English for Information Technology 1
Content
English Information Technology
Vocational English Course B o o k
Contents
Function Language Vocabulary Meeting people p.4 Introducing yourself and others Present tense of be I'm Natasha, nice to meet you. J o b s in IT p.6 Describing your job Present Simple What do you do? 1 am a programmer. Schedules What time does it start? What does WWW stand that? for? Introductions Personal questions Jobs
nit 1 Wo rking in the IT in.dustry
S c h e d u l e s p.8
Describing your daily routine and times
Routines Times IT acronyms The alphabet
Spelling p. 10
Using the alphabet
How do you spell B u s i n e s s matters p.11 Computer hardware p. 12 Unit2: Compu ter systems Computer software p. 14 Describing computer software Describing computer hardware Comparatives That monitor
Computer hardware mine. Computer softw ware
is bigger than
Superlatives That software is the easiest to use. Present tense of have(got) We've got the best software. Present continuous Are you installing it now? must, mustn't, don't have to 1 must update my files can, can't,
Working with c o m p u t e r s p.16 Computer u s a g e p.18
Describing tasks
Computer tasks
Understanding computer usage
Computer usage
B u s i n e s s matters p. 19 Website purpose p.20 Website analytics p.22 Getting information about websites Talking about websites Question words (1) Which websites do you visit? Website analysis tools website? Purpose of websites
Unit 3 Websites
Question words (2) How many people visit our Large numbers
Website development p.24 The best w e b s i t e s p.26 B u s i n e s s matters p.27 Database b a s i c s p.28 Data p r o c e s s i n g p.30 Data storage a n d b a c k - u p p.32
Developing a website
Describing steps in a process After that... Describing things There are a lot of photos on this website
Functions of a website Features of a website Adjectives
Talking about your favourite websites
Understanding database products
Asking people to do things Could you help me, please?
Entering a database
nit 4 Databases
Describing data processing steps
Quick questions to check understanding Got that? Asking for and giving advice What should 1 do? You should buy a flash drive.
Data processing steps Prepositions Data storage and back-up solutions
Talking about data storage and devices
Database systems benefits p.34 B u s i n e s s matters p.35
Using data in company departments
Company departments
Contents
Function
Language
Vocabulary
•
Unit 5 E -comme p
E-commerce c o m p a n i e s p.36 E-commerce features p.38 Transaction security p.40 Online transactions p.42 B u s i n e s s matters p.43 Types of network p.44
Explaining E-commerce types
Quantity many, a few,
Types of business
Describing the features of an e-commerce website Talking about security
Linking ideas / have a PC and laptop Future (will + infinitive) Hackers won't be able to get into the network at home
Website features
Networks
Describing the transaction process
Online transactions
Explaining networks
Giving reasons I'd recommend it's cheaper. a Dell computer because
Types of network system
lit 6 Network systems
Networking hardware p.46 Talking about the past p.48
Describing and fixing network hardware Using the past tense
Making suggestions Why don t you call the IT Help Past Simple When did they launch the Time expressions yesterday Desk?
Network hardware Problems with hardware Networking sites network?
3 Network range a n d s p e e d p.50 B u s i n e s s matters p.51 Fault diagnosis p.52 lit 7 IT si ipport Software repair p.54 Hardware repair p.56 Customer service p.58 B u s i n e s s matters p.59 Security solutions p.60 Workstation health and safety p.62 Security procedures p.64 Reporting incidents p.66 B u s i n e s s matters p.67 Partner files: Student A p.68 Audio script p.69 Partner files: Student B p.78 Describing security solutions Expressing possibility You may have a virus on the Identifying a safe working environment Explaining network and system security Reporting a security incident should/shouldn't computer.
•
Talking about network capabilities
Network terminology Speeds and ranges
Understanding faults
The present perfect Has (s)he switched off the computer?
Fault diagnosis: questions and answers Fault diagnosis questions Possible solutions
Filling in service reports
Using toolkits and making repairs
Explaining the use of something We use tweezers to hold small objects
Toolkits Computer hardware Phonecalls
i_ 3
a Unit 8 IT security t and sat
Types of security threats Security systems Office rules
Expressing prohibition Vou mustn't give your password
Security procedures to anyone. Reporting process
Contents
3
Working in the IT industry
Meeting people
Speaking
• I n t r o d u c e y o u r s e l f and
others
• ask a n d a n s w e r p e r s o n a l q u e s t i o n s • talk a b o u t s c h e d u l e d tasks
• use the a l p h a b e t a n d s p e l l out w o r d s
H o w d o y o u greet p e o p l e i n y o u r c o u n t r y ? W h a t d o y o u say w h e n y o u greet p e o p l e i n English?
Reading
2
C o m p l e t e these dialogues w i t h t h e w o r d s i n t h e b o x . all too 1 is you meet name's Nice What's this
Welcome
Natasha: H i , m y (1) Natasha. Khalid: Pleased t o (2) _ you. I'm Khalid Ali. Natasha: Pleased t o meet y o u , ( 3 ) . Philip: Ahmed: f'hilip: Tim: All: Tim: Ingrid: Linda: Tim: G o o d m o r n i n g . (4) I ' m A h m e d . A n d (5) M y name's P h i l i p . (6) . . y o u r name? _ are? t o meet y o u .
2
Hi everybody, (7). . is I n g r i d . Hi! I n g r i d , t h i s (8) . A h m e d , L i n d a , M o h a m m e d a n d Mansoor. Nice m e e t i n g y o u (9) Likewise. (10) t o t h e t e a m a n d g o o d luck. L i s t e n a n d c h e c k y o u r answers.
Listening
3 4
L i s t e n again a n d repeat t h e dialogues. W o r k i n s m a l l g r o u p s . Practise i n t r o d u c t i o n s . F o l l o w t h e i n s t r u c t i o n s below. 1 2 Introduce yourself. I n t r o d u c e a new t e a m member.
Speaking
5
1
Working in the IT industry
Listening
6
L i s t e n t o t h i s d i a l o g u e a n d c h o o s e t h e c o r r e c t answers. K a t h r y n : K a r i m , w h a t d o y o u do? Karim: I'm a (1) website developer/network administrator. w o r k for? K a t h r y n : I w o r k for CISCO. I ' m a (2) system analyst/website W h e r e are y o u f r o m , K a r i m ? Karim: Kathryn Karim: Kathryn Karim: Who do you analyst there.
I'm f r o m K u w a i t . I w o r k for M i c r o s o f t t h e r e . A n d w h e r e are y o u from, Kathryn? I ' m f r o m t h e (3) UK/US b u t n o w I live i n Qatar. Do y o u k n o w w h e r e Glenda's from? She's f r o m t h e US. A n d w h a t ' s h e r job? She w o r k s for (4) IBM/Dell. Her j o b is t o set u p n e w s y s t e m s .
Language Present tense of be We use be to say who somebody is or what something is. I'm Sam. You're/We're/They're from the UK. He's/She's a website developer. 1 am Sam. You/ We/They are from the UK. He/She is a website developer. It is in the US.
It's in the US. We use be to ask personal questions. Where are you from? What's his name/job?
What is his name/job?
7
Reading 8
BcXH
L i s t e n a n d repeat these w o r d s . He's, It's, We're, They're/Their
I'm, You're, She's,
C o m p l e t e t h i s e m a i l w i t h am, is, are, their, our o r my.
Dear Colleagues the IT Support team Jessica Martin and I (2). My name (1) Mahmoud Al Banawy, leader. The IT Support team members (3) Eli Ibrahim and Guido Pitteri. Mahmoud (4) our network administrator. Eli and Guido (5) system maintenance officers. (6) job is to keep our systems going. (7) job is to support you. (8) Best regards Jessica Martin contact number (9) 675 567 567.
Writing
9
W r i t e a r e p l y t o t h e e m a i l i n 8. I n t r o d u c e y o u r s e l f a n d t h r e e p e o p l e i n your group.
Speaking
1 0 W o r k i n pairs. A s k a n d a n s w e r q u e s t i o n s a b o u t y o u r j o b s , c o m p a n i e s and nationalities. Example: A: Where are you B: I'm from .... from?
Working in the IT industry
1
5
Jobs i n IT
Speaking Reading 1 2 W o r k i n s m a l l g r o u p s . List t h e IT j o b s y o u know. Read t h i s t e a m i n t r o d u c t i o n . C o m p l e t e t h e d e s c r i p t i o n s 1-4 w i t h t h e IT j o b s i n the box.
Hi! I'm Sylvia. I c r e a t e u s e r n a m e s and p a s s w o r d s and I s e t firewalls. This is Isabelle. Her j o b is t o plan and design t h e network. A n d t h i s is Andrew. His j o b is t o make sure all o f t h e c o m p u t e r s work properly. Finally, M a r k and Latika. Their area is d a t a processing. We all work f o r t h e university. Our offices are in building &.
database analyst network architect 1 2 3 4 Language Present simple
IT support officer
network administrator
Sylvia is a Isabelle is a A n d r e w is a n M a r k a n d L a t i k a are
What do you do? I'm a programmer. We use the present simple to talk about routines and things that are permanent or happen all the time. What does she do? She's a developer. Where does she work? She works for IBM in Poland. She doesn't work in Estonia. Where do they work? They work for Siemens in Egypt. Do you work in IT? Yes, 1 do/No 1 don't.
Listening
3 StfjEH
1
L i s t e n t o t h r e e p e o p l e t a l k i n g a b o u t t h e i r jobs. C o m p l e t e these j o b descriptions. Karl Job: software c o m p u t e r games. R e s p o n s i b i l i t i e s : he designs a n d Heba Job: analyst Responsibilities: h e . . computer problems. Wojtek Job: database . e l e c t r o n i c data. R e s p o n s i b i l i t i e s : he analyses a n d .
2
3
6
1
Working in the IT industry
Speaking
4
W o r k i n p a i r s . A s k a n d answer q u e s t i o n s a b o u t K a r l , Heba a n d Wojtek. Example: A: What does Karl B.He's .... do?
Listening Ahmed: Betty: Ahmed: Milo: Betty: Milo: Betty: Milo: Ahmed: 6 1 2 3 4 5 Writing 7
L i s t e n a n d c o m p l e t e t h i s dialogue. W h e r e (1) y o u w o r k , Betty? 1 w o r k for Dell i n D u b a i . W h a t (2) . you? I (3) for HP i n Budapest. W h a t d o y o u (4) , Milo? . developer. I w o r k ( 6 ) . I'm a (5) . Microsoft i n Prague. Frida? Milo, do you (7). Yes, I d o . W h a t d o y o u (8) t o know? W h e r e (9) she w o r k ? She w o r k s w i t h ( 1 0 ) . . i n Prague. She designs w e b s i t e s for (11) I see. Right, let's go. T h e w o r k s h o p s t a r t s i n five m i n u t e s . L i s t e n a n d repeat these q u e s t i o n s . Where do y o u work? W h a t a b o u t you? W h a t d o y o u do? W h a t d o y o u w a n t t o know? W h e r e does she w o r k ?
W h a t is y o u r d r e a m job? W r i t e a j o b d e s c r i p t i o n for t h e j o b of y o u r c h o i c e . Job: Company to work for: Responsibilities:
Speaking
8
Tell t h e rest of t h e g r o u p a b o u t y o u r d r e a m j o b . Use y o u r notes t o h e l p y o u . Example: My dream job is ... . I design/solve/analyse ....
Working in the IT industry
Schedules
Listening L i s t e n t o t w o p e o p l e at a n IT conference. C o m p l e t e t h i s d i a l o g u e .
Penelope: Don: Penelope: Don: Penelope: Don: Penelope: Don: Penelope: Don: Penelope:
Hi, D o n . (1) I'm (2)
are you.' t h a n k s , Penelope. A n d you? I'm OK. Bit t i r e d f r o m t h e flight. Right. (3) w o r k s h o p (4) y o u w a n t t o a t t e n d today, Don? I w a n t t o go t o t h e CISCO n e t w o r k s e c u r i t y w o r k s h o p . Sounds i n t e r e s t i n g . W h a t t i m e does i t start? It (5) A n d (6) It (7) at 9.15. does i t finish? at 4.00 i n t h e a f t e r n o o n .
Don: Penelope: Don: Language Schedules We use ar with clock times.
Well, I (8) to attend the Microsoft Windows Applications w o r k s h o p . It (9) at 8.30 a m a n d (10) at 6.00 p m . But t h e y have t w o breaks, at 10.30 a n d 12.45. That's good. H o p e y o u e n j o y y o u r session. You t o o . See y o u a r o u n d .
It starts at 9.15. (nine fifteen!quarter past nine) It begins at 8.30. (eight thirty/half past eight) What time does it start/begin/finish/end? It finishes at 4.00. (four o'clock) It ends at 5.05. (five oh five/five past five)
When do you have a break?
We have a break at 12.45. (twelve forty-five/a quarter to one)
L i s t e n a n d repeat t h e s e t i m e s . 1 2 3 4 7.05 6.45 8 o'clock 10.45 5 6 7 8 4.35 2.15 12 o ' c l o c k 9.50
L i s t e n a n d repeat t h e s e sentences. 1 2 3 Speaking 4 It finishes at 5.00. It ends at 8.00. It s t a r t s at 6.00.
W o r k i n pairs. A s k a n d answer q u e s t i o n s a b o u t y o u r d a i l y s c h e d u l e a n d breaks. Make notes. Example: A: What time/When do you start work? B: I start at 8.00. What about you? A: I begin at... .
5
Tell a n o t h e r pair a b o u t y o u r p a r t n e r ' s schedule. Example:... starts work at 8.00 and finishes at 4.00. She has a break at 12.00.
Reading
6
C o m p l e t e these sentences w i t h t h e w o r d s i n t h e box. at at in for from
I w o r k i n an office (1) Canada. I w o r k D u b a i b u t I'm (2) (3) SAP t h e r e . I s t a r t w o r k (4) . 8.15, have l u n c h i n a cafe (5) 1.30 a n d finish a b o u t 5.00.
/
II
9
1 9
Writing
7
W r i t e t h r e e sentences a b o u t y o u r s e l f a n d y o u r d a i l y schedule. Working in the IT industry
Spelling
Speaking W o r k i n s m a l l g r o u p s . List t h e IT a c r o n y m s y o u know.
HTML (HyperText Markup Language) HTML is a mark-up language used to describe the structure of a web page.
FTP (File Transfer Protocol) a standard network protocol used to copy a file from one host to another.
WLAN (Wireless Local Area Network) A type of local-area network that uses high-frequency radio wires to communicate between nodes.
Listening
2
L i s t e n a n d c o m p l e t e t h i s dialogue. B o b , c a n y o u (1) me, please? Sure. I d o n ' t u n d e r s t a n d t h i s a c r o n y m . W h a t does i t (2) for? Let m e see. 'W3'. I ' m n o t sure. M a y b e WWW, t h e W o r l d W i d e Web. OK. W h a t does P2P s t a n d for? (3) s t a n d s for person-to-person. OK. W h a t does IP (4) ? It means I n t e r n e t P r o t o c o l . H o w d o y o u (5) 'Protocol'? p - r - o - t - o - c - o - 1 . Thanks. You're w e l c o m e . L i s t e n t o t h e l e t t e r s a n d repeat t h e m .
Z /zed/ in British English and /zee/ in American English.
a hj k bcdegptvz f Imnsxz
i y o
qu w r
Speaking 4 W o r k i n pairs. Make a list of a c r o n y m s . Ask a n d answer q u e s t i o n s . Example: A: What does HTML stand for/mean? B: It stands for/means
....
10
1
Working in the IT industry
Business matters
Writing You are at a t r a i n i n g w o r k s h o p . T h e t r a i n e r asks all t h e trainees t o c o m p l e t e t h e f o r m a n d i n t r o d u c e themselves. C o m p l e t e t h i s f o r m a b o u t yourself. Participant Information Name: DOB: Contact: Interests: Phone Place of residence: Email Date:
IT job you want and why:
2 3
W o r k i n p a i r s . Swap y o u r profiles a n d i n t r o d u c e y o u r p a r t n e r . W r i t e an email message t o i n t r o d u c e y o u r s e l f t o t h e e m p l o y e e s i n t h e c o m p a n y u s i n g t h e profile b e l o w o r y o u r o w n i n f o r m a t i o n .
You are a n e w e m p l o y e e in a c o m p a n y . Your p o s i t i o n is a n e t w o r k administrator. You are responsible for setting u p firewalls, s e c u r i t y levels, wireless connection, usernames and passwords.
Speaking
4
W o r k i n p a i r s . Student A: y o u are t h e IT h e l p desk c o o r d i n a t o r , M r s M a h m o u d . T u r n t o page 68. Student B: y o u are Sharifa. T u r n t o page 78. C o m p l e t e t h e task. Swap t h e roles.
Dear Mrs Mahmoud, I am a new e m p l o y e e i n F i n a n c e . I n e e d h e l p w i t h a c c e s s t o t h e company n e t w o r k . P l e a s e c a n y o u o r g a n i s e a t r a i n i n g s e s s i o n f o r me? I am f r e e o n T h u r s d a y a f t e r 2 . 3 0 . Do I n e e d t o come t o y o u r o f f i c e ? Do y o u g i v e c e r t i f i c a t e s a f t e r t h e t r a i n i n g ? T h a n k y o u v e r y much f o r y o u r h e l p . Sharifa
Working in the IT industry I 1
11
r
O
m
n
i
l
t
P
r
* make comparisons • talk about w h a t is h a p p e n i n g • talk about ability and now
V> W
i l l •
U L V / i
necessity
o
y
o
l
d
l
l
o
• talk a b o u t o b l i g a t i o n s
Computer hardware
Speaking W o r k i n s m a l l g r o u p s . M a k e a list of all t h e c o m p u t e r h a r d w a r e y o u use i n y o u r w o r k o r study. Vocabulary 2 Label t h e d i a g r a m w i t h t h e c o r r e c t i t e m s 1-11. 1 2 3 4 5 monitor case motherboard CPU ( C e n t r a l Processing Unit or Processor) main m e m o r y (RAM) 6 7 8 9 10 11 e x p a n s i o n cards (video, g r a p h i c ) power supply unit optical disk drive hard disk drive keyboard mouse
Listening
3
ksj Bob: Daisy: Bob: Daisy: Bob: Daisy: Bob: Daisy: Bob:
M. L i s t e n t o t w o colleagues a n d c o m p l e t e t h i s dialogue. W h a t d o y o u t h i n k ? W h i c h (1) I ' m n o t sure. T h i s c o m p u t e r has a (2) has a (3) processor. is b e t t e r for t h e sales team? m e m o r y and I think it
A n d t h e o t h e r one? Well, i t is (4) A n d (5) Yes, y o u ' r e r i g h t . L i g h t e r a n d smaller. B u t t h e bigger o n e is (6) So w h a t is o u r decision? I ' m n o t sure. Let's go for a coffee a n d discuss t h i s again.
2
Computer systems
Language Comparatives things. big For short adjectives we add -er (than). Be careful of spelling. fast easy difficult For long adjectives we use more/less (than). expensive reliable bad Some comparatives are irregular. good bigger faster easier more/less difficult more/less expensive more/less reliable worse better The new monitor was bigger than the old monitor. Your processor is faster than mine.
It's easier to use than the other one. This version is more difficult to use than the old version. His computer is less expensive than hers. 1 think you should buy that CPU. It is more reliable than the one you have. That screen resolution is much worse than before! 1 really like this mouse. It's so much better than the old one.
Make t h e c o m p a r a t i v e f o r m of these adjectives. Example: 1 2 3 4 5 6 7 long longer light efficient. long wide heavy fast dark
8 soft 9 hard 10 d u r a b l e .
5
6 Reading 7
BEIQI
L i s t e n a n d c h e c k y o u r answers.
Listen again a n d repeat t h e w o r d s . Read t h e s e p r o d u c t d e s c r i p t i o n s a n d m a k e sentences u s i n g c o m p a r a t i v e s . Example: The Corsair is longer than the Imation but slimmer.
C o r s a i r F l a s h Survivor G T 8 G B
Imation Clip F l a s h Drive 4 G B
8GB Read at 34MB/S
4GB Read at 15MB/S Write at 9MB/s 2.95" x 1.14" Plastic No data encryption Five year warranty Price £10
mtSM
/fisr // / / / J*3r /
/
/ M'
/
Write at 28MB/S 3.25" x 0.75" Aluminium 256-bit A E S S W encryption Ten year warranty Price £25
/
Writing
8
W o r k i n pairs. W r i t e a n e m a i l t o a colleague c o m p a r i n g t h e t w o p r o d u c t s i n 7.
Computer systems
2
13
Computer software
Speaking W o r k i n s m a l l g r o u p s . Make a list of a l l t h e c o m p u t e r software y o u use i n y o u r w o r k o r study. T h i n k a b o u t : • • • application software p r o g r a m m i n g software s y s t e m software
2 Language
Make a list of t h e c o m p u t e r s o f t w a r e y o u r non-IT colleagues use.
Superlatives We use superlative adjectives to compare a person or thing with a number of other people or things. big For short adjectives we add the + -est. Be careful of spelling. fast easy difficult For long adjectives we use trie most/the least. expensive reliable bad Some superlatives are irregular. good the best biggest fastest easiest the most/least difficult the most/least expensive the most/least reliable the worst The new monitor was the biggest in the room. Your version of the software is the fastest. It's the easiest to use. This version is the most difficult to use. His computer is the least expensive. 1 think you should buy that. It is the most reliable. That is the worst software I've ever used! 1 really like this website. It's the best I've seen.
Speaking
3
W o r k i n s m a l l g r o u p s . Talk a b o u t t h e s o f t w a r e y o u a n d y o u r non-IT colleagues use. A n s w e r these q u e s t i o n s . 1 2 3 4 5 6 7 W h a t are t h e differences b e t w e e n t h e IT a n d non-IT software y o u have listed? W h i c h is t h e cheapest? W h i c h is t h e m o s t expensive? W h i c h is t h e most/least reliable? W h i c h is t h e m o s t difficult/easiest t o use? W h i c h is t h e best/worst? W h i c h is t h e most/least user-friendly?
14
2
Computer systems
Listening
4
B
L i s t e n t o t w o colleagues d i s c u s s i n g s o f t w a r e a n d c o m p l e t e
t h i s dialogue. Tim: Simone: W h a t d o y o u t h i n k a b o u t these t h r e e p h o t o i m a g i n g packages? It's a difficult c h o i c e . A l l t h r e e are v e r y g o o d b u t t h e y have different s t r e n g t h s . I agree. Serif Image Plus has (1) image (2) OK. But Magic E x t r e m e has t h e (3) p r o c e s s i n g of images. You're r i g h t . A l s o , Serif has (4) special (5) B u t w h a t a b o u t Snap Pro? dubbing options. Well, i t has t h e ( 6 ) . photos. A n d Snap Pro is t h e best for (7) efficient I ' m n o t sure. Serif has (8) (9) W h i c h is t h e m o s t expensive? O h , Serif Image Plus. A n d t h e cheapest? Snap Pro. Let's get Snap Pro t h e n . I ' m s t i l l n o t sure!
Present tense of have
(got) I've/You've/We've/They've He's/She's/It's (got)... (got)... I/You/We/They have (got) ... He/She/It has (got) ... I/You/We/They have not (got) ... He/She/It has not (got)...
I/You/We/They haven't (got) ... He/She/It hasn't We use have (got) to talk about possession. (got)... have... have...
I/You/We/They don't He/She/It doesn't
I/You/We/They do not have ... He/She/It does not have ...
Have 1 you/we/they Has he/she/it Do l/you/we/they Does he/she/it got...?
got...?
have...? have...?
Listening
5
I K J U 3 I L i s t e n a n d repeat these sentences. 1 2 3 4 5 6 7 8 We've got t h e best s o f t w a r e . Does i t have t h e m o s t r e l i a b l e a n t i - v i r u s software? She has t h e cheapest c o m p u t e r . T h e y h a v e n ' t got t h e latest v e r s i o n . Do y o u have t h e fastest processor? Has it got W i n d o w s ? T h e y have t h e latest software. It has t h e biggest screen.
Writing
6
W o r k i n pairs. W r i t e five sentences c o m p a r i n g t h r e e software p r o d u c t s y o u use o r know. Computer systems 2 15
Working w i t h c o m p u t e r s
Listening 1 L i s t e n a n d c o m p l e t e t h i s dialogue. Paul: Hi, B r i n i t h a . B r i n i t h a : H i , Paul. H o w ' s i t (1) ? Paul: B r i n i t h a : Fine, fine. W h a t (2) Paul: - y o u (3) B r i n i t h a : O h , 1 (4) Nero. H o w are y o u g e t t i n g on? Paul:
. at t h e m o m e n t ?
B r i n i t h a : Well, I (5) a n e t w o r k . I (6) M i c r o s o f t Server. Paul: Right. W h e r e is Jackie today? Do y o u k n o w ? B r i n i t h a : Yes. She is o n a t r a i n i n g c o u r s e today. She (7) about the new database s y s t e m . Paul: W h a t a b o u t M a r y a n d Imran? W h e r e are they? B r i n i t h a : T h e y (8) i n today. T h e y have a d a y off.
Language
Present continuous I'm installing the software. He's/She's setting up a network. We're/They're working at home today.
I'm not setting up the network. We use the present continuous to talk about things that take place at the time of speaking and are not permanent. He's/She's not installing the software.
We/They aren't coming in today.
Are you installing it now? What am I doing? What are you/they doing? What is he/she doing?
2
C o m p l e t e t h e s e sentences w i t h is/isn't, am/am not, 1 2 3 4 5 6 7 8 9 10 It I She They We We Where What I
are/aren't.
going well. learning a new program. w o r k i n g i n t h e office today. She has a day off. i n s t a l l i n g t h e new software. setting up the network. u s i n g W o r d . We have a different w o r d - p r o c e s s i n g p r o g r a m . t h e y w o r k i n g today? he i n s t a l l i n g o n t h e c o m p u t e r ? c o m i n g i n today. I'm sick. she w o r k i n g at h o m e today?
Vocabulary
3
M a t c h t h e sentence halves 1-8 t o a - h . Hanka is c r e a t i n g P h i l i p is i n s e r t i n g a n Rob is t r o u b l e s h o o t i n g We are r u n n i n g B e t t y is c o n n e c t i n g T h e y are b u r n i n g a) b) c) d) e) f) t h e software. a check-up. a file. a device. CDs. image.
Listening
4
f X H
L i s t e n a n d repeat these sentences.
W h a t are y o u d o i n g now? Are t h e y s e t t i n g u p t h e n e t w o r k ? She's w o r k i n g at h o m e today. I'm n o t i n s t a l l i n g t h e software. We're n o t u s i n g W o r d . Speaking 5 L o o k at t h e p i c t u r e s A-F. Describe w h a t is h a p p e n i n g . Example: He is moving ...
6
W o r k i n pairs o r s m a l l g r o u p s . Talk a b o u t w h a t y o u are d o i n g at t h e m o m e n t i n y o u r w o r k o r study. W r i t e t h r e e sentences saying w h a t y o u a n d y o u r collegues are d o i n g at t h e m o m e n t i n y o u r w o r k o r study.
Writing
7
Computer systems
2
17
Computer usage
Reading Read w h a t Ben says a b o u t c o m p u t e r usage i n his office. A n s w e r t h e q u e s t i o n s . 1 2 3 4 5 W h a t m u s t Ben do? W h a t c a n B e n do? W h a t c a n ' t Ben do? Can he o p e n a n y w e b s i t e ? W h y is i t i m p o r t a n t t o f o l l o w c o m p u t e r dos a n d d o n ' t s ?
d o n ' t have t o b a c k ^ \ up files every d a y that's automatic.
I have t o log in using m y user name and password.
Speaking
2
Make a list of c o m p u t e r usage w h e r e y o u w o r k o r s t u d y . C o m p a r e y o u r list w i t h the group.
Language must, mustn't, can, can't, don't have to We use must and mustn't for obligations. We use can and can't for possibility and ability. We use have to for something that is necessary. We use don't have to for something that is not necessary. You must come to work on time. You mustn't be late. He can use Word but he can't use Excel. 1 have to log in using my password. We don't have to work at the weekend.
Writing
3
W r i t e a n e m a i l t o a colleague a b o u t y o u r s e l f using must, mustn't, can, can't, to, don't have to.
have
18
2
Computer systems
Business matters
Speaking A c o m p a n y asks y o u t o r e c o m m e n d a c o m p u t e r a n d w o r k s t a t i o n c o n f i g u r a t i o n for t h e i r sales t e a m . In s m a l l g r o u p s , d e c i d e w h a t t o r e c o m m e n d . Use t h e office floor p l a n b e l o w t o p r e p a r e t h e c o m p u t e r a n d w o r k s t a t i o n c o n f i g u r a t i o n . T h i n k a b o u t these t h i n g s : 1 2 3 4 5 6 T h e r e are six p e o p l e i n t h e sales t e a m . Five p e o p l e are o u t of t h e office f o u r days of t h e week. One p e r s o n is i n t h e office all t h e t i m e - t h e t e a m a d m i n assistant. E m p l o y e e s need a n e t w o r k c o n n e c t i o n ( w i r e d a n d w i r e l e s s ) . Employees p r i n t , scan a n d copy. C o m p a n y a n d c l i e n t data m u s t be s t o r e d o n a separate d e v i c e a n d backed u p regularly.
£3
2
Make y o u r r e c o m m e n d a t i o n s t o a n o t h e r g r o u p . Choose t h e best c o m p u t e r configuration. Example: We recommend this configuration. You have ... . /It has ....
Writing
3
Write a short email to t h e IT manager w i t h your recommendations.
Computer systems
2
19
• d i s c u s s the p u r p o s e of w e b s i t e s
3
Speaking
Websites
Website p u r p o s e
W h i c h websites d o y o u use i n y o u r w o r k a n d s t u d y ? Make a list a n d share i t w i t h a partner. Do y o u use t h e same sites?
• talk a b o u t w e b s i t e features • describe a process • write a proposal
Reading
2
Read t h i s t e x t a b o u t different t y p e s of w e b s i t e . A n s w e r these q u e s t i o n s .
T Y P E S O F W E B S I T E - A GUIDE F O R W E B S I T E DESIGNS The purpose of an organisational website is to inform about an idea or event. Companies develop commercial websites to sell products or services. Entertainment websites are designed to entertain or provide fun activities. People visit news websites to obtain information. The purpose of a personal website is to provide information about an individual. Social networking websites help people to exchange personal information. Educational websites aim to share knowledge and enable online learning.
1 2 3 4 Vocabulary 3
Why do Why do W h y do Why do
people people people people
visit visit visit visit
o r g a n i s a t i o n a l websites? c o m p a n y websites? e n t e r t a i n m e n t websites? news websites?
C o m p l e t e these sentences a b o u t t h e p u r p o s e of w e b s i t e s w i t h t h e w o r d s i n the box. offer Example: topics. 1 2 3 4 5 6 practise The purpose present promote read sell share information on
of Nationalgeographic.com
is to present
People v i s i t CNN.com t o i n t e r n a t i o n a l news. Some w e b s i t e s w a n t t o a service. C o m p a n i e s use A m a z o n . c o m t o their products. Thegreenshoppingguide.co.uk wants to environmentally friendly shopping. Students visit Math.com t o their maths. English t e a c h e r s j o i n e l t f o r u m . c o m t o t e a c h i n g resources.
Language Question words (1) We use which to ask about things. We can use it with a noun. We use what to ask about things. We use why to ask the reason for something. We use when to ask about time. Which websites do you visit/go to? 1 use Wikipedia a lot. What do you use CNN for? 1 use it to get the news. Why do you use Wikipedia? 1 use Wikipedia to check information. When do you use CNN? In my lunchbreak.
Listening 1 2 3 4 Speaking 5
K
m L i s t e n a n d repeat these q u e s t i o n s . W h i c h w e b s i t e s d o y o u use? W h y d o y o u use W i k i p e d i a ? W h a t d o y o u use CNN for? W h e n does she use CNN?
W o r k i n p a i r s . Use t h e w e b s i t e s y o u l i s t e d i n 1 t o ask a n d answer q u e s t i o n s . Example: A: Which websites B: I use .... do you use?
6
Go a r o u n d t h e class a n d ask five s t u d e n t s t o n a m e t h e w e b s i t e s t h e y v i s i t a n d use at h o m e . W r i t e d o w n a w e b s i t e for each of t h e f o u r headings 1-4 i n the table.
Interviewee name a) b) c) d) e)
Interviewee uses these websites to: 1 entertain 2 get news 3 research/study 4 shop
7
Present t h e i n f o r m a t i o n y o u c o l l e c t e d t o t h e g r o u p . W h i c h are t h e m o s t p o p u l a r w e b s i t e s for each heading?
Websites
3
21
Website analytics
Speaking 1 W h a t i n f o r m a t i o n can y o u get a b o u t w e b s i t e traffic u s i n g a w e b s i t e analysis a p p l i c a t i o n ? W o r k i n p a i r s . Make a list.
M AT&T * hw«.
9:51
PM
MySite.com
> > >
177 Visitors O v e r v i e w Visits • 22.273
el A T & T T
9:53PM
|
Oct 1. ZOOS-DtcV 2006 K e y w o r d (Visits) iphone app reviews iphone app review iphone application reviews gotapps 473 369 312 190 178 132 81 80 73 73
Overview R e p o r t s
(
Today 0 i Dashboard Visitors O v e r v i e w Traffic O v e r v i e w Content Overview Event Tracking Overview 1
m
> y
>
Visits Absolute Unique visitors Pageviews Average Pageviews
22,273 newest iphone apps 16.444; 58,465 2.62 00:01:47 67.83% iphone game reviews labyrinth game app reviews fun 2 player games craiglist iphone app
G o a l s Overview
Time on Site Visitors R e p o r t s Bounce Rate ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^
Reading
2
W h i c h items of t h e a n a l y t i c s p r o g r a m m e a b o v e answer t h e s e questions? Example: A: Where do you find information B: In 'Visitors Overview'. 1 2 3 4 about the website's visitors?
W h e r e can y o u find o u t h o w m a n y p e o p l e v i s i t t h e website? W h e r e can y o u see w h a t percentage of p e o p l e v i e w o n l y one page o n t h e website? W h e r e d o y o u find i n f o r m a t i o n a b o u t h o w l o n g t h e y s p e n d o n t h e website? W h e r e do y o u see h o w m a n y people searched for 'gotapps' t o find the website? L i s t e n t o Sarah a n d George. C o m p l e t e t h i s dialogue.
Listening
3 Sarah: George: Sarah: George: Sarah: George: Sarah: George: Sarah: George: Sarah:
George, I (1) s o m e i n f o r m a t i o n a b o u t o u r website. OK, w h a t d o y o u need t o (2) ? Well, I need s o m e i n f o r m a t i o n a b o u t w e b s i t e (3) , y o u know, external visits t o our website. OK. (4) y o u d o a r e p o r t for me? Sure. (5) d o y o u need i t by? Er, t o m o r r o w m o r n i n g , I'm (6) It's for t h e finance director. OK, w h a t d o y o u need t o k n o w (7) ? Well, t h e (8) of v i s i t o r s t o o u r w e b s i t e last m o n t h , t h e i r m o v e m e n t s a n d actions o n t h e w e b s i t e , a n d w h e r e t h e y ' r e f r o m . OK, I (9) do that. T h a n k s v e r y (10) indeed.
Vocabulary
4
M a t c h t h e w e b s i t e analysis t o o l s 1-5 t o t h e d e s c r i p t i o n s a-e. 1 2 3 4 5 traffic meta tag visitor map user profile page o p t i m i s a t i o n a) i n f o r m a t i o n a b o u t w h e r e t h e v i s i t o r s t o y o u r site are f r o m b ) i n v i s i b l e i n f o r m a t i o n (e.g. a h i d d e n k e y w o r d ) o n a website c ) i n f o r m a t i o n a b o u t a user and t h e sites t h e y b r o w s e d ) i n c r e a s i n g t h e n u m b e r of v i s i t o r s t o y o u r site e) t h e m o v e m e n t a n d a c t i o n s of v i s i t o r s t o y o u r site
22
3
Websites
Language Question words (2) How many people visit our website every day? About 20,000. We use how much/how many to ask about quantity. How many hits do we get each month? About 40,000. Where are the visitors from? From Asia and the US. We use where to ask about places. Where do they go on our website? To 'News'. How often do people visit our website? At least once a day.
We can use how + adjective/adverb to ask about degree.
Listening
5
BljEOi 1 2 3
L i s t e n a n d repeat these q u e s t i o n s .
H o w m a n y p e o p l e v i s i t t h e site? W h e r e d o t h e y go o n t h e w e b s i t e ? H o w l o n g d o t h e y s p e n d o n t h e website?
Language Large numbers 20,000 400,000 500,000 3,000,000 twenty thousand four hundred thousand
five hundred thousand/half a million three million
6
H o w d o y o u say these n u m b e r s ? 30,000 700,000 10,000,000 100,000 80,000 Listen and check your answers.
Speaking
8
W o r k i n pairs. You b o t h w o r k i n w e b s i t e a n a l y t i c s . A s k a n d a n s w e r q u e s t i o n s about website visits. Student A: T u r n t o page 68 Student B: T u r n t o page 78
to°nrh
s
Website development
Speaking 1 D e s c r i b e s o m e t h i n g y o u d o e v e r y d a y at h o m e o r at w o r k . Use t h e w o r d s i n t h e Language b o x below. Example: Sending an email. First, click on 'New email'. After Language Describing steps in a p r o c e s s First, We use first, next, then, after that (etc.) to describe the order of actions. do.... To start, do Next,.... .... that...
Alter that,.... Then Secondly,.... Finally,....
Thirdly,... . To finish,....
Reading
2
Complete this text w i t h the w o r d s in the box. After that Finally First Next Secondly Then Thirdly
The steps in website development
, discuss w i t h the customer their requirements and the (i) target audience. Find o u t w h a t features a n d n u m b e r of pages t h e y w a n t o n t h e i r site. (2) , analyse t h e i n f o r m a t i o n f r o m t h e c u s t o m e r . (3) , create a w e b s i t e s p e c i f i c a t i o n . (4) design a n d d e v e l o p t h e w e b s i t e . (5) , assign a specialist t o w r i t e t h e w e b s i t e c o n t e n t . (6) give t h e p r o j e c t t o p r o g r a m m e r s for H T M L c o d i n g . (7) , test the website. After y o u p u b l i s h t h e w e b s i t e , u p d a t e a n d m a i n t a i n i t o n an o n g o i n g basis. M o n i t o r c u s t o m e r use.
3
W o r k i n pairs. Complete t h e flowchart t o s h o w t h e w e b s i t e d e v e l o p m e n t process.
1
Talk to customer
3
Speaking
4
D e s c r i b e t h e w e b s i t e d e v e l o p m e n t process t o a n o t h e r pair i n y o u r o w n w o r d s .
24
3
Websites
Reading
5
L o o k at t h e w e b s i t e s b e l o w a n d a n s w e r these q u e s t i o n s . 1 2 3 4 5 W h a t are t h e websites? Do y o u use these websites? W h y / W h y not? W h a t is t h e p u r p o s e of each w e b s i t e : sell, i n f o r m , share, educate? W h a t are t h e m a i n features of each website? T h i n k of t w o m o r e w e b s i t e s t h a t have t h e same p u r p o s e . A r e t h e y different t o t h e ones below? W h y ?
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Basel hardens bank hybrid bond rules
Writing
6
You are t h e o w n e r of a c o m p a n y t h a t needs a n e w w e b s i t e . M a k e a list of t h i n g s t h a t y o u need/would like for y o u r w e b s i t e . A n s w e r t h e f o l l o w i n g q u e s t i o n s . • • • W h a t is t h e n a m e of y o u r c o m p a n y ? W h a t is t h e business type? W h a t is t h e p u r p o s e of y o u r website?
Speaking
7
W o r k i n p a i r s . Student A is t h e w e b s i t e developer. Student B is t h e c u s t o m e r . A s k a n d answer q u e s t i o n s a b o u t w e b s i t e r e q u i r e m e n t s . Swap roles. Example: A: What is the name of your B: It's called/Its name is ... . company?
Websites
The best websites
Vocabulary W h a t are y o u r f a v o u r i t e websites? W h y ? Use t h e w o r d s i n t h e b o x t o d e s c r i b e them. beautiful useful Example: well-designed informative fun easy-to-use/navigate funny exciting .. clear reliable
interesting
The most exciting website
is ... because
facebook
He»d(no out? Stiy connected
L A T E S T 8AMSS
LATSSTCUM
8
BH
Hi HI
Language Describing things There's/There is/There isn't There are/aren't Has Have There's a lot of information on this website. There aren't many photos on this website. The website has good graphics.
Most websites have a lot of features.
Writing
2
W r i t e a b o u t t h e t h i n g s y o u like a n d dislike a b o u t different w e b s i t e s . Example: I really like the look of the Nickelodeon website. It has ....
Speaking
3
W h a t are t h e t r e n d s i n w e b s i t e design? Discuss w i t h t h e g r o u p . Example: Websites use more video now.
26
3
Websites
Business matters
Reading You are a w e b s i t e designer. Read t h e i n f o r m a t i o n a b o u t L e a r n i n g N o w L t d . A n s w e r these q u e s t i o n s . • • • • W h a t is t h e business type? W h a t is t h e p u r p o s e of t h e w e b s i t e : sell, i n f o r m , share, educate? W h o are t h e w e b s i t e users? W h e r e are t h e w e b s i t e users? W h a t are t h e features of t h e website?
L e a r n i n q Learning Now Ltd is in t h e e d u c a t i o n
N o w
L t d
business. It n e e d s a n e w w e b s i t e to p r o m o t e its c o u r s e s , m a t e r i a l s and learning r e s o u r c e s a n d p r o v i d e online l a n g u a g e - l e a r n i n g s e r v i c e s . The w e b s i t e users are y o u n g a d u l t s all a r o u n d t h e w o r l d . T h e w e b s i t e needs t o have t h e s e features: g o o d interactivity, a u d i o a n d fast d o w n l o a d times.
Writing
2
I n p a i r s , w r i t e a p r o p o s a l for L e a r n i n g N o w L t d ' s w e b s i t e . Use y o u r from 1 and the template below to help y o u . Date: Business activity:
answers
Proposal No. 2011/32154 Customer: Subject: Purpose: Users: Features: Proposal presented by:
Speaking
3
Present y o u r p r o p o s a l t o t h e g r o u p .
Websites
3
27
• talk about d a t a b a s e s
4
Speaking Listening
Databases
Database basics
• talk about d a t a p r o c e s s i n g • a s k for a n d give a d v i c e • talk about c o m p a n y d e p a r t m e n t s
W h a t database p r o d u c t s d o y o u k n o w a n d use at w o r k a n d at home?
2 bEZH
Chris: Tim: Chris:
L i s t e n t o t w o colleagues at a b o o k c o m p a n y . Chris needs some i n f o r m a t i o n f r o m t h e p r o d u c t i o n database. C o m p l e t e t h i s dialogue. T i m , (1)_ . you help me a m o m e n t , please? Sure. W h a t ' s t h e (2)_ I need s o m e ( 3 ) about a book budget from the database. OK. But I d o n ' t k n o w h o w t o (4) it. No p r o b l e m . So w h a t d o I d o first? Enter y o u r n a m e a n d (5) a n d press enter. E r m ... ? You have g o t a password? Erm, I can't (6) it. Use m i n e . T y p e i n t evans, that's t - e - v - a - n - s , then snavet. s - n - a - v - e - t . OK. N o w press Enter. N o w w h a t is t h e n a m e of t h e book? Basic French. OK. T y p e i n t h a t i n t h e t i t l e (7) i n t h e first (8) N o w press Find. T h e r e i t is. OK, b u d g e t . Click (9) Publishing and s c r o l l d o w n t o Plant costs a n d click on that. Chris: Tim: Good. There's t h e b u d g e t i n t h e s e c o n d row. T h a n k s , T i m . No p r o b l e m .
Tracking Resource Database
T R D : Product Data at your fingertips!
TRD is the business tool used in the development and management of products throughout their life cycle.
Please note the revised
function on all
screens in TRD provides on screen guidance and links to useful users documentation
Tim: Chris: Tim: Chris: Tim: Chris: Tim: Chris: Tim:
Tracking Resource Database
Chris: Tim: Chris: Tim:
Pmfjti t Uttfl
Basic French Budget 40 OOO 10000 13000 5000 7000 5000 t M IO d.itf 8000 12000 0 1 000 6 000 27 000 +2 000 + 1 000 +5 000 +6 000 -1 000 +13 000
Milium tfia . i .-H .m rtg
Language Asking people to do things Could you help me, please? Sure.
•
Please could you help? No problem. We use can/could/would you + infinitive without to when we ask somebody to do something for us. Can you explain what a database is, please? I'm afraid 1 can't. Please can you explain what a database is? I'm sorry, 1 can't. Would you explain that, please? Could you come back a bit later? I'm busy right now.
O
m^T'filf 1 2 3 4 5
L i s t e n a n d repeat these q u e s t i o n s .
C o u l d y o u h e l p me, please? Please c o u l d y o u h e l p me? W o u l d y o u h e l p m e w i t h t h i s software? Please c o u l d y o u e x p l a i n h o w t o d o that? Please w o u l d y o u give m e y o u r p a s s w o r d ?
Speaking
4
W o r k i n pairs. S t u d e n t A: m a k e q u e s t i o n s f r o m t h e p r o m p t s . S t u d e n t B: answer yes o r no a n d give a reason w h y n o t (if y o u r a n s w e r is n o ) . Example: type/name Could you type in your name, 1 open/window 2 t u r n up/air c o n d i t i o n i n g 3 t u r n down/mp3 player 4 give/you/pen 5 6 answer/phone give/password please?
5
W o r k i n pairs. Use t h e e x a m p l e of a database b e l o w t o e x p l a i n t o y o u r p a r t n e r w h a t a database is. Use these w o r d s : store, access, Example: A database is used to ... . This is a ... . Department Development Title Engineer Phone ext. 123 get, fields, columns, rows.
First Name John
Last Name Smith
Jane
Doe
Finance
Auditor
454
6
W h y d o p e o p l e a n d o r g a n i s a t i o n s use databases? Discuss w i t h t h e g r o u p . Example: They use databases to find out....
29
Data processing
Vocabulary M a t c h t h e headings i n t h e b o x t o t h e d a t a p r o c e s s i n g steps a-f. data coding data tabulation data collection data validation data entry data sorting
Gather t h e r a w d a t a w h i c h y o u w a n t t o process. J \ 1 \
A r r a n g e a n d s y s t e m i s e t h e data.
•
•
•
Clean t h e d a t a a n d d o u b l e - c h e c k for faults a n d inconsistencies
11
Enter t h e d a t a i n t o a s y s t e m .
A r r a n g e t h e d a t a i n t o t a b l e f o r m a t so t h a t i t can be analysed. )
Create categories t o organise t h e d a t a i n t o relevant groups
2 Listening 3
Put t h e d a t a p r o c e s s i n g steps i n 1 i n t o t h e c o r r e c t order. E ff L i s t e n t o an IT e x p e r t d e s c r i b i n g t h e d a t a p r o c e s s i n g steps t o a
colleague. Check y o u r answers t o 1 a n d 2.
L i s t e n a n d m a r k t h e s y l l a b l e stress i n these n o u n s a n d v e r b s . 1 2 3 4 5 6 5 30 Databases entry collection tabulation validation sorting coding 7 8 9 10 11 12 gather create arrange enter double-check format
L i s t e n again a n d repeat t h e w o r d s .
Vocabulary
6
C o m p l e t e these sentences w i t h t h e w o r d s i n t h e b o x . about Example: 1 2 3 4 5 6 7 8 at between for from in into of to
This database
is used to store our financial
information.
W h a t ' s t h e difference a database a n d a spreadsheet? A database is s t o r i n g data. T h e s c h o o l has i n f o r m a t i o n students. Can p e o p l e access t h e s y s t e m t h e same time? A database is a c o l l e c t i o n records. You r e t r i e v e i n f o r m a t i o n t h e database. Ynn enter t h e rlata the system W h i c h software rln y n n use ynur work?
Language Quick questions to check understanding That's called collection. OK? We use these when we are making sure the other person understands the statement. That's coding? Got that? That's tabulation. All right? We call that sorting. Understood?
Speaking
7 8
W o r k i n pairs. E x p l a i n t h e d a t a p r o c e s s i n g steps f r o m 1 i n y o u r o w n w o r d s . L o o k at t h e e x a m p l e s of database software below. W h a t database software d o y o u know? W h a t is i t used for?
Data storage and backup
Vocabulary M a t c h t h e d a t a storage a n d b a c k u p s o l u t i o n s i n t h e b o x t o p i c t u r e s A-F. W h a t o t h e r s o l u t i o n s are there? external hard drive usb flash drive hard disk m p 3 player server the Internet
0
•
Reading 2 cloud offsite contents protect
•
Read t h i s a r t i c l e a b o u t d a t a storage. C o m p l e t e t h e sentences w i t h t h e w o r d s i n t h e box. emerging security encrypt theft flash loss magnetic
volumes
Data
storage
O n l i n e storage is an (1) emerging m e t h o d of d a t a storage a n d back-up. A r e m o t e server w i t h a network connection and special software backs u p files, folders, o r t h e e n t i r e (2) of a h a r d d r i v e . T h e r e are m a n y c o m p a n i e s t h a t p r o v i d e a web-based b a c k u p . One (3) technology in this area is (4) computing. This allows colleagues i n an o r g a n i s a t i o n t o share resources, software a n d i n f o r m a t i o n over the Internet. C o n t i n u o u s b a c k u p a n d storage o n a r e m o t e h a r d d r i v e e l i m i n a t e s t h e risk of d a t a (5) as a r e s u l t of fire, flood o r (6) R e m o t e d a t a storage a n d back-up p r o v i d e r s (7) the data and set u p p a s s w o r d p r o t e c t i o n t o ensure m a x i m u m (8) Small businesses a n d i n d i v i d u a l s c h o o s e t o save d a t a i n a m o r e t r a d i t i o n a l way. E x t e r n a l d r i v e s , disks a n d (9) . tapes are v e r y p o p u l a r d a t a storage s o l u t i o n s . USB o r (10) m e m o r i e s , DVDs a n d h a r d disks are c h e a p a n d w i d e l y accessible s o l u t i o n s . These m e t h o d s are v e r y p r a c t i c a l w i t h s m a l l (11) of d a t a storage a n d b a c k u p . However, t h e y are n o t v e r y reliable a n d d o n o t (12) t h e user i n case of a disaster.
Speaking
3
W h a t storage a n d b a c k u p s o l u t i o n s are t h e m o s t p o p u l a r ? W h i c h s o l u t i o n s do y o u use m o s t often?
32
Databases
Listening
4 S2!E3ji
1 2 3 4 5 6
L i s t e n a n d repeat these phrases.
emerging technology cloud computing d a t a storage hard drive external drives backup providers
**£M L i s t e n t o t h i s d i a l o g u e . A colleague. T i m . is asking an IT e x p e r t . Sandy, w h a t storage d e v i c e t o buy. M a r k t h e s e s t a t e m e n t s t r u e ( T ) o r false (F). 1 2 3 4 5 Language ng for and giving advice I/You/He/She/It/We/They should/shouldn't (should not).... T i m needs t h e storage d e v i c e for w o r k . T i m wants to backup music and photos. Sandy r e c o m m e n d s a n e x t e r n a l h a r d d r i v e . T i m c a n s p e n d $300 o n t h e s t o r a g e device. Sandy r e c o m m e n d s a s t o r a g e d e v i c e w i t h a s p e c i a l feature. T/F T/F T/F T/F T/F
What should 1 do? You should buy a flash drive. You shouldn't get a server. We use should/would + infinitive without to to give advice. I/You/He/She/It/We/They would/wouldn't (would not).... What would you recommend? I'd (would) recommend a flash drive. 1 wouldn't (would not) recommend a server.
Speaking
6
W o r k i n pairs. Practise asking for a d v i c e a b o u t b a c k u p s o l u t i o n s for a s m a l l c o m p a n y . Use t h e i n f o r m a t i o n i n 2. Example: A: What would you recommend ... ? B: I'd recommend .... /You should ....
33
Database system benefits
Speaking Vocabulary
1
2
W h a t k i n d of d a t a d o c o m p a n i e s create, m a n i p u l a t e , s t o r e a n d retrieve? M a t c h t h e c o m p a n y d e p a r t m e n t 1-8 w i t h t h e t y p e of d a t a i t w o r k s w i t h a - h . 1 2 3 4 5 6 7 8 Finance Marketing H u m a n resources Customer relations Production Technical s u p p o r t Sales Stock m a n a g e m e n t a) d a t a a b o u t e m p l o y e e s , t r a i n i n g , r e c r u i t m e n t needs b) data about p r o d u c t specification, details a n d design c ) d a t a a b o u t profits, t a x , loans, shares and cash d ) d a t a a b o u t v o l u m e of p r o d u c t s s o l d e) d a t a a b o u t c u s t o m e r s , s a t i s f a c t i o n surveys, promotions f) d a t a a b o u t p r o d u c t a d v e r t i s e m e n t s and competitors g) d a t a a b o u t q u a n t i t y of p r o d u c t i n storage h ) i n f o r m a t i o n a b o u t t h e H e l p Desk, s u p p o r t calls, m a n u a l s , p r o b l e m reports
L o o k at t h e f o u r t y p e s of d a t a b e l o w f r o m P a r t y P l a n n e r L t d . W h a t d o y o u t h i n k PartyPlanner L t d does? W h a t c o m p a n y d e p a r t m e n t s c a n y o u identify?
Personal data: - CVs, job descriptions - employee personal data - training - holiday
Customer data: - customer contacts - satisfaction surveys - promotions
Product data: - inventory - purchasing needs - return products
Technical data: - contact to help desk - helpdesk reports - troubleshooting manuals - service reports
Speaking
4
W o r k i n s m a l l g r o u p s . Talk a b o u t t h e advantages a n d disadvantages of a c o m p u t e r i s e d database. Present y o u r ideas t o t h e rest of t h e g r o u p . Example: There are many advantages/disadvantages ....
Business matters
Reading 1 Read p a r t of t h i s e m a i l f r o m t h e o w n e r of J u m b o B o o k Store. A n s w e r these questions. 1 2 3 4 5 W h a t t y p e s of i n f o r m a t i o n does J u m b o B o o k Store c o m m u n i c a t e b e t w e e n its employees? H o w d o t h e e m p l o y e e s exchange i n f o r m a t i o n i n t h e c o m p a n y ? W h a t d o c u m e n t s does A m i k i prepare? H o w m u c h t i m e does i t take t o c o m p i l e t h e data? W h y do the customers complain? H •
E l
Let me give you some background to our company's setup. Jumbo Book Store is a company based in Thailand. It has three book stores and a warehouse next to one of the book shops. The store manager, Amiki Sukhon, finds it very difficult to track sales because he uses handwritten sales reports that employees prepare every day. The driver takes the reports and delivers them to the main office. Every day it takes 5 to 6 hours to compile data about the sales. Based on these sales reports, Amiki writes purchase orders for new books, sales figures for the owner and customer information for the marketing department. In addition, he often gets calls from customers complaining about poor information about available books and stationary products in the warehouse. Could you spend some time looking at how we can improve our processes? Regards
Speaking
2
W o r k i n s m a l l g r o u p s . Prepare r e c o m m e n d a t i o n s u s i n g t h e p r o b l e m / s o l u t i o n outline. Problem/Solution Outline
Problem
Solutions
End Results
3
Present y o u r r e c o m m e n d a t i o n s t o a n o t h e r g r o u p .
• talk about e - c o m m e r c e
E-commerce
E-commerce companies
Speaking
companies and websites • talk about q u a n t i t y • talk about future a r r a n g e m e n t s • present a plan
W h a t p r o d u c t s o r services d o y o u u s u a l l y b u y online? W h a t p r o d u c t s d o y o u n o t b u y online? Why?
Listening
2 H^XiJI
1 2 3 4 5
L i s t e n t o t h i s i n t e r v i e w w i t h David A s t o n . He w o r k s for a c o m p a n y t h a t sells h o m e c l e a n i n g p r o d u c t s . M a r k t h e s t a t e m e n t s t r u e ( T ) o r false (F). David's c o m p a n y sells m a i n l y o n l i n e . 70% of t h e i r business is o n l i n e . People b u y t h e i r c l e a n i n g p r o d u c t s w h e n t h e y b u y t h e i r f o o d . People b u y t h e i r c l e a n i n g p r o d u c t s i n s u p e r m a r k e t s . O n l i n e sales are g r o w i n g . T/F T/F T/F T/F T/F
Language Talking about quantity We use many and a few with countable plural nouns. We use much and a little with uncountable nouns. We use a lot of and some with countable and uncountable nouns. We need a few users to test this. They don't have many customers. We have a little money for online shopping each week. 1 don't have much knowledge on that subject. A lot of businesses need E-commerce upgrades. Some money has been kept aside for this.
3
Choose t h e c o r r e c t w o r d s t o c o m p l e t e these sentences. 1 2 3 4 5 A lot of/Much s h o p s have o n l i n e presence. T h e y sell many/much products online. Some/A little c o m p a n i e s offer c u s t o m e r s e r v i c e a n d a d v i c e o n t h e i r E-commerce w e b s i t e s . I d o n ' t have much/many k n o w l e d g e of c o m p u t e r s , b u t I can s t i l l s h o p o n l i n e . Companies s p e n d a lot of/many m o n e y o n E-commerce s e c u r i t y . Even w h e n c o m p a n i e s o n l y have a little/a few m o n e y for o n l i n e m a r k e t i n g , they should spend it.
O E ^commerce
Listening
4
y E E B 1 2 3 4 5
L i s t e n a n d repeat these phrases.
n o t a l o t of t i m e too much work only a little money a few c o m p u t e r s a l o t of m e m o r y
Speaking
5
W o r k i n p a i r s . Use t h e w o r d s i n t h e Language b o x o n page 36 t o t a l k a b o u t y o u r own online shopping habits. Example: I buy a lot of music online but I get few clothes online.
Vocabulary
6
M a t c h t h e t y p e s of business i n t h e b o x t o t h e c o r r e c t c o l u m n 1-4. B2C business-to-consumer B2B business-to-business C 2 C consumer-to-consumer M-commerce
Types of Business Explanation
1 Companies exchange information and make wholesale transactions. coffee supplier to Nestle 7 Writing 8 Companies sell products or services to customers over the Internet. Amazon People sell or exchange second-hand, used items and collectibles. eBay
4 Customers purchase products and services via mobile devices. news, sport results
Examples
Give examples of t h e four t y p e s of business i n 6. W h a t are t h e advantages a n d disadvantages of s h o p p i n g online? Use t h i s t a b l e t o make notes a n d t h e n make sentences. Example: There's more choice advantages security speed choice convenience price online but you can see things better in a shop. disadvantages
Speaking
9
Present y o u r ideas t o t h e g r o u p .
37
E-commerce features
Speaking
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1
W o r k i n s m a l l g r o u p s . W h a t are t h e features of t h i s website?
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Vocabulary
2
W h a t are t h e steps i n b u y i n g p r o d u c t s online? N u m b e r these sentences i n t h e c o r r e c t order. a) b) c) d) e) f) g) h) The customer The customer The customer The customer opens a n a c c o u n t . goes t o t h e check-out. p u t s t h e i t e m ( s ) i n a basket o r s h o p p i n g c a r t . pays for t h e p r o d u c t ( s ) w i t h a c r e d i t o r d e b i t c a r d .
T h e c u s t o m e r goes t o t h e w e b s i t e . T h e c u s t o m e r searches and/or b r o w s e s t h e w e b s i t e . T h e c u s t o m e r chooses t h e i t e m ( s ) t o buy. T h e c u s t o m e r s checks t h e order. K Listen a n d repeat these phrases.
• • • • • • •
Listening 1 2 3 4 5 6 Speaking 4
open an account go t o t h e c h e c k o u t p u t a n i t e m i n t h e basket browse the website choose an item check the order then, after that, finally t o d e s c r i b e t h e steps i n
W o r k i n p a i r s . Use firstly, secondly, or an airline ticket.
b u y i n g a p r o d u c t o r s e r v i c e . Talk a b o u t s o m e t h i n g y o u have b o u g h t , like a DVD
Language Linking ideas We use and to link sentences that describe similar actions or situations. We use but to link sentences that describe different ideas/actions or situations. We use so to say that something has happened as a result of something. We use or to link sentences that describe two possible actions or situations. / have a PC and a laptop at home. 1 use Amazon but 1 don't use iTunes. She's got a Kindle, so she doesn't buy many books Would you like tea or coffee? now.
J
Reading
5
C o m p l e t e t h i s t e x t w i t h t h e w o r d s i n t h e box. and but or
Companies want to reach more customers, (1) to set up an online business (2) basic infrastructure for E-commerce. website that attracts a lot of customers. Hardware (3)
they go online. I t is easy software provide
i t is difficult to design and develop a
Networking, customer interface and payment solutions are very important parts of a company's E-commerce solution. Customers expect a fast and reliable service (4) they w i l l go somewhere else to buy things.
Vocabulary
6
M a t c h t h e first half of t h e sentences 1-6 t o t o t h e s e c o n d half a-f. 1 2 3 4 5 6 Effective p r o d u c t i n f o r m a t i o n a n d C u s t o m e r s can use t h e i r c r e d i t cards, PayPal o r We used a l o t of p r o m o t i o n s , so I d o n ' t k n o w h o w t o b u y online b u t T h e y w a n t t o b u y a Cat 5e cable so I n E-commerce y o u can l o o k at a p i c t u r e of a p r o d u c t b u t a) I ' l l c h e c k o n l i n e t u t o r i a l s . b ) e l e c t r o n i c c h e q u e s t o pay for transactions. c) y o u c a n ' t t o u c h i t . d ) o u r sales i m p r o v e d a lot. e) t h e y search t h e I n t e r n e t . f) p r o m o t i o n s a t t r a c t c u s t o m e r s .
Speaking
7
W o r k i n s m a l l g r o u p s . Talk a b o u t an E-commerce w e b s i t e y o u k n o w a n d like. Say w h a t is g o o d a b o u t i t . Use and, so, but a n d or. Example: I like the B&Q It has ... and .... website.
39
Transaction security
Speaking 1 W h a t are t h e p o t e n t i a l s e c u r i t y t h r e a t s t o o n l i n e s h o p p i n g ? Share y o u r ideas w i t h the group. Read t h i s e m a i l . A n s w e r these q u e s t i o n s .
Reading
TO: All Employees From: IT Director Subject: Online transactions security We are developing new website security features. We will have a virtual private network with a firewall which will help stop cyber attacks on the network perimeter. The web application protection firewall (WAF) will protect our website from hacker attacks on customer contacts and login boxes. Secure Socket Layer (SSL) will create a secure connection for the users. We will have two-factor authentication (2FA). Website administrators will go through two layers of security before they access the hosting environment. This will prevent password leaks. All data will have encrypted backup to protect sensitive information. I am sure the company will benefit from the new security measures. Thank you Hamda Banna 1 2 3 4 5 6 Language Future (will + infinitive) The new security system will protect our customer's 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.) better. H o w m a n y s e c u r i t y features w i l l t h e c o m p a n y have? W h i c h s e c u r i t y feature w i l l s t o p attacks o n t h e c o m p a n y n e t w o r k ? W h a t s o l u t i o n w i l l p r o t e c t c u s t o m e r c o n t a c t s a n d l o g i n boxes? W h a t w i l l p r o t e c t p r i v a t e user i n f o r m a t i o n sent o v e r t h e n e t w o r k ? W h a t w i l l t h e t w o - f a c t o r a u t h e n t i c a t i o n prevent? What will protect information?
When will we change to the new security We'll/we will do it next month.
system?
Will the new system have a firewall? Yes, it will./No, it won't.
Listening 1 2 3 4 5 40
£3
M Listen a n d repeat these sentences.
T h e c o m p a n y w o n ' t p r o v i d e I n t e r n e t access t o all employees. I ' l l d o t h e s e c u r i t y checks a n d t h e n u p g r a d e t h i s week. W h e n w i l l y o u finish t h e w o r k ? Yes, I w i l l . ! No, she w o n ' t .
5
E-commerce
Speaking
4
W o r k i n s m a l l g r o u p s . Talk a b o u t y o u r organisation's plans o r y o u r o w n plans for t h e future. A s k a n d answer each o t h e r q u e s t i o n s . Example: A: We '11 open a new office in B: When will you open it? A: Next year. Singapore.
Vocabulary
5
Label t h e n e t w o r k d i a g r a m w i t h t h e c o r r e c t i t e m 1-8. 1 2 3 4 5 6 7 8 the Internet t h e l o c a l area n e t w o r k t h e h a r d w a r e firewall ( w i t h a r o u t e r ) c o m p u t e r s w i t h firewall software o u t b o u n d traffic i n b o u n d traffic r e s t r i c t e d traffic a l l o w e d traffic
Secure private network Public network
Speaking
6
You are s e t t i n g u p a n e w c o m p u t e r w o r k s t a t i o n w i t h a n e t w o r k c o n n e c t i o n . Your c l i e n t w a n t s t o use t h e set-up for o n l i n e purchases, b a n k d e a l i n g a n d financial t r a n s a c t i o n s securely. Talk a b o u t w h a t s e c u r i t y s o l u t i o n y o u w i l l install. Present y o u r s o l u t i o n t o t h e g r o u p . 41
E-commerce
5
Online transactions
Reading Shayan is t e l l i n g M o n i k a h o w c u s t o m e r s w i l l p a y for s o m e t h i n g o n l i n e o n a n e w website. Complete this dialogue w i t h t h e w o r d s i n t h e box. accounts gateway Monika: Shayan: bank payment completes rejection confirmation web . an online customer First
Shayan, c a n y o u e x p l a i n h o w a c u s t o m e r (1) transaction?
Monika: Shayan:
OK, it's v e r y easy. (2) t h e c u s t o m e r w i l l place a n order. T h e seller's (3) s e r v e r w i l l c o n f i r m a v a i l a b i l i t y of t h e p r o d u c t a n d send a response. After t h a t , t h e c u s t o m e r checks o u t a n d c o m p l e t e s t h e (4) i n s t r u c t i o n s . T h e n t h e s e r v e r w i l l send a p a y m e n t request t o a p a y m e n t (5) T h e p a y m e n t gateway w i l l c h e c k t h e buyer's a b i l i t y t o pay w i t h t h e (6) OK? Fine. Go o n . T h e b a n k w i l l r e s p o n d a n d send p a y m e n t acceptance o r (7) t o t h e seller's w e b s e r v e r t h r o u g h t h e p a y m e n t gateway. Finally, t h e c u s t o m e r w i l l receive t h e s e r v e r response w i t h t h e o r d e r (8) o r rejection. W i l l t h e (9) have t o register? Yes, a l l b u y e r s m u s t have t h e i r (10) before t h e y c o m p l e t e the transaction. Thank you. Now I understand. L i s t e n a n d c h e c k y o u r answers.
Monika: Shayan: Monika: Listening Speaking 2 3 \W^¥fM
C o m p l e t e t h e f l o w c h a r t of t h e o n l i n e p u r c h a s i n g process. T h e n e x p l a i n i t t o your partner.
c c
C
11
c
11
42
Business matters
Writing 1 You w o r k for SellOnline.com. T h e c o m p a n y d e v e l o p s E-commerce s o l u t i o n s for small businesses. Your c l i e n t , D o c u m e n t L t d , sells s t a t i o n e r y . T h e y sell l o t s of different t y p e s of p r o d u c t . D o c u m e n t L t d w a n t s t o d e v e l o p its o n l i n e presence t o r e a c h c u s t o m e r s m o r e effectively. C o m p l e t e t h e p r o p o s a l t e m p l a t e . Use these questions to help y o u . 1 2 3 4 5 W h a t t y p e of E-commerce w i l l D o c u m e n t L t d offer? W h a t E-commerce t e c h n o l o g i e s w i l l D o c u m e n t L t d use t o a t t r a c t c u s t o m e r s ? W h a t s e c u r i t y s o l u t i o n s w i l l t h e c o m p a n y set u p i n o r d e r t o p r o t e c t b o t h t h e customer and the company? W h a t t o o l s a n d features w i l l t h e c o m p a n y w e b s i t e have? How will the customer complete transactions? Date: Business activity:
Proposal No. 2011/123/45 Customer: 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 Introduction First, 1 am going to talk Then, we will show you present.... about.... .... ....
Finally, we will answer your questions Speakers Now, I'll hand over to my Let me start with .... To finish .... Closing colleague.
Thank you very much for listening. Are there any
questions?
Speaking
2
Prepare a n d d e l i v e r a p r e s e n t a t i o n for t h e m a r k e t i n g d i r e c t o r of D o c u m e n t L t d . Use y o u r p r o p o s a l f r o m 1 t o h e l p y o u .
6
Speaking Listening
Network systems
Types of n e t w o r k
• describe networks • talk about the past • talk a b o u t n e t w o r k range a n d s p e e d s
• m a k e r e c o m m e n d a t i o n s a n d suggestions
W h a t c o m p u t e r n e t w o r k s d o y o u use i n y o u r w o r k o r studies? W h a t d o y o u use t h e n e t w o r k s for? H o w d o y o u access t h e n e t w o r k s ? . L73 H A g a t h a is t h e o w n e r of a s m a l l flower s h o p . K a t h a r i n a is a n e t w o r k a r c h i t e c t . A g a t h a needs s o m e a d v i c e f r o m K a t h a r i n a a b o u t a n e t w o r k s o l u t i o n for h e r c o m p a n y . L i s t e n a n d i ^ answer these q u e s t i o n s . 1 2 3 4 W h a t does A g a t h a t h i n k she s h o u l d do? W h a t does K a t h a r i n a recommend? W h a t does K a t h a r i n a say she w i l l do? W h e n does A g a t h a w a n t t h e n e t w o r k t o be ready?
Reading
3
Read Katharina's email t o Agatha. C o m p l e t e t h i s email w i t h t h e w o r d s i n t h e box. equipment remote Internet should VPN LAN WAN recommend
Dear Agatha Following our meeting last week, please find my recommendations for your business. I think you (1) set up a LAN, or Local Area Network, and a WAN, or Wide Area Network, for your needs. A (2) connects devices over a small area, for example your apartment and the shop. In addition, you should connect office (3) , such as the printer, scanner and fax machine, to your LAN because you can then share these devices between users. I'd recommend that we connect the LAN to a (4) . so you can link to the Internet and sell your products. In addition, I'd (5) _ we set up a Virtual Private Network so that you have a (6) access to your company's LAN, when you travel. (7) is a private network that uses a public network, usually the (8) , to connect remote sites or users together. Let's meet on Friday to discuss these recommendations. Best regards Katharina
44
6
Network systems
Language Giving reasons You should connect office equipment to the LAN because you can then share devices between users. I'd recommend a Dell computer because it is cheaper. Why do you use encryption? Because it's safer.
We use because to say something was the reason for an action or situation. (We can start a sentence with because.)
Speaking
4 5
L o o k at t h e t h r e e n e t w o r k s o l u t i o n s . W h a t are t h e differences? W h i c h n e t w o r k s o l u t i o n w o u l d y o u r e c o m m e n d for a large c o r p o r a t i o n o r o r g a n i s a t i o n , a small business a n d a family home? W h y ? I'd recommend solution 1 for ... because ....
Mobile Worker
Area 1
Area 2
Area 5 CCTV
Internet Router/ Modem
Network 10/1 mps switch
Area 3
Area 4
il
m
Writing 6 CCTV CCTV
Remote wireless
0
W r i t e a d e s c r i p t i o n of t h e n e t w o r k s o l u t i o n y o u use at w o r k o r at h o m e . W h i c h of t h e t h e t h r e e s o l u t i o n s i n 4 is i t m o s t like? W h y ? Network systems 6 45
N e t w o r k i n g hardware
Speaking 1 2 W h i c h of t h e i t e m s b e l o w d o y o u k n o w ? W h a t are they? W h a t d o t h e y do? W o r k i n p a i r s . Make a list of all t h e n e t w o r k i n g h a r d w a r e y o u can t h i n k of. C o m p a r e y o u r list w i t h a n o t h e r pair.
Vocabulary
3
M a t c h t h e w o r d s 1-8 t o t h e d e s c r i p t i o n s a-g. 1 2 3 4 5 6 7 8 a modem a repeater a bridge a router a gateway a switch a hub a wireless access p o i n t \ a) is an entrance t o another n e t w o r k b) channels i n c o m i n g data b u t maintains the b a n d w i d t h speed c) allows wireless devices t o connect t o t h e n e t w o r k d ) modulates a n d demodulates the data i n t o a digital or an analog signal e) channels i n c o m i n g data b u t shares the b a n d w i d t h a m o n g t h e devices present o n a n e t w o r k f) sends t h e digital signal further o n i n the n e t w o r k g) connects n e t w o r k s and sends packages of data between t h e m h ) connects n e t w o r k s t h a t use the same p r o t o c o l
Listening
4 flPTRTI
1 2 3 4 5 6 7 8 9 10 11
L i s t e n a n d repeat these w o r d s .
modem repeater bridge router gateway switch hub wireless access p o i n t network connectors n e t w o r k interface c a r d
46
6
Network •yttenu
Reading
5
C o m p l e t e t h i s dialogue w i t h t h e w o r d s i n t h e box. about speed Boris: Ahsan: Boris: Ahsan: Boris: Ahsan: Boris: Ahsan: Boris: Ahsan: Boris: change should devices user necessary What What can problem
I have a p r o b l e m w i t h t h e n e t w o r k d o w n l o a d (1) y o u suggest?
W h y d o n ' t y o u (2) the hub? I d o n ' t t h i n k t h a t w i l l w o r k . T h e h u b is fine. OK. H o w (3) a d d i n g a repeater then? w i t h t h e signal H m m , I'm n o t sure i t w i l l h e l p . It's n o t a (4) strength. to OK, t h e n y o u s h o u l d c h e c k t h e cables a n d n e t w o r k ( 5 ) . make sure t h a t t h e y are c o m p a t i b l e w i t h y o u r n e t w o r k . (6) about changing the modem? . I t h i n k it's a p r o b l e m w i t h t h e b r i d g e , I d o n ' t t h i n k it's (7) l o o k at t h e specifications. s w i t c h o r t h e router. You (8) OK, I w i l l . T h a n k s for y o u r h e l p . recommendations on the Internet W h y d o n ' t y o u c h e c k (9) as well? G o o d idea. I ' l l d o t h a t . L i s t e n a n d c h e c k y o u r answers.
Listening Language
b
wLu
Making suggestions We can make suggestions with: Why don't we/you + infinitive without to. What about + -ing How about + -ing Why don't you call the IT help That's a good idea. desk?
What about buying a new router? 1 don't think that will wonX. How about reading the instructions I'll do that. first?
K 1 2 3 Vocabulary 8
m
L i s t e n a n d repeat t h e s e suggestions.
W h y d o n ' t y o u change t h e m o d e m ? H o w a b o u t c o n n e c t i n g a repeater? What about looking o n the website?
C o m p l e t e t h e s e sentences w i t h t h e w o r d s i n t h e box. between 1 2 3 4 5 on over to with
this computer? Is t h i s software c o m p a t i b l e . a s m a l l area. A L A N c o n n e c t s devices the modem? Is t h e c o m p u t e r c o n n e c t e d . T h e L A N a l l o w s y o u t o share i n f o r m a t i o n users. Why don't you look t h e Internet?
Speaking
9
W h a t p r o b l e m s d o y o u have w i t h n e t w o r k s ? W o r k i n p a i r s . Make a list. T h i n k a b o u t speed, c o m p a t i b i l i t y , h a r d w a r e a n d software.
10
Show y o u r list t o a n o t h e r pair. A s k for h e l p a n d suggest s o l u t i o n s . Example: A: B: This software Why don'tyou doesn't ... ? work with this .... Network systems
Talking about the past
Reading 1 H o w m u c h d o y o u k n o w a b o u t t h e h i s t o r y of n e t w o r k i n g ? Can y o u m a t c h these events 1-4 t o t h e dates a - d ? 1 2 3 4 a) b) c) d) T h e c r e a t i o n of t h e W o r l d W i d e Web T h e s t a r t of Facebook T h e l a u n c h of T w i t t e r T h e b e g i n n i n g of MySpace 2006 1990 2003 2004
Speaking
2
W h a t social n e t w o r k s d o y o u use? H o w m u c h t i m e d o y o u s p e n d o n them? Example: I use ... . I spend about....
Reading
3
Read t h i s t e x t a b o u t Karl's IT career u p u n t i l n o w a n d answer these q u e s t i o n s . 'I left school in Cambridge in the U K at the age of 18 and went straight t o the University of Bristol t o study computing in 2000.1 graduated in 2004 and decided t o travel around the w o r l d f o r a year. In 2006 I got a job back in Cambridge w i t h the software company A r m . I stayed w i t h A r m for t w o years and then went t o w o r k for Microsoft in Seattle in the U S A T h i s is where I am now and I love it!'
1 2 3 4 5
W h e n d i d K a r l go t o u n i v e r s i t y ? W h e n d i d h e leave u n i v e r s i t y ? W h a t d i d h e d o after u n i v e r s i t y ? W h e r e d i d K a r l go i n 2006? W h e n d i d h e go t o Seattle?
Language Past simple (1) We use the past simple tense to talk about finished actions in the past. When did l/she/he/we/they create the network? She created the network in December 2008. 1 started the network last year. 1 looked at that yesterday. 1 had broadband connected three days/a month/two years ago. 1 used that system last weeklyearlmonth. 1 started that user group on Monday/in June/in 2001.
Time expressions
Listening
4 1 2 3 4 5
K
M
L i s t e n a n d repeat t h e s e sentences.
When did they start work? T h e y i n s t a l l e d t h e c o m p u t e r s yesterday. We d i d n ' t w o r k last week. She w e n t t o t h e office o n Sunday. D i d y o u finish t h e r e p o r t ?
Speaking
5
Practise asking a n d a n s w e r i n g q u e s t i o n s a b o u t w h a t y o u d i d y e s t e r d a y o r last week in y o u r w o r k or studies. Example: A: What did you do last B: I worked on the new week? network.
6
Talk a b o u t w h a t y o u d i d o n y o u r last day off. Example: A: What did you do on your day off? B: I went to the gym.
Language Past simple (2) look use Regular past tense endings install connect work setup go see Irregular past tense endings do buy be looked used installed connected worked set up went saw did bought was
Writing
7
W r i t e t h r e e o r four sentences a b o u t y o u r o w n c o m p u t i n g e d u c a t i o n and/or w o r k u p u n t i l now. Use t h e t e x t i n 3 t o h e l p y o u .
Speaking
8
W o r k i n p a i r s . Ask a n d answer q u e s t i o n s a b o u t y o u r e d u c a t i o n and/or w o r k .
Network systems
6
49
N e t w o r k range and speed
Listening L i s t e n a n d c o m p l e t e t h i s d i a l o g u e b e t w e e n K a r o l i n e a n d Sam. Karoline: H o w d o y o u d e s c r i b e n e t w o r k speed? Sam: In b i t s , k i l o b i t s , m e g a b i t s a n d gigabits. T h e y d e s c r i b e n e t w o r k speed. For e x a m p l e , dial-up c o n n e c t i o n s a l l o w (1) kilobits per s e c o n d a n d DSL f r o m (2) kilobits per second t o (3) megabits per second. K a r o l i n e : OK. I've g o t t h a t . W h a t a b o u t t h e range? Sam: Range is t h e d i s t a n c e of n e t w o r k coverage, so d i s t a n c e u n i t s r e p r e s e n t n e t w o r k range. M o s t c o u n t r i e s use m e t r i c b u t s o m e use feet as u n i t s of m e a s u r e m e n t . M e t r e s o r feet u s u a l l y d e s c r i b e t h e range of a n e t w o r k . H o m e n e t w o r k i n g r o u t e r s s u p p o r t a range u p t o (4) feet o r ( 7 ) . Karoline: T h a n k s . 2 ^ L f X E l L i s t e n a n d repeat t h e s e s p e e d s a n d ranges. 1 2 3 4 5 Speaking 3 77 k i l o b i t s p e r s e c o n d 5 megabits a second 2 gigabits p e r m i n u t e 250 m e t r e s 40 feet feet o r (5) m e t r e s i n d o o r s a n d (6) metres outdoors.
Say t h e s e speeds a n d ranges. 1 2 3 156 feet 12kbit/s 4Gbit/m 4 5 6 7,000 metres 95 Mbit/s 65 Mbit/s
4 Reading 5
W r i t e d o w n f o u r speeds a n d ranges a n d d i c t a t e t h e m t o y o u r partner. Read these t e x t s a n d a n s w e r these q u e s t i o n s .
Range Wireless networks have limited range. Network range depends on the type of 802.11 protocol, strength of the device transmitter and the architecture of the surrounding area. Some structures, such as walls and metal frames, reduce the range of a WLAN by 2 5 % . However, users can extend the range of a WLAN. Repeaters forward the wireless signal to access points or routers and increase the range of a network. Speed Bandwidth and latency are the measures of computer network speed, or data transfer rate. Bandwidth is the maximum throughput of data in bits per second. Some modems support 100 Gbit/s but speed depends on the hardware and software used. Latency is the delay that network creates during the transfer data. Users have no, or very little, control over bandwidth and latency.
1 2 3 4
H o w m a n y t h i n g s does n e t w o r k range d e p e n d on? W h a t c a n r e d u c e n e t w o r k range? W h a t c a n i m p r o v e n e t w o r k range? W h a t t w o t h i n g s affect speed?
Business matters
Reading K a r a m a n d Natasha w o r k for t h e C o m H e l p c o m p a n y . T h e c o m p a n y p r o v i d e s IT services t o c u s t o m e r s . K a r a m a n d Natasha w o r k i n different areas of t h e city. Every w e e k t h e y w r i t e a r e p o r t for t h e i r boss. Read t h e i r notes.
Monday colled CISCO about Natasha a training do paperwork went+oTESCu+o Karam •fix C a + f e cobles
Tuesday went + o British Council +o ins+oll new software set up L A W in o paper factory
Wednesday attended-Ru> "training on network cabling doy off
Thursday day off
Friday Wad o vneeting wi+U. tVe -tea«n
installed an audio/ video server in (Alelcare nosprtol
You
Writing
2
C o m p l e t e t h e table i n 1 w i t h notes a b o u t w h a t y o u d i d last w e e k at w o r k o r college. W r i t e a r e p o r t a b o u t w h a t y o u d i d last week. Example: Last week I... . On Monday I... and ....
3
Speaking
4
Roleplay t h e f o l l o w i n g s i t u a t i o n . Explain t o y o u r boss w h y y o u w e r e n o t i n t h e office. Student A: T u r n t o page 68 Student B: T u r n t o page 78 Network systems 6 51
•
talk a b o u t r e s u l t s of a n a c t i o n write service reports
7
Speaking
IT s u p p o r t
Fault diagnosis
• • •
e x p l a i n the u s e of t h i n g s deal with problems
W o r k i n p a i r s . Make a list of c o m p u t e r h a r d w a r e p r o b l e m s . C o m p a r e y o u r list w i t h a n o t h e r pair.
Reading
2
Read t h i s d i a l o g u e a n d c o m p l e t e i t w i t h t h e w o r d s i n t h e box. checked unplugged Haider: Maryam: Haider: Maryam: Haider: Maryam: Haider: Maryam: Haider: Maryam: Haider: Maryam: Haider: Maryam Haider: Maryam disconnected worked found working go switched type tight
Hello, IT Help Desk. Hi, t h i s is M a r y a m f r o m H u m a n Resources. Hi, t h i s is Haider. H o w can I h e l p y o u , M a r y a m ? I (1) m y c o m p u t e r off y e s t e r d a y a n d t o d a y I c a n ' t t u r n i t o n . W h a t (2) of c o m p u t e r d o y o u have? I'm n o t sure. It's a d e s k t o p c o m p u t e r . It (3) fine yesterday. D o n ' t w o r r y . Have y o u (4) t h e cable connections? No, I h a v e n ' t . I can see s o m e cables b u t I d o n ' t k n o w w h i c h cable goes w h e r e . M a k e sure all cables are (5) a n d fully plugged i n . Ok, give me a sec. O h , I t h i n k I've (6) t h e p r o b l e m . I have one cable t h a t is (7) It's t h e p o w e r cable. W h e r e does it go? T h e p o w e r cable s h o u l d (8) . in the three-pronged p o r t on the computer. OK, d o n e . Let me t r y now. It's (9) fine. S o r r y a b o u t t h a t . S t u p i d of me. M a y b e t h e cleaners (10) y o u r PC b y m i s t a k e last n i g h t . M a y b e . G o o d , w e ' v e s o l v e d t h e p r o b l e m . T h a n k y o u , Haider. You're w e l c o m e . Have a g o o d day. You t o o . L i s t e n a n d c h e c k y o u r answers.
Listening 52 7 IT support
3
4 BE2Eb
1 2 Language Present perfect
Listen a n d repeat these w o r d s . 3 4 unplugged worked 5 disconnected
checked switched
I've unplugged the computer. We use the present perfect tense to talk about recent actions (an action that has happened in the past and has a result in the present). She hasn't finished the report. Has she switched off the computer? Yes, she has./No, she hasn't. Have you checked the cable Yes, 1 have. /No, 1 haven't. We use have/has + the past participle of the verb. (To form the past participle of regular verbs, we add -ed.) clean work do be run Irregular past participles see have make connections?
cleaned worked done been run seen had made
5
C o m p l e t e these q u e s t i o n s w i t h have o r has a n d t h e c o r r e c t f o r m of t h e v e r b in b r a c k e t s . . (run) the computer in the you b a t t e r y mode? ( h a v e ) t h e iPad? . you. How long _ (charge) the battery? you. . ( o p e n ) t h e file? he_ _ ( e n t e r ) h e r u s e r n a m e a n d password? . she. they _ ( c h a n g e ) t h e I n t e r n e t Service Provider? . ( c h e c k ) t h e r e m a i n i n g d i s k space? you_ you_ . (install) or (uninstall) software recently? Dillip ( u p d a t e ) t h e d r i v e r s recently? Use t h e present perfect t o make p o s i t i v e o r negative sentences. Example: t h e screen/go/blank The screen's gone blank. 1 2 3 4 5 6 t h e charger/stop/working I/not/upgrade/the o p e r a t i n g s y s t e m She/not/install/the u p d a t e s They/reinstall/the a p p l i c a t i o n She/not/be able t o fix t h e p r o b l e m I/defragment/your d r i v e
Listening Speaking
7 8
• E y E f i l L i s t e n a n d repeat t h e q u e s t i o n s i n 5. W o r k i n pairs. Practise a p h o n e call t o t h e c o m p a n y IT h e l p desk. Student A: T u r n t o page 69. Student B: T u r n t o page 79.
IT s u p p o r t 7
53
Software repair
Listening £ j j l You w o r k for SoftwareHelp.com as a h e l p d e s k t e c h n i c i a n . Listen t o t h r e e p h o n e calls a n d c o m p l e t e t h e s e c o n d a n d t h i r d t i c k e t s .
Help Desk ticket Date Name Problem 5.05 Bolek Word file won't open in Office.
Contact Service Person
0504445553 Alex
2 Date Name Problem
Help Desk ticket
Contact Service Person
3 Date Name Problem
Help Desk ticket
Contact Service Person
2
W o r k i n p a i r s . C o m p a r e y o u r notes i n t h e t h r e e t i c k e t s . Is y o u r i n f o r m a t i o n t h e same? L i s t e n again a n d check. W h a t o t h e r software p r o b l e m s d o c o m p u t e r users o f t e n have? Discuss w i t h the group. Example: Computer users often ....
Speaking
3
54
7
IT support
Reading
4
C o m p l e t e t h e s e r v i c e r e p o r t s for t h e IT s u p p o r t t e a m . Use t h e i n f o r m a t i o n in t h e t h r e e t i c k e t s a n d t h e w o r d s in t h e box. Check saved file version install move resend viruses run
version
Date Name Fault diagnosis questions
6.05 Bolek 1 What (1) of Office do you have? ?
2 What is the version of the (2)
Possible solutions
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.
Date Name Fault diagnosis questions
17.06 Sara 1 Have you (5) the file? in the attachment?
2 Are there any messages about ( 6 ) .
Possible solutions
1 (7).
. the attachment changes.
2 Look for the file in Internet Temporary Files. Service Report
Date Name Fault diagnosis questions
14.07 Sylvia 1 What ( 8 ) . of Office do you have?
2 Have you checked the Recycle Bin? 3 Have you (9) disk defragmenter recently? it to a folder in
Possible solutions
1 If the file is in the Recycle Bin, (10) _ My Documents.
2 If the file isn't in the Recycle Bin, install undeleted software.
Speaking
5
W o r k i n p a i r s . Practise t h r e e p h o n e c o n v e r s a t i o n s b e t w e e n t h e IT s u p p o r t t e a m a n d Bolek, Sara a n d Sylvia. Use t h e i n f o r m a t i o n i n t h e t h r e e t i c k e t s in 1 a n d t h e service reports. Example: A: Good morning. How can I help you? B: My name is Bolek and I have a problem
with opening
a file. IT support 7 55
Hardware repair
Reading Label t h e d i a g r a m w i t h these t o o l s ( i n b o l d ) f r o m t h e a d v e r t i s e m e n t .
This kit has all the tools you'll require to fix a computer.
There is a r e v e r s i b l e r a t c h e t d r i v e r w i t h 20 different sized bits, a 6-inch flathead s c r e w d r i v e r , a reversible 1/8-inch mini screwdriver, a h e x k e y s e t and 5-inch, long nose p l i e r s . This set also has a 5-inch w i r e - c u t t e r / s t r i p p e r , an I.C. i n s e r t i o n / e x t r a c t i o n c l i p p e r , a t h r e e p r o n g h o l d e r , t w e e z e r s , a spare parts box w i t h parts, an a n t i - s t a t i c w r i s t s t r a p , and a black zipper case. The tools are demagnetized so your system and magnetic media is safe from any damage.
Listening Vocabulary
2 3
HB^fn'-Tffl L i s t e n a n d repeat t h e n a m e s of t h e tools in t h e k i t . M a t c h t h e t o o l 1-8 t o its use a - h . 1 2 3 4 5 6 7 8 reversible ratchet driver screwdriver hex key pliers wire cutter/stripper insertion/extraction clipper tweezers anti-static w r i s t s t r a p ) ) a) used f o r i n s e r t i n g a n d r e m o v i n g fibre c o n n e c t o r s i n t i g h t spaces b ) used t o p r e v e n t e l e c t r o s t a t i c discharge c) used f o r t i g h t e n i n g a n d r e m o v i n g screws used f o r easy d r i v i n g of screws a n d n u t s e) used t o h o l d s m a l l objects 0 used t o h o l d objects, c u t o r b e n d t o u g h materials g) used t o d r i v e b o l t s a n d screws i n t o a hexagonal socket h ) used f o r c u t t i n g w i r e o r r e m o v i n g the insulation
56
7
IT support
Language Explaining the use of something used/use for + verb with -ing. This tool is used for tightening the We use this tool for tightening the used/use to + verb We use tweezers to hold small Tweezers are used to hold small screws. screws.
objects. objects.
Speaking
4
W o r k i n p a i r s . Talk a b o u t t h e t o o l s y o u use w i t h c o m p u t e r s . Say w h a t y o u use t h e m for. M a t c h t h e diagnostic t o o l s 1-4 t o t h e d e s c r i p t i o n s a-d.
Reading
5
a) It measures e l e c t r i c a l p r o p e r t i e s s u c h as AC o r DC voltage, c u r r e n t a n d resistance. It t r o u b l e s h o o t s e l e c t r i c a l p r o b l e m s i n b a t t e r i e s , p o w e r s u p p l i e s , a n d w i r i n g systems. b) It is an e l e c t r o n i c device t h a t checks t h e e l e c t r i c a l c o n n e c t i o n s i n w i r e d devices. c) It checks t h e s y s t e m a n d identifies p r o b l e m s i n different areas of t h e c o m p u t e r h a r d w a r e . It u s u a l l y checks t h e c o m p u t e r ' s m e m o r y , k e y b o a r d , m o n i t o r , s y s t e m p r o c e s s o r a n d h a r d d i s k speed. d ) It is a device w h i c h tests t h e o p e r a t i o n of t h e s y s t e m as i t b o o t s u p . It identifies s y s t e m e r r o r s w h e n t h e s y s t e m is d e a d o r u n a b l e t o s t a r t f r o m t h e h a r d d i s k o r CD. 6 N o w answer these q u e s t i o n s . 1 2 3 4 What What What What is a m u l t i m e t e r used for? is t h e cable tester used for? is a s y s t e m d i a g n o s t i c c a r d u s e d for? is t h e diagnostic software used for?
IT s u p p o r t
7
57
Customer service
Speaking L o o k at t h e c a r t o o n . H o w d o p e o p l e react w h e n t h e r e is a p r o b l e m w i t h t h e i r c o m p u t e r ? Why?
Listening
L i s t e n t o a p h o n e call t o a c o m p a n y IT h e l p desk. Choose t h e c o r r e c t answers a, b o r c, t o t h e q u e s t i o n s . 1 2 3 4 W h a t is Tuka's p r o b l e m ? a) c a n ' t p r i n t o u t b) has lost files H o w does T u k a sound? a) w o r r i e d b) a n g r y c) t i r e d c) is n o t c o n n e c t e d t o t h e n e t w o r k
W h a t is t h e p o s s i b l e cause of t h e p r o b l e m ? a) a h a r d w a r e u p g r a d e b) a s e r v e r p r o b l e m c) a software u p g r a d e W h a t is t h e h e l p desk t e c h n i c i a n ' s first suggestion? a) go t o a folder o n t h e s e r v e r b ) go a folder o n t h e d e s k t o p c) go t o a folder o n t h e C d r i v e W h a t is t h e h e l p desk t e c h n i c i a n ' s s e c o n d suggestion? a) He w i l l call b a c k i n five m i n u t e s , b) He w i l l c o m e d o w n t o Tuka's office, c ) He w i l l get h e l p f r o m s o m e o n e else.
5
3
L i s t e n again a n d c o m p l e t e t h e t e c h n i c i a n ' s sentences. How can I I I'm. Good Listen a n d repeat t h e t e c h n i c i a n ' s sentences. . you! . w e can find y o u r file. go t o t h e search b o x
Writing
5
W o r k i n p a i r s . W r i t e a s h o r t d i a l o g u e b e t w e e n an IT h e l p desk t e c h n i c i a n a n d a colleague a b o u t a s o f t w a r e o r h a r d w a r e p r o b l e m . Use t h e phrases f r o m 3. W o r k i n pairs. Read y o u r dialogues t o t h e rest of t h e class.
Speaking
6
58
' support
Business matters
Reading 1 You w o r k as an IT h e l p desk t e c h n i c i a n . Y o u are r e s p o n s i b l e for these t i c k e t s f r o m colleagues i n y o u r c o m p a n y . Read t h e t i c k e t s . W h a t are t h e p r o b l e m s ? Help Desk ticket Date Name Problem 11.11 Clare I can't connect to the network. Date Name Problem Help Desk ticket 12.11 Simone My computer fan is very noisy.
Help Desk ticket Date Name Problem 10.11 Ben I can't print out.
Contact Service Person
0504446231 You
Contact Service Person
0504445558 You
Contact Service Person
0504446553 You
Writing
2
Choose o n e of t h e H e l p Desk t i c k e t s f r o m 1. W r i t e q u e s t i o n s for t h e fault diagnosis a n d p o s s i b l e s o l u t i o n s . Example: Is there an error message your on your screen? What does it say? Have you tried restarting computer? Service Report Date Name Fault diagnosis questions Possible solutions
Speaking
3
W o r k i n p a i r s . Roleplay t h e c o n v e r s a t i o n s a b o u t t h e p r o b l e m s . Student A is t h e h e l p desk t e c h n i c i a n a n d Student B is t h e colleague.
T H P
c* £±r*nv\ ¥-%7
,
•
t
a
^ about security solutions
•l-l
0
o C v * L I I . l L j r
0
• e x p r e s s possibility a n d p r o h i b i t i o n * report events and incidents • r e c o m m e n d improvement actions
„ _ J
n f r t f T T V
C X L 1 vJ.
o d l C l
Security solutions
Speaking 1 W o r k i n p a i r s . Make a list of a l l t h e different w o r d s a b o u t s e c u r i t y t h r e a t s a n d attacks y o u c a n t h i n k of. Read t h e d e s c r i p t i o n s 1-8. M a t c h t h e w o r d s i n t h e b o x t o t h e d e s c r i p t i o n s . adware Trojan hacker virus browser hijacker worm malware attack spyware
Reading
2
Malicious software that can copy itself and infect the system. (1).
A program which is usually free but contains malicious files. (8) .
Affects privacy. It does not take control of a computer system, but sends information about the use of a computer system. (2)
Spreads without the user taking action and usually acts in operation system. (3)
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)
Speaking
3
Have y o u ever h a d a c o m p u t e r s e c u r i t y threat? Has anyone ever hacked i n t o y o u r c o m p u t e r system? Use t h e w o r d s a n d phrases i n 2 t o describe w h a t happened. W o r k i n s m a l l g r o u p s . Discuss w h a t y o u c a n d o t o s t o p these p r o b l e m s .
4 60 8 IT security and safety
Vocabulary
5
M a t c h t h e s e c u r i t y s o l u t i o n 1 -5 t o its p u r p o s e a-e. 1 2 3 4 5 a firewall — a n t i v i r u s software authentication 1 username, p a s s w o r d a n d biometric scanning encryption a) p r e v e n t s damage t h a t v i r u s e s m i g h t cause b) m a k e s u r e o n l y a u t h o r i s e d p e o p l e access the network c) checks t h e user is a l l o w e d t o use s y s t e m d ) b l o c k s u n a u t h o r i s e d access codes e) p r o t e c t s t h e s y s t e m f r o m p u b l i c access
Listening
6
L i s t e n t o t h i s d i a l o g u e a n d answer t h e q u e s t i o n s . L u d e k has asked his IT e x p e r t f r i e n d , Ales, for h e l p . 1 2 3 4 5 6 W h y does L u d e k w a n t Ales t o c h e c k his laptop? W h y is L u d e k w o r r i e d t h a t he m a y lose his project? W h a t does Ales t h i n k has h a p p e n e d t o Ludek's l a p t o p . W h y does he r e c o m m e n d L u d e k installs an anti-spyware software? W h y is i t i m p o r t a n t t o have a n e t w o r k access password? W h a t w i l l Ales d o for Ludek?
Language Expressing possibility We use may/might + infinitive without to to talk about things that are possible now or in the future. You may have a virus on your computer. The program might not run properly.
Speaking
7
W o r k i n p a i r s . Practise g i v i n g a d v i c e t o a non-IT e x p e r t o n p r o t e c t i n g their computer. Example: Non-IT expert: What should I do to stop ... ? Expert: You should ... .It may/might....
Workstation health and safety
Speaking 1 W o r k i n p a i r s . Make a list of c o m p u t e r h e a l t h a n d safety p r o b l e m s . C o m p a r e y o u r list w i t h a n o t h e r pair. Label t h i s d i a g r a m w i t h t h e a d v i c e 1-8. 1 2 3 4 5 6 7 8 T h e r e s h o u l d be clearance u n d e r t h e w o r k surface. You s h o u l d have y o u r feet flat o n t h e floor. Make sure y o u r f o r e a r m s a n d h a n d s are i n a s t r a i g h t line. Your l o w e r b a c k s h o u l d be s u p p o r t e d . Your screen s h o u l d be p o s i t i o n e d t o a v o i d reflected glare. Keep y o u r s h o u l d e r s relaxed. You s h o u l d have y o u r t h i g h s t i l t e d slightly. Make s u r e t h e t o p of t h e screen is at o r s l i g h t l y b e l o w eye level.
Vocabulary
2
Speaking
3
W o r k i n p a i r s . A n s w e r these q u e s t i o n s a b o u t t h e advice i n 2. 1 2 3 Do y o u always f o l l o w t h e advice? W h a t o t h e r t h i n g s can y o u r e c o m m e n d for g o o d c o m p u t e r use? Have y o u h a d ( o r g i v e n ) c o m p u t e r use training?
4
W o r k i n p a i r s . Practise g i v i n g i n s t r u c t i o n s t o each other. Example: Make sure you ....
62
8
IT security and safety
Reading
5
Read t h i s list of rules for u s i n g a c o m p a n y c o m p u t e r . W h i c h ones d o y o u follow? Why?
COMPUTER DOS AND DON'TS
Things you should do:
- Run Scandisk regularly to check and repair your file systems. - Connect all peripherals before you switch the computer on. - Keep your keyboard and screen clean. - Keep CDs and DVDs in covers and hold them by the edge when using. - Always shut down your laptop computer first if you need to move it. - Secure your hardware from sudden power surges.
Things you should not do:
- Do not disconnect the keyboard, mouse, monitor, printer or any peripheral if the PC is on. - Don't eat food or drink near the keyboard and computer. Don't blow smoke over your PC. - Don't move or lift your desktop computer when it's on. Don't drop your laptop. - Don't clean your hardware with a household polish or cleaner. - Don't turn your computer off for lunch breaks. - Don't load unauthorised software.
Vocabulary
6
M a t c h t h e v e r b 1-5 w i t h t h e n o u n a-e. 1 2 3 4 5 s w i t c h / t u r n off — eat connect load run a \ \ \ ) b) c) d) e) software software peripherals food the computer
Speaking
7
W o r k i n p a i r s . Discuss w h a t o t h e r rules y o u c a n a d d t o t h e t w o lists i n 5. Compare y o u r list w i t h a n o t h e r pair. W h a t is t h e m o s t i m p o r t a n t r u l e y o u c a n give a b o u t c o m p u t e r use? W o r k i n pairs. Practise g i v i n g advice t o each other. Example: Always ... ./You should ....
8
IT security and safety
8
63
Security procedures
Speaking 1 W h a t s e c u r i t y procedures are y o u familiar w i t h ? Make a list and share it w i t h t h e group. Read t h i s text o n s e c u r i t y a n d m a t c h t h e headings i n t h e b o x w i t h t h e paragraphs 1 -5. Data transfer a n d backup Password recommendations Safety security requirements Email a n d network usage Reporting IT security incidents
Reading
2
S y s t e m s a n d n e t w o r k
security
All employees must follow security and safety procedures approved by the management. 1 Only install and use software that the management has approved. Install the latest antivirus and antispyware tools. Keep current with security software updates and patches. Follow office health and safety standards. 2 Choose a password that is difficult to guess: use between 6 and 8 characters, have letters in upper and lower case and intermix letters, numbers, and punctuation marks. Keep your password private. Change your password every 9 weeks. 3 Configure your email software to use secure protocols. Use company official e-mail software only. Always double check that you are sending your message to the right recipient. Do not send sensitive data over the network. Use mail encryption to send sensitive data. Do not download unknown files or files for private use, such as movies and music. 4 Transfer files via a secure connection. Back up files regularly on the server in your homefolder. Do not use external drives. 5 Employees must notify their supervisor or IT help desk about any damage, misuse, irregularities or security breaches.
Vocabulary
3
M a t c h t h e v e r b 1-6 w i t h t h e n o u n a-f. transfer install follow use notify report "v N. a) p r o t o c o l s b ) software c) procedures d ) files e) an i n c i d e n t f) a s u p e r v i s o r — • • i s — p -
•• i
to 64
9
Speaking
4
W h a t are t h e m o s t i m p o r t a n t p r o c e d u r e s t o f o l l o w i n t h e d o c u m e n t i n 2? W h i c h p r o c e d u r e s d o p e o p l e s o m e t i m e s n o t follow?
Language Expressing prohibition a rule or requirement (We use these when it is necessary not to do this or to tell someone not to do something.) a strong recommendation (We use this to give advice.) You mustn't give your password to anyone. You aren't allowed/permitted to share your password with anyone. You shouldn't use your date of birth in your password. (It is not a good idea to do this)
Listening
5 1 2 3 4 5
«j U
L i s t e n a n d repeat these sentences.
You m u s t n ' t p u t y o u r c u p of coffee o n t h e c o m p u t e r . You m u s t n ' t w o r k w i t h o u t breaks. You aren't a l l o w e d t o s m o k e i n t h e office. We aren't a l l o w e d t o send p r i v a t e emails. You s h o u l d n ' t eat l u n c h at y o u r desk.
Speaking
6
W o r k i n s m a l l g r o u p s . Talk a b o u t t h e c o m p u t e r regulations i n y o u r c o m p a n y o r college. Use you mustn't, you aren't allowed to a n d you shouldn't. Write a d o c u m e n t listing t h e regulations y o u talked about i n 7. Use these headings.
Writing
7
P e r s o n a l u s e of c o m p u t e r s
1—
Security
Health and safety ~L_ Reporting problems
IT security and safety
65
Reporting incidents
Speaking Reading 1 2 Have y o u ever r e p o r t e d a s e c u r i t y i n c i d e n t ? W h a t was i t about? Read these five IT i n c i d e n t s i n a c o m p a n y .
•
Incident report
Date: Report for: Report prepared by: Incident:
0Z.05
Miley O ' r W a Ann Greshon teacher; has accessed t h e database t o change students grade
Recommendations:
Incident report
Date:
Incident:
employee has changed the printer settings
Recommendations:
•
Report for: Report prepared by: Incident:
e,Mp\oqec's ckildrc*. Wave. m.s-h»ll&J cpme.s on. coMpaAt^S. laptop
Recommendations:
Incident report
Date:
Incident:
•
Recommendations: Report for: Report prepared by: Incident:
ernptOyee W\S> I n s t a l l e d P2.P s o f toooxre
Recommendations:
Speaking
3
W o r k i n pairs. Grade t h e i n c i d e n t s : 1 = t h e least serious. 5 = t h e m o s t serious. T h e n c o m p a r e y o u r grades i n s m a l l groups. W r i t e a s h o r t r e p o r t t o t h e IT s u p e r v i s o r o n t h e m o s t serious i n c i d e n t . You w i l l need t o give r e c o m m e n d a t i o n s o n h o w t o deal w i t h t h e i n c i d e n t .
Writing
4
66
8
IT security and safety
Business matters
Reading W o r k i n p a i r s . You are systems safety c o o r d i n a t o r s . You have already c o m p l e t e d t w o i n s p e c t i o n s of t h e IT systems i n QuickFix L t d . T h e first i n s p e c t i o n was a b o u t n e t w o r k s e c u r i t y a n d t h e s e c o n d a b o u t h e a l t h a n d safety i n a w o r k p l a c e . Your i n v e s t i g a t i o n s h o w s t h a t t h e c o m p a n y has v e r y p o o r s e c u r i t y a n d safety systems. L o o k at t h e p i c t u r e s a n d make notes.
Computer
•
Speaking
2
Based o n t h e i n f o r m a t i o n i n t h e p i c t u r e s a n d y o u r notes, present y o u r r e p o r t after t h e i n s p e c t i o n s . Student A: t a l k a b o u t h e a l t h a n d safety i n t h e w o r k p l a c e . Student B: talk a b o u t n e t w o r k security. IT security and safety 8 67
1 Working i n the IT i n d u s t r y
B u s i n e s s matters S p e a k i n g e x e r c i s e 4 page 11 Student A : Y o u w o r k as an I T H e l p Desk Coordinator (Mrs M a h m o u d ) . Y o u receive an e-mail f r o m a new employee. Call Sharifa. T e l l her w h e n her t r a i n i n g is and answer her questions.
3 Websites
Website analytics Speaking e x e r c i s e 8 page 23 Student A : G i v e Student B i n f o r m a t i o n about website traffic to your company's website. A s k about his or her website. Your company:
N u m b e r o f visitors: 2 m i l l i o n each year V i s i t o r location: East Asia, A u s t r a l i a and N e w Zealand L e n g t h o f t i m e on site: 10 m i n u t e s
6 Network systems
B u s i n e s s matters S p e a k i n g e x e r c i s e 4 page 51 Student A Wednesday m o r n i n g — w o r k e d at home afternoon — w e n t to the d e n t i s t Thursday m o r n i n g — w e n t to a company to check t h e i r n e t w o r k afternoon — installed n e t w o r k security at the company
Partner files
7 IT s u p p o r t
Fault diagnosis S p e a k i n g e x e r c i s e 8 page 53 Student A 1 Call the I T help desk. Y o u cannot access m a i l server. A s k for help. Y o u changed your password last week.
Student A 2 H e l p Student B w i t h the p r o b l e m . A t the m o m e n t the I n t e r n e t connection is d o w n . T r y again later.
Student A 3 C a l l the I T help desk. Y o u can't p r i n t o u t on n e t w o r k . A s k for help.
Student A 4 H e l p Student B w i t h the p r o b l e m . Change screen resolution?
Partner files
69
Audio script
UNIT 1 Working in the IT industry
Hi, I'm Karl. I'm a software developer. I design [ N = Natasha; K = K h a l i d ] 1 N: H i , m y n a m e ' s N a t a s h a . K: P l e a s e d t o m e e t y o u . I ' m K h a l i d A l i . N: P l e a s e d t o m e e t y o u , t o o . [P = P h i l l i p ; A = A h m e d ] 2 P: G o o d m o r n i n g . W h a t ' s y o u r n a m e ? A: I ' m A h m e d . A n d y o u are? a n d develop c o m p u t e r games. T h a n k y o u . Good afternoon everyone, I'm Heba. I'm a system analyst. I solve c o m p u t e r problems. Nice t o meet y o u all. Hi, M y name's Wojtek. I'm a database administrator. I analyse and present data. Thank you.
P: M y n a m e ' s P h i l i p . N i c e t o m e e t y o u . [T = T i m ; A = All; I = Ingrid; L = Linda] 3 T: H i e v e r y b o d y , t h i s is I n g r i d . A: H i ! T : I n g r i d , t h i s is A h m e d , L i n d a , M o h a m m e d and Mansoor. I: N i c e m e e t i n g y o u a l l . L: L i k e w i s e . T: W e l c o m e t o t h e t e a m a n d g o o d l u c k . [A = A h m e d ; B = Betty; M = Milo] A: W h e r e d o y o u w o r k , B e t t y ? B: I w o r k f o r D e l l i n D u b a i . W h a t a b o u t y o u ? A: I w o r k f o r HP i n B u d a p e s t . W h a t d o y o u d o , Milo? M : I'm a software developer. I w o r k for M i c r o s o f t i n Prague. B: M i l o , d o y o u k n o w F r i d a ? M : Yes, I d o . W h a t d o y o u w a n t t o k n o w ? B: W h e r e d o e s s h e w o r k ? M : She w o r k s w i t h m e i n P r a g u e . She d e s i g n s A: websites for E-commerce. I see. R i g h t , let's go. T h e w o r k s h o p s t a r t s i n five m i n u t e s .
[Ka = K a t h r y n ; K = Karim] Ka: K a r i m , w h a t d o y o u d o ? K: I ' m a n e t w o r k a d m i n i s t r a t o r . W h o d o y o u w o r k for? Ka: I w o r k f o r CISCO. I ' m a s y s t e m a n a l y s t t h e r e . W h e r e are y o u f r o m , K a r i m ? K: I ' m f r o m K u w a i t . I w o r k f o r M i c r o s o f t t h e r e . A n d w h e r e are y o u f r o m , K a t h r y n ? Ka: I ' m f r o m t h e U K b u t n o w I l i v e i n Qatar. D o y o u k n o w w h e r e Glenda's from? K: She's f r o m t h e US. Ka: A n d w h a t ' s h e r j o b ? K: She w o r k s f o r I B M . H e r j o b is t o set u p n e w systems.
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Where do y o u work? W h a t about you? W h a t d o y o u do? What do y o u want to know? Where does she w o r k ?
I ' m , Y o u ' r e , She's, He's, I t ' s , W e ' r e , T h e y ' r e
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Q8 [P P: D: P: D: P: = Penelope; D = Don] H i , D o n . H o w are y o u ? I ' m fine, t h a n k s , P e n e l o p e . A n d y o u ? I ' m OK. B i t t i r e d f r o m t h e f l i g h t . Right. What w o r k s h o p do y o u w a n t to a t t e n d today, Don?
11 [A = Andrei; B = Bob] A: B o b , c a n y o u h e l p m e , please? B: Sure. A: I d o n ' t u n d e r s t a n d t h i s a c r o n y m . W h a t d o e s it s t a n d for? B: L e t m e see. W 3 . I ' m n o t s u r e . M a y b e W W W , A: B: A: B: A: B: A: B: the W o r l d W i d e Web. OK. W h a t d o e s P2P s t a n d for? It s t a n d s f o r p e r s o n - t o - p e r s o n . OK. W h a t d o e s IP m e a n ? It m e a n s I n t e r n e t P r o t o c o l . How do y o u spell 'Protocol'? p - r - o - t - o - c - o - 1 . Thanks. You're welcome.
D: I w a n t t o go t o t h e CISCO n e t w o r k s e c u r i t y workshop. P: S o u n d s i n t e r e s t i n g . W h a t t i m e d o e s i t s t a r t ? D: It s t a r t s at 9.15. P: A n d w h e n d o e s i t f i n i s h ? D: It f i n i s h e s at 4.00 i n t h e a f t e r n o o n . P: W e l l , I w a n t t o a t t e n d t h e M i c r o s o f t W i n d o w s A p p l i c a t i o n s w o r k s h o p . It b e g i n s at 8.30 a m a n d e n d s at 6.00 p m . B u t t h e y h a v e t w o b r e a k s , at 10.30 a n d 12.45. D: T h a t ' s g o o d . P: H o p e y o u e n j o y y o u r s e s s i o n . D: Y o u t o o . See y o u a r o u n d . * 9 1 2 3 4 5 6 7 8 I 1 2 3 7.05 6.45 8 o'clock 10.45 4.35 2.15 12 o ' c l o c k 9.50 Oio |
a h j k b c d e g p t v z f 1 m n s x z iy o q u w r
UNIT 2 Computer systems
[B = Bob; D = Daisy] B: W h a t d o y o u t h i n k ? W h i c h l a p t o p is b e t t e r D: B: D: B: D: B: D: B: f o r t h e sales t e a m ? I'm n o t sure. T h i s c o m p u t e r has a bigger m e m o r y a n d I t h i n k i t has a b e t t e r processor. A n d t h e o t h e r one? W e l l , i t is s m a l l e r . A n d lighter. Yes, y o u ' r e r i g h t . L i g h t e r a n d s m a l l e r . B u t t h e b i g g e r o n e is c h e a p e r . So w h a t is o u r d e c i s i o n ? I ' m n o t s u r e . L e t ' s go f o r a coffee a n d d i s c u s s this again.
It f i n i s h e s at 5.00. It e n d s at 8.00. It s t a r t s at 6.00.
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lighter m o r e efficient longer wider heavier faster darker softer harder
[P = P a u l ; B = B r i n i t h a ] P: H i , B r i n i t h a . B: H i , P a u l . P: H o w ' s i t going? B: Fine, f i n e . P: W h a t are y o u d o i n g at t h e m o m e n t ? B: O h , I ' m i n s t a l l i n g N e r o . P: B: P: B: P: B: H o w are y o u g e t t i n g on? Well, I'm setting u p a n e t w o r k . I'm using M i c r o s o f t Server. R i g h t . W h e r e is J a c k i e t o d a y ? D o y o u k n o w ? Yes. She is o n a t r a i n i n g c o u r s e t o d a y . She's learning a b o u t the new database system. What about M a r y and Imran? Where are t h e y ? T h e y aren't c o m i n g in today. T h e y have a d a y off.
10 more durable
[T = T i m ; S = Simone] T: S: T: S: T: S: T: S: T: S: T: S: T: S: T: S: What do y o u t h i n k about these three p h o t o imaging packages? It's a d i f f i c u l t c h o i c e . A l l t h r e e are v e r y g o o d but t h e y have different strengths. I agree. Serif I m a g e Plus has t h e b e s t i m a g e correction. OK. B u t M a g i c E x t r e m e h a s t h e fastest p r o c e s s i n g of i m a g e s . Y o u ' r e r i g h t . A l s o , Serif h a s t h e b e s t s p e c i a l effects. B u t w h a t a b o u t Snap Pro? W e l l , i t has t h e b e s t d u b b i n g o p t i o n s . A n d Snap Pro is t h e b e s t f o r b u r n i n g p h o t o s . I ' m n o t s u r e . Serif h a s t h e m o s t e f f i c i e n t compression. W h i c h is t h e m o s t e x p e n s i v e ? O h , Serif I m a g e P l u s . A n d t h e cheapest? Snap P r o . Let's get Snap P r o t h e n . I'm still n o t sure!
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W h a t are y o u d o i n g now? Are they setting up the network? She's w o r k i n g at h o m e t o d a y . I'm not installing the software. We're n o t using Word.
UNIT 3 Websites
1 2 3 4 W h i c h w e b s i t e s d o y o u use? W h y do y o u use Wikipedia? W h a t d o y o u u s e C N N for? W h e n d o e s s h e u s e CNN?
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We've got the best software. Does it have t h e m o s t reliable a n t i - v i r u s software? She has t h e c h e a p e s t c o m p u t e r . T h e y haven't got the latest version. D o y o u h a v e t h e fastest Has i t g o t W i n d o w s ? T h e y have t h e latest software. It has t h e b i g g e s t s c r e e n . processor?
[S • S a r a h ; G = G e o r g e ] S: G e o r g e , I n e e d s o m e i n f o r m a t i o n a b o u t o u r website. G: OK, w h a t d o y o u n e e d t o k n o w ? S: W e l l , I n e e d s o m e i n f o r m a t i o n a b o u t w e b s i t e traffic, y o u know, external visits t o o u r website. G: OK. S: C o u l d y o u d o a r e p o r t f o r me? G: Sure. W h e n d o y o u n e e d i t b y ? S: Er, t o m o r r o w m o r n i n g , I ' m a f r a i d . It's f o r t h e finance director. G: OK, w h a t d o y o u n e e d t o k n o w e x a c t l y ? S: W e l l , t h e n u m b e r of v i s i t o r s t o o u r w e b s i t e last m o n t h , t h e i r m o v e m e n t s a n d actions o n the website, and where they're from. G: OK, I c a n d o t h a t . S: T h a n k s v e r y m u c h i n d e e d .
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O 21 1 2 3 H o w m a n y p e o p l e v i s i t t h e site? W h e r e d o t h e y go o n t h e w e b s i t e ? How long do they spend on the website? Q 22 1 30,000 2 3 4 5 700,000 10,000,000 100,000 80,000 C: I: C: I: C: I:
Q 25 [I = IT expert; C = Colleague] I: R i g h t , t h e f i r s t s t e p i n t h e p r o c e s s is y o u gather the raw data w h i c h y o u want to p r o c e s s . T h a t ' s c a l l e d c o l l e c t i o n . OK? C: I: Yes, d a t a c o l l e c t i o n . G o o d . T h e s e c o n d s t e p is y o u c r e a t e categories t o organise the data i n t o relevant g r o u p s . We c a l l t h a t s o r t i n g . U n d e r s t o o d ? Sorting, right. T h e n we arrange a n d systemise the data. That's coding. Got that? Yes, I t h i n k so. T h e t h i r d s t e p is c o d i n g . After that, we enter the data into a system. That's entry. OK. Then, we clean the data and double-check for faults a n d inconsistencies. That's t h e v a l i d a t i o n p a r t of t h e p r o c e s s . Fine. V a l i d a t i o n . F i n a l l y w e f o r m a t a n d a r r a n g e t h e d a t a so that it can be analysed. That's tabulation. A l l right? Thanks very much. No problem. 26 1 2 4 5 6 i 8 9 entry collection validation sorting coding gather create arrange
UNIT 4 Databases
0 23
[C = C h r i s ; T = T i m ] C: T i m , c o u l d y o u h e l p m e a m o m e n t , please? T: Sure. W h a t ' s t h e p r o b l e m ? C: T: C: T: C: T: I need some i n f o r m a t i o n about a b o o k budget from the database. OK.
C: I:
B u t I d o n ' t k n o w h o w t o get i t . No p r o b l e m . So w h a t d o I d o f i r s t ? Enter y o u r name and p a s s w o r d a n d press enter. C: E r m . . . ? T: You h a v e g o t a p a s s w o r d ? C: E r m , I c a n ' t r e m e m b e r i t . T: Use m i n e . T y p e i n t e v a n s , t h a t ' s t - e - v - a - n - s , t h e n snavet s - n - a - v - e - t . C: OK. T: N o w p r e s s Enter. N o w w h a t is t h e n a m e of the book? C: Basic French. T: OK. T y p e i n t h a t i n t h e t i t l e f i e l d i n t h e f i r s t c o l u m n . N o w Press F i n d . T h e r e i t is. OK, budget. Click o n Publishing and scroll d o w n t o P l a n t Costs a n d c l i c k o n t h a t .
C: I:
3 tabulation
10 enter 11 d o u b l e - c h e c k 12 f o r m a t
C: G o o d . T h e r e ' s t h e b u d g e t i n t h e s e c o n d r o w . Thanks, Tim. T: N o p r o b l e m .
fjl 27
1 2 3 4 5 6 emerging technology cloud computing data storage hard drive external drives back-up providers
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C o u l d y o u h e l p m e please? Please c o u l d y o u h e l p me? Please c o u l d y o u e x p l a i n h o w t o d o t h a t ? Please w o u l d y o u g i v e m e y o u r p a s s w o r d ?
3 Would y o u help me w i t h this software?
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[T = T i m ; S = Sandy] T: Sandy, c o u l d y o u g i v e m e s o m e a d v i c e o n storage devices? S: Sure. H o w c a n I h e l p ? T: I ' m a b i t w o r r i e d a b o u t m y c o m p u t e r S: T: S: T: S: at h o m e . Right. I've g o t l o t s of m u s i c a n d p h o t o s o n m y computer and I think I should back t h e m up. I know what y o u mean. What s h o u l d I buy? I'd r e c o m m e n d an e x t e r n a l h a r d d r i v e . That's w h a t I've g o t a t h o m e . H o w m u c h c a n y o u spend? $200. T h a t s h o u l d be fine. You s h o u l d be able t o get s o m e t h i n g g o o d f o r t h a t . O h , o n e t h i n g : I ' d r e a l l y r e c o m m e n d y o u get o n e t h a t b a c k s up automatically from your computer when it is c o n n e c t e d .
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open an account go t o t h e c h e c k - o u t p u t an i t e m in t h e basket browse the website choose an i t e m check the order
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T h e c o m p a n y w o n ' t p r o v i d e I n t e r n e t access to all employees. I'll do the security checks and then upgrade this week. W h e n will y o u finish the work? Yes, I w i l l . No, she w o n ' t .
T: S:
UNIT 5 E-commerce
[ M = Monika; S = Shayan] M: Shayan, can y o u explain h o w a c u s t o m e r completes an online transaction? S: OK, i t ' s v e r y easy. F i r s t , t h e c u s t o m e r w i l l p l a c e a n o r d e r . T h e seller's w e b s e r v e r w i l l c o n f i r m a v a i l a b i l i t y of t h e p r o d u c t a n d s e n d a response. After that, the customer checks out and completes the payment instructions. T h e n the server w i l l send a payment request t o a p a y m e n t gateway. T h e p a y m e n t g a t e w a y will check the buyer's ability to pay w i t h the b a n k . OK?
[I = Interviewer; D = David] I: D a v i d , t e l l m e , h o w m u c h of y o u r b u s i n e s s is online now? D: I: D: N o t m u c h , really. O n l y a b o u t 7%. Why's that, do y o u think? W e l l , m o s t of o u r c u s t o m e r s b u y o u r cleaning products in supermarkets w h e n they b u y their food. A n d most people g o o u t t o b u y t h e i r f o o d . T h e y go t o t h e supermarket. Do y o u t h i n k t h i s w i l l change? P r o b a b l y b u t slowly. Last year o u r o n l i n e b u y i n g w a s a b o u t 5% of o u r b u s i n e s s . So, i t is g r o w i n g a l i t t l e . Yes, b u t o n l y a l i t t l e . A n d i n f u t u r e o u r customers will still buy our products from the supermarkets o n their websites. I don't t h i n k t h e y w i l l b u y online f r o m us direct.
I: D: I: D:
M : Fine. Go o n . S: T h e b a n k w i l l r e s p o n d a n d s e n d p a y m e n t acceptance o r r e j e c t i o n t o t h e seller's w e b s e r v e r t h r o u g h t h e p a y m e n t gateway. Finally, t h e c u s t o m e r w i l l r e c e i v e t h e s e r v e r response w i t h the order confirmation or rejection. M: W i l l t h e c u s t o m e r have t o register? S: Yes, a l l b u y e r s m u s t h a v e t h e i r a c c o u n t s before t h e y c o m p l e t e the transaction. M: Thank you. Now I understand.
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n o t a l o t of t i m e too much work only a little money a few c o m p u t e r s a l o t of m e m o r y
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UNIT 6 Network systems
O 34 [A = A g a t h a ; K = K a t h a r i n a ] A: H i , K a t h a r i n a . It's g o o d t o see y o u a g a i n . H o w are y o u ? K: I ' m fine. A n d y o u ? A: Fine, t h a n k s . K: A: K: A: I ' m really glad t o hear a b o u t y o u r success. Thank you. So h o w c a n I h e l p y o u ? I w a n t e d t o see y o u b e c a u s e I n e e d y o u r a d v i c e . We t h i n k w e s h o u l d offer o u r products a n d services online t o increase o u r market share. W h a t d o y o u think? That's a great idea. Y o u s h o u l d d e f i n i t e l y d o that. G o o d . So w h a t e x a c t l y s h o u l d I d o ? I'd r e c o m m e n d t h a t y o u set u p a n B: A: B: A: B: A:
O 36 [B = Boris; A = Ahsan] I have a p r o b l e m w i t h t h e n e t w o r k d o w n l o a d s p e e d . W h a t c a n y o u suggest? W h y don't y o u change t h e hub? I d o n ' t t h i n k t h a t w i l l w o r k . T h e h u b is fine. OK. H o w about adding a repeater then? H m m , I ' m n o t sure it w i l l help. It's n o t a p r o b l e m w i t h t h e signal strength. OK, t h e n y o u s h o u l d c h e c k t h e cables a n d n e t w o r k devices t o make sure that they are compatible with your network. What about changing the modem? I d o n ' t t h i n k it's necessary. I t h i n k it's a problem w i t h t h e bridge, switch o r t h e router. You s h o u l d look at t h e specifications. OK, I w i l l . T h a n k s for y o u r h e l p . W h y d o n ' t y o u check user recommendations o n t h e i n t e r n e t as w e l l ? Good idea. I'll d o t h a t . tj0 37 1 2 3 W h y don't y o u change t h e modem? H o w about c o n n e c t i n g a repeater? What about looking o n the website? O 38 1 2 3 4 5 When d i dthey start work? T h e y installed t h e c o m p u t e r s yesterday. We d i d n ' t w o r k last week. She w e n t t o t h e office o n S u n d a y . Did y o u finish t h e report? 0 39 [K = Karoline; S = Sam] K: S: H o w d o y o u describe n e t w o r k speed? I n bits, kilobits, megabits a n d gigabits. They describe n e t w o r k speed. For example, dialu p c o n n e c t i o n s a l l o w 56 k i l o b i t s p e r s e c o n d a n d DSL f r o m 512 k i l o b i t s p e r s e c o n d t o 3 megabits per second. O K . I've g o t t h a t . W h a t a b o u t t h e range? Range is t h e d i s t a n c e of n e t w o r k c o v e r a g e , so d i s t a n c e u n i t s r e p r e s e n t n e t w o r k r a n g e . Most countries use metric b u t some use feet as u n i t s of m e a s u r e m e n t . M e t r e s o r feet u s u a l l y d e s c r i b e t h e r a n g e of a n e t w o r k . Home n e t w o r k i n g routers s u p p o r t a range u p t o 150 feet o r 46 m e t r e s i n d o o r s a n d 3 0 0 feet o r 92 m e t r e s o u t d o o r s . Thanks.
B: A:
K: A: K:
B: A: B:
E-commerce flower shop. A: OK. K: I ' l l s e n d y o u a n e-mail w i t h s o m e recommendations. A: O h , t h a n k y o u v e r y m u c h . We o u g h t t o b e K: r e a d y f o r M o t h e r ' s Day. I n t h a t case, I ' d s u g g e s t w e s t a r t r i g h t away. Let m e a s k y o u s o m e q u e s t i o n s ... 0 35 1 modem 2 3 4 5 6 7 8 9 repeater bridge router gateway switch hub wireless access p o i n t
10 n e t w o r k c o n n e c t o r s 11 n e t w o r k i n t e r f a c e c a r d K: S:
K:
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77 k i l o b i t s p e r s e c o n d 5 megabytes a second 2 gigabytes per m i n u t e 250 m e t r e s 40 feet
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Have y o u r u n the c o m p u t e r in the battery mode? H o w l o n g h a v e y o u h a d t h e iPad? Have y o u charged the battery? Has h e o p e n e d t h e file? Has s h e e n t e r e d h e r u s e r n a m e a n d password? Have t h e y changed the Internet Service Provider? H a v e y o u c h e c k e d t h e r e m a i n i n g d i s k space? Have y o u installed or uninstalled software recently? Has D i l l i p u p d a t e d t h e d r i v e r s r e c e n t l y ? 0>44
UNIT 7 IT support
6 041 [H = Haider; M = M a r y a m ] H : H e l l o , I T H e l p Desk. M : H i , t h i s is M a r y a m f r o m H u m a n R e s o u r c e s . H : H i , t h i s is H a i d e r . H o w c a n I h e l p y o u , Maryam? M : I s w i t c h e d m y c o m p u t e r off y e s t e r d a y a n d today I can't t u r n it on. H : W h a t t y p e of c o m p u t e r d o y o u h a v e ? M : I ' m n o t s u r e . It's a d e s k t o p c o m p u t e r . H: It w o r k e d f i n e y e s t e r d a y . D o n ' t w o r r y . Have y o u checked t h e cable 7 8 9
connections? M : N o , I h a v e n ' t . I c a n see s o m e c a b l e s b u t I d o n ' t k n o w w h i c h c a b l e goes w h e r e . H: M a k e s u r e a l l c a b l e s are t i g h t a n d f u l l y plugged in. M : O k , g i v e m e a sec. O h , I t h i n k I've f o u n d t h e p r o b l e m . I h a v e o n e c a b l e t h a t is u n p l u g g e d . It's t h e p o w e r c a b l e . W h e r e d o e s i t go? H: T h e p o w e r c a b l e s h o u l d go i n t h e t h r e e pronged port on the computer.
Customer 1 Today is 5 May. Please leave your message after the tone. H i . M y n a m e is B o l e k . I've r e c e i v e d a W o r d File b u t i t w o n ' t o p e n i n Office. C a n y o u h e l p ? M y c o n t a c t n u m b e r is 050 444 5553. T h a n k y o u . Thank you for your call. The service person is Alex. Customer 2 Today is 16 June. Please leave your message after the tone. H i , m y n a m e is Sara. I've l o s t a file t h a t I o p e n e d f r o m a n a t t a c h m e n t . Please h e l p . M y c o n t a c t n u m b e r is 055 8214328. T h a n k y o u . Thank you for your call. The service person is James. Customer 3 Today is 13 July. Please the tone.
M : OK, d o n e . Let m e t r y n o w . It's w o r k i n g fine. S o r r y a b o u t t h a t . S t u p i d of m e . H: M a y b e t h e c l e a n e r s d i s c o n n e c t e d y o u r PC b y m i s t a k e last night. M: Maybe. Good, we've solved the problem. T h a n k y o u , Haider. H: Y o u ' r e w e l c o m e . H a v e a g o o d day. M: You too. 042 1 2 3 4 5 checked switched unplugged worked disconnected
leave your message
after
H e l l o , m y n a m e is S y l v i a . I've d e l e t e d s o m e files. Can I recover them? M y c o n t a c t n u m b e r is 050 7895421. T h a n k y o u . Thank you for your call. The service person is Mahmoud.
047 1 2 3 4 5 6 7 8 9 reversible ratchet driver screwdriver h e x k e y set pliers wire cutter wire stripper insertion/extraction clipper three prong holder tweezers 1 How can I help you? I see. I ' m s u r e w e c a n f i n d y o u r file. Please go t o t h e s e a r c h b o x ... Good luck.
2
3 4 5
UNIT 8 IT security and safety
0 48
10 a n t i - s t a t i c w r i s t s t r a p Q46 [H = H e l p d e s k t e c h n i c i a n ; T = T u k a ] H: H e l l o , A q h e l s p e a k i n g . H o w c a n I h e l p y o u ? T: H i , m y n a m e ' s T u k a . I've u p g r a d e d m y computer to Windows 7 and n o w I can't find m y p e r s o n a l files a n y w h e r e ! H: I see. T: I've c h e c k e d W i n d o w s ' h e l p ' a n d t h a t d i d n ' t t e l l m e a n y t h i n g . I n e e d o n e file u r g e n t l y . H: I ' m s u r e w e c a n f i n d y o u r file. D o n ' t w o r r y . T: W e l l , I h o p e so. H: T: H: T: W h a t W i n d o w s v e r s i o n d i d y o u have before? Before I h a d W i n d o w s Vista. OK. Is y o u r c o m p u t e r o n ? Yes, i t is. folder in y o u r C
[L = Ludek; A = Ales] L: A l e s , c a n y o u c h e c k m y l a p t o p ? N o t h i n g A: L: A: L: A: L: A: seems to w o r k . H m m , w h a t have y o u d o n e t h i s time? Wow! Y o u r l a p t o p is a m e s s . Sorry about that. I'll clean it u p . Have y o u u p d a t e d y o u r antivirus software recently? Yes, I h a v e . I d i d i t l a s t w e e k . Well, that's good. I'm afraid I m a y lose m y project. I haven't backed it up. H m m . You might have spyware or some o t h e r malware o n y o u r computer. You should install a good spyware doctor program. A n antivirus program may not catch everything. OK, I ' l l d o t h a t . A n d w h y don't you protect your WLAN a c c e s s w i t h a p a s s w o r d ? It's l i k e l y y o u w i l l attract hackers and piggybackers and then y o u m i g h t l o s e a l o t of w o r k . Fine, I ' l l d o t h a t . I'll scan y o u r system w i t h m y anti-spyware s o f t w a r e n o w a n d see if t h e r e is a p r o b l e m . Thanks. 0 1 2 3 4 5 49 Y o u r m u s t n ' t p u t y o u r c u p of coffee o n the computer. You m u s t n ' t w o r k w i t h o u t breaks. Y o u a r e n ' t a l l o w e d t o s m o k e i n t h e office. We a r e n ' t a l l o w e d t o s e n d p r i v a t e e m a i l s . Y o u s h o u l d n ' t eat l u n c h at y o u r d e s k .
H: G o o d . F i n d Windows.old drive. T:
L: A:
I d o n ' t u n d e r s t a n d . H o w ? I c a n ' t see i t i n W i n d o w s Explorer. H: Please go t o t h e s e a r c h b o x , w r i t e T: Windows.old OK. a n d c l i c k enter.
L: A: L:
H: T h e Windows.old folder contains different f o l d e r s . Y o u r f o l d e r s a n d files are i n Documents a n d Settings. You s h o u l d find t h e files t h e r e . T: I ' l l d o t h a t . H: I ' l l c o m e d o w n t o y o u r office if y o u s t i l l h a v e a problem. Good luck. T: T h a n k s .
Audio script
77
P a r t n e r files: S t u d e n t B
1 Working i n the IT i n d u s t r y
B u s i n e s s matters S p e a k i n g e x e r c i s e 4 page 11 Student B : Y o u are Sharifa. Y o u w i l l recieve a call f r o m M r s M a h m o u d i n answer to your e m a i l . M a k e sure she answers the questions i n your email.
3 Websites
Website analytics S p e a k i n g e x e r c i s e 8 page 23 Student B : G i v e Student A i n f o r m a t i o n about website traffic to your company's website. A s k about his or her website. Your company:
N u m b e r o f visitors: 5 0 0 , 0 0 0 each m o n t h V i s i t o r location: the M i d d l e East and N o r t h Africa L e n g t h o f t i m e on site: 2 m i n u t e s
6 Network systems
B u s i n e s s matters S p e a k i n g e x e r c i s e 4 page 51 Student B Monday m o r n i n g — attended a t r a i n i n g course at the college afternoon — w e n t to the doctor Tuesday m o r n i n g — w o r k e d at home afternoon — was off
78
Partner files
7 IT s u p p o r t
Fault diagnosis S p e a k i n g e x e r c i s e 8 page 53 Student B 1 H e l p Student A w i t h the p r o b l e m . T h e m a i l server asks for a username and password. Has Student A used the w r o n g password?
Student B 2 Call the I T help desk. You cannot access the Internet at the m o m e n t . A s k for help.
Student B 3 H e l p Student A w i t h the p r o b l e m . There is a new default p r i n t e r .
Student B 4 Call the I T help desk. T h e opened page is too large for the screen.
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e d u c a t i o n a n d f o r c o m p a n y employees i n t r a i n i n g at w o r k . W r i t t e n b y i n d u s t r y p r a c t i t i o n e r s , i t c o m b i n e s a s t r o n g g r a m m a r syllabus w i t h t h e specialist v o c a b u l a r y a n d skills t h a t learners need t o succeed i n t h e i r chosen field.
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for Information
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i
ISBN 978-1-4082-6996-1
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4,
Vocational English Course B o o k
Contents
Function Language Vocabulary Meeting people p.4 Introducing yourself and others Present tense of be I'm Natasha, nice to meet you. J o b s in IT p.6 Describing your job Present Simple What do you do? 1 am a programmer. Schedules What time does it start? What does WWW stand that? for? Introductions Personal questions Jobs
nit 1 Wo rking in the IT in.dustry
S c h e d u l e s p.8
Describing your daily routine and times
Routines Times IT acronyms The alphabet
Spelling p. 10
Using the alphabet
How do you spell B u s i n e s s matters p.11 Computer hardware p. 12 Unit2: Compu ter systems Computer software p. 14 Describing computer software Describing computer hardware Comparatives That monitor
Computer hardware mine. Computer softw ware
is bigger than
Superlatives That software is the easiest to use. Present tense of have(got) We've got the best software. Present continuous Are you installing it now? must, mustn't, don't have to 1 must update my files can, can't,
Working with c o m p u t e r s p.16 Computer u s a g e p.18
Describing tasks
Computer tasks
Understanding computer usage
Computer usage
B u s i n e s s matters p. 19 Website purpose p.20 Website analytics p.22 Getting information about websites Talking about websites Question words (1) Which websites do you visit? Website analysis tools website? Purpose of websites
Unit 3 Websites
Question words (2) How many people visit our Large numbers
Website development p.24 The best w e b s i t e s p.26 B u s i n e s s matters p.27 Database b a s i c s p.28 Data p r o c e s s i n g p.30 Data storage a n d b a c k - u p p.32
Developing a website
Describing steps in a process After that... Describing things There are a lot of photos on this website
Functions of a website Features of a website Adjectives
Talking about your favourite websites
Understanding database products
Asking people to do things Could you help me, please?
Entering a database
nit 4 Databases
Describing data processing steps
Quick questions to check understanding Got that? Asking for and giving advice What should 1 do? You should buy a flash drive.
Data processing steps Prepositions Data storage and back-up solutions
Talking about data storage and devices
Database systems benefits p.34 B u s i n e s s matters p.35
Using data in company departments
Company departments
Contents
Function
Language
Vocabulary
•
Unit 5 E -comme p
E-commerce c o m p a n i e s p.36 E-commerce features p.38 Transaction security p.40 Online transactions p.42 B u s i n e s s matters p.43 Types of network p.44
Explaining E-commerce types
Quantity many, a few,
Types of business
Describing the features of an e-commerce website Talking about security
Linking ideas / have a PC and laptop Future (will + infinitive) Hackers won't be able to get into the network at home
Website features
Networks
Describing the transaction process
Online transactions
Explaining networks
Giving reasons I'd recommend it's cheaper. a Dell computer because
Types of network system
lit 6 Network systems
Networking hardware p.46 Talking about the past p.48
Describing and fixing network hardware Using the past tense
Making suggestions Why don t you call the IT Help Past Simple When did they launch the Time expressions yesterday Desk?
Network hardware Problems with hardware Networking sites network?
3 Network range a n d s p e e d p.50 B u s i n e s s matters p.51 Fault diagnosis p.52 lit 7 IT si ipport Software repair p.54 Hardware repair p.56 Customer service p.58 B u s i n e s s matters p.59 Security solutions p.60 Workstation health and safety p.62 Security procedures p.64 Reporting incidents p.66 B u s i n e s s matters p.67 Partner files: Student A p.68 Audio script p.69 Partner files: Student B p.78 Describing security solutions Expressing possibility You may have a virus on the Identifying a safe working environment Explaining network and system security Reporting a security incident should/shouldn't computer.
•
Talking about network capabilities
Network terminology Speeds and ranges
Understanding faults
The present perfect Has (s)he switched off the computer?
Fault diagnosis: questions and answers Fault diagnosis questions Possible solutions
Filling in service reports
Using toolkits and making repairs
Explaining the use of something We use tweezers to hold small objects
Toolkits Computer hardware Phonecalls
i_ 3
a Unit 8 IT security t and sat
Types of security threats Security systems Office rules
Expressing prohibition Vou mustn't give your password
Security procedures to anyone. Reporting process
Contents
3
Working in the IT industry
Meeting people
Speaking
• I n t r o d u c e y o u r s e l f and
others
• ask a n d a n s w e r p e r s o n a l q u e s t i o n s • talk a b o u t s c h e d u l e d tasks
• use the a l p h a b e t a n d s p e l l out w o r d s
H o w d o y o u greet p e o p l e i n y o u r c o u n t r y ? W h a t d o y o u say w h e n y o u greet p e o p l e i n English?
Reading
2
C o m p l e t e these dialogues w i t h t h e w o r d s i n t h e b o x . all too 1 is you meet name's Nice What's this
Welcome
Natasha: H i , m y (1) Natasha. Khalid: Pleased t o (2) _ you. I'm Khalid Ali. Natasha: Pleased t o meet y o u , ( 3 ) . Philip: Ahmed: f'hilip: Tim: All: Tim: Ingrid: Linda: Tim: G o o d m o r n i n g . (4) I ' m A h m e d . A n d (5) M y name's P h i l i p . (6) . . y o u r name? _ are? t o meet y o u .
2
Hi everybody, (7). . is I n g r i d . Hi! I n g r i d , t h i s (8) . A h m e d , L i n d a , M o h a m m e d a n d Mansoor. Nice m e e t i n g y o u (9) Likewise. (10) t o t h e t e a m a n d g o o d luck. L i s t e n a n d c h e c k y o u r answers.
Listening
3 4
L i s t e n again a n d repeat t h e dialogues. W o r k i n s m a l l g r o u p s . Practise i n t r o d u c t i o n s . F o l l o w t h e i n s t r u c t i o n s below. 1 2 Introduce yourself. I n t r o d u c e a new t e a m member.
Speaking
5
1
Working in the IT industry
Listening
6
L i s t e n t o t h i s d i a l o g u e a n d c h o o s e t h e c o r r e c t answers. K a t h r y n : K a r i m , w h a t d o y o u do? Karim: I'm a (1) website developer/network administrator. w o r k for? K a t h r y n : I w o r k for CISCO. I ' m a (2) system analyst/website W h e r e are y o u f r o m , K a r i m ? Karim: Kathryn Karim: Kathryn Karim: Who do you analyst there.
I'm f r o m K u w a i t . I w o r k for M i c r o s o f t t h e r e . A n d w h e r e are y o u from, Kathryn? I ' m f r o m t h e (3) UK/US b u t n o w I live i n Qatar. Do y o u k n o w w h e r e Glenda's from? She's f r o m t h e US. A n d w h a t ' s h e r job? She w o r k s for (4) IBM/Dell. Her j o b is t o set u p n e w s y s t e m s .
Language Present tense of be We use be to say who somebody is or what something is. I'm Sam. You're/We're/They're from the UK. He's/She's a website developer. 1 am Sam. You/ We/They are from the UK. He/She is a website developer. It is in the US.
It's in the US. We use be to ask personal questions. Where are you from? What's his name/job?
What is his name/job?
7
Reading 8
BcXH
L i s t e n a n d repeat these w o r d s . He's, It's, We're, They're/Their
I'm, You're, She's,
C o m p l e t e t h i s e m a i l w i t h am, is, are, their, our o r my.
Dear Colleagues the IT Support team Jessica Martin and I (2). My name (1) Mahmoud Al Banawy, leader. The IT Support team members (3) Eli Ibrahim and Guido Pitteri. Mahmoud (4) our network administrator. Eli and Guido (5) system maintenance officers. (6) job is to keep our systems going. (7) job is to support you. (8) Best regards Jessica Martin contact number (9) 675 567 567.
Writing
9
W r i t e a r e p l y t o t h e e m a i l i n 8. I n t r o d u c e y o u r s e l f a n d t h r e e p e o p l e i n your group.
Speaking
1 0 W o r k i n pairs. A s k a n d a n s w e r q u e s t i o n s a b o u t y o u r j o b s , c o m p a n i e s and nationalities. Example: A: Where are you B: I'm from .... from?
Working in the IT industry
1
5
Jobs i n IT
Speaking Reading 1 2 W o r k i n s m a l l g r o u p s . List t h e IT j o b s y o u know. Read t h i s t e a m i n t r o d u c t i o n . C o m p l e t e t h e d e s c r i p t i o n s 1-4 w i t h t h e IT j o b s i n the box.
Hi! I'm Sylvia. I c r e a t e u s e r n a m e s and p a s s w o r d s and I s e t firewalls. This is Isabelle. Her j o b is t o plan and design t h e network. A n d t h i s is Andrew. His j o b is t o make sure all o f t h e c o m p u t e r s work properly. Finally, M a r k and Latika. Their area is d a t a processing. We all work f o r t h e university. Our offices are in building &.
database analyst network architect 1 2 3 4 Language Present simple
IT support officer
network administrator
Sylvia is a Isabelle is a A n d r e w is a n M a r k a n d L a t i k a are
What do you do? I'm a programmer. We use the present simple to talk about routines and things that are permanent or happen all the time. What does she do? She's a developer. Where does she work? She works for IBM in Poland. She doesn't work in Estonia. Where do they work? They work for Siemens in Egypt. Do you work in IT? Yes, 1 do/No 1 don't.
Listening
3 StfjEH
1
L i s t e n t o t h r e e p e o p l e t a l k i n g a b o u t t h e i r jobs. C o m p l e t e these j o b descriptions. Karl Job: software c o m p u t e r games. R e s p o n s i b i l i t i e s : he designs a n d Heba Job: analyst Responsibilities: h e . . computer problems. Wojtek Job: database . e l e c t r o n i c data. R e s p o n s i b i l i t i e s : he analyses a n d .
2
3
6
1
Working in the IT industry
Speaking
4
W o r k i n p a i r s . A s k a n d answer q u e s t i o n s a b o u t K a r l , Heba a n d Wojtek. Example: A: What does Karl B.He's .... do?
Listening Ahmed: Betty: Ahmed: Milo: Betty: Milo: Betty: Milo: Ahmed: 6 1 2 3 4 5 Writing 7
L i s t e n a n d c o m p l e t e t h i s dialogue. W h e r e (1) y o u w o r k , Betty? 1 w o r k for Dell i n D u b a i . W h a t (2) . you? I (3) for HP i n Budapest. W h a t d o y o u (4) , Milo? . developer. I w o r k ( 6 ) . I'm a (5) . Microsoft i n Prague. Frida? Milo, do you (7). Yes, I d o . W h a t d o y o u (8) t o know? W h e r e (9) she w o r k ? She w o r k s w i t h ( 1 0 ) . . i n Prague. She designs w e b s i t e s for (11) I see. Right, let's go. T h e w o r k s h o p s t a r t s i n five m i n u t e s . L i s t e n a n d repeat these q u e s t i o n s . Where do y o u work? W h a t a b o u t you? W h a t d o y o u do? W h a t d o y o u w a n t t o know? W h e r e does she w o r k ?
W h a t is y o u r d r e a m job? W r i t e a j o b d e s c r i p t i o n for t h e j o b of y o u r c h o i c e . Job: Company to work for: Responsibilities:
Speaking
8
Tell t h e rest of t h e g r o u p a b o u t y o u r d r e a m j o b . Use y o u r notes t o h e l p y o u . Example: My dream job is ... . I design/solve/analyse ....
Working in the IT industry
Schedules
Listening L i s t e n t o t w o p e o p l e at a n IT conference. C o m p l e t e t h i s d i a l o g u e .
Penelope: Don: Penelope: Don: Penelope: Don: Penelope: Don: Penelope: Don: Penelope:
Hi, D o n . (1) I'm (2)
are you.' t h a n k s , Penelope. A n d you? I'm OK. Bit t i r e d f r o m t h e flight. Right. (3) w o r k s h o p (4) y o u w a n t t o a t t e n d today, Don? I w a n t t o go t o t h e CISCO n e t w o r k s e c u r i t y w o r k s h o p . Sounds i n t e r e s t i n g . W h a t t i m e does i t start? It (5) A n d (6) It (7) at 9.15. does i t finish? at 4.00 i n t h e a f t e r n o o n .
Don: Penelope: Don: Language Schedules We use ar with clock times.
Well, I (8) to attend the Microsoft Windows Applications w o r k s h o p . It (9) at 8.30 a m a n d (10) at 6.00 p m . But t h e y have t w o breaks, at 10.30 a n d 12.45. That's good. H o p e y o u e n j o y y o u r session. You t o o . See y o u a r o u n d .
It starts at 9.15. (nine fifteen!quarter past nine) It begins at 8.30. (eight thirty/half past eight) What time does it start/begin/finish/end? It finishes at 4.00. (four o'clock) It ends at 5.05. (five oh five/five past five)
When do you have a break?
We have a break at 12.45. (twelve forty-five/a quarter to one)
L i s t e n a n d repeat t h e s e t i m e s . 1 2 3 4 7.05 6.45 8 o'clock 10.45 5 6 7 8 4.35 2.15 12 o ' c l o c k 9.50
L i s t e n a n d repeat t h e s e sentences. 1 2 3 Speaking 4 It finishes at 5.00. It ends at 8.00. It s t a r t s at 6.00.
W o r k i n pairs. A s k a n d answer q u e s t i o n s a b o u t y o u r d a i l y s c h e d u l e a n d breaks. Make notes. Example: A: What time/When do you start work? B: I start at 8.00. What about you? A: I begin at... .
5
Tell a n o t h e r pair a b o u t y o u r p a r t n e r ' s schedule. Example:... starts work at 8.00 and finishes at 4.00. She has a break at 12.00.
Reading
6
C o m p l e t e these sentences w i t h t h e w o r d s i n t h e box. at at in for from
I w o r k i n an office (1) Canada. I w o r k D u b a i b u t I'm (2) (3) SAP t h e r e . I s t a r t w o r k (4) . 8.15, have l u n c h i n a cafe (5) 1.30 a n d finish a b o u t 5.00.
/
II
9
1 9
Writing
7
W r i t e t h r e e sentences a b o u t y o u r s e l f a n d y o u r d a i l y schedule. Working in the IT industry
Spelling
Speaking W o r k i n s m a l l g r o u p s . List t h e IT a c r o n y m s y o u know.
HTML (HyperText Markup Language) HTML is a mark-up language used to describe the structure of a web page.
FTP (File Transfer Protocol) a standard network protocol used to copy a file from one host to another.
WLAN (Wireless Local Area Network) A type of local-area network that uses high-frequency radio wires to communicate between nodes.
Listening
2
L i s t e n a n d c o m p l e t e t h i s dialogue. B o b , c a n y o u (1) me, please? Sure. I d o n ' t u n d e r s t a n d t h i s a c r o n y m . W h a t does i t (2) for? Let m e see. 'W3'. I ' m n o t sure. M a y b e WWW, t h e W o r l d W i d e Web. OK. W h a t does P2P s t a n d for? (3) s t a n d s for person-to-person. OK. W h a t does IP (4) ? It means I n t e r n e t P r o t o c o l . H o w d o y o u (5) 'Protocol'? p - r - o - t - o - c - o - 1 . Thanks. You're w e l c o m e . L i s t e n t o t h e l e t t e r s a n d repeat t h e m .
Z /zed/ in British English and /zee/ in American English.
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Speaking 4 W o r k i n pairs. Make a list of a c r o n y m s . Ask a n d answer q u e s t i o n s . Example: A: What does HTML stand for/mean? B: It stands for/means
....
10
1
Working in the IT industry
Business matters
Writing You are at a t r a i n i n g w o r k s h o p . T h e t r a i n e r asks all t h e trainees t o c o m p l e t e t h e f o r m a n d i n t r o d u c e themselves. C o m p l e t e t h i s f o r m a b o u t yourself. Participant Information Name: DOB: Contact: Interests: Phone Place of residence: Email Date:
IT job you want and why:
2 3
W o r k i n p a i r s . Swap y o u r profiles a n d i n t r o d u c e y o u r p a r t n e r . W r i t e an email message t o i n t r o d u c e y o u r s e l f t o t h e e m p l o y e e s i n t h e c o m p a n y u s i n g t h e profile b e l o w o r y o u r o w n i n f o r m a t i o n .
You are a n e w e m p l o y e e in a c o m p a n y . Your p o s i t i o n is a n e t w o r k administrator. You are responsible for setting u p firewalls, s e c u r i t y levels, wireless connection, usernames and passwords.
Speaking
4
W o r k i n p a i r s . Student A: y o u are t h e IT h e l p desk c o o r d i n a t o r , M r s M a h m o u d . T u r n t o page 68. Student B: y o u are Sharifa. T u r n t o page 78. C o m p l e t e t h e task. Swap t h e roles.
Dear Mrs Mahmoud, I am a new e m p l o y e e i n F i n a n c e . I n e e d h e l p w i t h a c c e s s t o t h e company n e t w o r k . P l e a s e c a n y o u o r g a n i s e a t r a i n i n g s e s s i o n f o r me? I am f r e e o n T h u r s d a y a f t e r 2 . 3 0 . Do I n e e d t o come t o y o u r o f f i c e ? Do y o u g i v e c e r t i f i c a t e s a f t e r t h e t r a i n i n g ? T h a n k y o u v e r y much f o r y o u r h e l p . Sharifa
Working in the IT industry I 1
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• talk a b o u t o b l i g a t i o n s
Computer hardware
Speaking W o r k i n s m a l l g r o u p s . M a k e a list of all t h e c o m p u t e r h a r d w a r e y o u use i n y o u r w o r k o r study. Vocabulary 2 Label t h e d i a g r a m w i t h t h e c o r r e c t i t e m s 1-11. 1 2 3 4 5 monitor case motherboard CPU ( C e n t r a l Processing Unit or Processor) main m e m o r y (RAM) 6 7 8 9 10 11 e x p a n s i o n cards (video, g r a p h i c ) power supply unit optical disk drive hard disk drive keyboard mouse
Listening
3
ksj Bob: Daisy: Bob: Daisy: Bob: Daisy: Bob: Daisy: Bob:
M. L i s t e n t o t w o colleagues a n d c o m p l e t e t h i s dialogue. W h a t d o y o u t h i n k ? W h i c h (1) I ' m n o t sure. T h i s c o m p u t e r has a (2) has a (3) processor. is b e t t e r for t h e sales team? m e m o r y and I think it
A n d t h e o t h e r one? Well, i t is (4) A n d (5) Yes, y o u ' r e r i g h t . L i g h t e r a n d smaller. B u t t h e bigger o n e is (6) So w h a t is o u r decision? I ' m n o t sure. Let's go for a coffee a n d discuss t h i s again.
2
Computer systems
Language Comparatives things. big For short adjectives we add -er (than). Be careful of spelling. fast easy difficult For long adjectives we use more/less (than). expensive reliable bad Some comparatives are irregular. good bigger faster easier more/less difficult more/less expensive more/less reliable worse better The new monitor was bigger than the old monitor. Your processor is faster than mine.
It's easier to use than the other one. This version is more difficult to use than the old version. His computer is less expensive than hers. 1 think you should buy that CPU. It is more reliable than the one you have. That screen resolution is much worse than before! 1 really like this mouse. It's so much better than the old one.
Make t h e c o m p a r a t i v e f o r m of these adjectives. Example: 1 2 3 4 5 6 7 long longer light efficient. long wide heavy fast dark
8 soft 9 hard 10 d u r a b l e .
5
6 Reading 7
BEIQI
L i s t e n a n d c h e c k y o u r answers.
Listen again a n d repeat t h e w o r d s . Read t h e s e p r o d u c t d e s c r i p t i o n s a n d m a k e sentences u s i n g c o m p a r a t i v e s . Example: The Corsair is longer than the Imation but slimmer.
C o r s a i r F l a s h Survivor G T 8 G B
Imation Clip F l a s h Drive 4 G B
8GB Read at 34MB/S
4GB Read at 15MB/S Write at 9MB/s 2.95" x 1.14" Plastic No data encryption Five year warranty Price £10
mtSM
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Write at 28MB/S 3.25" x 0.75" Aluminium 256-bit A E S S W encryption Ten year warranty Price £25
/
Writing
8
W o r k i n pairs. W r i t e a n e m a i l t o a colleague c o m p a r i n g t h e t w o p r o d u c t s i n 7.
Computer systems
2
13
Computer software
Speaking W o r k i n s m a l l g r o u p s . Make a list of a l l t h e c o m p u t e r software y o u use i n y o u r w o r k o r study. T h i n k a b o u t : • • • application software p r o g r a m m i n g software s y s t e m software
2 Language
Make a list of t h e c o m p u t e r s o f t w a r e y o u r non-IT colleagues use.
Superlatives We use superlative adjectives to compare a person or thing with a number of other people or things. big For short adjectives we add the + -est. Be careful of spelling. fast easy difficult For long adjectives we use trie most/the least. expensive reliable bad Some superlatives are irregular. good the best biggest fastest easiest the most/least difficult the most/least expensive the most/least reliable the worst The new monitor was the biggest in the room. Your version of the software is the fastest. It's the easiest to use. This version is the most difficult to use. His computer is the least expensive. 1 think you should buy that. It is the most reliable. That is the worst software I've ever used! 1 really like this website. It's the best I've seen.
Speaking
3
W o r k i n s m a l l g r o u p s . Talk a b o u t t h e s o f t w a r e y o u a n d y o u r non-IT colleagues use. A n s w e r these q u e s t i o n s . 1 2 3 4 5 6 7 W h a t are t h e differences b e t w e e n t h e IT a n d non-IT software y o u have listed? W h i c h is t h e cheapest? W h i c h is t h e m o s t expensive? W h i c h is t h e most/least reliable? W h i c h is t h e m o s t difficult/easiest t o use? W h i c h is t h e best/worst? W h i c h is t h e most/least user-friendly?
14
2
Computer systems
Listening
4
B
L i s t e n t o t w o colleagues d i s c u s s i n g s o f t w a r e a n d c o m p l e t e
t h i s dialogue. Tim: Simone: W h a t d o y o u t h i n k a b o u t these t h r e e p h o t o i m a g i n g packages? It's a difficult c h o i c e . A l l t h r e e are v e r y g o o d b u t t h e y have different s t r e n g t h s . I agree. Serif Image Plus has (1) image (2) OK. But Magic E x t r e m e has t h e (3) p r o c e s s i n g of images. You're r i g h t . A l s o , Serif has (4) special (5) B u t w h a t a b o u t Snap Pro? dubbing options. Well, i t has t h e ( 6 ) . photos. A n d Snap Pro is t h e best for (7) efficient I ' m n o t sure. Serif has (8) (9) W h i c h is t h e m o s t expensive? O h , Serif Image Plus. A n d t h e cheapest? Snap Pro. Let's get Snap Pro t h e n . I ' m s t i l l n o t sure!
Present tense of have
(got) I've/You've/We've/They've He's/She's/It's (got)... (got)... I/You/We/They have (got) ... He/She/It has (got) ... I/You/We/They have not (got) ... He/She/It has not (got)...
I/You/We/They haven't (got) ... He/She/It hasn't We use have (got) to talk about possession. (got)... have... have...
I/You/We/They don't He/She/It doesn't
I/You/We/They do not have ... He/She/It does not have ...
Have 1 you/we/they Has he/she/it Do l/you/we/they Does he/she/it got...?
got...?
have...? have...?
Listening
5
I K J U 3 I L i s t e n a n d repeat these sentences. 1 2 3 4 5 6 7 8 We've got t h e best s o f t w a r e . Does i t have t h e m o s t r e l i a b l e a n t i - v i r u s software? She has t h e cheapest c o m p u t e r . T h e y h a v e n ' t got t h e latest v e r s i o n . Do y o u have t h e fastest processor? Has it got W i n d o w s ? T h e y have t h e latest software. It has t h e biggest screen.
Writing
6
W o r k i n pairs. W r i t e five sentences c o m p a r i n g t h r e e software p r o d u c t s y o u use o r know. Computer systems 2 15
Working w i t h c o m p u t e r s
Listening 1 L i s t e n a n d c o m p l e t e t h i s dialogue. Paul: Hi, B r i n i t h a . B r i n i t h a : H i , Paul. H o w ' s i t (1) ? Paul: B r i n i t h a : Fine, fine. W h a t (2) Paul: - y o u (3) B r i n i t h a : O h , 1 (4) Nero. H o w are y o u g e t t i n g on? Paul:
. at t h e m o m e n t ?
B r i n i t h a : Well, I (5) a n e t w o r k . I (6) M i c r o s o f t Server. Paul: Right. W h e r e is Jackie today? Do y o u k n o w ? B r i n i t h a : Yes. She is o n a t r a i n i n g c o u r s e today. She (7) about the new database s y s t e m . Paul: W h a t a b o u t M a r y a n d Imran? W h e r e are they? B r i n i t h a : T h e y (8) i n today. T h e y have a d a y off.
Language
Present continuous I'm installing the software. He's/She's setting up a network. We're/They're working at home today.
I'm not setting up the network. We use the present continuous to talk about things that take place at the time of speaking and are not permanent. He's/She's not installing the software.
We/They aren't coming in today.
Are you installing it now? What am I doing? What are you/they doing? What is he/she doing?
2
C o m p l e t e t h e s e sentences w i t h is/isn't, am/am not, 1 2 3 4 5 6 7 8 9 10 It I She They We We Where What I
are/aren't.
going well. learning a new program. w o r k i n g i n t h e office today. She has a day off. i n s t a l l i n g t h e new software. setting up the network. u s i n g W o r d . We have a different w o r d - p r o c e s s i n g p r o g r a m . t h e y w o r k i n g today? he i n s t a l l i n g o n t h e c o m p u t e r ? c o m i n g i n today. I'm sick. she w o r k i n g at h o m e today?
Vocabulary
3
M a t c h t h e sentence halves 1-8 t o a - h . Hanka is c r e a t i n g P h i l i p is i n s e r t i n g a n Rob is t r o u b l e s h o o t i n g We are r u n n i n g B e t t y is c o n n e c t i n g T h e y are b u r n i n g a) b) c) d) e) f) t h e software. a check-up. a file. a device. CDs. image.
Listening
4
f X H
L i s t e n a n d repeat these sentences.
W h a t are y o u d o i n g now? Are t h e y s e t t i n g u p t h e n e t w o r k ? She's w o r k i n g at h o m e today. I'm n o t i n s t a l l i n g t h e software. We're n o t u s i n g W o r d . Speaking 5 L o o k at t h e p i c t u r e s A-F. Describe w h a t is h a p p e n i n g . Example: He is moving ...
6
W o r k i n pairs o r s m a l l g r o u p s . Talk a b o u t w h a t y o u are d o i n g at t h e m o m e n t i n y o u r w o r k o r study. W r i t e t h r e e sentences saying w h a t y o u a n d y o u r collegues are d o i n g at t h e m o m e n t i n y o u r w o r k o r study.
Writing
7
Computer systems
2
17
Computer usage
Reading Read w h a t Ben says a b o u t c o m p u t e r usage i n his office. A n s w e r t h e q u e s t i o n s . 1 2 3 4 5 W h a t m u s t Ben do? W h a t c a n B e n do? W h a t c a n ' t Ben do? Can he o p e n a n y w e b s i t e ? W h y is i t i m p o r t a n t t o f o l l o w c o m p u t e r dos a n d d o n ' t s ?
d o n ' t have t o b a c k ^ \ up files every d a y that's automatic.
I have t o log in using m y user name and password.
Speaking
2
Make a list of c o m p u t e r usage w h e r e y o u w o r k o r s t u d y . C o m p a r e y o u r list w i t h the group.
Language must, mustn't, can, can't, don't have to We use must and mustn't for obligations. We use can and can't for possibility and ability. We use have to for something that is necessary. We use don't have to for something that is not necessary. You must come to work on time. You mustn't be late. He can use Word but he can't use Excel. 1 have to log in using my password. We don't have to work at the weekend.
Writing
3
W r i t e a n e m a i l t o a colleague a b o u t y o u r s e l f using must, mustn't, can, can't, to, don't have to.
have
18
2
Computer systems
Business matters
Speaking A c o m p a n y asks y o u t o r e c o m m e n d a c o m p u t e r a n d w o r k s t a t i o n c o n f i g u r a t i o n for t h e i r sales t e a m . In s m a l l g r o u p s , d e c i d e w h a t t o r e c o m m e n d . Use t h e office floor p l a n b e l o w t o p r e p a r e t h e c o m p u t e r a n d w o r k s t a t i o n c o n f i g u r a t i o n . T h i n k a b o u t these t h i n g s : 1 2 3 4 5 6 T h e r e are six p e o p l e i n t h e sales t e a m . Five p e o p l e are o u t of t h e office f o u r days of t h e week. One p e r s o n is i n t h e office all t h e t i m e - t h e t e a m a d m i n assistant. E m p l o y e e s need a n e t w o r k c o n n e c t i o n ( w i r e d a n d w i r e l e s s ) . Employees p r i n t , scan a n d copy. C o m p a n y a n d c l i e n t data m u s t be s t o r e d o n a separate d e v i c e a n d backed u p regularly.
£3
2
Make y o u r r e c o m m e n d a t i o n s t o a n o t h e r g r o u p . Choose t h e best c o m p u t e r configuration. Example: We recommend this configuration. You have ... . /It has ....
Writing
3
Write a short email to t h e IT manager w i t h your recommendations.
Computer systems
2
19
• d i s c u s s the p u r p o s e of w e b s i t e s
3
Speaking
Websites
Website p u r p o s e
W h i c h websites d o y o u use i n y o u r w o r k a n d s t u d y ? Make a list a n d share i t w i t h a partner. Do y o u use t h e same sites?
• talk a b o u t w e b s i t e features • describe a process • write a proposal
Reading
2
Read t h i s t e x t a b o u t different t y p e s of w e b s i t e . A n s w e r these q u e s t i o n s .
T Y P E S O F W E B S I T E - A GUIDE F O R W E B S I T E DESIGNS The purpose of an organisational website is to inform about an idea or event. Companies develop commercial websites to sell products or services. Entertainment websites are designed to entertain or provide fun activities. People visit news websites to obtain information. The purpose of a personal website is to provide information about an individual. Social networking websites help people to exchange personal information. Educational websites aim to share knowledge and enable online learning.
1 2 3 4 Vocabulary 3
Why do Why do W h y do Why do
people people people people
visit visit visit visit
o r g a n i s a t i o n a l websites? c o m p a n y websites? e n t e r t a i n m e n t websites? news websites?
C o m p l e t e these sentences a b o u t t h e p u r p o s e of w e b s i t e s w i t h t h e w o r d s i n the box. offer Example: topics. 1 2 3 4 5 6 practise The purpose present promote read sell share information on
of Nationalgeographic.com
is to present
People v i s i t CNN.com t o i n t e r n a t i o n a l news. Some w e b s i t e s w a n t t o a service. C o m p a n i e s use A m a z o n . c o m t o their products. Thegreenshoppingguide.co.uk wants to environmentally friendly shopping. Students visit Math.com t o their maths. English t e a c h e r s j o i n e l t f o r u m . c o m t o t e a c h i n g resources.
Language Question words (1) We use which to ask about things. We can use it with a noun. We use what to ask about things. We use why to ask the reason for something. We use when to ask about time. Which websites do you visit/go to? 1 use Wikipedia a lot. What do you use CNN for? 1 use it to get the news. Why do you use Wikipedia? 1 use Wikipedia to check information. When do you use CNN? In my lunchbreak.
Listening 1 2 3 4 Speaking 5
K
m L i s t e n a n d repeat these q u e s t i o n s . W h i c h w e b s i t e s d o y o u use? W h y d o y o u use W i k i p e d i a ? W h a t d o y o u use CNN for? W h e n does she use CNN?
W o r k i n p a i r s . Use t h e w e b s i t e s y o u l i s t e d i n 1 t o ask a n d answer q u e s t i o n s . Example: A: Which websites B: I use .... do you use?
6
Go a r o u n d t h e class a n d ask five s t u d e n t s t o n a m e t h e w e b s i t e s t h e y v i s i t a n d use at h o m e . W r i t e d o w n a w e b s i t e for each of t h e f o u r headings 1-4 i n the table.
Interviewee name a) b) c) d) e)
Interviewee uses these websites to: 1 entertain 2 get news 3 research/study 4 shop
7
Present t h e i n f o r m a t i o n y o u c o l l e c t e d t o t h e g r o u p . W h i c h are t h e m o s t p o p u l a r w e b s i t e s for each heading?
Websites
3
21
Website analytics
Speaking 1 W h a t i n f o r m a t i o n can y o u get a b o u t w e b s i t e traffic u s i n g a w e b s i t e analysis a p p l i c a t i o n ? W o r k i n p a i r s . Make a list.
M AT&T * hw«.
9:51
PM
MySite.com
> > >
177 Visitors O v e r v i e w Visits • 22.273
el A T & T T
9:53PM
|
Oct 1. ZOOS-DtcV 2006 K e y w o r d (Visits) iphone app reviews iphone app review iphone application reviews gotapps 473 369 312 190 178 132 81 80 73 73
Overview R e p o r t s
(
Today 0 i Dashboard Visitors O v e r v i e w Traffic O v e r v i e w Content Overview Event Tracking Overview 1
m
> y
>
Visits Absolute Unique visitors Pageviews Average Pageviews
22,273 newest iphone apps 16.444; 58,465 2.62 00:01:47 67.83% iphone game reviews labyrinth game app reviews fun 2 player games craiglist iphone app
G o a l s Overview
Time on Site Visitors R e p o r t s Bounce Rate ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^
Reading
2
W h i c h items of t h e a n a l y t i c s p r o g r a m m e a b o v e answer t h e s e questions? Example: A: Where do you find information B: In 'Visitors Overview'. 1 2 3 4 about the website's visitors?
W h e r e can y o u find o u t h o w m a n y p e o p l e v i s i t t h e website? W h e r e can y o u see w h a t percentage of p e o p l e v i e w o n l y one page o n t h e website? W h e r e d o y o u find i n f o r m a t i o n a b o u t h o w l o n g t h e y s p e n d o n t h e website? W h e r e do y o u see h o w m a n y people searched for 'gotapps' t o find the website? L i s t e n t o Sarah a n d George. C o m p l e t e t h i s dialogue.
Listening
3 Sarah: George: Sarah: George: Sarah: George: Sarah: George: Sarah: George: Sarah:
George, I (1) s o m e i n f o r m a t i o n a b o u t o u r website. OK, w h a t d o y o u need t o (2) ? Well, I need s o m e i n f o r m a t i o n a b o u t w e b s i t e (3) , y o u know, external visits t o our website. OK. (4) y o u d o a r e p o r t for me? Sure. (5) d o y o u need i t by? Er, t o m o r r o w m o r n i n g , I'm (6) It's for t h e finance director. OK, w h a t d o y o u need t o k n o w (7) ? Well, t h e (8) of v i s i t o r s t o o u r w e b s i t e last m o n t h , t h e i r m o v e m e n t s a n d actions o n t h e w e b s i t e , a n d w h e r e t h e y ' r e f r o m . OK, I (9) do that. T h a n k s v e r y (10) indeed.
Vocabulary
4
M a t c h t h e w e b s i t e analysis t o o l s 1-5 t o t h e d e s c r i p t i o n s a-e. 1 2 3 4 5 traffic meta tag visitor map user profile page o p t i m i s a t i o n a) i n f o r m a t i o n a b o u t w h e r e t h e v i s i t o r s t o y o u r site are f r o m b ) i n v i s i b l e i n f o r m a t i o n (e.g. a h i d d e n k e y w o r d ) o n a website c ) i n f o r m a t i o n a b o u t a user and t h e sites t h e y b r o w s e d ) i n c r e a s i n g t h e n u m b e r of v i s i t o r s t o y o u r site e) t h e m o v e m e n t a n d a c t i o n s of v i s i t o r s t o y o u r site
22
3
Websites
Language Question words (2) How many people visit our website every day? About 20,000. We use how much/how many to ask about quantity. How many hits do we get each month? About 40,000. Where are the visitors from? From Asia and the US. We use where to ask about places. Where do they go on our website? To 'News'. How often do people visit our website? At least once a day.
We can use how + adjective/adverb to ask about degree.
Listening
5
BljEOi 1 2 3
L i s t e n a n d repeat these q u e s t i o n s .
H o w m a n y p e o p l e v i s i t t h e site? W h e r e d o t h e y go o n t h e w e b s i t e ? H o w l o n g d o t h e y s p e n d o n t h e website?
Language Large numbers 20,000 400,000 500,000 3,000,000 twenty thousand four hundred thousand
five hundred thousand/half a million three million
6
H o w d o y o u say these n u m b e r s ? 30,000 700,000 10,000,000 100,000 80,000 Listen and check your answers.
Speaking
8
W o r k i n pairs. You b o t h w o r k i n w e b s i t e a n a l y t i c s . A s k a n d a n s w e r q u e s t i o n s about website visits. Student A: T u r n t o page 68 Student B: T u r n t o page 78
to°nrh
s
Website development
Speaking 1 D e s c r i b e s o m e t h i n g y o u d o e v e r y d a y at h o m e o r at w o r k . Use t h e w o r d s i n t h e Language b o x below. Example: Sending an email. First, click on 'New email'. After Language Describing steps in a p r o c e s s First, We use first, next, then, after that (etc.) to describe the order of actions. do.... To start, do Next,.... .... that...
Alter that,.... Then Secondly,.... Finally,....
Thirdly,... . To finish,....
Reading
2
Complete this text w i t h the w o r d s in the box. After that Finally First Next Secondly Then Thirdly
The steps in website development
, discuss w i t h the customer their requirements and the (i) target audience. Find o u t w h a t features a n d n u m b e r of pages t h e y w a n t o n t h e i r site. (2) , analyse t h e i n f o r m a t i o n f r o m t h e c u s t o m e r . (3) , create a w e b s i t e s p e c i f i c a t i o n . (4) design a n d d e v e l o p t h e w e b s i t e . (5) , assign a specialist t o w r i t e t h e w e b s i t e c o n t e n t . (6) give t h e p r o j e c t t o p r o g r a m m e r s for H T M L c o d i n g . (7) , test the website. After y o u p u b l i s h t h e w e b s i t e , u p d a t e a n d m a i n t a i n i t o n an o n g o i n g basis. M o n i t o r c u s t o m e r use.
3
W o r k i n pairs. Complete t h e flowchart t o s h o w t h e w e b s i t e d e v e l o p m e n t process.
1
Talk to customer
3
Speaking
4
D e s c r i b e t h e w e b s i t e d e v e l o p m e n t process t o a n o t h e r pair i n y o u r o w n w o r d s .
24
3
Websites
Reading
5
L o o k at t h e w e b s i t e s b e l o w a n d a n s w e r these q u e s t i o n s . 1 2 3 4 5 W h a t are t h e websites? Do y o u use these websites? W h y / W h y not? W h a t is t h e p u r p o s e of each w e b s i t e : sell, i n f o r m , share, educate? W h a t are t h e m a i n features of each website? T h i n k of t w o m o r e w e b s i t e s t h a t have t h e same p u r p o s e . A r e t h e y different t o t h e ones below? W h y ?
FINANCIAL T I M E S
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Big US banks to reveal better Manufacturers hit by soaring quarterry profits cost of materials
n» of dollar* r raaarvaa sat a A e j a r w i loan default* are Further »«gr of WlaSonsry preaaurai on UK economy
Discover world business. In one place. «•«•**• r • •., s, i,i Tram'
tats UK M M
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Basel hardens bank hybrid bond rules
Writing
6
You are t h e o w n e r of a c o m p a n y t h a t needs a n e w w e b s i t e . M a k e a list of t h i n g s t h a t y o u need/would like for y o u r w e b s i t e . A n s w e r t h e f o l l o w i n g q u e s t i o n s . • • • W h a t is t h e n a m e of y o u r c o m p a n y ? W h a t is t h e business type? W h a t is t h e p u r p o s e of y o u r website?
Speaking
7
W o r k i n p a i r s . Student A is t h e w e b s i t e developer. Student B is t h e c u s t o m e r . A s k a n d answer q u e s t i o n s a b o u t w e b s i t e r e q u i r e m e n t s . Swap roles. Example: A: What is the name of your B: It's called/Its name is ... . company?
Websites
The best websites
Vocabulary W h a t are y o u r f a v o u r i t e websites? W h y ? Use t h e w o r d s i n t h e b o x t o d e s c r i b e them. beautiful useful Example: well-designed informative fun easy-to-use/navigate funny exciting .. clear reliable
interesting
The most exciting website
is ... because
He»d(no out? Stiy connected
L A T E S T 8AMSS
LATSSTCUM
8
BH
Hi HI
Language Describing things There's/There is/There isn't There are/aren't Has Have There's a lot of information on this website. There aren't many photos on this website. The website has good graphics.
Most websites have a lot of features.
Writing
2
W r i t e a b o u t t h e t h i n g s y o u like a n d dislike a b o u t different w e b s i t e s . Example: I really like the look of the Nickelodeon website. It has ....
Speaking
3
W h a t are t h e t r e n d s i n w e b s i t e design? Discuss w i t h t h e g r o u p . Example: Websites use more video now.
26
3
Websites
Business matters
Reading You are a w e b s i t e designer. Read t h e i n f o r m a t i o n a b o u t L e a r n i n g N o w L t d . A n s w e r these q u e s t i o n s . • • • • W h a t is t h e business type? W h a t is t h e p u r p o s e of t h e w e b s i t e : sell, i n f o r m , share, educate? W h o are t h e w e b s i t e users? W h e r e are t h e w e b s i t e users? W h a t are t h e features of t h e website?
L e a r n i n q Learning Now Ltd is in t h e e d u c a t i o n
N o w
L t d
business. It n e e d s a n e w w e b s i t e to p r o m o t e its c o u r s e s , m a t e r i a l s and learning r e s o u r c e s a n d p r o v i d e online l a n g u a g e - l e a r n i n g s e r v i c e s . The w e b s i t e users are y o u n g a d u l t s all a r o u n d t h e w o r l d . T h e w e b s i t e needs t o have t h e s e features: g o o d interactivity, a u d i o a n d fast d o w n l o a d times.
Writing
2
I n p a i r s , w r i t e a p r o p o s a l for L e a r n i n g N o w L t d ' s w e b s i t e . Use y o u r from 1 and the template below to help y o u . Date: Business activity:
answers
Proposal No. 2011/32154 Customer: Subject: Purpose: Users: Features: Proposal presented by:
Speaking
3
Present y o u r p r o p o s a l t o t h e g r o u p .
Websites
3
27
• talk about d a t a b a s e s
4
Speaking Listening
Databases
Database basics
• talk about d a t a p r o c e s s i n g • a s k for a n d give a d v i c e • talk about c o m p a n y d e p a r t m e n t s
W h a t database p r o d u c t s d o y o u k n o w a n d use at w o r k a n d at home?
2 bEZH
Chris: Tim: Chris:
L i s t e n t o t w o colleagues at a b o o k c o m p a n y . Chris needs some i n f o r m a t i o n f r o m t h e p r o d u c t i o n database. C o m p l e t e t h i s dialogue. T i m , (1)_ . you help me a m o m e n t , please? Sure. W h a t ' s t h e (2)_ I need s o m e ( 3 ) about a book budget from the database. OK. But I d o n ' t k n o w h o w t o (4) it. No p r o b l e m . So w h a t d o I d o first? Enter y o u r n a m e a n d (5) a n d press enter. E r m ... ? You have g o t a password? Erm, I can't (6) it. Use m i n e . T y p e i n t evans, that's t - e - v - a - n - s , then snavet. s - n - a - v - e - t . OK. N o w press Enter. N o w w h a t is t h e n a m e of t h e book? Basic French. OK. T y p e i n t h a t i n t h e t i t l e (7) i n t h e first (8) N o w press Find. T h e r e i t is. OK, b u d g e t . Click (9) Publishing and s c r o l l d o w n t o Plant costs a n d click on that. Chris: Tim: Good. There's t h e b u d g e t i n t h e s e c o n d row. T h a n k s , T i m . No p r o b l e m .
Tracking Resource Database
T R D : Product Data at your fingertips!
TRD is the business tool used in the development and management of products throughout their life cycle.
Please note the revised
function on all
screens in TRD provides on screen guidance and links to useful users documentation
Tim: Chris: Tim: Chris: Tim: Chris: Tim: Chris: Tim:
Tracking Resource Database
Chris: Tim: Chris: Tim:
Pmfjti t Uttfl
Basic French Budget 40 OOO 10000 13000 5000 7000 5000 t M IO d.itf 8000 12000 0 1 000 6 000 27 000 +2 000 + 1 000 +5 000 +6 000 -1 000 +13 000
Milium tfia . i .-H .m rtg
Language Asking people to do things Could you help me, please? Sure.
•
Please could you help? No problem. We use can/could/would you + infinitive without to when we ask somebody to do something for us. Can you explain what a database is, please? I'm afraid 1 can't. Please can you explain what a database is? I'm sorry, 1 can't. Would you explain that, please? Could you come back a bit later? I'm busy right now.
O
m^T'filf 1 2 3 4 5
L i s t e n a n d repeat these q u e s t i o n s .
C o u l d y o u h e l p me, please? Please c o u l d y o u h e l p me? W o u l d y o u h e l p m e w i t h t h i s software? Please c o u l d y o u e x p l a i n h o w t o d o that? Please w o u l d y o u give m e y o u r p a s s w o r d ?
Speaking
4
W o r k i n pairs. S t u d e n t A: m a k e q u e s t i o n s f r o m t h e p r o m p t s . S t u d e n t B: answer yes o r no a n d give a reason w h y n o t (if y o u r a n s w e r is n o ) . Example: type/name Could you type in your name, 1 open/window 2 t u r n up/air c o n d i t i o n i n g 3 t u r n down/mp3 player 4 give/you/pen 5 6 answer/phone give/password please?
5
W o r k i n pairs. Use t h e e x a m p l e of a database b e l o w t o e x p l a i n t o y o u r p a r t n e r w h a t a database is. Use these w o r d s : store, access, Example: A database is used to ... . This is a ... . Department Development Title Engineer Phone ext. 123 get, fields, columns, rows.
First Name John
Last Name Smith
Jane
Doe
Finance
Auditor
454
6
W h y d o p e o p l e a n d o r g a n i s a t i o n s use databases? Discuss w i t h t h e g r o u p . Example: They use databases to find out....
29
Data processing
Vocabulary M a t c h t h e headings i n t h e b o x t o t h e d a t a p r o c e s s i n g steps a-f. data coding data tabulation data collection data validation data entry data sorting
Gather t h e r a w d a t a w h i c h y o u w a n t t o process. J \ 1 \
A r r a n g e a n d s y s t e m i s e t h e data.
•
•
•
Clean t h e d a t a a n d d o u b l e - c h e c k for faults a n d inconsistencies
11
Enter t h e d a t a i n t o a s y s t e m .
A r r a n g e t h e d a t a i n t o t a b l e f o r m a t so t h a t i t can be analysed. )
Create categories t o organise t h e d a t a i n t o relevant groups
2 Listening 3
Put t h e d a t a p r o c e s s i n g steps i n 1 i n t o t h e c o r r e c t order. E ff L i s t e n t o an IT e x p e r t d e s c r i b i n g t h e d a t a p r o c e s s i n g steps t o a
colleague. Check y o u r answers t o 1 a n d 2.
L i s t e n a n d m a r k t h e s y l l a b l e stress i n these n o u n s a n d v e r b s . 1 2 3 4 5 6 5 30 Databases entry collection tabulation validation sorting coding 7 8 9 10 11 12 gather create arrange enter double-check format
L i s t e n again a n d repeat t h e w o r d s .
Vocabulary
6
C o m p l e t e these sentences w i t h t h e w o r d s i n t h e b o x . about Example: 1 2 3 4 5 6 7 8 at between for from in into of to
This database
is used to store our financial
information.
W h a t ' s t h e difference a database a n d a spreadsheet? A database is s t o r i n g data. T h e s c h o o l has i n f o r m a t i o n students. Can p e o p l e access t h e s y s t e m t h e same time? A database is a c o l l e c t i o n records. You r e t r i e v e i n f o r m a t i o n t h e database. Ynn enter t h e rlata the system W h i c h software rln y n n use ynur work?
Language Quick questions to check understanding That's called collection. OK? We use these when we are making sure the other person understands the statement. That's coding? Got that? That's tabulation. All right? We call that sorting. Understood?
Speaking
7 8
W o r k i n pairs. E x p l a i n t h e d a t a p r o c e s s i n g steps f r o m 1 i n y o u r o w n w o r d s . L o o k at t h e e x a m p l e s of database software below. W h a t database software d o y o u know? W h a t is i t used for?
Data storage and backup
Vocabulary M a t c h t h e d a t a storage a n d b a c k u p s o l u t i o n s i n t h e b o x t o p i c t u r e s A-F. W h a t o t h e r s o l u t i o n s are there? external hard drive usb flash drive hard disk m p 3 player server the Internet
0
•
Reading 2 cloud offsite contents protect
•
Read t h i s a r t i c l e a b o u t d a t a storage. C o m p l e t e t h e sentences w i t h t h e w o r d s i n t h e box. emerging security encrypt theft flash loss magnetic
volumes
Data
storage
O n l i n e storage is an (1) emerging m e t h o d of d a t a storage a n d back-up. A r e m o t e server w i t h a network connection and special software backs u p files, folders, o r t h e e n t i r e (2) of a h a r d d r i v e . T h e r e are m a n y c o m p a n i e s t h a t p r o v i d e a web-based b a c k u p . One (3) technology in this area is (4) computing. This allows colleagues i n an o r g a n i s a t i o n t o share resources, software a n d i n f o r m a t i o n over the Internet. C o n t i n u o u s b a c k u p a n d storage o n a r e m o t e h a r d d r i v e e l i m i n a t e s t h e risk of d a t a (5) as a r e s u l t of fire, flood o r (6) R e m o t e d a t a storage a n d back-up p r o v i d e r s (7) the data and set u p p a s s w o r d p r o t e c t i o n t o ensure m a x i m u m (8) Small businesses a n d i n d i v i d u a l s c h o o s e t o save d a t a i n a m o r e t r a d i t i o n a l way. E x t e r n a l d r i v e s , disks a n d (9) . tapes are v e r y p o p u l a r d a t a storage s o l u t i o n s . USB o r (10) m e m o r i e s , DVDs a n d h a r d disks are c h e a p a n d w i d e l y accessible s o l u t i o n s . These m e t h o d s are v e r y p r a c t i c a l w i t h s m a l l (11) of d a t a storage a n d b a c k u p . However, t h e y are n o t v e r y reliable a n d d o n o t (12) t h e user i n case of a disaster.
Speaking
3
W h a t storage a n d b a c k u p s o l u t i o n s are t h e m o s t p o p u l a r ? W h i c h s o l u t i o n s do y o u use m o s t often?
32
Databases
Listening
4 S2!E3ji
1 2 3 4 5 6
L i s t e n a n d repeat these phrases.
emerging technology cloud computing d a t a storage hard drive external drives backup providers
**£M L i s t e n t o t h i s d i a l o g u e . A colleague. T i m . is asking an IT e x p e r t . Sandy, w h a t storage d e v i c e t o buy. M a r k t h e s e s t a t e m e n t s t r u e ( T ) o r false (F). 1 2 3 4 5 Language ng for and giving advice I/You/He/She/It/We/They should/shouldn't (should not).... T i m needs t h e storage d e v i c e for w o r k . T i m wants to backup music and photos. Sandy r e c o m m e n d s a n e x t e r n a l h a r d d r i v e . T i m c a n s p e n d $300 o n t h e s t o r a g e device. Sandy r e c o m m e n d s a s t o r a g e d e v i c e w i t h a s p e c i a l feature. T/F T/F T/F T/F T/F
What should 1 do? You should buy a flash drive. You shouldn't get a server. We use should/would + infinitive without to to give advice. I/You/He/She/It/We/They would/wouldn't (would not).... What would you recommend? I'd (would) recommend a flash drive. 1 wouldn't (would not) recommend a server.
Speaking
6
W o r k i n pairs. Practise asking for a d v i c e a b o u t b a c k u p s o l u t i o n s for a s m a l l c o m p a n y . Use t h e i n f o r m a t i o n i n 2. Example: A: What would you recommend ... ? B: I'd recommend .... /You should ....
33
Database system benefits
Speaking Vocabulary
1
2
W h a t k i n d of d a t a d o c o m p a n i e s create, m a n i p u l a t e , s t o r e a n d retrieve? M a t c h t h e c o m p a n y d e p a r t m e n t 1-8 w i t h t h e t y p e of d a t a i t w o r k s w i t h a - h . 1 2 3 4 5 6 7 8 Finance Marketing H u m a n resources Customer relations Production Technical s u p p o r t Sales Stock m a n a g e m e n t a) d a t a a b o u t e m p l o y e e s , t r a i n i n g , r e c r u i t m e n t needs b) data about p r o d u c t specification, details a n d design c ) d a t a a b o u t profits, t a x , loans, shares and cash d ) d a t a a b o u t v o l u m e of p r o d u c t s s o l d e) d a t a a b o u t c u s t o m e r s , s a t i s f a c t i o n surveys, promotions f) d a t a a b o u t p r o d u c t a d v e r t i s e m e n t s and competitors g) d a t a a b o u t q u a n t i t y of p r o d u c t i n storage h ) i n f o r m a t i o n a b o u t t h e H e l p Desk, s u p p o r t calls, m a n u a l s , p r o b l e m reports
L o o k at t h e f o u r t y p e s of d a t a b e l o w f r o m P a r t y P l a n n e r L t d . W h a t d o y o u t h i n k PartyPlanner L t d does? W h a t c o m p a n y d e p a r t m e n t s c a n y o u identify?
Personal data: - CVs, job descriptions - employee personal data - training - holiday
Customer data: - customer contacts - satisfaction surveys - promotions
Product data: - inventory - purchasing needs - return products
Technical data: - contact to help desk - helpdesk reports - troubleshooting manuals - service reports
Speaking
4
W o r k i n s m a l l g r o u p s . Talk a b o u t t h e advantages a n d disadvantages of a c o m p u t e r i s e d database. Present y o u r ideas t o t h e rest of t h e g r o u p . Example: There are many advantages/disadvantages ....
Business matters
Reading 1 Read p a r t of t h i s e m a i l f r o m t h e o w n e r of J u m b o B o o k Store. A n s w e r these questions. 1 2 3 4 5 W h a t t y p e s of i n f o r m a t i o n does J u m b o B o o k Store c o m m u n i c a t e b e t w e e n its employees? H o w d o t h e e m p l o y e e s exchange i n f o r m a t i o n i n t h e c o m p a n y ? W h a t d o c u m e n t s does A m i k i prepare? H o w m u c h t i m e does i t take t o c o m p i l e t h e data? W h y do the customers complain? H •
E l
Let me give you some background to our company's setup. Jumbo Book Store is a company based in Thailand. It has three book stores and a warehouse next to one of the book shops. The store manager, Amiki Sukhon, finds it very difficult to track sales because he uses handwritten sales reports that employees prepare every day. The driver takes the reports and delivers them to the main office. Every day it takes 5 to 6 hours to compile data about the sales. Based on these sales reports, Amiki writes purchase orders for new books, sales figures for the owner and customer information for the marketing department. In addition, he often gets calls from customers complaining about poor information about available books and stationary products in the warehouse. Could you spend some time looking at how we can improve our processes? Regards
Speaking
2
W o r k i n s m a l l g r o u p s . Prepare r e c o m m e n d a t i o n s u s i n g t h e p r o b l e m / s o l u t i o n outline. Problem/Solution Outline
Problem
Solutions
End Results
3
Present y o u r r e c o m m e n d a t i o n s t o a n o t h e r g r o u p .
• talk about e - c o m m e r c e
E-commerce
E-commerce companies
Speaking
companies and websites • talk about q u a n t i t y • talk about future a r r a n g e m e n t s • present a plan
W h a t p r o d u c t s o r services d o y o u u s u a l l y b u y online? W h a t p r o d u c t s d o y o u n o t b u y online? Why?
Listening
2 H^XiJI
1 2 3 4 5
L i s t e n t o t h i s i n t e r v i e w w i t h David A s t o n . He w o r k s for a c o m p a n y t h a t sells h o m e c l e a n i n g p r o d u c t s . M a r k t h e s t a t e m e n t s t r u e ( T ) o r false (F). David's c o m p a n y sells m a i n l y o n l i n e . 70% of t h e i r business is o n l i n e . People b u y t h e i r c l e a n i n g p r o d u c t s w h e n t h e y b u y t h e i r f o o d . People b u y t h e i r c l e a n i n g p r o d u c t s i n s u p e r m a r k e t s . O n l i n e sales are g r o w i n g . T/F T/F T/F T/F T/F
Language Talking about quantity We use many and a few with countable plural nouns. We use much and a little with uncountable nouns. We use a lot of and some with countable and uncountable nouns. We need a few users to test this. They don't have many customers. We have a little money for online shopping each week. 1 don't have much knowledge on that subject. A lot of businesses need E-commerce upgrades. Some money has been kept aside for this.
3
Choose t h e c o r r e c t w o r d s t o c o m p l e t e these sentences. 1 2 3 4 5 A lot of/Much s h o p s have o n l i n e presence. T h e y sell many/much products online. Some/A little c o m p a n i e s offer c u s t o m e r s e r v i c e a n d a d v i c e o n t h e i r E-commerce w e b s i t e s . I d o n ' t have much/many k n o w l e d g e of c o m p u t e r s , b u t I can s t i l l s h o p o n l i n e . Companies s p e n d a lot of/many m o n e y o n E-commerce s e c u r i t y . Even w h e n c o m p a n i e s o n l y have a little/a few m o n e y for o n l i n e m a r k e t i n g , they should spend it.
O E ^commerce
Listening
4
y E E B 1 2 3 4 5
L i s t e n a n d repeat these phrases.
n o t a l o t of t i m e too much work only a little money a few c o m p u t e r s a l o t of m e m o r y
Speaking
5
W o r k i n p a i r s . Use t h e w o r d s i n t h e Language b o x o n page 36 t o t a l k a b o u t y o u r own online shopping habits. Example: I buy a lot of music online but I get few clothes online.
Vocabulary
6
M a t c h t h e t y p e s of business i n t h e b o x t o t h e c o r r e c t c o l u m n 1-4. B2C business-to-consumer B2B business-to-business C 2 C consumer-to-consumer M-commerce
Types of Business Explanation
1 Companies exchange information and make wholesale transactions. coffee supplier to Nestle 7 Writing 8 Companies sell products or services to customers over the Internet. Amazon People sell or exchange second-hand, used items and collectibles. eBay
4 Customers purchase products and services via mobile devices. news, sport results
Examples
Give examples of t h e four t y p e s of business i n 6. W h a t are t h e advantages a n d disadvantages of s h o p p i n g online? Use t h i s t a b l e t o make notes a n d t h e n make sentences. Example: There's more choice advantages security speed choice convenience price online but you can see things better in a shop. disadvantages
Speaking
9
Present y o u r ideas t o t h e g r o u p .
37
E-commerce features
Speaking
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W o r k i n s m a l l g r o u p s . W h a t are t h e features of t h i s website?
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Vocabulary
2
W h a t are t h e steps i n b u y i n g p r o d u c t s online? N u m b e r these sentences i n t h e c o r r e c t order. a) b) c) d) e) f) g) h) The customer The customer The customer The customer opens a n a c c o u n t . goes t o t h e check-out. p u t s t h e i t e m ( s ) i n a basket o r s h o p p i n g c a r t . pays for t h e p r o d u c t ( s ) w i t h a c r e d i t o r d e b i t c a r d .
T h e c u s t o m e r goes t o t h e w e b s i t e . T h e c u s t o m e r searches and/or b r o w s e s t h e w e b s i t e . T h e c u s t o m e r chooses t h e i t e m ( s ) t o buy. T h e c u s t o m e r s checks t h e order. K Listen a n d repeat these phrases.
• • • • • • •
Listening 1 2 3 4 5 6 Speaking 4
open an account go t o t h e c h e c k o u t p u t a n i t e m i n t h e basket browse the website choose an item check the order then, after that, finally t o d e s c r i b e t h e steps i n
W o r k i n p a i r s . Use firstly, secondly, or an airline ticket.
b u y i n g a p r o d u c t o r s e r v i c e . Talk a b o u t s o m e t h i n g y o u have b o u g h t , like a DVD
Language Linking ideas We use and to link sentences that describe similar actions or situations. We use but to link sentences that describe different ideas/actions or situations. We use so to say that something has happened as a result of something. We use or to link sentences that describe two possible actions or situations. / have a PC and a laptop at home. 1 use Amazon but 1 don't use iTunes. She's got a Kindle, so she doesn't buy many books Would you like tea or coffee? now.
J
Reading
5
C o m p l e t e t h i s t e x t w i t h t h e w o r d s i n t h e box. and but or
Companies want to reach more customers, (1) to set up an online business (2) basic infrastructure for E-commerce. website that attracts a lot of customers. Hardware (3)
they go online. I t is easy software provide
i t is difficult to design and develop a
Networking, customer interface and payment solutions are very important parts of a company's E-commerce solution. Customers expect a fast and reliable service (4) they w i l l go somewhere else to buy things.
Vocabulary
6
M a t c h t h e first half of t h e sentences 1-6 t o t o t h e s e c o n d half a-f. 1 2 3 4 5 6 Effective p r o d u c t i n f o r m a t i o n a n d C u s t o m e r s can use t h e i r c r e d i t cards, PayPal o r We used a l o t of p r o m o t i o n s , so I d o n ' t k n o w h o w t o b u y online b u t T h e y w a n t t o b u y a Cat 5e cable so I n E-commerce y o u can l o o k at a p i c t u r e of a p r o d u c t b u t a) I ' l l c h e c k o n l i n e t u t o r i a l s . b ) e l e c t r o n i c c h e q u e s t o pay for transactions. c) y o u c a n ' t t o u c h i t . d ) o u r sales i m p r o v e d a lot. e) t h e y search t h e I n t e r n e t . f) p r o m o t i o n s a t t r a c t c u s t o m e r s .
Speaking
7
W o r k i n s m a l l g r o u p s . Talk a b o u t an E-commerce w e b s i t e y o u k n o w a n d like. Say w h a t is g o o d a b o u t i t . Use and, so, but a n d or. Example: I like the B&Q It has ... and .... website.
39
Transaction security
Speaking 1 W h a t are t h e p o t e n t i a l s e c u r i t y t h r e a t s t o o n l i n e s h o p p i n g ? Share y o u r ideas w i t h the group. Read t h i s e m a i l . A n s w e r these q u e s t i o n s .
Reading
TO: All Employees From: IT Director Subject: Online transactions security We are developing new website security features. We will have a virtual private network with a firewall which will help stop cyber attacks on the network perimeter. The web application protection firewall (WAF) will protect our website from hacker attacks on customer contacts and login boxes. Secure Socket Layer (SSL) will create a secure connection for the users. We will have two-factor authentication (2FA). Website administrators will go through two layers of security before they access the hosting environment. This will prevent password leaks. All data will have encrypted backup to protect sensitive information. I am sure the company will benefit from the new security measures. Thank you Hamda Banna 1 2 3 4 5 6 Language Future (will + infinitive) The new security system will protect our customer's 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.) better. H o w m a n y s e c u r i t y features w i l l t h e c o m p a n y have? W h i c h s e c u r i t y feature w i l l s t o p attacks o n t h e c o m p a n y n e t w o r k ? W h a t s o l u t i o n w i l l p r o t e c t c u s t o m e r c o n t a c t s a n d l o g i n boxes? W h a t w i l l p r o t e c t p r i v a t e user i n f o r m a t i o n sent o v e r t h e n e t w o r k ? W h a t w i l l t h e t w o - f a c t o r a u t h e n t i c a t i o n prevent? What will protect information?
When will we change to the new security We'll/we will do it next month.
system?
Will the new system have a firewall? Yes, it will./No, it won't.
Listening 1 2 3 4 5 40
£3
M Listen a n d repeat these sentences.
T h e c o m p a n y w o n ' t p r o v i d e I n t e r n e t access t o all employees. I ' l l d o t h e s e c u r i t y checks a n d t h e n u p g r a d e t h i s week. W h e n w i l l y o u finish t h e w o r k ? Yes, I w i l l . ! No, she w o n ' t .
5
E-commerce
Speaking
4
W o r k i n s m a l l g r o u p s . Talk a b o u t y o u r organisation's plans o r y o u r o w n plans for t h e future. A s k a n d answer each o t h e r q u e s t i o n s . Example: A: We '11 open a new office in B: When will you open it? A: Next year. Singapore.
Vocabulary
5
Label t h e n e t w o r k d i a g r a m w i t h t h e c o r r e c t i t e m 1-8. 1 2 3 4 5 6 7 8 the Internet t h e l o c a l area n e t w o r k t h e h a r d w a r e firewall ( w i t h a r o u t e r ) c o m p u t e r s w i t h firewall software o u t b o u n d traffic i n b o u n d traffic r e s t r i c t e d traffic a l l o w e d traffic
Secure private network Public network
Speaking
6
You are s e t t i n g u p a n e w c o m p u t e r w o r k s t a t i o n w i t h a n e t w o r k c o n n e c t i o n . Your c l i e n t w a n t s t o use t h e set-up for o n l i n e purchases, b a n k d e a l i n g a n d financial t r a n s a c t i o n s securely. Talk a b o u t w h a t s e c u r i t y s o l u t i o n y o u w i l l install. Present y o u r s o l u t i o n t o t h e g r o u p . 41
E-commerce
5
Online transactions
Reading Shayan is t e l l i n g M o n i k a h o w c u s t o m e r s w i l l p a y for s o m e t h i n g o n l i n e o n a n e w website. Complete this dialogue w i t h t h e w o r d s i n t h e box. accounts gateway Monika: Shayan: bank payment completes rejection confirmation web . an online customer First
Shayan, c a n y o u e x p l a i n h o w a c u s t o m e r (1) transaction?
Monika: Shayan:
OK, it's v e r y easy. (2) t h e c u s t o m e r w i l l place a n order. T h e seller's (3) s e r v e r w i l l c o n f i r m a v a i l a b i l i t y of t h e p r o d u c t a n d send a response. After t h a t , t h e c u s t o m e r checks o u t a n d c o m p l e t e s t h e (4) i n s t r u c t i o n s . T h e n t h e s e r v e r w i l l send a p a y m e n t request t o a p a y m e n t (5) T h e p a y m e n t gateway w i l l c h e c k t h e buyer's a b i l i t y t o pay w i t h t h e (6) OK? Fine. Go o n . T h e b a n k w i l l r e s p o n d a n d send p a y m e n t acceptance o r (7) t o t h e seller's w e b s e r v e r t h r o u g h t h e p a y m e n t gateway. Finally, t h e c u s t o m e r w i l l receive t h e s e r v e r response w i t h t h e o r d e r (8) o r rejection. W i l l t h e (9) have t o register? Yes, a l l b u y e r s m u s t have t h e i r (10) before t h e y c o m p l e t e the transaction. Thank you. Now I understand. L i s t e n a n d c h e c k y o u r answers.
Monika: Shayan: Monika: Listening Speaking 2 3 \W^¥fM
C o m p l e t e t h e f l o w c h a r t of t h e o n l i n e p u r c h a s i n g process. T h e n e x p l a i n i t t o your partner.
c c
C
11
c
11
42
Business matters
Writing 1 You w o r k for SellOnline.com. T h e c o m p a n y d e v e l o p s E-commerce s o l u t i o n s for small businesses. Your c l i e n t , D o c u m e n t L t d , sells s t a t i o n e r y . T h e y sell l o t s of different t y p e s of p r o d u c t . D o c u m e n t L t d w a n t s t o d e v e l o p its o n l i n e presence t o r e a c h c u s t o m e r s m o r e effectively. C o m p l e t e t h e p r o p o s a l t e m p l a t e . Use these questions to help y o u . 1 2 3 4 5 W h a t t y p e of E-commerce w i l l D o c u m e n t L t d offer? W h a t E-commerce t e c h n o l o g i e s w i l l D o c u m e n t L t d use t o a t t r a c t c u s t o m e r s ? W h a t s e c u r i t y s o l u t i o n s w i l l t h e c o m p a n y set u p i n o r d e r t o p r o t e c t b o t h t h e customer and the company? W h a t t o o l s a n d features w i l l t h e c o m p a n y w e b s i t e have? How will the customer complete transactions? Date: Business activity:
Proposal No. 2011/123/45 Customer: 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 Introduction First, 1 am going to talk Then, we will show you present.... about.... .... ....
Finally, we will answer your questions Speakers Now, I'll hand over to my Let me start with .... To finish .... Closing colleague.
Thank you very much for listening. Are there any
questions?
Speaking
2
Prepare a n d d e l i v e r a p r e s e n t a t i o n for t h e m a r k e t i n g d i r e c t o r of D o c u m e n t L t d . Use y o u r p r o p o s a l f r o m 1 t o h e l p y o u .
6
Speaking Listening
Network systems
Types of n e t w o r k
• describe networks • talk about the past • talk a b o u t n e t w o r k range a n d s p e e d s
• m a k e r e c o m m e n d a t i o n s a n d suggestions
W h a t c o m p u t e r n e t w o r k s d o y o u use i n y o u r w o r k o r studies? W h a t d o y o u use t h e n e t w o r k s for? H o w d o y o u access t h e n e t w o r k s ? . L73 H A g a t h a is t h e o w n e r of a s m a l l flower s h o p . K a t h a r i n a is a n e t w o r k a r c h i t e c t . A g a t h a needs s o m e a d v i c e f r o m K a t h a r i n a a b o u t a n e t w o r k s o l u t i o n for h e r c o m p a n y . L i s t e n a n d i ^ answer these q u e s t i o n s . 1 2 3 4 W h a t does A g a t h a t h i n k she s h o u l d do? W h a t does K a t h a r i n a recommend? W h a t does K a t h a r i n a say she w i l l do? W h e n does A g a t h a w a n t t h e n e t w o r k t o be ready?
Reading
3
Read Katharina's email t o Agatha. C o m p l e t e t h i s email w i t h t h e w o r d s i n t h e box. equipment remote Internet should VPN LAN WAN recommend
Dear Agatha Following our meeting last week, please find my recommendations for your business. I think you (1) set up a LAN, or Local Area Network, and a WAN, or Wide Area Network, for your needs. A (2) connects devices over a small area, for example your apartment and the shop. In addition, you should connect office (3) , such as the printer, scanner and fax machine, to your LAN because you can then share these devices between users. I'd recommend that we connect the LAN to a (4) . so you can link to the Internet and sell your products. In addition, I'd (5) _ we set up a Virtual Private Network so that you have a (6) access to your company's LAN, when you travel. (7) is a private network that uses a public network, usually the (8) , to connect remote sites or users together. Let's meet on Friday to discuss these recommendations. Best regards Katharina
44
6
Network systems
Language Giving reasons You should connect office equipment to the LAN because you can then share devices between users. I'd recommend a Dell computer because it is cheaper. Why do you use encryption? Because it's safer.
We use because to say something was the reason for an action or situation. (We can start a sentence with because.)
Speaking
4 5
L o o k at t h e t h r e e n e t w o r k s o l u t i o n s . W h a t are t h e differences? W h i c h n e t w o r k s o l u t i o n w o u l d y o u r e c o m m e n d for a large c o r p o r a t i o n o r o r g a n i s a t i o n , a small business a n d a family home? W h y ? I'd recommend solution 1 for ... because ....
Mobile Worker
Area 1
Area 2
Area 5 CCTV
Internet Router/ Modem
Network 10/1 mps switch
Area 3
Area 4
il
m
Writing 6 CCTV CCTV
Remote wireless
0
W r i t e a d e s c r i p t i o n of t h e n e t w o r k s o l u t i o n y o u use at w o r k o r at h o m e . W h i c h of t h e t h e t h r e e s o l u t i o n s i n 4 is i t m o s t like? W h y ? Network systems 6 45
N e t w o r k i n g hardware
Speaking 1 2 W h i c h of t h e i t e m s b e l o w d o y o u k n o w ? W h a t are they? W h a t d o t h e y do? W o r k i n p a i r s . Make a list of all t h e n e t w o r k i n g h a r d w a r e y o u can t h i n k of. C o m p a r e y o u r list w i t h a n o t h e r pair.
Vocabulary
3
M a t c h t h e w o r d s 1-8 t o t h e d e s c r i p t i o n s a-g. 1 2 3 4 5 6 7 8 a modem a repeater a bridge a router a gateway a switch a hub a wireless access p o i n t \ a) is an entrance t o another n e t w o r k b) channels i n c o m i n g data b u t maintains the b a n d w i d t h speed c) allows wireless devices t o connect t o t h e n e t w o r k d ) modulates a n d demodulates the data i n t o a digital or an analog signal e) channels i n c o m i n g data b u t shares the b a n d w i d t h a m o n g t h e devices present o n a n e t w o r k f) sends t h e digital signal further o n i n the n e t w o r k g) connects n e t w o r k s and sends packages of data between t h e m h ) connects n e t w o r k s t h a t use the same p r o t o c o l
Listening
4 flPTRTI
1 2 3 4 5 6 7 8 9 10 11
L i s t e n a n d repeat these w o r d s .
modem repeater bridge router gateway switch hub wireless access p o i n t network connectors n e t w o r k interface c a r d
46
6
Network •yttenu
Reading
5
C o m p l e t e t h i s dialogue w i t h t h e w o r d s i n t h e box. about speed Boris: Ahsan: Boris: Ahsan: Boris: Ahsan: Boris: Ahsan: Boris: Ahsan: Boris: change should devices user necessary What What can problem
I have a p r o b l e m w i t h t h e n e t w o r k d o w n l o a d (1) y o u suggest?
W h y d o n ' t y o u (2) the hub? I d o n ' t t h i n k t h a t w i l l w o r k . T h e h u b is fine. OK. H o w (3) a d d i n g a repeater then? w i t h t h e signal H m m , I'm n o t sure i t w i l l h e l p . It's n o t a (4) strength. to OK, t h e n y o u s h o u l d c h e c k t h e cables a n d n e t w o r k ( 5 ) . make sure t h a t t h e y are c o m p a t i b l e w i t h y o u r n e t w o r k . (6) about changing the modem? . I t h i n k it's a p r o b l e m w i t h t h e b r i d g e , I d o n ' t t h i n k it's (7) l o o k at t h e specifications. s w i t c h o r t h e router. You (8) OK, I w i l l . T h a n k s for y o u r h e l p . recommendations on the Internet W h y d o n ' t y o u c h e c k (9) as well? G o o d idea. I ' l l d o t h a t . L i s t e n a n d c h e c k y o u r answers.
Listening Language
b
wLu
Making suggestions We can make suggestions with: Why don't we/you + infinitive without to. What about + -ing How about + -ing Why don't you call the IT help That's a good idea. desk?
What about buying a new router? 1 don't think that will wonX. How about reading the instructions I'll do that. first?
K 1 2 3 Vocabulary 8
m
L i s t e n a n d repeat t h e s e suggestions.
W h y d o n ' t y o u change t h e m o d e m ? H o w a b o u t c o n n e c t i n g a repeater? What about looking o n the website?
C o m p l e t e t h e s e sentences w i t h t h e w o r d s i n t h e box. between 1 2 3 4 5 on over to with
this computer? Is t h i s software c o m p a t i b l e . a s m a l l area. A L A N c o n n e c t s devices the modem? Is t h e c o m p u t e r c o n n e c t e d . T h e L A N a l l o w s y o u t o share i n f o r m a t i o n users. Why don't you look t h e Internet?
Speaking
9
W h a t p r o b l e m s d o y o u have w i t h n e t w o r k s ? W o r k i n p a i r s . Make a list. T h i n k a b o u t speed, c o m p a t i b i l i t y , h a r d w a r e a n d software.
10
Show y o u r list t o a n o t h e r pair. A s k for h e l p a n d suggest s o l u t i o n s . Example: A: B: This software Why don'tyou doesn't ... ? work with this .... Network systems
Talking about the past
Reading 1 H o w m u c h d o y o u k n o w a b o u t t h e h i s t o r y of n e t w o r k i n g ? Can y o u m a t c h these events 1-4 t o t h e dates a - d ? 1 2 3 4 a) b) c) d) T h e c r e a t i o n of t h e W o r l d W i d e Web T h e s t a r t of Facebook T h e l a u n c h of T w i t t e r T h e b e g i n n i n g of MySpace 2006 1990 2003 2004
Speaking
2
W h a t social n e t w o r k s d o y o u use? H o w m u c h t i m e d o y o u s p e n d o n them? Example: I use ... . I spend about....
Reading
3
Read t h i s t e x t a b o u t Karl's IT career u p u n t i l n o w a n d answer these q u e s t i o n s . 'I left school in Cambridge in the U K at the age of 18 and went straight t o the University of Bristol t o study computing in 2000.1 graduated in 2004 and decided t o travel around the w o r l d f o r a year. In 2006 I got a job back in Cambridge w i t h the software company A r m . I stayed w i t h A r m for t w o years and then went t o w o r k for Microsoft in Seattle in the U S A T h i s is where I am now and I love it!'
1 2 3 4 5
W h e n d i d K a r l go t o u n i v e r s i t y ? W h e n d i d h e leave u n i v e r s i t y ? W h a t d i d h e d o after u n i v e r s i t y ? W h e r e d i d K a r l go i n 2006? W h e n d i d h e go t o Seattle?
Language Past simple (1) We use the past simple tense to talk about finished actions in the past. When did l/she/he/we/they create the network? She created the network in December 2008. 1 started the network last year. 1 looked at that yesterday. 1 had broadband connected three days/a month/two years ago. 1 used that system last weeklyearlmonth. 1 started that user group on Monday/in June/in 2001.
Time expressions
Listening
4 1 2 3 4 5
K
M
L i s t e n a n d repeat t h e s e sentences.
When did they start work? T h e y i n s t a l l e d t h e c o m p u t e r s yesterday. We d i d n ' t w o r k last week. She w e n t t o t h e office o n Sunday. D i d y o u finish t h e r e p o r t ?
Speaking
5
Practise asking a n d a n s w e r i n g q u e s t i o n s a b o u t w h a t y o u d i d y e s t e r d a y o r last week in y o u r w o r k or studies. Example: A: What did you do last B: I worked on the new week? network.
6
Talk a b o u t w h a t y o u d i d o n y o u r last day off. Example: A: What did you do on your day off? B: I went to the gym.
Language Past simple (2) look use Regular past tense endings install connect work setup go see Irregular past tense endings do buy be looked used installed connected worked set up went saw did bought was
Writing
7
W r i t e t h r e e o r four sentences a b o u t y o u r o w n c o m p u t i n g e d u c a t i o n and/or w o r k u p u n t i l now. Use t h e t e x t i n 3 t o h e l p y o u .
Speaking
8
W o r k i n p a i r s . Ask a n d answer q u e s t i o n s a b o u t y o u r e d u c a t i o n and/or w o r k .
Network systems
6
49
N e t w o r k range and speed
Listening L i s t e n a n d c o m p l e t e t h i s d i a l o g u e b e t w e e n K a r o l i n e a n d Sam. Karoline: H o w d o y o u d e s c r i b e n e t w o r k speed? Sam: In b i t s , k i l o b i t s , m e g a b i t s a n d gigabits. T h e y d e s c r i b e n e t w o r k speed. For e x a m p l e , dial-up c o n n e c t i o n s a l l o w (1) kilobits per s e c o n d a n d DSL f r o m (2) kilobits per second t o (3) megabits per second. K a r o l i n e : OK. I've g o t t h a t . W h a t a b o u t t h e range? Sam: Range is t h e d i s t a n c e of n e t w o r k coverage, so d i s t a n c e u n i t s r e p r e s e n t n e t w o r k range. M o s t c o u n t r i e s use m e t r i c b u t s o m e use feet as u n i t s of m e a s u r e m e n t . M e t r e s o r feet u s u a l l y d e s c r i b e t h e range of a n e t w o r k . H o m e n e t w o r k i n g r o u t e r s s u p p o r t a range u p t o (4) feet o r ( 7 ) . Karoline: T h a n k s . 2 ^ L f X E l L i s t e n a n d repeat t h e s e s p e e d s a n d ranges. 1 2 3 4 5 Speaking 3 77 k i l o b i t s p e r s e c o n d 5 megabits a second 2 gigabits p e r m i n u t e 250 m e t r e s 40 feet feet o r (5) m e t r e s i n d o o r s a n d (6) metres outdoors.
Say t h e s e speeds a n d ranges. 1 2 3 156 feet 12kbit/s 4Gbit/m 4 5 6 7,000 metres 95 Mbit/s 65 Mbit/s
4 Reading 5
W r i t e d o w n f o u r speeds a n d ranges a n d d i c t a t e t h e m t o y o u r partner. Read these t e x t s a n d a n s w e r these q u e s t i o n s .
Range Wireless networks have limited range. Network range depends on the type of 802.11 protocol, strength of the device transmitter and the architecture of the surrounding area. Some structures, such as walls and metal frames, reduce the range of a WLAN by 2 5 % . However, users can extend the range of a WLAN. Repeaters forward the wireless signal to access points or routers and increase the range of a network. Speed Bandwidth and latency are the measures of computer network speed, or data transfer rate. Bandwidth is the maximum throughput of data in bits per second. Some modems support 100 Gbit/s but speed depends on the hardware and software used. Latency is the delay that network creates during the transfer data. Users have no, or very little, control over bandwidth and latency.
1 2 3 4
H o w m a n y t h i n g s does n e t w o r k range d e p e n d on? W h a t c a n r e d u c e n e t w o r k range? W h a t c a n i m p r o v e n e t w o r k range? W h a t t w o t h i n g s affect speed?
Business matters
Reading K a r a m a n d Natasha w o r k for t h e C o m H e l p c o m p a n y . T h e c o m p a n y p r o v i d e s IT services t o c u s t o m e r s . K a r a m a n d Natasha w o r k i n different areas of t h e city. Every w e e k t h e y w r i t e a r e p o r t for t h e i r boss. Read t h e i r notes.
Monday colled CISCO about Natasha a training do paperwork went+oTESCu+o Karam •fix C a + f e cobles
Tuesday went + o British Council +o ins+oll new software set up L A W in o paper factory
Wednesday attended-Ru> "training on network cabling doy off
Thursday day off
Friday Wad o vneeting wi+U. tVe -tea«n
installed an audio/ video server in (Alelcare nosprtol
You
Writing
2
C o m p l e t e t h e table i n 1 w i t h notes a b o u t w h a t y o u d i d last w e e k at w o r k o r college. W r i t e a r e p o r t a b o u t w h a t y o u d i d last week. Example: Last week I... . On Monday I... and ....
3
Speaking
4
Roleplay t h e f o l l o w i n g s i t u a t i o n . Explain t o y o u r boss w h y y o u w e r e n o t i n t h e office. Student A: T u r n t o page 68 Student B: T u r n t o page 78 Network systems 6 51
•
talk a b o u t r e s u l t s of a n a c t i o n write service reports
7
Speaking
IT s u p p o r t
Fault diagnosis
• • •
e x p l a i n the u s e of t h i n g s deal with problems
W o r k i n p a i r s . Make a list of c o m p u t e r h a r d w a r e p r o b l e m s . C o m p a r e y o u r list w i t h a n o t h e r pair.
Reading
2
Read t h i s d i a l o g u e a n d c o m p l e t e i t w i t h t h e w o r d s i n t h e box. checked unplugged Haider: Maryam: Haider: Maryam: Haider: Maryam: Haider: Maryam: Haider: Maryam: Haider: Maryam: Haider: Maryam Haider: Maryam disconnected worked found working go switched type tight
Hello, IT Help Desk. Hi, t h i s is M a r y a m f r o m H u m a n Resources. Hi, t h i s is Haider. H o w can I h e l p y o u , M a r y a m ? I (1) m y c o m p u t e r off y e s t e r d a y a n d t o d a y I c a n ' t t u r n i t o n . W h a t (2) of c o m p u t e r d o y o u have? I'm n o t sure. It's a d e s k t o p c o m p u t e r . It (3) fine yesterday. D o n ' t w o r r y . Have y o u (4) t h e cable connections? No, I h a v e n ' t . I can see s o m e cables b u t I d o n ' t k n o w w h i c h cable goes w h e r e . M a k e sure all cables are (5) a n d fully plugged i n . Ok, give me a sec. O h , I t h i n k I've (6) t h e p r o b l e m . I have one cable t h a t is (7) It's t h e p o w e r cable. W h e r e does it go? T h e p o w e r cable s h o u l d (8) . in the three-pronged p o r t on the computer. OK, d o n e . Let me t r y now. It's (9) fine. S o r r y a b o u t t h a t . S t u p i d of me. M a y b e t h e cleaners (10) y o u r PC b y m i s t a k e last n i g h t . M a y b e . G o o d , w e ' v e s o l v e d t h e p r o b l e m . T h a n k y o u , Haider. You're w e l c o m e . Have a g o o d day. You t o o . L i s t e n a n d c h e c k y o u r answers.
Listening 52 7 IT support
3
4 BE2Eb
1 2 Language Present perfect
Listen a n d repeat these w o r d s . 3 4 unplugged worked 5 disconnected
checked switched
I've unplugged the computer. We use the present perfect tense to talk about recent actions (an action that has happened in the past and has a result in the present). She hasn't finished the report. Has she switched off the computer? Yes, she has./No, she hasn't. Have you checked the cable Yes, 1 have. /No, 1 haven't. We use have/has + the past participle of the verb. (To form the past participle of regular verbs, we add -ed.) clean work do be run Irregular past participles see have make connections?
cleaned worked done been run seen had made
5
C o m p l e t e these q u e s t i o n s w i t h have o r has a n d t h e c o r r e c t f o r m of t h e v e r b in b r a c k e t s . . (run) the computer in the you b a t t e r y mode? ( h a v e ) t h e iPad? . you. How long _ (charge) the battery? you. . ( o p e n ) t h e file? he_ _ ( e n t e r ) h e r u s e r n a m e a n d password? . she. they _ ( c h a n g e ) t h e I n t e r n e t Service Provider? . ( c h e c k ) t h e r e m a i n i n g d i s k space? you_ you_ . (install) or (uninstall) software recently? Dillip ( u p d a t e ) t h e d r i v e r s recently? Use t h e present perfect t o make p o s i t i v e o r negative sentences. Example: t h e screen/go/blank The screen's gone blank. 1 2 3 4 5 6 t h e charger/stop/working I/not/upgrade/the o p e r a t i n g s y s t e m She/not/install/the u p d a t e s They/reinstall/the a p p l i c a t i o n She/not/be able t o fix t h e p r o b l e m I/defragment/your d r i v e
Listening Speaking
7 8
• E y E f i l L i s t e n a n d repeat t h e q u e s t i o n s i n 5. W o r k i n pairs. Practise a p h o n e call t o t h e c o m p a n y IT h e l p desk. Student A: T u r n t o page 69. Student B: T u r n t o page 79.
IT s u p p o r t 7
53
Software repair
Listening £ j j l You w o r k for SoftwareHelp.com as a h e l p d e s k t e c h n i c i a n . Listen t o t h r e e p h o n e calls a n d c o m p l e t e t h e s e c o n d a n d t h i r d t i c k e t s .
Help Desk ticket Date Name Problem 5.05 Bolek Word file won't open in Office.
Contact Service Person
0504445553 Alex
2 Date Name Problem
Help Desk ticket
Contact Service Person
3 Date Name Problem
Help Desk ticket
Contact Service Person
2
W o r k i n p a i r s . C o m p a r e y o u r notes i n t h e t h r e e t i c k e t s . Is y o u r i n f o r m a t i o n t h e same? L i s t e n again a n d check. W h a t o t h e r software p r o b l e m s d o c o m p u t e r users o f t e n have? Discuss w i t h the group. Example: Computer users often ....
Speaking
3
54
7
IT support
Reading
4
C o m p l e t e t h e s e r v i c e r e p o r t s for t h e IT s u p p o r t t e a m . Use t h e i n f o r m a t i o n in t h e t h r e e t i c k e t s a n d t h e w o r d s in t h e box. Check saved file version install move resend viruses run
version
Date Name Fault diagnosis questions
6.05 Bolek 1 What (1) of Office do you have? ?
2 What is the version of the (2)
Possible solutions
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.
Date Name Fault diagnosis questions
17.06 Sara 1 Have you (5) the file? in the attachment?
2 Are there any messages about ( 6 ) .
Possible solutions
1 (7).
. the attachment changes.
2 Look for the file in Internet Temporary Files. Service Report
Date Name Fault diagnosis questions
14.07 Sylvia 1 What ( 8 ) . of Office do you have?
2 Have you checked the Recycle Bin? 3 Have you (9) disk defragmenter recently? it to a folder in
Possible solutions
1 If the file is in the Recycle Bin, (10) _ My Documents.
2 If the file isn't in the Recycle Bin, install undeleted software.
Speaking
5
W o r k i n p a i r s . Practise t h r e e p h o n e c o n v e r s a t i o n s b e t w e e n t h e IT s u p p o r t t e a m a n d Bolek, Sara a n d Sylvia. Use t h e i n f o r m a t i o n i n t h e t h r e e t i c k e t s in 1 a n d t h e service reports. Example: A: Good morning. How can I help you? B: My name is Bolek and I have a problem
with opening
a file. IT support 7 55
Hardware repair
Reading Label t h e d i a g r a m w i t h these t o o l s ( i n b o l d ) f r o m t h e a d v e r t i s e m e n t .
This kit has all the tools you'll require to fix a computer.
There is a r e v e r s i b l e r a t c h e t d r i v e r w i t h 20 different sized bits, a 6-inch flathead s c r e w d r i v e r , a reversible 1/8-inch mini screwdriver, a h e x k e y s e t and 5-inch, long nose p l i e r s . This set also has a 5-inch w i r e - c u t t e r / s t r i p p e r , an I.C. i n s e r t i o n / e x t r a c t i o n c l i p p e r , a t h r e e p r o n g h o l d e r , t w e e z e r s , a spare parts box w i t h parts, an a n t i - s t a t i c w r i s t s t r a p , and a black zipper case. The tools are demagnetized so your system and magnetic media is safe from any damage.
Listening Vocabulary
2 3
HB^fn'-Tffl L i s t e n a n d repeat t h e n a m e s of t h e tools in t h e k i t . M a t c h t h e t o o l 1-8 t o its use a - h . 1 2 3 4 5 6 7 8 reversible ratchet driver screwdriver hex key pliers wire cutter/stripper insertion/extraction clipper tweezers anti-static w r i s t s t r a p ) ) a) used f o r i n s e r t i n g a n d r e m o v i n g fibre c o n n e c t o r s i n t i g h t spaces b ) used t o p r e v e n t e l e c t r o s t a t i c discharge c) used f o r t i g h t e n i n g a n d r e m o v i n g screws used f o r easy d r i v i n g of screws a n d n u t s e) used t o h o l d s m a l l objects 0 used t o h o l d objects, c u t o r b e n d t o u g h materials g) used t o d r i v e b o l t s a n d screws i n t o a hexagonal socket h ) used f o r c u t t i n g w i r e o r r e m o v i n g the insulation
56
7
IT support
Language Explaining the use of something used/use for + verb with -ing. This tool is used for tightening the We use this tool for tightening the used/use to + verb We use tweezers to hold small Tweezers are used to hold small screws. screws.
objects. objects.
Speaking
4
W o r k i n p a i r s . Talk a b o u t t h e t o o l s y o u use w i t h c o m p u t e r s . Say w h a t y o u use t h e m for. M a t c h t h e diagnostic t o o l s 1-4 t o t h e d e s c r i p t i o n s a-d.
Reading
5
a) It measures e l e c t r i c a l p r o p e r t i e s s u c h as AC o r DC voltage, c u r r e n t a n d resistance. It t r o u b l e s h o o t s e l e c t r i c a l p r o b l e m s i n b a t t e r i e s , p o w e r s u p p l i e s , a n d w i r i n g systems. b) It is an e l e c t r o n i c device t h a t checks t h e e l e c t r i c a l c o n n e c t i o n s i n w i r e d devices. c) It checks t h e s y s t e m a n d identifies p r o b l e m s i n different areas of t h e c o m p u t e r h a r d w a r e . It u s u a l l y checks t h e c o m p u t e r ' s m e m o r y , k e y b o a r d , m o n i t o r , s y s t e m p r o c e s s o r a n d h a r d d i s k speed. d ) It is a device w h i c h tests t h e o p e r a t i o n of t h e s y s t e m as i t b o o t s u p . It identifies s y s t e m e r r o r s w h e n t h e s y s t e m is d e a d o r u n a b l e t o s t a r t f r o m t h e h a r d d i s k o r CD. 6 N o w answer these q u e s t i o n s . 1 2 3 4 What What What What is a m u l t i m e t e r used for? is t h e cable tester used for? is a s y s t e m d i a g n o s t i c c a r d u s e d for? is t h e diagnostic software used for?
IT s u p p o r t
7
57
Customer service
Speaking L o o k at t h e c a r t o o n . H o w d o p e o p l e react w h e n t h e r e is a p r o b l e m w i t h t h e i r c o m p u t e r ? Why?
Listening
L i s t e n t o a p h o n e call t o a c o m p a n y IT h e l p desk. Choose t h e c o r r e c t answers a, b o r c, t o t h e q u e s t i o n s . 1 2 3 4 W h a t is Tuka's p r o b l e m ? a) c a n ' t p r i n t o u t b) has lost files H o w does T u k a sound? a) w o r r i e d b) a n g r y c) t i r e d c) is n o t c o n n e c t e d t o t h e n e t w o r k
W h a t is t h e p o s s i b l e cause of t h e p r o b l e m ? a) a h a r d w a r e u p g r a d e b) a s e r v e r p r o b l e m c) a software u p g r a d e W h a t is t h e h e l p desk t e c h n i c i a n ' s first suggestion? a) go t o a folder o n t h e s e r v e r b ) go a folder o n t h e d e s k t o p c) go t o a folder o n t h e C d r i v e W h a t is t h e h e l p desk t e c h n i c i a n ' s s e c o n d suggestion? a) He w i l l call b a c k i n five m i n u t e s , b) He w i l l c o m e d o w n t o Tuka's office, c ) He w i l l get h e l p f r o m s o m e o n e else.
5
3
L i s t e n again a n d c o m p l e t e t h e t e c h n i c i a n ' s sentences. How can I I I'm. Good Listen a n d repeat t h e t e c h n i c i a n ' s sentences. . you! . w e can find y o u r file. go t o t h e search b o x
Writing
5
W o r k i n p a i r s . W r i t e a s h o r t d i a l o g u e b e t w e e n an IT h e l p desk t e c h n i c i a n a n d a colleague a b o u t a s o f t w a r e o r h a r d w a r e p r o b l e m . Use t h e phrases f r o m 3. W o r k i n pairs. Read y o u r dialogues t o t h e rest of t h e class.
Speaking
6
58
' support
Business matters
Reading 1 You w o r k as an IT h e l p desk t e c h n i c i a n . Y o u are r e s p o n s i b l e for these t i c k e t s f r o m colleagues i n y o u r c o m p a n y . Read t h e t i c k e t s . W h a t are t h e p r o b l e m s ? Help Desk ticket Date Name Problem 11.11 Clare I can't connect to the network. Date Name Problem Help Desk ticket 12.11 Simone My computer fan is very noisy.
Help Desk ticket Date Name Problem 10.11 Ben I can't print out.
Contact Service Person
0504446231 You
Contact Service Person
0504445558 You
Contact Service Person
0504446553 You
Writing
2
Choose o n e of t h e H e l p Desk t i c k e t s f r o m 1. W r i t e q u e s t i o n s for t h e fault diagnosis a n d p o s s i b l e s o l u t i o n s . Example: Is there an error message your on your screen? What does it say? Have you tried restarting computer? Service Report Date Name Fault diagnosis questions Possible solutions
Speaking
3
W o r k i n p a i r s . Roleplay t h e c o n v e r s a t i o n s a b o u t t h e p r o b l e m s . Student A is t h e h e l p desk t e c h n i c i a n a n d Student B is t h e colleague.
T H P
c* £±r*nv\ ¥-%7
,
•
t
a
^ about security solutions
•l-l
0
o C v * L I I . l L j r
0
• e x p r e s s possibility a n d p r o h i b i t i o n * report events and incidents • r e c o m m e n d improvement actions
„ _ J
n f r t f T T V
C X L 1 vJ.
o d l C l
Security solutions
Speaking 1 W o r k i n p a i r s . Make a list of a l l t h e different w o r d s a b o u t s e c u r i t y t h r e a t s a n d attacks y o u c a n t h i n k of. Read t h e d e s c r i p t i o n s 1-8. M a t c h t h e w o r d s i n t h e b o x t o t h e d e s c r i p t i o n s . adware Trojan hacker virus browser hijacker worm malware attack spyware
Reading
2
Malicious software that can copy itself and infect the system. (1).
A program which is usually free but contains malicious files. (8) .
Affects privacy. It does not take control of a computer system, but sends information about the use of a computer system. (2)
Spreads without the user taking action and usually acts in operation system. (3)
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)
Speaking
3
Have y o u ever h a d a c o m p u t e r s e c u r i t y threat? Has anyone ever hacked i n t o y o u r c o m p u t e r system? Use t h e w o r d s a n d phrases i n 2 t o describe w h a t happened. W o r k i n s m a l l g r o u p s . Discuss w h a t y o u c a n d o t o s t o p these p r o b l e m s .
4 60 8 IT security and safety
Vocabulary
5
M a t c h t h e s e c u r i t y s o l u t i o n 1 -5 t o its p u r p o s e a-e. 1 2 3 4 5 a firewall — a n t i v i r u s software authentication 1 username, p a s s w o r d a n d biometric scanning encryption a) p r e v e n t s damage t h a t v i r u s e s m i g h t cause b) m a k e s u r e o n l y a u t h o r i s e d p e o p l e access the network c) checks t h e user is a l l o w e d t o use s y s t e m d ) b l o c k s u n a u t h o r i s e d access codes e) p r o t e c t s t h e s y s t e m f r o m p u b l i c access
Listening
6
L i s t e n t o t h i s d i a l o g u e a n d answer t h e q u e s t i o n s . L u d e k has asked his IT e x p e r t f r i e n d , Ales, for h e l p . 1 2 3 4 5 6 W h y does L u d e k w a n t Ales t o c h e c k his laptop? W h y is L u d e k w o r r i e d t h a t he m a y lose his project? W h a t does Ales t h i n k has h a p p e n e d t o Ludek's l a p t o p . W h y does he r e c o m m e n d L u d e k installs an anti-spyware software? W h y is i t i m p o r t a n t t o have a n e t w o r k access password? W h a t w i l l Ales d o for Ludek?
Language Expressing possibility We use may/might + infinitive without to to talk about things that are possible now or in the future. You may have a virus on your computer. The program might not run properly.
Speaking
7
W o r k i n p a i r s . Practise g i v i n g a d v i c e t o a non-IT e x p e r t o n p r o t e c t i n g their computer. Example: Non-IT expert: What should I do to stop ... ? Expert: You should ... .It may/might....
Workstation health and safety
Speaking 1 W o r k i n p a i r s . Make a list of c o m p u t e r h e a l t h a n d safety p r o b l e m s . C o m p a r e y o u r list w i t h a n o t h e r pair. Label t h i s d i a g r a m w i t h t h e a d v i c e 1-8. 1 2 3 4 5 6 7 8 T h e r e s h o u l d be clearance u n d e r t h e w o r k surface. You s h o u l d have y o u r feet flat o n t h e floor. Make sure y o u r f o r e a r m s a n d h a n d s are i n a s t r a i g h t line. Your l o w e r b a c k s h o u l d be s u p p o r t e d . Your screen s h o u l d be p o s i t i o n e d t o a v o i d reflected glare. Keep y o u r s h o u l d e r s relaxed. You s h o u l d have y o u r t h i g h s t i l t e d slightly. Make s u r e t h e t o p of t h e screen is at o r s l i g h t l y b e l o w eye level.
Vocabulary
2
Speaking
3
W o r k i n p a i r s . A n s w e r these q u e s t i o n s a b o u t t h e advice i n 2. 1 2 3 Do y o u always f o l l o w t h e advice? W h a t o t h e r t h i n g s can y o u r e c o m m e n d for g o o d c o m p u t e r use? Have y o u h a d ( o r g i v e n ) c o m p u t e r use training?
4
W o r k i n p a i r s . Practise g i v i n g i n s t r u c t i o n s t o each other. Example: Make sure you ....
62
8
IT security and safety
Reading
5
Read t h i s list of rules for u s i n g a c o m p a n y c o m p u t e r . W h i c h ones d o y o u follow? Why?
COMPUTER DOS AND DON'TS
Things you should do:
- Run Scandisk regularly to check and repair your file systems. - Connect all peripherals before you switch the computer on. - Keep your keyboard and screen clean. - Keep CDs and DVDs in covers and hold them by the edge when using. - Always shut down your laptop computer first if you need to move it. - Secure your hardware from sudden power surges.
Things you should not do:
- Do not disconnect the keyboard, mouse, monitor, printer or any peripheral if the PC is on. - Don't eat food or drink near the keyboard and computer. Don't blow smoke over your PC. - Don't move or lift your desktop computer when it's on. Don't drop your laptop. - Don't clean your hardware with a household polish or cleaner. - Don't turn your computer off for lunch breaks. - Don't load unauthorised software.
Vocabulary
6
M a t c h t h e v e r b 1-5 w i t h t h e n o u n a-e. 1 2 3 4 5 s w i t c h / t u r n off — eat connect load run a \ \ \ ) b) c) d) e) software software peripherals food the computer
Speaking
7
W o r k i n p a i r s . Discuss w h a t o t h e r rules y o u c a n a d d t o t h e t w o lists i n 5. Compare y o u r list w i t h a n o t h e r pair. W h a t is t h e m o s t i m p o r t a n t r u l e y o u c a n give a b o u t c o m p u t e r use? W o r k i n pairs. Practise g i v i n g advice t o each other. Example: Always ... ./You should ....
8
IT security and safety
8
63
Security procedures
Speaking 1 W h a t s e c u r i t y procedures are y o u familiar w i t h ? Make a list and share it w i t h t h e group. Read t h i s text o n s e c u r i t y a n d m a t c h t h e headings i n t h e b o x w i t h t h e paragraphs 1 -5. Data transfer a n d backup Password recommendations Safety security requirements Email a n d network usage Reporting IT security incidents
Reading
2
S y s t e m s a n d n e t w o r k
security
All employees must follow security and safety procedures approved by the management. 1 Only install and use software that the management has approved. Install the latest antivirus and antispyware tools. Keep current with security software updates and patches. Follow office health and safety standards. 2 Choose a password that is difficult to guess: use between 6 and 8 characters, have letters in upper and lower case and intermix letters, numbers, and punctuation marks. Keep your password private. Change your password every 9 weeks. 3 Configure your email software to use secure protocols. Use company official e-mail software only. Always double check that you are sending your message to the right recipient. Do not send sensitive data over the network. Use mail encryption to send sensitive data. Do not download unknown files or files for private use, such as movies and music. 4 Transfer files via a secure connection. Back up files regularly on the server in your homefolder. Do not use external drives. 5 Employees must notify their supervisor or IT help desk about any damage, misuse, irregularities or security breaches.
Vocabulary
3
M a t c h t h e v e r b 1-6 w i t h t h e n o u n a-f. transfer install follow use notify report "v N. a) p r o t o c o l s b ) software c) procedures d ) files e) an i n c i d e n t f) a s u p e r v i s o r — • • i s — p -
•• i
to 64
9
Speaking
4
W h a t are t h e m o s t i m p o r t a n t p r o c e d u r e s t o f o l l o w i n t h e d o c u m e n t i n 2? W h i c h p r o c e d u r e s d o p e o p l e s o m e t i m e s n o t follow?
Language Expressing prohibition a rule or requirement (We use these when it is necessary not to do this or to tell someone not to do something.) a strong recommendation (We use this to give advice.) You mustn't give your password to anyone. You aren't allowed/permitted to share your password with anyone. You shouldn't use your date of birth in your password. (It is not a good idea to do this)
Listening
5 1 2 3 4 5
«j U
L i s t e n a n d repeat these sentences.
You m u s t n ' t p u t y o u r c u p of coffee o n t h e c o m p u t e r . You m u s t n ' t w o r k w i t h o u t breaks. You aren't a l l o w e d t o s m o k e i n t h e office. We aren't a l l o w e d t o send p r i v a t e emails. You s h o u l d n ' t eat l u n c h at y o u r desk.
Speaking
6
W o r k i n s m a l l g r o u p s . Talk a b o u t t h e c o m p u t e r regulations i n y o u r c o m p a n y o r college. Use you mustn't, you aren't allowed to a n d you shouldn't. Write a d o c u m e n t listing t h e regulations y o u talked about i n 7. Use these headings.
Writing
7
P e r s o n a l u s e of c o m p u t e r s
1—
Security
Health and safety ~L_ Reporting problems
IT security and safety
65
Reporting incidents
Speaking Reading 1 2 Have y o u ever r e p o r t e d a s e c u r i t y i n c i d e n t ? W h a t was i t about? Read these five IT i n c i d e n t s i n a c o m p a n y .
•
Incident report
Date: Report for: Report prepared by: Incident:
0Z.05
Miley O ' r W a Ann Greshon teacher; has accessed t h e database t o change students grade
Recommendations:
Incident report
Date:
Incident:
employee has changed the printer settings
Recommendations:
•
Report for: Report prepared by: Incident:
e,Mp\oqec's ckildrc*. Wave. m.s-h»ll&J cpme.s on. coMpaAt^S. laptop
Recommendations:
Incident report
Date:
Incident:
•
Recommendations: Report for: Report prepared by: Incident:
ernptOyee W\S> I n s t a l l e d P2.P s o f toooxre
Recommendations:
Speaking
3
W o r k i n pairs. Grade t h e i n c i d e n t s : 1 = t h e least serious. 5 = t h e m o s t serious. T h e n c o m p a r e y o u r grades i n s m a l l groups. W r i t e a s h o r t r e p o r t t o t h e IT s u p e r v i s o r o n t h e m o s t serious i n c i d e n t . You w i l l need t o give r e c o m m e n d a t i o n s o n h o w t o deal w i t h t h e i n c i d e n t .
Writing
4
66
8
IT security and safety
Business matters
Reading W o r k i n p a i r s . You are systems safety c o o r d i n a t o r s . You have already c o m p l e t e d t w o i n s p e c t i o n s of t h e IT systems i n QuickFix L t d . T h e first i n s p e c t i o n was a b o u t n e t w o r k s e c u r i t y a n d t h e s e c o n d a b o u t h e a l t h a n d safety i n a w o r k p l a c e . Your i n v e s t i g a t i o n s h o w s t h a t t h e c o m p a n y has v e r y p o o r s e c u r i t y a n d safety systems. L o o k at t h e p i c t u r e s a n d make notes.
Computer
•
Speaking
2
Based o n t h e i n f o r m a t i o n i n t h e p i c t u r e s a n d y o u r notes, present y o u r r e p o r t after t h e i n s p e c t i o n s . Student A: t a l k a b o u t h e a l t h a n d safety i n t h e w o r k p l a c e . Student B: talk a b o u t n e t w o r k security. IT security and safety 8 67
1 Working i n the IT i n d u s t r y
B u s i n e s s matters S p e a k i n g e x e r c i s e 4 page 11 Student A : Y o u w o r k as an I T H e l p Desk Coordinator (Mrs M a h m o u d ) . Y o u receive an e-mail f r o m a new employee. Call Sharifa. T e l l her w h e n her t r a i n i n g is and answer her questions.
3 Websites
Website analytics Speaking e x e r c i s e 8 page 23 Student A : G i v e Student B i n f o r m a t i o n about website traffic to your company's website. A s k about his or her website. Your company:
N u m b e r o f visitors: 2 m i l l i o n each year V i s i t o r location: East Asia, A u s t r a l i a and N e w Zealand L e n g t h o f t i m e on site: 10 m i n u t e s
6 Network systems
B u s i n e s s matters S p e a k i n g e x e r c i s e 4 page 51 Student A Wednesday m o r n i n g — w o r k e d at home afternoon — w e n t to the d e n t i s t Thursday m o r n i n g — w e n t to a company to check t h e i r n e t w o r k afternoon — installed n e t w o r k security at the company
Partner files
7 IT s u p p o r t
Fault diagnosis S p e a k i n g e x e r c i s e 8 page 53 Student A 1 Call the I T help desk. Y o u cannot access m a i l server. A s k for help. Y o u changed your password last week.
Student A 2 H e l p Student B w i t h the p r o b l e m . A t the m o m e n t the I n t e r n e t connection is d o w n . T r y again later.
Student A 3 C a l l the I T help desk. Y o u can't p r i n t o u t on n e t w o r k . A s k for help.
Student A 4 H e l p Student B w i t h the p r o b l e m . Change screen resolution?
Partner files
69
Audio script
UNIT 1 Working in the IT industry
Hi, I'm Karl. I'm a software developer. I design [ N = Natasha; K = K h a l i d ] 1 N: H i , m y n a m e ' s N a t a s h a . K: P l e a s e d t o m e e t y o u . I ' m K h a l i d A l i . N: P l e a s e d t o m e e t y o u , t o o . [P = P h i l l i p ; A = A h m e d ] 2 P: G o o d m o r n i n g . W h a t ' s y o u r n a m e ? A: I ' m A h m e d . A n d y o u are? a n d develop c o m p u t e r games. T h a n k y o u . Good afternoon everyone, I'm Heba. I'm a system analyst. I solve c o m p u t e r problems. Nice t o meet y o u all. Hi, M y name's Wojtek. I'm a database administrator. I analyse and present data. Thank you.
P: M y n a m e ' s P h i l i p . N i c e t o m e e t y o u . [T = T i m ; A = All; I = Ingrid; L = Linda] 3 T: H i e v e r y b o d y , t h i s is I n g r i d . A: H i ! T : I n g r i d , t h i s is A h m e d , L i n d a , M o h a m m e d and Mansoor. I: N i c e m e e t i n g y o u a l l . L: L i k e w i s e . T: W e l c o m e t o t h e t e a m a n d g o o d l u c k . [A = A h m e d ; B = Betty; M = Milo] A: W h e r e d o y o u w o r k , B e t t y ? B: I w o r k f o r D e l l i n D u b a i . W h a t a b o u t y o u ? A: I w o r k f o r HP i n B u d a p e s t . W h a t d o y o u d o , Milo? M : I'm a software developer. I w o r k for M i c r o s o f t i n Prague. B: M i l o , d o y o u k n o w F r i d a ? M : Yes, I d o . W h a t d o y o u w a n t t o k n o w ? B: W h e r e d o e s s h e w o r k ? M : She w o r k s w i t h m e i n P r a g u e . She d e s i g n s A: websites for E-commerce. I see. R i g h t , let's go. T h e w o r k s h o p s t a r t s i n five m i n u t e s .
[Ka = K a t h r y n ; K = Karim] Ka: K a r i m , w h a t d o y o u d o ? K: I ' m a n e t w o r k a d m i n i s t r a t o r . W h o d o y o u w o r k for? Ka: I w o r k f o r CISCO. I ' m a s y s t e m a n a l y s t t h e r e . W h e r e are y o u f r o m , K a r i m ? K: I ' m f r o m K u w a i t . I w o r k f o r M i c r o s o f t t h e r e . A n d w h e r e are y o u f r o m , K a t h r y n ? Ka: I ' m f r o m t h e U K b u t n o w I l i v e i n Qatar. D o y o u k n o w w h e r e Glenda's from? K: She's f r o m t h e US. Ka: A n d w h a t ' s h e r j o b ? K: She w o r k s f o r I B M . H e r j o b is t o set u p n e w systems.
1 2 3 4 5
Where do y o u work? W h a t about you? W h a t d o y o u do? What do y o u want to know? Where does she w o r k ?
I ' m , Y o u ' r e , She's, He's, I t ' s , W e ' r e , T h e y ' r e
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Audio script
Q8 [P P: D: P: D: P: = Penelope; D = Don] H i , D o n . H o w are y o u ? I ' m fine, t h a n k s , P e n e l o p e . A n d y o u ? I ' m OK. B i t t i r e d f r o m t h e f l i g h t . Right. What w o r k s h o p do y o u w a n t to a t t e n d today, Don?
11 [A = Andrei; B = Bob] A: B o b , c a n y o u h e l p m e , please? B: Sure. A: I d o n ' t u n d e r s t a n d t h i s a c r o n y m . W h a t d o e s it s t a n d for? B: L e t m e see. W 3 . I ' m n o t s u r e . M a y b e W W W , A: B: A: B: A: B: A: B: the W o r l d W i d e Web. OK. W h a t d o e s P2P s t a n d for? It s t a n d s f o r p e r s o n - t o - p e r s o n . OK. W h a t d o e s IP m e a n ? It m e a n s I n t e r n e t P r o t o c o l . How do y o u spell 'Protocol'? p - r - o - t - o - c - o - 1 . Thanks. You're welcome.
D: I w a n t t o go t o t h e CISCO n e t w o r k s e c u r i t y workshop. P: S o u n d s i n t e r e s t i n g . W h a t t i m e d o e s i t s t a r t ? D: It s t a r t s at 9.15. P: A n d w h e n d o e s i t f i n i s h ? D: It f i n i s h e s at 4.00 i n t h e a f t e r n o o n . P: W e l l , I w a n t t o a t t e n d t h e M i c r o s o f t W i n d o w s A p p l i c a t i o n s w o r k s h o p . It b e g i n s at 8.30 a m a n d e n d s at 6.00 p m . B u t t h e y h a v e t w o b r e a k s , at 10.30 a n d 12.45. D: T h a t ' s g o o d . P: H o p e y o u e n j o y y o u r s e s s i o n . D: Y o u t o o . See y o u a r o u n d . * 9 1 2 3 4 5 6 7 8 I 1 2 3 7.05 6.45 8 o'clock 10.45 4.35 2.15 12 o ' c l o c k 9.50 Oio |
a h j k b c d e g p t v z f 1 m n s x z iy o q u w r
UNIT 2 Computer systems
[B = Bob; D = Daisy] B: W h a t d o y o u t h i n k ? W h i c h l a p t o p is b e t t e r D: B: D: B: D: B: D: B: f o r t h e sales t e a m ? I'm n o t sure. T h i s c o m p u t e r has a bigger m e m o r y a n d I t h i n k i t has a b e t t e r processor. A n d t h e o t h e r one? W e l l , i t is s m a l l e r . A n d lighter. Yes, y o u ' r e r i g h t . L i g h t e r a n d s m a l l e r . B u t t h e b i g g e r o n e is c h e a p e r . So w h a t is o u r d e c i s i o n ? I ' m n o t s u r e . L e t ' s go f o r a coffee a n d d i s c u s s this again.
It f i n i s h e s at 5.00. It e n d s at 8.00. It s t a r t s at 6.00.
Audio script
71
1 2 3 4 5 6 7 8 9
lighter m o r e efficient longer wider heavier faster darker softer harder
[P = P a u l ; B = B r i n i t h a ] P: H i , B r i n i t h a . B: H i , P a u l . P: H o w ' s i t going? B: Fine, f i n e . P: W h a t are y o u d o i n g at t h e m o m e n t ? B: O h , I ' m i n s t a l l i n g N e r o . P: B: P: B: P: B: H o w are y o u g e t t i n g on? Well, I'm setting u p a n e t w o r k . I'm using M i c r o s o f t Server. R i g h t . W h e r e is J a c k i e t o d a y ? D o y o u k n o w ? Yes. She is o n a t r a i n i n g c o u r s e t o d a y . She's learning a b o u t the new database system. What about M a r y and Imran? Where are t h e y ? T h e y aren't c o m i n g in today. T h e y have a d a y off.
10 more durable
[T = T i m ; S = Simone] T: S: T: S: T: S: T: S: T: S: T: S: T: S: T: S: What do y o u t h i n k about these three p h o t o imaging packages? It's a d i f f i c u l t c h o i c e . A l l t h r e e are v e r y g o o d but t h e y have different strengths. I agree. Serif I m a g e Plus has t h e b e s t i m a g e correction. OK. B u t M a g i c E x t r e m e h a s t h e fastest p r o c e s s i n g of i m a g e s . Y o u ' r e r i g h t . A l s o , Serif h a s t h e b e s t s p e c i a l effects. B u t w h a t a b o u t Snap Pro? W e l l , i t has t h e b e s t d u b b i n g o p t i o n s . A n d Snap Pro is t h e b e s t f o r b u r n i n g p h o t o s . I ' m n o t s u r e . Serif h a s t h e m o s t e f f i c i e n t compression. W h i c h is t h e m o s t e x p e n s i v e ? O h , Serif I m a g e P l u s . A n d t h e cheapest? Snap P r o . Let's get Snap P r o t h e n . I'm still n o t sure!
1 2 3 4 5
W h a t are y o u d o i n g now? Are they setting up the network? She's w o r k i n g at h o m e t o d a y . I'm not installing the software. We're n o t using Word.
UNIT 3 Websites
1 2 3 4 W h i c h w e b s i t e s d o y o u use? W h y do y o u use Wikipedia? W h a t d o y o u u s e C N N for? W h e n d o e s s h e u s e CNN?
1 2 3 4 5 6 7 8
We've got the best software. Does it have t h e m o s t reliable a n t i - v i r u s software? She has t h e c h e a p e s t c o m p u t e r . T h e y haven't got the latest version. D o y o u h a v e t h e fastest Has i t g o t W i n d o w s ? T h e y have t h e latest software. It has t h e b i g g e s t s c r e e n . processor?
[S • S a r a h ; G = G e o r g e ] S: G e o r g e , I n e e d s o m e i n f o r m a t i o n a b o u t o u r website. G: OK, w h a t d o y o u n e e d t o k n o w ? S: W e l l , I n e e d s o m e i n f o r m a t i o n a b o u t w e b s i t e traffic, y o u know, external visits t o o u r website. G: OK. S: C o u l d y o u d o a r e p o r t f o r me? G: Sure. W h e n d o y o u n e e d i t b y ? S: Er, t o m o r r o w m o r n i n g , I ' m a f r a i d . It's f o r t h e finance director. G: OK, w h a t d o y o u n e e d t o k n o w e x a c t l y ? S: W e l l , t h e n u m b e r of v i s i t o r s t o o u r w e b s i t e last m o n t h , t h e i r m o v e m e n t s a n d actions o n the website, and where they're from. G: OK, I c a n d o t h a t . S: T h a n k s v e r y m u c h i n d e e d .
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Audio script
O 21 1 2 3 H o w m a n y p e o p l e v i s i t t h e site? W h e r e d o t h e y go o n t h e w e b s i t e ? How long do they spend on the website? Q 22 1 30,000 2 3 4 5 700,000 10,000,000 100,000 80,000 C: I: C: I: C: I:
Q 25 [I = IT expert; C = Colleague] I: R i g h t , t h e f i r s t s t e p i n t h e p r o c e s s is y o u gather the raw data w h i c h y o u want to p r o c e s s . T h a t ' s c a l l e d c o l l e c t i o n . OK? C: I: Yes, d a t a c o l l e c t i o n . G o o d . T h e s e c o n d s t e p is y o u c r e a t e categories t o organise the data i n t o relevant g r o u p s . We c a l l t h a t s o r t i n g . U n d e r s t o o d ? Sorting, right. T h e n we arrange a n d systemise the data. That's coding. Got that? Yes, I t h i n k so. T h e t h i r d s t e p is c o d i n g . After that, we enter the data into a system. That's entry. OK. Then, we clean the data and double-check for faults a n d inconsistencies. That's t h e v a l i d a t i o n p a r t of t h e p r o c e s s . Fine. V a l i d a t i o n . F i n a l l y w e f o r m a t a n d a r r a n g e t h e d a t a so that it can be analysed. That's tabulation. A l l right? Thanks very much. No problem. 26 1 2 4 5 6 i 8 9 entry collection validation sorting coding gather create arrange
UNIT 4 Databases
0 23
[C = C h r i s ; T = T i m ] C: T i m , c o u l d y o u h e l p m e a m o m e n t , please? T: Sure. W h a t ' s t h e p r o b l e m ? C: T: C: T: C: T: I need some i n f o r m a t i o n about a b o o k budget from the database. OK.
C: I:
B u t I d o n ' t k n o w h o w t o get i t . No p r o b l e m . So w h a t d o I d o f i r s t ? Enter y o u r name and p a s s w o r d a n d press enter. C: E r m . . . ? T: You h a v e g o t a p a s s w o r d ? C: E r m , I c a n ' t r e m e m b e r i t . T: Use m i n e . T y p e i n t e v a n s , t h a t ' s t - e - v - a - n - s , t h e n snavet s - n - a - v - e - t . C: OK. T: N o w p r e s s Enter. N o w w h a t is t h e n a m e of the book? C: Basic French. T: OK. T y p e i n t h a t i n t h e t i t l e f i e l d i n t h e f i r s t c o l u m n . N o w Press F i n d . T h e r e i t is. OK, budget. Click o n Publishing and scroll d o w n t o P l a n t Costs a n d c l i c k o n t h a t .
C: I:
3 tabulation
10 enter 11 d o u b l e - c h e c k 12 f o r m a t
C: G o o d . T h e r e ' s t h e b u d g e t i n t h e s e c o n d r o w . Thanks, Tim. T: N o p r o b l e m .
fjl 27
1 2 3 4 5 6 emerging technology cloud computing data storage hard drive external drives back-up providers
1 2 4 5
C o u l d y o u h e l p m e please? Please c o u l d y o u h e l p me? Please c o u l d y o u e x p l a i n h o w t o d o t h a t ? Please w o u l d y o u g i v e m e y o u r p a s s w o r d ?
3 Would y o u help me w i t h this software?
Audio script
73
[T = T i m ; S = Sandy] T: Sandy, c o u l d y o u g i v e m e s o m e a d v i c e o n storage devices? S: Sure. H o w c a n I h e l p ? T: I ' m a b i t w o r r i e d a b o u t m y c o m p u t e r S: T: S: T: S: at h o m e . Right. I've g o t l o t s of m u s i c a n d p h o t o s o n m y computer and I think I should back t h e m up. I know what y o u mean. What s h o u l d I buy? I'd r e c o m m e n d an e x t e r n a l h a r d d r i v e . That's w h a t I've g o t a t h o m e . H o w m u c h c a n y o u spend? $200. T h a t s h o u l d be fine. You s h o u l d be able t o get s o m e t h i n g g o o d f o r t h a t . O h , o n e t h i n g : I ' d r e a l l y r e c o m m e n d y o u get o n e t h a t b a c k s up automatically from your computer when it is c o n n e c t e d .
1 2 3 4 5 6
open an account go t o t h e c h e c k - o u t p u t an i t e m in t h e basket browse the website choose an i t e m check the order
1 2 3 4 5
T h e c o m p a n y w o n ' t p r o v i d e I n t e r n e t access to all employees. I'll do the security checks and then upgrade this week. W h e n will y o u finish the work? Yes, I w i l l . No, she w o n ' t .
T: S:
UNIT 5 E-commerce
[ M = Monika; S = Shayan] M: Shayan, can y o u explain h o w a c u s t o m e r completes an online transaction? S: OK, i t ' s v e r y easy. F i r s t , t h e c u s t o m e r w i l l p l a c e a n o r d e r . T h e seller's w e b s e r v e r w i l l c o n f i r m a v a i l a b i l i t y of t h e p r o d u c t a n d s e n d a response. After that, the customer checks out and completes the payment instructions. T h e n the server w i l l send a payment request t o a p a y m e n t gateway. T h e p a y m e n t g a t e w a y will check the buyer's ability to pay w i t h the b a n k . OK?
[I = Interviewer; D = David] I: D a v i d , t e l l m e , h o w m u c h of y o u r b u s i n e s s is online now? D: I: D: N o t m u c h , really. O n l y a b o u t 7%. Why's that, do y o u think? W e l l , m o s t of o u r c u s t o m e r s b u y o u r cleaning products in supermarkets w h e n they b u y their food. A n d most people g o o u t t o b u y t h e i r f o o d . T h e y go t o t h e supermarket. Do y o u t h i n k t h i s w i l l change? P r o b a b l y b u t slowly. Last year o u r o n l i n e b u y i n g w a s a b o u t 5% of o u r b u s i n e s s . So, i t is g r o w i n g a l i t t l e . Yes, b u t o n l y a l i t t l e . A n d i n f u t u r e o u r customers will still buy our products from the supermarkets o n their websites. I don't t h i n k t h e y w i l l b u y online f r o m us direct.
I: D: I: D:
M : Fine. Go o n . S: T h e b a n k w i l l r e s p o n d a n d s e n d p a y m e n t acceptance o r r e j e c t i o n t o t h e seller's w e b s e r v e r t h r o u g h t h e p a y m e n t gateway. Finally, t h e c u s t o m e r w i l l r e c e i v e t h e s e r v e r response w i t h the order confirmation or rejection. M: W i l l t h e c u s t o m e r have t o register? S: Yes, a l l b u y e r s m u s t h a v e t h e i r a c c o u n t s before t h e y c o m p l e t e the transaction. M: Thank you. Now I understand.
1 2 3 4 5
n o t a l o t of t i m e too much work only a little money a few c o m p u t e r s a l o t of m e m o r y
74
Audio script
UNIT 6 Network systems
O 34 [A = A g a t h a ; K = K a t h a r i n a ] A: H i , K a t h a r i n a . It's g o o d t o see y o u a g a i n . H o w are y o u ? K: I ' m fine. A n d y o u ? A: Fine, t h a n k s . K: A: K: A: I ' m really glad t o hear a b o u t y o u r success. Thank you. So h o w c a n I h e l p y o u ? I w a n t e d t o see y o u b e c a u s e I n e e d y o u r a d v i c e . We t h i n k w e s h o u l d offer o u r products a n d services online t o increase o u r market share. W h a t d o y o u think? That's a great idea. Y o u s h o u l d d e f i n i t e l y d o that. G o o d . So w h a t e x a c t l y s h o u l d I d o ? I'd r e c o m m e n d t h a t y o u set u p a n B: A: B: A: B: A:
O 36 [B = Boris; A = Ahsan] I have a p r o b l e m w i t h t h e n e t w o r k d o w n l o a d s p e e d . W h a t c a n y o u suggest? W h y don't y o u change t h e hub? I d o n ' t t h i n k t h a t w i l l w o r k . T h e h u b is fine. OK. H o w about adding a repeater then? H m m , I ' m n o t sure it w i l l help. It's n o t a p r o b l e m w i t h t h e signal strength. OK, t h e n y o u s h o u l d c h e c k t h e cables a n d n e t w o r k devices t o make sure that they are compatible with your network. What about changing the modem? I d o n ' t t h i n k it's necessary. I t h i n k it's a problem w i t h t h e bridge, switch o r t h e router. You s h o u l d look at t h e specifications. OK, I w i l l . T h a n k s for y o u r h e l p . W h y d o n ' t y o u check user recommendations o n t h e i n t e r n e t as w e l l ? Good idea. I'll d o t h a t . tj0 37 1 2 3 W h y don't y o u change t h e modem? H o w about c o n n e c t i n g a repeater? What about looking o n the website? O 38 1 2 3 4 5 When d i dthey start work? T h e y installed t h e c o m p u t e r s yesterday. We d i d n ' t w o r k last week. She w e n t t o t h e office o n S u n d a y . Did y o u finish t h e report? 0 39 [K = Karoline; S = Sam] K: S: H o w d o y o u describe n e t w o r k speed? I n bits, kilobits, megabits a n d gigabits. They describe n e t w o r k speed. For example, dialu p c o n n e c t i o n s a l l o w 56 k i l o b i t s p e r s e c o n d a n d DSL f r o m 512 k i l o b i t s p e r s e c o n d t o 3 megabits per second. O K . I've g o t t h a t . W h a t a b o u t t h e range? Range is t h e d i s t a n c e of n e t w o r k c o v e r a g e , so d i s t a n c e u n i t s r e p r e s e n t n e t w o r k r a n g e . Most countries use metric b u t some use feet as u n i t s of m e a s u r e m e n t . M e t r e s o r feet u s u a l l y d e s c r i b e t h e r a n g e of a n e t w o r k . Home n e t w o r k i n g routers s u p p o r t a range u p t o 150 feet o r 46 m e t r e s i n d o o r s a n d 3 0 0 feet o r 92 m e t r e s o u t d o o r s . Thanks.
B: A:
K: A: K:
B: A: B:
E-commerce flower shop. A: OK. K: I ' l l s e n d y o u a n e-mail w i t h s o m e recommendations. A: O h , t h a n k y o u v e r y m u c h . We o u g h t t o b e K: r e a d y f o r M o t h e r ' s Day. I n t h a t case, I ' d s u g g e s t w e s t a r t r i g h t away. Let m e a s k y o u s o m e q u e s t i o n s ... 0 35 1 modem 2 3 4 5 6 7 8 9 repeater bridge router gateway switch hub wireless access p o i n t
10 n e t w o r k c o n n e c t o r s 11 n e t w o r k i n t e r f a c e c a r d K: S:
K:
Audio script
75
1 2 3 4 5
77 k i l o b i t s p e r s e c o n d 5 megabytes a second 2 gigabytes per m i n u t e 250 m e t r e s 40 feet
1 2 3 4 5
Have y o u r u n the c o m p u t e r in the battery mode? H o w l o n g h a v e y o u h a d t h e iPad? Have y o u charged the battery? Has h e o p e n e d t h e file? Has s h e e n t e r e d h e r u s e r n a m e a n d password? Have t h e y changed the Internet Service Provider? H a v e y o u c h e c k e d t h e r e m a i n i n g d i s k space? Have y o u installed or uninstalled software recently? Has D i l l i p u p d a t e d t h e d r i v e r s r e c e n t l y ? 0>44
UNIT 7 IT support
6 041 [H = Haider; M = M a r y a m ] H : H e l l o , I T H e l p Desk. M : H i , t h i s is M a r y a m f r o m H u m a n R e s o u r c e s . H : H i , t h i s is H a i d e r . H o w c a n I h e l p y o u , Maryam? M : I s w i t c h e d m y c o m p u t e r off y e s t e r d a y a n d today I can't t u r n it on. H : W h a t t y p e of c o m p u t e r d o y o u h a v e ? M : I ' m n o t s u r e . It's a d e s k t o p c o m p u t e r . H: It w o r k e d f i n e y e s t e r d a y . D o n ' t w o r r y . Have y o u checked t h e cable 7 8 9
connections? M : N o , I h a v e n ' t . I c a n see s o m e c a b l e s b u t I d o n ' t k n o w w h i c h c a b l e goes w h e r e . H: M a k e s u r e a l l c a b l e s are t i g h t a n d f u l l y plugged in. M : O k , g i v e m e a sec. O h , I t h i n k I've f o u n d t h e p r o b l e m . I h a v e o n e c a b l e t h a t is u n p l u g g e d . It's t h e p o w e r c a b l e . W h e r e d o e s i t go? H: T h e p o w e r c a b l e s h o u l d go i n t h e t h r e e pronged port on the computer.
Customer 1 Today is 5 May. Please leave your message after the tone. H i . M y n a m e is B o l e k . I've r e c e i v e d a W o r d File b u t i t w o n ' t o p e n i n Office. C a n y o u h e l p ? M y c o n t a c t n u m b e r is 050 444 5553. T h a n k y o u . Thank you for your call. The service person is Alex. Customer 2 Today is 16 June. Please leave your message after the tone. H i , m y n a m e is Sara. I've l o s t a file t h a t I o p e n e d f r o m a n a t t a c h m e n t . Please h e l p . M y c o n t a c t n u m b e r is 055 8214328. T h a n k y o u . Thank you for your call. The service person is James. Customer 3 Today is 13 July. Please the tone.
M : OK, d o n e . Let m e t r y n o w . It's w o r k i n g fine. S o r r y a b o u t t h a t . S t u p i d of m e . H: M a y b e t h e c l e a n e r s d i s c o n n e c t e d y o u r PC b y m i s t a k e last night. M: Maybe. Good, we've solved the problem. T h a n k y o u , Haider. H: Y o u ' r e w e l c o m e . H a v e a g o o d day. M: You too. 042 1 2 3 4 5 checked switched unplugged worked disconnected
leave your message
after
H e l l o , m y n a m e is S y l v i a . I've d e l e t e d s o m e files. Can I recover them? M y c o n t a c t n u m b e r is 050 7895421. T h a n k y o u . Thank you for your call. The service person is Mahmoud.
047 1 2 3 4 5 6 7 8 9 reversible ratchet driver screwdriver h e x k e y set pliers wire cutter wire stripper insertion/extraction clipper three prong holder tweezers 1 How can I help you? I see. I ' m s u r e w e c a n f i n d y o u r file. Please go t o t h e s e a r c h b o x ... Good luck.
2
3 4 5
UNIT 8 IT security and safety
0 48
10 a n t i - s t a t i c w r i s t s t r a p Q46 [H = H e l p d e s k t e c h n i c i a n ; T = T u k a ] H: H e l l o , A q h e l s p e a k i n g . H o w c a n I h e l p y o u ? T: H i , m y n a m e ' s T u k a . I've u p g r a d e d m y computer to Windows 7 and n o w I can't find m y p e r s o n a l files a n y w h e r e ! H: I see. T: I've c h e c k e d W i n d o w s ' h e l p ' a n d t h a t d i d n ' t t e l l m e a n y t h i n g . I n e e d o n e file u r g e n t l y . H: I ' m s u r e w e c a n f i n d y o u r file. D o n ' t w o r r y . T: W e l l , I h o p e so. H: T: H: T: W h a t W i n d o w s v e r s i o n d i d y o u have before? Before I h a d W i n d o w s Vista. OK. Is y o u r c o m p u t e r o n ? Yes, i t is. folder in y o u r C
[L = Ludek; A = Ales] L: A l e s , c a n y o u c h e c k m y l a p t o p ? N o t h i n g A: L: A: L: A: L: A: seems to w o r k . H m m , w h a t have y o u d o n e t h i s time? Wow! Y o u r l a p t o p is a m e s s . Sorry about that. I'll clean it u p . Have y o u u p d a t e d y o u r antivirus software recently? Yes, I h a v e . I d i d i t l a s t w e e k . Well, that's good. I'm afraid I m a y lose m y project. I haven't backed it up. H m m . You might have spyware or some o t h e r malware o n y o u r computer. You should install a good spyware doctor program. A n antivirus program may not catch everything. OK, I ' l l d o t h a t . A n d w h y don't you protect your WLAN a c c e s s w i t h a p a s s w o r d ? It's l i k e l y y o u w i l l attract hackers and piggybackers and then y o u m i g h t l o s e a l o t of w o r k . Fine, I ' l l d o t h a t . I'll scan y o u r system w i t h m y anti-spyware s o f t w a r e n o w a n d see if t h e r e is a p r o b l e m . Thanks. 0 1 2 3 4 5 49 Y o u r m u s t n ' t p u t y o u r c u p of coffee o n the computer. You m u s t n ' t w o r k w i t h o u t breaks. Y o u a r e n ' t a l l o w e d t o s m o k e i n t h e office. We a r e n ' t a l l o w e d t o s e n d p r i v a t e e m a i l s . Y o u s h o u l d n ' t eat l u n c h at y o u r d e s k .
H: G o o d . F i n d Windows.old drive. T:
L: A:
I d o n ' t u n d e r s t a n d . H o w ? I c a n ' t see i t i n W i n d o w s Explorer. H: Please go t o t h e s e a r c h b o x , w r i t e T: Windows.old OK. a n d c l i c k enter.
L: A: L:
H: T h e Windows.old folder contains different f o l d e r s . Y o u r f o l d e r s a n d files are i n Documents a n d Settings. You s h o u l d find t h e files t h e r e . T: I ' l l d o t h a t . H: I ' l l c o m e d o w n t o y o u r office if y o u s t i l l h a v e a problem. Good luck. T: T h a n k s .
Audio script
77
P a r t n e r files: S t u d e n t B
1 Working i n the IT i n d u s t r y
B u s i n e s s matters S p e a k i n g e x e r c i s e 4 page 11 Student B : Y o u are Sharifa. Y o u w i l l recieve a call f r o m M r s M a h m o u d i n answer to your e m a i l . M a k e sure she answers the questions i n your email.
3 Websites
Website analytics S p e a k i n g e x e r c i s e 8 page 23 Student B : G i v e Student A i n f o r m a t i o n about website traffic to your company's website. A s k about his or her website. Your company:
N u m b e r o f visitors: 5 0 0 , 0 0 0 each m o n t h V i s i t o r location: the M i d d l e East and N o r t h Africa L e n g t h o f t i m e on site: 2 m i n u t e s
6 Network systems
B u s i n e s s matters S p e a k i n g e x e r c i s e 4 page 51 Student B Monday m o r n i n g — attended a t r a i n i n g course at the college afternoon — w e n t to the doctor Tuesday m o r n i n g — w o r k e d at home afternoon — was off
78
Partner files
7 IT s u p p o r t
Fault diagnosis S p e a k i n g e x e r c i s e 8 page 53 Student B 1 H e l p Student A w i t h the p r o b l e m . T h e m a i l server asks for a username and password. Has Student A used the w r o n g password?
Student B 2 Call the I T help desk. You cannot access the Internet at the m o m e n t . A s k for help.
Student B 3 H e l p Student A w i t h the p r o b l e m . There is a new default p r i n t e r .
Student B 4 Call the I T help desk. T h e opened page is too large for the screen.
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e d u c a t i o n a n d f o r c o m p a n y employees i n t r a i n i n g at w o r k . W r i t t e n b y i n d u s t r y p r a c t i t i o n e r s , i t c o m b i n e s a s t r o n g g r a m m a r syllabus w i t h t h e specialist v o c a b u l a r y a n d skills t h a t learners need t o succeed i n t h e i r chosen field.
Level 1 English
for Information
Technology
is designed f o r s t u d e n t s w i t h a
basic k n o w l e d g e o f general E n g l i s h w h o n o w r e q u i r e a n e l e m e n t a r y ( C E F level A 1 - A 2 ) E n g l i s h course i n t h i s specific field. I t i n c l u d e s : • t o p i c s t h a t reflect t h e latest d e v e l o p m e n t s i n i n f o r m a t i o n t e c h n o l o g y , m a k i n g t h e m i m m e d i a t e l y relevant t o s t u d e n t s ' needs • clearly d e f i n e d language a n d f u n c t i o n objectives w h i c h are b a c k e d u p b y c o m p r e h e n s i v e o n - t h e - p a g e language boxes • essential o n l i n e s u p p o r t f o r teachers i n c l u d i n g teacher's notes, f u l l y editable tests a n d m u l t i - l i n g u a l glossaries • s t u d e n t C D - R O M w i t h i n t e r a c t i v e glossaries i n b o t h B r i t i s h a n d A m e r i c a n E n g l i s h a n d f u l l course b o o k a u d i o i n M P 3 f o r m a t
O t h e r titles i n the series i n c l u d e : English for B a n k i n g & Finance English for N u r s i n g English for the O i l I n d u s t r y
www.pearsonlongman.com/vocationalenglish
^ C O M M O N EUROPEAN FRAMEWORK^
Al Level 1 A2 Level 2 Bl B2
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ISBN 978-1-4082-6996-1
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781408 269961
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