l f r o m M r s M a h m o u d i n a n sw e r t o y o u r

e m a i l . M a k e s u r e s he an s w e r s t h e q u e s t i o n s i n

y o u r e m a i l .

3 W e b s i t e sWe b s i t e a n a l y t ic s S p e a k i n g e x e r c i s e 8 p a g e 23

S t u d e n t B : G i v e S tu d e n t A i n f o r m a t i o n a b o u t

w e b s i t e t r a f f i c t o y o u r c o m p a n y ' s w e b s i t e .

A s k a b o u t h i s o r h e r w e b s i t e .

Yo u r c o m p a n y :

N u m b e r o f v i s i t o r s : 5 0 0 , 0 0 0 ea ch m o n t h

Vi s i t o r l o c a t i o n : t h e M i d d l e E a st a n d

N o r t h A f r i c a

L e n g t h o f t i m e o n s i t e : 2 m i n u t e s

6 N e t w o r k s y s t e m sB 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 p a g e 51

S t u d e n t B

M o n d a y m o r n i n g — a t t en d e d a t r a i n i n g

cour se a t t he c o l l e g e

a f t e r n o o n — w e n t t o t h e d o c t o r

T u e s d a y m o r n i n g — w o r k e d a t h o m e

a f t e r n o o n — w a s o f f

f l



7 I T s u p p o r tF au l t d i a g n o s i s S p e a k i n g e x e r c i s e 8 p a g e 53

S t u d e n t B

1 H e l p S t u d e n t A w i t h t h e p r o b l e m .

T h e m a i l server asks for a usernamea n d p a s s w o r d .

H a s S t u d e n t A u s e d t h e w r o n g p a s s w o r d ?

S t u d e n t B


Yo u c a n n o t access th e I n t e r n e t at t h e m o m e n t .

A s k f o r h e l p .

S t u d e n t B

3 H e l p S t u d e n t A w i t h t h e p r o b l e m .

T h e r e i s a n e w d e f a u l t p r i n t e r.

S t u d e n t B


T h e o p e n e d p a g e i s too large for the screen.



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Vocational English s e r i e s . It is d e s i g n e d fo r s t u d e n t s i n v o c a t i o n a le d u c a t i o n an d for c o m p a n y e m p l o y e e s in t r a i n i n g at w o r k . W r i t t e n by

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s p e c i a l i s t v o c a b u l a r y a n d s k i l l s t h a t l e a r n e r s n e e d t o s u c c e e d i n t h e i r

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m a k i n g t h e m i m m e d i a t e l y r e le v a n t t o s t u d e n t s ' n e e d s

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e d i t a b l e t e s ts and m u l t i - l i n g u a l g l o s s a r i e s

• s t u d en t C D - R O M w i t h i n t e r a c t i v e g l o s s a ri e s i n b o t h B r i t i s h an d

A m e r i c a n E n g l i s h a n d f u l l c o u r s e b o o k a u d i o i n MP 3 f o r m a t

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