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1 English for Information Technology Elementa

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EFL for Information technology

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Content

English for
Information Technology

•••
•••
IIIIIIW

---PEARSON

Longman

Maja Olejniczak
Series editor David Bonamy

Jobs in IT p.6

Computer
software p.14

Present tense of be
I'm Natasha, nice to meet you.

IntroductiOns
Personal questions

Describing your job

Present Simple
What do you do?
I am a programmer.

Jobs

Describing your daily routine and
times

Schedules
What time does it start?

Routines
Times

Using the alphabet

What does WWW stand for?
How do you spell that?

IT acronyms
The alphabet

Describing computer hardware

Comparatives
That monitor is bigger than mine.

Computer hardware

Describing computer software

Superlatives
That software is the easiest to use.
Present tense of have(got)
We've got the best software.

Computer softw ware

Describtng tasks

Present continuous
Are you installing it now?

Computer tasks

Understanding computer usage

must, mustn 't, can, can't,
don't have to
I must update my files

Computer usage

Talking about websites

Question words (1)
Which websites do you visit?

Purpose of websites

Getting information about websites

Question words (2)
How many people visit our website?
Large numbers

Website analysis tools

Developing a website

Describing steps in a process
After that.. .

Functions of a website
Features of a website

Talking about your favourite
websites

Describing things
There are a lot of photos on this website

Adjectives

Understanding database products

Asking people to do things
Could you help me, please?

Entering a database

Describing data processing steps

Quick questions to check understanding
Got that?

Data processing steps
Prepositions

Talking about data storage and
devices

Asking for and giving advice
What should I do?
You should buy a flash drive.

Data storage and back-up
solutions

development p.24

processing p.30
Data storage and
back-up p.32

Using data in company departments

2

Company departments

E-commerce
companies p.36

Types of business
many; a few,

E-commerce
features p.38

Describing the features of an
e-commerce website

Linking ideas
I have a PC and laptop at home

Website features

Transaction
security p.40

Talking about security

Future (will + infinitive)
Hackers won't be able to get into the network

Networks

Describing the transaction process

Online transactions

Business matters p.43
Types of
network p.44

Network range and
speed p.SO

Explaining networks

Giving reasons
I'd recommend a Dell computer because
it's cheaper.

Types of network system

Descnbing and fixing network
hardware

Making suggestions
Why don't you call the IT Help Desk?

Network hardware
Problems with hardware

Using the past tense

Past Simple
When did they launch the network?
Time expressions
yesterday

Networking sites

Network terminology
Speeds and ranges

Talking about network capabilities

Understanding faults
diagnosis p.S2

The present perfect
Has (s)he switched off the computer?

Filling in service reports

Using toolkits and making repairs

Fault diagnosis: questions
and answers
Fault diagnosis questions
Possible solutions

Explaining the use of something
We use tweezers to hold small objects

Solving customer service problems

Toolkits
Computer hardware
Phonecalls

Business matters p.S9

Workstation health
and safety p.62

Reporting
incidents p.66

Describing security solutions

Expressing possibility
You may have a virus on the computer.

Types of security threats
Security systems

Identifying a safe working
environment

should/shouldn't

Office rules

Explaining network and system
security

Expressing prohibition
You mustn't give your password to anyone.

Security procedures

Reporting a security incident

Reporting process

Business matters p.67
Partner files: Student A p.68
Audio script p.69
Partner files: Student B p.78

Content:;

I

3

Meeting people
Speaking

1

How do you greet people in your countr y? What do you say when you greet
people in English?

Reading

2.

Complete these dialogues with the words in the box.

all

too

is
you

meet
name's
Nice
Welcome
What's

this

Natasha.
1 Natasha: Hi, my (1)
Khalid: Pleased to (2)
you. I'm Khalid Ali.
Natasha: Pleased to meet you, (3) _ _ __

Listening

Speaking

2

Philip:
Ahmed:
Philip:

Good morning. (4) _ _ __ your name?
I'm Ahmed. And (5)
are?
My name's Philip. (6)
to meet you.

3

Tim:
All:
Tim:
Ingrid:
Linda:
Tim:

Hi everybody, (7) _ _ _ _ is Ingrid.
Hi!
lngrid, this (8) _ _ _ _ Ahmed, Linda, Mohammed and Mansoor.
Nice meeting you (9) _ _ __
Likewise.
(10) _ _ _ _ to the team and good luck.

J

Listen and check your answers.

4

Listen again and repeat the dialogues.

'i

Work in small groups. Practise introductions. Follow the instructions below.
1 Introduce yourself.
2 Introduce a new team member.

4

\\'(>t king

In tltn iT litdustry

Listening

6

Listen to this dialogue and choose the correct answers.
Kathryn: Karim, what do you do?
Karim:
I'm a (1) website developer/ network administrator. Who do you
work for?
Kathryn: I work for CISCO. I'm a (2) system analyst/ website analyst there.
Where are you from, Karim?
Karim:
I'm from Kuwait. I work for Microsoft there. And where are you
from, Kathryn?
Kathryn: I'm from the (3) UK/ US but now I live in Qatar. Do you know where
Glenda's from?
Karim:
She's from the US.
Kathryn: And what's her job?
Karim:
She works for (4) IBM/Dell. Her job is to set up new systems.

Language

Present tense of be
We use be to say who somebody is
or what something is.

I'm Sam.
You're/We're/They're from the UK.

You/ We/They are from the UK.

He's/She's a website developer.

He/She is a website developer.

It's in the US.

It is in the US.

Where are you from?

We use be to ask personal
questions.

7

I am Sam.

What's his name/job?

What is his name/job?

Listen and repeat these words.
I'm , You're , She's, He's, It's, We're , They're/ Their

Reading

8

Complete this email with am, is, are, their, our or my.

Dear Colleagues
My name (1) _ _ _ _ Jessica Martin and I (2) _ _ _ _ the IT Support team
leader. The IT Support team members (3)
Eli Ibrahim and Guido Pitteri. Mahmoud (4)

: Mahmoud AI Banawy,
our network administrator.

Eli and Guido (5)
system maintenance officers. (6)
keep our systems going. (7) _ __ _ job is to support you.

(8)

contact number (9)

job is to

675 567 567.

Best regards
Jessica Martin

Writing

Speaking

9

Write a reply to the email in 8. Introduce yourself and three people in
your group.

10 Work in pairs. Ask and answer questions about your jobs, companies
and nationalities.
Example:
A: Whe re are you from?
8 : I'm from .. ..
Working In the IT industry

5

Jobs in IT
Speaking

1

Work in small groups. List the IT jobs you know.

Reading

2

Read this team introduction. Complete the desc riptions 1-4 with the IT jobs in
the box.

Hi! I'm Sylvia. I create usernames and
passwords and I set firewalls.
This is Isabelle. Herjob is to plan and design the
network. And this is Andrew. His job is to make sure
all of the computers work properly. Finally, Mark and
Latika. Their area is data processing. We all work for
the university. Our offices are in building 8.

database analyst
network architect
1

IT support officer

network administrator

Sylvia is a _ _ _ __ _ _ _ _ _ _ __

2 Isabelle is a - - - - - - - - -- - 3 Andrew is an _ _ _ _ _ _ _ _ _ _ __
4 Mark and Latika are _ _ _ _ _ _ _ __
Language
Present simple
What do you do? I'm a programmer.
We use the present simple
to talk about routines and
things that are permanent or
happen all the time.

What does she do? She's a developer.
Where does she work? She works for IBM in Poland. She doesn't work in
Estonia.
Where do they work? They work for Siemens in Egypt.
Do you work in fT? Yes, I do/No I don't.

Listening

1

Listen to three people talking about their jobs. Complete these job
descriptions.
Karl
Job: software _ _ __
computer games.
Responsibilities: he designs and
2 Heba
Job:
analyst
Responsibilities: he
computer problems.
3 Wojtek
Job: database - - - Responsibilities: he analyses and _ _ _ _ electronic data.

6

1

I Working In the IT Industry

Speaking

4

Work in pairs. Ask and answer questions about Karl, Heba and Wojtek.
Example:
A: What does Karl do?
B: He's .. ..

Listening

5 ,_L.ai_
Ahmed:
Betty:
Ahmed:
Milo:
Betty:
Milo:
Betty:
Milo:

Listen and complete this dialogue.
Where (I)
you work, Betty?
I work for Dell in Dubai. What (2)
you?
for HP in Budapest. What do you (4)
, Milo?
I (3)
I'm a (5)
developer. I work (6)
Microsoft in Prague.
Milo, do you (7)
Frida?
Yes, I do. What do you (8)
to know?
Where (9)
she work?
She works with (10)
in Prague. She designs websites for

(11) _ __
Ahmed:

6

I see. Right, let's go. The workshop starts in five minutes.
Listen and repeat these questions.

1 Where do you work?

2 What about you?

3 What do you do?
4 What do you want to know?
5 Where does she work?
Writing

7

What is your dream job? Write a job description for the job of your choice.
Job:
Company to work for:
Responsibilities:

Speaking

8

Tell the rest of the group about your dream job. Use your notes to help you.
Example: My dream job is .. . . I design/ solve/ analyse ....

Working in the IT industry

!1

7

Schedules
Listening

1

Penelope:
Don:
Penelope:
Don:
Penelope:
Don:
Penelope:
Don:
Penelope:
Don:
Penelope:

Hi, Don. (1)
are you?
I' m (2)
thanks, Pe nelope. And you?
I'm OK. Bit tired from the flight.
Right.
(3)
workshop (4)
you want to attend today, Don?
I want to go to the CISCO network security workshop.
Sounds interesting. What time does it start?
lt (S)
at9. 15.
does it finish?
And (6)
It (7)
at 4.00 in the afternoon.
Well, I (8)
to attend the Microsoft Windows Applications
at 8.30 am and (10)
at 6.00 pm.
workshop. It (9)
But they have two breaks, at 10.30 and 12.45.
That's good.
Hope you enjoy your session.
You too. See you around.

Don:
Penelope:
Don:
Language
Schedules

We use at with clock times.



I'

It starts at 9.15. (nine flteen/quarter past nine)
It begins at 8.30. (eight thirty/half past eight)

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

It finishes at 4.00. (four o'clock)
It ends at 5.05. (five oh five/five past five)

I

When do you have a break?

,.

...

'

~

We have a break at 12.45. (twelve forty-five/a quarter to one)

Liste n and repeat these times .
1
2
3
4

8

r

7.05
6.45
8 o'clock
10.45

5 4.35
6 2.15
7 12 o'clock
8 9.50

3

Listen and repeat these sentences.
1 It finishes at 5.00.

2 It ends at 8.00.
3 It starts at 6.00.
Work in pairs. Ask and answer questions about your daily schedule and breaks.
Make notes.

Speaking

Example:
A: What time/ When do you start work?
B: I start at 8.00. What about you?
A: I begin at ....

5

Tell another pair about your partner's schedule.

Example: ... starts work at 8.00 and finishes at 4.00. She has a break at 12.00.
Reading

6

Complete these sentences with the words in the box.

at

at

in

for

from

I work in an office (1)
Dubai but I'm (2)
Canada. I work
(3)
SAP there. I start work (4)
8.15, have lunch in a cafe
(5)
1.30 and finish about 5.00.

Writing

7

Write three sentences about yourself and your daily schedule.

9

Spelling
Speaking

1

Work in small groups. List the IT acronyms you know.

(HyperText Markup Language)
HTML is a mark-up language used to
describe the structure of a web page.

HTML

FTP (File Transfer Protocol) a standard

L

network protocol used to copy a file from one
host to another.

WLAN (Wireless Local Area Network) A type
of
local-area
network
that
uses
high-frequency radio wires to communicate
between nodes.

Listening

2 Lull....,.,_
Andrei:
Bob:
Andrei:
Bob:
Andrei:
Bob:
Andrei:
Bob:
Andrei:
Bob:
Andrei:
Bob:

3

Listen and complete this dialogue.
Bob, can you (1)
me, please?
Sure.
I don't understand this acronym. What does it (2)
for?
Let me see. 'W3'.1'm not sure. Maybe WWW, the World Wide Web.
OK. What does P2P stand for?
(3)
stands for person-to-person.
OK. What does IP (4)
?
It means Internet Protocol.
How do you (5)
'Protocol'?
p-r-o-t-o-c-o-1.
Thanks.
You're welcome.
Listen to the letters and repeat them.

a hjk
bcdegptvz
flmnsxz
iy

Z /zed/ in British
English and /zee/ in
American English.

0

quw
r
Speaking

4

Work in pairs. Make a list of acronyms.
Ask and answer questions.

Example:
A: What does HTML
stand for/ mean?
B: It stands for/ means .. ..

10

1

~ Workin~ 111

the IT industry



Business matters
Writing

~

You are at a training workshop. The trainer asks all the trainees to complete the
form and introduce themselves. Complete this form about yourself.
Participant Information

Name: ________________________________________
DOB: _ _ __
Contact:

Date: ______

Place of residence: -----------------------------

Phone ___________________

Email __________________

Interests: -------------------------------------------------------

IT job you want and why: _____________ _ _ _ _ _ _ _ _ _ _ _ __

2

Work in pairs. Swap your profiles and introduce your partner.

3

Write an email message to introduce yourself to the employees in th e company
using the profil e below or your own information.

You are a new employee in a company. Your position is a network
administrator. You are responsible for setting up firewalls, security levels,
wireless connection, usernames and passwords.

Speaking

4

Work in pairs. Student A: you are the IT help desk coordinator, Mrs Mahmoud.
Turn to page 68. Student B: you are Sharifa. Turn to page 78. Complete the task.
Swap the roles.

~

Dear Mrs Mahmoud ,

-

I am a new employee in Finance. I need help with access to
the company network . Please can you organise a training
session for me? I am free on Thursday after 2.30. Do I need
to come to your office? Do you give certificates after the
training? Thank you very much for your help .

-...

Sharif a

--

.

I

Working In U1e IT Industry 1 1

11

Computer hardware
Speaking

1

Work in small groups. Make a list of all the computer hardware you use in your
work or study.

Vocabulary

2

Label the diagram with the correct items 1-11.
1
2
3
4
5

Listening

3

monitor
case
motherboard
CPU (Central Processing Unit
or Processor)
main memory (RAM)

Bob:
Daisy:
Bob:
Daisy:
Bob:
Daisy:
Bob:
2

I

Computl:'r sysll:'ms

expansion cards (video, graphic)
power supply unit
optical disk drive
hard disk drive
keyboard
mouse

,....,........,.... Listen to two colleagues and complete this dialogue.
Bob:
Daisy:

12

6
7
8
9
10
11

What do you think? Which (1)
I'm not sure. This computer has a (2)
has a (3)
processor.
And the other one?
Well, it is (4) _ _ __
And(S) _ __

is better for the sales team?
memory and I think it

Yes, you're right. Lighter and smaller.
But the bigger one is ( 6) _ _ __
So what is our decision?
I'm not sure. Let's go for a coffee and discuss this again.

Language
Comparatives
We use comparative adjectives to compare two people or things.
For short adjectives we add -er
(than) . Be careful of spelling.

For long adjectives we use
more/less (than) .

bigger

The new monitor was bigger than the old monitor.

faster

Your processor is faster than mine.

easy

easier

It's easier to use than the other one.

difficult

more/less
d ifficult

This version is more difficult to use than the old
version.

expensive

Some comparatives are irregular.

4

big
fast

more/less
expensive

His computer is less expensive than hers.
I think you should buy that CPU. It is more reliable
than the one you have.

reliable

more/tess
reliable

bad

worse

That screen resolution is much worse than before!

better

I really like this mouse. It's so much better than the
old one.

good

Make the comparative form of these adjectives.
Example: long -'lo>«n-':.:~"'e.._r_ _ _ _ _ __

1
2
3
4

light----- - - - - efficient _ _ _ _ _ _ _ _ __
long _ _ _ _ _ _ _ _ _ __
wide _ _ _ _ _ _ _ _ _ __

5 heavy---------6 fMt _ _ _ _ _ _ _ _ _ __
7 dMk _ _ _ _ _ _ _ _ ___

8 soft----------9 hard _ _ _ __ _ __ __
10 durable _ _ _ _ _ _ _ __

Reading

5
6

Listen again and repeat the words.

I

Read these product descriptions and make sentences using comparatives.

Listen and check your answers.

Example: The Corsair is longer than the lmation but slimmer.

Corsair Flash Survivor GT 8GB

lmation Clip Flash Drive 4GB

8GB
Read at 34MB/s
Write at 28MB/s

4GB
Read at 15MB/s
Write at 9MB/s
2.95" X 1.14"
Plastic
No data encryption
Rve year warranty
Price £10

3.25" X 0.75"
Aluminium
256-bitAES
SW encryption
Ten year warranty
Price £25

Writing

8

Work in pairs. Write an email to a colleague comparing the two products in 7.
-

Computer systc.rns

13

Computer software
Speaking

Work in small groups. Make a list of all the computer software you use in your
work or study. Think about:




2

application software
programming software
system software

Make a list of the computer software your non-IT colleagues use.

Language
Superlatives
We use superlative adjectives to compare a person or thing with a number of other people or things.

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

For long adjectives we use
the most/the least.

big

biggest

The new monitor was the biggest in
the room.

fast

fastest

Your version of the software is
the fastest.

easy

easiest

It's the easiest to use.

difficult

the most/least difficult

This version is the most difficult
to use.

expensive

the most/least expensive

His computer is the least expensive.

reliable

the most/least reliable

I think you should buy that. It is the
most reliable.

bad

the worst

That is the worst software I've
ever used!

good

the best

I really like this website. It's the best
I've seen.

Some superlatives are irregular.

Speaking

3

Work in small groups. Talk about the software you and your non-IT colleagues
use. Answer these questions.
1
2
3
4
5
6
7

14

What are the differences between the IT and non-IT software you have listed?
Which is the cheapest?
Whi ch is the most expensive?
Whi ch is the most/ least reliable?
Whi ch is the most difficult/ easiest to use?
Which is the best/ worst?
Which is the most/ l east user-friendly?

Listening

4

Listen to two colleagues discussing software and complete
this dialogue.
Tim:
Simone:
Tim:
Simone:
Tim:
Simone:
Tim:
Simone:
Tim:
Simone:

What do you think about these three photo imaging
packages?
It's a difficult choice. All three are very good but they
have different strengths.
I agree.
image (2) _ __
Serif Image Plus has (1)
OK.
But Magic Extreme has the (3) _ _ __
processing of images.
special
You're right. Also, Serif has (4)
(5)
. But what about Snap Pro?
Well, it has the (6)
dubbing options.
And Snap Pro is the best for (7)
photos.
I'm not sure. Serif has (8)
efficient

(9) _ __
Tim:
Simone:
Tim:
Simone:
Tim:
Simone:

Which is the most expensive?
Oh, Serif Image Plus.
And the cheapest?
Snap Pro.
Let's get Snap Pro then.
I'm still not sure!

Language

Present tense of have (got)

We use have (got) to
talk about possession.

l've/You've/We've/They' ve (got) ...

//You/We/They have (got) ...

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

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

//You/We/They haven't (got) ...

//You/We/They have not (got) .. .

He/She/It hasn't (got) ...

He/She/It has not (got) ...

//You/We/They don't have ...

//You/We/They do not have ...

He/She/It doesn 't have ...

He/She/It does not have ...

---------t
---------1

Have I you/we/they got ... ?
Has he/she/it got ... ?
Do //you/we/they have ... ?
Does he/she/it have ... ?

Listening

5

Listen and repeat these sentences.
1
2
3
4
5
6
7
8

Writing

We've got the best software.
Does it have the most reliable anti-virus software?
She has the cheapest computer.
They haven't got the latest version.
Do you have the fastest processor?
Has it got Windows?
They have the latest software.
It has the biggest screen.

Work in pairs. Write five sentences comparing three
software products you use or know.
Computer systems

2

15

Working with computers
Listening

1

Listen and complete this dialogue.
Hi, Brinitha.
Hi, Paul.
How's it (1) _ _ _ _ ?
Fine, fine.
What (2) _ _ _ _ you (3) _ _ _ at the moment?
Oh, I (4)
Nero.
How are you getting on?
Well, I (5)
a network. I (6)
Microsoft Server.
Right. Where is Jackie today? Do you know?
Yes. She is on a training course today. She (7)
about the
new database system.
Paul:
What about Mary and lmran? Where are they?
in today. They have a day off.
Brinitha: They (8)

Paul:
Brinitha:
Paul:
Brinitha:
Paul:
Brinitha:
Paul:
Brinitha:
Paul:
Brinitha:

Language
Present continuous
I'm installing the software.
He's/She's setting up a network.
We're/They're working at home today.

I'm not setting up the network.
We use the present continuous to talk
about things that take place at the time of
speaking and are not permanent.

He's/She's not installing the software.
We/They aren't coming in today.
Are you installing it now?
What am I doing?
What are you/they doing?
What is he/she doing?

2

16

2

Comptti<Jr sysloms

Complete these sentences with is/isn 't, am/am not, are/aren 't.
1 It
going we ll.
2 I
learning a new program.
3 She
working in the office today. She has a day off.
4 They
installing the new software.
5 We
setting up the network.
6 We
using Word. We have a different word-processing program.
7 Whe re
they working today?
8 What
he installing on the computer?
9 I
coming in today. I'm sick.
10
she working at home today?

Vocabulary

1

Match the sentence halves 1-8 to a-h.
1 Hanka is creating
Philip is inserting an
Rob is troubleshooting
We are running
Betty is connecting
They are burning

2
3
4
5
6

a)
b)
c)
d)
e)

the software.
a check-up.
a file.
a device.
COs.
f) image.

Listen and repeat these sentences.

Listening

1 What are you doing now?
Are they setting up the network?
She's working at home today.
I'm not installing the software.
We' re not using Word.

2
3
4
5
Speaking



Look at the pictures A-F. Describe what is happening.

Example: He is moving ...

Writing

6

Work in pairs or small groups. Talk about what you are doing at the moment in
your work or study.

I

Write three sentences saying what you and your collegues are doing at the
moment in your work or study.

Cornpulcr sysl cms

2

17

Computer usage
Reading

1

Read what Ben says about computer usage in his office. Answer the questions.
1
2
3
4
5

What must Ben do?
What can Ben do?
What can't Ben do?
Can he open any website?
Why is it important to follow computer dos and don'ts?

I can use Excel

but my colleague
can't.

Speaking

2

Make a list of computer usage where you work or study. Compare your list with
the group.

Language

must, mustn't, can, can't, don 't have to
We use must and mustn't for obligations.
We use can and can't for possibility and ability.

He can use Word but he can't use Excel.

We use have to for something that is necessary.

I have to log in using my password.

We use don't have to for something that is not necessary.

We don't have to work at the weekend.

Writing

3

Write an email to a colleague about yourself using must, mustn't, can, can 't, have

to, don't have to.

18

2

You must come to work on time.
You mustn't be late.

I Computer systems

Business matters
Speaking

1

A company asks you to recommend a computer and work station configuration
for their sales team. In small groups, decide what to recommend. Use the office
floor plan below to prepare the computer and work station configuration. Think
about these things:
1
2
3
4
5
6

2

There are six people in the sales team.
Five people are out of the office four days of the week.
One person is in the office all the time- the team ad min assistant.
Employees need a network connection (wired and wireless).
Employees print, scan and copy.
Company and client data must be stored on a separate device and backed
up regularly.

Make your recommendations to another group. Choose the best computer
configuration.

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

3

Write a short email to
the IT manager with
your recommendations.

Computer systems

I2

19

Website purpose
Speaking

1

Which websites do you
use in your work and
study? Make a list and
share it with a partner.
Do you use the same sites?

Reading

?

Read this text about different types of website. Answer these questions.

The purpose of an organisational website is to inform about an idea or
event. Companies develop commercial websites to sell products or services.
Entertainment websites are designed to entertain or provide fun activities.
People visit news websites to obtain information. The purpose of a personal
website is to provide information about an individual. Social networking
websites help people to exchange personal information. Educational websites
aim to share knowledge and enable online learning.

1
2
3
4
Vocabulary

3

Why do
Why do
Why do
Why do

people
people
people
people

visit organisational websites?
visit company websites?
visit entertainment websites?
visit news websites?

Complete these sentences about the purpose of websites with the words in
the box.
offer

practise

promote

read

sell

share

Example: The purpose of Nationalgeographic.com is to present information on
topics.
People visit CNN.com to _ _ _ _ international news.
Some websites want to ____ a service.
Companies use Amazon.com to
their products.
Thegreenshoppingguide.co.uk wants to
environmentally
friendly shopping.
5 Students visit Math.com to
their maths.
6 English teachers join eltforum.com to
teaching resources.

1
2
3
4

20

3

Websites

Language
Question words (1)
We use which to ask about things. We can
use it with a noun.

Which websites do you visit/go to?
I use Wikipedia a lot.

We use what to ask about things.

What do you use CNN for?
I use it to get the news.

We use why to ask the reason for something.

Why do you use Wikipedia?
I use Wikipedia to check information.

We use when to ask about time.

When do you use CNN?
In my lunchbreak.

I
Listening

4

Listen and repeat these questions.

1
2
3
4
Speaking

5

Which websites do you use?
Why do you use Wikipedia?
What do you use CNN for?
When does she use CNN?

Work in pairs. Use t he websites you listed in 1 to ask and answer questions.
Example:

A: Which websites do you use?
B: I use ....

6

lnterviewee name

Go around the class and ask five students to name the websites they visit
and use at home. Write down a website for each of the four headings 1-4 in
the table.

Interviewee uses these websites to:
1 entertain

2 get news

3 research/study

4shop

a)

b)
i

c)

I

d)

I

e)

7

Present the infor mation you collected to the group. Which are the most popular
websites for each heading?

Websites

3

21

Website analytics
Speaking

1

What information can you get about website tr affic using a website analysis
application? Work in pairs. Make a list.
. . :.·...,



..._

!jj

A-

MyS1tc com

Oven<

:~Trolftc~

Content~

~

J
)

... ·.· .
.....,_,

.,
MyS1te com

..
a..

I

I

-

... . ·..
:.·

,..._

MyStte com

k<oywo<d

~"-

.. . '

!phone app l'e'MWI

4 73

iphone""" -

368

iphone "'JJ*Cabbn r<rYtews

3 12

-lphooo-

1~

~

VISitS

22,273

>

178
132

iphone game nMOWS

81

E-.t T!Ktdng O..Vtow )
,..

Reading

2

Goofs~

>

80

l1me on Site

00:01 47

Bounce Rate

67.83%

tun 2

player-- -_

~iphoneac>P

J

_7373

~

Which items of the analytics programme above answer these questions?
Example:
A: Where do you find information about the website's visitors?
B: In 'Visitors Overview '.
I Where can you find out how many people visit the websi te?
2 Where can you see what percentage of people view only one page on
the website?
3 Where do you find information about how long they spend on the website?
4 Where do you see how many people searched for 'gotapps' to find the website?

Listening

')

Listen to Sarah and George. Complete this dialogue.
George, I (1)
some information about our website.
OK, what do you need t o (2)
?
, you know,
Well, I need some in formation about website (3)
external visits to our website.
George: OK.
Sarah:
(4)
you do a report for me?
George: Sure. (5)
do you need it by?
. It's for the finance director.
Sarah:
Er, tomorrow morning, I'm (6)
George: OK, what do you need to know (7)
?
Sarah:
Well, the (8)
of visitors to our website last month, their
movements and actions on the website, and where they're from.
George: OK, I (9)
do that.
Sarah:
Thanks very (10)
indeed.
Sarah:
George:
Sarah:

Vocabulary

4

Match the website analysis tools I -5 to the descriptions a-e.
I

tr affic

2 meta tag
3
4
5

22

3

Websites

visitor map
user profile
page optimisation

a) information about where the visitors to your site
are from
b) invisible information (e.g. a hidden keyword) on a
website
c) information about a user and the sit es t hey browse
d) increasing the number of visitors to your site
e) the movement and actions of visitors to your site

Language

Question words (2)

We use how much/how many to ask about quantity.

How many people visit our website every day?
About 20,000.
How many hits do we get each month?
About 40,000.

c,:-J

Where are the visitors from?
From Asia and the US.

We use where to ask about places.

Where do they go on our website?
To 'News:
We can use how + adjective/adverb to ask about
degree.

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

_.__._ Listen and repeat these questions.

Listening

1 How many people visit the site?
2 Where do they go on the website?
3 How long do they spend on the website?
Language
Large numbers
20,000

twenty thousand

400,000

four hundred thousand

500,000

five hundred thousand/half a million

3,000,000

three million

6

How do you say these numbers?
1 30,000

2 700,000
3

10,000,000

4 100,000
5 80,000

7
Speaking

List en and check your answers.
Wor k in pairs. You both work in website analytics. Ask and answer questions
about website visit s.
Student A: Turn to page 68
St udent B: Turn to page 78

Websites

I3

23

Website development
Speaking

1

Describe something you do every day at home or at work. Use the words in the
Language box below.

Example: Sending an email.
First, click on 'New email'. After that ...
Language
Describing steps in a process

We use first, next, then, after that (etc.)
to describe the order of actions.

Reading

2

First. do ....

To start, do ....

After that, ....

Next, ....

Then, ....
Secondly, ....

Thirdly, ....

Finally, ... .

To fin ish, ....

Complete this text with the words in the box.
After that

Finally

First

Next

Secondly

Then

Thirdly

The steps in website development
(1)
, discuss with the customer their requirements and the
target audience. Find out what features and number of pages they want on
their site. (2)
• analyse the information from the customer.
• create a website specification. (4)
design and
(3)
develop the website. (5)
. assign a specialist to write the website
content. (6)
give the project to programmers for HTML coding.
(7)
, test the website.
After you publish the website, update and maintain it on an ongoing basis.
Monitor customer use.

3

Work in pairs. Complete the flowchart to show the website development process.

1

Talk to customer

7

2

6

3

5

4
Speaking

24

Wcbsites

4

Describe the website development process to another pair in your own words.

5

Reading

Look at the websites below and answer these questions.
1
2
3
4
5

.......

What are the websites?
Do you use these websites? Why/Why not?
What is the purpose of each website: sell, inform, share, educate?
What are the main features of each website?
Think of two more websites that have the same purpose. Are they different
to the ones below? Why?

__
--·

we

_ _......
_..........................................

... .,. ....... ......., .......

..,. ....

FINANCIAL TIMES

...

t=. a:::l
....,.
,.., ..... ,..,.

..._.. . . . . c.tll ............... .

._..-- - -

Labour poll victory deals blow to coalition

..

Mljollly 01 3,558 ~... Ub o...r. 111 Oldlwm

.....,...,_..,_

--...-- .......
... . ..............

....... c.-.-. ....... 0...

GoldrnM rw. . frMII cr1ele
~

........

--~

..,....

. ~......,...,

-~

..,. ... tft
.. . <O.t "'

,..,._

1.147

-..rm

" .... .._...

"''"

~

~

\

---

...... C.... Uf1 ....--. .. '"'_,. ...

.................................. .......

~,_....._..
~

rr, , _ - .,,

~,.-

....

.._..,_,,_ ,....,_.. -

~.­

............

.....,....._ _ _ ._ ....................... -..r-

...--.... ........
---y-

- --

.,,
_...,..

..,..,__~

..,_,....

--- -" ",.,
. _ ...

•_..._.,..__ • ..,:..eer.a.
........... c.ws

Ulla..,.

_...

. . . . ..

llg US bril to IWVMI!MIIer ~ hll by -tna
.-tidy
COli 01 ~

""*'

...... _....
,.,..

,

.,j

M\IWy

.........................
- ......
.....
.,._....,.
. .............. w ....

· ~ --

~.......,

_.,..
·------- ...

Wlw ........ lt/IIW!tt ....

.,...... .. . ....,..,.... .........
.................
•................__...... .... .,.fllllllr?

. -........................................,.
~......._

Writing

6

You are the owner of a company that needs a new website. Make a list of things
that you need/ would like for your website. Answer the following questions.




Speaking

7

What is the name of your company?
What is the business type?
What is the purpose of your website?

Work in pairs. Student A is the website developer. Student B is the customer.
Ask and answer questions about website requirements. Swap roles.

Example:
A: What is the name of your company?
B: It's called/Its name is .. ..

.

Web$ltes

I3

25

The best websites
Vocabulary

1

What are your favourite websites? Why? Use the words in the box to describe
them.

beautiful
well-designed
easy-to-use/navigate
useful
informative
fun
funny
exciting

clear
reliable
interesting

Example: The most exciting website is ... because ....

---------.-;:-:::;...._
,................. _..... . . ----.-.::::L--

_

·---·n---------..
-..

I

- --- --

...... w. o...-.-

...

....

.................

Hoodlnt out? Sioy-.nomd

~~

a--

• 11::11:11 -

~ --

---

--r------{

--: r=~---~
'----~...J

-......... ___
_...

.............

-~

.... ...._..... .._..... ...__..., ....

-... .-LAlUfCIJOS

-

-~

-~-~

----

_-.:::::...·-::..:·=-·ISEl

Language
Describing things
There's a lot of information on this website.

There's/There is/There isn't
~

There are/aren't
Has
Have

- -- -

~~
Writing

2

There aren't many photos on this website.
The website has good graphics.

-

=

Most websites have a lot of features.

Write about the things you like and dislike about different websites.
Example: I really like the look of the Nickelodeon website. It has ... .

Speaking

3

What are the t rends in website design? Discuss with the group.
Example: Websites use more video now.

26

3

I Website:;

I

Business matters
Reading

1

You are a website designer. Read the information about Learning Now Ltd.
Answer these questions.




What is the business type?
What is the purpose of the website: sell, inform, share, educate?
Who are the website users? Where are the website users?



What are the features of the website?

Learni
Learning Now Ltd is in the education
business. It needs a new website
to promote its courses, materials
and learning resources and provide
online language-learning services.
The website users are young adults
all around the world. The website
~eeds to have these features: good
mteractivity, audio and fast download
times.

Writing

2

In pairs, write a proposal for Learning Now Ltd's website. Use your answers
from 1 and the template below to help you.
Proposal No. 2011/32154
Customer:

Date:
Business activity:

Subject:
Purpose:
Users:
Features:
Proposal presented by:

Speaking

Present your proposal to the group.

Websites

I3

27

Database basics
Speaking

1

What database products do you know and use at work and at home?

listening

2

Listen to two colleagues at a book company. Chris needs some
information from the production database. Complete this dialogue.
Chris:
Tim:
Chris:

Tim:
Chris:
Tim:
Chris:
Tim:
Chris:
Tim:
Chris:
Tim:

Chris:
Tim:
Chris:
Tim:

Chris:
Tim:

--

28

4

Databases

-

Tim, (1)
you help me
a moment, please?
Sure. What's the (2)_ _ _ _?
I need some (3) _ _ __
about a book budget from the
database.
OK.
But I don't know how to
(4)
it.
No problem.
So what do I do first?
Enter your name and
(5)
and press enter.
Erm ... ?
You have got a password?
Erm, I can 't (6)
it.
Use mine. Type in t evans,
that's t- e-v-a- n- s, then
snavet. s - n - a - v - e - t.
OK.
Now press Enter. Now what is
the name of the book?

Basic French.
OK. Type in that in the title
(7)
in the first
(8)
. Now press Find.
There it is. OK, budget. Click
(9)
Publishing and
scroll down to Plant costs and
click on that.
Good. There's the budget in the
second row. Thanks, Tim.
No problem.

Trackmg Re~ourCP O.ttdbcne

TRO: Product Dmo at your fingertips!
TRD IS the l>uslneu tool used in the ~t .md
management ol products throughout their c:ydt

ure

Please note the r!NtSed -

funct.on on al

scr~s in TR0 p<widfos on scrHn gudanc:• .00 hob

to useful UH'fl document.Jhon

Language
Asking people to do things

Could you help me, please?
Sure.
Please could you help?
No problem.
We use can/could/would you + infinitive without to
when we ask somebody to do something for us.

Can you explai n what a database is, please?
I'm afraid I can't.
Please can you explain what a database is?
I'm sorry, I can't.
Would you explain that, please?
Could you come back a bit later? I'm busy right now.

3
1
2
3
4
5
Speaking

4

Listen and repeat these questions.
Could you help me, please?
Please could you help me?
Would you help me with this software?
Please could you explain how to do that?
Please would you give me your password?

Work in pairs. Student A: make questions from the prompts. Student B: answer
yes or no and give a reason why not (if your answer is no).

Example: type/ name
Could you type in your name, please?

1
2
3
4
5
6

5

open/window
turn up/air conditioning
turn down/ mp3 player
give/you/pen
answer/phone
give/password

Work in pairs. Use the example of a database below to explain to your partner
what a database is. Use these words: store, access, get, fields, columns , rows.
Example: A database is used to .... This is a ....

6

First Name

Last Name

Department

Title

Phone ext.

John

Smith

Development

Engineer

123

Jane

Doe

Finance

Auditor

454

Why do people and organisations use databases? Discuss with the group.
Example: They use databases to find out ....

-

-

Databases

I4

29

Data processing
Vocabulary

1

Match the headings in the box to the data processing steps a-f.

data coding
data collection
data entry
data tabulation
data validation

a _ _ _ _ _ _ _ _ _ __ _ __ Gather the raw data which you want to process.

[2]

b

Arrange and systemise the data.

D

c

Clean the data and double-check for faults and inconsistencies.

D

Enter the data into a system.

d

e

Listening

I Databases

Create categories to organise the data into relevant groups.

D

3

Listen to an IT expert describing the data processing steps to a
colleague. Check your answers to 1 and 2.

5
4

D

Put the data processing steps in 1 into the correct order.

Listen and mark the syllable stress in these nouns and verbs.
1
2
3
4
5
6

D

Arrange the data into table format so that it can be analysed.

2

4

30

data sorting

!mtry
collection
tabulation
validation
sorting
coding

Listen again and repeat the words.

7
8
9
10
11
12

gather
create
arrange
enter
double-check
format

Vocabulary

6

Complete these sentences with the words in the box.
about

at

between

for

from

in

into

of

Example: This database is used lQ store our financial information.
1
2
3
4
5
6
7
8

What's the difference
a database and a spreadsheet?
storing data.
A database is
The school has information _ _ _ _ students.
Can people access the system
the same time?
A database is a collection _ __ _ records.
You retrieve information
the database.
You enter the data _ _ _ _ the system.
Which software do you use
your work?

Language
Quick questions to check understanding
That's called collection. OK?
We use these when we are making sure the other
person understands the statement.

That's coding? Got that?
That's tabulation. All right?
We call that sorting. Understood?

Speaking

7

Work in pairs. Explain the data processing steps from 1 in your own words.

8

Look at the examples of database software below. What database software do
you know? What is it used for?

a........, _ _

•UOO•.......---

Databases

I4

31

Data storage and backup
Vocabulary

Match the data storage and backup solutions in the box to pictures A- F.
What other solutions are there?

external hard drive
usb flash drive

hard disk

mp3 player

server

the Internet

~
~
m
Reading

m
?

II

Read this article about data st orage. Complete the sentences with the words in
the box.

cloud
offsite

contents
protect

eme~iR~

security

encrypt
flash
theft
volumes

loss

magnetic

Data storage
Online storage is an ( 1) emeraina method
of data st orage and back-up. A remote
server with a network connection and
special software backs up fil es, folders, or
the entire (2)
of a hard drive.
There ar e many companies that provide a
web-based backup.
One (3)
technology in this
area is (4)
computing. This
allows colleagues in an organisation to
share resources, software and information
over the Internet.
Continuous backup and storage on a
remote hard drive eliminates the risk of
data (5)
as a result of fire, flood
or (6)
. Remote data storage and
back-up providers (J)
the data
and set up password protection to ensure
maximum (8) _ __
Small businesses and individuals
choose to save data in a more traditional
way. External drives, disks and (9)
tapes are very popular data storage solutions. USB or
( 10)
memories, DVDs and hard disks are cheap and widely accessible solutions. These
methods are very practical with small (11)
of data storage and backup. However, they are
not very reliable and do not (12)
the user in case of a disaster.

Speaking

32

4

I Dat<tbascs

What storage and backup solutions are the most popular? Which solutions do
you use most often?

Listening

4

,_..,.._
1
2
3
4
5
6

5

Listen and repeat these phrases.

emerging technology
cloud computing
data stor age
hard drive
external drives
backup providers

Listen to this dialogue. A colleague, Tim, is asking an IT expert, Sandy,
what storage device to buy. Mark these statements true (1) or false (F).
1
2
3
4
5

Tim needs the storage device for work.
Tim wants to backup music and photos.
Sandy recommends an external hard drive.
Tim can spend $300 on the storage device.
Sandy recommends a storage device with a special feature.

TIF
TIF
T 1F
TIF
T IF

Language
Asking for and giving advice

t

// You/He/She/It/We/They shou/d/shou/dn 't (should not) ....
I

I

What should I do?
You should buy a flash drive.
You shouldn't get a seNer.

We use should/would + infinitive without to to give
advice.

1/You/He/She//t/We/They would/wouldn't (would not) ....

i

...

-

~-

.....__

Speaking

6

What would you recommend?
I'd (would) recommend a flash drive.
I wouldn't (would not) recommend a seNer.

-

Work in pairs. Practise asking for advice about backup solutions for a small
company. Use the information in 2.
Example:
A: What would you recommend ... ?
B: I'd recommend .... / You should ....

I

Databases

4

33

Database system benefits
What kind of data do companies create, manipulate, store and retrieve?

Speaking
Vocabulary

2

Match the company department 1-8 with the type of data it works with a- h.
1 Finance

2 Marketing

3 Human resources
4

Customer relations

5 Production
6 Technical support

7 Sales

8 Stock management

a) data about employees, training,
recruitment needs
b) data about product specification,
details and design
c) data about profits, tax, loans, shares
and cash
d) data about volume of products sold
e) data about customers, satisfaction
surveys, promotions
f) data about product advertisements
and competitors
g) data about quantity of product
in storage
h) information about the Help Desk,
support caJis, manuals, problem
reports

Look at the four types of data below from PartyPianner Ltd. What do you think
PartyPianner Ltd does? What company departments can you identify?

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

Speaking

4

Customer data:
- customer contacts
- satisfaction surveys
- promotions

Product data:
- inventory
- purchasing needs
- return products

Work in small groups. Talk about the advantages and disadvantages of a
computerised database. Present your ideas to the rest of the group.

Example: There are many advantages/disadvantages ....

34

4

I Databases

Technical data:
- contact to help desk
- helpdesk reports
- troubleshooting manuals
- service reports

]

Business matters
Reading

1

Read part of this email from the owner of Jumbo Book Store. Answer these
questions.
1 What types of information does Jumbo Book Store communicate between
its employees?
2 How do the employees exchange information in the company?
3 What documents does Amiki prepare?
4 How much time does it take to compile the data?
5 Why do the customers complain?

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

.a.

Jumbo Book Store is a company based in Thailand. It has three book stores and a
warehouse next to one of the book shops. The store manager, Amiki Sukhon, finds it
very difficult to track sales because he uses handwritten sales reports that employees
prepare every day. The driver takes the reports and delivers them to the main office.
Every day it takes 5 to 6 hours to compile data about the sales. Based on these sales
reports, Amiki writes purchase orders for new books, sales figures for the owner and
customer information for the marketing department.
In addition, he often gets calls from customers complaining about poor information
about available books and stationary products in the warehouse.
Could you spend some time looking at how we can improve our processes?
Regards

Speaking

2

Work in small groups. Prepare recommendations using the problem/ solution
outline.
Problem/Solution Outline

Who?
Problem

What?
Why?

~
Solutions

1.

3.

2.

4.

~
End Results

3

Present your recommendations to another group.
35

E-commerce companies
Speaking

1

What products or services do you usually buy online? What products do you
not buy online? Why?

Listen to this interview with David Aston. He works for a company
that sells home cleaning products. Mark the statements true (f) or false (F).

Listening

1
2
3
4
5

David's company sells mainly online.
T IF
70% of their business is online.
TIF
People buy their cleaning products when they buy their food. T I F
People buy their cleaning products in supermarkets.
T IF
Online sales are growing.
TIF

Language

Talking about quantity
We use many and a few with countable plural
nouns.

We need a few users to test this.
They don't have many customers.

We use much and a little with uncountable nouns.

We have a little money for online shopping each week.
I don't have much knowledge on that subject.

We use a lot of and some with countable and
uncountable nouns.

A lot of businesses need E-commerce upgrades.
Some money has been kept aside for this.

3

Choose the correct words to complete these sentences.
1 A lot of/Much shops have online presence. They sell many/ much
products online.
2 Some/ A tittle companies offer customer service and advice on their
E-<:ommerce websites.
3 I don't have much/ many knowledge of computers, but I can still shop online.
4 Companies spend a lot of/many money on E-<:ommerce security.
5 Even when companies onl y have a tittle/ a few money for online marketing,
they should spend it.

36

5

E-commcrce

I

Listening

4

...._........,._ Listen and repeat these phrases.
1 not a lot of time

2 too much wor k
3 only a little money
4 a few computers
5 a lot of memor y
Speaking

5

Work in pairs. Use the words in t he Language box on page
own online shopping habits.

36 to talk about your

Example: I buy a lot of music online but I get few clothes online.
Vocabulary

6

Match the types of business in t he box to t he cor rect column 1-4.

82C business-to-consumer
828 business-to-business
Types of
Business

2 ---------------

C2C consumer-to-consumer
M-commerce

3 _______________

4 _______________

Explanation

Companies exchange
information and make
wholesale transactions.

Companies sell
products or services to
customers over
the Internet.

People sell or exchange
second-hand, used
items and collectibles.

Customers purchase
products and services
via mobile devices.

Examples

coffee supplier
to Nestle

Amazon

eBay

news, sport results

Writing

7

Give examples of the four types of business in 6.

8

What are the advant ages and disadvantages of shopping online? Use this table
to make notes and then make sentences.
Example: There 's more choice online but you can see things better in a shop.
advantages

disadvantages

security
speed
choice
convenience
price

Speaking

9

Present your ideas to the group.

E-commcrce

37

E-commerce features
1

Speaking

Work in small groups. What are the features of this website?

amazon.co.uk

- - --

,..
-

__

L.l.l&lt.A.IL..

==::? ..··

... ....,... ....,....,"

e - VIMirlne ,._ ~......,a. • • · - a.. n... _ . u UnU . . . . . www .......,. ...,..."'l.tMft/~ t
,..... . , . .. . .. ti!M rJ
WMo ......, ..... ~

. . ,... . ,._,..

___



a

Nl

~A

. .... u

,.._M-~



M~~

...

A4'- ............ ,.

.......,..
..... hi

,~

.........

.....

@ 2010

\Melt W..,. t.Mil'l'"

~....,.,...tat,.,.UG

~

"-"t fflw K ,.,.,.,

O.Mt!WIM\Ifi~C. ......

, .•

..... *'- · AMIIY.,...,.I

.-

i;:- ~

...

b,....,_.tt._..

.,... ................... ,
~~..

~~ ~

1:1tlol

I
"' ' "··~

AQI\,.... ..... ~

....... ~.,,......

...,_~



ttl"

..,...,..,

...... .....,.._.., ............... (-... .. "
DlrcN .. ...

DMI......,.

. ,,

.,..,u.,..,.~

................ ,.
.,..Al~

..,._...,... "'......,.. ., ... ..._
141~....._,

--

........ . . . . . l'W

Guoflt,., A

..,.

)I

"''"'

Amazon.com Inc, and its affiliates. All rights reserved.

Vocabulary

2

Listening

3

What are the steps in buying products online? Number these sentences in the
correct order.
a) The customer opens an account.
D
b) The customer goes to the check-out.
D
c) The customer puts the item(s) in a basket or shopping cart.
D
d) The customer pays for the product(s) with a credit or debit card.
D
e) The customer goes to the website.
[JJ
f) The customer searches and/ or browses the website.
D
g) The customer chooses the item(s) to buy.
D
h) The customers checks the order.
D
1
2
3
4
5
6

Speaking

38

Klolflt

&comfller<'c

4

Listen and repeat these phrases.
open an account
go to the checkout
put an item in the basket
browse the website
choose an item
check the order

Work in pairs. Use firstly, secondly, then, after that, finally to describe the steps in
buying a product or service. Talk about something you have bought, like a OVO
or an airline ticket.

Language

Unking Ideas
We use and to link sentences that describe similar
actions or situations.

I have a PC and a laptop at home.

We use but to link sentences that describe different
ideas/actions or situations.

I use Amazon but I don't use tTunes.

We use so to say that something has happened as a
result of something.

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

We use or to link sentences that describe two
possible actions or situations.

Would you like tea or coffee?

Reading



Complete this text with the words in the box.

and

but

or

so

Companies want to reach more customers, (1)
to

set up an online business (2)

they go online. It is easy

ir is difficult ro design and develop a

website that attracts a lot of customers. Hardware (3) _ _ _ _ software provide
basic infrastructure forE-commerce.
Networking, customer interface and payment solutions are very imponant pans
of a company's E-commerce solution. Customers expect a fast and reliable service
(4)

Vocabulary

C

they will go somewhere else to buy things.

Match the first half of the sentences 1-6 to to the second half a-f.
Effective product information and

2 Customers can use their credit
cards, PayPal or

3 We used a lot of promotions, so
4 I don't know how to buy online but

5 They want to buy a Cat Se cable so
6
Speaking

7

In E-commerce you can look at a
picture of a product but

/ b)

a) I'll check online tutorials.
electronic cheques to pay for
transactions.
c) you can't touch it.
d) our sales improved a lot.
e) they search the Internet.
f) promotions attract customers.

Work in small groups. Talk about
an E-commerce website you know
and like. Say what is good about it.
Use and, so, but and or.

Example: /like the B&Q website.
It has ... and ....

....__.~ .......

ff"' ,...,r-.., .1'

.~
~:.Commerce

I5

39

Transaction security
Speaking

1

What are the potential security threats to online shopping? Share your ideas
wit h the group.

Reading

2

Read this email. Answer t hese questions.

TO: All Employees
From: IT Director
Subject: Online transactions security
We are developing new website security features. We will have a virtual private
network with a firewall which will help stop cyber attacks on the network perimeter.
The web application protection firewall (WAF) will protect our website from hacker
attacks on customer contacts and login boxes. Secure Socket Layer (SSL) will create
a secure connection for the users. We will have two-factor authentication (2FA).
Website administrators will go through two layers of security before they access the
hosting environment. This will prevent password leaks. All data will have encrypted
backup to protect sensitive information.
I am sure the company will benefit from the new security measures.
Thank you
Hamda Sanna

1
2
3
4
5
6

How many secur ity features will the company have?
Which security feature will stop attacks on the company network?
What solution will protect customer contacts and login boxes?
What will protect private user information sent over the network?
What will the two-factor authentication prevent?
What will protect informat ion?

Language
Future (will+ infinitive)
The new security system will protec t our customer's b etter.
Hackers won't/will not get into the network.
We use will + infinitive without to to talk
about plans for the future. (Something we
think, believe or know will happen.)

When will we change to the new security system?
We'll/we will do it next month.
Will the new system have a firewall?
Yes, it will.!No, it won't.

~

Listening

J

Listen and repeat these sentences.
1
2
3
4
5

40

5

I &commerce

The company won't provide Internet access to all employees.
I'll do the security checks and then upgrade this week.
When will you finish the work?
Yes, I will.
No, she won't.

Speaking

4

Work in small groups. Talk about your organisation's plans or your own plans
for the future. Ask and answer each other questions.
Example:
A: We 'll open a new office in Singapore.
B: When will you open it?
A: Next year.

Vocabulary

Label the network diagram with the correct item 1-8.
1
2
3
4
5
6
7
8

the Internet
the local area network
the hardware firewall (with a router)
computers with firewall software
outbound traffic
inbound traffic
restricted traffic
allowed traffic

- - - - Secure private network
- - - - Public network

Speaking

You are setting up a new computer workstation with a network connection.
Your client wants to use the set-up for online purchases, bank dealing and
financial transactions securely. Talk about what security solution you will
install. Present your solution to the group.
E-commerce

I5

41

Online transactions
Reading

1

Shayan is telling Monika how customers will pay for something online on a new
website. Complete this dialogue with the words in the box.

accounts
gateway

bank
completes
payment
rejection

confirmation
web

customer

Rrst

Monika: Shayan, can you explain how a customer (1) ____ an online
transaction?
Shayan: OK, it's very easy. (2)
the customer will place an order.
The seller's (3)
server will confirm availability of the
product and send a response. After that, the customer checks out and
completes the (4)
instructions. Then the server will send a
payment request to a payment (5)
. The payment gateway
will check the buyer's ability to pay with the (6)
. OK?
Monika: Fine. Go on.
Shayan: The bank will respond and send payment acceptance or (7) _ _ __
to the seller's web server through the payment gateway. Finally, the
customer will receive the server response with the order
(8)
or rejection.
Monika: Will the (9)
have to register?
before they complete
Shayan: Yes, all buyers must have their (10)
the transaction.
Monika: Thank you. Now I understand.
listening

2

Speaking

3

-

42

IX!ommerce

Listen and check your answers.
Complete the flowchart of the online purchasing process. Then explain it to
your partner.

Business matters
Writing

1

You work for Sell Online. com. The company develops E-commerce solutions for
small businesses. Your client, Document Ltd, sells stationery. They sell lots of
different types of product. Document Ltd wants to develop its online presence
to reach customer s more effectively. Complete the proposal template. Use these
questions to help you.
1 What type of E-commerce will Document Ltd offer?
2 What E-commerce technologies will Document Ltd use to attract customers?
3 What security solutions will the company set up in order to protect both the
customer and the company?
4 What tools and features will the company website have?
5 How will the cust omer compl ete transactions?
Proposal No. 201 11123145

Date:

Customer:

Business activity:

Subject:
E-commerce type:
E-commerce technologies:
Security solutions:
Website features and tools :
Transaction process:
Proposal presented by:

Language
Useful phrases for presentations
Good morning/afternoon everybody. Thank you for coming.
Today we are going to present ... .
First, I am going to talk about ....

Introduction

Then, we will show you ....
Finally, we will answer your questions ....
Now, I'll hand over to my colleague.

Speakers

Let me start with ....
To finish ... .

Closing

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

Speaking

'

Prepare and deliver a presentation for the marketing director of Document Ltd.
Use your proposal from 1 to help you.

E-cornmerce

43

Types of network
Speaking

1

What computer networks do you use in your work or studies? What do you use
the networks for? How do you access the networks?

listening

2

Agatha is the owner of a small flower shop. Katharina is a network
architect. Agatha needs some advice from Katharina about a network solution
for her company. Listen and
answer these questions.
What does Agatha think
she should do?
2 What does Katharina
recommend?
3 What does Katharina say
she will do?
4 When does Agatha want
the network to be ready?

Reading

3

Read Katharina's email to Agatha. Complete this email with the words in the box.

equipment
Internet
LAN
recommend
remote
should
VPN
WAN

Dear Agatha
Following our meeting last week, please find my recommendations for your business.
I think you (1)
set up a LAN, or Local Area Network, and a WAN, or Wide
Area Network, for your needs. A (2)
connects devices over a small area,
for example your apartment and the shop. In addition, you should connect office
(3)
, such as the printer, scanner and fax machine, to your LAN because
you can then share these devices between users.
I'd recommend that we connect the LAN to a (4)
so you can link to the
Internet and sell your products. In addition, I'd (5)
we set up a Virtual
Private Network so that you have a (6)
access to your company's LAN,
when you travel.
(7)
is a private network that uses a public network, usually the
(8)
, to connect remote sites or users together.
Let's meet on Friday to discuss these recommendations.
Best regards
Katharina

44

6

I Network systems

1

A.

~

Language
Giving reasons

We use because to say something was
the reason for an action or situation. (We
can start a sentence with because.)

Speaking

You should connect office equipment to the LAN because you can
then share devices between users.
I'd recommend a Dell computer because it is cheaper.
;....__ _ _ _- i
Why do you use encryption?
Because it's safer.

4

Look at the three network solutions. What are the differences?

5

Which network solution would you recommend for a large corporation or
organisation, a small business and a family home? Why?
I'd recommend solution I for ... because ....

D

Area 1

Area 2

Remote
wireless

Writing

6

Write a description of the network solution you use at work or at home.
Which of the the three solutions in 4 is it most like? Why?
Network systems

I6

45

Networking hardware
Speaking

46

6

1 Which of the items below do you know? What are they? What do they do?

2

Work in pairs. Make a list of all the networking hardware you can think of.
Compare your list with another pair.

Vocabulary

3

Match the words 1-8 to the descriptions a- g.
l a modem
a) is an entrance to another network
2 a repeater
\
b) channels incoming data but maintains the
bandwidth speed
3 a bridge
c) allows wireless devices to connect to the network
4 a router
d) modulates and demodulates the data into a
digital or an analog signal
e) channels incoming data but shares the bandwidth
5 a gateway
among the devices present on a network
6 a switch
f) sends the digital signal further on in the network
7 a hub
g) connects networks and sends packages of data
between them
8 a wireless access point h) connects networks that use the same protocol

Listening

4

- ..........- Listen and repeat these words.
1 modem
2 repeater
3 bridge
4 router
5 gateway
6 switch
7 hub
8 wireless
9 access point
10 network connectors
11 network interface card

Nt:twork systum:;

Reading

5

Complete this dialogue with the words in the box.

about
speed
Boris:
Ahsan:
Bori s:
Ahsan:
Boris:
Ahsan:
Boris:
Ahsan:
Boris:
Ahsan:
Boris:
Listening

change

devices

should

user

necessary

problem

What

I have a problem with the network download (1)
. What can
you suggest?
Why don't you (2)
the hub?
I don't thjnk that will work. The hub is fine.
OK. How (3)
adding a r epeat er then?
Hmm, I'm not sure it will help. It's not a (4)
with the signal
strength.
OK, then you should check the cables and network (5)
to
make sure that they are compatible with your network.
(6)
about changing the modem?
. I think it's a problem with the bridge,
I don't think it's (7)
switch or the router. You (8)
look at the specifications.
OK, I will. Thanks for your help.
Why don't you check (9)
recommendations on the Internet
as well?
Good idea. I'll do that.

6

Language

llaldng suggestions
We can make suggestions with:
Why don't we/you+ infinitive without to.

Why don't you call the IT help desk?
That's a good idea.

What about + -ing

What about buying a new router?
I don't think that will work.

How about + -ing

How about reading the instructions trst?
I'll do that.

7

Listen and repeat these suggestions.

1 Why don't you change the modem?

2 How about connecting a repeater ?

3 What about lookjng on the website?
Vocabulary

8

Compl ete these sentences with the words in the box.
between
1
2
3
4
5

Speaking

9

on

over

to

with

Is this software compatibl e
this computer?
A LAN connects devices
a small area.
Is the computer connected
the modem?
The LAN allows you to share information
users.
Why don't you look
the Internet?

What problems do you have with networks? Work in pairs. Make a list.
Think about speed, compatibility, hardware and software.

10 Show your list to another pair. Ask for help and suggest solutions.
Example:
A: This software doesn 't work with this ....
B: Why don 't you ... ?

Network systems

6

47

Talking about the past
Reading

1 How much do you know about the history of networking? Can you match these
events 1-4 to the dates a-d?
1 The creation of the World Wide Web
2 The start of Facebook
3 The launch of Twitter
4 The beginning of MySpace
a)
b)
c)
d)

Speaking

Reading

2

2006
1990
2003
2004

What social networks do you use? How much time do you spend on them?
Example: I use .... I spend about ....

3 Read this text about Karl's IT career up until now and answer these questions.
'I left school in Cambridge in the UK at the age
of 18 and went straight to the University of
Bristol to study computing in 2000. I graduated
in 2004 and decided to travel around the world
for a year.
In 2006 I got a job back in Cambridge with the
software company Arm. I stayed with Arm for
two years and then went to work for Microsoft
in Seattle in the USA.This is where I am now
and I love it!'

1
2
3
4
5

48

6

I Network syst~ms

When did Karl go to university?
When did he leave university?
What did he do after university?
Where did Karl go in 2006?
When did he go to Seattle?
::

Language

Past simple (1)
We use the past simple tense to talk
about finished actions in the past.

When did //she/he/we/they create the network?
She created the network in December 2008.
I started the network last year.

Time expressions

/looked at that yesterday.
I had broadband connected three days/a month/two years ago.
I used that system last week/year/month.
I started that user group on Monday/in June/in 2001.

Listening

4

Listen and repeat these sentences.
1
2
3
4
5

Speaking

When did they start work?
They installed the computers yesterday.
We didn't work last week.
She went to the office on Sunday.
Did you finish the report?

Practise asking and answering questions about what you did yesterday or last
week in your work or studies.

Example:
A: What did you do last week?
B: I worked on the new network.

6

Talk about what you did on your last day off.

Example:
A: What did you do on your day off?
B: I went to the gym.
Language

Past simple (2)

Regular past tense endings

Irregular past tense endings

~

Writing

Speaking

I

look

looked

use

used

install

installed

connect

connected

work

worked

setup

set up

go

went

see

saw

do

did

buy

bought

be

was

Write three or four sentences about your own computing education and/or
work up until now. Use the text in 3 to help you.
Work in pairs. Ask and answer questions about your education and/ or work.

NQtwork system:~

49

Network range and speed
Listening

1

Listen and complete this dialogue between Karoline and Sam.
Karoline: How do you describe network speed?
Sam:
In bits, kilobits, megabits and gigabits. They describe network
speed. For example, dial-up connections allow (1)
kilobits
per second and DSL from (2)
kilobits per second to
(3)
megabits per second.
Karoline: OK. I've got that. What about the range?
Sam:
Range is the distance of network coverage, so distance units
represent network range. Most countries use metric but some use
feet as units of measurement. Metres or feet usually describe the
range of a network. Home networking routers support a range up to
(4)
feet or (5)
metres indoors and (6) _ _ __
feet or (7)
metres outdoors.
Karoline: Thanks.

2

Listen and repeat these speeds and ranges.
1
2
3
4
5

Speaking

3

77 kilobits per second
5 megabits a second
2 gigabits per minute
250 metres
40 feet

Say these speeds and ranges.
1 156 feet
2 12 kbit/s
3 4 Gbit/m

Reading

4 7,000 metres
5 95 Mbit/ s
6 65 Mbit/ s

4

Write down four speeds and ranges and dictate them to your partner.

5

Read these texts and answer these questions.

Range
Wireless networks have limited range. Network range depends on the type of
802.11 protocol, strength of the device transmitter and the architecture of the
surrounding area. Some structures, such as walls and metal frames, reduce the
range of a WLAN by 25%. However, users can extend the range of a WLAN.
Repeaters forward the wireless signal to access points or routers and increase
the range of a network.

Speed
Bandwidth and latency are the measures of computer network speed, or data
transfer rate. Bandwidth is the maximum throughput of data in bits per second.
Some modems support 100 Gbit/s but speed depends on the hardware and
software used. Latency is the delay that network creates during the transfer
data. Users have no, or very little, control over bandwidth and latency.

1
2
3
4

50

6

I Network $ystems

How many things does networ k range depend on?
What can reduce network range?
What can improve network range?
What two things affect speed?

Business matters
Reading

1

Karam and Natasha work for the ComHelp company. The company provides IT
services to customers. Karam and Natasha work in different areas of the city.
Every week they write a report for their boss. Read their notes.

Monday
cAlled. CISCO Abou:t

Natasha

Karam

Wednesday

Tuesday

4i-~4il\i~

wel\-t -to l:Mtisl..
CoW\cil to ii\StAII

d.o p4pen.~o.t.

Mill

Wel\-t -to tESCO to

set u.p LAN il\ t1

f~ Ccrl(, cAbles

p4pe~ t4cto~

Sotnu4~e

4"\tel\d.ed. -tl..e
ol\ Mtwo.t.

Thursday
d.Ay off

Friday
~..Ad. 4 w.erlil\9 wrth
fu-teAw.

i-~Ail\il\9

cAblil\9

d.Ay off

ii\Stt~lled. til\ t~wl.io/

vid.eo se~e~ il\
WelcA~e

l..ospitAI

You

Writing

2

Complete the table in 1 with notes about what you did last week at work or
college.

3

Write a report about what you did last w eek.

Example: Last week I .... On Monday I ... and ....
Speaking

4

Roleplay the following situation. Explain to your boss why you were not in
the office.
Student A: Turn to page 68
Student 8: Turn to page 78
Network systems

I6

51

Fault diagnosis
Speaking

1

Work in pairs. Make a list of computer hardware problems. Compare your list
with another pair.

Reading

?

Read this dialogue and complete it with the words in the box.

checked
unplugged
Haider:
Maryam:
Haider:
Maryam:
Haider:
Maryam:
Haider:
Maryam:
Haider:
Maryam:
Haider:
Maryam:
Haider:
Maryam:
Haider:
Maryam:
Listening

52

3

disconnected
found
worked
working

go

switched

type

tight

Hello, IT Help Desk.
Hi, this is Maryam from Human Resources.
Hi, this is Haider. How can I help you, Maryam?
I (1)
my computer off yesterday and today I can't turn it on.
What (2)
of computer do you have?
I'm not sure. It's a desktop computer. It (3)
fine yesterday.
the cable connections?
Don't worry. Have you (4)
No, I haven't. I can see some cables but I don't know which cable
goes where.
Make sure all cables are (5)
and fully plugged in.
Ok, give me a sec. Oh, I think I've (6)
the problem. I have
one cable that is (7)
. It's the power cable. Where does it go?
The power cable should (8)
in the three-pronged port on
the computer.
OK, done. Let me try now. It's (9)
fine. Sorry about that.
Stupid of me.
Maybe the cleaners (10)
your PC by mistake last night.
Maybe. Good, we've solved the problem. Thank you, Haider.
You're welcome. Have a good day.
You too.

4

Listen and repeat these words.
1 checked
2 switched

3
4

unplugged
worked

5 d isconnected

Language
Present perfect

I've unplugged the computer.
We use the present perfect tense to talk about recent actions
(an action that has happened in the past and has a result in
the present).

-

We use have/has + the past participle of the verb. (To form the past
participle of regular verbs, we add -ed.)
-

Irregular past participles

l

5

Has she switched off the computer?
Yes, she has.!No, she hasn't.
Have you checked the cable connections?
Yes, I have. /No, I haven't.
clean

cleaned

work

worked

do

done

be

been

run

run

see

seen

have

had

make

made

Complete these questions with have or has and the correct form of the verb
in brackets.

2
3

4
5
6
7
8
9

6

I I

She hasn't finished the report.

___ you ___ (run) the computer in the
battery mode?
How long _ _ you _ _ (have) the iPad?
_ _ you _ _ (charge) the battery?
_ _ he _ _ (open) the file?
___ she ___ (enter) her username and password?
_ _ they _ _ (change) the Internet Service
Provider?
___ you ___ (check) the remaining disk space?
_ _ you _ _ (install) or _ _ ( uninstall)
software recently?
___ Dillip ___ (update) the drivers recently?

Use the present perfect to make positive or negative sentences.
Example: the screen/go/ blank
The screen 's gone blank.
1 the charger/ stop/ working
2 1/not/ upgrade/ the operating system
3 She/ not/ install/ the updates
4 They/ reinstall/the application
5 She/ not/ be able to fix the problem
6 )/ defragment/ your drive

Listening

1

Speaking

8

Listen and repeat the questions in 5.
Work in pairs. Practise a phone call to the company IT help desk.
Student A: Turn to page 69.
Student B: Turn to page 79.
IT support

I7

53

Software repair
Listening

1

You work for SoftwareHelp.com as a helpdesk technician. Listen t o
three phone calls and complete the second and third ticket s.

1

Help Desk ticket

Date

5 .05

Name

Bolek

Problem

Word file won't open in Office.

Contact

0504445553

Service Person

Alex

2

Help Desk ticket

Date
Name
Problem

Contact
Service Person

3

. Help Desk ticket
Date
Name
Problem

Contact
Service Person

Speaking

2

Work in pairs. Compare your notes in t he t hree tickets. Is your information the
same? Listen again and check.

3

What other software pro blems do computer user s often have? Discuss with
the group.
Example: Computer users often ....

54

7 I IT support

Reading

4

Complete the service reports for the IT support t eam. Use the information in
the three tickets and the words in the box.
Check
saved

file
version

resend
install
move
viruses
version

run

1

- ,,.,'"

:~·-::-.
'

Date

6.05

Name

Bolek

Fault diagnosis
questions

1 What (1) _ _ of Office do you have?

Possible
solutions

2 What is the version of the (2) _ _ ?

1 If you have newer version, (3) _ _ an Office patch.
2 Ask the sender to save the file in an older version and
(4) _ _ it.

2

~----~
.~ ~ ~

Date

17.06

Name

Sara

Fault diagnosis
questions

1 Have you (5) _ _ the file?

Possible
solutions

2 Are there any messages about (6) _ _ in the attachment?

1 (7) _ _

the attachment changes.

2 Look for the file in Internet Temporary Files.

3

' - -~->' --~~""~'lfi"r'~"f.!'-7-:"-. - - '

Date

14.07

Name

Sylvia

Fault diagnosis
questions

1 What (8) _ _ of Office do you have?

-·:
..

It~

~

2 Have you checked the Recycle Bin?
3 Have you (9) _ _ disk defragmenter recently?

Possible
solutions

1 If the file is in the Recycle Bin , (10) _ _ it to a folder in
My Documents.
2 If the fi le isn't in the Recycle Bin, install undeleted software.

Speaking

5

Work in pairs. Practise three phone conversations between the IT support team
and Bolek, Sara and Sylvia. Use the information in the three tickets in 1 and the
service reports.

Example:
A: Good morning. How can I help you?
B: My name is Bolek and I have a problem with opening a file.
IT support

I7

55

Hardware repair
Reading

1

Label the diagram with these tools (in bold) from the advertisement.

This kit has all the tools you'll require to fix a computer.
• There is a reversible ratchet driver with 20 different sized bits, a 6-inch flathead
screwdriver, a reversible 1/8-inch mini screwdriver, a hex key set and 5-inch,long
nose pliers.
• This set also has a 5-inch wire-cutter/stripper, an I. C. insertion/extraction clipper, a
three prong holder, tweezers, a spare parts box with parts, an anti-static wrist strap,
and a black zipper case.

The tools are demagnetized so your system and magnetic media is safe from any damage.

Listening

'Z

Vocabulary

'3

Listen and repeat the names of the tools in the kit. /
Match the tool 1--8 to its use a-h.
1 reversible ratchet driver

2 screwdriver
3 hex key
4

pliers

5 wire cutter/stripper
6 insertion/extraction
7

8

56

7

I IT support

clipper
tweezers
anti-static wrist strap

I

a) used for inserting and removing fibre
connectors in tight spaces
b) used to prevent electrostatic discharge
c) used for tightening and removing screws
d) used for easy driving of screws and nuts
e) used to hold small objects
0 used to hold objects, cut or bend tough
materials
g) used to drive bolts and screws into a
hexagonal socket
h) used for cutting wire or removing
the insulation

Language
Explaining the use of something
used/use for + verb with -ing .

I

.

This tool is used for tightening the screws.

J

We use this tool for tightening the screws.

"'

We use tweezers to hold small objects.

used/use to + verb
~

~

Tweezers are used to hold small objects.

Speaking

4

Work in pairs. Talk about the tools you use with computers. Say what you use
them for.

Reading

5

Match the diagnostic tools 1-4 to the descriptions a-d.

[email protected]§t§j

4 d1agnost1c software

...,_ -

...

,........

-·-"---·
""'

.....

D

...... .

""'_,

-:-...:::..._,'

... - ...

0

,.,.....

....,~
-

......._. _,

"'- u

......"'"'"""'"'",.

0
0
0

__

,!A

--~-·~

ti&.J-

__,_ n- uu-•

=.....--::1::
--.._,...... ---"'

llW--

0
m a.-&
:..c:t-..~

oo ••
• oo •

ATA T ~SAA

0000
1t.NJ1A IA.c 0000

~:=
--~:::: §~§;

lll.J-

...... ,..

~.

nm

NOT FOR L cvt: C IRCUI"lS

ltU

-·~~-

'ICID~·~-UIIal­

t





0

"

::"'---.--w---~~.
,.,..
~Dtoll:t-~

.o. o


I

..
f

-

~

••

lU•

..

I

(1!!,

t

·lol6.,. ..,


u



U.

.....,.. _ _ _ _ _

,:a..

~---

----~

3 system d1agnoshc card

a) It measures electrical properties such as AC or DC voltage, current and
resistance. It troubleshoots electrical problems in batteries, power supplies,
and wiring systems.
b) It is an electronic device that checks the electrical connections in wired
devices.
c) It checks the system and identifies problems in different areas of the
computer hardware. It usually checks the computer's memory, keyboard,
monitor, system processor and hard disk speed.
d) It is a device which tests the operation of the system as it boots up.
It identifies system errors when the system is dead or unable to start from
the hard disk or CD.

6

Now answer these questions.
I What is a multimeter used for?
2 What is the cable tester used for?
3 What is a system diagnostic card used for?
4 What is the diagnostic software used for?

IT support

I7

57

Customer service
Speaking

1

Look at the cartoon. How do people react when there is a problem with their
computer? Why?

Listening

?

Listen to a phone call to a company IT help desk. Choose the correct
answers a, b or c, to the questions.

2

3
4

5

3

What is Tuka's problem?
a) can't print out b) has lost files c) is not connected to the network
How does Tuka sound?
a) worried b) angry c) tired
What is the possible cause of the problem?
a) a hardware upgrade b) a server problem c) a software upgrade
What is the help desk technician's first suggestion?
a) go to a folder on the server b) go a folder on the desktop
c) go to a folder on the C drive
What is the help desk technician's second suggestion?
a) He will call back in five minutes. b) He will come down to Tuka's office.
c) He will get help from someone else.

Listen again and complete the technician's sentences.

1 How can I

you?

2 ) _ __
3 I'm ____ we can find your file.
4 - - - - go to the search box ....

5 Good _ _ __
Listen and repeat the technician's sentences.
Writing

Speaking

58

7

ITsupport

b

Work in pairs. Write a short dialogue between an IT help desk technician and a
colleague about a software or hardware problem. Use the phrases from 3.
Work in pairs. Read your dialogues to the rest of the class.

Business matters
Reading

1

You work as an IT help desk technician. You are responsible for these tickets
from colleagues in your company. Read the tickets. What are the problems?

Help Desk ticket

Help Desk ticket

Help Desk ticket

Date

10.11

Date

11.11

Date

12.11

Name

Ben

Name

Clare

Name

Simone

Problem

I can't print out.

Problem

I can't connect to
the network.

Problem

My computer fan
is very noisy.

Contact

0504446231

Contact

0504445558

Contact

0504446553

Service Person

You

Service Person

You

Service Person

You

Writing

2

Choose one of the Help Desk t ickets from 1. Write questions for the fault
diagnosis and possible solutions.

Example: Is there an error message on your screen? What does it say?
Have you tried restarting your computer?

Date
Name
Fault diagnosis
questions
Possible
solutions

Speaking

3

Work in pairs. Roleplay t he conversations about the problems. Student A is the
help desk technician and Student B is the colleague.

IT support

7

59

Security solutions
Speaking

1

Work in pairs. Make a list of all the different words about security threats and
attacks you can think of.

Reading

2

Read the descriptions 1-8. Match the words in the box to the descriptions.

adware
Trojan

Malicious software that can
copy itself and 1nfectthe
system. (1) .................... .

hacker
browser hijacker
virus
worm

Speaking

60

spyware

A program which is usually
free but contains malicious
files. (8) .................... .

A program that
automatically plays
commercials on a
computer. (7) .....................

Affects pnvacy. It does not
take control of a computer
system, but sends
information about the use
of a computer system.
(2) .................... .

Spreads without the user
taking action and usually
acts 1n operation system.
(3) ·············· ..... .

malware attack

An effort to gain
unauthorised access to a
computer. (6) .................... .

A person who on purpose attempts
to break into a computer system and
use it without the knowledge of the
owner. (4) .................... .

Software that replaces the
user's search engine With
its own. (5) .................... .

:t

Have you ever had a computer security threat? Has anyone ever hacked into your
computer system? Use the words and phrases in 2 to describe what happened.

J.

Work in small groups. Discuss what you can do to stop these problems.

Vocabulary

5

Match the security solution 1-5 to its purpose a-e.
1 a firewall
2 antivirus software
3
4

authentication
username, password and
biometric scanning
5 encryption

Listening

L

a) prevents damage that viruses might cause
b) make sure only authorised people access
the network
c) checks the user is allowed to use system
d) blocks unauthorised access
codes
e) protects the system from public access

Listen to this dialogue and answer the questions. Ludek has asked his
IT expert friend, Ales, for help.
1
2
3
4
5
6

Why does Ludek want Ales to check his laptop?
Why is Ludek worried that he may lose his project?
What does Ales think has happened to Ludek's laptop.
Why does he recommend Ludek installs an anti-spyware software?
Why is it important t o have a network access password?
What will Ales do for Ludek?

Language
Expressing possibility

a virus on your computer.

We use may/might + infinitive without to to talk about

You may have

things that are possible now or in the future.

The program might not run properly.

Speaking

7

Work in pairs. Practise giving advice to a non-IT expert on protecting
their computer.

Example:
Non-IT expert: What should I do to stop ... ?
Expert: You should .... It may/ might ... .

1'1 ' security mtd safety

8

61

Workstation health and safety
Speaking

1

Work in pairs. Make a list of computer health and safety problems. Compare
your list with another pair.

Vocabulary

2

Label this diagram with the advice 1-8.
1
2
3
4
5
6
7
8

There should be clearance under the work surface.
You should have your feet flat on the floor.
Make sure your forearms and hands are in a straight line.
Your lower back should be supported.
Your screen should be positioned to avoid reflected glare.
Keep your shoulders relaxed.
You should have your thighs tilted slightly.
Make sure the top of the screen is at or slightly below eye level.

oD

Speaking

3

Work in pairs. Answer these questions about the advice in 2.

1 Do you always follow the advice?
2 What other things can you recommend for good computer use?
3 Have you had (or given) computer use training?

4

Work in pairs. Practise giving instructions to each other.
Example: Make sure you ....

62

8

I IT security and safety

Reading

5

Read this list of rules for using a company computer. Which ones do you
follow? Why?

COMPUTER
DOS AND DON'TS
Things you should do:
- Run Scandisk regularly to check and repair your file systems.
- Connect all peripherals before you switch the computer on.
- Keep your keyboard and screen clean.
-Keep COs and DVDs in covers and hold them by the edge when using.
-Always shut down your laptop computer first if you need to move it.
- Secure your hardware from sudden power surges.

Things you should not do:
-Do not disconnect the keyboard, mouse, monitor, printer or any peripheral if
the PC is on.
- Don't eat food or drink near the keyboard and computer. Don't blow smoke
over your PC.
-Don't move or lift your desktop computer when it's on. Don't drop your laptop.
- Don't clean your hardware with a household polish or cleaner.
- Don't turn your computer off for lunch breaks.
- Don't load unauthorised software.

Vocabulary

6

Match the verb 1-5 with the noun a-e.
1
2
3
4
5

Speaking

switch/ turn off ~ a) software
eat
b) software
connect
c) peripherals
load
d) food
run
e) the computer

7

Work in pairs. Discuss what other rules you can add to the two lists in 5.
Compare your list with another pair.

8

What is the most important rule you can give about computer use? Work in
pairs. Practise giving advice to each other.

Example: Always ... ./You should .. ..

IT security and safety

8

63

Security procedures
Speaking

Reading

1

What security procedures are you familiar with? Make a list and share it with
the group.

'

Read this text on security and match the headings in the box with the
paragraphs 1-5.
Data transfer and backup
Email and network usage
Password recommendations
Reporting IT security incidents
Safety security requirements

Systems and network security
All employees must follow security and safety procedures approved
by the management.
1

Only install and use software that the management has approved. Install the latest
antivirus and antispyware tools.
Keep current with security software updates and patches.
Follow office health and safety standards.

2
Choose a password that is difficult to guess: use between 6 and 8 characters,
have letters in upper and lower case and intermix letters, numbers, and
punctuation marks. Keep your password private. Change your password every
9 weeks.

3
Configure your email software to use secure protocols. Use company official
e-mail software only. Always double check that you are sending your message
to the right recipient. Do not send sensitive data over the network. Use mail
encryption to send sensitive data. Do not download unknown files or files for
private use, such as movies and music.

4
Transfer files via a secure connection. Back up files regularly on the server in your
homefolder. Do not use external drives.

5
Employees must notify their supervisor or IT help desk about any damage, misuse,
irregularities or sec urity breaches.

Vocabulary

3

Match the verb 1-6 with the noun a-f.
1 transfer
2 install
3 follow
4 use
5 notify
6 report

64

IT security ancl $1tlety

~

a)
b)
c)
d)
e)

0

protocols
software
procedures
files
an incident
a supervisor

Speaking

4

What are the most important procedures to follow in the document in 2?
Which procedures do people sometimes not follow?

Language
Expressing prohibition
a rule or requirement (We use these when it is
necessary not to do this or to tell someone not to
do something.)
a strong recommendation (We use this to give advice.)

You mustn't give your password to anyone.

--------1

You aren't allowed/permitted to share your password
with anyone.
You shouldn't use your date of birth in your
password. (It is not a good idea to do this)

---------'

Listening

5

Listen and repeat these sentences.
1
2
3
4
5

You mustn't put your cup of coffee on the computer.
You mustn't work without breaks.
You aren't allowed to smoke in the office.
We aren't allowed to send private emails.
You shouldn't eat lunch at your desk.

Speaking

b

Work in small groups. Talk about the computer regulations in your company or
college. Use you mustn 't, you aren 't allowed to and you shouldn 't.

Writing

l

Write a document listing the regulations you talked about in 7. Use these headings.

Personal use of computers
Security

Health and safety
Reporting problems
rr security and satety I a

65

Reporting incidents
Speaking

1

Have you ever reported a security incident? What was it about?

Reading

2

Read these five IT incidents in a company.

Incident report
Date:

02...05

Report for:

Mile'j ()'1-\a.-a

Report prepared by:

Am Gr-eshon

Incident:

teacher, has accessed the database to
students ~.-ac:le

chan~

Recommendations:

Incident:

Incident report

employee has changed the printer 5ettings

Date:
Recommendations:

Report for:

DJ

m

Report prepared by:
Incident:

UA.plo'1u's cktlciru k.:~vt. ;,s-1-.:~llt.ci q.:~~~<es o"'
1

cOM?MI1 S ftlpi'op

Recommendations:

Incident report

Incident:

Date:
Recommendations:

Report for:
Report prepared by:
Incident:

Recommendations:

Speaking

3

Work in pairs. Grade the incidents: 1 = the least serious. 5 = the most serious.
Then compare your grades in small groups.

Writing

4

Write a short report to the IT supervisor on the most serious incident. You will
need to give recommendations on how to deal with the incident.
Incident report
Date:

66

8

I IT security and safety

Business matters
Reading

1

Wor k in pairs. You are systems safety coordinators. You have already
completed two inspections of the IT systems in QuickFix Ltd. The first
inspection was about network security and the second about health and safety
in a workplace. Your investigation shows that the company has very poor
security and safety systems. Look at the pictures and make notes.

Spea king

2

Based on the information in the pictures and your notes, present your report
after the inspections. Student A: talk about health and safety in the workplace.
Student B: talk about network security.
IT security and safety

8

67

1 Working in the IT industry
Business matters

Speaking exercise 4 page 11
Student A: You work as an IT Help Desk
Coordinator (Mrs Mahmoud). You receive an
e-mail from a new employee. Call Sharifa.
Tell her when her training is and answer
her questions.

3 Websites
Website analytics

Speaking exercise 8 page 23
Student A: Give Student B informacion about
website traffic ro your company's website.
Ask about his or her website.
Your company:
Number of visitors: 2 mjllion each year
Visitor location: East Asia, Australia and
New Zealand
Length of time on site: 10 minutes

6 Network systems
Business matters

Speaking exercise 4 page 51
Student A

Wednesd ay

morning- worked at home
afternoon - wem to the dentist

T h u rsd ay

morning -went to a company
check their network
afternoon - installed network
security at the company
tO

68

I Partner files

7 ITs up port
Fault diagnosis

Speaking exercise 8 page 53
Scudenr A
1 Call che IT help desk.
You cannoc access mail server.
Ask 6or help.
You changed your password lase week.

Student A
2 Help Scudent B with the problem.
At che moment che Internee connection
is do".vn.
Try again later.

Student A
3 Call the IT help desk.
You can't print out on network.
Ask for help.

Student A
4 Help Smdenc B with the problem.
Chan ge screen resolution?

I~

Partner files

I

69

UNIT 1 Working in the IT industry
[N = Natasha; K = Khalid]
N: Hi, my name's Natasha.
K: Pleased to meet you. I'm Khalid Ali.
N: Pleased to meet you, too.
[P =Phillip; A = Ahmed]
2 P: Good morning. What's your name?
A: I'm Ahmed. And you are?
P: My name's Philip. Nice to meet you.
[T = Tim; A = All; I= Ingrid; L =Linda]
T: Hi everybody, this is Ingrid.
A: Hi!
T: Ingrid, this is Ahmed, Linda, Mohammed
and Mansoor.
1: Nice meeting you all.
L: Likewise.
T: Welcome to the team and good luck.

[Ka = Kathryn; K =Karim]
Ka: Karim, what do you do?
K: I'm a network administrator. Who do you
work for?
Ka: I work for CISCO. I'm a system analyst there.
Where are you from, Karim?
K: I'm from Kuwait. I work for Microsoft there.
And where are you from, Kathryn?
Ka: I'm from the UK but now I live in Qatar. Do
you know where Glenda's from?
K: She's from the US.
Ka: And what's her job?
K: She works for IBM. Her job is to set up new
systems.

I'm, You 're, She's, He's, It's, We're, They're

70

I Audio script

Hi, I'm Karl. I'm a software developer. I design
and develop computer games. Thank you.
2 Good afternoon everyone, I'm Heba. I'm a
system analyst. I solve computer problems.
Nice to meet you all.
Hi, My name's Wojtek. I'm a database
administrator. I analyse and present data.
Thank you.

[A = Ahmed; B = Betty; M = Milo]
A: Where do you work, Betty?
B: I work for Dell in Dubai. What about you?
A: I work for HP in Budapest. What do you do,
Milo?
M: I'm a software developer. I work for
Microsoft in Prague.
B: Milo, do you know Frida?
M: Yes, I do. What do you want to know?
B: Where does she work?
M: She works with me in Prague. She designs
websites for E-commerce.
A: I see. Right, let's go. The workshop starts in
five minutes.

~

Where do you work?
What about you?
What do you do?
What do you want to know?
Where does she work?

[P =Penelope; D =Don]
P: Hi, Don. How are you?
0: I'm fine, thanks, Penelope. And you?
P: I'm OK. Bit tired from the flight.
0: Right.
P: What workshop do you want to attend today,
Don?
0: I want to go to the CISCO network security
workshop.
P: Sounds interesting. What time does it start?
0: It starts at 9.15.
P: And when does it finish?
0: It finishes at 4.00 in the afternoon.
P: Well, I want to attend the Microsoft Windows
Applications workshop. It begins at 8.30
am and ends at 6.00 pm. But they have two
breaks, at 10.30 and 12.45.
0: That's good.
P: Hope you enjoy your session.
0: You too. See you around.

[A = Andrei; B =Bob]
A: Bob, can you help me, please?
B: Sure.
A: I don't understand this acronym. What does
it stand for?
B: Let me see. W3. I'm not sure. Maybe WWW,
the World Wide Web.
A: OK. What does P2P stand for?
B: It stands for person-to-person.
A: OK. What does IP mean?
B: It means Internet Protocol.
A: How do you spell 'Protocol'?
B: p - r- o - t - o- c - o - I.
A: Thanks.
B: You're welcome.

ahj k
bcdegptvz
flmnsxz
iy
0

quw
2 6.45
8 o'clock
4 10.45
c; 4.35
2.15
7 12 o'clock
9.50

1 It finishes at 5.00.
L It ends at 8.00.
3 It starts at 6.00.

r

UNIT 2 Computer systems
[B = Bob; D = Daisy]
B: What do you think? Which laptop is better
for the sales team?
D: I'm not sure. This computer has a bigger
memory and I think it has a better processor.
B: And the other one?
D: Well, it is smaller.
B: And lighter.
D: Yes, you're right. Lighter and smaller.
B: But the bigger one is cheaper.
D: So what is our decision?
B: I'm not sure. Let's go for a coffee and discuss
this again.

Audio script

I

71

1 lighter
2 more efficient
3 longer

4 wider
5 heavier

6
7
8
9

faster
darker
softer
harder
10 more durable

[T "' Tim; S "' Simone]
T: What do you think about these three photo
imaging packages?
S: It's a difficult choice. All three are very good
but they have different strengths.
T: I agree.
S: Serif Image Plus has the best image
correction.
T: OK.
S: But Magic Extreme has the fastest
processing of images.
T: You're right. Also, Serif has the best special
effects. But what about Snap Pro?
S: Well, it has the best dubbing options.
T: And Snap Pro is the best for burning photos.
S: I'm not sure. Serif has the most efficient
compression.
T: Which is the most expensive?
S: Oh, Serif Image Plus.
T: And the cheapest?
S: Snap Pro.
T: Let's get Snap Pro then.
S: I'm still not sure!

1 We've got the best software.
2 Does it have the most reliable anti-virus
software?

3 She has the cheapest computer.

4 They haven't got the latest version.

5

Do you have the fastest processor?

6 Has it got Windows?
7 They have the latest software.
8 It has the biggest screen.

72

I Audio script

[P
P:
B:
P:
B:
P:
B:
P:
B:
P:
B:
P:
B:

"' Paul; B "' Brinitha]
Hi, Brinitha.
Hi, Paul.
How's it going?
Fine, fine.
What are you doing at the moment?
Oh, I'm installing Nero.
How are you getting on?
Well, I' m setting up a network. I'm using
Microsoft Server.
Right. Where is Jackie today? Do you know?
Yes. She is on a training course today. She's
learning about the new database system.
What about Mary and Imran? Where
are they?
They aren't coming in today. They have a
day off.

1 What are you doing now?

2
3
4
5

Are they setting up the network?
She's working at home today.
I'm not installing the software.
We' re not using Word.

UNIT 3 Websites
1 Which websites do you use?

2 Why do you use Wikipedia?

3 What do you use CNN for?
4 When does she use CNN?
[S "' Sarah; G = George]
S: George, l need some information about our
website.
G: OK, what do you need to know?
S: Well, I need some information about website
traffic, you know, external visits to our
website.
G: OK.
S: Could you do a report for me?
G: Sure. When do you need it by?
S: Er, tomorrow morning, I'm afraid. It's for the
finance director.
G: OK, what do you need to know exactly?
S: Well, the number of visitors to our website
last month, their movements and actions on
the website, and where they're from.
G: OK, I can do that.
S: Thanks very much indeed.

1 How many people visit the site?
2 Where do they go on the website?
3 How long do they spend on the website?

1
2
3
4
5

30,000
700,000
10,000,000
100,000
80,000

UNIT 4 Databases
[C =Chris; T = Tim]
C: Tim, could you help me a moment, please?
T: Sure. What's the problem?
C: I need some information about a book
budget from the database.
T: OK.
C: But I don't know how to get it.
T: No problem.
C: So what do I do first?
T: Enter your name and password and press
enter.
C: Erm ... ?
T: You have got a password?
C: Erm, I can't remember it.
T: Use mine. Type in t evans, that's
t- e - v- a- n - s, then snavet
s-n-a-v-e-t.
C: OK.
T: Now press Enter. Now what is the name of
the book?
C: Basic French.
T: OK. Type in that in the title field in the first
column. Now Press Find. There it is. OK,
budget. Click on Publishing and scroll down
to Plant Costs and click on that.
C: Good. There's the budget in the second row.
Thanks, Tim.
T: No problem.

1
2
3
4

Could you help me please?
Please could you help me?
Would you help me with this software?
Please could you explain how to do that?
5 Please would you give me your password?

[I= IT expert; C =Colleague]
1: Right, the first step in the process is you
gather the raw data which you want to
process. That's called collection. OK?
C: Yes, data collection.
1: Good. The second step is you create
categories to organise the data into relevant
groups. We call that sorting. Understood?
C: Sorting, right.
1: Then we arrange and systemise the data.
That's coding. Got that?
C: Yes, I think so. The third step is coding.
1: After that, we enter the data into a system.
That's entry.
C: OK.
1: Then, we clean the data and double-check
for faults and inconsistencies. That's the
validation part of the process.
C: Fine. Validation.
1: Finally we format and arrange the data so
that it can be analysed. That's tabulation. All
right?
C: Thanks very much.
1: No problem.

1 entry
2 collection
3 tabulation
4 valiQ.ation
r: ~ting
o coding

7 gather

8 create
9 arrange
10 !illter
11 .QQ.yble-check
12 .[Qrmat

1 emerging technology
? cloud computing
3 data storage
4 hard drive
r external drives
back-up providers

,

Audio script

I

73

[T = Tim; S = Sandy1
T: Sandy, could you give me some advice on
storage devices?
S: Sure. How can I help?
T: I'm a bit worried about my computer
at home.
S: Right.
T: I've got lots of music and photos on my
computer and I think I should back them up.
S: I know what you mean.
T: What should I buy?
S: I'd recommend an external hard drive. That's
what I've got at home. How much can you
spend?

T: $200.
S:

That should be fine. You should be able to
get something good for that. Oh, one thing:
I'd really recommend you get one that backs
up automatically from your computer when
it is connected.

UNIT 5 E-commerce
(I

1:
D:

1:
D:

1:
D:

1:
D:

=Interviewer; D =David 1
David, tell me, how much of your business is
online now?
Not much, really. Only about 7%.
Why's that, do you think?
Well, most of our customers buy our
cleaning products in supermarkets when
they buy their food. And most people
go out to buy their food. They go to the
supermarket.
Do you think this will change?
Probably but slowly. Last year our online
buying was about 5% of our business.
So, it is growing a little.
Yes, but only a little. And in future our
customers will still buy our products from
the supermarkets on their websites. I don't
think they will buy online from us direct.

1 not a lot of time
2 too much work
3 only a little money
4 a few computers
5 a lot of memory

74

I Audio script

1 open an account
2 go to the check-out
3 put an item in the basket
4 browse the website
5 choose an item
6 check the order

1 The company won't provide Internet access
to all employees.
I'll do the security checks and then upgrade
this week.
3 When will you finish the work?
4 Yes, I will.
5 No, she won't.
~

[M = Monika; S = Shayan1
M: Shayan, can you explain how a customer
completes an online transaction?
S: OK, it's very easy. First, the customer will
place an order. The seller's web server will
confirm availability of the product and send
a response. After that, the customer checks
out and completes the payment instructions.
Then the server will send a payment request
to a payment gateway. The payment gateway
will check the buyer's ability to pay with the
bank. OK?
M: Fine. Go on.
S: The bank will respond and send payment
acceptance or rejection to the seller's
web server through the payment gateway.
Finally, the customer will receive the server
response with the order confirmation or
rejection.
M: Will the customer have to register?
S: Yes, all buyers must have their accounts
before they complete the transaction.
M: Thank you. Now I understand.

UNIT 6 Network systems

[A= Agatha; K = Katharina]
A: Hi, Katharina. It's good to see you again. How
are you?
K: I'm fine. And you?
A: Fine, thanks.
K: I'm really glad to hear about your success.
A: Thank you.
K: So how can I help you?
A: I wanted to see you because I need your
advice. We think we should offer our
products and services online to increase our
market share. What do you think?
K: That's a great idea. You should definitely do
that.
A: Good. So what exactly should I do?
K: I'd recommend that you set up an
E-commerce flower shop.
A: OK.
K: I'll send you an e-mail with some
recommendations.
A: Oh, thank you very much. We ought to be
ready for Mother's Day.
K: In that case, I'd suggest we start right away.
Let me ask you some questions ...

[B = Boris; A = Ahsan]
B: 1 have a problem with the network download
speed. What can you suggest?
A: Why don't you change the hub?
B: I don't think that will work. The hub is fine.
A: OK. How about adding a repeater then?
B: Hmm, I'm not sure it will help. It's not a
problem with the signal strength.
A: OK, then you should check the cables and
network devices to make sure that they are
compatible with your network.
B: What about changing the modem?
A: I don't think it's necessary. I think it's a
problem with the bridge, switch or the
router. You should look at the specifications.
B: OK, I will. Thanks for your help.
A: Why don't you check user recommendations
on the internet as well?
B: Good idea. I'll do that.

1 Why don't you change the modem?
2 How about connecting a repeater?
What about looking on the website?

When did they start work?
2 They installed the computers yesterday.
3 We didn't work last week.
4 She went to the office on Sunday.
5 Did you finish the report?

1

1 modem
2 repeater
bridge
4 router
!) gateway
6 switch
7 hub
8 wireless
9 access point
10 network connectors
1 network interface card

[K = Karoline; S = Sam]
K: How do you describe network speed?
S: In bits, kilobits, megabits and gigabits. They
describe network speed. For example, dialup connections allow 56 kilobits per second
and DSL from 512 kilobits per second to 3
megabits per second.
K: OK. I've got that. What about the range?
S: Range is the distance of network coverage,
so distance units represent network range.
Most countries use metric but some use
feet as units of measurement. Metres or feet
usually describe the range of a network.
Home networking routers support a range up
to 150 feet or 46 metres indoors and 300 feet
or 92 metres outdoors.
K: Thanks.

Audio script

I

75

1 77 kilobits per second

1 Have you run the computer in the battery

2 5 megabytes a second
3 2 gigabytes per minute

4 250 metres
5 40 feet

2
3
4
5

UNIT 7 IT support
6
[H
H:
M:
H:

=Haider; M = Maryam]
Hello, IT Help Desk.
Hi, this is Maryam from Human Resources.
Hi, this is Haider. How can I help you,
Maryam?
M: I switched my computer off yesterday and
today I can't turn it on.
H: What type of computer do you have?
M: I'm not sure. It's a desktop computer.
It worked fine yesterday.
H: Don't worry. Have you checked the cable
connections?
M: No, I haven't. I can see some cables but I
don't know which cable goes where.
H: Make sure all cables are tight and fully
plugged in.
M: Ok, give me a sec. Oh, I think I've found the
problem. I have one cable that is unplugged.
It's the power cable. Where does it go?
H: The power cable should go in the threepronged port on the computer.
M: OK, done. Let me try now. It's working fine.
Sorry about that. Stupid of me.
H: Maybe the cleaners disconnected your PC
by mistake last night.
M: Maybe. Good, we've solved the problem.
Thank you, Haider.
H: You're welcome. Have a good day.
M: You too.

1 checked

2
3
4
5

76

switched
unplugged
worked
disconnected

I Audio script

·

7
8

9

mode?
How long have you had the iPad?
Have you charged the battery?
Has he opened the file?
Has she entered her username and
password?
Have they changed the Internet Service
Provider?
Have you checked the remaining disk space?
Have you installed or uninstalled software
recently?
Has Dillip updated the drivers recently?

Customer 1
Today is 5 May. Please leave your message after
the tone.
Hi. My name is Bolek. I've received a Word File
but it won't open in Office. Can you help?
My contact number is 050 444 5553. Thank you.
Thank you for your call. The service person
is Alex.
Customer 2
Today is 16 June. Please leave your message after
the tone.
Hi , my name is Sara. I've lost a file that I opened
from an attachment. Please help.
My contact number is 055 8214328. Thank you.
Thank you for your call. The service person
is James.
Customer 3
Today is 13 July. Please leave your message after
the tone.
Hello, my name is Sylvia. I've deleted some files.
Can I recover them?
My contact number is 050 7895421. Thank you.
Thank you for your call. The service person
is Mahmoud.

reversible ratchet driver
? screwdriver
3 hex key set
pliers
wire cutter
wire stripper
insertion/extraction clipper
three prong holder
9 tweezers
10 anti-static wrist strap

[H = Helpdesk technician; T = Tuka]
H: Hello, Aqhel speaking. How can I help you?
T: Hi, my name's Tuka. I've upgraded my
computer to Windows 7 and now I can't find
my personal files anywhere!
H: I see.
T: I've checked Windows 'help' and that didn't
tell me anything. I need one file urgently.
H: I'm sure we can find your file. Don't worry.
T: Well, I hope so.
H: What Windows version did you have before?
T: Before I had Windows Vista.
H: OK. Is your computer on?
T: Yes, it is.
H: Good. Find Windows. old folder in your C
drive.
T: I don't understand. How? I can't see it in
Windows Explorer.
H: Please go to the search box, write
Windows. old and click enter.
T: OK.
H: The Windows. old folder contains different
folders. Your folders and files are in
Documents and Settings. You should find the
files there.
T: I'll do that.
H: I'll come down to your office if you still have
a problem. Good luck.
T: Thanks.

1 How can I help you?

2 I see.
3 I'm sure we can find your file.
4 Please go to the search box ...
5 Good luck.

UNIT 8 IT security and safety
[L = Ludek; A = Ales ]
L: Ales, can you check my laptop? Nothing
seems to work.
A: Hmm, what have you done this time? Wow!
Your laptop is a mess.
L: Sorry about that. I'll clean it up.
A: Have you updated your antivirus software
recently?
L: Yes, I have. I did it last week.
A: We11, that's good.
L: I'm afraid I may lose my project. I haven't
backed it up.
A: Hmm. You might have spyware or some
other malware on your computer. You
should insta11 a good spyware doctor
pr ogr am . An antivirus program may not
catch everything.
L: OK, I'll do that.
A: And why don't you protect your WLAN
access with a password? It's likely you wiJJ
attr act hackers and piggybackers and then
you might lose a Jot of work.
L: Fine, 1'11 do that.
A: I'll scan your system with my anti-spyware
software now and see if there is a problem.
L: Thanks.

1 Your mustn't put your cup of coffee on
the computer.

2 You mustn't work without breaks.
3 You aren't allowed to smoke in the office.
4 We aren't allowed to send private emails.
5 You shouldn't eat lunch at your desk.

Audio script

I

1 Working in the IT industry
Business matters

Speaking exercise 4 page 11

Student B: You are Sharifa. You will recieve
a call from Mrs Mahmoud in answer co your
email. Make sure she answers the questions in
your email.

3 Websites
Website analytics

Speaking exercise 8 page 23

Student B: Give Student A information about
website traffic to your company's website.
Ask about his or her website.
Your company:
Number of visitors: 500,000 each month
Visitor location: the Middle East and
North Mrica
Length of time on site: 2 minutes

6 Network systems
Business matters

Spealdng exercise 4 page 51

Student B

78

I Partner files

Monday

morning- attended a training
course at the college
afternoon- went co the doccor

Tuesday

morning - worked ar home
afternoon - was off

7 IT support
Fault diagnosis

Speaking exercise 8 page 53

Student B
1 Help Student A wich the problem.
The mail server asks for a username
and password.
Has Student A used rhe wrong password?

Student B
2 Call che IT help desk.
You cannoc access the Internee at che moment.
Ask for help.

Studem B
3 Help Student A wirh the problem.
There is a new default printer.

Srudent B
4 Call the IT help desk.
The opened page is too large for the screen.

Partner files

I

79

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Levell English for Information Technology is designed for students with a
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comprehensive on-the-page language boxes
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