English for IT Student's book 1.pdf

English Information Technology Vocational English Course

B o o k

Contents Function

nit 1 Working in the IT in.dustry

Meeting people p.4

J o b s in IT p.6

S c h e d u l e s p.8

Introducing yourself and others

Vocabulary

Present tense of be

Introductions

I'm Natasha, nice to meet you.

Personal questions

Describing your job

Present Simple What do you do? 1 am a programmer.

Jobs

Describing your daily routine and

Schedules What time does it start?

Routines Times

times Spelling p. 10

Language

Using the alphabet

What does

WWW stand

How do you spell

for?

IT acronyms The alphabet

that?

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

Describing computer hardware

Unit2: Compu ter systems

hardware p. 12 Computer

Comparatives That monitor

Computer hardware

is bigger than

mine.

Describing computer software

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

Computer softw ware

Working with c o m p u t e r s p.16

Describing tasks

Present continuous Are you installing it now?

Computer tasks

Computer

Understanding computer usage

must, mustn't,

Computer usage

software p. 14

u s a g e p.18

can, can't,

don't have to 1 must update my files

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

Talking about websites

Unit 3 Websites

purpose p.20 Website analytics p.22

Question words (1) Which websites

Getting information about websites

Purpose of websites

do you visit?

Question words (2) How many people visit our

Website analysis tools website?

Large numbers Website development p.24

Developing a website

The best

Talking about your favourite

Describing things

w e b s i t e s p.26

websites

There are a lot of photos

Database b a s i c s p.28

Understanding database products

Asking people to do things

Data p r o c e s s i n g p.30

Describing data processing steps

Data storage a n d

Talking about data storage and

Asking for and giving advice

Data storage and back-up

b a c k - u p p.32

devices

What should 1 do?

solutions

Describing steps in a process After that...

Functions of a website Features of a website Adjectives

on this

website

nit 4 Databases

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

Could you help me,

Quick questions to check understanding Got that?

You should buy a flash Database systems benefits p.34 B u s i n e s s matters p.35

Contents

Using data in company departments

Entering a database

please? Data processing steps Prepositions

drive. Company departments

Types (

Function

•

E-commerce

Explaining E-commerce types

c o m p a n i e s p.36

Language

Vocabulary

Quantity

Types of business

many, a few,

Unit 5 E -comme

p

E-commerce features p.38

Describing the features of an e-commerce website

Transaction security p.40

Talking about security

Online

Describing the transaction process

Linking ideas

Website features

/ have a PC and laptop

at home

Future (will + infinitive) Hackers

Networks

won't be able to get into the network Online transactions

transactions p.42

lit 6 Network systems

B u s i n e s s matters p.43 Types of network p.44

Explaining networks

Networking

Describing and fixing network hardware

Making suggestions

hardware p.46 Talking about the

Using the past tense

Past Simple When did they launch the

I'd recommend it's cheaper.

past p.48

Types of network system

Giving reasons a Dell computer

because

Network hardware

Why don t you call the IT Help

Desk?

Problems with hardware Networking sites

network?

Time expressions yesterday

3 Network range a n d s p e e d p.50

Talking about network capabilities

Network terminology Speeds and ranges

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

Understanding faults

lit 7 IT si ipport

diagnosis p.52

i_ 3

The present perfect Has (s)he switched

Software repair p.54

Filling in service reports

Hardware repair p.56

Using toolkits and making repairs

off the

computer?

Fault diagnosis: questions and answers Fault diagnosis questions Possible solutions

Explaining the use of something We use tweezers

to hold small

Toolkits objects

Customer

Computer hardware Phonecalls

service p.58 B u s i n e s s matters p.59

Unit 8 IT security t and sat

a

Security solutions p.60

Describing security solutions

Workstation health

should/shouldn't

and safety p.62

Identifying a safe working environment

Security procedures p.64

Explaining network and system security

Expressing prohibition Vou mustn't give your password

Reporting

Reporting a security incident

Expressing possibility You may have a virus on the

computer.

Types of security threats Security systems

•

Office rules

Security procedures to anyone. Reporting process

incidents p.66 B u s i n e s s matters p.67

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

Contents

3

Working in the IT industry

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

others

• ask a n d a n s w e r p e r s o n a l q u e s t i o n s • talk a b o u t s c h e d u l e d tasks

• use the a l p h a b e t a n d s p e l l out w o r d s

Meeting people H o w d o y o u greet p e o p l e i n y o u r c o u n t r y ? W h a t d o y o u say w h e n y o u greet p e o p l e i n English?

Speaking

Reading

2

C o m p l e t e these dialogues w i t h t h e w o r d s i n t h e b o x . all

is

too

Listening

Speaking

name's

Welcome

Nice

this

What's

1

Natasha: H i , m y (1) Natasha. Khalid: Pleased t o (2) _ you. I'm Khalid Ali. Natasha: Pleased t o meet y o u , ( 3 ) .

2

Philip: Ahmed: f'hilip:

G o o d m o r n i n g . (4) I ' m A h m e d . A n d (5) M y name's P h i l i p . (6) .

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

Hi everybody, (7). . is I n g r i d . Hi! I n g r i d , t h i s (8) . A h m e d , L i n d a , M o h a m m e d a n d Mansoor. Nice m e e t i n g y o u (9) Likewise. (10) t o t h e t e a m a n d g o o d luck.

3

. y o u r name? _ are? t o meet y o u .

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

4

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

5

W o r k i n s m a l l g r o u p s . Practise i n t r o d u c t i o n s . F o l l o w t h e i n s t r u c t i o n s below. 1 2

1

you

meet

Working in the IT industry

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

Listening

6

L i s t e n t o t h i s d i a l o g u e a n d c h o o s e t h e c o r r e c t answers. K a t h r y n : K a r i m , w h a t d o y o u do? Karim: I'm a (1) website developer/network administrator. w o r k for? K a t h r y n : I w o r k for CISCO. I ' m a (2) system analyst/website W h e r e are y o u f r o m , K a r i m ?

Who do you analyst

there.

Karim:

I'm f r o m K u w a i t . I w o r k for M i c r o s o f t t h e r e . A n d w h e r e are y o u from, Kathryn?

Kathryn

I ' m f r o m t h e (3) UK/US b u t n o w I live i n Qatar. Do y o u k n o w w h e r e Glenda's from? She's f r o m t h e US. A n d w h a t ' s h e r job?

Karim: Kathryn Karim:

She w o r k s for (4) IBM/Dell.

Her j o b is t o set u p n e w s y s t e m s .

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

I'm Sam.

1 am Sam.

You're/We're/They're from the UK.

You/ We/They are from the UK.

He's/She's

He/She is a website developer.

a website developer.

It is in the US.

It's in the US. We use be to ask personal questions.

7

BcXH

Where are you from?

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

I'm, You're, She's, Reading

8

What is his name/job?

What's his name/job?

He's, It's, We're,

They're/Their

C o m p l e t e t h i s e m a i l w i t h am, is, are, their, our o r my.

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

contact number (9)

675 567 567.

Best regards Jessica Martin

Writing

Speaking

9

W r i t e a r e p l y t o t h e e m a i l i n 8. I n t r o d u c e y o u r s e l f a n d t h r e e p e o p l e i n your group.

1 0 W o r k i n pairs. A s k a n d a n s w e r q u e s t i o n s a b o u t y o u r j o b s , c o m p a n i e s and nationalities. Example: A: Where are you B: I'm from ....

from?

Working in the IT industry

1

5

Jobs i n IT Speaking

1

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

Reading

2

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

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

firewalls.

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

database analyst

IT support officer

network administrator

network architect 1 2 3 4

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

Language Present simple What do you do? I'm a programmer. We use the present simple to talk about routines and things that are permanent or happen all the time.

What does she do? She's a developer. Where does she work? She works for IBM in Poland. She doesn't work in Estonia. Where do they work? They work for Siemens in Egypt. Do you work in IT? Yes, 1 do/No 1 don't.

Listening

3 StfjEH

L i s t e n t o t h r e e p e o p l e t a l k i n g a b o u t t h e i r jobs. C o m p l e t e these j o b descriptions. 1

2

3

6

1

Working in the IT industry

Karl Job: software c o m p u t e r games. R e s p o n s i b i l i t i e s : he designs a n d Heba Job: analyst Responsibilities: h e . . computer problems. Wojtek Job: database . e l e c t r o n i c data. R e s p o n s i b i l i t i e s : he analyses a n d .

1

Speaking

4

W o r k i n p a i r s . A s k a n d answer q u e s t i o n s a b o u t K a r l , Heba a n d Wojtek. Example: A: What does Karl B.He's ....

L i s t e n a n d c o m p l e t e t h i s dialogue.

Listening Ahmed: Betty: Ahmed: Milo: Betty: Milo: Betty: Milo:

W h e r e (1) y o u w o r k , Betty? 1 w o r k for Dell i n D u b a i . W h a t (2) . you? I (3) for HP i n Budapest. W h a t d o y o u (4) , Milo? . developer. I w o r k ( 6 ) . I'm a (5) . Microsoft i n Prague. Frida? Milo, do you (7). Yes, I d o . W h a t d o y o u (8) t o know? W h e r e (9) she w o r k ? She w o r k s w i t h ( 1 0 ) . . i n Prague. She designs w e b s i t e s for

Ahmed:

(11) I see. Right, let's go. T h e w o r k s h o p s t a r t s i n five m i n u t e s .

6

L i s t e n a n d repeat these q u e s t i o n s . 1 2 3 4 5

Writing

do?

7

Where do y o u work? W h a t a b o u t you? W h a t d o y o u do? W h a t d o y o u w a n t t o know? W h e r e does she w o r k ?

W h a t is y o u r d r e a m job? W r i t e a j o b d e s c r i p t i o n for t h e j o b of y o u r c h o i c e . Job: Company to work for: Responsibilities:

Speaking

8

Tell t h e rest of t h e g r o u p a b o u t y o u r d r e a m j o b . Use y o u r notes t o h e l p y o u . Example:

My dream job is ... . I design/solve/analyse

....

Working in the IT industry

Schedules L i s t e n t o t w o p e o p l e at a n IT conference. C o m p l e t e t h i s d i a l o g u e .

Listening

Penelope: Don:

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

are you.' t h a n k s , Penelope. A n d you? I'm OK. Bit t i r e d f r o m t h e flight. Right.

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

Don: Penelope: Don:

(3) w o r k s h o p (4) y o u w a n t t o a t t e n d today, Don? I w a n t t o go t o t h e CISCO n e t w o r k s e c u r i t y w o r k s h o p . Sounds i n t e r e s t i n g . W h a t t i m e does i t start? It (5) A n d (6) It (7)

at 9.15. does i t finish? at 4.00 i n t h e a f t e r n o o n .

Well, I (8) to attend the Microsoft Windows Applications w o r k s h o p . It (9) at 8.30 a m a n d (10) at 6.00 p m . But t h e y have t w o breaks, at 10.30 a n d 12.45. That's good. H o p e y o u e n j o y y o u r session. You t o o . See y o u a r o u n d .

Language Schedules We use ar with clock times. It starts at 9.15. (nine fifteen!quarter past nine) It begins at 8.30. (eight thirty/half past eight) What time does it

start/begin/finish/end?

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

When do you have a break?

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

L i s t e n a n d repeat t h e s e t i m e s . 1 2 3 4

7.05 6.45 8 o'clock 10.45

5 6 7 8

4.35 2.15 12 o ' c l o c k 9.50

L i s t e n a n d repeat t h e s e sentences. 1 2 3 Speaking

4

It finishes at 5.00. It ends at 8.00. It s t a r t s at 6.00.

W o r k i n pairs. A s k a n d answer q u e s t i o n s a b o u t y o u r d a i l y s c h e d u l e a n d breaks. Make notes. Example: A: What time/When do you start work? B: I start at 8.00. What about you? A: I begin at... .

5

Tell a n o t h e r pair a b o u t y o u r p a r t n e r ' s schedule. Example:...

Reading

6

starts work at 8.00 and finishes

at 4.00. She has a break at 12.00.

C o m p l e t e these sentences w i t h t h e w o r d s i n t h e box. at

at

in

for

from

I w o r k i n an office (1) Canada. I w o r k D u b a i b u t I'm (2) (3) SAP t h e r e . I s t a r t w o r k (4) . 8.15, have l u n c h i n a cafe (5) 1.30 a n d finish a b o u t 5.00.

/

Writing

7

II

9

W r i t e t h r e e sentences a b o u t y o u r s e l f a n d y o u r d a i l y schedule. Working in the IT industry

1

9

Spelling W o r k i n s m a l l g r o u p s . List t h e IT a c r o n y m s y o u know.

Speaking

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

FTP (File Transfer Protocol) a standard network protocol used to copy a file from one host to another.

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

Listening

2

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

a hj k bcdegptvz f Imnsxz

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

i y o

qu w r Speaking

4

W o r k i n pairs. Make a list of a c r o n y m s . Ask a n d answer q u e s t i o n s . Example: A: What does HTML stand for/mean? B: It stands for/means

10

1

Working in the IT industry

....

Business matters You are at a t r a i n i n g w o r k s h o p . T h e t r a i n e r asks all t h e trainees t o c o m p l e t e t h e f o r m a n d i n t r o d u c e themselves. C o m p l e t e t h i s f o r m a b o u t yourself.

Writing

Participant Information Name:

Date:

DOB: Contact:

Place of residence: Phone

Email

Interests:

IT job you want and why:

2

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

3

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

You are a n e w e m p l o y e e in a c o m p a n y . Your p o s i t i o n is a n e t w o r k administrator. You are responsible for setting u p firewalls, s e c u r i t y levels, wireless connection, usernames and passwords.

Speaking

4

W o r k i n p a i r s . Student A: y o u are t h e IT h e l p desk c o o r d i n a t o r , M r s M a h m o u d . T u r n t o page 68. Student B: y o u are Sharifa. T u r n t o page 78. C o m p l e t e t h e task. Swap t h e roles.

Dear Mrs Mahmoud, I am a new e m p l o y e e i n F i n a n c e . I n e e d h e l p w i t h a c c e s s t o t h e company n e t w o r k . P l e a s e c a n y o u o r g a n i s e a t r a i n i n g s e s s i o n f o r me? I am f r e e o n T h u r s d a y a f t e r 2 . 3 0 . Do I n e e d t o come t o y o u r o f f i c e ? Do y o u g i v e c e r t i f i c a t e s a f t e r t h e t r a i n i n g ? T h a n k y o u v e r y much f o r y o u r h e l p . Sharifa

Working in the IT industry I 1

11

r

O

m

V> W

n

i

l

i l l

t

P

r

U L V / i

• talk about w h a t is h a p p e n i n g

l

• talk a b o u t o b l i g a t i o n s

• o

y

o

l

* make comparisons

• talk about ability and d

l

o

now

necessity

Computer hardware W o r k i n s m a l l g r o u p s . M a k e a list of all t h e c o m p u t e r h a r d w a r e y o u use i n y o u r

Speaking

w o r k o r study. Vocabulary

2

Label t h e d i a g r a m w i t h t h e c o r r e c t i t e m s 1-11. 1

monitor

2 3 4

case motherboard CPU ( C e n t r a l Processing Unit or Processor) main m e m o r y (RAM)

5

Listening

2

3

Computer systems

ksj

6 7 8 9 10 11

e x p a n s i o n cards (video, g r a p h i c ) power supply unit optical disk drive hard disk drive keyboard mouse

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

Bob:

W h a t d o y o u t h i n k ? W h i c h (1)

Daisy:

I ' m n o t sure. T h i s c o m p u t e r has a (2) has a (3) processor.

is b e t t e r for t h e sales team?

Bob: Daisy: Bob: Daisy: Bob: Daisy: Bob:

A n d t h e o t h e r one? Well, i t is (4) A n d (5) Yes, y o u ' r e r i g h t . L i g h t e r a n d smaller. B u t t h e bigger o n e is (6) So w h a t is o u r decision? I ' m n o t sure. Let's go for a coffee a n d discuss t h i s again.

m e m o r y and I think it

Language Comparatives things. For short adjectives we add -er (than). Be careful of spelling.

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

Some comparatives are irregular.

The new monitor was bigger than the old monitor.

big

bigger

fast

faster

Your processor

easy

easier

It's easier to use than the other one.

difficult

more/less difficult

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

expensive

more/less expensive

His computer is less expensive than hers.

reliable

more/less reliable

1 think you should buy that CPU. It is more reliable than the one you have.

bad

worse

That screen resolution is much worse than before!

good

better

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

is faster than mine.

Make t h e c o m p a r a t i v e f o r m of these adjectives. Example: 1 2 3 4 5 6 7

long

longer

light efficient. long wide heavy fast dark

8 soft 9 hard 10 d u r a b l e .

Reading

5

BEIQI

6

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

7

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

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

The Corsair

is longer than the Imation

C o r s a i r F l a s h Survivor G T 8 G B

8GB

/ M'

/fisr // / / / J*3r / /

mtSM

Writing

/

/

but

slimmer.

Imation Clip F l a s h Drive 4 G B

4GB

Read at 34MB/S

Read at 15MB/S

Write at 28MB/S

Write at 9MB/s

3.25" x 0.75"

2.95" x 1.14"

Aluminium

Plastic

256-bit A E S

No data encryption

S W encryption

Five year warranty

Ten year warranty

Price £10

Price £25

8

W o r k i n pairs. W r i t e a n e m a i l t o a colleague c o m p a r i n g t h e t w o p r o d u c t s i n 7.

Computer systems

2

13

Computer software W o r k i n s m a l l g r o u p s . Make a list of a l l t h e c o m p u t e r software y o u use i n y o u r w o r k o r study. T h i n k a b o u t :

Speaking

2

• •

application software p r o g r a m m i n g software

•

s y s t e m software

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

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

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

For long adjectives we use trie most/the least.

big

biggest

The new monitor was the biggest in the room.

fast

fastest

Your version of the software is the fastest.

easy

easiest

It's the easiest to use.

difficult

the most/least difficult

This version is the most difficult to use.

expensive

the most/least expensive

His computer is the least expensive.

reliable

the most/least reliable

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

bad

the worst

That is the worst software I've ever used!

good

the best

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

Some superlatives are irregular.

Speaking

3

W o r k i n s m a l l g r o u p s . Talk a b o u t t h e s o f t w a r e y o u a n d y o u r non-IT colleagues use. A n s w e r these q u e s t i o n s . 1 2 3 4 5 6 7

14

2

Computer systems

W h a t are t h e differences b e t w e e n t h e IT a n d non-IT software y o u have listed? W h i c h is t h e cheapest? W h i c h is t h e m o s t expensive? W h i c h is t h e most/least reliable? W h i c h is t h e m o s t difficult/easiest t o use? W h i c h is t h e best/worst? W h i c h is t h e most/least user-friendly?

Listening

B

4

L i s t e n t o t w o colleagues d i s c u s s i n g s o f t w a r e a n d c o m p l e t e

t h i s dialogue. Tim:

W h a t d o y o u t h i n k a b o u t these t h r e e p h o t o i m a g i n g packages?

Simone:

It's a difficult c h o i c e . A l l t h r e e are v e r y g o o d b u t t h e y have different s t r e n g t h s . I agree. Serif Image Plus has (1) image (2) OK. But Magic E x t r e m e has t h e (3) p r o c e s s i n g of images. You're r i g h t . A l s o , Serif has (4) special (5) B u t w h a t a b o u t Snap Pro? dubbing options. Well, i t has t h e ( 6 ) . photos. A n d Snap Pro is t h e best for (7) efficient I ' m n o t sure. Serif has (8) (9) W h i c h is t h e m o s t expensive? O h , Serif Image Plus. A n d t h e cheapest? Snap Pro. Let's get Snap Pro t h e n . I ' m s t i l l n o t sure!

Present tense of have

(got) I've/You've/We've/They've He's/She's/It's

(got)...

I/You/We/They have not (got) ... He/She/It has not

(got)...

He/She/It doesn't

Has he/she/it Do l/you/we/they Does he/she/it

5

have... have...

6

(got)...

I/You/We/They do not have ... He/She/It does not have ...

got...?

got...? have...? have...?

I K J U 3 I L i s t e n a n d repeat these sentences. 1 2 3 4 5 6 7 8

Writing

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

He/She/It hasn't

Have 1 you/we/they

Listening

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

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

I/You/We/They don't We use have (got) to talk about possession.

(got)...

We've got t h e best s o f t w a r e . Does i t have t h e m o s t r e l i a b l e a n t i - v i r u s software? She has t h e cheapest c o m p u t e r . T h e y h a v e n ' t got t h e latest v e r s i o n . Do y o u have t h e fastest processor? Has it got W i n d o w s ? T h e y have t h e latest software. It has t h e biggest screen.

W o r k i n pairs. W r i t e five sentences c o m p a r i n g t h r e e software p r o d u c t s y o u use o r know. Computer systems

2

15

Working w i t h c o m p u t e r s Listening

L i s t e n a n d c o m p l e t e t h i s dialogue.

1

Paul: Hi, B r i n i t h a . B r i n i t h a : H i , Paul. H o w ' s i t (1) ? Paul: B r i n i t h a : Fine, fine. W h a t (2) Paul: - y o u (3) B r i n i t h a : O h , 1 (4) Nero. H o w are y o u g e t t i n g on? Paul:

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

B r i n i t h a : Well, I (5) a n e t w o r k . I (6) M i c r o s o f t Server. Paul: Right. W h e r e is Jackie today? Do y o u k n o w ? B r i n i t h a : Yes. She is o n a t r a i n i n g c o u r s e today. She (7) about the new database s y s t e m . Paul: W h a t a b o u t M a r y a n d Imran? W h e r e are they? B r i n i t h a : T h e y (8) i n today. T h e y have a d a y off.

Language

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

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

He's/She's

not installing the software.

We/They aren't coming in today.

Are you installing it now? What am I doing? What are you/they doing? What is he/she

2

doing?

C o m p l e t e t h e s e sentences w i t h is/isn't, am/am not,

are/aren't.

1 2 3 4 5

It I She They We

going well. learning a new program. w o r k i n g i n t h e office today. She has a day off. i n s t a l l i n g t h e new software. setting up the network.

6 7 8 9

We Where What I

u s i n g W o r d . We have a different w o r d - p r o c e s s i n g p r o g r a m . t h e y w o r k i n g today? he i n s t a l l i n g o n t h e c o m p u t e r ? c o m i n g i n today. I'm sick.

10

she w o r k i n g at h o m e today?

Vocabulary

3

M a t c h t h e sentence halves 1-8 t o a - h . Hanka is c r e a t i n g P h i l i p is i n s e r t i n g a n Rob is t r o u b l e s h o o t i n g We are r u n n i n g B e t t y is c o n n e c t i n g T h e y are b u r n i n g

Listening

4

f X H

a) b) c) d) e) f)

t h e software. a check-up. a file. a device. CDs. image.

L i s t e n a n d repeat these sentences.

W h a t are y o u d o i n g now? Are t h e y s e t t i n g u p t h e n e t w o r k ? She's w o r k i n g at h o m e today. I'm n o t i n s t a l l i n g t h e software. We're n o t u s i n g W o r d . Speaking

5

L o o k at t h e p i c t u r e s A-F. Describe w h a t is h a p p e n i n g . Example:

Writing

He is moving

...

6

W o r k i n pairs o r s m a l l g r o u p s . Talk a b o u t w h a t y o u are d o i n g at t h e m o m e n t i n y o u r w o r k o r study.

7

W r i t e t h r e e sentences saying w h a t y o u a n d y o u r collegues are d o i n g at t h e m o m e n t i n y o u r w o r k o r study.

Computer systems

2

17

Computer usage Read w h a t Ben says a b o u t c o m p u t e r usage i n his office. A n s w e r t h e q u e s t i o n s .

Reading

1 2 3 4 5

W h a t m u s t Ben do? W h a t c a n B e n do? W h a t c a n ' t Ben do? Can he o p e n a n y w e b s i t e ? W h y is i t i m p o r t a n t t o f o l l o w c o m p u t e r dos a n d d o n ' t s ?

d o n ' t have t o b a c k ^ \ up files every d a y that's automatic.

I have t o log in using m y user name and password.

Speaking

2

Make a list of c o m p u t e r usage w h e r e y o u w o r k o r s t u d y . C o m p a r e y o u r list w i t h the group.

Language must, mustn't, can, can't, don't have to You must come to work on time.

We use must and mustn't for obligations.

You mustn't be late. We use can and can't for possibility and ability.

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

We use have to for something that is necessary.

1 have to log in using my password.

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

We don't have to work at the weekend.

Writing

3

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

18

2

Computer systems

to.

have

Business matters A c o m p a n y asks y o u t o r e c o m m e n d a c o m p u t e r a n d w o r k s t a t i o n c o n f i g u r a t i o n for t h e i r sales t e a m . In s m a l l g r o u p s , d e c i d e w h a t t o r e c o m m e n d . Use t h e office floor p l a n b e l o w t o p r e p a r e t h e c o m p u t e r a n d w o r k s t a t i o n c o n f i g u r a t i o n . T h i n k a b o u t these t h i n g s :

Speaking

1 2 3 4

T h e r e are six p e o p l e i n t h e sales t e a m . Five p e o p l e are o u t of t h e office f o u r days of t h e week. One p e r s o n is i n t h e office all t h e t i m e - t h e t e a m a d m i n assistant. E m p l o y e e s need a n e t w o r k c o n n e c t i o n ( w i r e d a n d w i r e l e s s ) .

5 6

Employees p r i n t , scan a n d copy. C o m p a n y a n d c l i e n t data m u s t be s t o r e d o n a separate d e v i c e a n d backed u p regularly.

£3

2

Make y o u r r e c o m m e n d a t i o n s t o a n o t h e r g r o u p . Choose t h e best c o m p u t e r configuration. Example:

Writing

3

We recommend

this configuration.

You have

... . /It has

....

Write a short email to t h e IT manager w i t h your recommendations.

Computer systems

2

19

• d i s c u s s the p u r p o s e of w e b s i t e s

Websites

3

• talk a b o u t w e b s i t e features • describe a process • write a proposal

Website p u r p o s e W h i c h websites d o y o u

Speaking

use i n y o u r w o r k a n d s t u d y ? Make a list a n d share i t w i t h a partner. Do y o u use t h e same sites?

Reading

2

Read t h i s t e x t a b o u t different t y p e s of w e b s i t e . A n s w e r these q u e s t i o n s .

T Y P E S O F W E B S I T E - A GUIDE F O R W E B S I T E DESIGNS The purpose of an organisational website is to inform about an idea or event. Companies develop commercial websites to sell products or services. Entertainment websites are designed to entertain or provide fun activities. People visit news websites to obtain information. The purpose of a personal website is to provide information about an individual. Social networking websites help people to exchange personal information. Educational websites aim to share knowledge and enable online learning.

1 2 3 4 Vocabulary

3

Why do Why do W h y do Why do

people people people people

visit visit visit visit

o r g a n i s a t i o n a l websites? c o m p a n y websites? e n t e r t a i n m e n t websites? news websites?

C o m p l e t e these sentences a b o u t t h e p u r p o s e of w e b s i t e s w i t h t h e w o r d s i n the box. offer Example: topics.

practise

present

promote

The purpose

of Nationalgeographic.com

read

sell

is to present

share information

1 2 3 4

People v i s i t CNN.com t o i n t e r n a t i o n a l news. Some w e b s i t e s w a n t t o a service. C o m p a n i e s use A m a z o n . c o m t o their products. Thegreenshoppingguide.co.uk wants to environmentally friendly shopping.

5 6

Students visit Math.com t o their maths. English t e a c h e r s j o i n e l t f o r u m . c o m t o t e a c h i n g resources.

on

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

Which websites do you visit/go to? 1 use Wikipedia a lot.

We use what to ask about things.

What do you use CNN for? 1 use it to get the news.

We use why to ask the reason for something.

Why do you use Wikipedia? 1 use Wikipedia to check information.

We use when to ask about time.

When do you use CNN? In my lunchbreak.

Listening 1 2 3 4 Speaking

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

K

5

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

W o r k i n p a i r s . Use t h e w e b s i t e s y o u l i s t e d i n 1 t o ask a n d answer q u e s t i o n s . Example: A: Which websites B: I use ....

6

Interviewee name

do you

use?

Go a r o u n d t h e class a n d ask five s t u d e n t s t o n a m e t h e w e b s i t e s t h e y v i s i t a n d use at h o m e . W r i t e d o w n a w e b s i t e for each of t h e f o u r headings 1-4 i n the table.

Interviewee uses these websites to: 1 entertain

2 get news

3 research/study

4 shop

a) b) c) d) e) 7

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

Websites

3

21

Website analytics Speaking

1

W h a t i n f o r m a t i o n can y o u get a b o u t w e b s i t e traffic u s i n g a w e b s i t e analysis

Questi

a p p l i c a t i o n ? W o r k i n p a i r s . Make a list.

M AT&T * hw«.

9:51

PM

MySite.com

-

el A T & T T

|

We u

9:53PM

Oct 1. ZOOS-DtcV 2006

Overview R e p o r t s

(

>

Today 0 i

Visitors O v e r v i e w

>

Visitors O v e r v i e w

>

iphone app review

Event Tracking Overview

>

Visits

We U:

369

iphone application reviews

312

gotapps

190

newest iphone apps

178

iphone game reviews

y

132

22,273

Absolute Unique visitors

16.444;

Pageviews

58,465

Average Pageviews G o a l s Overview

473

177

Content Overview

m

iphone app reviews

Visits • 22.273

Dashboard

Traffic O v e r v i e w

1

K e y w o r d (Visits)

>

2.62

labyrinth game

81

app reviews

80

Time on Site

00:01:47

fun 2 player games

73

Bounce Rate

67.83%

craiglist iphone app

73

Visitors R e p o r t s ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^ ^

Reading

2

W h i c h items of t h e a n a l y t i c s p r o g r a m m e a b o v e answer t h e s e questions? Example:

Large

A: Where do you find information B: In 'Visitors Overview'. 1 2 3 4 Listening

3

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

George: Sarah: George: Sarah: George: Sarah: George: Sarah:

22

3

Websites

4

visitors?

W h e r e can y o u find o u t h o w m a n y p e o p l e v i s i t t h e website? W h e r e can y o u see w h a t percentage of p e o p l e v i e w o n l y one page o n t h e website? W h e r e d o y o u find i n f o r m a t i o n a b o u t h o w l o n g t h e y s p e n d o n t h e website? W h e r e do y o u see h o w m a n y people searched for 'gotapps' t o find the website?

Sarah: George: Sarah:

Vocabulary

about the website's

George, I (1) s o m e i n f o r m a t i o n a b o u t o u r website. OK, w h a t d o y o u need t o (2) ? Well, I need s o m e i n f o r m a t i o n a b o u t w e b s i t e (3) , y o u know, external visits t o our website. OK. (4) y o u d o a r e p o r t for me? Sure. (5) d o y o u need i t by? Er, t o m o r r o w m o r n i n g , I'm (6) It's for t h e finance director. OK, w h a t d o y o u need t o k n o w (7) ? Well, t h e (8) of v i s i t o r s t o o u r w e b s i t e last m o n t h , t h e i r m o v e m e n t s a n d actions o n t h e w e b s i t e , a n d w h e r e t h e y ' r e f r o m . OK, I (9) do that. T h a n k s v e r y (10) indeed.

M a t c h t h e w e b s i t e analysis t o o l s 1-5 t o t h e d e s c r i p t i o n s a-e. 1

traffic

a) i n f o r m a t i o n a b o u t w h e r e t h e v i s i t o r s t o y o u r site are f r o m

2

meta tag

b ) i n v i s i b l e i n f o r m a t i o n (e.g. a h i d d e n k e y w o r d ) o n a website

3 4 5

visitor map user profile page o p t i m i s a t i o n

c ) i n f o r m a t i o n a b o u t a user and t h e sites t h e y b r o w s e d ) i n c r e a s i n g t h e n u m b e r of v i s i t o r s t o y o u r site e) t h e m o v e m e n t a n d a c t i o n s of v i s i t o r s t o y o u r site

20,00 400,0 500,0 3,000

Language Question words (2) How many people visit our website every day? About 20,000. We use how much/how many to ask about quantity.

How many hits do we get each month? About 40,000. Where are the visitors from? From Asia and the US.

We use where to ask about places.

Where do they go on our website? To 'News'.

We can use how + adjective/adverb to ask about degree.

Listening

5

BljEOi 1 2 3

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

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

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

Language Large numbers 20,000

twenty thousand

400,000

four hundred

thousand

500,000

five hundred thousand/half a million

3,000,000

three million

6

H o w d o y o u say these n u m b e r s ? 30,000 700,000 10,000,000 100,000 80,000 Listen and check your answers.

Speaking

8

W o r k i n pairs. You b o t h w o r k i n w e b s i t e a n a l y t i c s . A s k a n d a n s w e r q u e s t i o n s about website visits. Student A: T u r n t o page 68 Student B: T u r n t o page 78

to°nrh

s

Website development Speaking

1

D e s c r i b e s o m e t h i n g y o u d o e v e r y d a y at h o m e o r at w o r k . Use t h e w o r d s i n t h e Language b o x below. Example: Sending an email. First, click on 'New email'. After

that...

Language

FINANCE

Describing steps in a p r o c e s s First,

do....

To start, do

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

Reading

1

....

Next,....

After that

nriMdM luJOObn

Then Secondly,....

Thirdly,... .

Finally,....

To

Labour poll vie

finish,....

Complete this text w i t h the w o r d s in the box.

2

• w i l l

Finally

First

Next

Secondly

Action on inflation r

Then

Thirdly

fmm cum i M «

***m

Big US banks to I quarterly profits

The steps in website development

I

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

om

•-- M M

-

m

(i)

.ft)r m .c - »

After y o u p u b l i s h t h e w e b s i t e , u p d a t e a n d m a i n t a i n i t o n an o n g o i n g basis. M o n i t o r c u s t o m e r use.

3

Speaking

24

L

3

Websites

4

Base* hardens bank * warm •

W o r k i n pairs. Complete t h e flowchart t o s h o w t h e w e b s i t e d e v e l o p m e n t process.

1

Talk to customer

v

3

D e s c r i b e t h e w e b s i t e d e v e l o p m e n t process t o a n o t h e r pair i n y o u r o w n w o r d s .

Reading

5

L o o k at t h e w e b s i t e s b e l o w a n d a n s w e r these q u e s t i o n s . 1

W h a t are t h e websites?

2 3 4 5

Do y o u use these websites? W h y / W h y not? W h a t is t h e p u r p o s e of each w e b s i t e : sell, i n f o r m , share, educate? W h a t are t h e m a i n features of each website? T h i n k of t w o m o r e w e b s i t e s t h a t have t h e same p u r p o s e . A r e t h e y different t o t h e ones below? W h y ?

FINANCIAL T I M E S W

WMchttwtalMdrfK*? BMtWVMMOicftrrc* W*«rO.»-430Ctr

jWa.?V 4 > ^

* * h V

AdMft M M U a n CerweK Canwefceniracew **** Ceewefll

M M TMI *MW * M » M mmmtmmvmmttltamtmmmmmmtumt

MafieeeAeflt ffprtOflfl Finance

Life A Ana

Labour poll victory deals blow to coalition UJ

1 Majority of 3,558 over Lib Dems in Oldham

fmm

• WMntfl>MlOWMMnBmU»Ow«

urn

WMO

-0 17%

EuKiMaoo

i.w -c«a%

M«LOHBtm»lMHM Alan Utaraturn b* P*'

-

© 2010 A m a z o n . c o m Inc, a n d its affiliates. All rights reserved.

Vocabulary

2

W h a t are t h e steps i n b u y i n g p r o d u c t s online? N u m b e r these sentences i n t h e c o r r e c t order. a) b) c) d)

The customer The customer The customer The customer

e) f) g) h)

T h e c u s t o m e r goes t o t h e w e b s i t e . T h e c u s t o m e r searches and/or b r o w s e s t h e w e b s i t e . T h e c u s t o m e r chooses t h e i t e m ( s ) t o buy. T h e c u s t o m e r s checks t h e order. K

Listening 1 2 3 4 5 6 Speaking

4

opens a n a c c o u n t . goes t o t h e check-out. p u t s t h e i t e m ( s ) i n a basket o r s h o p p i n g c a r t . pays for t h e p r o d u c t ( s ) w i t h a c r e d i t o r d e b i t c a r d .

• • • • • • •

Listen a n d repeat these phrases.

open an account go t o t h e c h e c k o u t p u t a n i t e m i n t h e basket browse the website choose an item check the order

W o r k i n p a i r s . Use firstly, secondly,

then, after that, finally t o d e s c r i b e t h e steps i n

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

Language Linking ideas We use and to link sentences that describe similar actions or situations.

/ have a PC and a laptop at home.

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

1 use Amazon but 1 don't use iTunes.

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

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

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

Would you like tea or

Reading

5

now.

coffee?

J

C o m p l e t e t h i s t e x t w i t h t h e w o r d s i n t h e box. and

but

or

Companies want to reach more customers, (1) to set up an online business (2)

they go online. I t is easy

i t is difficult to design and develop a

website that attracts a lot of customers. Hardware (3)

software provide

basic infrastructure for E-commerce. Networking, customer interface and payment solutions are very important parts of a company's E-commerce solution. Customers expect a fast and reliable service (4)

Vocabulary

6

they w i l l go somewhere else to buy things.

M a t c h t h e first half of t h e sentences 1-6 t o t o t h e s e c o n d half a-f. 1 2

Effective p r o d u c t i n f o r m a t i o n a n d C u s t o m e r s can use t h e i r c r e d i t cards, PayPal o r

3 4 5

We used a l o t of p r o m o t i o n s , so I d o n ' t k n o w h o w t o b u y online b u t T h e y w a n t t o b u y a Cat 5e cable so

6

I n E-commerce y o u can l o o k at a

a) I ' l l c h e c k o n l i n e t u t o r i a l s . b ) e l e c t r o n i c c h e q u e s t o pay for transactions. c) y o u c a n ' t t o u c h i t . d ) o u r sales i m p r o v e d a lot. e) t h e y search t h e I n t e r n e t . f) p r o m o t i o n s a t t r a c t c u s t o m e r s .

p i c t u r e of a p r o d u c t b u t Speaking

7

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

website.

39

Transaction security Speaking

1

Reading

W h a t are t h e p o t e n t i a l s e c u r i t y t h r e a t s t o o n l i n e s h o p p i n g ? Share y o u r ideas w i t h the group. Read t h i s e m a i l . A n s w e r these q u e s t i o n s .

TO: All Employees From: IT Director Subject: Online transactions security We are developing new website security features. We will have a virtual private network with a firewall which will help stop cyber attacks on the network perimeter. The web application protection firewall (WAF) will protect our website from hacker attacks on customer contacts and login boxes. Secure Socket Layer (SSL) will create a secure connection for the users. We will have two-factor authentication (2FA). Website administrators will go through two layers of security before they access the hosting environment. This will prevent password leaks. All data will have encrypted backup to protect sensitive information. I am sure the company will benefit from the new security measures. Thank you Hamda Banna 1 2 3 4 5 6

H o w m a n y s e c u r i t y features w i l l t h e c o m p a n y have? W h i c h s e c u r i t y feature w i l l s t o p attacks o n t h e c o m p a n y n e t w o r k ? W h a t s o l u t i o n w i l l p r o t e c t c u s t o m e r c o n t a c t s a n d l o g i n boxes? W h a t w i l l p r o t e c t p r i v a t e user i n f o r m a t i o n sent o v e r t h e n e t w o r k ? W h a t w i l l t h e t w o - f a c t o r a u t h e n t i c a t i o n prevent? What will protect information?

Language Future (will + infinitive) The new security system will protect our customer's

better.

Hackers won't/will not get into the network. We use will + infinitive without to to talk about plans for the future. (Something we think, believe or know will happen.)

When will we change to the new security We'll/we will do it next month.

system?

Will the new system have a firewall? Yes, it will./No, it won't.

Listening

£3 1 2 3 4 5

40

5

E-commerce

M Listen a n d repeat these sentences.

T h e c o m p a n y w o n ' t p r o v i d e I n t e r n e t access t o all employees. I ' l l d o t h e s e c u r i t y checks a n d t h e n u p g r a d e t h i s week. W h e n w i l l y o u finish t h e w o r k ? Yes, I w i l l . ! No, she w o n ' t .

Speaking

4

W o r k i n s m a l l g r o u p s . Talk a b o u t y o u r organisation's plans o r y o u r o w n plans for t h e future. A s k a n d answer each o t h e r q u e s t i o n s . Example: A: We '11 open a new office in B: When will you open it? A: Next year.

Vocabulary

5

Singapore.

Label t h e n e t w o r k d i a g r a m w i t h t h e c o r r e c t i t e m 1-8. 1 2 3 4 5 6 7 8

the Internet t h e l o c a l area n e t w o r k t h e h a r d w a r e firewall ( w i t h a r o u t e r ) c o m p u t e r s w i t h firewall software o u t b o u n d traffic i n b o u n d traffic r e s t r i c t e d traffic a l l o w e d traffic

Secure private network Public network

Speaking

6

You are s e t t i n g u p a n e w c o m p u t e r w o r k s t a t i o n w i t h a n e t w o r k c o n n e c t i o n . Your c l i e n t w a n t s t o use t h e set-up for o n l i n e purchases, b a n k d e a l i n g a n d financial t r a n s a c t i o n s securely. Talk a b o u t w h a t s e c u r i t y s o l u t i o n y o u w i l l install. Present y o u r s o l u t i o n t o t h e g r o u p .

E-commerce

5

41

Online transactions Shayan is t e l l i n g M o n i k a h o w c u s t o m e r s w i l l p a y for s o m e t h i n g o n l i n e o n a n e w website. Complete this dialogue w i t h t h e w o r d s i n t h e box.

Reading

accounts gateway

Speaking

3

payment

rejection

confirmation

customer

First

web

Shayan, c a n y o u e x p l a i n h o w a c u s t o m e r (1) transaction?

Shayan:

OK, it's v e r y easy. (2) t h e c u s t o m e r w i l l place a n order. T h e seller's (3) s e r v e r w i l l c o n f i r m a v a i l a b i l i t y of t h e p r o d u c t a n d send a response. After t h a t , t h e c u s t o m e r checks o u t a n d c o m p l e t e s t h e (4) i n s t r u c t i o n s . T h e n t h e s e r v e r w i l l send a p a y m e n t request t o a p a y m e n t (5) T h e p a y m e n t gateway w i l l c h e c k t h e buyer's a b i l i t y t o pay w i t h t h e (6) OK? Fine. Go o n .

. an online

Monika:

T h e b a n k w i l l r e s p o n d a n d send p a y m e n t acceptance o r (7) t o t h e seller's w e b s e r v e r t h r o u g h t h e p a y m e n t gateway. Finally, t h e c u s t o m e r w i l l receive t h e s e r v e r response w i t h t h e o r d e r (8) o r rejection. W i l l t h e (9) have t o register? Yes, a l l b u y e r s m u s t have t h e i r (10) before t h e y c o m p l e t e the transaction. Thank you. Now I understand.

\W^¥fM

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

Monika: Shayan:

2

completes

Monika:

Monika: Shayan:

Listening

bank

C o m p l e t e t h e f l o w c h a r t of t h e o n l i n e p u r c h a s i n g process. T h e n e x p l a i n i t t o your partner.

c c

11 Usefu

C

c

Introc

11 Spea

Closi

42

Business matters Writing

You w o r k for SellOnline.com. T h e c o m p a n y d e v e l o p s E-commerce s o l u t i o n s for small businesses. Your c l i e n t , D o c u m e n t L t d , sells s t a t i o n e r y . T h e y sell l o t s of different t y p e s of p r o d u c t . D o c u m e n t L t d w a n t s t o d e v e l o p its o n l i n e presence t o r e a c h c u s t o m e r s m o r e effectively. C o m p l e t e t h e p r o p o s a l t e m p l a t e . Use these questions to help y o u .

1

1 2 3

W h a t t y p e of E-commerce w i l l D o c u m e n t L t d offer? W h a t E-commerce t e c h n o l o g i e s w i l l D o c u m e n t L t d use t o a t t r a c t c u s t o m e r s ? W h a t s e c u r i t y s o l u t i o n s w i l l t h e c o m p a n y set u p i n o r d e r t o p r o t e c t b o t h t h e customer and the company?

4 5

W h a t t o o l s a n d features w i l l t h e c o m p a n y w e b s i t e have? How will the customer complete transactions?

Proposal No. 2011/123/45

Date:

Customer:

Business activity:

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

Language Useful phrases for presentations Good morning/afternoon everybody. Thank you for coming.

Introduction

Today we are going to

present....

First, 1 am going to talk

about....

Then, we will show you

....

Finally, we will answer your questions Speakers

Now, I'll hand over to my

....

colleague.

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

Closing

Thank you very much for listening. Are there any

Speaking

2

questions?

Prepare a n d d e l i v e r a p r e s e n t a t i o n for t h e m a r k e t i n g d i r e c t o r of D o c u m e n t L t d . Use y o u r p r o p o s a l f r o m 1 t o h e l p y o u .

Network systems

6

• describe networks • talk about the past • talk a b o u t n e t w o r k range a n d s p e e d s

Types of n e t w o r k W h a t c o m p u t e r n e t w o r k s d o y o u use i n y o u r w o r k o r studies? W h a t d o y o u use t h e n e t w o r k s for? H o w d o y o u access t h e n e t w o r k s ?

Speaking

Listening

.

L73 H A g a t h a is t h e o w n e r of a s m a l l flower s h o p . K a t h a r i n a is a n e t w o r k a r c h i t e c t . A g a t h a needs s o m e a d v i c e f r o m K a t h a r i n a a b o u t a n e t w o r k s o l u t i o n for h e r c o m p a n y . L i s t e n a n d i ^ answer these q u e s t i o n s . 1 2 3 4

Reading

3

W h a t does A g a t h a t h i n k she s h o u l d do? W h a t does K a t h a r i n a recommend? W h a t does K a t h a r i n a say she w i l l do? W h e n does A g a t h a w a n t t h e n e t w o r k t o be ready?

Read Katharina's email t o Agatha. C o m p l e t e t h i s email w i t h t h e w o r d s i n t h e box. equipment remote

Internet should

VPN

LAN

recommend WAN

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

44

6

Network systems

Giving r<

• m a k e r e c o m m e n d a t i o n s a n d suggestions We use I the reasc can start

Language Giving reasons

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

Speaking

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

4

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

5

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

solution

1 for ... because

....

Mobile Worker

Area 1

Area 2

Area 5 CCTV

Internet Router/ Modem

Network 10/1 mps switch

Area 3

0

Area 4

Remote wireless

il CCTV

m Writing

I

6

CCTV

W r i t e a d e s c r i p t i o n of t h e n e t w o r k s o l u t i o n y o u use at w o r k o r at h o m e . W h i c h of t h e t h e t h r e e s o l u t i o n s i n 4 is i t m o s t like? W h y ? Network systems

6

45

N e t w o r k i n g hardware Speaking

Vocabulary

Listening

1

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

2

W o r k i n p a i r s . Make a list of all t h e n e t w o r k i n g h a r d w a r e y o u can t h i n k of. C o m p a r e y o u r list w i t h a n o t h e r pair.

3

M a t c h t h e w o r d s 1-8 t o t h e d e s c r i p t i o n s a-g. 1 2

a modem a repeater

3

a bridge

4

a router

5

a gateway

6 7

a switch a hub

8

a wireless access p o i n t

4 flPTRTI 1 2 3 4 5 6 7 8 9 10 11

46

6

Network •yttenu

\

a) is an entrance t o another n e t w o r k b) channels i n c o m i n g data b u t maintains the b a n d w i d t h speed c) allows wireless devices t o connect t o t h e n e t w o r k d ) modulates a n d demodulates the data i n t o a digital or an analog signal e) channels i n c o m i n g data b u t shares the b a n d w i d t h a m o n g t h e devices present o n a n e t w o r k f) sends t h e digital signal further o n i n the n e t w o r k g) connects n e t w o r k s and sends packages of data between t h e m h ) connects n e t w o r k s t h a t use the same p r o t o c o l

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

modem repeater bridge router gateway switch hub wireless access p o i n t network connectors n e t w o r k interface c a r d

Reading

5

C o m p l e t e t h i s dialogue w i t h t h e w o r d s i n t h e box. about

change

devices

speed

should

user

What What can

I have a p r o b l e m w i t h t h e n e t w o r k d o w n l o a d (1) y o u suggest?

Ahsan: Boris: Ahsan: Boris:

W h y d o n ' t y o u (2) the hub? I d o n ' t t h i n k t h a t w i l l w o r k . T h e h u b is fine. OK. H o w (3) a d d i n g a repeater then? w i t h t h e signal H m m , I'm n o t sure i t w i l l h e l p . It's n o t a (4) strength. to OK, t h e n y o u s h o u l d c h e c k t h e cables a n d n e t w o r k ( 5 ) . make sure t h a t t h e y are c o m p a t i b l e w i t h y o u r n e t w o r k . (6) about changing the modem?

Boris: Ahsan:

. I t h i n k it's a p r o b l e m w i t h t h e b r i d g e , I d o n ' t t h i n k it's (7) l o o k at t h e specifications. s w i t c h o r t h e router. You (8) OK, I w i l l . T h a n k s for y o u r h e l p . recommendations on the Internet W h y d o n ' t y o u c h e c k (9) as well?

Boris: Ahsan: Boris: b

problem

Boris:

Ahsan:

Listening

necessary

G o o d idea. I ' l l d o t h a t . L i s t e n a n d c h e c k y o u r answers.

wLu

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

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

What about + -ing

What about buying a new router? 1 don't think that will wonX.

How about + -ing

How about reading the instructions I'll do that.

K

8

1 2 3 4 5 9

L i s t e n a n d repeat t h e s e suggestions.

C o m p l e t e t h e s e sentences w i t h t h e w o r d s i n t h e box. between

Speaking

first?

W h y d o n ' t y o u change t h e m o d e m ? H o w a b o u t c o n n e c t i n g a repeater? What about looking o n the website?

1 2 3 Vocabulary

m

desk?

on

over

to

with

this computer? Is t h i s software c o m p a t i b l e . a s m a l l area. A L A N c o n n e c t s devices the modem? Is t h e c o m p u t e r c o n n e c t e d . T h e L A N a l l o w s y o u t o share i n f o r m a t i o n users. Why don't you look t h e Internet?

W h a t p r o b l e m s d o y o u have w i t h n e t w o r k s ? W o r k i n p a i r s . Make a list. T h i n k a b o u t speed, c o m p a t i b i l i t y , h a r d w a r e a n d software.

10

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

This software

doesn't

B:

Why don'tyou

... ?

work with this

....

Network systems

Talking about the past Reading

1

H o w m u c h d o y o u k n o w a b o u t t h e h i s t o r y of n e t w o r k i n g ? Can y o u m a t c h these events 1-4 t o t h e dates a - d ? 1 2 3 4 a) b) c) d)

Speaking

2

T h e c r e a t i o n of t h e W o r l d W i d e Web T h e s t a r t of Facebook T h e l a u n c h of T w i t t e r T h e b e g i n n i n g of MySpace 2006 1990 2003 2004

W h a t social n e t w o r k s d o y o u use? H o w m u c h t i m e d o y o u s p e n d o n them? Example:

Reading

3

I use ... . I spend

about....

Read t h i s t e x t a b o u t Karl's IT career u p u n t i l n o w a n d answer these q u e s t i o n s . 'I left school in Cambridge in the U K at the age of 18 and went straight t o the University of Bristol t o study computing in 2000.1 graduated in 2004 and decided t o travel around the w o r l d f o r a year. In 2006 I got a job back in Cambridge w i t h the software company A r m . I stayed w i t h A r m for t w o years and then went t o w o r k for Microsoft in Seattle in the U S A T h i s is where I am now and I love it!'

1 2 3 4 5

W h e n d i d K a r l go t o u n i v e r s i t y ? W h e n d i d h e leave u n i v e r s i t y ? W h a t d i d h e d o after u n i v e r s i t y ? W h e r e d i d K a r l go i n 2006? W h e n d i d h e go t o Seattle?

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

When did l/she/he/we/they create the network? She created the network in December 2008. 1 started the network last year.

Time expressions

1 looked at that yesterday. 1 had broadband connected three days/a month/two years ago. 1 used that system last weeklyearlmonth. 1 started that user group on Monday/in June/in 2001.

Listening

K

4 1 2 3 4 5

Speaking

5

L i s t e n a n d repeat t h e s e sentences.

M

When did they start work? T h e y i n s t a l l e d t h e c o m p u t e r s yesterday. We d i d n ' t w o r k last week. She w e n t t o t h e office o n Sunday. D i d y o u finish t h e r e p o r t ?

Practise asking a n d a n s w e r i n g q u e s t i o n s a b o u t w h a t y o u d i d y e s t e r d a y o r last week in y o u r w o r k or studies. Example: A: What did you do last B: I worked on the new

6

week? network.

Talk a b o u t w h a t y o u d i d o n y o u r last day off. Example: A: What did you do on your day off? B: I went to the gym.

Language Past simple (2)

Regular past tense endings

Irregular past tense endings

Writing

7

look

looked

use

used

install

installed

connect

connected

work

worked

setup

set up

go

went

see

saw

do

did

buy

bought

be

was

W r i t e t h r e e o r four sentences a b o u t y o u r o w n c o m p u t i n g e d u c a t i o n and/or w o r k u p u n t i l now. Use t h e t e x t i n 3 t o h e l p y o u .

Speaking

8

W o r k i n p a i r s . Ask a n d answer q u e s t i o n s a b o u t y o u r e d u c a t i o n and/or w o r k .

Network systems

6

49

N e t w o r k range and speed L i s t e n a n d c o m p l e t e t h i s d i a l o g u e b e t w e e n K a r o l i n e a n d Sam.

Listening

Karoline: H o w d o y o u d e s c r i b e n e t w o r k speed? Sam: In b i t s , k i l o b i t s , m e g a b i t s a n d gigabits. T h e y d e s c r i b e n e t w o r k speed. For e x a m p l e , dial-up c o n n e c t i o n s a l l o w (1) kilobits per s e c o n d a n d DSL f r o m (2) kilobits per second t o (3) megabits per second. K a r o l i n e : OK. I've g o t t h a t . W h a t a b o u t t h e range? Sam: Range is t h e d i s t a n c e of n e t w o r k coverage, so d i s t a n c e u n i t s r e p r e s e n t n e t w o r k range. M o s t c o u n t r i e s use m e t r i c b u t s o m e use feet as u n i t s of m e a s u r e m e n t . M e t r e s o r feet u s u a l l y d e s c r i b e t h e range of a n e t w o r k . H o m e n e t w o r k i n g r o u t e r s s u p p o r t a range u p t o (4) feet o r ( 7 ) .

feet o r (5) m e t r e s i n d o o r s a n d (6) metres outdoors.

Karoline: T h a n k s . 2

^ L f X E l L i s t e n a n d repeat t h e s e s p e e d s a n d ranges. 1 2 3 4 5

Speaking

3

Say t h e s e speeds a n d ranges. 1 2 3

Reading

77 k i l o b i t s p e r s e c o n d 5 megabits a second 2 gigabits p e r m i n u t e 250 m e t r e s 40 feet

156 feet 12kbit/s 4Gbit/m

4 5 6

7,000 metres 95 Mbit/s 65 Mbit/s

4

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

5

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

Range Wireless networks have limited range. Network range depends on the type of 802.11 protocol, strength of the device transmitter and the architecture of the surrounding area. Some structures, such as walls and metal frames, reduce the range of a WLAN by 2 5 % . However, users can extend the range of a WLAN. Repeaters forward the wireless signal to access points or routers and increase the range of a network. Speed Bandwidth and latency are the measures of computer network speed, or data transfer rate. Bandwidth is the maximum throughput of data in bits per second. Some modems support 100 Gbit/s but speed depends on the hardware and software used. Latency is the delay that network creates during the transfer data. Users have no, or very little, control over bandwidth and latency.

1 2 3 4

H o w m a n y t h i n g s does n e t w o r k range d e p e n d on? W h a t c a n r e d u c e n e t w o r k range? W h a t c a n i m p r o v e n e t w o r k range? W h a t t w o t h i n g s affect speed?

Business matters K a r a m a n d Natasha w o r k for t h e C o m H e l p c o m p a n y . T h e c o m p a n y p r o v i d e s IT services t o c u s t o m e r s . K a r a m a n d Natasha w o r k i n different areas of t h e city. Every w e e k t h e y w r i t e a r e p o r t for t h e i r boss. Read t h e i r notes.

Reading

Monday

Natasha

Karam

Tuesday

Wednesday

Thursday day off

colled CISCO about

went +o British

attended-Ru>

a training

Council +o ins+oll

"training on network

do paperwork

new software

cabling

went+oTESCu+o

set up LAW in o

doy off

•fix Ca+fe cobles

paper factory

Friday Wad o vneeting wi+U. tVe -tea«n

installed an audio/ video server in (Alelcare nosprtol

You

Writing

2

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

3

W r i t e a r e p o r t a b o u t w h a t y o u d i d last week. Example:

Speaking

4

Last week I...

. On Monday

I...

and

....

Roleplay t h e f o l l o w i n g s i t u a t i o n . Explain t o y o u r boss w h y y o u w e r e n o t i n t h e office. Student A: T u r n t o page 68 Student B: T u r n t o page 78 Network systems

6

51

•

IT s u p p o r t

7

talk a b o u t r e s u l t s of a n a c t i o n

•

write service

•

e x p l a i n the u s e of t h i n g s

reports

•

deal with problems Pre

Fault diagnosis W o r k i n p a i r s . Make a list of c o m p u t e r h a r d w a r e p r o b l e m s . C o m p a r e y o u r list w i t h a n o t h e r pair.

Speaking

We (an the

pa

Irr

Reading

2

Read t h i s d i a l o g u e a n d c o m p l e t e i t w i t h t h e w o r d s i n t h e box. checked

disconnected

unplugged Haider: Maryam: Haider: Maryam: Haider: Maryam: Haider: Maryam: Haider: Maryam: Haider: Maryam: Haider: Maryam Haider: Maryam Listening 52

7

IT support

3

worked

found

go

switched

type

tight

working

Hello, IT Help Desk. Hi, t h i s is M a r y a m f r o m H u m a n Resources. Hi, t h i s is Haider. H o w can I h e l p y o u , M a r y a m ? I (1) m y c o m p u t e r off y e s t e r d a y a n d t o d a y I c a n ' t t u r n i t o n . W h a t (2) of c o m p u t e r d o y o u have? I'm n o t sure. It's a d e s k t o p c o m p u t e r . It (3) fine yesterday. D o n ' t w o r r y . Have y o u (4) t h e cable connections? No, I h a v e n ' t . I can see s o m e cables b u t I d o n ' t k n o w w h i c h cable goes w h e r e . M a k e sure all cables are (5) a n d fully plugged i n . Ok, give me a sec. O h , I t h i n k I've (6) t h e p r o b l e m . I have one cable t h a t is (7) It's t h e p o w e r cable. W h e r e does it go? T h e p o w e r cable s h o u l d (8) . in the three-pronged p o r t on the computer. OK, d o n e . Let me t r y now. It's (9) fine. S o r r y a b o u t t h a t . S t u p i d of me. M a y b e t h e cleaners (10) y o u r PC b y m i s t a k e last n i g h t . M a y b e . G o o d , w e ' v e s o l v e d t h e p r o b l e m . T h a n k y o u , Haider. You're w e l c o m e . Have a g o o d day. You t o o . L i s t e n a n d c h e c k y o u r answers.

4 BE2Eb 1 2

Listen a n d repeat these w o r d s .

checked switched

3 4

unplugged worked

5

disconnected

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

She hasn't finished the report. Has she switched off the computer? Yes, she has./No, she hasn't. Have you checked the cable Yes, 1 have. /No, 1 haven't.

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

clean

cleaned

work

worked

do

done

be

been

run

run

see

seen

have

had

make

made

Irregular past participles

5

connections?

C o m p l e t e these q u e s t i o n s w i t h have o r has a n d t h e c o r r e c t f o r m of t h e v e r b in b r a c k e t s . . (run) the computer in the you b a t t e r y mode? ( h a v e ) t h e iPad? . you. How long _ (charge) the battery? you. . ( o p e n ) t h e file? he_ _ ( e n t e r ) h e r u s e r n a m e a n d password? . she. they _ ( c h a n g e ) t h e I n t e r n e t Service Provider? . ( c h e c k ) t h e r e m a i n i n g d i s k space? you_ you_ . (install) or (uninstall) software recently? Dillip ( u p d a t e ) t h e d r i v e r s recently? Use t h e present perfect t o make p o s i t i v e o r negative sentences. Example: t h e screen/go/blank The screen's gone blank. 1 2 3 4 5 6

t h e charger/stop/working I/not/upgrade/the o p e r a t i n g s y s t e m She/not/install/the u p d a t e s They/reinstall/the a p p l i c a t i o n She/not/be able t o fix t h e p r o b l e m I/defragment/your d r i v e

Listening

7

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

Speaking

8

W o r k i n pairs. Practise a p h o n e call t o t h e c o m p a n y IT h e l p desk. Student A: T u r n t o page 69. Student B: T u r n t o page 79. IT s u p p o r t

7

53

Software repair £ j j l You w o r k for SoftwareHelp.com as a h e l p d e s k t e c h n i c i a n . Listen t o t h r e e p h o n e calls a n d c o m p l e t e t h e s e c o n d a n d t h i r d t i c k e t s .

Listening

Help Desk ticket Date

5.05

Name

Bolek

Problem

Word file won't open in Office.

Contact

0504445553

Service Person

Alex

2

Help Desk ticket Date Name Problem

Contact Service Person

3

Help Desk ticket Date Name Problem

Contact Service Person

Speaking

2

W o r k i n p a i r s . C o m p a r e y o u r notes i n t h e t h r e e t i c k e t s . Is y o u r i n f o r m a t i o n t h e same? L i s t e n again a n d check.

3

W h a t o t h e r software p r o b l e m s d o c o m p u t e r users o f t e n have? Discuss w i t h the group. Example:

54

7

IT support

Computer

users often

....

Reading

4

C o m p l e t e t h e s e r v i c e r e p o r t s for t h e IT s u p p o r t t e a m . Use t h e i n f o r m a t i o n in t h e t h r e e t i c k e t s a n d t h e w o r d s in t h e box. Check

file

saved

version

install

move

version

Date

6.05

Name

Bolek

Fault diagnosis questions

1 What (1)

Possible solutions

of Office do you have?

1 If you have newer version, (3)

?

an Office patch.

2 Ask the sender to save the file in an older version and it.

Date

17.06

Name

Sara

Fault diagnosis

1 Have you (5)

Possible solutions

run

2 What is the version of the (2)

(4)

questions

resend viruses

the file?

2 Are there any messages about ( 6 ) .

1 (7).

in the attachment?

. the attachment changes.

2 Look for the file in Internet Temporary Files. Service Report

Date

14.07

Name

Sylvia

Fault diagnosis questions

1 What ( 8 ) .

of Office do you have?

2 Have you checked the Recycle Bin? 3 Have you (9)

Possible solutions

disk defragmenter recently?

1 If the file is in the Recycle Bin, (10) _ My Documents.

it to a folder in

2 If the file isn't in the Recycle Bin, install undeleted software.

Speaking

5

W o r k i n p a i r s . Practise t h r e e p h o n e c o n v e r s a t i o n s b e t w e e n t h e IT s u p p o r t t e a m a n d Bolek, Sara a n d Sylvia. Use t h e i n f o r m a t i o n i n t h e t h r e e t i c k e t s in 1 a n d t h e service reports. Example: A: Good morning. How can I help you? B: My name is Bolek and I have a problem

with opening

a file. IT support

7

55

Hardware repair Label t h e d i a g r a m w i t h these t o o l s ( i n b o l d ) f r o m t h e a d v e r t i s e m e n t .

Reading

This kit has all the tools you'll require to fix a computer. There is a r e v e r s i b l e r a t c h e t d r i v e r w i t h 20 different sized bits, a 6-inch flathead s c r e w d r i v e r , a reversible 1/8-inch mini screwdriver, a h e x k e y s e t and 5-inch, long nose p l i e r s . This set also has a 5-inch w i r e - c u t t e r / s t r i p p e r , an I.C. i n s e r t i o n / e x t r a c t i o n c l i p p e r , a t h r e e p r o n g h o l d e r , t w e e z e r s , a spare parts box w i t h parts, an a n t i - s t a t i c w r i s t s t r a p , and a black zipper case. The tools are demagnetized so your system and magnetic media is safe from any damage.

Listening

2

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

Vocabulary

3

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

reversible ratchet driver

2

screwdriver

3

hex key

4

pliers

5

wire cutter/stripper

6

insertion/extraction clipper

7

tweezers

8

anti-static w r i s t s t r a p

) )

a) used f o r i n s e r t i n g a n d r e m o v i n g fibre c o n n e c t o r s i n t i g h t spaces b ) used t o p r e v e n t e l e c t r o s t a t i c discharge c) used f o r t i g h t e n i n g a n d r e m o v i n g screws used f o r easy d r i v i n g of screws a n d n u t s e) used t o h o l d s m a l l objects 0 used t o h o l d objects, c u t o r b e n d t o u g h materials g) used t o d r i v e b o l t s a n d screws i n t o a hexagonal socket h ) used f o r c u t t i n g w i r e o r r e m o v i n g the insulation

56

7

IT support

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

This tool is used for tightening the

screws.

We use this tool for tightening the

screws.

We use tweezers to hold small

used/use to + verb

objects.

Tweezers are used to hold small

objects.

Speaking

4

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

Reading

5

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

a) It measures e l e c t r i c a l p r o p e r t i e s s u c h as AC o r DC voltage, c u r r e n t a n d resistance. It t r o u b l e s h o o t s e l e c t r i c a l p r o b l e m s i n b a t t e r i e s , p o w e r s u p p l i e s , a n d w i r i n g systems. b) It is an e l e c t r o n i c device t h a t checks t h e e l e c t r i c a l c o n n e c t i o n s i n w i r e d devices. c) It checks t h e s y s t e m a n d identifies p r o b l e m s i n different areas of t h e c o m p u t e r h a r d w a r e . It u s u a l l y checks t h e c o m p u t e r ' s m e m o r y , k e y b o a r d , m o n i t o r , s y s t e m p r o c e s s o r a n d h a r d d i s k speed. d ) It is a device w h i c h tests t h e o p e r a t i o n of t h e s y s t e m as i t b o o t s u p . It identifies s y s t e m e r r o r s w h e n t h e s y s t e m is d e a d o r u n a b l e t o s t a r t f r o m t h e h a r d d i s k o r CD. 6

N o w answer these q u e s t i o n s . 1 2 3 4

What What What What

is a m u l t i m e t e r used for? is t h e cable tester used for? is a s y s t e m d i a g n o s t i c c a r d u s e d for? is t h e diagnostic software used for? IT s u p p o r t

7

57

Customer service L o o k at t h e c a r t o o n . H o w d o p e o p l e react w h e n t h e r e is a p r o b l e m w i t h t h e i r c o m p u t e r ? Why?

Speaking

Date Name Proble

Contact Service

L i s t e n t o a p h o n e call t o a c o m p a n y IT h e l p desk. Choose t h e c o r r e c t answers a, b o r c, t o t h e q u e s t i o n s .

Listening

1 2 3 4

5

3

W h a t is Tuka's p r o b l e m ? a) c a n ' t p r i n t o u t b) has lost files H o w does T u k a sound? a) w o r r i e d b) a n g r y c) t i r e d

c) is n o t c o n n e c t e d t o t h e n e t w o r k

W h a t is t h e p o s s i b l e cause of t h e p r o b l e m ? a) a h a r d w a r e u p g r a d e b) a s e r v e r p r o b l e m c) a software u p g r a d e W h a t is t h e h e l p desk t e c h n i c i a n ' s first suggestion? a) go t o a folder o n t h e s e r v e r b ) go a folder o n t h e d e s k t o p c) go t o a folder o n t h e C d r i v e W h a t is t h e h e l p desk t e c h n i c i a n ' s s e c o n d suggestion? a) He w i l l call b a c k i n five m i n u t e s , b) He w i l l c o m e d o w n t o Tuka's office, c ) He w i l l get h e l p f r o m s o m e o n e else.

L i s t e n again a n d c o m p l e t e t h e t e c h n i c i a n ' s sentences. How can I I I'm.

. you! . w e can find y o u r file. go t o t h e search b o x

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

58

Writing

5

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

Speaking

6

W o r k i n pairs. Read y o u r dialogues t o t h e rest of t h e class.

' support

Business matters Reading

1

You w o r k as an IT h e l p desk t e c h n i c i a n . Y o u are r e s p o n s i b l e for these t i c k e t s f r o m colleagues i n y o u r c o m p a n y . Read t h e t i c k e t s . W h a t are t h e p r o b l e m s ? Help Desk ticket

Help Desk ticket

Help Desk ticket Date

10.11

Date

11.11

Date

12.11

Name

Ben

Name

Clare

Name

Simone

Problem

I can't print out.

Problem

I can't connect to the network.

Problem

My computer fan is very noisy.

Contact

0504446231

Contact

0504445558

Contact

0504446553

Service Person

You

Service Person

You

Service Person

You

Writing

2

Choose o n e of t h e H e l p Desk t i c k e t s f r o m 1. W r i t e q u e s t i o n s for t h e fault diagnosis a n d p o s s i b l e s o l u t i o n s . Example:

Is there an error message

Have you tried restarting

your

on your screen?

What does it say?

computer? Service Report

Date Name Fault diagnosis questions Possible solutions

Speaking

3

W o r k i n p a i r s . Roleplay t h e c o n v e r s a t i o n s a b o u t t h e p r o b l e m s . Student A is t h e h e l p desk t e c h n i c i a n a n d Student B is t h e colleague.

T H P

c* £±r*nv\ ¥-%7

•

•l-l

o C v * L I I . l L j r

• e x p r e s s possibility a n d p r o h i b i t i o n

0

,

„ _ J

C X L 1 vJ.

0

n f r t f T T

o d l C l

V

t

a

^ about security solutions

* report events and incidents • r e c o m m e n d improvement actions

Security solutions Speaking

1

W o r k i n p a i r s . Make a list of a l l t h e different w o r d s a b o u t s e c u r i t y t h r e a t s a n d attacks y o u c a n t h i n k of.

Reading

2

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

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

hacker virus

browser hijacker

malware attack

spyware

worm

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

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

Spreads without the user taking action and usually acts in operation system. (3)

Speaking

60

8

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

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

3

Have y o u ever h a d a c o m p u t e r s e c u r i t y threat? Has anyone ever hacked i n t o y o u r c o m p u t e r system? Use t h e w o r d s a n d phrases i n 2 t o describe w h a t happened.

4

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

IT security and safety

Vocabulary

5

M a t c h t h e s e c u r i t y s o l u t i o n 1-5 t o its p u r p o s e a-e. 1 2

a firewall — a n t i v i r u s software

3 4

authentication 1 username, p a s s w o r d a n d biometric scanning encryption

5 Listening

6

a) p r e v e n t s damage t h a t v i r u s e s m i g h t cause b) m a k e s u r e o n l y a u t h o r i s e d p e o p l e access the network c) checks t h e user is a l l o w e d t o use s y s t e m d ) b l o c k s u n a u t h o r i s e d access codes e) p r o t e c t s t h e s y s t e m f r o m p u b l i c access

L i s t e n t o t h i s d i a l o g u e a n d answer t h e q u e s t i o n s . L u d e k has asked his IT e x p e r t f r i e n d , Ales, for h e l p . 1 2 3

W h y does L u d e k w a n t Ales t o c h e c k his laptop? W h y is L u d e k w o r r i e d t h a t he m a y lose his project? W h a t does Ales t h i n k has h a p p e n e d t o Ludek's l a p t o p .

4 5 6

W h y does he r e c o m m e n d L u d e k installs an anti-spyware software? W h y is i t i m p o r t a n t t o have a n e t w o r k access password? W h a t w i l l Ales d o for Ludek?

Language Expressing possibility We use may/might + infinitive without to to talk about things that are possible now or in the future.

Speaking

7

You may have a virus on your computer. The program might not run properly.

W o r k i n p a i r s . Practise g i v i n g a d v i c e t o a non-IT e x p e r t o n p r o t e c t i n g their computer. Example: Non-IT expert: What should I do to stop ... ? Expert: You should ... .It may/might....

Workstation health and safety Speaking

1

W o r k i n p a i r s . Make a list of c o m p u t e r h e a l t h a n d safety p r o b l e m s . C o m p a r e y o u r list w i t h a n o t h e r pair.

Vocabulary

2

Label t h i s d i a g r a m w i t h t h e a d v i c e 1-8. 1 2 3 4 5 6 7 8

Speaking

3

4

T h e r e s h o u l d be clearance u n d e r t h e w o r k surface. You s h o u l d have y o u r feet flat o n t h e floor. Make sure y o u r f o r e a r m s a n d h a n d s are i n a s t r a i g h t line. Your l o w e r b a c k s h o u l d be s u p p o r t e d . Your screen s h o u l d be p o s i t i o n e d t o a v o i d reflected glare. Keep y o u r s h o u l d e r s relaxed. You s h o u l d have y o u r t h i g h s t i l t e d slightly. Make s u r e t h e t o p of t h e screen is at o r s l i g h t l y b e l o w eye level.

W o r k i n p a i r s . A n s w e r these q u e s t i o n s a b o u t t h e advice i n 2. 1

Do y o u always f o l l o w t h e advice?

2 3

W h a t o t h e r t h i n g s can y o u r e c o m m e n d for g o o d c o m p u t e r use? Have y o u h a d ( o r g i v e n ) c o m p u t e r use training?

W o r k i n p a i r s . Practise g i v i n g i n s t r u c t i o n s t o each other. Example:

62

8

IT security and safety

Make sure you

....

Reading

5

Read t h i s list of rules for u s i n g a c o m p a n y c o m p u t e r . W h i c h ones d o y o u follow? Why?

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

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

Vocabulary

6

M a t c h t h e v e r b 1-5 w i t h t h e n o u n a-e. 1 2 3 4 5

Speaking

s w i t c h / t u r n off — eat connect load run

a \ \ \

) b) c) d) e)

software software peripherals food the computer

7

W o r k i n p a i r s . Discuss w h a t o t h e r rules y o u c a n a d d t o t h e t w o lists i n 5. Compare y o u r list w i t h a n o t h e r pair.

8

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

Always

... ./You should

....

IT security and safety

8

63

Security procedures Speaking

1

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

Reading

2

Read t h i s text o n s e c u r i t y a n d m a t c h t h e headings i n t h e b o x w i t h t h e paragraphs 1-5. Data transfer a n d backup

Email a n d network usage

Password recommendations

Reporting IT security incidents

Safety security requirements

S y s t e m s a n d n e t w o r k

security

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

Vocabulary

3

M a t c h t h e v e r b 1-6 w i t h t h e n o u n a-f. transfer install follow use notify report

a) p r o t o c o l s b ) software c) procedures d ) files e) an i n c i d e n t f) a s u p e r v i s o r

"v N.

•• i

—

• • i s — p -

to 64

9

Speaking

4

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

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

Listening

5

«j U 1 2 3 4 5

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

L i s t e n a n d repeat these sentences.

You m u s t n ' t p u t y o u r c u p of coffee o n t h e c o m p u t e r . You m u s t n ' t w o r k w i t h o u t breaks. You aren't a l l o w e d t o s m o k e i n t h e office. We aren't a l l o w e d t o send p r i v a t e emails. You s h o u l d n ' t eat l u n c h at y o u r desk.

Speaking

6

W o r k i n s m a l l g r o u p s . Talk a b o u t t h e c o m p u t e r regulations i n y o u r c o m p a n y o r college. Use you mustn't, you aren't allowed to a n d you shouldn't.

Writing

7

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

P e r s o n a l u s e of c o m p u t e r s

1—

Health and safety ~L_

Security

Reporting

problems

IT security and safety

65

Reporting incidents

•

Speaking

1

Have y o u ever r e p o r t e d a s e c u r i t y i n c i d e n t ? W h a t was i t about?

Reading

2

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

Incident report Date:

0Z.05

Report for:

Miley O ' r W a

Report prepared by: Incident:

Ann Greshon teacher; has accessed t h e database t o change students grade

Recommendations:

Incident:

Incident report

employee has changed the printer settings

Date:

•

Recommendations: Report for: Report prepared by: Incident:

e,Mp\oqec's ckildrc*. Wave. m.s-h»ll&J cpme.s on. coMpaAt^S. laptop

Recommendations:

Incident report

Incident:

Date: Recommendations: Report for: Report prepared by: Incident:

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

Recommendations:

66

8

Speaking

3

W o r k i n pairs. Grade t h e i n c i d e n t s : 1 = t h e least serious. 5 = t h e m o s t serious. T h e n c o m p a r e y o u r grades i n s m a l l groups.

Writing

4

W r i t e a s h o r t r e p o r t t o t h e IT s u p e r v i s o r o n t h e m o s t serious i n c i d e n t . You w i l l need t o give r e c o m m e n d a t i o n s o n h o w t o deal w i t h t h e i n c i d e n t .

IT security and safety

•

Business matters W o r k i n p a i r s . You are systems safety c o o r d i n a t o r s . You have already c o m p l e t e d t w o i n s p e c t i o n s of t h e IT systems i n QuickFix L t d . T h e first i n s p e c t i o n was a b o u t n e t w o r k s e c u r i t y a n d t h e s e c o n d a b o u t h e a l t h a n d safety i n a w o r k p l a c e . Your i n v e s t i g a t i o n s h o w s t h a t t h e c o m p a n y has v e r y p o o r s e c u r i t y a n d safety systems. L o o k at t h e p i c t u r e s a n d make notes.

Reading

Computer

•

Speaking

2

Based o n t h e i n f o r m a t i o n i n t h e p i c t u r e s a n d y o u r notes, present y o u r r e p o r t after t h e i n s p e c t i o n s . Student A: t a l k a b o u t h e a l t h a n d safety i n t h e w o r k p l a c e . Student B: talk a b o u t n e t w o r k security. IT security and safety

8

67

1 Working i n the IT i n d u s t r y B u s i n e s s matters

S p e a k i n g e x e r c i s e 4 page 11 Student A : Y o u w o r k as an I T H e l p Desk Coordinator (Mrs M a h m o u d ) . Y o u receive an e-mail f r o m a new employee. Call Sharifa. T e l l her w h e n her t r a i n i n g is and answer her questions.

3 Websites Website analytics

Speaking e x e r c i s e 8 page 23 Student A : G i v e Student B i n f o r m a t i o n about website traffic to your company's website. A s k about his or her website. Your company:

N u m b e r o f visitors: 2 m i l l i o n each year V i s i t o r location: East Asia, A u s t r a l i a and N e w Zealand L e n g t h o f t i m e on site: 10 m i n u t e s

6 Network systems B u s i n e s s matters

S p e a k i n g e x e r c i s e 4 page 51 Student A Wednesday

m o r n i n g — w o r k e d at home afternoon — w e n t to the d e n t i s t

Thursday

m o r n i n g — w e n t to a company to check t h e i r n e t w o r k afternoon — installed n e t w o r k security at the company

Partner files

7 IT s u p p o r t Fault diagnosis

S p e a k i n g e x e r c i s e 8 page 53 Student A 1 Call the I T help desk. Y o u cannot access m a i l server. A s k for help. Y o u changed your password last week.

Student A 2 H e l p Student B w i t h the p r o b l e m . A t the m o m e n t the I n t e r n e t connection is d o w n . T r y again later.

Student A 3 C a l l the I T help desk. Y o u can't p r i n t o u t on n e t w o r k . A s k for help.

Student A 4 H e l p Student B w i t h the p r o b l e m . Change screen resolution?

Partner files

69

I

Audio script UNIT 1 Working in the IT industry Hi, I'm Karl. I'm a software developer. I design

[P P: D: P: D: P:

Good afternoon everyone, I'm Heba. I'm a system analyst. I solve c o m p u t e r problems. Nice t o meet y o u all. Hi, M y name's Wojtek. I'm a database administrator. I analyse and present data.

P: G o o d m o r n i n g . W h a t ' s y o u r n a m e ? A: I ' m A h m e d . A n d y o u are?

T: H i e v e r y b o d y , t h i s is I n g r i d . A: H i ! T : I n g r i d , t h i s is A h m e d , L i n d a , M o h a m m e d and Mansoor. I: N i c e m e e t i n g y o u a l l . L: L i k e w i s e . T: W e l c o m e t o t h e t e a m a n d g o o d l u c k .

[Ka = K a t h r y n ; K = Karim] Ka: K a r i m , w h a t d o y o u d o ? K: I ' m a n e t w o r k a d m i n i s t r a t o r . W h o d o y o u w o r k for? Ka: I w o r k f o r CISCO. I ' m a s y s t e m a n a l y s t t h e r e . W h e r e are y o u f r o m , K a r i m ? K: I ' m f r o m K u w a i t . I w o r k f o r M i c r o s o f t t h e r e . A n d w h e r e are y o u f r o m , K a t h r y n ? Ka: I ' m f r o m t h e U K b u t n o w I l i v e i n Qatar. D o y o u k n o w w h e r e Glenda's from? K: She's f r o m t h e US. Ka: A n d w h a t ' s h e r j o b ? K:

She w o r k s f o r I B M . H e r j o b is t o set u p n e w systems.

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

70

Audio script

M : I'm a software developer. I w o r k for M i c r o s o f t i n Prague. B: M i l o , d o y o u k n o w F r i d a ? M : Yes, I d o . W h a t d o y o u w a n t t o k n o w ? B: W h e r e d o e s s h e w o r k ? M : She w o r k s w i t h m e i n P r a g u e . She d e s i g n s A:

1 2 3 4 5

Hi, I'm I'm Rig Wh Dor

Sot Its Anc It fi We Apf am bre

Thank you.

[A = A h m e d ; B = Betty; M = Milo] A: W h e r e d o y o u w o r k , B e t t y ? B: I w o r k f o r D e l l i n D u b a i . W h a t a b o u t y o u ? A: I w o r k f o r HP i n B u d a p e s t . W h a t d o y o u d o , Milo?

= Pe

\V01

P: D: P: D: P:

P: M y n a m e ' s P h i l i p . N i c e t o m e e t y o u . [T = T i m ; A = All; I = Ingrid; L = Linda] 3

1

D: I w<

a n d develop c o m p u t e r games. T h a n k y o u .

[ N = Natasha; K = K h a l i d ] 1 N: H i , m y n a m e ' s N a t a s h a . K: P l e a s e d t o m e e t y o u . I ' m K h a l i d A l i . N: P l e a s e d t o m e e t y o u , t o o . [P = P h i l l i p ; A = A h m e d ] 2

08

D: Tha P: Ho D: You 1

* 9 1

7.05

2

6.45

3

8o'

4

10V

5

4.35

6

2.15

7

12 c

five m i n u t e s .

8

9.5(

Where do y o u work? W h a t about you? W h a t d o y o u do? What do y o u want to know? Where does she w o r k ?

1

Itfi

2

It ei

3

It st

websites for E-commerce. I see. R i g h t , let's go. T h e w o r k s h o p s t a r t s i n

Q8 [P P: D: P: D: P:

11

= Penelope; D = Don] H i , D o n . H o w are y o u ? I ' m fine, t h a n k s , P e n e l o p e . A n d y o u ? I ' m OK. B i t t i r e d f r o m t h e f l i g h t . Right. What w o r k s h o p do y o u w a n t to a t t e n d today, Don?

D: I w a n t t o go t o t h e CISCO n e t w o r k s e c u r i t y workshop. P: S o u n d s i n t e r e s t i n g . W h a t t i m e d o e s i t s t a r t ? D: It s t a r t s at 9.15. P: A n d w h e n d o e s i t f i n i s h ? D: It f i n i s h e s at 4.00 i n t h e a f t e r n o o n . P: W e l l , I w a n t t o a t t e n d t h e M i c r o s o f t W i n d o w s A p p l i c a t i o n s w o r k s h o p . It b e g i n s at 8.30 a m a n d e n d s at 6.00 p m . B u t t h e y h a v e t w o b r e a k s , at 10.30 a n d 12.45. D: T h a t ' s g o o d . P: H o p e y o u e n j o y y o u r s e s s i o n . D: Y o u t o o . See y o u a r o u n d .

1

7.05

2

6.45

3

8 o'clock

4

10.45

5

4.35

6

2.15

7

12 o ' c l o c k

8

9.50 Oio

A: B: A: B: A: B: A: B:

the W o r l d W i d e Web. OK. W h a t d o e s P2P s t a n d for? It s t a n d s f o r p e r s o n - t o - p e r s o n . OK. W h a t d o e s IP m e a n ? It m e a n s I n t e r n e t P r o t o c o l . How do y o u spell 'Protocol'? p - r - o - t - o - c - o - 1 . Thanks. You're welcome.

a h j k b c d e g p t v z f 1 m n s x z iy o q u w r

* 9

I

[A = Andrei; B = Bob] A: B o b , c a n y o u h e l p m e , please? B: Sure. A: I d o n ' t u n d e r s t a n d t h i s a c r o n y m . W h a t d o e s it s t a n d for? B: L e t m e see. W 3 . I ' m n o t s u r e . M a y b e W W W ,

|

1

It f i n i s h e s at 5.00.

2

It e n d s at 8.00.

3

It s t a r t s at 6.00.

UNIT 2 Computer systems

[B = Bob; D = Daisy] B: W h a t d o y o u t h i n k ? W h i c h l a p t o p is b e t t e r D: B: D: B: D: B: D: B:

f o r t h e sales t e a m ? I'm n o t sure. T h i s c o m p u t e r has a bigger m e m o r y a n d I t h i n k i t has a b e t t e r processor. A n d t h e o t h e r one? W e l l , i t is s m a l l e r . A n d lighter. Yes, y o u ' r e r i g h t . L i g h t e r a n d s m a l l e r . B u t t h e b i g g e r o n e is c h e a p e r . So w h a t is o u r d e c i s i o n ? I ' m n o t s u r e . L e t ' s go f o r a coffee a n d d i s c u s s this again.

Audio script

71

1

lighter

2

m o r e efficient

3

longer

4

wider

5

heavier

6

faster

7

darker

8

softer

9

harder

[P = P a u l ; B = B r i n i t h a ] P: H i , B r i n i t h a . B: H i , P a u l . P: H o w ' s i t going? B: Fine, f i n e . P: W h a t are y o u d o i n g at t h e m o m e n t ? B: O h , I ' m i n s t a l l i n g N e r o .

10 more durable

[T = T i m ; S = Simone] T: S: T: S: T: S:

72

What do y o u t h i n k about these three p h o t o imaging packages? It's a d i f f i c u l t c h o i c e . A l l t h r e e are v e r y g o o d but t h e y have different strengths. I agree. Serif I m a g e Plus has t h e b e s t i m a g e correction. OK.

10,( 100

P: B:

5

80,(

P:

learning a b o u t the new database system. What about M a r y and Imran? Where

UNIT

B:

are t h e y ? T h e y aren't c o m i n g in today. T h e y have a d a y off. T: C:

1

W h a t are y o u d o i n g now?

2

Are they setting up the network?

T:

3

She's w o r k i n g at h o m e t o d a y .

C:

S: T: S:

effects. B u t w h a t a b o u t Snap Pro? W e l l , i t has t h e b e s t d u b b i n g o p t i o n s . A n d Snap Pro is t h e b e s t f o r b u r n i n g p h o t o s . I ' m n o t s u r e . Serif h a s t h e m o s t e f f i c i e n t

UNIT 3 Websites

T: S: T: S:

compression. W h i c h is t h e m o s t e x p e n s i v e ? O h , Serif I m a g e P l u s . A n d t h e cheapest? Snap P r o .

T: S:

Let's get Snap P r o t h e n . I'm still n o t sure!

She has t h e c h e a p e s t c o m p u t e r . T h e y haven't got the latest version.

5

D o y o u h a v e t h e fastest

processor?

6

Has i t g o t W i n d o w s ?

7

T h e y have t h e latest software.

8

It has t h e b i g g e s t s c r e e n .

Audio script

30,( 700

4

T:

4

1 3

I'm not installing the software.

3

Ho\

M i c r o s o f t Server. R i g h t . W h e r e is J a c k i e t o d a y ? D o y o u k n o w ? Yes. She is o n a t r a i n i n g c o u r s e t o d a y . She's

We're n o t using Word.

Does it have t h e m o s t reliable a n t i - v i r u s software?

Wh

3

H o w are y o u g e t t i n g on? Well, I'm setting u p a n e t w o r k . I'm using

5

2

2

P: B:

4

We've got the best software.

Ho^

2

B u t M a g i c E x t r e m e h a s t h e fastest p r o c e s s i n g of i m a g e s . Y o u ' r e r i g h t . A l s o , Serif h a s t h e b e s t s p e c i a l

1

1

1

W h i c h w e b s i t e s d o y o u use?

2

W h y do y o u use Wikipedia?

3

W h a t d o y o u u s e C N N for?

4

W h e n d o e s s h e u s e CNN?

[S • S a r a h ; G = G e o r g e ] S: G e o r g e , I n e e d s o m e i n f o r m a t i o n a b o u t o u r website. G: OK, w h a t d o y o u n e e d t o k n o w ? S: W e l l , I n e e d s o m e i n f o r m a t i o n a b o u t w e b s i t e traffic, y o u know, external visits t o o u r website. G: OK. S: C o u l d y o u d o a r e p o r t f o r me? G: Sure. W h e n d o y o u n e e d i t b y ? S: Er, t o m o r r o w m o r n i n g , I ' m a f r a i d . It's f o r t h e finance director. G: OK, w h a t d o y o u n e e d t o k n o w e x a c t l y ? S: W e l l , t h e n u m b e r of v i s i t o r s t o o u r w e b s i t e last m o n t h , t h e i r m o v e m e n t s a n d actions o n the website, and where they're from. G: OK, I c a n d o t h a t . S: T h a n k s v e r y m u c h i n d e e d .

sOK No the C: Ba T: OK

C: T:

CO

bu to C: Go Th T: No 1

0

24

1

Cou

2

Pie

3 Wo 4

Pie

5

Pie

O 21 1

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

2

W h e r e d o t h e y go o n t h e w e b s i t e ?

3

How long do they spend on the website? Q 22

1 30,000 2

700,000

3

10,000,000

4

100,000

5

80,000

UNIT 4 Databases 0

23

[C = C h r i s ; T = T i m ] C: T i m , c o u l d y o u h e l p m e a m o m e n t , please? T: Sure. W h a t ' s t h e p r o b l e m ? C: T:

I need some i n f o r m a t i o n about a b o o k budget from the database. OK.

C: T: C: T:

B u t I d o n ' t k n o w h o w t o get i t . No p r o b l e m . So w h a t d o I d o f i r s t ? Enter y o u r name and p a s s w o r d a n d press enter. C: E r m . . . ?

Q 25 [I = IT expert; C = Colleague] I: R i g h t , t h e f i r s t s t e p i n t h e p r o c e s s is y o u gather the raw data w h i c h y o u want to p r o c e s s . T h a t ' s c a l l e d c o l l e c t i o n . OK? C:

Yes, d a t a c o l l e c t i o n .

I:

G o o d . T h e s e c o n d s t e p is y o u c r e a t e categories t o organise the data i n t o relevant g r o u p s . We c a l l t h a t s o r t i n g . U n d e r s t o o d ? Sorting, right. T h e n we arrange a n d systemise the data. That's coding. Got that? Yes, I t h i n k so. T h e t h i r d s t e p is c o d i n g . After that, we enter the data into a system.

C: I: C: I: C: I:

That's entry. OK. Then, we clean the data and double-check for faults a n d inconsistencies. That's t h e v a l i d a t i o n p a r t of t h e p r o c e s s .

C: I:

Fine. V a l i d a t i o n . F i n a l l y w e f o r m a t a n d a r r a n g e t h e d a t a so that it can be analysed. That's tabulation. A l l right?

C: I:

Thanks very much. No problem. 26

1

entry

T: You h a v e g o t a p a s s w o r d ? C: E r m , I c a n ' t r e m e m b e r i t .

2

collection

T:

4

validation

5

sorting

6

coding

Use m i n e . T y p e i n t e v a n s , t h a t ' s t - e - v - a - n - s , t h e n snavet s - n - a - v - e - t . C: OK.

3 tabulation

N o w p r e s s Enter. N o w w h a t is t h e n a m e of the book? C: Basic French.

i

gather

8

create

9

arrange

T:

10 enter

T:

OK. T y p e i n t h a t i n t h e t i t l e f i e l d i n t h e f i r s t c o l u m n . N o w Press F i n d . T h e r e i t is. OK, budget. Click o n Publishing and scroll d o w n t o P l a n t Costs a n d c l i c k o n t h a t .

C: G o o d . T h e r e ' s t h e b u d g e t i n t h e s e c o n d r o w . Thanks, Tim. T: N o p r o b l e m .

1

C o u l d y o u h e l p m e please?

2

Please c o u l d y o u h e l p me?

3 Would y o u help me w i t h this software? 4

Please c o u l d y o u e x p l a i n h o w t o d o t h a t ?

5

Please w o u l d y o u g i v e m e y o u r p a s s w o r d ?

11 d o u b l e - c h e c k 12 f o r m a t

fjl 27 1

emerging technology

2

cloud computing

3

data storage

4

hard drive

5

external drives

6

back-up providers

Audio script

73

[T = T i m ; S = Sandy] T: Sandy, c o u l d y o u g i v e m e s o m e a d v i c e o n storage devices? S: Sure. H o w c a n I h e l p ? T: I ' m a b i t w o r r i e d a b o u t m y c o m p u t e r S: T: S: T:

at h o m e . Right. I've g o t l o t s of m u s i c a n d p h o t o s o n m y computer and I think I should back t h e m up. I know what y o u mean. What s h o u l d I buy?

S:

I'd r e c o m m e n d an e x t e r n a l h a r d d r i v e . That's w h a t I've g o t a t h o m e . H o w m u c h c a n y o u spend?

T: S:

$200. T h a t s h o u l d be fine. You s h o u l d be able t o get s o m e t h i n g g o o d f o r t h a t . O h , o n e t h i n g : I ' d r e a l l y r e c o m m e n d y o u get o n e t h a t b a c k s up automatically from your computer when it is c o n n e c t e d .

UNIT 5 E-commerce

[I = Interviewer; D = David] I: D a v i d , t e l l m e , h o w m u c h of y o u r b u s i n e s s is online now? D: I: D:

I: D:

74

N o t m u c h , really. O n l y a b o u t 7%. Why's that, do y o u think? W e l l , m o s t of o u r c u s t o m e r s b u y o u r cleaning products in supermarkets w h e n they b u y their food. A n d most people g o o u t t o b u y t h e i r f o o d . T h e y go t o t h e supermarket. Do y o u t h i n k t h i s w i l l change? P r o b a b l y b u t slowly. Last year o u r o n l i n e b u y i n g w a s a b o u t 5% of o u r b u s i n e s s .

I: D:

So, i t is g r o w i n g a l i t t l e . Yes, b u t o n l y a l i t t l e . A n d i n f u t u r e o u r customers will still buy our products from the supermarkets o n their websites. I don't t h i n k t h e y w i l l b u y online f r o m us direct.

1

n o t a l o t of t i m e

2

too much work

3

only a little money

4

a few c o m p u t e r s

5

a l o t of m e m o r y

Audio script

1

open an account

2

go t o t h e c h e c k - o u t

3

p u t an i t e m in t h e basket

4

browse the website

5

choose an i t e m

6

check the order

1

T h e c o m p a n y w o n ' t p r o v i d e I n t e r n e t access to all employees.

2

I'll do the security checks and then upgrade this week.

3

W h e n will y o u finish the work?

4

Yes, I w i l l .

5

No, she w o n ' t .

[ M = Monika; S = Shayan] M: Shayan, can y o u explain h o w a c u s t o m e r completes an online transaction? S:

OK, i t ' s v e r y easy. F i r s t , t h e c u s t o m e r w i l l p l a c e a n o r d e r . T h e seller's w e b s e r v e r w i l l c o n f i r m a v a i l a b i l i t y of t h e p r o d u c t a n d s e n d a response. After that, the customer checks out and completes the payment instructions. T h e n the server w i l l send a payment request t o a p a y m e n t gateway. T h e p a y m e n t g a t e w a y will check the buyer's ability to pay w i t h the b a n k . OK?

M : Fine. Go o n . S: T h e b a n k w i l l r e s p o n d a n d s e n d p a y m e n t acceptance o r r e j e c t i o n t o t h e seller's w e b s e r v e r t h r o u g h t h e p a y m e n t gateway. Finally, t h e c u s t o m e r w i l l r e c e i v e t h e s e r v e r response w i t h the order confirmation or rejection. M: W i l l t h e c u s t o m e r have t o register? S: Yes, a l l b u y e r s m u s t h a v e t h e i r a c c o u n t s before t h e y c o m p l e t e the transaction. M: Thank you. Now I understand.

*34 [ A = Ag; A: Hi. I are K: I'm A: Fine K: I'm l A: Tha K: S o n A: 1 wa adv pro mar K: A: K:

Tha that Goc

I'd i E-cc A: OK. K: I'll j rec( A: Oh, rea< K: I n t Let

1

0 35 1

mot

2

rept

3

brid

4

rout

5

gate

6

swit

7

hub

8

wire

9

acce

UNIT 6 Network systems O 34

O 36 [B = Boris; A = Ahsan]

[A = A g a t h a ; K = K a t h a r i n a ] A: H i , K a t h a r i n a . It's g o o d t o see y o u a g a i n . H o w are y o u ? K: I ' m fine. A n d y o u ? A: Fine, t h a n k s .

A: B: A: B:

I have a p r o b l e m w i t h t h e n e t w o r k d o w n l o a d s p e e d . W h a t c a n y o u suggest? W h y don't y o u change t h e hub? I d o n ' t t h i n k t h a t w i l l w o r k . T h e h u b is fine. OK. H o w about adding a repeater then? H m m , I ' m n o t sure it w i l l help. It's n o t a

K: A:

I ' m really glad t o hear a b o u t y o u r success. Thank you.

K: A:

So h o w c a n I h e l p y o u ? I w a n t e d t o see y o u b e c a u s e I n e e d y o u r a d v i c e . We t h i n k w e s h o u l d offer o u r products a n d services online t o increase o u r market share. W h a t d o y o u think?

A:

p r o b l e m w i t h t h e signal strength. OK, t h e n y o u s h o u l d c h e c k t h e cables a n d

B: A:

n e t w o r k devices t o make sure that they are compatible with your network. What about changing the modem? I d o n ' t t h i n k it's necessary. I t h i n k it's a

B: A:

problem w i t h t h e bridge, switch o r t h e router. You s h o u l d look at t h e specifications. OK, I w i l l . T h a n k s for y o u r h e l p . W h y d o n ' t y o u check user recommendations

B:

o n t h e i n t e r n e t as w e l l ? Good idea. I'll d o t h a t .

K:

That's a great idea. Y o u s h o u l d d e f i n i t e l y d o that.

A: K:

G o o d . So w h a t e x a c t l y s h o u l d I d o ? I'd r e c o m m e n d t h a t y o u set u p a n

E-commerce flower shop. A: OK. K: I ' l l s e n d y o u a n e-mail w i t h s o m e recommendations. A: O h , t h a n k y o u v e r y m u c h . We o u g h t t o b e K:

r e a d y f o r M o t h e r ' s Day. I n t h a t case, I ' d s u g g e s t w e s t a r t r i g h t away.

B:

tj0 37 1

W h y don't y o u change t h e modem?

2

H o w about c o n n e c t i n g a repeater?

3

What about looking o n the website?

Let m e a s k y o u s o m e q u e s t i o n s ... 0 35

O 38 1

When d i dthey start work?

1 modem

2

T h e y installed t h e c o m p u t e r s yesterday.

2

repeater

3

We d i d n ' t w o r k last week.

3

bridge

4

She w e n t t o t h e office o n S u n d a y .

4

router

5

Did y o u finish t h e report?

5

gateway

6

switch

7

hub

[K = Karoline; S = Sam]

8

wireless

9

access p o i n t

K: S:

H o w d o y o u describe n e t w o r k speed? I n bits, kilobits, megabits a n d gigabits. They describe n e t w o r k speed. For example, dialu p c o n n e c t i o n s a l l o w 56 k i l o b i t s p e r s e c o n d a n d DSL f r o m 512 k i l o b i t s p e r s e c o n d t o 3 megabits per second.

K: S:

O K . I've g o t t h a t . W h a t a b o u t t h e range? Range is t h e d i s t a n c e of n e t w o r k c o v e r a g e , so d i s t a n c e u n i t s r e p r e s e n t n e t w o r k r a n g e . Most countries use metric b u t some use feet as u n i t s of m e a s u r e m e n t . M e t r e s o r feet u s u a l l y d e s c r i b e t h e r a n g e of a n e t w o r k . Home n e t w o r k i n g routers s u p p o r t a range u p t o 150 feet o r 46 m e t r e s i n d o o r s a n d 3 0 0 feet o r 92 m e t r e s o u t d o o r s .

K:

Thanks.

0 39

10 n e t w o r k c o n n e c t o r s 11 n e t w o r k i n t e r f a c e c a r d

Audio script

75

1

Have y o u r u n the c o m p u t e r in the battery mode?

2 gigabytes per m i n u t e

2

H o w l o n g h a v e y o u h a d t h e iPad?

4

250 m e t r e s

3

Have y o u charged the battery?

5

40 feet

4

Has h e o p e n e d t h e file?

5

Has s h e e n t e r e d h e r u s e r n a m e a n d password?

6

Have t h e y changed the Internet Service Provider?

7

H a v e y o u c h e c k e d t h e r e m a i n i n g d i s k space?

8

Have y o u installed or uninstalled software recently?

9

Has D i l l i p u p d a t e d t h e d r i v e r s r e c e n t l y ?

1

77 k i l o b i t s p e r s e c o n d

2

5 megabytes a second

3

UNIT 7 IT support 041 [H = Haider; M = M a r y a m ] H : H e l l o , I T H e l p Desk. M : H i , t h i s is M a r y a m f r o m H u m a n R e s o u r c e s . H : H i , t h i s is H a i d e r . H o w c a n I h e l p y o u , Maryam? M : I s w i t c h e d m y c o m p u t e r off y e s t e r d a y a n d today I can't t u r n it on. H : W h a t t y p e of c o m p u t e r d o y o u h a v e ? M : I ' m n o t s u r e . It's a d e s k t o p c o m p u t e r . H:

It w o r k e d f i n e y e s t e r d a y . D o n ' t w o r r y . Have y o u checked t h e cable

connections? M : N o , I h a v e n ' t . I c a n see s o m e c a b l e s b u t I d o n ' t k n o w w h i c h c a b l e goes w h e r e . H: M a k e s u r e a l l c a b l e s are t i g h t a n d f u l l y plugged in. M : O k , g i v e m e a sec. O h , I t h i n k I've f o u n d t h e p r o b l e m . I h a v e o n e c a b l e t h a t is u n p l u g g e d . It's t h e p o w e r c a b l e . W h e r e d o e s i t go? H:

T h e p o w e r c a b l e s h o u l d go i n t h e t h r e e pronged port on the computer.

M : OK, d o n e . Let m e t r y n o w . It's w o r k i n g fine. S o r r y a b o u t t h a t . S t u p i d of m e . M a y b e t h e c l e a n e r s d i s c o n n e c t e d y o u r PC b y m i s t a k e last night. M: Maybe. Good, we've solved the problem. T h a n k y o u , Haider.

0>44 Customer 1 Today is 5 May. Please leave your message after the tone. H i . M y n a m e is B o l e k . I've r e c e i v e d a W o r d File b u t i t w o n ' t o p e n i n Office. C a n y o u h e l p ? M y c o n t a c t n u m b e r is 050 444 5553. T h a n k y o u . Thank you for your call. The service person is Alex. Customer 2 Today is 16 June. Please leave your message after the tone. H i , m y n a m e is Sara. I've l o s t a file t h a t I o p e n e d f r o m a n a t t a c h m e n t . Please h e l p . M y c o n t a c t n u m b e r is 055 8214328. T h a n k y o u . Thank you for your call. The service person is James.

H:

H: Y o u ' r e w e l c o m e . H a v e a g o o d day. M: You too. 042 1

checked

2

switched

3

unplugged

4

worked

5

disconnected

Customer 3 Today is 13 July. Please the tone.

leave your message

after

H e l l o , m y n a m e is S y l v i a . I've d e l e t e d s o m e files. Can I recover them? M y c o n t a c t n u m b e r is 050 7895421. T h a n k y o u . Thank you for your call. The service person is Mahmoud.

047 1

reversible ratchet driver

1

How can I help you?

2

screwdriver

2

I see.

3

h e x k e y set

3

I ' m s u r e w e c a n f i n d y o u r file.

4

pliers

4

Please go t o t h e s e a r c h b o x ...

5

wire cutter

5

Good luck.

6

wire stripper

7

insertion/extraction clipper

8

three prong holder

9

tweezers

UNIT 8 IT security and safety 0

[L = Ludek; A = Ales] L: A l e s , c a n y o u c h e c k m y l a p t o p ? N o t h i n g

10 a n t i - s t a t i c w r i s t s t r a p Q46 [H = H e l p d e s k t e c h n i c i a n ; T = T u k a ] H: H e l l o , A q h e l s p e a k i n g . H o w c a n I h e l p y o u ? T: H i , m y n a m e ' s T u k a . I've u p g r a d e d m y computer to Windows 7 and n o w I can't find m y p e r s o n a l files a n y w h e r e ! H: I see. T:

I've c h e c k e d W i n d o w s ' h e l p ' a n d t h a t d i d n ' t t e l l m e a n y t h i n g . I n e e d o n e file u r g e n t l y . H: I ' m s u r e w e c a n f i n d y o u r file. D o n ' t w o r r y . T: W e l l , I h o p e so. H: T: H: T:

W h a t W i n d o w s v e r s i o n d i d y o u have before? Before I h a d W i n d o w s Vista. OK. Is y o u r c o m p u t e r o n ? Yes, i t is.

H: G o o d . F i n d Windows.old drive.

folder in y o u r C

I d o n ' t u n d e r s t a n d . H o w ? I c a n ' t see i t i n W i n d o w s Explorer. H: Please go t o t h e s e a r c h b o x , w r i t e

L: A:

seems to w o r k . H m m , w h a t have y o u d o n e t h i s time? Wow! Y o u r l a p t o p is a m e s s . Sorry about that. I'll clean it u p . Have y o u u p d a t e d y o u r antivirus software

L: A:

recently? Yes, I h a v e . I d i d i t l a s t w e e k . Well, that's good.

A:

L:

I'm afraid I m a y lose m y project. I haven't backed it up. H m m . You might have spyware or some o t h e r malware o n y o u r computer. You should install a good spyware doctor program. A n antivirus program may not catch everything.

A:

L: A:

OK, I ' l l d o t h a t . A n d w h y don't you protect your WLAN a c c e s s w i t h a p a s s w o r d ? It's l i k e l y y o u w i l l attract hackers and piggybackers and then y o u m i g h t l o s e a l o t of w o r k .

L: A:

Fine, I ' l l d o t h a t . I'll scan y o u r system w i t h m y anti-spyware s o f t w a r e n o w a n d see if t h e r e is a p r o b l e m . Thanks.

T:

T:

Windows.old OK.

48

a n d c l i c k enter.

H: T h e Windows.old folder contains different f o l d e r s . Y o u r f o l d e r s a n d files are i n Documents a n d Settings. You s h o u l d find t h e files t h e r e . T: I ' l l d o t h a t . H: I ' l l c o m e d o w n t o y o u r office if y o u s t i l l h a v e a problem. Good luck. T: T h a n k s .

L: 0

49

1

Y o u r m u s t n ' t p u t y o u r c u p of coffee o n the computer.

2

You m u s t n ' t w o r k w i t h o u t breaks.

3

Y o u a r e n ' t a l l o w e d t o s m o k e i n t h e office.

4

We a r e n ' t a l l o w e d t o s e n d p r i v a t e e m a i l s .

5

Y o u s h o u l d n ' t eat l u n c h at y o u r d e s k .

Audio script

77

P a r t n e r files: S t u d e n t B 1 Working i n the IT i n d u s t r y B u s i n e s s matters

S p e a k i n g e x e r c i s e 4 page 11 Student B : Y o u are Sharifa. Y o u w i l l recieve a call f r o m M r s M a h m o u d i n answer to your e m a i l . M a k e sure she answers the questions i n your email.

3 Websites Website analytics

S p e a k i n g e x e r c i s e 8 page 23 Student B : G i v e Student A i n f o r m a t i o n about website traffic to your company's website. A s k about his or her website. Your company:

N u m b e r o f visitors: 5 0 0 , 0 0 0 each m o n t h V i s i t o r location: the M i d d l e East and N o r t h Africa L e n g t h o f t i m e on site: 2 m i n u t e s

6 Network systems B u s i n e s s matters

S p e a k i n g e x e r c i s e 4 page 51 Student B Monday

m o r n i n g — attended a t r a i n i n g course at the college afternoon — w e n t to the doctor

Tuesday

m o r n i n g — w o r k e d at home afternoon — was off

78

Partner files

7 IT s u p p o r t Fault diagnosis

S p e a k i n g e x e r c i s e 8 page 53 Student B 1 H e l p Student A w i t h the p r o b l e m . T h e m a i l server asks for a username and password. Has Student A used the w r o n g password?

Student B 2 Call the I T help desk. You cannot access the Internet at the m o m e n t . A s k for help.

Student B 3 H e l p Student A w i t h the p r o b l e m . There is a new default p r i n t e r .

Student B 4 Call the I T help desk. T h e opened page is too large for the screen.

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