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 Introductions
I'm Natasha, nice to meet you. Personal questions

J o b s in IT p.6 Describing your job Present Simple Jobs

nit 1 Working in

What do you do?

the IT in.dustry

1 am a programmer.

S c h e d u l e s p.8 Describing your daily routine and Schedules Routines

times What time does it start? Times

Spelling p. 10 Using the alphabet What does WWW stand for? IT acronyms
How do you spell that? The alphabet

B u s i n e s s matters p.11

Computer Describing computer hardware Comparatives Computer hardware

hardware p. 12 That monitor is bigger than mine.
Unit2: Compu ter systems

Computer Describing computer software Superlatives Computer softw ware

software p. 14 That software is the easiest to use.
Present tense of have(got)
We've got the best software.

Working with Describing tasks Present continuous Computer tasks

c o m p u t e r s p.16 Are you installing it now?

Computer Understanding computer usage must, mustn't, can, can't, Computer usage
u s a g e p.18 don't have to
1 must update my files

B u s i n e s s matters p. 19

Website Talking about websites Question words (1) Purpose of websites

purpose p.20 Which websites do you visit?

Website Getting information about websites Question words (2) Website analysis tools
Unit 3 Websites

analytics p.22 How many people visit our website?

Large numbers

Website Developing a website Describing steps in a process Functions of a website

development p.24 After that... Features of a website

The best Talking about your favourite Describing things Adjectives

w e b s i t e s p.26 websites There are a lot of photos on this website

B u s i n e s s matters p.27

Database Understanding database products Asking people to do things Entering a database

b a s i c s p.28 Could you help me, please?

Data Describing data processing steps Quick questions to check understanding Data processing steps
nit 4 Databases

p r o c e s s i n g p.30 Got that? Prepositions

Data storage a n d Talking about data storage and Asking for and giving advice Data storage and back-up
b a c k - u p p.32 devices What should 1 do? solutions
You should buy a flash drive.

Database systems Using data in company departments Company departments

benefits p.34

B u s i n e s s matters p.35

Contents
 Function Language Vocabulary

E-commerce Explaining E-commerce types Quantity Types of business

• c o m p a n i e s p.36 many, a few,
p
Unit 5 E -comme

E-commerce Describing the features of an Linking ideas Website features

features p.38 e-commerce website / have a PC and laptop at home

Transaction Talking about security Future (will + infinitive) Networks

security p.40 Hackers won't be able to get into the network

Online Describing the transaction process Online transactions

transactions p.42

B u s i n e s s matters p.43

Types of Explaining networks Giving reasons Types of network system

network p.44 I'd recommend a Dell computer because
it's cheaper.
lit 6 Network systems

Networking Describing and fixing network Making suggestions Network hardware

hardware p.46 hardware Why don t you call the IT Help Desk? Problems with hardware

Talking about the Using the past tense Past Simple Networking sites
past p.48 When did they launch the network?
Time expressions
yesterday
3
Network range a n d Talking about network capabilities Network terminology
s p e e d p.50 Speeds and ranges

B u s i n e s s matters p.51

Fault Understanding faults The present perfect Fault diagnosis: questions

diagnosis p.52 Has (s)he switched off the computer? and answers

Software Filling in service reports Fault diagnosis questions

lit 7 IT si ipport

repair p.54 Possible solutions

Hardware Using toolkits and making repairs Explaining the use of something Toolkits
repair p.56 We use tweezers to hold small objects Computer hardware
i_
3 Customer Phonecalls
service p.58

B u s i n e s s matters p.59

Security Describing security solutions Expressing possibility Types of security threats

a solutions p.60 You may have a virus on the computer. Security systems
Unit 8 IT security t and sat

Workstation health Identifying a safe working should/shouldn't Office rules

and safety p.62 environment

Security Explaining network and system Expressing prohibition Security procedures

procedures p.64 security Vou mustn't give your password to anyone.

Reporting Reporting a security incident Reporting process

incidents p.66

B u s i n e s s matters p.67

Partner files: Student A p.68

Audio script p.69

Partner files: Student B p.78

Contents 3
 • I n t r o d u c e y o u r s e l f and others

Working in the • 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

IT industry
• t alk a bo u t s c h e d u l e d t asks
• use the a lp h a be t a n d s p e l l out w o r d s

Meeting people
Speaking 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 is meet name's Nice this

too you Welcome What's

1 Natasha: H i , m y (1) Natasha.

Khalid: Pleased t o (2) _ you. I'm Khalid Ali.
Natasha: Pleased t o meet y o u , ( 3 ) .

2 Philip: G o o d m o r n i n g . (4) . y o u r name?

Ahmed: I ' m A h m e d . A n d (5) _ are?
f'hilip: M y name's P h i l i p . (6) . t o meet y o u .

Tim: Hi everybody, (7). . is I n g r i d .

All: Hi!
Tim: 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.
Ingrid: Nice m e e t i n g y o u (9)
Linda: Likewise.
Tim: (10) t o t h e t e a m a n d g o o d luck.

Listening 3 L i s t e n a n d c h e c k y o u r answer s.

4 L i s t e n again a n d repeat t h e dialogues.

Speaking 5 W o r k i n s m a l l g r o u p s . Practise i n t r o d u c t i o n s . F o l l o w t h e i n s t r u c t i o n s below.

1 Introduce yourself.
2 I n t r o d u c e a new t e a m member .

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 answer s.
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. Who do you
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 analyst there.
W h e r e are y o u f r o m , K a r i m ?
Karim: I'm f r o m K u w a i t . I w o r k for M i c r o s o f t t h e r e . A n d w h e r e are y o u
from, Kathryn?
Kathryn I ' m f r o m t h e (3) UK / US b u t n o w I live i n Qatar. Do y o u k n o w w h e r e
Glenda's from?
Karim: She's f r o m t h e US.
Kathryn A n d w h a t ' s h e r job?
Karim: She w o r k s for (4) IBM / Dell. Her j o b is t o set u p n e w s y s t e m s .

Language

Present tense of be

We use be to say who somebody is I'm Sam. 1 am Sam.

or what something is. You're/We're/They're from the UK. You/ We/They are from the UK.
He's/She's a website developer. He/She is a website developer.
It's in the US. It is in the US.
We use be to ask personal Where are you from?
questions. What's his name/job? What is his name/job?

7 BcXH L i s t e n a n d repeat these w o r d s .

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

Reading 8 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
My name (1) Jessica Martin and I (2). the IT Support team
leader. The IT Support team members (3) Mahmoud Al Banawy,
Eli Ibrahim and Guido Pitteri. Mahmoud (4) our network administrator.
Eli and Guido (5) system maintenance officers. (6) job is to
keep our systems going. (7) job is to support you.
(8) contact number (9) 675 567 567.
Best regards
Jessica Martin

Writing 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 pair s. A s k a n d a n s w e r q u e s t i o n s a b o u t y o u r j o b s , c o m p a n i e s
and nationalities.
Example:
A: Where are you from?
B: I'm from ....

Working in the IT industry 1 5

 Jobs i n IT
Speaking 1 W o r k i n s m a l l g r o u p s . List t h e IT j o b s y o u know.

Reading 2 Read t h i s t e a m i n t r o d u c t i o n . C o m p l e t e t h e d e s c r i p t i o n s 1-4 w i t h t h e IT j o b s i n

the box.

Hi! I'm Sylvia. I c r e a t e u s e r n a m e s and

p a s s w o r d s and I s e t firewalls.
This is Isabelle. Her j o b is t o plan and design t h e
network. A n d t h i s is Andrew. His j o b is t o make sure
all o f t h e c o m p u t e r s work properly. Finally, M a r k and
Latika. Their area is d a t a processing. We all work f o r
t h e university. Our offices are in building &.

database analyst IT support officer network administrator

network architect

1 Sylvia is a
2 Isabelle is a
3 A n d r e w is a n
4 M a r k a n d L a t i k a are

Language

Present simple
What do you do? I'm a programmer.

We use the present simple What does she do? She's a developer.
to talk about routines and Where does she work? She works for IBM in Poland. She doesn't work in
things that are permanent or Estonia.
happen all the time. Where do they work? They work for Siemens in Egypt.
Do you work in IT? Yes, 1 do/No 1 don't.

Listening 3 StfjEH L i s t e n t o t h r e e p e o p l e t a l k i n g a b o u t t h e i r jobs. C o m p l e t e these j o b

descriptions.
1 Karl
Job: softwar e
R e s p o n s i b i l i t i e s : he designs a n d c o m p u t e r games.
2 Heba
Job: analyst
R esponsibilities: h e . . computer problems.
3 W ojtek
Job: database
R e s p o n s i b i l i t i e s : he analyses a n d . . e l e c t r o n i c data.

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 do?
B.He's ....

Listening L i s t e n a n d c o m p l e t e t h i s dialogue.
Ahmed: W h e r e (1) y o u w o r k , Betty?
Betty: 1 w o r k for Dell i n D u b a i . W h a t (2) . you?
Ahmed: I (3) for HP i n Budapest. W h a t d o y o u (4) , M ilo?
Milo: I'm a (5) . developer. I w o r k ( 6 ) . . M icrosoft i n Prague.
Betty: Milo, do you (7). Frida?
Milo: Yes, I d o . W h a t d o y o u (8) t o know?
Betty: W h e r e (9) she w o r k ?
Milo: 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)
Ahmed: I see. Right, let's go. T h e w o r k s h o p s t a r t s i n five m i n u t e s .

6 L i s t e n a n d repeat these q u e s t i o n s .
1 Where do y o u work?
2 W h a t a b o u t you?
3 W h a t d o y o u do?
4 W h a t d o y o u w a n t t o know?
5 W h e r e does she w o r k ?

Writing 7 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 confer ence. C o m p l e t e t h i s d i a l o g u e .

Penelope: Hi, D o n . (1) are you.'

Don: I'm (2) t h a n k s , Penelope. A n d you?
Penelope: I'm OK. Bit t i r e d f r o m t h e flight.
Don: Right.
Penelope: (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?
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 .
Penelope: Sounds i n t e r e s t i n g . W h a t t i m e does i t start?
Don: It (5) at 9.15.
Penelope: A n d (6) does i t finish?
Don: It (7) at 4.00 i n t h e a f t e r n o o n .
Penelope: 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.
Don: That's good.
Penelope: H o p e y o u e n j o y y o u r session.
Don: You t o o . See y o u a r o u n d .

Language

Schedules
We use ar with clock times.

It starts at 9.15. (nine fifteen!quarter past nine)

It begins at 8.30. (eight thirty/half past eight)
What time does it start/begin/finish/end? It finishes at 4.00. (four o'clock)
It ends at 5.05. (five oh five/five past five)

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

L i s t e n a n d r epeat t h e s e t i m e s .
1 7.05 5 4.35
2 6.45 6 2.15
3 8 o'clock 7 12 o ' c l o c k
4 10.45 8 9.50
 L i s t e n a n d repeat t h e s e sentences.
1 It finishes at 5.00.
2 It ends at 8.00.
3 It s t a r t s at 6.00.

Speaking 4 W o r k i n pair s. 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.

M ake 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) D u b a i b u t I'm (2) Canada. I w o r k

(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
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 1 9

 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) FTP (File Transfer Protocol) a standard

HTML is a mark-up language used to network protocol used to copy a file from one
describe the structure of a web page. host to another.

WLAN (Wireless Local Area Network) A type

of local-area network that uses
high-frequency radio wires to communicate
between nodes.

Listening 2 L i s t e n a n d c o m p l e t e t h i s dialogue.
B o b , c a n y o u (1) me, please?
Sure.
I d o n ' t u n d e r s t a n d t h i s a c r o n y m . W h a t does i t (2) for?
Let m e see. 'W3'. I ' m n o t sure. M a y b e WWW, t h e W o r l d W i d e Web.
OK. W h a t does P2P s t a n d for?
(3) s t a n d s for person-to-person.
OK. W h a t does IP (4) ?
It means I n t e r n e t P r o t o c o l .
H o w d o y o u (5) 'Protocol'?
p - r - o - t - o - c - o - 1 .
Thanks.
You're w e l c o m e .

L i s t e n t o t h e l e t t e r s a n d repeat t h e m .
a hj k
Z /zed/ in British bcdegptvz
English and /zee/ in f Imnsxz
American English.
i y
o
qu w
r
Speaking 4 W o r k i n pair s. M ake 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: Date:

DOB: Place of residence:

Contact: Phone Email

Interests:

IT job you want and why:

2 W o r k i n p a i r s . Swap y o u r profiles a n d i n t r o d u c e y o u r p a r t n e r .

3 W r i t e an email message t o i n t r o d u c e y o u r s e l f t o t h e e m p l o y e e s i n t h e c o m p a n y
u s i n g t h e profile b e l o w o r y o u r o w n i n f o r m a t i o n .

You are a n e w e m p l o y e e in a c o m p a n y . Your p o s i t i o n is a n e t w o r k

administr ator . You are r esponsible 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
V> W i l l U L V / i • t a lk a b o u t w h a t i s h a p p e n i n g now
• • t a lk a b o u t a b i l i t y a n d necessity
o y o l d l l o • t alk 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 monitor 6 e x p a n s i o n cards (video, g r a p h i c )
2 case 7 power supply unit
3 motherboard 8 optical disk drive
4 CPU ( C e n t r a l Processing Unit 9 hard disk drive
or Processor) 10 keyboard
5 main m e m o r y (RAM) 11 mouse

Listening 3 ksj M. L i s t e n t o t w o colleagues a n d c o m p l e t e t h i s dialogue.

Bob: W h a t d o y o u t h i n k ? W h i c h (1) is b e t t e r for t h e sales team?
Daisy: I ' m n o t sure. T h i s c o m p u t e r has a (2) m e m o r y and I think it
has a (3) processor.
Bob: A n d t h e o t h e r one?
Daisy: Well, i t is (4)
Bob: A n d (5)
Daisy: Yes, y o u ' r e r i g h t . L i g h t e r a n d smaller.
Bob: B u t t h e bigger o n e is (6)
Daisy: So w h a t is o u r decision?
Bob: 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 bigger The new monitor was bigger than the old monitor.
For short adjectives we add -er
fast faster Your processor is faster than mine.
(than). Be careful of spelling.
easy easier It's easier to use than the other one.
more/less This version is more difficult to use than the old
difficult
difficult version.
For long adjectives we use more/less
expensive His computer is less expensive than hers.
more/less (than). expensive
more/less 1 think you should buy that CPU. It is more reliable
reliable
reliable than the one you have.
bad worse That screen resolution is much worse than before!
Some comparatives are irregular. 1 really like this mouse. It's so much better than the
good better
old one.

M ake t h e c o m p a r a t i v e f o r m of these adjectives.

Example: long longer
1 light
2 efficient.
3 long
4 wide
5 heavy
6 fast
7 dark
8 soft
9 hard
10 d u r a b l e .

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

6 Listen again a n d repeat t h e w o r d s .

Reading 7 Read t h e s e p r o d u c t d e s c r i p t i o n s a n d m a k e sentences u s i n g c o m p a r a t i v e s .

Example: 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 4GB
Read at 34MB/S Read at 15MB/S
Write at 28MB/S Write at 9MB/s
/ M' /

/
/fisr / / 3.25" x 0.75"
Aluminium
2.95" x 1.14"
Plastic

/
/ J*3r /
/ 256-bit A E S
S W encryption
No data encryption
Five year warranty
Ten year warranty Price £10
mtSM /
Price £25

Writing 8 W o r k i n pair s. 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 . M ake a list of a l l t h e c o m p u t e r softwar e 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 softwar e
• s y s t e m softwar e

2 M ake a list of t h e c o m p u t e r s o f t w a r e y o u r non-IT colleagues use.

Language

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

The new monitor was the biggest in

big biggest
the room.
For short adjectives we add
Your version of the software is
the + -est. Be careful of spelling. fast fastest
the fastest.
easy easiest It's the easiest to use.
This version is the most difficult
difficult the most/least difficult
to use.
For long adjectives we use
expensive the most/least expensive His computer is the least expensive.
trie most/the least.
1 think you should buy that. It is the
reliable the most/least reliable
most reliable.
That is the worst software I've
bad the worst
ever used!
Some superlatives are irregular.
1 really like this website. It's the best
good 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 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 softwar e y o u have listed?
2 W h i c h is t h e cheapest?
3 W h i c h is t h e m o s t expensive?
4 W h i c h is t h e most / least reliable?
5 W h i c h is t h e m o s t difficult / easiest t o use?
6 W h i c h is t h e best / worst?
7 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: W h a t d o y o u t h i n k a b o u t these t h r e e p h o t o i m a g i n g
packages?
Simone: It's a difficult c h o i c e . A l l t h r e e are v e r y g o o d b u t t h e y
have differ ent 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?
Well, i t has t h e ( 6 ) . dubbing options.
A n d Snap Pro is t h e best for (7) photos.
I ' m n o t sure. Serif has (8) efficient
(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 (got)... I/You/We/They have (got) ...

He's/She's/It's (got)... He/She/It has (got) ...
I/You/We/They haven't (got) ... I/You/We/They have not (got) ...
He/She/It hasn't (got)... He/She/It has not (got)...
I/You/We/They don't have... I/You/We/They do not have ...
We use have (got) to
He/She/It doesn't have... He/She/It does not have ...
talk about possession.

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

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

Listening 5 I K J U 3 I L i s t e n a n d repeat these sentences.

1 We've got t h e best s o f t w a r e .
2 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?
3 She has t h e cheapest c o m p u t e r .
4 T h e y h a v e n ' t got t h e latest v e r s i o n .
5 Do y o u have t h e fastest pr ocessor ?
6 Has it got W i n d o w s ?
7 T h e y have t h e latest softwar e.
8 It has t h e biggest scr een.

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

softwar e p r o d u c t s y o u use o r know.

Computer systems 2 15
 W or king 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.
Paul: H o w ' s i t (1) ?
B r i n i t h a : Fine, fine.
Paul: W h a t (2) - y o u (3) . at t h e m o m e n t ?
B r i n i t h a : O h , 1 (4) Ner o.
Paul: H o w are y o u g e t t i n g on?
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 He's/She's not installing the software.
about things that take place at the time of
speaking and are not permanent. 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, are / aren't.

1 It going well.
2 I learning a new program.
3 She w o r k i n g i n t h e office today. She has a day off.
4 They i n s t a l l i n g t h e new software.
5 We setting up the network.
6 We 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 .
7 Where t h e y w o r k i n g today?
8 What he i n s t a l l i n g o n t h e c o m p u t e r ?
9 I c o m i n g i n today. I' m sick.
10 she w o r k i n g at h o m e today?
Vocabulary 3 M a t c h t h e sentence halves 1-8 t o a - h .
Hanka is c r e a t i n g a) t h e software.
P h i l i p is i n s e r t i n g a n b) a check-up.
Rob is t r o u b l e s h o o t i n g c) a file.
We are r u n n i n g d) a device.
B e t t y is c o n n e c t i n g e) CDs.
T h e y are b u r n i n g f) 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?
Ar e 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 softwar e.
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. Descr ibe 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 pair s 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.

Writing 7 W r i t e t h r e e sentences saying w h a t y o u a n d y o u r collegues are d o i n g at t h e

m o m e n t i n y o u r w o r k o r study.

Computer systems 2 17
 Computer usage
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 W h a t m u s t Ben do?
2 W h a t c a n B e n do?
3 W h a t c a n ' t Ben do?
4 Can he o p e n a n y w e b s i t e ?
5 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 M ake a list of c o m p u t e r usage w h e r e y o u w o r k o r s t u d y . C o m p a r e y o u r list w i t h

the group.

Language

must, mustn't, can, can't, don't have to

You must come to work on time.

We use must and mustn't for obligations.
You mustn't be late.
We use can and can't for possibility and ability. He can use Word but he can't use Excel.
We use have to for something that is necessary. 1 have to log in using my password.
We use don't have to for something that is not necessary. We don't have to work at the weekend.

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

to, don't have to.

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 T h e r e are six p e o p l e i n t h e sales t e a m .
2 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.
3 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.
4 E m p l o y e e s need a n e t w o r k c o n n e c t i o n ( w i r e d a n d w i r e l e s s ) .
5 Employees p r i n t , scan a n d copy.
6 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 separ ate d e v i c e a n d backed
u p regularly.

£3

2 M ake 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 Websites
• t alk a bo u t w e bs i t e fea t ures
• describe a process
• write a proposal

Website p u r p o s e
Speaking 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 ? M ake a list a n d
share i t w i t h a par tner .
Do y o u use t h e same sites?

Reading 2 Read t h i s t e x t a b o u t differ ent 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 Why do people visit o r g a n i s a t i o n a l websites?

2 Why do people visit c o m p a n y websites?
3 W h y do people visit e n t e r t a i n m e n t websites?
4 Why do people visit news websites?

Vocabulary 3 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 practise present promote read sell share

Example: The purpose of Nationalgeographic.com is to present information on

topics.
1 People v i s i t CNN.com t o i n t e r n a t i o n a l news.
2 Some w e b s i t e s w a n t t o a service.
3 C o m p a n i e s use A m a z o n . c o m t o their products.
4 Thegreenshoppingguide.co.uk wants to environmentally
friendly shopping.
5 Students visit M ath.com t o their maths.
6 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 Which websites do you visit/go to?
use it with a noun. 1 use Wikipedia a lot.
What do you use CNN for?
We use what to ask about things.
1 use it to get the news.
Why do you use Wikipedia?
We use why to ask the reason for something.
1 use Wikipedia to check information.
When do you use CNN?
We use when to ask about time.
In my lunchbreak.

Listening K m L i s t e n a n d repeat these q u e s t i o n s .

1 W h i c h w e b s i t e s d o y o u use?
2 W h y d o y o u use W i k i p e d i a ?
3 W h a t d o y o u use CNN for?
4 W h e n does she use CNN?

Speaking 5 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 do you use?
B: I 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 uses these websites to:

Interviewee name
1 entertain 2 get news 3 research/study 4 shop
a)
b)
c)
d)
e)

7 Present t h e i n f o r m a t i o n y o u c o l l e c t e d t o t h e g r o u p . W h i c h are t h e m o s t p o p u l a r
w e b s i t e s for each heading?

Websites 3 21
 Website analytics
Speaking 1 W h a t i n f o r m a t i o n can y o u get a b o u t w e b s i t e traffic u s i n g a w e b s i t e analysis
a p p l i c a t i o n ? W o r k i n p a i r s . M ake a list.

-
M AT&T * 9:51 PM el A T & T T 9:53PM

hw«. MySite.com
| Oct 1. ZOOS-DtcV 2006
Overview R e p o r t s

( >
Visitors O v e r v i e w K e y w o r d (Visits)

Today iphone app reviews 473

Visits • 22.273
0 Dashboard > iphone app review 369

i Visitors O v e r v i e w > 177

iphone application reviews 312

gotapps 190
Traffic O v e r v i e w > Visits 22,273
newest iphone apps 178
Content Overview Absolute Unique visitors 16.444;
iphone game reviews 132
Pageviews 58,465
Event Tracking Overview y labyrinth game 81

Average Pageviews 2.62 app reviews 80

1 m
G o a l s Overview >
Time on Site 00:01:47 fun 2 player games 73
Visitors R e p o r t s
Bounce Rate 67.83% craiglist iphone app 73
^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^

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 about the website's visitors?
B: In 'Visitors Overview'.
1 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?
2 W h e r e can y o u see w h a t per centage of p e o p l e v i e w o n l y one page o n
t h e website?
3 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?
4 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?

Listening 3 L i s t e n t o Sarah a n d George. C o m p l e t e t h i s dialogue.

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.
George: OK, w h a t d o y o u need t o (2) ?
Sarah: 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.
George: OK.
Sarah: (4) y o u d o a r e p o r t for me?
George: Sure. (5) d o y o u need i t by?
Sarah: 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.
George: OK, w h a t d o y o u need t o k n o w (7) ?
Sarah: 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 .
George: OK, I (9) do that.
Sarah: 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 traffic a) i n f o r m a t i o n a b o u t w h e r e t h e v i s i t o r s t o y o u r site
are f r o m
2 meta tag b ) i n v i s i b l e i n f o r m a t i o n (e.g. a h i d d e n k e y w o r d ) o n a
website
3 visitor map 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
4 user pr ofile 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
5 page o p t i m i s a t i o n 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'.
We can use how + adjective/adverb to ask about How often do people visit our website?
degree. At least once a day.

Listening 5 BljEOi L i s t e n a n d repeat these q u e s t i o n s .

1 H o w m a n y p e o p l e v i s i t t h e site?
2 W h e r e d o t h e y go o n t h e w e b s i t e ?
3 H o w l o n g d o t h e y s p e n d o n t h e website?

Language

Large numbers

20,000 twenty thousand

400,000 four hundred thousand
500,000 five hundred thousand/half a million
3,000,000 three million

6 H o w d o y o u say these n u m b e r s ?
30,000
700,000
10,000,000
100,000
80,000

Listen and check your answers.

Speaking 8 W o r k i n pair s. You b o t h w o r k i n w e b s i t e a n a l y t i c s . A s k a n d a n s w e r q u e s t i o n s

about website visits.
Student A: T u r n t o page 68
Student B: T u r n t o page 78
to°nrh s
 Website development
Speaking 1 D e s c r i b e s o m e t h i n g y o u d o e v e r y d a y at h o m e o r at w o r k . Use t h e w o r d s i n t h e
Language b o x below.
Example: Sending an email.
First, click on 'New email'. After that...

Language

Describing steps in a p r o c e s s
First, do.... To start, do ....
Alter that,.... Next,....
We use first, next, then, after that (etc.)
Then
to describe the order of actions.
Secondly,.... Thirdly,... .
Finally,.... 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

(i) , discuss w i t h the customer their requirements and the
target audience. Find o u t w h a t features a n d n u m b e r of pages t h e y w a n t o n
t h e i r site. (2) , analyse t h e i n f o r m a t i o n f r o m t h e c u s t o m e r .
(3) , create a w e b s i t e s p e c i f i c a t i o n . (4) design a n d
d e v e l o p t h e w e b s i t e . (5) , assign a specialist t o w r i t e t h e w e b s i t e
c o n t e n t . (6) give t h e p r o j e c t t o p r o g r a m m e r s for H T M L c o d i n g .
(7) , test the website.

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 W h a t are t h e websites?
2 Do y o u use these websites? W h y / W h y not?
3 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?
4 W h a t are t h e m a i n features of each website?
5 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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Big US banks to reveal better Manufacturers hit by soaring Discover world business.
quarterry profits cost of materials In one place.
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a A e j a r w i loan default* are on UK economy

tats UK M M

s i

Basel hardens bank hybrid bond rules

Writing 6 You are t h e o w n e r of a c o m p a n y t h a t needs a n e w w e b s i t e . M a k e a list of t h i n g s

t h a t y o u need / would like for y o u r w e b s i t e . A n s w e r t h e f o l l o w i n g q u e s t i o n s .
• 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 company?
B: It's called / Its name is ... .

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 well-designed easy-to-use / navigate clear reliable

useful informative fun funny exciting interesting

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

facebook

He»d(no out? Stiy connected

L A T E S T 8AMSS LATSSTCUM

Hi
HI
8

BH

Language

Describing things

There's/There is/There isn't There's a lot of information on this website.

There are/aren't There aren't many photos on this website.
Has The website has good graphics.
Have Most websites have a lot of features.

Writing 2 W r i t e a b o u t t h e t h i n g s y o u like a n d dislike a b o u t differ ent 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
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 .
Reading
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 N o w L t d

Learning Now Ltd is in t h e e d u c a t i o n

business. It n e e d s a n e w w e b s i t e
to p r o m o t e its c o u r s e s , m a t e r i a l s
and learning r e s o u r c e s a n d p r o v i d e
online l a n g u a g e - l e a r n i n g s e r v i c e s .
The w e b s i t e user s 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 featur es: g o o d
interactivity, a u d i o a n d fast d o w n l o a d
times.

answer s
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:
Proposal No. 2011/32154
Business activity:
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
 • t alk abo u t d a t a b a s e s

4 Databases
• t alk abou t 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
• t alk abo u t c o m p a n y d e p a r t m e n t s

Database basics
Speaking 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?

Listening 2 bEZH L i s t e n t o t w o colleagues at a b o o k c o m p a n y . Chr is needs some

i n f o r m a t i o n f r o m t h e p r o d u c t i o n database. C o m p l e t e t h i s dialogue.
Chris: T i m , (1)_ . you help me Tracking Resource Database

a m o m e n t , please?
Tim: Sure. W h a t ' s t h e (2)_ TRD: Product Data at your fingertips!
Chris: I need s o m e ( 3 ) TRD is the business tool used in the development and
management of products throughout their life cycle.

about a book budget from the Please note the revised function on all

database. screens in TRD provides on screen guidance and links

to useful users documentation

Tim: OK.
Chris: But I d o n ' t k n o w h o w t o
(4) it.
Tim: No p r o b l e m .
Tracking Resource Databas e
Chris: So w h a t d o I d o first?
Tim: Enter y o u r n a m e a n d
(5) a n d press enter.
Chris: E r m ... ?
Tim: You have g o t a passwor d?
Chris: Erm, I can't (6) it.
Tim: 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 .
Chris: OK.
Tim: 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?
Chris: Basic French.
Tim: 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: 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 .
Tim: No p r o b l e m .

Pmfjti t Uttfl Basic French

Budget t M IO d.itf
40 OOO
10000 8000 +2 000
13000 12000 + 1 000
Milium tfia 5000 0 +5 000
. i.-H.m 7000 1 000 +6 000
rtg 5000 6 000 -1 000

27 000 +13 000

 Language

Asking people to do things

Could you help me, please?

Sure.
•

Please could you help?

No problem.
We use can/could/would you + infinitive without to Can you explain what a database is, please?
when we ask somebody to do something for us. 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 L i s t e n a n d repeat these q u e s t i o n s .

1 C o u l d y o u h e l p me, please?
2 Please c o u l d y o u h e l p me?
3 W o u l d y o u h e l p m e w i t h t h i s software?
4 Please c o u l d y o u e x p l a i n h o w t o d o that?
5 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 pair s. S t u d e n t A: m a k e q u e s t i o n s f r o m t h e p r o m p t s . S t u d e n t B: answer

yes o r no a n d give a r eason 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, please?
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 answer / phone
6 give / password

5 W o r k i n pair s. 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, get, fields, columns, rows.
Example: A database is used to ... . This is a ... .

First Name Last Name Department Title Phone ext.

John Smith Development Engineer 123

Jane Doe Finance Auditor 454

6 W h y d o p e o p l e a n d o r g a n i s a 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 collection data entry data sorting

data tabulation data validation

Gather t h e r a w d a t a w h i c h y o u w a n t t o pr ocess. 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 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.

Listening 3 E ff L i s t e n t o an IT e x p e r t d e s c r i b i n g t h e d a t a p r o c e s s i n g steps t o a
colleague. Check y o u r answer s t o 1 a n d 2.

L i s t e n a n d m a r k t h e s y l l a b l e stress i n these n o u n s a n d v e r b s .
1 entry 7 gather
2 collection 8 create
3 tabulation 9 arrange
4 validation 10 enter
5 sorting 11 double-check
6 coding 12 format

5 L i s t e n again a n d repeat t h e w o r d s .

30 Databases
 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 at between for from in into of to

Example: This database is used to store our financial information.

1 W h a t ' s t h e difference a database a n d a spreadsheet?
2 A database is s t o r i n g data.
3 T h e s c h o o l has i n f o r m a t i o n students.
4 Can p e o p l e access t h e s y s t e m t h e same time?
5 A database is a c o l l e c t i o n records.
6 You r e t r i e v e i n f o r m a t i o n t h e database.
7 Ynn ente r t h e rlata the system
8 W h i c h softwar e 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 That's coding? Got that?
person understands the statement. That's tabulation. All right?
We call that sorting. Understood?

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

8 L o o k at t h e e x a m p l e s of database softwar e below. W h a t database softwar e 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 stor age 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 hard disk m p 3 player server the Internet

usb flash drive

0
• •
Reading 2 Read t h i s a r t i c l e a b o u t d a t a storage. C o m p l e t e t h e sentences w i t h t h e w o r d s i n
t h e box.

cloud contents emerging encrypt flash loss magnetic

offsite protect security theft volumes

Data storage
O n l i n e stor age 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 stor age 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 r isk 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 stor age 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 stor age 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 . T hese
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 stor age 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 stor age 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 L i s t e n a n d repeat these phr ases.
1 emerging technology
2 cloud computing
3 d a t a stor age
4 hard drive
5 external drives
6 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 stor age 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 T i m needs t h e stor age d e v i c e for w o r k . T / F
2 T i m wants to backup music and photos. T / F
3 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 / F
4 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. T / F
5 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

Language

ng for and giving advice

I/You/He/She/It/We/They should/shouldn't (should not)....

What should 1 do?
You should buy a flash drive.
You shouldn't get a server.
We use should/would + infinitive without to to give
advice.
I/You/He/She/It/We/They would/wouldn't (would not)....
What would you recommend?
I'd (would) recommend a flash drive.
1 wouldn't (would not) recommend a server.

Speaking 6 W o r k i n pair s. Pr actise asking for a d v i c e a b o u t b a c k u p s o l u t i o n s for a s m a l l

c o m p a n y . Use t h e i n f o r m a t i o n i n 2.
Example:
A: What would you recommend ... ?
B: I'd recommend .... / You should ....

33
 Database system benefits
Speaking 1 W h a t k i n d of d a t a d o c o m p a n i e s create, m a n i p u l a t e , s t o r e a n d retrieve?

Vocabulary 2 M a t c h t h e c o m p a n y d e p a r t m e n t 1-8 w i t h t h e t y p e of d a t a i t w o r k s w i t h a - h .
1 Finance a) d a t a a b o u t e m p l o y e e s , t r a i n i n g ,
r e c r u i t m e n t needs
2 Marketing b) data about p r o d u c t specification,
details a n d design
3 H u m a n resources c ) d a t a a b o u t pr ofits, t a x , loans, shares
and cash
4 Customer relations 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
5 Production 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
6 T echnical s u p p o r t 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
7 Sales i n stor age
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,
8 Stock m a n a g e m e n t 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
Par tyPlanner 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: Customer data: Product data: Technical data:

- CVs, job descriptions - customer contacts - inventory - contact to help desk
- employee personal data - satisfaction surveys - purchasing needs - helpdesk reports
- training - promotions - return products - troubleshooting manuals
- holiday - 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 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?
2 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 ?
3 W h a t d o c u m e n t s does A m i k i prepare?
4 H o w m u c h t i m e does i t take t o c o m p i l e t h e data?
5 W h y do the customers complain?

H • E l

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

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

Speaking 2 W o r k i n s m a l l g r o u p s . Prepare r e c o m m e n d a t i o n s u s i n g t h e p r o b l e m / s o l u t i o n
outline.

Problem/Solution Outline

Problem

Solutions

End Results

3 Present y o u r r e c o m m e n d a t i o n s t o a n o t h e r g r o u p .
 • t alk abo u t e - c o m m e r c e
companies and websites

E-commer ce • t alk abou t q u a n t i t y

• t alk abou t fu t ure a r r a n g e m e n t s
• present a plan

E-commerce companies
Speaking 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? W hy?

Listening 2 H^XiJI L i s t e n t o t h i s i n t e r v i e w w i t h David A s t o n . He w o r k s for a c o m p a n y

t h a t sells h o m e c l e a n i n g p r o d u c t s . M a r k t h e s t a t e m e n t s t r u e ( T ) o r false (F).
1 David's c o m p a n y sells m a i n l y o n l i n e . T/F
2 70% of t h e i r business is o n l i n e . T/F
3 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 . T/F
4 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 . T/F
5 O n l i n e sales are g r o w i n g . T/F

Language

Talking about quantity

We use many and a few with countable plural We need a few users to test this.
nouns. They don't have many customers.
We have a little money for online shopping each week.
We use much and a little with uncountable nouns.
1 don't have much knowledge on that subject.
We use a lot of and some with countable and A lot of businesses need E-commerce upgrades.
uncountable nouns. 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 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.
2 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 .
3 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 .
4 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 .
5 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 L i s t e n a n d repeat these phrases.
1 n o t a l o t of t i m e
2 too much work
3 only a little money
4 a few c o m p u t e r s
5 a l o t of m e m o r y

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 C 2 C consumer-to-consumer

B2B business-to-business M-commerce

Types of
Business 1 4
Explanation Companies exchange Companies sell People sell or exchange Customers purchase
information and make products or services to second-hand, used products and services
wholesale transactions. customers over items and collectibles. via mobile devices.
the Internet.
Examples coffee supplier Amazon eBay news, sport results
to Nestle

7 Give examples of t h e four t y p e s of business i n 6.

Writing 8 W h a t are t h e advantages a n d disadvantages of s h o p p i n g online? Use t h i s t a b l e

t o make notes a n d t h e n make sentences.
Example: There's more choice online but you can see things better in a shop.

advantages disadvantages
security
speed
choice
convenience
price

Speaking 9 Present y o u r ideas t o t h e g r o u p .

37
 E-commerce features
Speaking 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) The customer opens a n a c c o u n t . •
b) The customer goes t o t h e check-out. •
c) The customer 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 . •
d)
e)
The customer 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 .
•
f) 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 . •
g) T h e c u s t o m e r chooses t h e i t e m ( s ) t o buy. •
h) T h e c u s t o m e r s checks t h e order. •
Listening K Listen a n d repeat these phr ases.
1 open an account
2 go t o t h e c h e c k o u t
3 p u t a n i t e m i n t h e basket
4 browse the website
5 choose an item
6 check the order

Speaking 4 W o r k i n p a i r s . Use firstly, secondly, then, after that, finally t o d e s c r i b e t h e steps i n

b u y i n g a p r o d u c t o r s e r v i c e . Talk a b o u t s o m e t h i n g y o u have b o u g h t , like a DVD
or an airline ticket.
 Language

Linking ideas

We use and to link sentences that describe similar

/ have a PC and a laptop at home.
actions or situations.
We use but to link sentences that describe different
1 use Amazon but 1 don't use iTunes.
ideas/actions or situations.
We use so to say that something has happened as a
She's got a Kindle, so she doesn't buy many books now.
result of something.
We use or to link sentences that describe two
Would you like tea or coffee?
possible actions or situations. 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) they go online. I t is easy

to set up an online business (2) i t is difficult to design and develop a
website that attracts a lot of customers. Hardware (3) software provide
basic infrastructure for E-commerce.

Networking, customer interface and payment solutions are very important parts
of a company's E-commerce solution. Customers expect a fast and reliable service
(4) 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 Effective p r o d u c t i n f o r m a t i o n a n d a) I ' l l c h e c k o n l i n e t u t o r i a l s .
2 C u s t o m e r s can use t h e i r c r e d i t b ) e l e c t r o n i c c h e q u e s t o pay for
cards, PayPal o r transactions.
3 We used a l o t of p r o m o t i o n s , so c) y o u c a n ' t t o u c h i t .
4 I d o n ' t k n o w h o w t o b u y online b u t d ) o u r sales i m p r o v e d a lot.
5 T h e y w a n t t o b u y a Cat 5e cable so e) t h e y sear ch t h e I n t e r n e t .
6 I n E-commerce y o u can l o o k at a f) p r o m o t i o n s a t t r a c t c u s t o m e r s .
p i c t u r e of a p r o d u c t b u t

Speaking 7 W o r k i n s m a l l g r o u p s . Talk a b o u t
an E-commerce w e b s i t e y o u k n o w
a n d like. Say w h a t is g o o d a b o u t i t .
Use and, so, but a n d or.
Example: I like the B&Q website.
It has ... and ....

39
 T ransaction secur ity
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.

Reading Read t h i s e m a i l . A n s w e r these q u e s t i o n s .

TO: All Employees

From: IT Director

Subject: Online transactions security

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

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

Thank you

Hamda Banna

1 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?
2 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 ?
3 W h a t s o l u t i o n w i l l p r o t e c t c u s t o m e r c o n t a c t s a n d l o g i n boxes?
4 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 ?
5 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?
6 What will protect information?

Language

Future (will + infinitive)

The new security system will protect our customer's better.

Hackers won't/will not get into the network.

We use will + infinitive without to to talk

about plans for the future. (Something we When will we change to the new security system?
think, believe or know will happen.) We'll/we will do it next month.

Will the new system have a firewall?

Yes, it will./No, it won't.

Listening £3 M Listen a n d repeat these sentences.

1 T h e c o m p a n y w o n ' t p r o v i d e I n t e r n e t access t o all employees.
2 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.
3 W h e n w i l l y o u finish t h e w o r k ?
4 Yes, I w i l l . !
5 No, she w o n ' t .

40 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 or ganisation' s plans o r y o u r o w n plans
for t h e futur e. 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 Singapore.
B: When will you open it?
A: Next year.

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 the Internet
2 t h e l o c a l area n e t w o r k
3 t h e h a r d w a r e firewall ( w i t h a r o u t e r )
4 c o m p u t e r s w i t h firewall softwar e
5 o u t b o u n d traffic
6 i n b o u n d traffic
7 r e s t r i c t e d traffic
8 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 pur chases, b a n k d e a l i n g a n d
financial t r a n s a c t i o n s securely. Talk a b o u t w h a t s e c u r i t y s o l u t i o n y o u w i l l
install. Present y o u r s o l u t i o n t o t h e g r o u p .

E-commerce 5 41
 Online transactions
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 bank completes confirmation customer First

gateway payment rejection web

Monika: 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) . an online

transaction?
Shayan: OK, it's v e r y easy. (2) t h e c u s t o m e r w i l l place a n order.
T h e seller's (3) s e r v e r w i l l c o n f i r m a v a i l a b i l i t y of t h e
p r o d u c t a n d send a response. After t h a t , t h e c u s t o m e r checks o u t a n d
c o m p l e t e s t h e (4) i n s t r u c t i o n s . T h e n t h e s e r v e r w i l l send a
p a y m e n t r equest 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?
Monika: Fine. Go o n .
Shayan: 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.
Monika: W i l l t h e (9) have t o register?
Shayan: 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.
Monika: Thank you. Now I understand.

Listening 2 \W^¥fM L i s t e n a n d c h e c k y o u r answer s.

Speaking 3 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 11
c

C
11
c

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 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?
2 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 ?
3 W h a t s e c u r i t y s o l u t i o n s w i l l t h e c o m p a n y set u p i n o r d e r t o p r o t e c t b o t h t h e
customer and the company?
4 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?
5 How will the customer complete transactions?

Proposal No. 2011/123/45 Date:

Customer: Business activity:

Subject:

E-commerce type:

E-commerce technologies:

Security solutions:

Website features and tools:

Transaction process:

Proposal presented by:

Language

Useful phrases for presentations

Good morning/afternoon everybody. Thank you for coming.

Today we are going to present....
Introduction First, 1 am going to talk about....
Then, we will show you ....
Finally, we will answer your questions ....
Now, I'll hand over to my colleague.
Speakers
Let me start with ....
To finish ....
Closing
Thank you very much for listening. Are there any questions?

Speaking 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 .
 Network
• describe networks

6
• m a k e r e c o m m e n d a t i o n s a n d suggestions

systems
• t alk abo u t t he past
• t alk a bo u t n e t w o r k range a n d s p e e d s

Types of n e t w o r k
Speaking 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 ?

Listening . L73 H A g a t h a is t h e o w n e r of a s m a l l flower s h o p . K a t h a r i n a is a n e t w o r k

a r c h i t e c t . A g a t h a needs s o m e a d v i c e f r o m K a t h a r i n a a b o u t a n e t w o r k s o l u t i o n
for h e r c o m p a n y . L i s t e n a n d i ^
answer these q u e s t i o n s .
1 W h a t does A g a t h a t h i n k
she s h o u l d do?
2 W h a t does K a t h a r i n a
recommend?
3 W h a t does K a t h a r i n a say
she w i l l do?
4 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 Kathar ina ' 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 Internet LAN r ecommend

remote should VPN WAN

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

44 6 Network systems
 Language

Giving reasons

You should connect office equipment to the LAN because you can
We use because to say something was then share devices between users.
the reason for an action or situation. (We I'd recommend a Dell computer because it is cheaper.
can start a sentence with because.) Why do you use encryption?
Because it's safer.

Speaking 4 L o o k at t h e t h r e e n e t w o r k s o l u t i o n s . W h a t are t h e differences?

5 W h i c h n e t w o r k s o l u t i o n w o u l d y o u r e c o m m e n d for a large c o r p o r a t i o n o r
o r g a n i s a t i o n , a small business a n d a family home? W h y ?
I'd recommend solution 1 for ... because ....

Mobile
Worker

Area 1 Area 2

Area 5

CCTV

Internet Router/ Modem

Network 10/1
mps switch

Area 3 Area 4
0
il
Remote
wireless

CCTV CCTV

m
Writing 6 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 W h i c h of t h e i t e m s b e l o w d o y o u k n o w ? W h a t are they? W h a t d o t h e y do?

2 W o r k i n p a i r s . M ake 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 a modem a) is an entrance t o another n e t w o r k
2 a repeater \ 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
3 a bridge 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
4 a router 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
5 a gateway 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
6 a switch
g) connects n e t w o r k s and sends packages of data
7 a hub
between t h e m
8 a wireless access p o i n t 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 L i s t e n a n d repeat these w o r d s .

1 modem
2 r epeater
3 bridge
4 router
5 gateway
6 switch
7 hub
8 wireless
9 access p o i n t
10 network connectors
11 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 change devices necessary problem

speed should user What

Bor is: 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) What can

y o u suggest?
Ahsan: W h y d o n ' t y o u (2) the hub?
Bor is: 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.
Ahsan: OK. H o w (3) a d d i n g a repeater then?
Bor is: 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) w i t h t h e signal
strength.
Ahsan: 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 ) . to
make sur e t h a t t h e y are c o m p a t i b l e w i t h y o u r n e t w o r k .
Boris: (6) about changing the modem?
Ahsan: I d o n ' t t h i n k it's (7) . 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 ,
s w i t c h o r t h e router. You (8) l o o k at t h e specifications.
Boris: OK, I w i l l . T h a n k s for y o u r h e l p .
Ahsan: W h y d o n ' t y o u c h e c k (9) recommendations on the Internet
as well?
Boris: G o o d idea. I ' l l d o t h a t .

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

Language

Making suggestions
We can make suggestions with:

Why don't we/you + infinitive without to. Why don't you call the IT help desk?
That's a good idea.
What about + -ing What about buying a new router?
1 don't think that will wonX.
How about + -ing How about reading the instructions first?
I'll do that.

K m L i s t e n a n d repeat t h e s e suggestions.
1 W h y d o n ' t y o u change t h e m o d e m ?
2 H o w a b o u t c o n n e c t i n g a repeater?
3 What about looking o n the website?

Vocabulary 8 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 on over to with

1 Is t h i s software c o m p a t i b l e . this computer?

2 A L A N c o n n e c t s devices a s m a l l area.
3 Is t h e c o m p u t e r c o n n e c t e d . the modem?
4 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.
5 W hy don't you look t h e Inter net?

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 . M ake 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 softwar e.

10 Show y o u r list t o a n o t h e r pair. A s k for h e l p a n d suggest s o l u t i o n s .

Example:
A: This software doesn't work with this ....
Network systems
B: Why don'tyou ... ?
 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 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
2 T h e s t a r t of Facebook
3 T h e l a u n c h of T w i t t e r
4 T h e b e g i n n i n g of M ySpace

a) 2006
b) 1990
c) 2003
d) 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 W h e n d i d K a r l go t o u n i v e r s i t y ?
2 W h e n d i d h e leave u n i v e r s i t y ?
3 W h a t d i d h e d o after u n i v e r s i t y ?
4 W h e r e d i d K a r l go i n 2006?
5 W h e n d i d h e go t o Seattle?
 Language

Past simple (1)

When did l/she/he/we/they create the network?

We use the past simple tense to talk
She created the network in December 2008.
about finished actions in the past.
1 started the network last year.
1 looked at that yesterday.
1 had broadband connected three days/a month/two years ago.
Time expressions
1 used that system last weeklyearlmonth.
1 started that user group on Monday/in June/in 2001.

Listening 4 K M L i s t e n a n d repeat t h e s e sentences.

1 When did they start work?
2 T h e y i n s t a l l e d t h e c o m p u t e r s yesterday.
3 We d i d n ' t w o r k last week.
4 She w e n t t o t h e office o n Sunday.
5 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 week?
B: I worked on the new 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 looked
use used
Regular past tense endings install installed
connect connected
work worked
setup set up
go went
see saw
Irregular past tense endings
do did
buy bought
be 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 (5) m e t r e s i n d o o r s a n d (6)
feet o r ( 7 ) . metres outdoors.
Karoline: T h a n k s .

2 ^ L f X E l L i s t e n a n d repeat t h e s e s p e e d s a n d ranges.
1 77 k i l o b i t s p e r s e c o n d
2 5 megabits a second
3 2 gigabits p e r m i n u t e
4 250 m e t r e s
5 40 feet

Speaking 3 Say t h e s e speeds a n d ranges.

1 156 feet 4 7,000 metr es
2 12kbit / s 5 95 Mbit / s
3 4Gbit / m 6 65 Mbit / s

4 W r i t e d o w n f o u r speeds a n d ranges a n d d i c t a t e t h e m t o y o u r partner.

Reading 5 Read these t e x t s a n d a n s w e r these q u e s t i o n s .

Range
Wireless networks have limited range. Network range depends on the type of
802.11 protocol, strength of the device transmitter and the architecture of the
surrounding area. Some structures, such as walls and metal frames, reduce the
range of a WLAN by 2 5 % . However, users can extend the range of a WLAN.
Repeaters forward the wireless signal to access points or routers and increase
the range of a network.

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

1 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?

2 W h a t c a n r e d u c e n e t w o r k range?
3 W h a t c a n i m p r o v e n e t w o r k range?
4 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
ser vices 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.
Ever y 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 Tuesday Wednesday Thursday Friday

colled CISCO about went +o British attended-Ru> day off Wad o vneeting wi+U.
Natasha a training Council +o ins+oll "training on network tVe -tea«n
do paperwork new software cabling

went+oTESCu+o set up LAW in o doy off installed an audio/

Karam •fix Ca+fe cobles paper factory video server in
(Alelcare nosprtol

You

Writing 2 C o m p l e t e t h e table i n 1 w i t h notes a b o u t w h a t y o u d i d last w e e k at w o r k o r

college.

3 W r i t e a r e p o r t a b o u t w h a t y o u d i d last week.
Example: Last week I... . On Monday I... and ....

Speaking 4 R oleplay 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

7 IT s u p p o r t
• write service reports
• e x p l a i n the u s e of t h i n g s
• deal with problems

Fault diagnosis
Speaking W o r k i n p a i r s . M ake 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 disconnected found go switched type tight

unplugged worked wor king

Haider : Hello, IT Help Desk.

Maryam: Hi, t h i s is M a r y a m f r o m H u m a n Resources.
Haider: 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 ?
Maryam: 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 .
Haider : W h a t (2) of c o m p u t e r d o y o u have?
Maryam: I'm n o t sur e. It's a d e s k t o p c o m p u t e r . It (3) fine yesterday.
Haider: D o n ' t w o r r y . Have y o u (4) t h e cable connections?
Maryam: 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 .
Haider: M a k e sure all cables are (5) a n d fully plugged i n .
M a r y a m : 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?
Haider: 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.
M a r y a m : 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.
Haider: 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 .
Maryam 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.
Haider: You're w e l c o m e . Have a g o o d day.
Maryam You t o o .

Listening 3 L i s t e n a n d c h e c k y o u r answer s.

52 7 IT support
 4 BE2Eb Listen a n d repeat these w o r d s .
1 checked 3 unplugged 5 disconnected
2 switched 4 worked

Language

Present perfect

I've unplugged the computer.

She hasn't finished the report.
We use the present perfect tense to talk about recent actions
(an action that has happened in the past and has a result in Has she switched off the computer?
the present). Yes, she has./No, she hasn't.
Have you checked the cable connections?
Yes, 1 have. /No, 1 haven't.

We use have/has + the past participle of the verb. (To form the past clean cleaned
participle of regular verbs, we add -ed.) work worked
do done
be been
run run
Irregular past participles
see seen
have had
make 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 .

you . (run) the computer in the

b a t t e r y mode?
How long . you. ( h a v e ) t h e iPad?
you. _ (charge) the battery?
he_ . ( o p e n ) t h e file?
. she. _ ( e n t e r ) h e r u s e r n a m e a n d password?
they _ ( c h a n g e ) t h e I n t e r n e t Service
Pr ovider ?
you_ . ( c h e c k ) t h e r e m a i n i n g d i s k space?
you_ . (install) or (uninstall)
softwar e recently?
Dillip ( u p d a t e ) t h e d r i v e r s r ecently?

Use t h e present perfect t o make p o s i t i v e o r negativ e sentences.

Example: t h e screen / go / blank
The screen's gone blank.
1 t h e char ger / stop / wor king
2 I / not / upgrade / the o p e r a t i n g s y s t e m
3 She / not / install / the u p d a t e s
4 They / reinstall / the a p p l i c a t i o n
5 She / not / be able t o fix t h e p r o b l e m
6 I / defragment / your d r i v e

Listening 7 • E y E f i l L i s t e n a n d repeat t h e q u e s t i o n s i n 5.

Speaking 8 W o r k i n pair s. 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 Softwar eHelp.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 5.05

Name Bolek

Problem Word file won't open in Office.

Contact 0504445553

Service Person Alex

2
Help Desk ticket

Date

Name

Problem

Contact

Service Person

3
Help Desk ticket

Date

Name

Problem

Contact

Service Person

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.

Speaking 3 W h a t o t h e r softwar e 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 ....

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 ts a n d t h e w o r d s in t h e box.

Check file install move resend run

saved version version viruses

Date 6.05

Name Bolek

Fault diagnosis 1 What (1) of Office do you have?

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

Possible 1 If you have newer version, (3) an Office patch.

solutions
2 Ask the sender to save the file in an older version and
(4) it.

Date 17.06

Name Sara

Fault diagnosis 1 Have you (5) the file?

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

Possible 1 (7). . the attachment changes.

solutions
2 Look for the file in Internet Temporary Files.

Service Report

Date 14.07

Name Sylvia

Fault diagnosis 1 What ( 8 ) . of Office do you have?

questions
2 Have you checked the Recycle Bin?

3 Have you (9) disk defragmenter recently?

Possible 1 If the file is in the Recycle Bin, (10) _ it to a folder in

solutions 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 2 HB^fn'-Tffl L i s t e n a n d repeat t h e n a m e s of t h e tools in t h e k i t .

Vocabulary 3 M a t c h t h e t o o l 1-8 t o its use a - h .

1 reversible ratchet driver 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
2 screwdriver ) c o n n e c t o r s i n t i g h t spaces
3 hex key ) b ) used t o p r e v e n t e l e c t r o s t a t i c dischar ge
4 pliers 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
5 wire cutter / stripper used f o r easy d r i v i n g of screws a n d n u t s
6 insertion / extraction e) used t o h o l d s m a l l objects
clipper 0 used t o h o l d objects, c u t o r b e n d t o u g h
7 tweezer s materials
8 anti-static w r i s t s t r a p 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

This tool is used for tightening the screws.

used/use for + verb with -ing.
We use this tool for tightening the screws.
We use tweezers to hold small objects.
used/use to + verb
Tweezers are used to hold small objects.

Speaking 4 W o r k i n p a i r s . Talk a b o u t t h e t o o l s y o u use w i t h c o m p u t e r s . Say w h a t y o u use

t h e m for.

Reading 5 M a t c h t h e diagnostic t o o l s 1-4 t o t h e d e s c r i p t i o n s a-d.

a) It measures e l e c t r i c a l p r o p e r t i e s s u c h as AC o r DC voltage, c u r r e n t a n d
resistance. It t r o u b l e s h o o t s e l e c t r i c a l p r o b l e m s i n b a t t e r i e s , p o w e r s u p p l i e s ,
a n d w i r i n g systems.
b) It is an e l e c t r o n i c device t h a t checks t h e e l e c t r i c a l c o n n e c t i o n s i n w i r e d
devices.
c) It checks t h e s y s t e m a n d identifies p r o b l e m s i n different areas of t h e
c o m p u t e r h a r d w a r e . It u s u a l l y checks t h e c o m p u t e r ' s m e m o r y , k e y b o a r d ,
m o n i t o r , s y s t e m p r o c e s s o r a n d h a r d d i s k speed.
d ) It is a device w h i c h tests t h e o p e r a t i o n of t h e s y s t e m as i t b o o t s u p .
It identifies s y s t e m e r r o r s w h e n t h e s y s t e m is d e a d o r u n a b l e t o s t a r t f r o m
t h e h a r d d i s k o r CD.

6 N o w answer these q u e s t i o n s .
1 What is a m u l t i m e t e r used for?
2 What is t h e cable tester used for?
3 What 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?
4 What 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 ? W hy?

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

answer s a, b o r c, t o t h e q u e s t i o n s .
1 W h a t 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 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
2 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
3 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 softwar e u p g r a d e
4 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
5 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.

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 . you!
I
I'm. . w e can find y o u r file.
go t o t h e search b o x
Good

Listen a n d repeat t h e t e c h n i c i a n ' s sentences.

Writing 5 W o r k i n p a i r s . W r i t e a s h o r t d i a l o g u e b e t w e e n an IT h e l p desk t e c h n i c i a n a n d a
colleague a b o u t a s o f t w a r e o r h a r d w a r e p r o b l e m . Use t h e phrases f r o m 3.

Speaking 6 W o r k i n pair s. Read y o u r dialogues t o t h e rest of t h e class.

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 Help Desk ticket Help Desk ticket

Date 10.11 Date 11.11 Date 12.11

Name Ben Name Clare Name Simone

Problem I can't print out. Problem I can't connect to Problem My computer fan
the network. is very noisy.

Contact 0504446231 Contact 0504445558 Contact 0504446553

Service Person You Service Person You Service Person You

Writing 2 Choose o n e of t h e H e l p Desk t i c k e t s f r o m 1. W r i t e q u e s t i o n s for t h e fault

diagnosis a n d p o s s i b l e s o l u t i o n s .
Example: Is there an error message on your screen? What does it say?
Have you tried restarting your 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 securi t y solutions
•l-l o C v * L I I . l L j r • e x p r e s s p o ssibili t y a n d p r o h i b i t i o n
0 „ _ J 0 n f r t f T T * report events and incidents
C X L 1 vJ. o d l C l V • r e c o m m e n d improvemen t actions

Security solutions
Speaking 1 W o r k i n p a i r s . M ake a list of a l l t h e different w o r d s a b o u t s e c u r i t y t h r e a t s a n d
attacks y o u c a n t h i n k of.

Reading 2 Read t h e d e s c r i p t i o n s 1-8. M a t c h t h e w o r d s i n t h e b o x t o t h e d e s c r i p t i o n s .

adware hacker browser hijacker malware attack spyware

Trojan virus worm

A program which is usually

free but contains malicious
Malicious software that can files. (8) .
copy itself and infect the
system. (1).

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 Software that replaces the
acts in operation system. user's search engine with
(3) A person who on purpose attempts its own. (5)
to break into a computer system and
use it without the knowledge of the
owner. (4)

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.

4 W o r k i n s m a l l g r o u p s . Discuss w h a t y o u c a n d o t o s t o p these p r o b l e m s .

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 a firewall — 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
2 a n t i v i r u s softwar e b) m a k e s u r e o n l y a u t h o r i s e d p e o p l e access
the network
3 authentication 1 c) checks t h e user is a l l o w e d t o use s y s t e m
4 user name, p a s s w o r d a n d d ) b l o c k s u n a u t h o r i s e d access
biometric scanning codes
5 encryption 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 W h y does L u d e k w a n t Ales t o c h e c k his laptop?
2 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?
3 W h a t does Ales t h i n k has h a p p e n e d t o Ludek's l a p t o p .
4 W h y does he r e c o m m e n d L u d e k installs an anti-spywar e software?
5 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 passwor d?
6 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 You may have a virus on your computer.
things that are possible now or in the future. 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....
 W or kstation health and safety
Speaking 1 W o r k i n p a i r s . M ake a list of c o m p u t e r h e a l t h a n d safety p r o b l e m s . C o m p a r e
y o u r list w i t h a n o t h e r pair.

Vocabulary 2 Label t h i s d i a g r a m w i t h t h e a d v i c e 1-8.

1 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.
2 You s h o u l d have y o u r feet flat o n t h e floor.
3 M ake 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.
4 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 .
5 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.
6 Keep y o u r s h o u l d e r s r elaxed.
7 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.
8 M ake 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.

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 Do y o u always f o l l o w t h e advice?
2 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?
3 Have y o u h a d ( o r g i v e n ) c o m p u t e r use tr aining?

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 r ules 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? W hy?

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 s w i t c h / t u r n off — a ) software
2 eat \ b) software
3 connect \ c) peripherals
4 load \ d) food
5 run e) 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.

Compar e y o u r list w i t h a n o t h e r pair.

8 W h a t is t h e m o s t i m p o r t a n t r u l e y o u c a n give a b o u t c o m p u t e r use? W o r k i n
pair s. Practise g i v i n g advice t o each other.
Example: Always ... . / You should ....

IT security and safety 8 63

 Security procedures
Speaking 1 W h a t s e c u r i t y procedures are y o u familiar w i t h ? Make a list and share it w i t h
t h e group.

Reading 2 Read t h i s text o n s e c u r i t y a n d m a t c h t h e headings i n t h e b o x w i t h t h e

paragraphs 1-5.

Data transfer a n d backup Email a n d network usage

Password recommendations Reporting IT security incidents
Safety security requirements

S y s t e m s a n d n e t w o r k security
All employees must follow security and safety procedures approved
by the management.
1
Only install and use software that the management has approved. Install the latest
antivirus and antispyware tools.
Keep current with security software updates and patches.
Follow office health and safety standards.
2
Choose a password that is difficult to guess: use between 6 and 8 characters,
have letters in upper and lower case and intermix letters, numbers, and
punctuation marks. Keep your password private. Change your password every
9 weeks.
3
Configure your email software to use secure protocols. Use company official
e-mail software only. Always double check that you are sending your message
to the right recipient. Do not send sensitive data over the network. Use mail
encryption to send sensitive data. Do not download unknown files or files for
private use, such as movies and music.
4
Transfer files via a secure connection. Back up files regularly on the server in your
homefolder. Do not use external drives.
5
Employees must notify their supervisor or IT help desk about any damage, misuse,
irregularities or security breaches.

Vocabulary 3 M a t c h t h e v e r b 1-6 w i t h t h e n o u n a-f.

transfer a) p r o t o c o l s
install "v b ) softwar e
follow N. c) procedures
use d ) files
notify e) an i n c i d e n t
report f) a s u p e r v i s o r
•• i — • • i s — p -

to

64
9
 Speaking 4 W h a t are t h e m o s t i m p o r t a n t p r o c e d u r e s t o f o l l o w i n t h e d o c u m e n t i n 2?
W h i c h p r o c e d u r e s d o p e o p l e s o m e t i m e s n o t follow?

Language

Expressing prohibition

a rule or requirement (We use these when it is You mustn't give your password to anyone.
necessary not to do this or to tell someone not to You aren't allowed/permitted to share your password
do something.) with anyone.
You shouldn't use your date of birth in your
a strong recommendation (We use this to give advice.)
password. (It is not a good idea to do this)

Listening 5 «j U L i s t e n a n d repeat these sentences.

1 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 .
2 You m u s t n ' t w o r k w i t h o u t breaks.
3 You aren't a l l o w e d t o s m o k e i n t h e office.
4 We ar en ' t a l l o w e d t o send p r i v a t e emails.
5 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 r egulations i n y o u r c o m p a n y o r

college. Use you mustn't, you aren't allowed to a n d you shouldn't.

Writing 7 W r ite a d o c u m e n t listing t h e regulations y o u talked about i n 7. Use these headings.

P e r s o n a l u s e of c o m p u t e r s
Health and safety
1—
~L_
Security
Reporting problems

IT security and safety 65

 R epor ting incidents
Speaking 1 Have y o u ever r e p o r t e d a s e c u r i t y i n c i d e n t ? W h a t was i t about?

Reading 2 Read these five IT i n c i d e n t s i n a c o m p a n y .

• Incident report
Date: 0Z.05
Report for:
Miley O ' r W a
Report prepared by:
Ann Greshon
Incident:
teacher; has accessed t h e database t o change
students grade
Recommendations:

Incident report Incident:

Date:
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 Incident:

Date:
Recommendations:
Report for:

Report prepared by:

Incident:
ernptOyee W\S> I n s t a l l e d P2.P s o f toooxre

Recommendations:

Speaking 3 W o r k i n pair s. 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 gr oups.

Writing 4 W r i t e a s h o r t r e p o r t t o t h e IT s u p e r v i s o r o n t h e m o s t ser ious 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 .

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 Quick Fix 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 W or king 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
Coor dinator (M r s 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 Networ k systems
B u s i n e s s matters S p e a k i n g e x e r c i se 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
a n d develop c o m p u t e r games. T h a n k y o u .
[ N = Natasha; K = K h a l i d ]
Good after noon everyone, I'm Heba. I'm a
1 N: H i , m y n a m e ' s N a t a s h a .
system analyst. I solve c o m p u t e r problems.
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 .
Nice t o meet y o u all.
N: P l e a s e d t o m e e t y o u , t o o .
Hi, M y name's Wojtek. I'm a database
[P = P h i l l i p ; A = A h m e d ]
administrator. I analyse and present data.
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 ?
Thank you.
A: I ' m A h m e d . A n d y o u are?
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 = A h m e d ; B = Betty; M = M ilo]
A: H i ! A: W h e r e d o y o u w o r k , B e t t y ?
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 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 ?
and Mansoor. 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 ,
I: N i c e m e e t i n g y o u a l l . Milo?
L: L i k e w i s e . M : I' m a software developer. I w o r k for
T: W e l c o m e t o t h e t e a m a n d g o o d luck. 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 ?
[Ka = K a t h r y n ; K = Karim]
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
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 websites for E-commerce.
w o r k for? A: 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: 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 ar e y o u f r o m , K a r i m ?
K: I ' m f r o m K u w a i t . I w o r k f o r M i c r o s o f t t h e r e .
A n d w h e r e ar e y o u f r o m , K a t h r y n ? 1 Where do y o u work?
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 2 W h a t about you?
y o u k n o w w h e r e Glenda's from? 3 W h a t d o y o u do?
K: She's f r o m t h e US. 4 What do y o u want to know?
Ka: A n d w h a t ' s h e r j o b ? 5 W her e does she w o r k ?
K: She w o r k s f o r I B M . H e r j o b is t o set u p n e w
systems.

I ' m , Y o u ' r e , She's, He's, I t ' s , W e ' r e , T h e y ' r e

70 Audio script
 Q8 11

[P = Penelope; D = Don] [A = Andr ei; B = Bob]

P: H i , D o n . H o w are y o u ? A: B o b , c a n y o u h e l p m e , please?
D: I ' m fine, t h a n k s , P e n e l o p e . A n d y o u ? B: Sure.
P: I ' m OK. B i t t i r e d f r o m t h e f l i g h t . 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
D: Right. it s t a n d for?
P: 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, 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 ,
Don? the W o r l d W i d e Web.
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 A: OK. W h a t d o e s P2P s t a n d for?
workshop. B: It s t a n d s f o r p e r s o n - t o - p e r s o n .
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 ? A: OK. W h a t d o e s IP m e a n ?
D: It s t a r t s at 9.15. B: It m e a n s I n t e r n e t P r o t o c o l .
P: A n d w h e n d o e s i t f i n i s h ? A: How do y o u spell 'Protocol'?
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 . B: p - r - o - t - o - c - o - 1 .
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: Thanks.
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 B: You're welcome.
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 . a h j k
P: H o p e y o u e n j o y y o u r s e s s i o n . b c d e g p t v z
D: Y o u t o o . See y o u a r o u n d . f 1 m n s x z
iy
* 9
o
1 7.05 q u w
2 6.45 r
3 8 o'clock
4 10.45
UNIT 2 Computer systems
5 4.35
6 2.15
[B = Bob; D = Daisy]
7 12 o ' c l o c k
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
8 9.50
f o r t h e sales t e a m ?
D: I'm n o t sure. T h i s c o m p u t e r has a bigger
I Oio |
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.
1 It f i n i s h e s at 5.00. B: A n d t h e o t h e r one?
2 It e n d s at 8.00. D: W e l l , i t is s m a l l e r .
3 It s t a r t s at 6.00. B: A n d lighter.
D: 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: B u t t h e b i g g e r o n e is c h e a p e r .
D: So w h a t is o u r d e c i s i o n ?
B: I ' m n o t s u r e . L e t ' s go f o r a coffee a n d d i s c u s s
this again.

Audio script 71
 1 lighter [P = P a u l ; B = B r i n i t h a ]
2 m o r e efficient P: H i , B r i n i t h a .
B: H i , P a u l .
3 longer
P: H o w ' s i t going?
4 wider
B: Fine, f i n e .
5 heavier
P: W h a t ar e y o u d o i n g at t h e m o m e n t ?
6 faster B: O h , I ' m i n s t a l l i n g N e r o .
7 darker P: H o w ar e y o u g e t t i n g on?
8 softer B: Well, I'm setting u p a n e t w o r k . I'm using
9 harder M i c r o s o f t Server.
10 more durable P: 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 ?
B: 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.
P: W hat about M a r y and Imran? Where
[T = T i m ; S = Simone]
ar e t h e y ?
T: W hat do y o u t h i n k about these three p h o t o
B: T h e y aren't c o m i n g in today. T h e y have a
imaging packages?
d a y off.
S: It's a d i f f i c u l t c h o i c e . A l l t h r e e ar e v e r y g o o d
but t h e y have different strengths.
T: I agr ee.
S: Serif I m a g e Plus has t h e b e s t i m a g e 1 W h a t are y o u d o i n g now?
correction. 2 Are they setting up the network?
T: OK. 3 She's w o r k i n g at h o m e t o d a y .
S: B u t M a g i c E x t r e m e h a s t h e fastest 4 I'm not installing the software.
p r o c e s s i n g of i m a g e s .
5 We're n o t using W or d.
T: 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?
S: 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 .
UNIT 3 Websites
T: A n d Snap Pr o is t h e b e s t f o r b u r n i n g p h o t o s .
S: I ' m n o t s u r e . Serif h a s t h e m o s t e f f i c i e n t
1 W h i c h w e b s i t e s d o y o u use?
compression.
T: W h i c h is t h e m o s t e x p e n s i v e ? 2 W h y do y o u use Wikipedia?
S: O h , Serif Im a g e P l u s . 3 W h a t d o y o u u s e C N N for?
T: A n d t h e cheapest? 4 W h e n d o e s s h e u s e CNN?
S: Snap P r o .
T: Let's get Snap P r o t h e n .
S: I'm still n o t sure! [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.
1 We've got the best software. G: OK, w h a t d o y o u n e e d t o k n o w ?
2 Does it have t h e m o s t reliable a n t i - v i r u s 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
software? traffic, y o u know, external visits t o o u r
website.
3 She has t h e c h e a p e s t c o m p u t e r .
G: OK.
4 T h e y haven't got the latest version.
S: C o u l d y o u d o a r e p o r t f o r me?
5 D o y o u h a v e t h e fastest processor? G: Sure. W h e n d o y o u n e e d i t b y ?
6 Has i t g o t W i n d o w s ? 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
7 T h e y have t h e latest software. finance director.
8 It has t h e b i g g e s t s c r e e n . 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 .

72 Audio script
 O 21 Q 25

1 H o w m a n y p e o p l e v i s i t t h e site? [I = IT expert; C = Colleague]

2 W h e r e d o t h e y go o n t h e w e b s i t e ? 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
3 How long do they spend on the website?
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?
Q 22 C: Yes, d a t a c o l l e c t i o n .
I: G o o d . T h e s e c o n d s t e p is y o u c r e a t e
1 30,000
categories t o organise the data i n t o relevant
2 700,000 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 ?
3 10,000,000 C: Sorting, right.
4 100,000 I: T h e n we arrange a n d systemise the data.
5 80,000 That's coding. Got that?
C: 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 .
I: After that, we enter the data into a system.
UNIT 4 Databases
That's entry.
0 23 C: OK.
I: Then, we clean the data and double-check
[C = C h r i s ; T = T i m ]
for faults a n d inconsistencies. That's t h e
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?
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 .
T: Sure. W h a t ' s t h e p r o b l e m ?
C: Fine. V a l i d a t i o n .
C: I need some i n f o r m a t i o n about a b o o k
I: F i n a l l y w e f o r m a t a n d a r r a n g e t h e d a t a so
budget fr om the database.
that it can be analysed. That's tabulation. A l l
T: OK.
right?
C: B u t I d o n ' t k n o w h o w t o get i t .
C: Thanks very much.
T: No p r o b l e m .
I: No problem.
C: So w h a t d o I d o f i r s t ?
T: Enter y o u r name and p a s s w o r d a n d press 26
enter.
C: E r m . . . ? 1 entry
T: You h a v e g o t a p a s s w o r d ? 2 collection
C: E r m , I c a n ' t r e m e m b e r i t . 3 tabulation
T: Use m i n e . T y p e i n t e v a n s , t h a t ' s 4 validation
t - e - v - a - n - s , t h e n snavet 5 sorting
s - n - a - v - e - t .
6 coding
C: OK.
i gather
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? 8 create
C: Basic French. 9 arrange
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 10 enter
c o l u m n . N o w Press F i n d . T h e r e i t is. OK, 11 d o u b l e - c h e c k
budget. Click o n Publishing and scroll d o w n 12 f o r m a t
t o P l a n t Costs a n d c l i c k o n t h a t .
C: G o o d . T h e r e ' s t h e b u d g e t i n t h e s e c o n d r o w . fjl 2 7
Thanks, T im.
1 emerging technology
T: N o p r o b l e m .
2 cloud computing
3 data storage
4 hard drive
1 C o u l d y o u h e l p m e please?
5 external drives
2 Please c o u l d y o u h e l p me?
6 back-up providers
3 Would y o u help me w i t h this software?
4 Please c o u l d y o u e x p l a i n h o w t o d o t h a t ?
5 Please w o u l d y o u g i v e m e y o u r p a s s w o r d ?

Audio script 73
 [T = T i m ; S = Sandy] 1 open an account
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 2 go t o t h e c h e c k - o u t
storage devices?
3 p u t an i t e m in t h e basket
S: Sure. H o w c a n I h e l p ?
4 browse the website
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
5 choose an i t e m
at h o m e .
S: Right. 6 check the order
T: 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.
S: I know what y o u mean. 1 T h e c o m p a n y w o n ' t p r o v i d e I n t e r n e t access
T: W hat s h o u l d I buy? to all employees.
S: I'd r e c o m m e n d an e x t e r n a l h a r d d r i v e . That's 2 I'll do the security checks and then upgrade
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 this week.
spend? 3 W h e n will y o u finish the work?
T: $200.
4 Yes, I w i l l .
S: T h a t s h o u l d be fine. You s h o u l d be able t o
5 No, she w o n ' t .
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 . [ M = M onika; 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?
UNIT 5 E-commerce
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
[I = Interviewer; D = David] a response. After that, the customer checks
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 out and completes the payment instructions.
online now? T h e n the server w i l l send a payment request
D: N o t m u c h , really. O n l y a b o u t 7%. 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
I: Why's that, do y o u think? will check the buyer's ability to pay w i t h the
D: 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 b a n k . OK?
cleaning products in supermarkets w h e n M : Fine. Go o n .
they b u y their food. A n d most people 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
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 acceptance o r r e j e c t i o n t o t h e seller's
supermarket. 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.
I: Do y o u t h i n k t h i s w i l l change? 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
D: P r o b a b l y b u t slowly. Last year o u r o n l i n e response w i t h the order confirmation or
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 . rejection.
I: So, i t is g r o w i n g a l i t t l e . M : W i l l t h e c u s t o m e r have t o register?
D: 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 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
customers will still buy our products from before t h e y c o m p l e t e the tr ansaction.
the supermarkets o n their websites. I don't M: Thank you. Now I understand.
t h i n k t h e y w i l l b u y online f r o m us dir ect.

1 n o t a l o t of t i m e
2 too much work
3 only a little money
4 a few c o m p u t e r s
5 a l o t of m e m o r y

74 Audio script
UNIT 6 Network systems O 36

O 34 [B = Boris; A = Ahsan]
B: I have a p r o b l e m w i t h t h e n e t w o r k d o w n l o a d
[A = A g a t h a ; K = K a t h a r i n a ] s p e e d . W h a t c a n y o u suggest?
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 A: W h y don' t y o u change t h e hub?
are y o u ? B: I d o n ' t t h i n k t h a t w i l l w o r k . T h e h u b is fine.
K: I ' m fine. A n d y o u ? A: OK. H o w about adding a repeater then?
A: Fine, t h a n k s . B: H m m , I ' m n o t sure i t w i l l help. It's n o t a
K: I ' m really glad t o hear a b o u t y o u r success. p r o b l e m w i t h t h e signal strength.
A: Thank you. A: 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
K: So h o w c a n I h e l p y o u ? n e t w o r k devices t o make sure that they are
A: 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 compatible with your network.
a d v i c e . W e t h i n k w e s h o u l d offer o u r B: What about changing the modem?
pr oducts a n d services online t o increase o u r A: I d o n ' t t h i n k it's necessary. I t h i n k it's a
market share. W h a t d o y o u think?
pr oblem w i t h t h e bridge, switch o r t h e
K: That's a great idea. Y o u s h o u l d d e f i n i t e l y d o router. You s h o u l d look at t h e specifications.
that. B: OK, I w i l l . T h a n k s for y o u r h e l p .
A: 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 ? A: W h y d o n ' t y o u check user r ecommendations
K: I'd r e c o m m e n d t h a t y o u set u p a n o n t h e i n t e r n e t as w e l l ?
E-commerce flower shop. B: Good idea. I'll d o t h a t .
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 tj0 37
recommendations.
1 W h y don ' t y o u change t h e modem?
A: O h , t h a n k y o u v e r y m u c h . W e o u g h t t o b e
r e a d y f o r M o t h e r ' s Day. 2 H o w about c o n n e c t i n g a repeater?
K: 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. 3 W hat about looking o n the website?
Let m e a s k y o u s o m e q u e s t i o n s ...
O 38
0 35
1 When d i dthey start work?
1 modem 2 T h e y installed t h e c o m p u t e r s yesterday.
2 repeater 3 We d i d n ' t w o r k last week.
3 bridge 4 She w e n t t o t h e office o n S u n d a y .
4 router 5 Did y o u finish t h e report?
5 gateway
0 39
6 switch
7 hub [K = Karoline; S = Sam]

8 K: H o w d o y o u descr ibe n e t w o r k speed?

wireless
S: I n bits, kilobits, megabits a n d gigabits. T hey
9 access p o i n t
describe n e t w o r k speed. For example, dial-
10 n e t w o r k c o n n e c t o r s
u p c o n n e c t i o n s a l l o w 56 k i l o b i t s p e r s e c o n d
11 n e t w o r k i n t e r f a c e c a r d a n d DSL f r o m 512 k i l o b i t s p e r s e c o n d t o 3
megabits per second.
K: O K . I've g o t t h a t . W h a t a b o u t t h e range?
S: R ange 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 .
M ost countries use metr ic b u t some use
feet as u n i t s of m e a s u r e m e n t . M e t r e s o r feet
u s u a l l y d e s c r i b e t h e r a n g e of a n e t w o r k .
Home n e t w o r k i n g routers s u p p o r t a range u p
t o 150 feet o r 46 m e t r e s i n d o o r s a n d 3 0 0 feet
o r 92 m e t r e s o u t d o o r s .
K: Thanks.

Audio script 75
1 77 k i l o b i t s p e r s e c o n d 1 Have y o u r u n the c o m p u t e r in the batter y
2 5 megabytes a second mode?
3 2 gigabytes per m i n u t e 2 H o w l o n g h a v e y o u h a d t h e iPad?
4 250 m e t r e s 3 Have y o u charged the battery?
5 40 feet 4 Has h e o p e n e d t h e file?
5 Has s h e e n t e r e d h e r u s e r n a m e a n d
UNIT 7 IT support password?
6 Have t h e y changed the Internet Service
041 Provider?
[H = Haider; M = M a r y a m ] 7 H a v e y o u c h e c k e d t h e r e m a i n i n g d i s k space?
H : H e l l o , I T H e l p Desk. 8 Have y o u installed or uninstalled software
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 . recently?
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 , 9 Has D i l l i p u p d a t e d t h e d r i v e r s r e c e n t l y ?
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 0>44
today I can't t u r n it on. Customer 1
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 ? Today is 5 May. Please leave your message after
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 . the tone.
It w o r k e d f i n e y e s t e r d a y . 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
H: D o n ' t w o r r y . Have y o u checked t h e cable 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 ?
connections? 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 .
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 Thank you for your call. The service person
d o n ' t k n o w w h i c h c a b l e goes w h e r e . is Alex.
H: M a k e s u r e a l l c a b l e s ar e t i g h t a n d f u l l y
plugged in. Customer 2
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 Today is 16 June. Please leave your message after
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 . the tone.
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 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
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 - f r o m a n a t t a c h m e n t . Please h e l p .
pronged port on the computer. 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 .
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. Thank you for your call. The service person
S o r r y a b o u t t h a t . S t u p i d of m e . is James.
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. Customer 3
M: Maybe. Good, we've solved the problem. Today is 13 July. Please leave your message after
T h a n k y o u , Haider. the tone.
H: Y o u ' r e w e l c o m e . H a v e a g o o d day. 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.
M: You too. 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 .
042
Thank you for your call. The service person
1 checked is Mahmoud.
2 switched
3 unplugged
4 worked
5 disconnected
 047

1 reversible ratchet driver 1 How can I help you?

2 screwdriver 2 I see.
3 h e x k e y set 3 I ' m s u r e w e c a n f i n d y o u r file.
4 pliers 4 Please go t o t h e s e a r c h b o x ...
5 wire cutter 5 Good luck.
6 wire stripper
7 insertion / extraction clipper UNIT 8 IT security and safety
8 three prong holder
0 48
9 tweezers
10 a n t i - s t a t i c w r i s t s t r a p [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
Q46 seems to w o r k .
A: H m m , w h a t have y o u d o n e t h i s time? Wow!
[H = H e l p d e s k t e c h n i c i a n ; T = T u k a ]
Y o u r l a p t o p is a m e s s .
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 ?
L: Sorry about that. I'll clean it u p .
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
A: Have y o u u p d a t e d y o u r antivirus software
computer to W indows 7 and n o w I can't find
recently?
m y p e r s o n a l files a n y w h e r e !
L: Yes, I h a v e . I d i d i t l a s t w e e k .
H: I see.
A: Well, that's good.
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
L: I'm afraid I m a y lose m y project. I haven'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 .
backed it up.
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 .
A: H m m . You might have spyware or some
T: W e l l , I h o p e so.
o t h e r malware o n y o u r computer. You
H: W h a t W i n d o w s v e r s i o n d i d y o u have before?
should install a good spyware doctor
T: Before I h a d W i n d o w s Vista.
program. A n antivirus program may not
H: OK. Is y o u r c o m p u t e r o n ?
catch everything.
T: Yes, i t is.
L: OK, I ' l l d o t h a t .
H: G o o d . F i n d Windows.old folder in y o u r C
A: A n d w h y don't you protect your WLAN
drive.
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
T: 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
attract hackers and piggybackers and then
W i n d o w s Explorer.
y o u m i g h t l o s e a l o t of w o r k .
H: Please go t o t h e s e a r c h b o x , w r i t e
L: Fine, I ' l l d o t h a t .
Windows.old a n d c l i c k enter.
A: I'll scan y o u r system w i t h m y anti-spyware
T: OK.
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 .
H: T h e Windows.old folder contains different
L: Thanks.
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 0 49
files t h e r e .
T: I ' l l d o t h a t . 1 Y o u r m u s t n ' t p u t y o u r c u p of coffee o n
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 the computer.
a problem. Good luck. 2 You m u s t n ' t w o r k w i t h o u t breaks.
T: T h a n k s . 3 Y o u a r e n ' t a l l o w e d t o s m o k e i n t h e office.
4 We aren't a l l o w e d t o send p r i v a t e emails.
5 Y o u s h o u l d n ' t eat l u n c h at y o u r d e s k .

Audio script 77
 P a r t n e r files: S t u d e n t B

1 W or king 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 ng 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 Networ k systems
B u s i n e s s matters S p e a k i n g e x e r c i se 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 ng 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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