S T UDEN T ’S BOOK

Burlington Professional Modules

COMPUTING &
INFORMATION
TECHNOLOGY
Oliver Taylor
Includes:
• Writing Guide
• Vocabulary Builder
STUDENTS SHOULD NOTE
THAT THEY MUST NOT
WRITE IN THIS BOOK.

E Burlington Books
Burlington Professional Modules: C
 OMPUTING & INFORMATION
TECHNOLOGY Student’s Book
by Oliver Taylor
Burlington Books
P.O. Box 54411
3721 Limassol
Cyprus
Burlington Books is an imprint of the Burlington Group.

The publisher gratefully acknowledges the following for permission to reproduce copyright material:
© Image provided by Livescribe, Inc: page 65; © Mr.Whiskey / Shutterstock.com: page 38 (Google Translate logo); © Oleg GawriloFF / Shutterstock.com:
page 18 (picture d); © Rose Carson / Shutterstock.com: page 38 (Skype logo), page 60 (logos Mac, Windows, Linux); © rvlsoft / Shutterstock.com: page
38 (Google maps logo); © Shutterstock, Inc.: cover, pages 4, 5, 6, 7, 8, 9, 10, 11, 12, 13, 14, 15, 17, 18 (except picture d), 19, 20, 21, 22, 23, 24, 25, 26, 28,
29, 30, 31, 32, 33, 34, 35, 36, 37, 38 (WhatsApp, Twitter), 39, 40, 41, 42, 43, 44, 45, 46, 47, 49 (scissors icon), 50, 51, 52, 53, 54, 55, 56, 57, 58, 59, 60
(computer), 61, 62, 63, 64, 65 (except smartpen), 66, 67, 68, 69, 70, 71, 72, 73, 75, 76, 77, 78, 79, 80, 81, 82, 83, 84, 85, 86, 88, 92, 93, 95, 98, 102, 109;
© tanuha2001 / Shutterstock.com: page 38 (Snapchat logo);

Acknowledgements:
With special thanks to Juan Manuel Rubio Santana, Colegio Portaceli (Jesuitas), Sevilla; Ana Rizo Gómez, Alicante; Rosa Borrell Feliu, Institut
Guindàvols, Lleida; Antonio Marchal de la Torre, IES Ingeniero de la Cierva, Murcia; Aida Halaoui López-Salazar, Madrid; Socorro García de
Leániz Salcedo, Madrid; Lula Llorens, INS Joaquim Mir, Vilanova i la Geltrú (Barcelona)

STUDENTS SHOULD NOTE THAT THEY MUST NOT WRITE IN THIS BOOK.

All rights reserved by the publisher. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any
means – electronic, mechanical, photocopying or otherwise – without permission in writing from the publisher.

ISBN 978-9963-273-83-6
Copyright © 2017 Burlington Books
10 09 08 07 06 05 04 03 02 01
26 25 24 23 22 21 20 19 18 17
 Contents
Page Page
1 11
The Digital World 4 Business Skills for IT 44
Working in IT 6 Software 46

2 12
Parts of a Computer 8 Word Processing 48
Assembling a Computer 10 Image Editing 50

3 13
Hardware: The Keyboard 12 Spreadsheets 52
Hardware: Peripherals 14 Databases 54

4 14
Ordering Computer Supplies 16 Building a Network 56
Recommending Computer Hardware 18 Network Equipment 58

5 15
Troubleshooting 20 Operating Systems 60
Doing Repairs On-site 22 Installing an Operating System 62

6 16
IT Helpline 24 Video and Sound 64
Taking Messages 26 Gaming 66

7 17
Customer Service 28 Website Hosting 68
Customer Complaints 30 Cloud Computing 70

8 18
Scheduling Meetings 32 Online Safety 72
Rescheduling Meetings 34 Protecting Your Business 74

9 19
Smartphones 36 Applying for a Job 76
Smartphone Apps 38 Interviewing 78

10 20
E-mailing 40 Preparing a CV 80
Searching the Internet 42 Writing a CV 82

Pairwork Appendix 84

Writing Guide 101

Vocabulary Builder 117

 1 The Digital World

Getting Started: Vocabulary (page 117)

1 
R ead the advert. Decide if the sentences below are true or false.
Then correct the false sentences in your notebook.

See the latest trends in computer hardware

and software at the EIT Trade Exhibition.

All the latest hardware products

PCs: desktops, laptops and tablets
Smartphones, smartwatches and much more.

Hundreds of software companies offering

IT solutions and apps for:
banking health
business and retail manufacturing
education hospitality and leisure
New this year: computer apps for the automobile industry. EIT
TRADE EXHIBITION

25th-27th November, Olympia Convention Centre Details at: info@EIT.com

1. The trade exhibition is only for computer hardware. Tip!

2. The products exhibited include different types of computers. In technology, we sometimes use
3. The exhibition is only for banking and businesses. abbreviations instead of words.
4. There are computer products for schools, hospitals and factories. PC = personal computer
5. You will find examples of the newest equipment at the trade exhibition. IT = information technology

2 Three people are getting information at the trade 3 Practise the mini-dialogues in Exercise 2
exhibition information desk. Listen to the mini-
with a partner. Pay attention to the
dialogues and choose the correct answers.
expressions in colour.
1. A: Good 1. morning / evening. Can I help you?
B: Yes, I’m looking for the Banking Plus 4 Read the mini-dialogues in Exercise 2
exhibit. again. Then decide which mini-dialogue
A: That’s exhibit number 2. 218 / 28. each sentence relates to.

B: Thank you. a. Speaker A wants to see several related

exhibits.
2. A: 
Excuse me. Can you tell me where exhibit b. Speaker A already knows the number of
345 is? the exhibit he wants to see.
B:  Let me check. It’s an exhibit of apps for the c. Speaker B gives Speaker A something.
automobile industry. It’s over there with the
3.
blue / red sign. d. Speaker B wants to see a specific
company’s exhibit.
A: I see it, thanks.
e. Speaker A identifies his area of interest.
3. A: I’m interested in software for
4.
education / business.
B:  Just a moment … OK, you want exhibit Tip!
numbers 107, 159 and 96. Here’s a map When we say a number with three digits,
to help you. we usually say two hundred and thirty
one, but when we say a room or exhibit
A: Thank you.
number, we say two-three-one or
B: You’re welcome. Enjoy the 5. day / exhibition. two-thirty-one.
4 Remember: Do all activities in your notebook.
Working with Vocabulary 6

5 Listen and repeat. Then match the words to the pictures.

monitor w mouse w system unit w keyboard w server w laptop
5

2 4

1 3

6 Listen and repeat the words in colour. c8 Listen and repeat.

Then copy and complete the sentences.
10 – ten 80 – eighty
software w apps w hardware w data
20 – twenty 90 – ninety
1. is another word for information.
30 – thirty 100 – one hundred
2.  are programs you can use on your
40 – forty 500 – five hundred
smartphone.
50 – fifty 1,000 – one thousand
3. means the physical parts of a computer.
60 – sixty 1,500 – o
 ne thousand
4. is another word for computer programs. five hundred
70 – seventy
7 Listen and repeat the words in colour.
Then match the business sectors in A to
c9 Write the numbers in your notebook.

the statements in B. 1. five hundred and sixty-three

A 2. eight hundred and seventy-one
1. health 3. one thousand and twenty
2. transport 4. four thousand and thirteen
3. education 5. one thousand, four hundred and thirty-four
4. manufacturing 6. seven thousand, six hundred and ninety-one
5. banking
c10 Write the numbers in words in your notebook.
6. business and retail 1. 29 4. 113
7. hospitality and leisure 2. 65 5. 297
B 3. 84 6. 1,379
a. “We’ve got laptops in my school.”
b. “I’ve got an online clothes shop.”
c. “You can see financial information online.”
Your Turn
d. “This hospital uses the latest technology.”
e. “We make mobile phones on our Three people are getting information at the
production line.” trade exhibition information desk. Listen to the
conversations. Then write the correct number for
f. “This is our newest car!” each exhibit in your notebook.
g. “Customers can reserve rooms
on our website.” a b c d

TEXIS TechEd
Auto World

computers

New
School
Trends

5
 Working in IT
Getting Started: Vocabulary (page 117)

1 Read the profiles. Then copy and complete the sentences below with the correct name.

Charlene
My name’s Charlene and I’m a helpdesk technician. I’m
responsible for solving IT problems over the phone.
I usually work as part of a team. I am skilled in
problem solving and I’m good with people.

Brian
My name is Brian. I work in a computer factory in Scotland.
We make and test computer hardware. I also work two
nights a week repairing computers in people’s homes
or businesses.

Francesca
I’m Francesca and I’m a support technician. I work for a big IT company
in Glasgow. Our company provides basic support for our clients and
tests new software products on the market. I’m skilled at assembling
computer networks for businesses and schools.

1. puts computer systems into businesses.

2. solves IT problems on the telephone.
3. tests hardware. Tip!
When we talk about skills, we often
4. sometimes works at night.
use an adjective and preposition:
5. repairs computers. good at, responsible for.
6. works closely with a group of other people.

2 Listen to the dialogue and number the sentences in the correct order in your notebook.
a. Nice to meet you, too.
b. Good morning, I’m Chloe, and this is Brian.
c. Can you answer some questions for our survey?
d. I’m pleased to meet you.
e. Sure. What would you like to know?

3 Match the questions in A to the responses in B. Then listen to the continuation of the dialogue and
check your answers.
A B
1. What’s your job? a. You must be good at problem solving.
2. What does your job involve? b. I’m a software tester.
3. What skills do you need for your job? c. I test new software for the automobile industry.

4 Practise the dialogue in Exercises 2 and 3 with a partner. Pay attention to the expressions in colour.

6 Remember: Do all activities in your notebook.

 1
Working with Vocabulary
5 Listen and repeat the words in colour. Then choose the correct answer.
1. I test / troubleshoot problems over the telephone.
2. My laptop is broken. Can you repair / install it?
3. You can upload / download the instructions from the Internet.
4. We use about 50 parts when we maintain / assemble a new computer.
5. Your PC will go faster if you give it a startup / an upgrade.

6 Listen and repeat the words in colour. Then match the

words in A to the words in B to form expressions.
A B
1. solve a. a webpage
2. operate b. problems
3. design c. the connections
4. give d. support
5. input e. data
6. check f. a machine

7 Copy and complete the sentences with the expressions from Exercise 6.
1. We need a graphic designer to for our new company.
2. We to users in businesses, offices and at home.
3. My job is to help over the phone.
4. If the monitor doesn’t work, at the back of the system unit.
5. It takes time to into the computer.
6. They on the production line.

8 Listen and repeat the jobs in colour. Then decide which job matches each description.
network administrator w helpdesk technician w web designer w software tester w programmer
support technician w data entry operator
1. This person writes software for computers.
2. This person helps clients with IT problems over the telephone.
3. This person manages the day-to-day running of a computer network.
4. This person fixes software and hardware problems.
5. This person tests new products before they are in the shops.
6. This person develops and designs webpages.
7. This person puts information into a computer.

9 Complete the job advert with the words below.

installing w helpdesk technician w assemble w troubleshoot w repairing w giving support

Jobs Search HOME CONTACT INFO FIND JOBS POST JOBS

Your Turn
Blue Diamond Online Services Ltd Imagine you and your partner
are business people attending
POSITION OF 1.
a computer trade exhibition.
You will be responsible for 2. for all our IT products and services. You Introduce yourselves and ask
will need to answer questions, identify and 3. problems, and provide and answer questions about
technical assistance via the telephone. You should also be competent your jobs.
at 4. hardware and 5. computer software. Candidates must also be Student A: Use the information
able to 6. a PC. Good technical knowledge and minimum one year’s on page 84.
experience required. Student B: Use the information
CLOSING DATE 22nd MARCH. Contact: IT Manager, Mr. John Campbell on page 92.

Writing Tasks, page 102 Workbook, page 4 7

 2 Parts of a Computer

Getting Started: Vocabulary (page 118)

1 Read the website page. Then decide which computer each person below should buy.

THIS MONTH’S BEST BUYS from ComputersRUs

VISO Digiton PC IPSS SilverEdge 1600
General Purpose Desktop SPECIAL PRICE: €1,249 All-in-one Laptop Computer THIS MONTH ONLY: €699

Processor: Intel Core i5 Processor: Rockchip 88C

RAM: 8GB RAM: 4GB
Storage Capacity: 1TB Storage Capacity: 50GB
Screen Size: 26 inches Screen Size: 11.6 inches
Includes: keyboard, monitor Includes: mouse
and optical mouse
REVIEWS:
REVIEWS: soniaA: This computer is exactly what I need – fast, quiet
heidi G: This PC has got everything you need. Sufficient and small. It’s really quick to start up, so you can use it
memory for lots of photos, videos and music. Great for immediately. I love it!
virtual reality gamers. igo15: Easy to operate, but the graphics capabilities are
PCMac1: It’s a good computer at a cheap price. I really like really basic and the screen is far too small. Useless for
the large screen, as there’s space to open lots of tabs. playing games.
scribe16: This processor is great – useful for fast downloading. JamieY: This laptop is difficult and expensive to repair –
The extra USB ports are also very useful. Easy to upgrade. don’t buy it!

Tip!
1. Eva is a graphic designer. She needs to see multiple webpages at the same time.
We use bytes to
2. Carl’s favourite free-time activity is playing computer games. describe storage
3. Zoe is a student. She needs to take her computer with her to school. capacity on a
computer or
4. Tina is a journalist. She needs to upload and download a lot of media files.
mobile phone.
2 A shop assistant (A) is talking to a customer (B). Complete the dialogue with the MB = megabyte
sentences below. Then listen to the dialogue and check your answers. GB = gigabyte
Do you want to use it for downloading music or films? w Can I help you, sir? TB = terabyte
What do you need to use it for? w It’s on special offer this week.
A: 1.
B: Yes. I want to buy a laptop.
A: What sort of laptop are you looking for?
B: I need a small, light computer. I often go on business trips.
A: 2.
B: I need it for Word documents and Excel.
A: 3.
B: No, I don’t, but I need to use the Internet a lot.
A: OK. I think this laptop is what you are looking for. It’s light, but it’s also fast.
B: How much is it?
A: It’s €600. 4. I recommend it.
B: Yes, it’s exactly what I need, and it’s a good price.
What colours does it come in?
A: Blue, black or white.
B: OK. I’d like a blue one, please.

8 Remember: Do all activities in your notebook.

3 Practise the dialogue in Exercise 2 with a partner. 6 Match the computer components in
Pay attention to the expressions in colour. Exercise 5 to the definitions below.
1. This is the computer’s brain.
4 Read the dialogue in Exercise 2 again. Who 2. This is the main storage space for data.
mentions each of the things below – the
salesman, the customer or both? 3. This allows the computer to have audio.
1. travelling 4. This is also called a memory module.
2. the names of some computer programs 5. This stops the processor from getting too
hot.
3. downloading music or films
6. This contains the main components of a
4. using the Internet computer.
5. the laptop not being heavy 7. This reads and writes disks.
6. three colours
c 7 Listen and repeat. Then match the
opposites.
Working with Vocabulary A B
1. cheap a. slow
5 Listen and repeat. Then match the words to the
parts of the computer. 2. heavy b. advanced
hard drive w motherboard w RAM chip 3. little c. useless
USB port w sound card w heat sink and fan 4. quick d. expensive
DVD drive w processor (CPU) 5. basic e. narrow
6. quiet f. loud
1 2 7. useful g. light
8. wide h. large

8 Copy and complete the sentences with

words from Exercise 7.
1. I haven’t got enough money for this
4
computer. It’s too for me.
3
2. My old computer was quite loud, but this
one is really .
3. Modern computers are quite , not like
the old heavy ones.
6 4. A more computer model has got better
5
quality hardware.
5. My motherboard doesn’t work! The
whole PC is now.

7
Your Turn
8
A salesman is talking to a customer at the
computer shop. Listen to their conversation
and complete the advert.

2
New M
Deskt p r
o
e
Tip! Comput
A compound noun is made up of two
or more words which together form a
single noun. They can be written as • Large memory and very 1. .
one word, two words or sometimes • Intel core processor
two words with a hyphen. • 2. TB hard drive
mother + board = motherboard • 3. GB RAM memory
sound + card = sound card Price: £ 4.

ink + jet = ink-jet printers Free 5.

and 3 years’ helpdesk support

9
 Assembling a Computer
Getting Started: Vocabulary (page 118)

1 R ead the computer manual instructions.

Then answer the questions below.

HOW TO ASSEMBLE THE COMPUTER:

1 Unscrew and remove the two side panels of 5 Insert the RAM module into its slot.
the computer case. 6 Screw the hard drive into place. Then connect its
2 Screw the motherboard into place inside the power cable to the motherboard.
computer case. 7 Insert the sound card and video card into their slots
3 Open the CPU socket and insert the CPU into and screw them in.
the motherboard. 8 Screw the side panels back onto the computer case.
4 Place the heat sink and the fan on the 9 Plug in all the power and data cables. Turn on the
motherboard and attach them with the clips. computer and check it works!

1. How many side panels are there?

Tip!
2. Where do you insert the CPU?
To give instructions, we
3. What do you use to attach the heat sink and fan? often use the imperative.
4. What do you connect the hard drive to? Remove the side panel.
5. What must you do to put the sound card in place? Insert the sound card.

2 Peter is speaking to a helpdesk technician. Read the dialogue and choose the
correct answer. Then listen to the dialogue and check your answers.
A: Hello, I’m Peter Collins at PR Solutions.
B: Hi, Peter. How can I help?
A: I need to install some 1. software / hardware on my computer.
B: What do you want to install?
A: A new sound card.
B: OK. That’s easy. Are you ready? First, turn off and unplug the 2. computer / printer.
A: OK. I’ve turned it off. Now what?
B: Now, remove the 3. panel / cable. Remove the old card. Then, insert the new sound card into the
sound card slot – can you see it?
A: Just a minute. OK. It’s in the slot.
B: Great. Now, screw the sound card into place. There’s one 4. screw / socket.
A: Yes, I’ve got it. OK. What should I do next?
B: Plug in the computer and turn it on. Now, check the sound card is working.
Have you got some 5. music / pdf files on the computer?
A: Yes. It’s working. I can hear it.
B: Good. Finally, put the panel back on the computer and screw it shut.
Can I help you with anything else today?
A: No thanks, that’s all. Goodbye.

3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.

4 Read the dialogue in Exercise 2 again. Then write the letters of the pictures in the correct order.
First Second Third Fourth Fifth Sixth

a b c d e f

10 Remember: Do all activities in your notebook.

 2
Working with Vocabulary 8 Choose the best continuation for each
sentence.
c 5 Match each ordinal to the correct word. 1. Before you remove the panels,
Then listen and repeat. a. make sure you disconnect the cable.
third w sixth w second w tenth w first b. connect all the cables.
seventh w fourth w ninth w fifth w eighth 2. In order to open the door of the room,
1st 5th 8th a. detach the card.
2nd 6th 9th b. insert the card in the slot here.
3rd 7th 10th 3. There’s nothing to watch on TV,
4th a. so I’m going to turn it on.
b. so I’m going to turn it off.
6 Listen and repeat. Then match each word to
the correct picture. 4. Before you take the side panel off,
cable w clip w side panel w case w front panel a. you have to unscrew it.
power supply w socket w switch w slot b. you have to screw it on.
5. Before you put the new sound card in,
3
1
2 a. you have to attach the old sound card.
b. you have to remove the old sound card.
6. Never touch anything inside the computer
a. if it’s unplugged!
b. if it’s plugged in!

5 6 9 Copy and complete the sentences with the

4 words below.
unscrew w switch w cable w power supply
plug in w turn it off
1. Don’t forget to plug the computer into the .
2. You can connect the monitor to the
computer using this .
7
3. When you’ve finished using the computer,
make sure you .
4. Before you remove the motherboard, you
have to it.
5. the laptop cable before you turn it on.
6. This is the main to turn the computer on
9 and off.

8 Your Turn
Student A: You call a helpdesk technician to
ask for help installing a new hard drive in your
7 Listen and repeat. Then match the opposites. computer. Use the information on page 84.
A B Student B: You are the helpdesk technician.
1. connect a. turn off Use the information on page 92.
2. turn on b. unscrew Swap roles to discuss installing a new
3. plug in c. disconnect motherboard.
4. screw d. remove
5. insert e. unplug
6. attach f. detach

Tip!
The prefixes un, dis and de change
the meaning to the opposite of the
original word.

Writing Task, page 103 Workbook, page 6 11

 3 Hardware: The Keyboard

Getting Started: Vocabulary (page 119)

1 
R ead the page from a computer manual. Decide if the statements below are true or false.
Then correct the false sentences in your notebook.

The “QWERTY” keyboard is the most common type of keyboard. It gets its
The Keyboard Layout name from the order of the letters in the top row. Here is the basic layout:

The function keys on the top The navigation keys provide a number of
row are labelled from F1 to F12 ways to move the cursor around the page The indicator
lights show
when number,
caps or scroll
lock are
turned on
The modifier
keys are
only used
together The numeric
with pad is
another key used like a
calculator

The arrow keys control the movement of the cursor

The basic typing keys are labelled with a character (a letter, number or punctuation symbol).
Pressing a key produces its character on the screen.

1. The keys on a keyboard include only symbols and numbers.

2. There are five arrow keys which move the cursor.
3. Modifier keys work on their own.
4. The keyboard has got mathematical symbols.
5. More than one set of keys can control the cursor.

2 An IT worker (A) is answering a call from a colleague (B). Listen to the dialogue and
complete it with the missing words.
A: Hello, this is Tim in IT.
B: Hi, Tim. This is Sara. I’m calling from the 1. floor. I’ve got a problem with my keyboard.
A: Good morning, Sara. Is it a standard keyboard or a wireless keyboard?
B: It’s a 2. one and the delete key is stuck. I’ve deleted a whole page of text!
A: Oh dear! So first, make sure you’ve saved all your work. OK, now unplug the keyboard
from your PC. Next, turn it over and 3. it gently.
B: What? Are you sure?
A: Yes – if the keys have got dirt inside them, they sometimes get stuck.
B: OK … now what?
A: Now plug the keyboard in again. Press the 4. key and see what happens.
B: Alright. Hey, it’s working! Thanks.
A: Great!
B: Tim, wait a minute. Now the s key isn’t working. I’m pressing the key, but the symbol doesn’t
appear on the monitor.
A: Alright, I’ll come and take a look. We’ll try 5. some of the keys.
B: Thanks. I’m in Room 312.

3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.

12 Remember: Do all activities in your notebook.

4 Read the dialogue in Exercise 2 again and 7 
Listen and repeat. Then match the names to the
answer the questions. punctuation marks.
1. In which department does Tim work? full stop w at symbol w slash w question mark
2. What complaint has Sara got? colon w semicolon w and symbol w apostrophe
quotation marks w comma w brackets w asterisk
3. What does Tim think is causing the problem?
hyphen w exclamation mark w underscore
4. Is Sara’s keyboard working by the end of the
conversation?
. ; *
1. 6. 11.
Working with Vocabulary
, “ ” /
5 
Listen and repeat the words in colour. Then 2. 7. 12.
match the keys in A to the correct action in B.
A ! ' -
3. 8. 13.
1. arrow keys
2. caps lock key
? ( ) &
3. delete key 4. 9. 14.
4. escape key
5. return or enter key : @
5. 10. 15. —
6. shift key
7. tab key
B c 8 Listen and repeat the words and phrases in
a. changes the text to capital letters colour. Then use the diagram in Exercise 1
to choose the correct word or phrase in each
b. starts a new line sentence.
c. advances the cursor to the next tab stop 1. The letter H is in the middle of / under the
d. changes one letter to a capital or keyboard letters.
punctuation mark, or gives another option 2. The caps lock key is below / above the
e. move the cursor up, down, right or left shift key.
f. removes letters or words 3. The B key is between / over the V key and
g. cancels the current process or program the N key.
running 4. The number keys are beside / on the arrow
keys.
6 Listen and repeat the words and phrases in 5. The shift key is behind / next to the Z key.
colour. Then decide if the sentences are
true or false.
1. The space bar is smaller than the other keys.
Your Turn
2. The control and alt keys perform actions
when pressed with different letters. An IT worker and a colleague are talking about a
3. The backspace key deletes one position computer problem. Copy the report. Then listen
forward from the cursor. to their conversation and complete the report.

4. The numeric pad consists of maths symbols IT TECHNICIAN REPORT

as well as numbers.
DATE: TIME:
5. The 12 function keys take you directly to
3/4/18 10.00 am
different commands.
6. The command key is also called the control CALLER:
key. 1.
from Marketing
7. A modifier key is only used in conjunction
PROBLEM:
with another key.
The 2. aren’t working. Indicator lights
and 3. still working. Possible problem
with the 4. or might need a new 5. .
PRIORITY:
✓ Urgent Not urgent

13
 Hardware: Peripherals
Getting Started: Vocabulary (page 119)

1 
R ead the inventory of peripherals. Then 2 Two IT assistants are taking an inventory of
answer the questions. computer peripherals. Match each question
in A to the correct response in B. Then listen
to the dialogue and choose the correct
numbers.
A
Johnston’s and Co.: Computer Hardware Inventory 1. Which scanners have we got?
2. Why have we got so many new headsets?
Type 2: Peripherals
3. Have we got enough webcams?
Projectors 4 – but projector in Room 78 not working
4. Do we need more microphones for the
Printers call centre?
Laserjet 6000 32 5. What about the mouses? I ordered a
DS 90 All-In-One 12
couple of boxes last month.
Deskjet 1550 6 – order half a dozen more from supplier
B
Scanners
FUMI MR 2000 4 – enough? check with design department a. The supplier sent us a big box instead of a
small one. We should return 1. 50 / 40 to the
Headsets
60 – received double order supplier.
return one box of 30 to supplier
b. Really? There are only 2. 3 / 5 left in the box
Webcams 15 now.
Keyboards c. 3.
We’ve got 3 / 4 Xerox scanners, but no
standard 38 Kodak scanners.
wireless 12 d. No, we’ve only got a couple left. We need to
Monitors order 4. 10 / 12 for the office.
standard 28 – 5 broken monitors e. Yes, we need to order 5. 16 / 17 urgently.
large 31
3 Copy and complete the chart using the
Microphones none information from Exercise 2.
Speakers 6 pairs – order 1 new pair for meeting room
Computer Hardware Inventory
Mouses
TYPE 2: PERIPHERALS
standard 13 (now obsolete)
wireless 46 Quantity Action
Item in stock required
Scanners: Xerox 1. –

Scanners: Kodak 2. –
1. How many projectors are available
for the workers to use? Headsets – 3.

2. There are too many of one item. Webcams 4. 5.

Which one? Microphones – 6.

3. What is wrong with some of the Mouses 7. –

monitors?
4. Which piece of equipment is 4 Practise the dialogue in Exercise 2 with a
missing completely? partner. Pay attention to the expressions in
5. Why isn’t Johnston’s going colour.
to order any more
standard mouses? Tip!
When talking about quantities,
we sometimes use expressions
instead of numbers.
a dozen = twelve
half a dozen = six
a couple = two

14 Remember: Do all activities in your notebook.

 3
Working with Vocabulary 5
4
5 Listen and repeat. Then match the words to the pictures.
scanner w speakers w projector w microphone w stylus pen 6
7
webcam w headset w printer w gaming controller

2
3

8
9

6 Listen and repeat the words and phrases in colour.

Then copy and complete the sentences.
flash drive w barcode scanner w remote control w touch screen w USB charger
1. It’s got a , so you don’t need to use a mouse.
2. I can’t reach the switch; please pass me the .
3. If you’ve got a , you can charge your phone on my computer.
4. We need a to read all the shop’s product prices.
5. Hand in your homework to your teacher on a .

7 Listen and repeat the words and phrases in colour. Then match the sentences in A to B.
A B
1. That model is obsolete. a. Mine is full.
2. Can you please order a new flash drive for me? b. There are 97 in this box!
3. The fax machine is broken. c. They don’t make or use it any more.
4. We’re overstocked with mouses. d. We didn't bring enough to the trade exhibition.
5. We need to reorder with that supplier. e. It’s not receiving information again.
6. We’ve run out of USB chargers. f. I can’t see the words properly.
7. The printer has run low on ink. g. We last ordered with them three months ago.

8 Read the e-mail to the IT department. Complete the sentences with words from the exercises above.

Dear Zoe,
Thanks for your help and cooperation with the Your Turn
annual inventory:
All of the 1. b t hardware is going to You are IT sales assistants checking
be replaced over the next 12 months. an inventory of computer peripherals
before placing an order with a
In addition, the sales staff need two new
supplier.
2.
u s s for their
presentations to their customers. Student A: Ask the questions
We have ordered a box of 3.
e s on page 84.
and 4. c h s to improve sound
Student B: Answer the questions
quality for the help desk.
according to the information
We have to replace the colour 5. r r in on page 92.
the art department because it is 6.
k
and it costs too much to fix.
The webcams we ordered last month haven’t
arrived, so we are going to 7. e r them.
John Worth
IT Manager

Writing Task, page 104 Workbook, page 8 15

 4 Ordering Computer Supplies

Getting Started: Vocabulary (page 120)

1 R ead the advert. Then decide if the 2 Read the dialogue between a customer (A)
sentences below are true or false. and a supplier (B) and choose the correct
response. Then listen to the dialogue and
check your answers.
MEDIA PLANET 1. A: It’s Anne from Highbury College, ICT
department. I’d like to place an order,
H A R D W A R E S O LU T I O N S
please.
COMPUTER PRODUCTS B: a. I’ll check if we have any.
AT THE BEST PRICES! b. Certainly. What exactly do you need?
2. A: We're running low on microphones.
CHECK OUT OUR B: a. What quantity do you need?
SPECIAL OFFERS! b. Yes, we sell speakers.
For the month of May, Media 3. A: About 20. What’s the price per unit?
Planet is offering some very B: a. Each unit is £10.
attractive prices! b. I’m afraid I’ve only got three boxes in
stock.
☛ Hard drives from £44
4. A: Have you got any good quality
☛ Processors from £49 headsets? The ones we’ve got at the
moment keep breaking.
We offer the best quality
products. B: a. We’ve got a driver in your area this
afternoon.

Place an order with us, and we b. We have some good Sound Ex
will send the goods to you by fast ones ‒ our customers love them.
delivery to arrive the next day. 5. A: I’ll take 40, please. How much discount
Order a large quantity of can you give me?
computer hardware, and we will B: a. We can give you a 10% discount.
give you a special discount. b. Delivery is free.
We accept up to five payments 6. A: How long will delivery take?
for orders over £500. B: a. We’ll send out the order today and it
will be with you by tomorrow.
Only until
Friday 25% off
all motherboards!
b. We've sold all of those.

3 Practise the dialogue in Exercise 2 with a

partner. Pay attention to the expressions in
colour.
1. Media Planet is offering special prices for the
month of May. 4 Read the dialogue in Exercise 2 again.
Then choose the correct answer.
2. Media Planet sells excellent products.
1. The customer needs about 10 / 20
3. You receive the goods on the same day you
microphones.
order them.
2. Each microphone costs £10 / £20.
4. When you order a lot of hardware, you pay
less money for each item. 3. The customer isn’t happy with the hardware /
headsets in her college.
5. You always have to pay all the money when
you order. 4. The customer orders 40 / more than 40
headsets.
6. Until Friday, there is a 25% discount on all
products. 5. The delivery will arrive today / tomorrow.

16 Remember: Do all activities in your notebook.

Working with Vocabulary 7 Listen and repeat the words in colour. Then
use them to complete the mini-dialogues.
5 Listen and repeat the words in colour in A. A 
account w postage and handling
Then match them to their meanings in B. charge it
A Customer: Do I need to pay for 1. ?
1. price Salesperson: No. That's included in the
2. quality price.
3. payments Customer: Can I 2. ?
4. give a discount Salesperson: Yes, madam, if you've already
5. out of stock got an 3. with us.
6. goods B cash w shipping w credit card w cheque
B Salesperson: There's a small charge for 1.
the item direct to your home.
a. sums of money to pay over time
Customer: That’s fine. What’s the final
b. items total?
c. having no more, completely sold out Salesperson: £375. Do you want to pay by
d. offer for less money 2.
?
e. how good something is Customer: No, I haven’t got my cheque
f. how much you pay for something book, and I certainly haven’t
got £375 in 3. ! Could I pay
6 Listen and repeat the words in colour. by 4. ?
Then copy and complete the invoice using Salesperson: Sure.
the words below.
VAT w Subtotal w Price per unit w Invoice
Quantity w Delivery date w Payment date
Your Turn
PC LAND COMPUTER HARDWARE SUPPLIES
Sue is placing an order for computer supplies.
Copy the form. Then listen to the conversation
Date: 16/2/2017 and fill in the missing information.
1.
Number: 045637

TO: Hartington’s IT Department To: IT Global

ITEM 2. 3. TOTAL DBC Account Number: 10034
COMPUTER
Invoice Number: jan0736
Speakers 20 £21 £420 SUPPLIES

Microphones 21 £10 £120 Price per

Item Quantity Total
unit
Keyboards 6 £35 £210
1.
10 £ 2. £ 3.
4.
: £750
£150 Wi-Fi mouses 25 £ 4. £550
+5. : 20%:
TOTAL £900 Keyboards 6 £40 £240
Discount: 10%: -£90 Subtotal £ 5.
6.
: 17th February FINAL TOTAL: £810 +VAT: 20% £228
7.
: 30 days from delivery TOTAL: £1368
COMMENTS: Special delivery!
Discount: 10% – £136.80
Delivery date: 5th January FINAL TOTAL: £ 6.

Tip!
VAT = Value Added Tax. VAT is a
tax added to the purchase price.
In the US, it is called sales tax.

17
 Recommending Computer Hardware
Getting Started: Vocabulary (page 120)

1 
R ead the webpage from an online shop. 2 A sales assistant in a computer shop (A) is helping a
Then decide which computer (A, B, C or D) customer (B). Listen to the dialogue and complete it
matches each question below. with the words below.
a fax, too w only €75 w printers w the office
Monitors Printers Computers Peripherals
A: Good morning. I see you’re interested in these 1. .
B: Yes, can you recommend a good wireless printer?
A Top-of-the-range PRO-MAX desktop PC I want something for 2. , simple but powerful.
Includes 27” monitor, plus speakers. A: Ink-jet printers are generally the best.
User-friendly, suitable B: What’s the best model?
for study and home use
A: There are good reports about the Colour Max.
Capacity: 500 GB
They’re very dependable.
Memory: 4 GB
B: OK. Why is this white one so cheap?
OS Windows 10
A: It’s just a printer. The others are more expensive
because they’re all-in-one printers. They’ve got
B Toshiba – Satellite laptop
scanners and photocopiers. Some of them have
Light and portable, this is also the most
powerful laptop on the market for under €600
got 3. .
Ideal for busy travelling professionals B: We don’t need a fax, but the other things would
15.6” slimline screen be useful. That grey Delux LI has got really good
Inbuilt 13 megapixel camera
reviews. But it’s much bigger than the others.
Capacity: 1 TB A: That’s because it can print on A3 paper. Do you use
Memory: 4 GB A3 in the office?
OS Windows 10 Pro B: No, never.
A: So I suggest you buy something like this. It’s got
C Compact all-in-one computer (HP) a built-in scanner and photocopier and it does
24” LED high-resolution monitor double-sided printing. It’s much more slimline than
Ideal for watching HD multimedia and films the other models.
Inbuilt speakers and webcam with B: And it’s 4. !
superfast Intel® Pentium® processor
Capacity: 500 GB 3 Practise the dialogue in Exercise 2 with a partner.
Memory: 6 GB Pay attention to the expressions in colour.
OS Windows 10
(DVD/CD drive not included)
4 Read the dialogue in Exercise 2 again. Then match A
to B to form sentences.
A
D Apple iMac 1. The customer asks for
Compact all-in-one computer with an excellent
widescreen display 2. According to the sales assistant, the best printers are
High-resolution 24” screen 3. All-in-one printers have got
Popular with designers and other 4. The customer mentions the Delux LI because of its
creative professionals 5. The customer doesn’t use
Ergonomic mouse included
Capacity: 150 GB B
Memory: 8 GB a. good reviews.
OS Apple OSX b. ink-jet printers.
c. A3 paper.
d. a recommendation.
Which computer ... e. scanners and copiers.
1. has got the most memory? Tip!
2. has got the largest storage?
The ® symbol follows the name of a
3. has got a webcam as part of the computer? product or company that is legally
4. is good for doing artistic work? registered. The name will always have
5. has got the biggest screen? a capital letter: Intel ®, Pentium ®

18 Remember: Do all activities in your notebook.

 4
Working with Vocabulary 8 Listen and repeat the words in colour.
Then use them to complete the text.
5 Listen and repeat the words in colour in A. user-friendly w powerful w complicated
Then match them to their definitions in B. ergonomic w reliable
A B
1. portable a. built to be strong
2. superfast b. using a small space
3. dependable c. easy to carry around Technology Q&A
4. compact d. not likely to fail
5. sturdy e. very speedy

6 Listen and repeat the words in colour. Then QUESTION: My 80-year-old grandmother
choose the correct answers to complete the wants a computer. She’s never used one before.
reviews. Can someone advise me?
ANSWER: She needs something that is 1.
–
Review it’s no use buying her a computer that is too
2.
to use.
The computer has got a great 1. flexible /
wide screen (27") monitor – ideal for graphics Look for something that is simple to use and
programs and gaming. It is 2. slimline / simple 3.
– you don’t want a computer that gives
to use and 100% 3. secure / top-of-the-range her problems all the time.
because of its modern security system.
She won’t need a 4. computer because
Review I imagine she will only use it for basic things.
I would think about getting
The 4. all-in-one / built-in printer-scanner-
her an 5. mouse, so that
photocopier is a 5. practical / high-resolution
it’s easier for her hands.
solution for travelling or for offices with limited
space.

9 Which adjectives in Exercises 5-8 can describe

Tip! the items below?
Most countries still measure screens in A laptop: sturdy, portable,
inches and not centimetres. For example: A printer:
17". The measurement is diagonal from
A mouse:
corner to corner of the screen.
A smartwatch:

7 Copy and complete the review below with the Your Turn
words not used in Exercise 6.
Student A: You are a sales assistant in a computer
REVIEW shop. Use the information on page 85 to
Nice and 1. for working everywhere! recommend a laptop.
The new 2. tablet (0.5 cm) has got 3.
Student B: You are a customer who wants to
Wi-Fi, for Internet connection on the go. Its
buy a laptop. Ask the sales assistant questions to
4.
screen is perfect for doing graphics work.
complete the information on page 93.
It really is a 5. model.

Writing Task, page 105 Workbook, page 10 19

 5 Troubleshooting

Getting Started: Vocabulary (page 121)

1 
R ead the webpage. Then copy and correct the mistakes in
the sentences below by changing the words in bold.

FAQs Frequently Asked Questions Most common computer problems have got simple solutions.

1 What can I do if the power button doesn’t start the computer?

 heck the power cord is connected to the computer correctly. Make sure the power supply
C
is working by plugging in another electrical appliance to test it.
2 What can I do if a program won’t run or runs slowly?
F irst, make sure you save everything. Close the program and then reopen it. If that doesn’t
work, shut down the computer and restart it. If that doesn’t work, reinstall the program.
3 What can I do if my computer freezes?
 ress and hold the Control, Alt and Delete keys at the same time. Choose “Log off” from the
P
menu on the screen, then restart the computer.
4 What can I do if I get a No Signal message on my monitor?
 ake sure you haven’t got a loose connection. Disconnect and reconnect the monitor cable.
M
Check the screws are tight. You may need to replace your monitor cable.
5 What can I do if there is no sound on my computer?
 heck the volume control in the control panel and the software you are using. Check that
C
the mute box is not selected. If you are using external speakers, make sure they are turned
on and connected to the correct audio or USB port.

1. Check the hardware supply is working by trying it out with another device that works with electricity.
2. If a virus isn’t running fast enough, you might have to install it again.
3. If your computer doesn’t react at all, you can solve the problem using three messages.
4. Try adjusting the fan if the monitor cable isn’t connected properly.
5. A problem with images can sometimes be related to the speakers’ connection.

2 A helpdesk technician (A) is answering a call from a customer (B). Listen to the dialogue and choose
the correct answers.
A: Hello, it’s Tom here. Who am I speaking with, please?
B: Hello Tom, it’s Jim Curtis. I’ve got a problem with my 1. settings / speakers. They were fine this morning.
Now, I want to watch a 2. video / film. I can see it, but I can’t hear anything.
A: OK. It’s usually a good idea to check cables for a loose connection before you do anything else.
B: Wait a minute. I’ll look ... all the connections are fine.
A: That’s good. Are you watching an 3. offline / online video?
B: Yes, I am.
A: Have you tried checking the volume control under the video clip?
B: Yes, it’s on 4. 10 / 0.
A: What about the volume icon at the bottom of your monitor? Can you see that?
B: Yes, I can.
A: Click on it and tell me where the little green line is.
B: It’s at the 5. bottom / top.
A: That means the volume is turned off. You should always make sure you check the volume control
in the software you’re using.
B: Oh, yes, I see. Thanks for your help.
A: You’re welcome.

20 Remember: Do all activities in your notebook.

3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.

4 Read the dialogue in Exercise 2 again. Then answer the questions.

1. Why is Jim calling the helpdesk?
2. What is Jim trying to do?
3. What three places must Jim check?
4. What is the solution to Jim’s problem?

Working with Vocabulary

5 Listen and repeat the words in colour. Then copy 8 Choose the correct answer.
and complete the sentences. 1. The reason you can’t hear anything is

no signal message w volume control w control panel because you have selected the .
mute box w loose connection w power button a. control panel
1. You use the to switch the computer on. b. power button
2. You use the to turn the sound up or down. c. mute box
3. I think there’s a in the switch. Sometimes it works 2. If you want the music louder, turn it up
and sometimes it doesn’t. using the .
4. Go to the and click on the sound icon, then click a. loose connection
on internal speaker. b. volume control
5. If you select the , you won't be able to hear c. no signal message
anything. 3. Before you close the file, you save all
6. A means the computer is not connected to the the changes you have made.
monitor. a. make sure
b. shut down
6 Listen and repeat the words in colour. Then choose c. reconnect
the correct words.
4. The monitor wasn’t working, so we it
1. You have to log off / press and hold the Control with a new one.
key and P to print.
a. reinstalled
2. To reinstall / restart the computer, try pressing the
b. replaced
power button again.
c. reopened
3. Before you open the computer case, make sure /
5. If you these three keys, you will be
reconnect to switch off the power supply.
able to shut down the computer.
4. Every so often, the computer freezes / reopens.
a. press and hold
It just stops in the middle of what you’re doing.
b. log off
5. The graphics card is broken. You’ll have to replace /
c. restart
shut down it.

Tip! Your Turn

The prefix re- before a verb often means again. An office worker is calling a helpdesk technician to
reconnect the cable = connect the cable again discuss a computer problem. Listen and complete
reinstall, replace, reopen the technician’s notes in your notebook.

DATE: CLIENT:
7 The words and phrases in bold are in the 16th May Browne’s Department Store
wrong sentences. Write the sentences PROBLEM:
correctly in your notebooks. 1.
on monitor.
1. You should reinstall your e-mail account NOTES:
when you’re finished.
Client checked the 2. of the monitor’s
2. My computer went for repair and now I must cables. Client disconnected and 3. the
reconnect some programs. cable. Cable is 4. .
3. Now, the fan isn’t working. I have to shut POSSIBLE PROBLEM:
down the case.
A 5. inside the computer or monitor.
4. Check the cable and then log off the mouse
SOLUTION:
to the keyboard.
Technician to call at the office 6. .
5. At the end of the week, please reopen all the
computers in the office.
21
 Doing Repairs On-site 2 A manager (A) is explaining a new employee’s
(B) work plan. Number sections A-C in the
correct order to form a dialogue. Then listen
Getting Started: Vocabulary (page 121)
to the dialogue and check your answers.
1 
R ead the work plan. Then copy and correct A
B: Sure. Which anti-virus software should
the false sentences below. I use?
A: Use McAfee. Insert the disc, then
follow the instructions on the screen.
 Then on Tuesday morning, you have to
Work plan Mon 14th – Fri 18th go to the department store on Albion
Street.
Client: Central Library B: OK. What’s the problem there?
Contact: Jill, in reception A: They lost some data and they need to
Location: 27 King Street (opposite the post office) recover it.
Time: Monday morning from 9 am to 11.30 am B: What’s the best solution for that?
Job: * Install new printer and scanner.
* Show Jill how to activate printer A: Open the data backup system and copy
B
from different computers. the lost information onto their system.
B: Right. How do I access their backup
Client: Fairport Sports Centre system?
Contact: Harry Smith, Admin department A: The password is written on your work
plan. Is everything clear?
Location: 4 Main Street (next to the train
station) B: Yes, I think so.
Time: Monday afternoon 12 to 3 pm; Tuesday
1 to 5 pm C A: John, here’s your work plan for this
week. You’ll be working off-site. On
Job: * Show Harry how to move documents Monday morning, I want you to go to
from the backup system to the the post office.
main system.
B: OK. Where is it exactly? I don’t

* R un an anti-virus scan on all remember.
computers in the centre. A: It’s opposite the school. Their computers
are very slow. It’s probably a virus. Can
Client: Bradpool Manufacturers
you do a virus scan and remove any
Contact: Mr Norris viruses that are slowing down the
Location: 17 Industrial Park (Look for F Block. system?
At the main entrance go straight on.
You’ll find Mr Norris’ office at the 3 Practise the dialogue in Exercise 2 with a
end of the corridor, on the left.) partner. Pay attention to the expressions in
colour.
Time: Wednesday, 8.30 am
Job: * Install the new client data software. 4 Read the dialogue in Exercise 2 again. Then
* Show Mr Norris and his team how copy and complete the table.
to input data correctly.
John Weston: Work plan
17th-21st January
TIME PLACE JOB
Monday 1. 2.

1. The Central Library is next to the post office. 3. department 4.

store Albion St
2. The job at the library is scheduled for
Monday afternoon.
3. The technician will be working at the sports Tip!
centre for three days.
We use the preposition in for months and parts
4. Mr Norris’ office is on the right, at the end of of the day, on for days and dates, and at for
the corridor. exact times or at the weekend, at night.
5. On Wednesday, the job is to install new Remember to use capital letters for days and
hardware. months.

22 Remember: Do all activities in your notebook.

 5
Working with Vocabulary 8 Listen and repeat the words and phrases
in colour. Then match each sentence to the
5 
Listen and repeat the words in colour. correct picture.
Then copy and complete the sentences. 1. Room 333 is opposite the toilet.
anti-virus software w back up w lose 2. Go straight.
follow instructions w password w recover 3. Turn left.
1. It’s important to when you assemble a
4. Turn right.
computer. That way, you won’t make any
mistakes. 5. Room 333 is on your left.
2. Make sure you your data every day, in 6. Room 333 is on your right.
case you get a virus. 7. Room 333 is at the end of the corridor.
3. You need to install to protect the system.
4. Invent a new with 10 letters and numbers. a b
5. If the computer crashes when you’re
working on something, you may all your
information.
6. The file has probably been deleted, but let
me see if I can it. c d e

6 Listen and repeat the words in colour.

Then choose the correct answer.
1. When I work off-site / on-site, I have to drive
f g
to different places.
2. Let’s use the stairs / lift. The meeting is on
the 30th floor.
3. The keys are ready for you to collect from the
hotel reception / ground floor.
9 Match A to B to form sentences.
4. Pay for your car parking at the entrance /
A
exit when you leave.
1. You need to run a virus .
c 7 Listen and repeat. Then match the words to 2. My office is at the end of the .
the pictures. 3. The office building is on your .
sports centre w shopping centre w airport 4. I’ll meet you outside the sports .
factory w train station w library w post office 5. My sister works at the post .
department store 6. The library is next to the train .
1 2
7. Just insert the disc and follow the .
8. At the end of the day, make sure you do a .
B
a. left e. backup
b. office f. station
c. instructions g. centre
3 4
d. corridor h. scan

Your Turn
5 6
You work in the repair department of an ICT
company.
Student A: Ask and answer questions to
complete the work plan. Use the information on
page 85.
7 8 Student B: Ask and answer questions to
complete the work plan. Use the information on
page 93.

Writing Task, page 106 Workbook, page 12 23

 6 IT Helpline

Getting Started: Vocabulary (page 122)

1 Read the notice. Then match the sentences below to the correct instructions from the notice.

COMPUSET SERVICES Telephone Etiquette Tips

When you answer the phone, remember to:

a. state your name and the name of the company clearly.
b. greet the caller in a friendly but professional manner.
c. answer the phone quickly. Avoid letting it ring more than three times.
d. make sure you put the call through to the correct extension.
e. take clear messages and include the caller’s name and telephone number.
f. give the messages to the appropriate person as soon as possible.
g. be patient and helpful with the customer at all times.

1. The callers shouldn’t wait for a long time. Tip!

2. The callers should know who they are talking to. When you introduce yourself
on the phone, you can say
3. Write down who is leaving a message and how to contact them.
Melanie speaking. It is not
4. Don’t make a mistake when you are putting calls through. correct to introduce yourself
5. Deliver messages quickly. by saying I’m Melanie.
6. Be courteous when you speak to callers.

2 An employee in a computer shop (A) is talking to a customer (B) on the phone. Number sections A-C
in the correct order to form a dialogue. Then listen to the dialogue and check your answers.
A B: Yes, it’s 15480.
A: Just a moment, Mr Smith, I’ll just check for you. Please stay on the line.
B: Sure.
A: Thank you for waiting. Yes, we’ve got 10 of those in stock.

B A: Good morning, Compuset helpline. Melanie speaking. How may I help you?
B: Hello, it’s Dave Smith here from CopyShop. Can you tell me if you’ve got any of the
X300 RAM chips in stock?
A: Have you got the item number, please?

C B: Great. I’ll come in later this week.

A: Can I help you with anything else today?
B: Yes. Unfortunately, we had a problem with the latest software update you sold us.
A: Oh, I’m sorry to hear that, Mr Smith. I’ll put you through to a support technician.

3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.

24 Remember: Do all activities in your notebook.

4 Read the dialogue in Exercise 2 again. Then answer the questions
in your notebook.
1. Who does Melanie work for?
2. Who does Dave Smith work for?
3. What item is Dave interested in buying?
4. What has Dave got a problem with?

Working with Vocabulary 7 

Listen and repeat the words in colour. The words
in colour are in the wrong sentences. Write the
5 Listen and repeat the words in colour. sentences correctly in your notebook.
Then choose the correct answer. 1. I need to speak to Betty on the line. It’s really
1. Her presentation was very professional. She important.
did a bad / good job. 2. Can you ask Mrs Ford to avoid tomorrow?
2. The shop must be open / closed. There’s I’m too busy to talk to her today.
no reply. 3. I’ve got a client as soon as possible who
3. I will / won’t be careful when I input the data. wants to speak to the manager.
4. She must be busy / free. The line is 4. Try to remind speaking too loudly on the phone.
engaged. 5. Can you ring back Ms Burns to prepare the
invoice for Dell’s Computer Shop?
5. There’s a caller outside / on the phone
waiting to speak to you.
6. Can you please speak up? I can’t see / hear Tip!
you very well.
ASAP = as soon as possible
6 Listen and repeat the words in colour. The abbreviation is also pronounced as a word – ‘asap’.
Then copy and complete the sentences.
put you through w extension number w repeat
dial a number w state w wrong number 8 Match A to B.
contact A
1. Sorry, what did you say? Can you that, 1. If there’s no reply from his office phone,
please?
2. Miss Scott is on the line for you.
2. Your mother rang an hour ago – you need to
3. Avoid letting the phone ring a lot.
her immediately.
4. They’ve tried to contact you several times,
3. One moment, please, I’ll to Mr Wright now.
5. Before you dial the number,
4. This is not St Ann’s Hospital. You’ve got the
6. His line is engaged,
.
5. To abroad, put an 01 before the number. B
6. From Monday, my new will be 8015. a. he’s probably working off-site.
7. When you answer a phone call, the name b. so I’ll phone him later.
of the company. c. so call them as soon as possible.
d. press 9 for an outside line.
e. She needs to place an order.
f. Answer it quickly.

Your Turn
Two receptionists are answering the phone to clients. Copy the
chart. Then listen and tick the correct columns.

Pam Ann
1. answers with the name of the company
2. offers assistance
3. asks for the caller’s name and phone number
4. ends the conversation courteously

25
 Taking Messages
Getting Started: Vocabulary (page 122) 2 
An assistant (B) is talking to a client (A). Listen
to the dialogue and complete it with the
1 
Read the memo and the telephone messages. missing words.
Then decide who each statement below A: Can I speak to Chloe Burns in 1. support,
refers to. please?
Employees Schedules B: Just a moment, I’ll put you on hold … . I’m
sorry. I’m afraid that Chloe is unavailable
3rd February at the moment. She’s in a meeting with a
t of office at Tech
Mrs Jacobs – working ou . Can I transfer you to Bill Jones from
2.

City Computers the same department?

ble from 15:00-16:00 A: No, I’d rather speak to Chloe directly.
Mr Bradford – unavaila
lem with his phone – B: OK, I understand.
Mr Patel – technical prob
sion 232 A: 
transfer his calls to exten
Could you ask her to return my call, please?
out of the office for We’ve got a problem with our 3. program.
Mrs Gladstone – will be We need a solution urgently.
lunch (12:45-14:00) B: Let me write down your name and 4.
ings with IT project
Mrs Anderson – in meet A: It’s Steve McGough.
messages, don’ t
managers all day. Take B: Can you spell your last name, please?
interrupt. A: Yes, of course. It’s M-C-G-O-U-G-H. And my
5.
number is 061 209 922.
Message for: Mrs Gladstone B: OK. Let me check that. It’s 061 209 992?
Time: 13:45 From: Mr Wright A: No, it’s 922 at the end. 061 209 922.
Message: Would like a meeting this B: 061 209 922. OK. And the message is to call
you urgently about a software problem.
week to start planning the
A: That’s right.
TELCOR tech project.
B: I expect her to be free at around 1.00.

3 Practise the dialogue in Exercise 2 with a

Message for: Mr Bradford partner. Pay attention to the expressions in
Time: 15:14 From: Linda at PR Solutions colour.

Message: Urgent! Please call me. We’ve 4 

Read the dialogue in Exercise 2 again. Then
run out of sound cards and decide if the sentences below are true or false.
Correct the false sentences in your notebook.
need to re-order.
1. Chloe can’t take the call right now.
2. Steve McGough wants to speak to Bill Jones.
Message for: Mrs Anderson 3. Steve wants Chloe to ring him back.
Time: 14:02 From: Jason Moore 4. Steve’s problem can be solved next week.
Message: Needs a technician to visit 5. The receptionist wrote the telephone number
the IT department at the incorrectly the first time.

hospital ASAP please.

Tip!
When we say a telephone
1. This person’s phone isn’t working. number, we say each digit
2. This person is not working in the office today. separately. We can also say ‘oh’
instead of ‘nought’ or ‘zero’.
3. This person works in a hospital.
829 7403 = eight-two-nine-
4. This person needs to order something.
seven-four-oh-three.
5. This person wants to have a meeting soon.
6. This person isn’t receiving calls for
one hour this afternoon.
7. This person has got meetings and
can’t receive phone calls.

26 Remember: Do all activities in your notebook.

 6
Working with Vocabulary 6 Listen and repeat the words in colour.
Then copy and complete the sentences.
5 Listen and repeat the phrases in colour. Then spell that w interrupt w return your call
choose the correct phrase to complete each line is busy w out of the office
sentence. 1. When someone is speaking on the phone,
it means their .
on holiday w out of town w in a meeting 2. How do you – is it J-U-D-Y or J-U-D-I?
3. I’m sorry to your meeting, but you have
1. I’m afraid Mrs Philips isn’t in the a call from your daughter. She says it’s
office. She’s at an IT conference. important.
4. Mrs Rose isn’t at her desk; she’s .
5. Mr Davies is busy at the moment. Shall I ask
2. I’m sorry, but Miss Lyons is busy. She’s him to later today?
with the software developers. As soon
as they finish, I’ll tell her you phoned. 7 Listen and repeat the words in colour in A.
Then match them to their definitions in B.
A
3. I’m afraid Mr Brown isn’t here. 1. unavailable
He’s in the Alps for two weeks. 2. transfer
He’ll be back on the 20th. 3. deal with
4. urgent
5. expect
B
hang up w cut off w take down a. needs immediate attention
b. believe that someone or something will arrive
4. Just a moment, I’ll get a pen and soon
your full name and mobile number.
c. pass a call on to someone else
d. take action to do something
e. can’t be contacted
5. I’m sorry we got earlier. My
battery ran out. 8 Choose the correct answer.

6. Just a moment. I’ll see if Mr Jeffries is in MESSAGE FO R MR TRAVIS

e you
his office or out on-site – please don’t . Will Sam uels called this morn ing whil
left /
were 1. on holid ay / in a meeting . He
2.

lost half of
took a messag e say ing that he has
nt /
his client data and he needs an urge
3.

wou ld
unavaila ble solution . I told him you

take a message w leave a message soo n as
put you on hold
4.
hang up / dea l with his problem as
/ tran sfer
possible and that you wou ld retu rn
5.

off /
his call after your meeting . I cut
6.
7. I’ll see if Miss Hart can take
you
your call. Can you please wait a took dow n his mobile number in case
moment while I ? have n’t got it. It’s 093-425555 .

8. Mrs Banks isn’t on-site

today – can I ? Your Turn
Student A: You are the receptionist at Silikon Web
Design. You are answering the phone. Use the
flow chart on page 86.
9. Could I for Tony? Please tell him
I’ll be out this afternoon testing the Student B: You are calling Silikon Web Design to
new software at the sports centre. speak to Jerry Gold. Use the flow chart on page 94.

Writing Task, page 106 Workbook, page 14 27

 7 Customer Service

Getting Started: Vocabulary (page 123)

1 Read the guidelines. Then decide which department each caller on the right should be transferred to.

all staff
1. “The contract says £15 per barcode scanner, but you
have charged me £17 each.”
Answering phone requests
2. “My PC keeps turning off by itself.”
3. “I saw a job for a software tester on your webpage.”
A&B COMPUTER SERVICES 4. “We ordered 12 CPUs last week but still haven’t
Employee Guide for Answering Phone Requests received them.”
Customer satisfaction is very important. All 5. “We’ve received our order of 20 microphones, but
employees should be able to give general four are broken.”
information about opening times and the
services we offer. 2 A receptionist is answering calls. Listen to the mini-
When a customer calls with an enquiry, make dialogues and complete them with the missing words.
sure you put them through to the correct 1
A: Thank you for calling World of Computers.
department. How can I help you?
For quotes, purchases and order enquiries: B: Hello. I’m interested in purchasing a number of
Sales and Marketing Department, ext. 320 laptops or tablets. We need them for our 1. .
For software or hardware problems: A: Please hold the line. I’ll put you through to our
IT Maintenance Department, ext. 321
2.
department. What’s your name, please?
Note: If the line is busy, make an appointment B: It’s Mrs Simpson.
for a technician to get back to the caller.
A: Good morning. May I ask what the problem is,
2
For financial matters such as invoices, please?
problems with pricing and contracts: B: Yes, I think I’ve been overcharged for the scanners
Accounts Department, ext. 322 we ordered.
Callers interested in employment: A: I’m sorry about that. What’s your 3. number,
Human Resources Department, ext. 323 please?
B: It’s 4. .
Complaints about damaged or incorrect
products: A: OK, hold on and I’ll put you through to the accounts
Customer Relations Department, ext. 324 department. They’ll be with you shortly.
Todd Nelson A: Hello. I’m calling because I’ve got a problem with
3
Customer Relations one of the heatsinks you 5. us.
World of Computers B: I’m sorry to hear that. Can you describe the
problem, please?
A: When I start the computer, it doesn’t turn on.
B: Oh, I see. Please hold the line and I’ll put you
through to the IT maintenance department.
 I’m sorry the line is busy right now. Let me take your
name and number. I’ll get a 6. to get back to you.

3 Practise the mini-dialogues in Exercise 2 with a partner.

Pay attention to the expressions in colour.

Tip!
The prefix over means too much or
more than usual.
overcharge, overheat, overload

28 Remember: Do all activities in your notebook.

4 Read the dialogues in Exercise 2 again. 6 Listen and repeat the words in colour. Then
Then copy and complete the sentences. copy and complete the sentences.
1. The first caller wants to buy . 
hold the line w get back to you w damaged
2. The second caller wants to check something discuss it w charge w opening times w satisfied
on his . 1. I think we should in more detail at our next
3. The third caller complains about . team meeting.
4. The receptionist takes the of the third 2. We want all our customers to be with the
caller. service we give.
3. They’re asking how much we for technical
support.
Working with Vocabulary 4. I’m sorry, the line is busy. I’ll ask her to as
soon as possible.
5 Listen and repeat the departments in colour. 5. The company will replace the item for free.
Then decide which department matches each
speech bubble below. 6. Our are from 9 in the morning until 8 in the
evening.
sales and marketing department
accounts department 7. Don’t hang up – and I’ll put you through to
IT maintenance department the correct department.
customer relations department
human resources department 7 Listen and repeat the words in colour in A.
Then match them to their definitions in B.
A
1. We managed to fix your hard
drive but unfortunately, you 1. customer number
need a new motherboard. 2. quote
3. enquiry
4. overcharge
5. shipping date
2. Your satisfaction is very important to
6. complaint
us. I’m very sorry to hear there was
a problem with our service. B
a. a request for information
b. charge too high a price for a product or
3. I can give you a reduction in price service
if you buy a larger quantity.
c. a statement that something is unsatisfactory
d. the estimated cost for a job or service
4. Please give me the invoice e. the date a customer’s order leaves the supplier
number and I’ll check what f. a reference assigned to each customer by
the prices were. a supplier

Your Turn
5. I’m planning a staff training programme
Listen to a conversation between a worker in
for all our new employees.
the IT maintenance department and a customer
in a computer shop. Then complete the call log
in your notebook.
Tip!
TECH CITY Call Log Date: 19/11/2017
Instead of saying the full name of Employee Name: Anna Parker
a position or department, we often
use the first letters of each word. Department: IT maintenance
HR = Human Resources
1.
Caller’s Name: Company: CompuWorld
Address: 29 Pine Ave, Springfields.
Call description: The caller is having problems
with the client 2. we installed. They can’t
access 3. .
A technician will visit 4. . The shop is open from
5.
in the morning.

29
 Customer Complaints
Getting Started: Vocabulary (page 123)

1 
R ead the online complaint form. Then copy and correct
the false sentences below.
HOME COMPLAINTS

Name: John Higgins Comment: I am writing to complain about the disappointing

service I received from your company. You sent me a
E-mail: jhig78@metromail.net motherboard that was missing a part. This caused us a serious
problem because we couldn’t use our main PC for sales. As a
Telephone: 0113-559-2009 result of this, we lost a considerable amount of business.
When I made a complaint to an employee at Customer
Time: 09 43 AM
Services, she was rude and refused to offer compensation.
I am sure you understand that I will be looking for a new
Date: 12th June, 2017
supplier.
John Higgins
Submit Now CompuNet

Tip!
1. John Higgins is writing to the computer company
Adjectives ending in -ing describe
about a software problem. the thing that causes the sensation
2. The motherboard he received was making a noise. or feeling. Adjectives ending in -ed
3. CompuNet was not affected by the problem. describe the feeling.
The service was disappointing.
4. A representative of the company spoke nicely to him.
I was disappointed by the service.
5. John Higgins plans to work with the company in the future.

2 A customer relations representative (A) is speaking to a customer (B). Read the mini-dialogues and
choose the TWO possible responses. Then listen to the mini-dialogues and check your answers.
1. A: Can you give me more details, please? 4. A: Will you correct the mistake right away?
B: a. Yes, the CPU has a defect. B: a. We’ll replace the part immediately.
b. I ordered it on your website a week ago. b. We’ll deal with it now.
c. Yes, I agree. c. We’re sorry about that.
2. A: I apologise for the inconvenience. 5. A: Our order still hasn’t arrived!
B: a. Well, I hope this won’t happen again. B: a. Thank you for your order.
b. That’s OK. I appreciate your help. b. Our records say it was delivered to you
c. We’ve lost business. on Friday.
c. I’ll look into that and call you right back.
3. A: I want a refund!
B: a. Our opening times are nine to five.
b. I’ll ask my manager.
c. I’m sorry, we can’t give you your
money back.

3 Practise the mini-dialogues in Exercise 2

with a partner. Pay attention to the
expressions in colour.

30 Remember: Do all activities in your notebook.

 7
Working with Vocabulary 7 Read the sentences. Which are said by a
customer? Which are said by a customer
4 Listen and repeat the words in colour. relations representative?
Then choose the correct answer. 1. Of course. We’ll credit your account.
1. Thank you for calling. I’ll be happy to 2. You can return the items by post at our
refuse / assist you again in the future. expense.
2. I don’t know what to do. What do you 3. Is this product under warranty for a year?
suggest / return? 4. We’ll have to open the computer to see if
3. I can’t remember exactly what you ordered. there’s any damage inside.
I’ll check my records / make a claim. 5. I’m very angry. I’m going to make a claim.
4. The order hasn’t arrived yet. It must be 6. I apologise for the error. We’ll send you the
under warranty / lost in the post. correct items immediately.
7. When I opened the box, I saw that the
5 Listen and repeat the words in colour.
Which pairs of sentences have got a similar camera was missing a part!
meaning? 8. We refuse to pay because we received
1. a. The prices on the invoice are too high. incorrect items.
There must be an error.
8 Read the complaint record. Complete the
b. The prices on this invoice are incorrect. sentences with the words and phrases below.
2. a. They credited our account after they had refused w return w make a claim w refund
overcharged us. compensation w under warranty
b. T  hey put us through to the accounts
department because they had ESP IT SERVICES Complaint Form
overcharged us. Date: 22/12/17 Store: Denby
3. a. You sent us the wrong item. Product warranty expired: June 2017
b. I hadn’t ordered the item you sent us. Customer Timothy Moors tried to 1. a
4. a. We’ll replace the tablet at our expense. smartphone saying it had a defect. It looked
b. We’ll pay for replacing the tablet. like it had been dropped because the screen
5. a. The equipment you sent us is missing a was also damaged.
part. The customer bought the product from us over
b. You’ve sent us more parts than we need. a year ago in June 2016, so it is no longer 2. .

6. a. This keyboard has got a defect, so it will I was very polite with Mr Moors, but I 3. to
have to be replaced. give him a 4. or offer him 5. .

b. T  his keyboard will have to be replaced The customer was not satisfied and said he
because there’s something wrong with it. would 6. with Head Office. I gave him the
contact details.
6 Listen and repeat the words in colour. Sam Smith
Then copy and complete the sentences. Sales Assistant
faulty part w making a noise w refund
compensation w losing business w doesn’t fit
1. If the product is in its original box, I can give
you a full . Your Turn
2. I want for the inconvenience you have
Student A: You are a customer calling
caused me.
customer services with a complaint. Turn to
3. We finally found what was causing the page 86 and answer Student B’s questions.
problem. It was a .
Student B: You are a customer relations
4. There’s a lot of competition in this area, so clerk. Turn to page 94. Ask questions
our company has been . to fill in the customer complaint form.
5 Check that fan. It’s . Then apologise to the customer and
6. This part where it’s supposed to. suggest a suitable solution to the
problem.

Writing Tasks, page 107 Workbook, page 16 31

 8 Scheduling
Meetings
Getting Started: Vocabulary (page 124)

1 
R ead the e-mail. Then copy and
complete the chart.

Dear All,
A product demonstration will take place on Friday, 22nd
February in the video conference room on the fifth floor. A
representative from Star Computing Ltd will be demonstrating
their range of new laptops and tablets with stylus pens.
The presentation starts at 10 o’clock sharp, and will end at
around 12 o’clock. We will have a ten-minute break with
light refreshments.
The rep will give a short PowerPoint presentation and then
show us the individual products in detail. You will have an
opportunity to try them. Participants will receive a pack
containing product information and a free USB stick.
Type of meeting:
1.

Thanks,
When:
2.
Jenny Berquist
Where:
3.
IT Admin Assistant
Meeting presenter:
4.

Contents of pack:
5.
2 An administrative assistant (A) is scheduling a
meeting with the head of sales and marketing (B).
Listen to the dialogue and choose the correct
answers.
A: This is Katie from 1. Marketing / Administration. Tip!
Can I speak to Alice Walker, please?
We can divide the day into smaller
B: Alice speaking. Hi, Katie, what can I do for you? sections, using the terms mid-morning
A: Hi, Alice. I’m trying to schedule a meeting with and mid-afternoon.
all the 2. technicians / software testers. Do you
remember – I mentioned it to you last month?
B: Yes, I remember. When is the meeting going 3 Practise the dialogue in exercise 2 with a
to take place? partner. Pay attention to the expressions in
A: We’d like to hold the meeting on 3rd March. colour.
I want to check the 3. date / time with you first.
Are you free on the 3rd?
4 Read the dialogue in Exercise 2 again.
Then decide if the sentences are true or
B: Let me check my calendar. No, I’m afraid that false. Correct the false sentences in your
won’t work. I’ve got previous commitments notebook.
on that day.
1. Only Katie and Alice are going to be at
A: I see. Would 5th March be convenient for you? the meeting.
At three in the afternoon?
2. Katie wants to check if the date is
B: The afternoon is difficult for me. A mid-morning convenient for Alice.
meeting would be better, if possible.
3. The morning of 3rd March is convenient
A: Most of the software testers will be tied up at a for Alice, but not the afternoon.
conference. I’m afraid that’s impossible.
4. Most of the software testers are available
B: Well the 4. morning / afternoon isn’t ideal, but on the morning of the 5th.
I can rearrange a few things, so I’ll be there.
5. Katie gives Alice all the information about
A: Great! I’ll get back to you 5. later / again with the meeting.
more details.
32 Remember: Do all activities in your notebook.
Working with Vocabulary 7 Listen and repeat the words in colour.
Then copy and complete the sentences
5 Match A to B to form phrases. Then listen and sharp w equipment w break w pack
repeat. light refreshments w video conference
A B 1. At eight o’clock, I have a scheduled
1. tied a. a meeting with the IT company in Miami.
2. hold b. arrangements 2. The meeting will start at one o’clock .
You mustn’t be late.
3. give c. up
3. We’ve prepared some – coffee, tea,
4. make d. a presentation
cake and fruit.
5. check e. place
4. The only I’ll need at the software
6. take f. your calendar conference is my laptop.
6 Listen and repeat the words in colour. 5. Participants will receive a containing
Then choose the correct response. all the information from the smartphone
1. Is Friday mid-afternoon convenient for you? presentation.
a. No, I’m afraid I’ll be tied up all day. 6. We’ll have a short at half past two.
b. I’ll get back to you later with more details. 8 Copy and complete the sentences. Use the
2. Can you confirm the date for the meeting with words in bold to help you.
the software testers? 1. You can’t schedule two meetings for the
a. Monday morning isn’t so good for us. same person at the same .
b. Just a moment, I’ll check the calendar. 2. When people are tied up, it means they
3. Have you made a list of all the participants? are .
a. Yes, all the members of the customer 3. If a meeting starts at 9.00 sharp, it won’t
relations department. start .
b. Yes, a projector, a microphone and 12 pairs 4. Light refreshments include things like .
of headsets. 5. When a time is convenient for you, it
4. Are you free on Wednesday afternoon at means that you are .
13:00? 6. You have a break when you want to
a. I’m sorry. I already have something planned. working for a few minutes.
b. The meeting room has been reserved.
5. Unfortunately, I’m busy all day on the 30th. Your Turn
a. Let’s look for another date that is
The manager of a computer company is
convenient for us both.
calling a senior marketing representative
b. We’ll have to cancel the order. to schedule a meeting. Listen to their
6. It’s important you attend the meeting with conversation. Then complete the e-mail that
Electrastore Parts. the manager sends to the participants.
a. You’ll learn a lot of essential information.
b. Don’t worry if you can’t come. Dear All,
7. Has the meeting with the programmers been I’m happy to inform you that we have
scheduled? scheduled a meeting for the CompuTechno
a. Yes, I’ll make alternative arrangements. annual conference. The meeting will take
place on Thursday, 1. . It will start at
b. Not yet, I have to check when Ms Carson 2.
and end at 3. . It will take place at
is available.
the business centre at the 4. Hotel on
8. I’m sorry, I have a previous commitment in Queen Street (opposite the 5. ).
the morning.
Please confirm your attendance.
a. Great, I look forward to seeing you then.
Thanks,
b. Don’t worry. We can rearrange for another Jeff
day.

33
 Rescheduling Meetings
Getting Started: Vocabulary (page 124) 2 Two administrative assistants are
rescheduling a meeting. Read the dialogue
1 
R ead the page from an IT manager’s diary and choose the best response. Then listen
and his notes. Then answer the questions. to the dialogue and check your answers.
1. A: Hello! Is that Mrs Brody? This is
Mark Brown, Geraldine Marsden’s
administrative assistant at Compusafe.
12TH MAY B: a. Hello, Mark. What are you doing?
16:30 - Meeting with programmers in my office b. Hello, Mark. What can I do for you?
Move earlier - to 10.00 2. A: Well, unfortunately Mrs Marsden is ill,
14TH MAY so she won’t be at work for three days.
IT Conference B: a. Oh, I’m sorry to hear that.
Cancel my participation b. Oh, I apologise for that.
15TH MAY 3. A: The problem is, she won’t be able to
09:15 - Meeting with helpline workers in video make it to the meeting you arranged
conference room for tomorrow. Can we reschedule it?
Reschedule for 12th May B: a. Certainly. Are you working in the
16TH MAY office tomorrow?
10:00 - Meeting with Mrs Marks at Media Store, b. Certainly. Let’s look at the calendar.
opposite the post office 4. A: What date is convenient for you?
Reschedule -what suits her? How about Tuesday, 5th January?
14:00 - Meeting with programmers at Op Tech B: a. I won’t be available on that day.
I’ll be busy with staff training.
Postpone to the 20th
b. A morning meeting would be better.
5. A: I see. Mrs Marsden will also be free
Hi Shelly, on Wednesday, 6th January. Would
My plans have changed. Please that suit you?
reorganise my schedule B: a. Is the video conference room free?
according to my notes in red. b. I’ve got a staff meeting in the
Michael afternoon, but I’m free in the
morning.
6. A: Great! Will 11 o’clock in the morning
be OK?
1. Which item won’t Michael attend? B: a. Yes, I’ll write it in my diary.
2. Which appointment will be on the same b. Thanks, she’s feeling better.
day but at a different time?
3. Which appointment will be at a later date? 3 Practise the dialogue in Exercise 2 with a
partner. Pay attention to the expressions in
4. Which appointment will be a few days colour.
earlier than planned?
5. Which appointment hasn’t got an 4 Read the dialogue in Exercise 2 again. Then
alternative date yet? copy and correct the sentences below by
changing the words in bold.
Tip!
1. Mrs Marsden will stay at home for two
It is common for computers and businesses to use weeks.
the 24-hour clock. To change the time to the 12-hour 2. Mrs Marsden will attend the meeting on
clock, subtract 12 from the hours. 20-12 = 8 pm Tuesday.
3. Tuesday, 5th January is convenient for
everyone.
4. Mrs Brody has got a sales meeting
scheduled for the afternoon of 6th January.
5. They decide to reschedule the meeting for
11.00 pm.

34 Remember: Do all activities in your notebook.

 8
Working with Vocabulary c 7 Listen and repeat the phrases in colour.
Then match the clocks to the correct times.
5 Listen and repeat the words in colour.
1. It’s half past two. a b
Then choose the correct answer.
1. I can’t make the web designers’ meeting on 2. It’s quarter past eight.
Tuesday. Can we the meeting, please? 3. It’s five o’clock.
a. arrange b. reschedule 4. It’s quarter to six.
2. We don’t need to meet because we’ve 5. It’s ten past nine.
c d
already discussed everything. Let’s the 6. It’s twenty to seven.
meeting.
a. switch b. cancel Tip!
3. Katie will be in the office on the 29th. o’clock
Would that you?
e f
a. suit b. reorganise quarter quarter

to

st
4. I won’t be able to in the auto apps to past

pa
conference because of a previous half past
commitment.
a. postpone b. participate

6 Listen and repeat the words and phrases c8 Look at the clocks and write the times.
in colour. Then match A to B to form
sentences. 1. It’s . I0:I5 4. It’s . I2:30
A
2. It’s . I5:40 5. It’s . I7:50
1. Let’s look for an alternative date …
2. Michael is on the phone and needs 3. It’s . I7:I 0 6. It’s . I6:35
directions because …
3. Diana Michaels is held up in a traffic jam 9 Complete the text messages with the words below.
because … appointment w feels ill w postpone
4. Mr Kelly had to leave the office urgently held up in a traffic jam w reorganise
because … running late w arrange
5. Greg came for his appointment with the
network administrator on the wrong day James, I apologise for the inconvenience,
because … but can we 1. the software testing
from Tuesday to Wednesday, please?
6. We’ll have to start the meeting at 2.30
instead of 2.00 because …
Sorry I’m 2. for our meeting. I’m
B 3.
on the main road into town.
a. his daughter felt ill.
b. his assistant got the dates mixed up. I’ve left you a list of meetings I’ve
c. that’s convenient for everyone. got this week. Can you please 4. my
d. he has got lost again! schedule to fit these meetings in?
e. the head of our software department is
running late. Your dentist called. She’s very sorry, but
f. there was an accident on Central Road. she has to cancel your 5. today as she
6.
. Please call to 7. a new one.

Your Turn
You and your partner want to schedule a
business meeting. Find a date and time that
suits both of you. If a particular date or time
is not convenient, tell your partner why.
Student A: Check the diary on page 86.
Student B: Check the diary on page 95.

Writing Tasks, page 108 Workbook, page 18 35

 9 Smartphones

Getting Started: Vocabulary (page 125)

1 
R ead the article. Decide which part of the article,
A, B, C or D, mentions the points below. There
may be more than one correct answer.

Which smartphone should I buy?

2 A customer (A) and a sales assistant (B) are

talking. Number sections A-D in the correct order
to form a dialogue. Then listen to the dialogue
and check your answers.
B: If you want a smartphone for downloading,
A
playing games, etc. it’s better to get one of
the more expensive models. This Timewise
Mercury is great value.
A. CHILDREN When buying a smartphone for a child, make
A: What other disadvantages has the budget
sure you can control online shopping, limit gaming smartphone got?
options and set child-safe surfing. Another useful B: The camera isn’t as good as on an
feature is an internal GPS monitoring system to track expensive model. The images are lower
your children’s location. resolution and the lens and sensors are
B. TEENAGERS Teenagers love taking lots of photos,
lower quality.
especially selfies, so they will want a high-quality camera. B
A: Can you help me, please? Why is this
They will probably prefer a compact, slimline phone to fit smartphone cheaper than that one?
into a pocket. Of course, a long battery life is important,
B: This one is a budget model. That one is
because teenagers spend a lot of time connected.
a top-of-the-range phone. It’s got all the
C. ACTIVE SPORTSPEOPLE Make sure you choose a phone latest features.
that can handle the action! Get a high-resolution camera
with zoom control and an internal GPS with mapping C A: That’s good to know. The camera is what I
software. Look for a good protective case that has use most.
got several resistance features: water-resistant, dust- B: Also, the battery in a budget smartphone
resistant and shatterproof. doesn’t last as long as in the more
D. BUSINESS PEOPLE Make sure that your model can be expensive models. The battery life is less
supported remotely by your company’s IT department. than eight hours. The others last more than
The device should be able to run common office apps ten.
such as task management, note-taking and document A: OK. Thank you for the information.
viewing. Don’t forget – your device needs a good
D A: What are the main differences between
speakerphone so that phone meetings can be effective.
them?
B:  The main advantage of budget
1. preventing damage to your phone
smartphones is the lower price. They’ve
2. how thick the phone is got the same basic functions, but they
3. ability to find out where someone is haven’t got as many extra features.
4. making conference calls A: Can you still get a good Internet connection
5. using the phone to take photos on the cheaper ones?
B: Yes, no problem.
Tip! A: What about downloading films?
GPS = Global Positioning System. It is
used to determine location and speed. 3 Practise the dialogue in Exercise 2 with a partner.
Pay attention to the expressions in colour.

36 Remember: Do all activities in your notebook.

4 Read the dialogue in Exercise 2 again. Then 6 Listen and repeat the words in colour. Then
decide if the sentences are true or false. choose the correct answer.
Correct the false sentences in your notebook. 1. A budget model is a … smartphone.
1. Budget smartphones don’t cost as much as a. more expensive b. cheaper
other smartphones.
2. The photos from my phone’s high-quality
2. Budget smartphones have got as many camera are … .
features as more expensive models.
a. inferior b. superior
3. Downloading films on budget smartphones
3. A water-resistant device won’t be damaged
is as good as on more expensive models.
if it … .
4. The quality of cameras in expensive models
a. gets wet b. falls on the floor
is better than budget phones.
4. Use a GPS monitoring system to help you … .
5. Batteries in budget phones last longer than
in expensive smartphones. a. locate a person b. identify a person
5. An example of a smartphone feature is its … .
a. price b. screen size
Working with Vocabulary 6. If it’s dropped, a shatterproof screen will …
5 Listen and repeat the words in colour in A. a. not break
Then match them to their definitions in B. b. break into many pieces
A
7 Listen and repeat the words in colour.
1. lens Then complete the advert.
2. child-safe 
mapping software w good value w zoom control
3. office apps dust-resistant w protective case w battery life
4. remotely ITEM DEALS ELECTRONICS TICKETS MOTORS CLASSIFIED

5. speakerphone mobile phones TVs

6. device FOR SALE NEC7 PHONE

B This top-of-the-range smartphone is only one
a. a phone with a loudspeaker and a year old and has hardly been used. It’s got a
microphone long 1. , so it’s ideal for playing games. The
camera has got built-in 2. for close-up and
b. a piece of glass that collects light distance photos. It has 3. for anyone who likes
c. from a distance to travel a lot and it is 4. , so you can take it
d. secure for children to use on bike rides or hikes without worrying about
e. an object or machine made for a specific damage. For only €99 it’s very 5. , and I’ll also
purpose include a free 6. in the deal.

f. software that helps you do work tasks

Your Turn
A customer is speaking to a sales assistant in a
smartphone shop. Listen to their conversation.
Then complete the advert for the XT75
smartphone.

ARE YOU LOOKING

FOR A HIGH-QUALITY
SMARTPHONE?
Our XT75 smartphone
is a 1. model that has
got all the latest features.
4 2. camera
4 large screen: 3. inch
4 4. screen – will never break!
4 5. long
4 6. : extra battery till the end
of the month

37
 Smartphone Apps
Getting Started: Vocabulary (page 125)

1 Read the app descriptions and the speech bubbles . Decide which app each person is referring to.

APPS FOR MOBILE DEVICES

Snapchat is a multimedia messaging app for smartphones. It lets

you chat with your friends and share photos, videos and drawings. 1. Look! I’ve got a hundred
What makes it different from other messaging apps is that messages followers!
disappear soon after the recipient has seen them.
Google Maps helps you navigate your way around, as well as 2. According to this, it means
find the best places in town and the quickest routes to get to them. ‘meals served all day’.

WhatsApp Messenger allows you to keep in touch with

3. One minute it’s there,
friends and family. It uses your phone’s Internet connection to send
and the next, it’s gone.
and receive messages, photos, videos and voice messages. Users can
create groups whose members can share group chats.
4. It was great seeing you and
Twitter allows you to express your ideas in a maximum of 140 chatting after such a long
characters. You can follow famous people, get breaking news and time.
join conversations. You can also tweet photos and videos to your
followers.
5. I’ll message the group to
Skype allows you to talk face-to-face with your family and friends tell them to meet at the bus
anywhere in the world for free. You can also send messages and call station.
mobiles or landlines at very low rates even if your contacts aren’t on
Skype. 6. It’s OK. We’re close. Look!
Google Translate helps you to read signs and menus in foreign The restaurant is about five
languages. Simply take a photo of the text you don’t understand, minutes’ walk from here.
and the app will translate it into your own language. Ideal for
tourists and business travellers.

2 A shop assistant (A) is helping a customer (B). Use the sentences below to complete the dialogue.
Then listen to the dialogue and check your answers.
OK, what next? w Oh, that’s strange, I thought it was connected.
What’s that? w I think so. w Hi, what seems to be the problem? Tip!
The suffix less often
A: 1.
means without.
B: I can’t open any of the apps on my smartphone. wireless = without wires
A: What happens when you try to open an app? colourless, tasteless,
B: Well, I tap on the icon and the ‘activate’ box appears. When endless, useless
I tap on ‘activate’, it says I have no connection.
A: That’s because your smartphone isn’t connected to the Internet.
B: 2.
A: Have you selected an Internet connection?
B: 3.
A: Let’s have a look. Go to the home screen, find the ‘settings’ icon and tap on it.
B: 4.
A: Now, select ‘wireless and network settings’ and see if the Internet is switched on.
B: Yes, look. ‘Mobile networks’ is ticked.
A: Let me see. Yes. Here’s the problem. The ‘packet data’ box isn’t ticked.
B: 5.
A: It allows you to have an Internet connection. You must tick it to activate it.

38 Remember: Do all activities in your notebook.

 9
3 Practise the dialogue in Exercise 2 with a 7 Listen and repeat the words in colour. The
partner. Pay attention to the expressions in words in colour are in the wrong sentences.
colour. Write the sentences correctly in your
notebook.
4 Read the dialogue in Exercise 2 again. 1. Can you appear this word into English,
Then answer the questions. please?
1. What help does the customer need? 2. An error message will tap if you make a
2. What happens when the customer taps on mistake.
‘activate’? 3. Does this app tweet us to create groups for
3. Where can you find the “settings” icon? messaging?
4. Which box hasn’t got a tick in it? 4. My friends and I use Instagram to allow our
photos.
5. If the message contains more than 140
Working with Vocabulary characters, you can’t navigate it.
5 Listen and repeat the words in colour in A. 6. This app helped me activate through the city.
Then match A to B to form sentences. 7. Share this and it opens the wireless and
A network settings.
1. How many followers 8. After you install the app, translate it with
your password.
2. I get breaking news all day,
3. To set up a packet data box connection, 8 Which sentences are logical? Correct the
4. Leave a voice message, illogical sentences in your notebook.
5. I prefer having a face-to-face 1. When you meet someone face-to-face, you
6. It’s easy to keep in touch with people see them.
2. You can read a voice message on your
B
phone.
a. select Mobile Networks.
3. You can translate a text from one language
b. have you got on Twitter? to another.
c. conversation on Skype. 4. You usually use a landline phone outside a
d. when you’ve got these apps. building.
e. and I’ll listen to it later. 5. You navigate in order to reach a destination.
f. so I don’t watch the news on TV. 6. If you’re allowed to do something, you
mustn’t do it.
6 Listen and repeat the words in colour.
Then copy and complete the sentences.
settings w recipient w landline w low rates Your Turn
free w foreign language w characters
1. You don’t have to pay for this app – it’s . Student A: You have got three problems with
your smartphone. Ask the shop assistant for
2. Is the number of in an SMS limited?
help. Use the information on page 87.
3. If you are paying , it means you are getting
Student B: You are a sales assistant in a
a cheap deal.
smartphone shop. A customer has got three
4. Your home telephone is called a . problems with their smartphone. Use the
5. A is someone who received something. information on page 95 to give advice.
6. I was born in England, so French is a to me.
7. To change the clock display on your phone,
go into .

Tip!
Some words have got the same spelling and
pronunciation – but have different meanings.
free = available or free = at no cost

Writing Task, page 109 Workbook, page 20 39

 10 E-mailing

Getting Started: Vocabulary (page 126)

1 
R ead the e-mail. Then decide if the sentences below are
true or false. Correct the false sentences in your notebook.

Jack Simpson_ITdepartment@SMC.com
All Staff

System viruses and spam

Dear Staff,
Many members of staff have reported getting a lot more spam and junk e-mail in
their inboxes recently. Some people have also been opening attachments that contain
viruses. We are in the process of updating our e-mail program to make it more secure.
To protect our system from viruses, please follow these simple instructions:
1. Do not:
a. reply to an e-mail from an unknown sender. If you are not sure, please forward it to the IT department.
b. open an attachment unless you are certain of its origin. Again, if you are unsure, forward it to the
IT department.
c. click on a link embedded in an e-mail unless you recognise it and it looks relevant to you.
2. Our updated e-mail program will have a filter option so that all junk or spam e-mails will go into
a special folder.
3. Please run your antivirus program twice a week to check for any viruses or malware.
Thank you,
IT Department

1. In the past, members of staff got less junk e-mail than they do now.
2. The company is going to install a new e-mail program.
3. You may reply to an e-mail from a sender you don’t recognise.
4. If you’re not sure whether an e-mail is spam, send it to the IT department.
5. The IT department requests that the staff run an antivirus program every week.

2 An IT helpdesk technician (A) is talking to an employee (B) to check about a suspicious e-mail she
received. Listen to the dialogue and choose the correct answers.
A: Hello, IT department, Ralph speaking. How can I help you?
B: Hi Ralph, this is Elizabeth from sales. I’ve received an e-mail from a company I don’t know.
I’m not sure if it’s 1. safe / spam or not.
A: Do you know the sender? Why do you think it might be spam?
B: It’s from China and we do have contacts with 2. companies / businesses in China. However,
I’m not familiar with this one.
A: Has it got an attachment?
B: Yes. It’s a Word document.
A: Have you 3. opened / checked the attachment?
B: Not yet. The e-mail says it’s a list of the 4. products / pictures they want a price quote for.
If it’s a client, I need to compose a reply as soon as possible.
A: I’d better check this for you before you reply. Would you please forward the e-mail to me?
B: OK. Thank you, but can you please check it 5. quickly / tomorrow? If it’s not junk, I need
to deal with it.

40 Remember: Do all activities in your notebook.

 Tip!
3 Practise the dialogue in Exercise 2 with a
partner. Pay attention to the expressions in In e-mails, the letters Cc and Bcc stand for –
colour. Carbon Copy and Blind Carbon Copy

4 Read the dialogue again and answer the

questions. 7 Match A to B to form sentences.
1. Why does Elizabeth call the IT department? A
2. What type of document is attached? 1. You can set up a filter
3. What does the sender request? 2. Your inbox is an electronic folder
4. Why does Elizabeth think the e-mail might 3. You send blind carbon copies when you
not be spam? don’t want
5. What does Ralph decide to do? 4. If your e-mail is from an unknown sender,
5. Remove all the malware
6. To view the attachment,
Working with Vocabulary
7. The subject in an e-mail
5 Listen and repeat the words in colour in A. 8. If an e-mail is starred,
Then match them to their definitions in B. 9. The signature at the bottom of an e-mail
A
B
1. e-mail client
a. which stores incoming e-mails or text
2. spam messages.
3. embed b. tells the recipient what the e-mail is about.
4. carbon copy c. it will remind you to look at it later.
5. HTML format d. and your computer will be faster.
6. mark as read e. can contain the sender’s name and contact
7. save draft information.
B f. click on it and it will open in its program.
a. place an image or video into a webpage g. everyone to know who the e-mail is going to.
b. text for web pages with different fonts, sizes h. to sort the contents of your e-mails.
and colours i. it could be junk.
c. what you do to show that an e-mail has been
opened
d. what you do to save your e-mail before Your Turn
sending it Listen to a conversation between two
e. electronic junk mail employees. Which tips does Sally give to
f. an additional copy sent to someone else John?
g. an app that allows you to manage all your 1. create folders and sort e-mails into these
e-mails folders
2. leave all your e-mails in the inbox
6 Listen and repeat the words in colour. Then 3. forward suspicious e-mails to the IT
choose the correct answers to complete the department
sentences.
4. open junk mail to see who it’s from
1. To open your e-mail account, put in your
5. set up your own filters for junk mail
username / subject and then your password.
2. Please add this invoice as an unknown
sender / attachment to the e-mail and send
a blind carbon copy / signature to the sales
manager.
3. Forward / View this e-mail to the Accounts
department and ask them to keep it in
the client’s malware / folder.
4. A lot of inbox / junk is coming into my e-mail.
The filter / starred system isn’t working well.

41
 Searching the Internet
Getting Started: Vocabulary (page 126)

1 Read the tips below. Then choose the search phrases that will give you better results.

1. a.
Veleta height

DOING AN
b.
mountains height Spain
2. a.
What is the price of a touch screen laptop?

EFFECTIVE
3.
b.
price “touch screen” laptop
a.
smartphone apps for weather

INTERNET
4.
b.
smartphone +apps +weather –iphone
a.
sales job in a phone company

SEARCH
5.
b.
“sales job, phone company”
a.
define computer network
b.
What is the definition of computer
network?
6. a. Mobile phone charges
b. monthly charges mobile phone
The most popular or relevant websites
2 A worker (A) is asking a colleague (B) for help
for your search will usually appear on the to search for train times in England. Listen to
first search page in the first 20 hits. the dialogue and fill in the missing words.
A: I’m doing research for a conference I’m
going to in England. I can’t find the online
1 To narrow your search results, add descriptive keywords train timetable from Heathrow to London and
like: timetable train Madrid Paris then to Stratford. I’m already looking at the
1.
search result. Can you help me please,
2 Type specific words in the search box that could appear Andie?
in the website. For example, don’t use the term office B: Sure, Rebecca. You usually get the best
equipment, if you mean business laser printer. results from the first page. Maybe you need
to narrow your search. What keywords have
3 You don’t need keywords like a, an, the − search engines you used?
omit them in their searches. A: I’ve tried: trains London Stratford. The results
just give me lists of trains and city information.
4 To find quick answers on the first search page:
B: Ok, try this. Type the same words but put
a. For the weather in a city: Weather Sydney Australia quotation marks around them. You may
b. For the definition of a word: define antagonistic want to add the word 2. .
c. For a currency exchange rate: 10 dollars: euros A: And I want the timetable specifically for this
d. For simple calculations: 45-8= or 164/42= month.
B: Do an advanced search. Click on 3. ,
5 Search engines will recognise certain symbols: Advanced Search and then choose past
a. A plus sign (+) indicates a list of words listed together month.
in one site: +printer +laser +inkjet A: OK, great! Got it! Now I need to know what
b. A hyphen (-) before a word excludes it from the search: to take. Can I find a quick weather report for
London?
+printer +laser -fax
B: That’s easy. Type in the search box: weather
c. Q uotation marks (“ ”) around a phrase limits the
London.
search to webpages with the same words in exactly
A: Perfect, no rain this weekend. Now, how do I
the same order: “dell laptop computer”
find the 4. for 500 euros to sterling?
6 Use the Advanced Search tools in Settings to further B: Just type in 500 euros: sterling and you’ll
narrow your search by language, date or country. get the rate of the day in the first results
box.
A: Thanks a lot, Andie. You’ve given me some
really useful 5. !

42 Remember: Do all activities in your notebook.

 10
3 Practise the dialogue in Exercise 2 with a 6 Listen and repeat the words in colour. The
partner. Pay attention to the expressions in words in colour are in the wrong sentences.
colour. Write the sentences correctly in your
notebook.
4 Read the dialogue in Exercise 2 again. 1. The hyperlink is the software used to find
Number the tips that Andie gave Rebecca in information on the web.
the correct order. Then match the tips to the
information that Rebecca needs. 2. The Internet is the most popular browser of
information today.
Tips 3. A research is a word, phrase or image that
a. Do an advanced search. sends you to another website.
b. Use quotation marks. 4. As you surf the net, a source of the sites
c. Type the amount of currency you want to you visit is stored on your computer.
change. 5. History allows the web searcher to narrow
d. Type weather London. his or her searches by using different filters.
Information 6. When you look for information on the
Internet, you are doing URL.
1. what to take
7. Advanced search is another name for an
2. train timetable
address on the World Wide Web.
3. exchange rate
4. train timetable this month
Tip!
URL stands for Uniform
Working with Vocabulary Resource Locator.

5 Listen and repeat the words in colour. Then

choose the best option to complete the
sentence. 7 Listen and repeat the words in colour. Then
complete the text with the words below.
1. If you combine words and symbols,
results w search engine w ranking
a. the Internet won’t recognise them.
search box w keywords
b. your search may be easier.
2. Try typing in the term “high-quality speakers”
Updated: 1:29 AM
a. to get the best product. 1.
is the method we use for putting things in a list with
b. and you’ll find the cheapest products. the first, or best, at the top and the last, or worst, at the
3. Custom computers are bottom. For example, Facebook, Google and YouTube
a. built for people who want specific parts are ranked the top three websites in the world, while
inside. Google is the most popular 2. . You can find the ranking
of almost any subject by typing ‘ranking’ into the 3.
b. made only for playing games.
followed by 4. like ‘sports’, ‘films’, ‘singers’, etc. The
4. In the first 20 hits, search 5. will give you, for example the Top 10 Movies
a. the user will find quotation marks. of All Time.
b. the user can usually find what he / she is
looking for.
5. You should narrow your search
a. if you can’t find the information you Your Turn
need.
You and your partner want to do some research
b. if your computer is slow. for a business trip you plan to take next month.
6. The cache memory stores recent Choose a city and discuss how to search for
information so that the following information:
a. the user can access it quickly at a later 1. the weather
time. 2. different options for travelling to the city
b. the user can search the Internet. 3. fun activities to do while there
7. A site map details the website’s content, so 4. the currency of the country and the exchange
a. it allows the user to join a chat room. rate to another currency
b. it is like an interactive table of contents. Make a list of possible keywords to locate each
type of information.

Workbook, page 22 43
 11 Business Skills for IT

Getting Started: Vocabulary (page 127)

1 Read the advert. Then match the skills below to the correct points (1-6) in the advert.

BUSINESS IS BEST Certification course in business computer skills

If you are looking for a job as an IT Administrative Assistant, our 3-month online Computer
Skills for Business course will give you the most modern practical business experience.

1. W ord processing: generating and editing documents such as reports and brochures, business
letters, general correspondence, memos.
2. Preparing PowerPoint presentations: creating and designing presentations, adding different
layouts and themes and embedding media.
3. Developing spreadsheets: entering and tracking data, organising data by sorting and
filtering, using mathematical formulas, creating tables and charts and working with
multiple worksheets.
4. Organising schedules: scheduling events, sharing online calendars and adding reminders.
5. E-mailing: sending and receiving e-mails, opening and sending attachments in different
formats and using Cc and Bcc.
6. The Windows environment: organising files and folders and choosing personal
preferences for your desktop.

We will help you to compete in today’s competitive job market! Contact us on bestbizness@co-op.com or call 1-893-6654 BUSINESS IS BEST

a. using e-mail efficiently d. saving and organising documents

b. doing calculations e. preparing slideshows
c. creating Word texts in different formats f. coordinating meetings

2 A potential client (A) is talking to a business school secretary (B). Choose the correct answers.
Then listen to the dialogue and check your answers.
A: Hello, I’m calling about the BUSINESS IS BEST certification course I saw advertised on your
1.
website / advert.
B: Hi, my name’s Fred – I’m the course secretary. Do you want to apply for the online course or come to
classes?
A: If I want to do an online course, when does the next one start?
B: They haven’t got fixed dates. You can 2. start / come at any time. What interests you about this course?
A: I need more business experience so I can get a better job.
B: I see. What skills do you specifically need for your work?
A: I need to improve my presentations and learn how to 3. design / enter charts in spreadsheets. In addition,
I’d like to improve my Word skills. Will the course help me with that, too?
B: Yes. You’ll learn how to create, edit and save 4. documents / functions and insert charts and tables.
A: Sounds good. I need to keep up-to-date, too. These office programs are always adding new
features.
B: That’s true. You seem to have a good basic knowledge. So, I recommend you take the
5.
beginner’s / advanced course.
A: Who should I contact if there are any problems?
B: There is a free phone number; you can call if you need help with anything.

3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the expressions in colour.

44 Remember: Do all activities in your notebook.

4 Read the dialogue in Exercise 2 again. 7 Listen and repeat the words in colour.
Then match A to B to form sentences. The words in colour are in the wrong
A sentences. Write the sentences correctly in
your notebook.
1. The customer wants to take
1. The advertising department is working on a
2. The course doesn’t begin
new reminder for the spring catalogue.
3. The customer needs to improve
2. Our public relations manager is planning a
4. The secretary supplies big layout for the staff next summer.
5. The customer isn’t familiar with 3. Please send out a personal preference to
6. The secretary doesn’t suggest the staff about next week’s management
meeting.
B
4. When you cut and paste, the data is stored
a. information about the course.
on the event.
b. the beginner’s course.
5. The manager’s clipboard is to hold all
c. on a particular day. meetings in the morning.
d. an online course.
e. his computer skills. 8 Decide if the sentences are true or false.
f. all the latest program features. 1. C orrespondence is only letters we write by
hand.
2. Some users like to display personal photos
Working with Vocabulary on their screens.
3. You apply to take a course after you finish
5 Listen and repeat the words in colour. the course.
Then choose the best option to complete the
sentence. 4. An Excel workbook is a file with e-mails
inside it.
1. E-mail correspondence is
5. Brochures often advertise a product.
a. very important for today’s businesses.
6. The layout of information in an advert is
b. not used by modern businesses.
unimportant.
2. You can use a table to
7. Data from two different files can be merged
a. write a message. into one file.
b. compare two devices.
3. Working with a spreadsheet helps you Your Turn
a. do calculations.
Copy the work schedule into your notebook.
b. save documents.
Then listen to a conversation between an
4. Brochures are often used to administrative assistant and her employer.
a. enter data. Then complete the administrative assistant’s
work schedule.
b. advertise products.
5. A chart is a type of Work Schedule: Paula
a. software. Today Tomorrow Wednesday
b. diagram. Software
Morning
6. A workbook is the type of file Conference
a. for entering and storing data. Software
Afternoon
b. used by designers. Conference

6 Listen and repeat the words in colour.

Then choose the correct answers.
1. The IT department configured / applied my
computer for this special task.
2. If you track / sort your files into folders, they
will be easier to find.
3. Our company merged / customised those
computers especially for a library.
4. Please enhance / display that table in the
presentation so we can see it more clearly.

45
 Software
Getting Started: Vocabulary (page 127)

1 Read the infographic. Then answer the questions below.

WHAT IS COMPUTER SOFTWARE?

Computer software is the part of a computer system that contains encoded information or computer instructions.

Computer software

System software – Microsoft

Application software Windows, Apple OSX, Linux

Performs information-processing tasks Manages and supports computer systems and networks,
for example, it controls the display and keyboard.

General purpose
application programs Application – specific System management
programs programs System development
Web browsers programs
Electronic mail Business – accounting Operating systems
Word processing Customer relationship Network & database Language translators
Spreadsheets management systems Programming editors and tools
Database managers Education Security monitors and
Presentations and graphics Entertainment virus control
Games

1. What are the two main types of software?

2. What type of software is word processing?
3. What type of software is Microsoft Windows?
4. Which types of programs are able to check for viruses in your computer?
5. Education is an example of which type of software?
2 
L isten to the mini-dialogues between a business customer and a software developer and fill in the
missing words. Which questions are asked by the customer and which by the developer?
1. A: What do you need the software to do 4. A: 
Are you looking to integrate this program
for your company? with any other software?
B: I need a program that will help me B:  Yes, I need a program designed by an
manage the cash flow, analyse 1. and established company so that it will easily 4.
improve my accounting efficiency. with other software packages in the future.
2. A: How can I try a demo of the software? 5. A: 
Will it be difficult for me to move
B:  You can download a trial version of information from my existing software to
the software and try it for 30 days. a new program?
This allows you to familiarise yourself B: Not really. The information can be
with the programs and see how some transferred 5. and you will be able to use
of the 2. work. the new software in the morning.
3. A: Is that software package very 6. A: 
What support or maintenance can you
expensive? offer me for this software?
B: It isn’t 3. . But you can buy the basic B: We provide a long list of FAQs on our 6.
package now and purchase add-on or you can e-mail us. Once you purchase
modules later for an additional fee. the software, you can call our 24-hour
helpdesk for assistance.

3 Practise the mini-dialogues in Exercise 2 with a partner. Pay attention to the expressions in colour.

46 Remember: Do all activities in your notebook.

 11
4 Read the mini-dialogues again. Decide if the 7 Listen and repeat the words in colour.
sentences are true or false. Correct the false Then match A to B to form sentences.
sentences in your notebook. A
1. The program will help the customer manage 1. Utilities inside the computer system
the company’s money. software
2. You can download the complete program to 2. A trial version allows the user
use for 30 days.
3. A third-party program is any additional
3. You have to buy the whole program now. software
4. There is a short delay when you change 4. Adobe Flash is a type of add-on software
programs.
5. Cash flow describes the payments
5. The software developer mentions three ways
6. Cloud-based means storing data and
in which his company helps customers.
programs on the Internet
B
Working with Vocabulary a. that allows users to watch films.
5 Listen and repeat the words in colour. Then b. into and out of a business.
match the words to the correct definition. c. that isn’t included in the original software
subscription w efficiency w licence program.
existing w fee w encode d. analyse, monitor or help maintain the
1. a way of doing work with the least waste of computer.
time and effort e. instead of on your computer’s hard drive.
2. a sum of money paid or charged for a f. to try something for free before buying it.
service
3. put data into a sequence of characters for 8 Copy the chart into your notebooks. Then
write the words below in the correct columns.
transmission or storage
shareware w payroll w add-on w trial version
4. an advance payment to receive a product or
vendor w cash flow w licensee
service regularly
third-party program
5. an official document that allows you to use
or own something Additional To do with
A person For free
6. in operation at the current time software money

6 Listen and repeat the words in colour.

Then choose the correct answer.
1. A database / task is an organised collection
of information in a computer. Your Turn
2. Payroll / Shareware is software that a user Student A: You are a vendor trying to sell some
can use for free before buying the program. software to a customer. Follow the flowchart on
3. A licensee / vendor is a person who has got page 87 and act out the conversation.
permission to do something. Student B: You are a customer interested in
4. Copyright / A module is a piece of code buying some software from a software vendor.
which is created for different systems. Use the information and follow the flowchart on
page 95 and act out the conversation.

Tip!
The suffixes -er and -or are often used to
refer to a person who does an action. A
vendor is a person who vends (sells).
The suffix -ee is used to refer to a person
affected by an action. A licensee is a
person who received a licence.

Writing Task, page 109 Workbook, page 24 47

 12 Word Processing

Getting Started: Vocabulary (page 128)

1 Read the beginner’s guide for Word. Then answer the questions below.

MS Office Word 2012 Here is the basic start window for Word. Let’s look at its various parts.

Quick Access Toolbar Menu Bar Title Bar

File
Tab

View Buttons
Status
Bar

Quick Access Toolbar: This small bar is located just above the Menu Bar: This bar displays the headings for each menu.
File tab and provides Word’s most frequently used commands. Commands are grouped under each of these menu headings
You can adapt it to your personal preferences. according to function.
Title Bar: This bar at the top of the window shows the program Status Bar: This displays information about the active
and current document title. document, eg the total number of pages and words in the
File Tab: This tab is where you manage your files and the data document and the language.
about them. You can open or save files, create new documents, View Buttons: The group of five buttons lets you choose how
print a document and see recently opened files. you want to view your document.

1. What do you press if you want to find a document you recently finished?
2. What does the quick access toolbar contain?
3. Where is the current document title displayed?
4. How many different document views can you switch between?
5. What do you look at to see what page of your document you are on?

2 Listen to the dialogue between a secretary (A) and an IT technician (B). Then fill in the missing words.
A: Sandra, can you help me, please? I need to write a new company document.
B: No problem. What kind of document do you need?
A: I need to make a new 1. letter template.
B: So click File on the toolbar and then New. Now, choose the Business 2. folder, then Letter.
A: OK. Now, I have to add the first and last 3. from this letter. I want them to repeat on every letter I send.
B: That’s easy to do. Select the paragraphs you want to copy. Click the icon Copy from the Tool Bar or
use the shortcut Ctrl + c on your keyboard.
A: OK, I did it.
B: Now, place your cursor where you want the paragraphs to go and click Paste or Crtl + v.
A: I also need to add the company logo in the header and the company 4. at the bottom.
B: Click on Insert on the toolbar and then select Header. Paste the logo there. To add the address, click
on Footer and copy / paste again.
A: Done! But, the font is too 5. . I need to decrease the size from 14 to 10.
B: Do that in Format – Font. You can use this template every time you want to send out a letter.
A: That’s so useful. That’s all, thanks a lot.

48 Remember: Do all activities in your notebook.

3 
Practise the dialogue in Exercise 2 with a partner. 7 Listen and repeat the words and phrases
Pay attention to the expressions in colour. in colour. Then copy and complete the
sentences.
4 Read the dialogue in Exercise 2 again. Fill find and replace w redo w indent w portrait
in the missing instructions. Then match the copy and paste w footer w undo
instructions to the tasks below.
1. The function allows you to duplicate some
Instructions: text onto another document.
1. Go to on the toolbar ➜ select ➜ choose 2. If you press Ctrl + f, you can a word.
, then .
3. We often display the page number in the .
2. Select your text ➜ click on the toolbar ➜
4. Some users like to a few spaces at the
place the cursor in new position ➜ click or
beginning of a paragraph.
press .
5. When we make a mistake, the function
3. Click on on the toolbar ➜ choose ➜
allows us to cancel the previous command.
your logo.
6. If you want to print an image vertically down
Task: the page, you will use the mode.
a. inserting a logo at the top of a page 7.  is a function performed to cancel an undo
b. inserting text from one document to another function.
c. creating a template
8 Which pairs of sentences are both correct?
1. a. You can use the format painter to copy
Working with Vocabulary fonts from a previous text to the one
you’re writing now.
5 Listen and repeat the words in colour. b.  If you like the way a document looks, you
Match the words to the icons.
can copy the formatting onto another

screenshot w page border w cut w landscape document by using the format painter.
format painter w page break w header w columns
2. a. The header is the text at the top of a
1 2 3 4 computer document.
b. The header is information in the vertical
margin.
3. a. Page borders show us where the page
ends.
5 6 7 8 b. Texts will not extend past the edge of
the page borders.
4. a. A user can personalise the quick access
toolbar.
b. The quick access toolbar allows users to
6 Listen and repeat the words in colour. Then perform certain functions quickly.
match A to B to form sentences.
5. a. You use the cursor to indent in the
A
document.
1. The status bar gives
b. The tab key will move the cursor to the
2. The title bar shows place of the indent.
3. The quick access toolbar makes
4. Go to the file tab
5. The view buttons change Your Turn
6. The menu bar contains
Listen to the conversation between office
B workers making changes on a Word
a. when you need to open, print or save files. document. Copy and complete the
sentences.
b. the on-screen appearance of the document
or presentation. 1. The asked Jane to make changes to the
c. the program and the title of the document. document.
d. dropdown menus for different applications 2. Jane finds the document in the .
and functions. 3. She presses Save As to change .
e. information about the current document or 4. Jane doesn’t want to delete the .
program. 5. The logo will appear in .
f. it easy to use popular commands.

49
 Image Editing
Getting Started: Vocabulary (page 128)

1 Read the comments on a graphic artist’s work. Then complete the sentences below.

Give more contrast between Crop trees from the background and add in blue sky. Insert more people
the bikes and the dirt. standing in the
background.
Sharpen and resize the
second driver. He’s too
small. I need to see the RECORD Adjust the brightness
camera on his helmet.
LIVE of the upper right
corner. It ’s too bright.
Dim it.
Zoom in on the f irst driver.
Add focus to emphasise
ACTION
him. I want to see his face Retouch the photo. It
– he’s winning! needs to be sharper
and clearer to at tract
our clients more!
Insert a digital camera into THE HRT DIGITAL
the f irst man’s helmet. CAMERA Insert our logo on
the f irst bike.

1. Background: Insert . 4. Add logo to .

2. Make the man on the second bike . 5. Emphasise the of the first driver.
3. the upper right corner.

2 Read the sentences. Then write who says each sentence, the client or the graphic designer.
1. Have you got any comments on the first draft?
2. I need to review the advert before Friday. Can you send it to me by Thursday afternoon, please?
3. If I retouch his face, it will look clearer.
4. I need the logo to be more obvious, with bold colours and a large font.
5. I can apply some effects to make the image look better.
6. Also, the sign at the front of the picture is too small for people to read.
7. Can you adjust the size of the building to make it bigger, please?
8. What would you like me to change?

3 A client (A) is discussing his advert with a graphic designer (B). Use expressions from Exercise 2 to
complete the dialogue. Then listen to the dialogue and check your answers.
A: 1.

B: Well, I really like the image you’ve chosen, but it needs some editing.
A: 2.

B: I think it would look better if the sky were more interesting.

A: I can insert more clouds in the background.
B: 3.

A: I can zoom in on it and enlarge the size of the writing.

B: 4.

A: I can make it stand out so everyone will recognise it.

B: 5.

A: OK. I’ll e-mail you a draft by Thursday morning so you can send me any comments.

50 Remember: Do all activities in your notebook.

 12
4 Practise the dialogue in Exercise 3 with your partner. 7 Listen and repeat the words in colour.
Pay attention to the sentences in colour. Then choose the correct option to
complete the instruction.
1. Resize
Working with Vocabulary a. the colour on the page.
5 Listen and repeat the words in colour. Then copy b. the picture. It’s too small.
and complete the sentences. 2. Rotate
adjust w draft w retouch w brightness a. the image by 30°.
effects w contrast w shadow w layers b. the colours of the image.
1. This is only the first – we can change it. 3. Zoom in
2. Today, graphic programs offer wonderful . a. to see the details.
3. is how light or dark an object is. b. to get more light.
4. There isn’t enough between the two objects. 4. Crop
5. I can the photo to improve it. a. the image to emphasise the product.
6. The graphic artist used three on top of each b. this because it’s too light.
other to create this poster.
5. Enlarge
7. If you the size of that image, you will see the
a. the focus on the page.
writing more clearly.
b. the font size.
8. You need to remove that over the woman’s face.
6. Sharpen
6 Listen and repeat the words in colour. Then a. the image in the front.
read the sentences and decide if they are b. the size of the font.
logical or illogical.
1. If a particular object in an advert is important, 8 Match A to B to form sentences.
you emphasise it. A
2. The brush tool applies colour like a drawing tool. 1. The first draft
3. When you blur the lines, they are in focus. 2. Enlarge means
4. The picture gets bigger when you zoom out. 3. The background is
5. When you dim a light, it’s less strong. 4. Shadows
6. The background is located behind someone 5. You crop something
or something.
6. Contrast means

Tip! B
Some words can be different parts of a. to remove irrelevant details.
speech. The words contrast, brush and b. usually requires more work.
blur are both verbs and nouns. The word c. the area behind the main object.
dim is both a verb and an adjective.
d. a difference between two things or
people.
e. to make something bigger.
f. depend on the direction of light.

Your Turn
Student A: You are the client and you
need the graphic designer to make
changes to an advert. Look at the advert
on page 88, find at least three things you
want to change and discuss with the
designer.
Student B: You are the graphic artist.
Discuss with the client the changes he /
she wants to make to the advert on
page 96. Make suggestions for changes.
List the things that you agree to do.

Writing Task, page 110 Workbook, page 26 51

 13 Spreadsheets

Getting Started: Vocabulary (page 129)

1 Read the spreadsheet list of purchased hardware below. Then answer the questions below.

A B C D E F G H I
1 Name of Part Model # Quantity Company City/Country Date Purchased Price Warranty/Months Total Purchase
2 Monitor 4763-223 16 LCD Inc Vietnam 1.5.14 350 36 5,600
3 Monitor 5735-221 12 MTF Taiwan 1.2.16 315 36 3,780
4 Monitor 573-L3 18 DFM Taiwan 1.3.12 250 24 4,500
5 HDMI Cables EN-304 34 Encid Taiwan 15.5.12 17.5 0 595
6 Power Cables EN-333 25 Encid Taiwan 15.5.13 12.99 0 324.75
7 Network Cables EN-5568 45 Encid Singapore 15.5.14 8.45 0 380.25
8 Total 15,180

1. Which model of monitors is the most expensive?

2. How many models of network cables did the company purchase?
3. Which type of cables are the cheapest to replace?
4. What was purchased from a company in Vietnam?
5. From which country were the power cables bought?
6. Which monitors were bought first?
7. How many months’ warranty do the 5735-221 monitors have?

2 A manager (B) is showing a new employee (A) how to use a spreadsheet. Listen to the dialogue and
choose the correct answer.
A: Can you please explain how to calculate the final purchase price using a spreadsheet?
B: Sure. Multiply the number of 1. items / parts we purchased in column C, by the price in column G.
A: Do you have to write a formula into each individual cell?
B: No, you can just copy and paste the 2. price / formula from one cell into another.
A: I need the list order to start with the first date an item was bought.
B: No problem. Put the earliest date in the top row,
and then 3. type / sort it in chronological order.
A: Can you group these figures according to
product type?
B: Yes, the spreadsheet is able to do that for you.
A: I need all the same products grouped together –
descending from the first date purchased.
B: So you can use a formula that sorts by two
4.
categories / groups.
A: How do I calculate the total number of products
from any two columns?
B: I’ll show you how to write a formula in a new column
that will 5. automatically / quickly calculate that for you.

3 Practise the dialogue in Exercise 2 with a partner.

Pay attention to the sentences in colour.

52 Remember: Do all activities in your notebook.

4 Read the dialogue in Exercise 2 again. Decide 7 Listen and repeat the words in colour.
if the statements below are true or false. Then choose the correct answer.
Correct the false sentences in your notebook. 1. If you want to separate something into equal
1. The manager said to add together all the parts, you will multiply / divide it.
prices to get the final purchase price. 2. When you clear / fill a box, you are inserting
2. The new employee needs to write the something into it.
formula into each cell. 3. The sum / cell is the total number of items.
3. It is possible to sort a list by more than one 4. Average / Autosum means the typical or
category. normal amount in a group.
4. The new employee wants all products of the 5. Subtract / Add means to take away an
same type placed in one group from the last amount in order to calculate the difference.
date purchased.
5. The manager explains how to use a formula 8 Copy and complete the sentences with the
to find a total. words below.
add w worksheet w multiply w cell w autosum
clear w scatter chart
Working with Vocabulary 1.  is a function in a spreadsheet that gives
you the total of all the numbers you select in
5 Listen and repeat the words in colour.
Then match the words to the pictures.
a column.
line graph w bar chart w pie chart 2. If you want to increase a number five times,
scatter chart w flow chart you will it by five.
3. The first in a spreadsheet is always
1. 2. labelled A1.
4. A shows the distribution of all the pieces
of data.
5. When you two or more numbers together,
you get the total.
3.
6. A is a file that displays data in rows and
columns.
7. means to empty or take something away.

4. 5.

Your Turn
Copy the pie chart into your notebook. Then
listen to a conversation between an accountant
6 Listen and repeat the words in colour in A. and a sales director. Label the pie chart using
Then match them to their meanings in B. the words below. Then answer the question.
A scanners w laptops w monitors
1. worksheet projectors w printers
2. format Which new item is SALES: FEB %
3. ascending Lena’s department
going to sell? 15%
4. group together
5. purchase price 5%
6. descending 48%
7. according to 16%
B
a. the amount you pay for a product
16%
b. going from the highest to the lowest
c. the way information is arranged on a
computer
d. another name for a spreadsheet
e. put similar items in the same category
f. as indicated by
g. going from the lowest to the highest

53
 Tip!
Databases A database management
system (DBMS) is a collection
Getting Started: Vocabulary (page 129) of programs that allows users
to store, update and extract
1 
R ead the database record. Then decide if the sentences below information from a database.
are true or false. Correct the false sentences in your notebook.

Products Customer Info Payment

Title: Mr Address: 54 Central Ave, 3rd floor, Room 203

First Name: Jeffrey City: Lipfield Region: Kent

Surname: Brandon Post Code: TN5 4TS

Position: IT Manager Country: England Billing address same

Company: CMP Limited Work Phone: 0423-8470873
Customer: 342 Mobile: 0423-4673975
Account Type: business E-mail: cmpsupport@cmpltd.com

Tech Rep: Helen J

About the Company: Small retail sportswear company, has 15 desktop computers.

Comments: Last service call: 30th June.

Updated e-mail server / replaced 2 disc drives / installed new operating system and
installed new printer server.
Next service call due: 15th July.

1. Mr Brandon works for a furniture company.

2. His billing address is the same as his business address.
3. His business is located in Oxford.
4. Jennifer is his tech rep.
5. The tech rep last visited the company on 30th June.
6. The tech rep installed a new printer server on the last visit.

2 A technician (A) is speaking to a new client (B). Match

the technician’s questions to the client’s answers.
Then listen to the dialogue and check your answers.
A
1. What is your company’s address?
2. Is it a business account or private account?
3. Where should we send your bills?
4. When can we come to install the new computers?
5. When do you require your cable order?
6. Where should I send the quote for new laptops?
B
a. On Tuesday afternoon at around 2.00 would be convenient.
b. To the purchasing department e-mail: purchase@cmpltd.com.
c. Business.
d. By the end of the week, if possible.
e. It’s 76 Robinson Street.
f. To the same address.

3 Practise the dialogue in Exercise 2 with a partner.

Pay attention to the questions in colour.
54 Remember: Do all activities in your notebook.
 13
4 Look at a different database record. Answer 6 Listen and repeat the words in colour.
questions 1-6 from Exercise 2 for the client Then copy and complete the sentences.
file below. store w records w owner w query
CLIENT FILE PRODUCTS PAYMENTS BALANCE retail w update w retrieve
Title First Name Surname 1. Who is the of this expensive mobile phone?
2. That app isn’t compatible any more. You
Mrs Andrea Davidson
need to it.
Company Customer # Account type 3. I can’t help you unless you tell me where
you usually those documents.
Danny Bloom 253 business
4. According to our , you placed your last
SERVICE ADDRESS order in March.
Address City 5. Electronics for All is a business in the
centre of town.
48 Tassmin Ave. Butler
6. I deleted a file by accident. Is it possible
Region Post Code Phone to the documents?
7. You use a to find specific information in
Allegheny 19733 792 2685
your database, such as how many of your
Email Tech rep customers live in a certain town.

anddav@dannybloom.gnet Raymond T 7 Listen and repeat the words in colour. Then

match A to B to explain these computer
Comments terms.
Last service call – 2nd Feb, 2017 – installed new laser printer. A
To deliver and install three new computers on Monday, 20th 1. Classification means
September, 12.00.
2. Null means
Deliver cable order by 1st October.
Send quote for new laptops to Natasha M, purchasing 3. A schema is a description of
department. 4. A field is a specific area
5. Criteria are parameters
BILLING INFORMATION 6. Inserting a cross-reference allows you to
Job Title Title Full Name
B
Accountant Mr Jeremy Carter
a. you set for a query.
Address b. to separate items into specific categories.
c. nothing, it’s an object of no worth.
56 Parker Street, Butler, 19942
d. link to other parts in the same document.
e. the structure and rules used to make a
database.
Working with Vocabulary f. in a form where you input data.
5 Listen and repeat the words in colour.
Then match the questions to the answers.
Questions: Your Turn
1. What is their service address? You and your partner are updating
2. What is their post code? some files in a database.
3. Who is the tech rep for Morgan Computers? Student A: Ask Student B questions
4. What title should I use for Jeff Duncan? to complete the client file on page 89.
Then explain that there are two new
5. What balance have I got on my account?
clients. Student B must add them to
6. What is the billing address for Select the database.
Mobile Phones?
Student B: Answer Student A’s
Answers: questions according to the chart on
a. 24 Whiting Road, Manley. page 97. Then ask questions to add
b. Dr the two new clients to the database.
Student A has got the information.
c. £438.50
d. D. Jones Accounting Services, PO Box
3198, Hartley.
e. Frank Bolt
f. It’s BL5 NH3. Writing Task, page 111 Workbook, page 28 55
 14 Building a Network

Getting Started: Vocabulary (page 130)

1 
R ead the tutorial. Then read the sentences below and replace the words in bold to correct the false
sentences.

OPTIONS TO Small businesses with more than 15 or 20 workstations that must be connected to
each other and to the Internet need to install a network.
BUILD A SMALL A network requires a central hard drive and printer, a backup system, and also a
NETWORK secure e-mail and Internet connection. A secure network protects internal and
external communications between your business and customers. It also helps your
employees to stream media easily and safely, and to share documents and files.
Today’s modern businesses need high-speed capabilities. You must have a
secure local area network (LAN). A digital subscriber line (DSL) connection
using telephone lines may be sufficient, but a fibre optic connection will
give you faster and easier Internet access for landlines, wireless
connections and remote access.

ETHERNET WIRELESS
Advantages Easy to set up. No cables.
Faster than DSL or wireless connections. L aptops can connect to the Internet from
Suitable for large businesses. different locations within the wireless range.
Disadvantages Cables must run through the whole location. Wireless must be set up carefully for maximum
Expensive initial investment to buy network security and range. The further you are from
equipment and cables. the router, the slower the Mbps speed.

1. A network needs a hard drive, Ethernet and a printer.

Tip!
2. A network allows customers to share files.
Mbps: megabits per
3. Modern businesses run faster with a DSL connection.
second, a measure of
4. An Ethernet network is slower than a wireless one. data transfer speed
5. If your desk is close to the wireless router, your connection will be slower.

2 An IT technician (A) is calling a network company tech support (B) for assistance. Put the dialogue in
the correct order. Then listen to the dialogue and check your answers.
A: Yes. I thought I’d connected the printers to the network, but the network couldn’t locate the
A
printer on the third floor. I’ve checked the cable and it’s definitely connected.
B: OK. You may have to install the printer driver from the Windows installation CD or from the
Internet.
A: How do I do that?
_________________________________________________________________________________________
B B: In the Control Panel, go to View devices and printers. Click on Install the printer driver. Select
the printer manufacturer and model, click on Next and then click Windows Update. Wait while
Windows checks for additional drivers.
A: And if it can’t find the driver, what should I do?
B: Click Windows Update. Usually it will download and update the drivers automatically.
_________________________________________________________________________________________
C A: Hello, is this tech support for the GMD Networks?
B: Yes, it is. My name is John. How can I help you?
A: Last week, we bought the GMD-14C Ethernet network with high-speed fibre optic connection.
Unfortunately, I can’t get one of our printers to connect to it.
B: Oh, I see. Did you go to the Control Panel to identify all the available printers?

56 Remember: Do all activities in your notebook.

3 Practise the dialogue in Exercise 2 with a 7 Listen and repeat the words in colour.
partner. Pay attention to the sentences in Decide which sentences are correct.
colour. 1. A transmission is any information sent over
a communications line.
4 Copy and complete the sentences below with
the correct words from the dialogue. 2. A router is a device designed to receive,
analyse and move incoming data to another
1. The business bought a network. network.
2. To find which printers are connected to the 3. Fibre optics are network cables that contain
network, check in the . electricity.
3. If the printer doesn’t work, check that the 4. When the wireless range isn’t wide enough,
is connected. the user can’t get a connection.
4. A printer driver can be installed from a or 5. Ethernet is a computer intended for
from the . individual users.
5. Wait while Windows updates and checks for 6. An internet service provider (ISP) is a
other . company that provides subscribers with
access to the Internet.
Working with Vocabulary 8 Complete the mini-dialogues in your notebook
with the words below.
5 Listen and repeat the words in colour.
Match the words to their definitions. 
backup system w range w topology
remote access w locate w set up w workstation
A
1. A: I see that you’ve got a new 1. in your
1. high-speed
office.
2. investment
B: Yes and I’ve also got 2. at home so that
3. stream (media) I can read my work e-mails.
4. remote access
2. A: I couldn’t 3. you yesterday. Where were
5. internal you?
B B: We went out and our phones were out
a. located inside something of 4. .
b. the ability to log onto a network from a 3. A: Dennis, I’d like you to 5. this network.
distant location Follow this 6. diagram. Please also add
c. something you put money or effort into for another laptop onto the network for my
the future office.
d. deliver audio and video content over the B: OK, Mr Brown. Do you also need me to
Internet in a continuous fashion create a 7. for extra security?
e. very fast

6 Listen and repeat the words in colour.

Choose the correct answer.
1. It isn’t difficult to set up / locate a small Your Turn
network at home.
Listen to the conversation between a supervisor
2. A workstation / topology is a diagram
and an IT person. Then decide if the sentences
that shows how network equipment is
are true, false or doesn’t say.
connected.
1. The IT technician is going to set up a local area
3. A backup system / digital subscriber
network.
line (DSL) gives home users and small
businesses fast access to the Internet 2. The client needs to buy an Ethernet system.
through a landline. 3. The supervisor recommends good quality
4. A local area network equipment.
(LAN) / packet describes 4. The new business has already got an Internet
a computer network in service provider.
which the computers 5. The IT technician has already given the
are connected in topology diagram to the client.
close proximity.
6. The IT technician will install a printer.

57
 Network Equipment
Getting Started: Vocabulary (page 130)

1 Read the equipment requirements. Then choose the correct answer below.

Various factors will dictate which equipment you need when building
What do you a new network. A topology displays in detail what is required for
need to build sharing resources, accessing data, going online and communicating
a business successfully. It is best to purchase business grade equipment for
network? reliable communications between all aspects of the network.

1. Cables connect computers, network devices and peripherals to each other.

2. Switches (or Hubs) are hardware devices that filter and forward packets of
data through the network.
3. A daptors are physical devices that allow one piece of hardware to be
connected to another.
4. Routers manage traffic across network devices and provide Internet via the
Transmission Control Protocol (TCP) or Internet Protocol (IP). They can also link
multiple networks across distances using a wide area network (WAN).
5. Firewalls are a security system to protect against any unauthorised users
trying to access your network. A firewall uses previously determined security
rules to monitor incoming and outgoing traffic.
6. A wireless access point (WAP) or a wireless router allows employees and
visitors to connect to the same network without the use of cables.

1. To help you plan a new network, 2 Match A to B to create a dialogue between

a. go online. two IT technicians. Then listen to the
b. use a topology diagram. dialogue and check your answers.
A
2. When building a new business network,
you need to 1. Whose network are we setting up today?
a. share your resources. 2. Have you already drawn up the topology
diagram for the job?
b. buy business grade equipment.
3. I think a local area network should be fine
3. Both a hub and a switch for this company.
a. move pieces of data across the network. 4. OK, and did you configure the computers
b. save pieces of data from the network. especially for them?
4. Networks far apart from each other 5. I see they need 20 workstations, adaptors,
a. can be linked by a router. switches and routers. How many metres of
b. can be linked by an adaptor. cable will we need?
6. What time will you be ready to leave?
5. Network access via a firewall is
a. limited. B
b. extended. a. No, it won’t be, because their offices are 10
kilometres from the factory. We need to install
6. A WAP a wireless access point.
a. requires cables.
b. Yes I did, and I’ve spoken to them about
b. doesn’t require cables. the need for a firewall.
c. Give me another half an hour to check that
I’ve got all the equipment.
d. We’re going to the Welfast Clothing
Company in the industrial area.
e. I think about 200 metres, but I’ll take more,
just in case.
f. Yes, I have. Here’s the list of devices and
peripherals we need to supply.

58 Remember: Do all activities in your notebook.

 14
3 Practise the dialogue in Exercise 2 with a 7 Listen and repeat the words and phrases in
partner. Pay attention to the sentences in colour. The words in colour are in the wrong
colour. sentences. Write the sentences correctly in
your notebook.
4 Read the dialogue in Exercise 2 again. Which 1. A gateway is a hardware device that filters
of the tasks below have the IT technicians and forwards packets of data.
already done?
2. Authorised information is data we send.
1. prepare a topology
3. When different departments use the same
2. configure the company’s computers printer and photocopier, those are called
3. install a wireless access point adaptors.
4. make a list of the devices needed 4. The switch is a set of rules that controls
5. check the length of the cables needed communication between all computers on
6. take the equipment to the factory the Internet.
5. With a code or password, employees are
outgoing to get into the system.
Working with Vocabulary 6. The entry point into a network is called the
transmission control protocol (TCP).
5 Listen and repeat the words and phrases in 7. Shared resources are hardware devices
colour. Then copy and complete the
that allow computers, peripherals and the
sentences.
network to connect.
traffic w hub w incoming
wide area network (WAN) w firewall 8 Choose the correct answer.
unauthorised w Internet protocol (IP) address
1. For fast Internet, you need to install traffic /
1. In order to prevent other people from getting broadband.
into your network, you need a .
2. A network can operate in different cities
2. If someone gets into your system without because of the WAN / TCP.
permission, that is access.
3. The firewall / hub protects the network.
3. The is a number used to indicate a
4. Printers and scanners are shared resources /
device’s location.
subnetworks on the 5th floor.
4.  is the term for information travelling around
5. People don’t usually buy business grade /
the network.
incoming equipment for a home network.
5. The data we receive is called information.
6. If computers are connected in different
countries, they operate through a .
7. A connects and sends information to
computers and network devices.

6 
Listen and repeat the words and phrases in
colour. Then match A to B to form sentences.
A
1. A subnetwork is part of a
2. Connecting via broadband Internet is
3. Business grade equipment is
4. When you’ve got a wireless access point,
5. You should reboot your computer
B Your Turn
a. better quality than devices we buy for home You are a network technician preparing a
use. topology for a small business.
b. after installing a new program. Student A: Ask Student B questions to complete
c. larger network, like the Internet. the missing information in the Work Order Form
d. you don’t need a cable to connect to the on page 89. Then answer Student B’s questions.
network. Student B: Ask Student A questions to complete
e. much faster than through a landline. the missing information in the Work Order Form
on page 97. Then answer Student A’s questions.

Writing Task, page 112 Workbook, page 30 59

 15 Operating Systems

Getting Started: Vocabulary (page 131)

1 Read the Frequently Asked Questions (FAQs) page. Then complete the sentences below.

Home About Us FAQs Contact Us

Operating
Systems
Frequently Asked Questions

What is an operating system? What are the most popular operating

An operating system is software that allows the systems?
user to communicate easily with the computer’s Today, the most popular operating systems for
systems without programming language code. personal computers are the open source system
The graphical user interface (GUI) does this job Linux, or proprietary systems such as Microsoft
with a combination of graphics and text. Windows and Mac OS.
The operating system also makes sure that An open source operating system is freely
the hardware and software applications work available from the Internet to download and
together and can simultaneously multi-task many install. Proprietary software is commercially
programs. For each program, the operating owned. It is licensed to businesses or individual
system coordinates the computer’s central computer users for a fee. The programming
processing unit, drivers, memory and storage. cannot be modified or changed in any way.

1. With an operating system, users don’t need to enter .

2. The operating system uses to show things visually.
3. An operating system enables many to work at the same time.
4. Open source operating systems are available on the .
5. Proprietary software be changed.

2 A computer technician (B) is discussing operating systems with a client (A). Listen to the dialogue
and fill in the missing words.
A: I can’t decide between Windows and Linux. Which operating system do you think is more suitable
for this business?
B: Well Sam, Linux is a free open source system. Windows is 1. and owned by Microsoft, so it costs
money.
A: This business hasn’t got a large budget. Exactly how much does the Windows system cost?
B: Newer Windows systems can cost up to 2. to start with. Then it’s more expensive to upgrade, or if you
want to add more users.
A: That’s a lot. Is it true that there can be security and stability issues with both systems?
B: Linux is considered stable. It’s easier to fix problems. A community of developers from around the
world can quickly respond to any issues you have.
A: But, I’ve heard it’s more complicated to install.
B: A bit. Linux 3. sets of bundled software to run it. But that also means you can modify it to your specific
needs.
A: But most users are already 4. with Windows, aren’t they?
B: Indeed. I think everyone knows the Windows interface.
A: Thanks for your advice. I think I’ll choose Windows as it’s got a simpler interface. It may cost more, but it
will be easier to find 5. to support the business as its needs grow.

60 Remember: Do all activities in your notebook.

3 Practise the dialogue in Exercise 2 with a 7 Listen and repeat the words in colour. Then
partner. Pay attention to the sentences in use them to complete the Fact File below.
colour. development w graphical user interface (GUI)
coordinate w command line
4 Read the dialogue in Exercise 2 and answer programming language code
the questions.
Which operating system ?
1. doesn’t cost any money FACT Today, almost every computer uses a 1. operating
FILE system which has got windows, icons and menus.
2. was developed by a professional company
3. requires an additional budget for upgrades The operating system has to 2. the hardware
4. is simpler to install and software in a computer so that they can
communicate.
5. can be adapted for your requirements
In the 3. of software programs, programmers use
a special set of instructions which is called the 4. .
Working with Vocabulary
In the first computers, the user had to write
5 Listen and repeat the words in colour. instructions for the computer into the 5. .
Choose the correct word for each definition.
1. stays the same, doesn’t change 8 Match the questions in A to the answers in B.
a. entire b. stable A
2. a type of software that has got a copyright 1. Which operating system are you going to
and cannot be changed choose?
a. open source b. proprietary 2. Do you have to pay for helpdesk support?
3. accessible to everyone 3. Did you get that software for free?
a. freely available 4. Are you having a problem with the new
b. commercially owned software?
4. to make available for general viewing or 5. Have we got enough money to upgrade the
purchase system?
a. release b. modify 6. What is the advantage of that software?
5. several products combined into one package B
a. issues b. bundled software a. I can modify it to my needs.
b. Windows is too expensive, so I’m using the
6 Listen and repeat the words in colour. Replace open source system Linux.
the words in bold with the words below. c. Yes. We’ve received a budget to make all
developers w multi-task w budget w storage the necessary improvements.
1. Think about the money you have got to d. No, it’s free for an entire year.
spend before you put in a new network. e. No, it’s commercially owned.
2. The operating system controls the place for f. Yes, and I need to download a specific
keeping data in the computer. program to solve the issue.
3. Larry Page and Sergei Brin were the creators
of the search engine Google.
4. Before UNIX, computers
Your Turn
weren’t able to do two or Copy the chart and tick (✓) the correct
more things at the same columns – Windows (W), Linux (L) or both (B).
time. Then listen to two users talking about operating
systems and check your answers.

W L B
1. Has got less malware
2. Simpler to operate
3. Not possible to make changes
4. Many programs available
5. Free online support
6. U
 sed by Google, Facebook
and Twitter

61
 Installing an Operating System
Getting Started: Vocabulary (page 131)

1 
R ead the instruction manual. Then decide if the sentences
are true or false. Correct the false sentences.

M
INSTALLING THE LINUX DISTRIBUTION OPERATING SYSTE
Preparing your computer:

1. Check your computer for the 3. If you’ve already got Windows on your computer, you
minimum recommended will usually only have one large drive: the C drive. You
requirements. should do a disc-partition to set up a second drive in
order to install Linux separately. You may already have
Minimum computer requirements:
some programs that will only run on Windows.
700 MHz processor
4. There is no single version of Linux. Most distributors
RAM of 512 MB or more take the Linux kernel and combine it with additional
5 GB of hard-drive space bundled software such as a graphics interface, a desktop
1024 x 768 screen resolution environment and a web browser.
 ither a CD / DVD drive or
E 5. You can check if the hardware on the computer is
USB port compatible with the Linux system by downloading Linux
ISO to a USB flash drive. Then reboot your computer
2. Back up your data files.
from the USB drive and try to run Linux from it.

1. A 400 MHz processor is big enough to install Linux.

2. Your data is safe when you install a new system.
3. You can install Linux and Windows in the same disc drive.
4. Several versions of Linux are available to install.
5. You have to restart your computer to see if Linux is compatible with it.

2 A support technician (A) is helping a caller (B) to install the Linux operating system. Match the
technician’s questions in A to the caller’s responses in B. Then listen to the dialogue and check
your answers.
A
1. Have you ever installed an operating system before?
2. Did you download it to a DVD or USB?
3. 
Don’t forget to back up your Windows system and also your data files. How much free space have
you got? You need at least 5 GB.
4. 
Did you download the 32-bit or the 64-bit version? The program you install must be the same version
as your computer.
5. 
The next step is to restart the computer. Press the F10 key so you can reboot from the USB.
B
Tip!
a. I’ve checked. It’s a 32-bit computer, so I’ve got the right version.
Bit is short for binary digit.
b. No, I haven’t, so please can we check it step-by-step?
c. To my USB – I’ve already partitioned my existing hard drive.
d. OK, it’s restarting now.
e. I won’t forget. I’ve allocated 10 GB of free space on my D drive.

62 Remember: Do all activities in your notebook.

 15
3 Practise the dialogue in Exercise 2 with a 7 Listen and repeat the words in colour. The
partner. Pay attention to the sentences in words in colour are in the wrong sentences.
colour. Write the sentences correctly in your
notebook.
4 Read the dialogue again and complete the 1. You can install a distro to correct a problem
caller’s notes. with a software program.
2. The kernel is the number of pixels that
Linux Setup Instructions appear on your monitor.
1. 
Before downloading the software, 3. Infrastructure is a distribution of software
the hard drive. available for the public.
4. Each piece of data is a screen resolution.
2. Make sure to the data files.
5. The environment is the central program with
3. Allocate at least of free space on complete control of the operating system.
the other drive.
6. The patch is the fundamental architecture of
4. Download the correct . a system.
5.  the computer before running the 7. A desktop segment is a set of tools that
program. makes it easier for you to use your computer.

8 Match A to B to form sentences.

A
Working with Vocabulary 1. Short for binary digit, a bit
5 Listen and repeat the words in colour. 2. A piece of code called a patch is necessary
Match the words in A to their definitions 3. You need to partition the hard drive
in B. 4. You can change the screen resolution
A 5. The kernel directs
1. partition 6. You should go step-by-step
2. requirements
B
3. component
a. if you want to install something correctly.
4. step-by-step
b. can have a value of 0 or 1.
5. allocate
c. to fix a software problem.
6. run
d. if you want to run multiple systems on your
B computer.
a. assign different parts of something for a e. if the picture on the monitor isn’t clear.
particular purpose f. many basic functions of the operating
b. one stage at a time system.
c. needs
d. function, operate Your Turn
e. separate
f. a part of something Student A: You are calling an IT support line for
help to install Linux on your computer. Follow
6 Listen and repeat the words in colour. the flow chart on page 90 and act out the
Then copy and complete the sentences. conversation.
BIOS (basic input / output system) Student B: You are a helpdesk technician giving
pre-installed w crash w bit w prerequisite support over the phone. Follow the flow chart on
page 98 and act out the conversation.
1. When you buy a new computer, it has
usually got a operating system.
2. Errors in the operating system can
sometimes cause a computer to .
3. The function of the is to boot up the
computer’s operating system.
4. A single unit of information is called a .
5. A power supply is a for a computer to
work.

Workbook, page 32 63
 16 Video and Sound

Getting Started: Vocabulary (page 132)

1 Read the adverts. Then answer the questions on the right.

A Which device or devices ...?

Lensek CMD-LT245 1. work/s with multiple devices
POCKET-SIZED HANDHELD 2. come/s with software
DIGITAL CAMERA 3. allow/s you to hear from all directions
4. will operate without you touching it
3x (24-72mm) optical zoom lens: manual and autofocus
3.0-inch touch monitor that tilts easily for selfies
5. would you use for correspondence

2 A computer shop manager (A) is discussing

technology products with an employee (B).
Listen to the dialogue and choose the
correct answer.
A: James, which innovative products do you
INCLUDES: think we should sell in the shop? Did you
• 10 GB external
Full HD video capabilities get any ideas from the 1. website / e-mail
memory card
• editing software that supports 20 Megapixel 1” sensor I sent you?
input and output formats: AVI, 8-hours lithium-ion B: Well, Mr Bradley, I’ve read good reviews
MOV, MP4, MP4 Video and others battery life
about this new pocket-sized digital
camera – the SLX 350. It’s got a touch
B screen, a great 2. lens / video and lots of
FUTURE TECHNOLOGY
THAT FITS IN YOUR storage space. It includes useful software
POCKET which is compatible with most devices.
A: Isn’t that a bit outdated? Doesn’t everyone
use their mobile phone as a camera
nowadays?
B: Hmm, yes, that’s true, some phone 3. texts /
VPK images can be just as good. How about a
VIRTUAL more up-to-date product like the virtual
PROJECTION keyboard?
KEYBOARD A: How is a virtual keyboard useful?
• Infrared projection turns any flat Connects B: It’s completely portable and it fits in your
surface into a touch keyboard via Bluetooth 4.
pocket / case. It’s great for people who
workspace wireless technology travel.
• Easily pairs with any
Includes rechargeable A: That is an interesting product. How does it
smartphone, tablet or
lithium-ion battery work?
laptop
B: You can turn any flat surface into a touch
keyboard workspace because it projects
C
Tap It Speaker by laser. You just connect it to your
Wireless, portable smartphone or tablet. There’s no need for
Bluetooth speaker any extra 5. electricity / equipment.
A: That’s an option. I’ll check what the selling
price is.
Streams your
Hands-free,
voice activated device:
music from your phone 3 Practise the dialogue in Exercise 2 with a
or tablet via Bluetooth
just ask for music or
partner. Pay attention to the sentences in
Dual stereo speakers provide
radio, news or weather colour.
360-degree Dolby sound
while connected Delivers up to nine hours
to WiFi of playback

64 Remember: Do all activities in your notebook.

4 Read the dialogue in Exercise 2 again. 7 Listen and repeat the words in colour.
Then answer the questions. Then choose the correct answer.
1. What suggestions does Mr Bradley want 1. How is a rechargeable battery different from
from James? others?
2. Were users of the digital camera happy with a. You can plug it into a power supply to
it? How do you know? restore its energy.
3. Why doesn’t Mr Bradley want to sell the b. We sell it to all our customers for
digital camera? technology devices.
4. Why is the virtual keyboard suitable for 2. Can we pair this device with a smartphone?
travelling? a. Yes. You can use it instead of your phone.
5. What do you need to use with the virtual b. Yes. It can connect to any type of phone.
keyboard? 3. Why are lithium-ion batteries popular?
a. They are sensitive to high temperatures.
Working with Vocabulary b. They are light, stable and energetic.
4. What is infrared?
5 Listen and repeat the words in colour. Then a. It’s a warm light that we cannot see.
match the words to the pictures. b. It’s a strong red light.
charging cradle w hands-free w 360 degrees 5. I’d like to buy a handheld device.
virtual projection keyboard (VPK) w beam a. Is this one the right size for you?
flat surface w dongle w pocket-sized
b. We can customise your PC to suit your
1 needs.

3 8 Answer the questions using words from

Exercises 5-7.
2
1. How can we describe a small piece of
4 recorded music?
2. What do we call the light that shines out of a
device?
3. If you want something small enough to fit in
5
your hand, what do you ask for?
8 4. What device plugs into a computer and
enables the use of certain software?
6
5. What do we call a device that is able to
follow audio instructions?
7

Your Turn
Copy the advert into your
notebook. Then listen to a conversation
about a smartpen and complete the advert.
6 Listen and repeat the words in colour in A.
Then match them to their meanings in B. THE PEN THAT DOES EVERYTHING
A B
Livescribe Echo 2GB Smartpen
1. playback a. controlled by spoken
Wherever you are – at work or at school – use the Echo
2. dual commands
Smartpen to record and save your words and ideas.
3. audio clip b. a segment of recorded
Records everything you hear, say and 1. .
sound
4. output Tap on your notes for instant recording or 2. .
c. ability to do something
5. 
voice Connects to a 3.
or mobile device.
activated d. consisting of two parts
4.
Allows you to into different languages.
6. capability e. move at an angle
Holds 5. hours of audio or thousands of pages of
7. tilt f. data generated by a
written text.
computer
Contains one 6. battery.
g. the replaying of previously
recorded sound

65
 Gaming
Getting Started: Vocabulary (page 132)

1 
R ead the article. Then decide which part 1. You need a mobile device to play these
of the article, A, B, C or D, mentions the types of games.
information on the right. There may be more 2. Gamers can choose from a variety of
than one correct answer. games.
3. You need the correct hardware to play

Gaming for Beginners certain games.

4. Purchase games from authorised retail
vendors.
Online games are found all over the world on modern 5. You can play with people from different
gaming platforms, including PCs, consoles and countries.
mobile devices, or via social networking sites. 6. You should check the market before you buy
A There are many different types of games including
a game.
first person shooters, strategy games and massive
2 Different gamers are calling a gaming support
multiplayer online role-playing games (MMORPG). line for help. Match the gamers’ questions in
Many of these games are played internationally and A to the answers in B to form mini-dialogues.
players often use a fake identity to play within the Then listen to the mini-dialogues and check
game’s online community. your answers.
B Virtual and augmented realities enrich a gamer’s A
experience. With fast, real time, online streaming, 1. How do I make the characters move faster
players are transported into a world of virtual reality. in virtual reality games? They move too
With the right equipment, players are able to navigate slowly on my PC.
interactive communities and environments. Augmented 2. What is the minimum Internet speed for
reality depends on mobile devices such as laptops, fast streaming in HD?
smartphones and tablets to interact in the real world. 3. My QR scanner isn’t reading the QR codes.
How can I move from one environment to
C Online games can involve spending a lot of money. another?
So do some research! 4. Are goggles and motion controls essential
C
 heck your equipment. You may need gadgets such as for all your games?
a flight stick, a motion controller or wand, a gaming 5. I’ve just purchased your latest augmented
mouse and goggles with voice control. reality game. What accessories do I need?
Try a demo before purchasing a game. 6. How can I find answers to any questions
Read game reviews. I’ve got?

D Gaming can be dangerous, so play safe. B

M
 ake sure your anti-spyware software and firewall are a. There’s a built-in QR scanner in our
running. software, so be sure to use that one.
O
 nly use authorised versions of games for which you b. Many of the simpler games don’t need more
have a licence. than a computer and a keyboard.
B
 uy from reputable sources and watch c. Check the memory capacity on your
graphics card, and see that the Windows on
out for scams.
your computer is compatible.
C
 hoose a user name that does not
d. You need goggles and a motion controller,
reveal any personal information. like a wand, for that game.
Use strong passwords. e. You can always refer to the FAQ’s on our
M
 ake sure you have deleted website.
your personal information f. At least 10 Mbps, but 20 Mbps is better.
when you dispose of
your gaming device.

66 Remember: Do all activities in your notebook.

 16
3 Practise the mini-dialogues you made in 7 Listen and repeat the words in colour.
Exercise 2 with a partner. Pay attention to the Complete the text with the words below.
sentences in colour. involve w motion w gadgets w revealed
MMORPG w virtual reality
4 Read the mini-dialogues again. Then copy and
complete the sentences.
1. In order to make the characters move faster,
the gamer must make sure there is enough An 1. is a type of online game where the
, and that the Windows is . players become fictional characters in a virtual
world. A large number of players interact online.
2. You need a minimum of for fast streaming
The games often 2. chatting with other players
in HD.
through private and public chat rooms.
3. In order to move from one environment to
Research has 3. that billions of dollars are
another, use the included in the software.
spent on gaming 4. every year. Some serious
4. You don’t need sophisticated equipment players even purchase a special chair because
for . they are online for so many hours. Specific
5. For certain augmented reality games, you accessories include 5. headsets as well as
need devices such as . expensive 6. controllers.

Working with Vocabulary

5 Listen and repeat the words in colour. Then
decide which sentences are correct. Copy
and correct the false sentences.
1. If something is reputable, it has got a bad
reputation.
2. Something fake isn’t real.
3. When you enrich something, you improve its
quality.
8 Match A to B to form sentences.
4. You dispose of something that you need.
A
5. A scam is a dishonest way to make money.
1. You use a fake identity
6. Anti-spyware software is installed in a
2. For more realistic control, players use a flight
computer in order to collect information
stick
about the user.
3. The wand is
6 Listen and repeat the words in colour. 4. Augmented reality puts
Choose the correct answer. 5. A social networking site is
1. For this game, you need to wear goggles / B
a wand.
a. digital elements into the real world.
2. Have you read the social networking site /
review about the new strategy game? b. when you don’t want people to know who
you are.
3. An augmented reality / A first person
shooter (FPS) game is a type of action video c. a place on the Internet where you can
game that is played from the point of view of communicate with people.
the player character. d. to simulate flying.
4. The new gaming platforms / flight sticks e. a game controller that you hold in one hand.
have got much better graphics than older
consoles.
Your Turn
Tip! Student A: You have got three questions about a
Virtual reality is an artificial computer- computer game. Ask the support technician for
generated simulation of a real-life help. Use the information on page 90.
environment. Augmented reality Student B: You are a support technician in a
inserts computer-generated features computer games shop. A customer has got three
into existing reality. questions about a new game. Use the information
on page 98 to answer the questions.

Writing Task, page 112 Workbook, page 34 67

 17 Website Hosting

Getting Started: Vocabulary (page 133)

1 
R ead the advert for a web hosting 1. What does the web hosting company promise your
company. Then answer the questions business?
on the right. 2. How will the web hosting company make sure your
website can be accessed easily?
3. Which applications need to combine with your
website to give you good results?
4. How will you know about the activity on your website?

G H T
N L I 5. How will customers know that they can rely on your
website?

R EE IN G 6. How does the web hosting company guarantee to

G OS T keep a customer’s personal data private?

E B H 2 A client would like to create a website for his business.

W Match what the client says in A to the web designer’s
responses in B. Then listen to the dialogue and check
your answers.
Your website is
the face of your business! A
It’s worth investing time and money to 1. How can I maximise traffic to my site?
create an effective advertising platform that will 2. How can the site ensure my customers’ information is
serve your business now and in the future. kept safe?
Allow our experienced web designers to create
3. We want our customers to feel safe when they pay
your customer portal with a beautiful online store
with a credit or debit card.
for your business. We guarantee to maximise the
number of hits you receive. 4. How can we give our customers support if they’ve got
questions or technical problems?
In designing the right topography 5. I want visitors to be able to LIKE us easily and often.
for your business, we:
• implant keywords to give high SEO (search 6. I’d like my site to include reviews from existing
engine optimisation) across multiple search customers.
engines. B
• incorporate social media seamlessly into your a. It’s important to include a secure payment gateway
website to promote your brand across the whole process. We’ll make sure your payment gateway is
web. Social share buttons will enable you to PCI compliant.
share content easily.
• provide social proof comments to make your
b. We can incorporate social share buttons to link to
business credible to other visitors.
popular social media sites.
• monitor users’ activities with real-time analysis c. That’s a good idea. We’ll incorporate social proof
and get immediate feedback from your website reviews to increase your sales.
interactions. d. We’ll embed a range of keywords so that you get
• integrate the full G Suite with all your favourite good SEO across multiple search engines.
Google features when you register your domain e. It’s possible for us to mask your customer’s
with us. personal and financial details for a secure interface.
• place a trust logo on your site to allow customers
f. We can develop a Live Chat feature and a free
to view your trusted state and your business
helpline to help your customers.
credentials.
• make your payment gateway 100% secure. Credit
card numbers and customer information will be
Tip!
masked and all hosting is also PCI compliant.
PCI (Payment Card Industry) is an organisation
Sit back and watch as your that protects people against credit card and
website traffic increases! debit card fraud.

68 Remember: Do all activities in your notebook.

3 Practise the dialogue in Exercise 2 with a 6 Listen and repeat the words and phrases in
partner. Pay attention to the sentences in colour. Then match the questions in A to the
colour. answers in B.
A
4 Read the questions and responses in 1. What is the domain name of your company?
Exercise 2 again. Then choose the correct
answer. 2. Why is positive social proof important for
business owners?
1. Choosing the correct keywords will
help your customers select products / 3. Is this software compliant with the latest
generate more visits to your website. standards?
2. A secure payment gateway process makes 4. What does web hosting mean?
sure customer data is not revealed / 5. What is SEO (search engine optimisation)?
sales are increased. B
3. The Live Chat feature answers customers’ a. It’s a service that allows you to publish your
questions / gives customers reviews. website online.
4. Visitors can easily link to sites like Facebook b. Yes. It meets the specifications that are needed.
and Pinterest to post comments / c. It helps convince customers to purchase their
chat with each other. product.
5. Other people’s online experiences can help d. It’s a process of improving search engine rankings.
a customer solve technical problems /
e. www.targetforme.com
make a purchase.
7 Listen and repeat the words and phrases in
colour. Then use them to complete the mini-
Working with Vocabulary dialogues.
5 Listen and repeat the words in colour. 
feedback w trust logo w payment gateway w PCI
Then match the words in A to their meanings worth w credible w social share buttons w increase
in B. 1. A: Is it 1. improving our website?
A B: Yes, it will 2. your sales.
1. brand 2. A: How can I give 3. about a company?
2. mask B: Use the 4. – Facebook, Twitter and Pinterest.
3. customer portal 3. A: I want to know if this website is safe. Where
4. G suite do I look?
5. incorporate B: Here’s their 5. . This tells us that the
company is 6. .
6. seamlessly
4. A: If the 7. is secure, why does the website
7. website traffic need to be 8. compliant?
B B: To ensure that there is a safe environment
a. to include something for processing, storing or transmitting credit
card information.
b. continuously, without any interruptions or
problems
c. a type of product usually sold under a
special name Your Turn
d. to keep something from being known Listen to a market researcher and an e-customer
e. the number of visits a website receives talking about the e-customer’s website
f. a collection of Internet services experience. Copy and complete the survey form
developed by Google according to the e-customer’s answers.

g. a secure website that enables WEB SURVEY >>

businesses to share specific 1. Why did you choose our site?

data with clients 2. What did you purchase?
3. How long did you browse the site?
4. Was the payment process safe and easy to use?
Yes / No
5. Did you use our free helpline? Yes / No
6. Did you leave feedback? Yes / No

69
 Cloud Computing
Getting Started: Vocabulary (page 133)

1 Read the Internet article. Then complete the sentences on the right.

1. When cloud computing, you use

programs on , not on .

AN INTRODUCTION 2. When cloud computing, customers use

and pay for resources according to .

TO THE CLOUD 3. When cloud computing, the user

depends on , as well as on .
4. Users of SaaS get , but users of
PaaS can create their own on
WHAT IS infrastructure which is provided.
CLOUD 5. Using a public cloud is not expensive
COMPUTING? because the .
Cloud computing, 6. Using a private cloud is more secure
often referred to as because the service is provided to .
“the cloud”, provides
on-demand computing
resources over the Internet.
In other words, storing and 2 A small business owner (A) and an IT
consultant (B) are discussing cloud
accessing information and programs on the Internet instead of
computing. Listen to the dialogue and
on your computer’s hard drive. fill in the missing words.
ADVANTAGES: A: Why should we switch to using 1. for
Elasticity – scale up or down quickly and easily according to our business?
your needs B: Well, you can get rapid access to
Pay only for what is used innovative business applications and
Self-service access available for all the IT resources needed programs.
System managed by the service provider A: Would it cost the business more 2. ?
DISADVANTAGES: B: No, you only pay for the server
Dependency on service providers resources you use.
Dependency on reliable Internet connection A: What is the maximum free storage
Potential security risks space I’m allowed?
CLOUD COMPUTING LEXICON B: This depends on the 3. you decide to
SaaS: Software as a Service provides the user with cloud-based use. Many of them offer no storage
limit.
applications which a third-party owns and operates. Payment
can be per usage, by subscribing or even free. A: Can I change the amount of space
according to my 4. ?
PaaS: Platform as a Service provides infrastructure on which
B: Yes, you can scale up and down as
software developers can develop new applications.
your business demands.
IaaS: Infrastructure as a Service delivers computer
A: Are there any other 5. to having a
infrastructure as a service. This includes servers, software, cloud account?
data-centre space and network equipment.
B: Yes, it frees up data storage space
PUBLIC VERSUS PRIVATE CLOUD on your servers and increases your
A public cloud is owned and operated by a third-party provider available bandwidth.
which gives services to multi-users. Public clouds are ideal for A: Should we choose a public or 6. cloud
small and medium-sized businesses. Since the infrastructure cost solution?
is shared by a number of users, the service is cheap. A private B: The public cloud is much more
cloud is infrastructure operated solely for a single organisation. affordable, but you do get an
It provides an increased level of control and security and the additional level of security with a
ability to customise storage and networking components. private cloud.
Therefore, it is suitable for large businesses.

70 Remember: Do all activities in your notebook.

 17
3 Practise the dialogue in Exercise 2 with a 8 Listen and repeat the words in colour.
partner. Pay attention to the sentences in Then choose the correct answer.
colour. 1. If you find an ideal solution, it is perfect /
useless.
4 
Read the dialogue in Exercise 2 again.
2. Computer security prevents authorised /
Which of the following advantages to cloud
computing are mentioned by the IT consultant? unauthorised users from entering the system.
1. The business can get new software quickly. 3. Dependency on something means you can /
can’t do without it.
2. The costs only include services used by the
business. 4. If a decision is solely yours, someone else /
no one else can decide.
3. You don’t have to worry about viruses
affecting your software. 5. A risk is a situation that doesn’t / might
involve danger.
4. Storage space is flexible.
6. If you find software that is suitable for your
5. Servers are operated by the suppliers.
business, you should / shouldn’t consider
6. A private cloud is more secure than a public buying it.
cloud.
7. If an item is affordable, you have got /
haven’t got the budget to buy it.
Working with Words 8. You scale up something when you want to
reduce / enlarge the size of it.
5 Match A to B to form words or phrases.
Then listen and repeat. 9 Copy and complete the sentences. Use the
A B words in bold to help you.
1. self- a. user 1. If something is affordable, you pay for it.
2. third- b. service 2. When something is ideal for you, you don’t
need to look for anything .
3. on- c. per usage
3. When you put your money at risk, you might
4. payment d. party
it.
5. multi- e. demand
4. A self-service restaurant hasn’t got any .
6 Copy and complete the sentences below with 5. If you decrease the number of your employees,
the words and phrases from Exercise 5. you won’t have as as you had before.
1. You don’t pay a monthly fee. It’s a system. 6. Payment per usage means you don’t pay
2.  means that a lot of people are connected a fee.
to a system.
3. There are no workers to assist you. It’s .
4. The two companies called in a to help
them with an important decision. Your Turn
5. It’s a good company. They provide service
Student A: You are the owner of a
24 hours a day.
medium-sized business. You are asking a
representative of a cloud computing company
7 Listen and repeat the words in colour.
some questions. Use the topics on page 90
Then decide which sentences are logical.
to ask the questions. Then decide whether to
1. One of the advantages of working with use a private or a public cloud.
wireless equipment is that you are free to
Student B: You are a representative of a cloud
move around.
computing company. Answer the client’s
2. If you manage a business, you are questions. Use the information on page 99.
responsible for it.
3. All companies want to decrease the number
of clients visiting their website.
4. A business’ needs are the things that are
required to operate it.
5. In computer networks, bandwidth is the
amount of data that can be carried from one
point to another at a specific time.
6. When you scale down the size of
something, it becomes bigger.

Writing Task, page 113 Workbook, page 36 71

 18 Online Safety

Getting Started: Vocabulary (page 134)

1 Read the online advice page. Then decide which tips on the right are mentioned in the article.

Tips:
How to Stay Safe Online BLOGS ADVICE CONTACT
1. Don’t give your passwords to other people.
2. Use a different password for each account.
3. Use privacy control. Only let certain people
With more and more people completing view your personal details.
transactions online, digital safety has become
4. Report spam to your e-mail client.
an important factor. Today, more than ever, you
5. Use filters to reduce spam.
must take precautions to ensure your personal
6. Check your children’s use of the Internet
information is safe from hackers and thieves.
and social media.

1 PASSWORD PROTECTION: 2 Two colleagues are discussing Internet

Never share your passwords with anyone or include them security. Choose the correct answer. Then
in e-mails. listen to the dialogue and check your
Password protect all sensitive files on your computer. answers.
Use a sentence that is at least 12 characters long to A: Hi, Katie. My daughter was surfing the web
create a strong password. last night and I noticed some undesirable
content that I didn’t want her to see. I need
2 SOCIAL MEDIA: to block certain 1. e-mails / websites. Do
Protect against identity theft. Don’t make your personal you know how I can do this?
information public. B: It’s easy, Wendy. You can set up your PC
Adjust your privacy settings to limit who can see your to monitor what your children are viewing.
profile. If you don’t want to risk everyone seeing your It will also keep them away from certain
photos, don’t post them online at all. games and sites. You can even set limits
Don’t make your holiday plans and live photos public. on how much time they spend online.
Thieves will know when your house is empty. A: You mean I can actually 2. limit / decide
what sites the browser finds?
3 E-MAIL: B: Sure. Almost all browsers and social
DON’T open, click on a link or reply to an e-mail if you media websites have Parental Controls
don’t know who sent it to you. or Privacy Settings.
Use filters to block unwanted e-mails such as: A: Where do I find the Parental Controls on
i. Phishing – fake or fraudulent e-mails to trick users Google? How do I 3. set / do them?
into sharing their personal information like credit card B: In your browser, go to Search Settings on
details, user names and passwords. the right-hand side of the screen. Under
ii. Bulk e-mails – e-mails sent to millions of people. “SafeSearch filters”, check the box next to
They may contain links or downloads with viruses or “Turn on SafeSearch”. Then at the bottom
spyware which can corrupt your computer. of the page, click “Save”.
A: How does this help?
4 SAFETY FOR CHILDREN: B: When someone does a search in their
Use parental control options to block undesirable browser, this filters the search results
websites, videos and content. and eliminates undesirable videos and
Monitor your children’s use of social media and browsing. websites.
Instruct young children and teens about online safety. A: Is it completely 4. safe / sure?
Teach them not to ‘make friends’ with everyone. People B: It’s not 100% accurate. However, it helps
may hide behind a false identity. protect children from most of the 5. relevant /
inappropriate search results.

72 Remember: Do all activities in your notebook.

3 Practise the dialogue in Exercise 2 with a 8 
Listen and repeat the words in colour. Which
partner. Pay attention to the sentences in pairs of sentences have got a similar meaning?
colour. 1. a. You should delete an e-mail that seems
suspicious.
4 Read the dialogue in Exercise 2 again. b. If you don’t know the source of an e-mail,
Then match A to B to form sentences.
throw it out.
A
2. a. Phishing messages look like they come
1. Wendy from a reputable company.
2. Katie b. Reputable companies send messages as
3. A SafeSearch filter a way of getting more customers.
4. Many social media sites 3. a. Adware collects information about users’
B Internet activities.
a. may not eliminate all inappropriate material. b. Adware analyses which websites a user
visits.
b. didn’t know that parents can limit online
access. 4. a. Thieves can use your credit card details
to purchase products from websites.
c. have got parental controls.
b. Most people use their credit cards to
d. recommends filtering search results.
purchase online today.
5. a. Companies often send out bulk e-mails.
Working with Vocabulary b.  To get to all their clients, companies send
out thousands of e-mails at the same time.
5 Match A to B to make expressions.
Then listen and repeat the expressions. 9 Match A to B to form sentences.
A B A
1. identity a. settings 1. You could meet undesirable people
2. parental b. public 2. A hacker can change
3. make c. protect 3. Fake e-mails can trick users into
4. privacy d. theft 4. Learn how to hide your online identity
5. password e. control 5. You can post a helpful reply
6. You risk losing your privacy
6 Copy and complete the sentences below with
the expressions from Exercise 5. B
1. Think twice before you your private a. giving away vital information.
information . b. on social networking sites.
2. Using , you can adjust what different c. when you share too much personal information.
people see on your Facebook page. d. on this forum.
3. is a very serious crime. e. and be anonymous on the web.
4.  your account with a combination of letters, f. information on your computer system.
numbers and symbols.
5. Fathers and mothers should think about
putting onto the family PC. Your Turn
Listen to the conversation between a bank
7 Listen and repeat the words in colour. employee and a client. Copy and complete the
Then choose the correct answer.
chart. Then tick (✓) the correct columns.
1. A hacker / profile contains a person’s
personal information. Bank
Client
2. Using another person’s credit card without Who ... ? Employee
permission is fraudulent / undesirable. 1. reported the scam
3. It’s important to ensure / hide your children
2. w
 as suspicious because
are safe on social networking sites.
of the logo
4. A firewall can trick / block unauthorised
users from accessing a network. 3. knew about the phishing
5. Do you think parents should post / monitor 4. w
 anted to prevent this
their children’s access to the Internet? from happening again
6. Viruses can corrupt / risk the information on 5. will adjust the filters
your computer files.

73
 Protecting Your Business
Getting Started: Vocabulary (page 134) 1. Sam Brown is insisting that .
a. IT managers participate in the meeting
1 
R ead the e-mail. Then choose the correct
answers to the questions on the right b. all employees read the agenda
according to the text. 2. Sam Brown believes that the company
needs to .
a. update its antivirus software
To: IT Managers b. replace its antivirus software
From: Sam Brown: Network Administrator 3. The company has got cyber security rules .
Subject: Company Cyber Security Meeting a. which allow employees to see all data
b. which employees mustn’t violate
Following last week’s cyber attack attempts, we all 4. The company would like a backup program
need to reassess security to protect our business. which .
Please read the agenda points below before our a. provides a way to recover data
meeting. It is essential that ALL managers attend.
b. stores data on the cloud
1. Establish better network security: Buy new 5. The company is planning to .
antivirus software with ‘real-time’ protection to
a. sell products online
make sure we are better protected against viruses,
spyware and other malicious codes. Check which b. redesign their products
new vendors regularly provide patches and updates
to their software. 2 
An IT security advisor (A) is giving security advice
to a business owner (B). Number sections A-C in
2. Secure our network: Check the firewall and the correct order to form a dialogue. Then listen
encrypting information. Make sure the WiFi is to the dialogue and check your answers.
secure and hidden. To safeguard from unauthorised B: Yes. How else can we make sure our
A
access, implement password protection on the network is completely secure?
router.
A: You should consider installing a VPN –
3. Establish stronger security policy for all a virtual private network. It offers a much
employees: Consider implementing multi-factor better level of security.
authentication for employees to gain entry to B: How does that work?
sensitive data. Administrative privileges should A: It works as a private network, even though
be limited to IT managers only. Make sure all you are using a public network.
employees are aware of the penalties if they violate
the business’ cyber security rules. A: Hi, Mathew. What seems to be the
B
problem?
4. Research new backup system: Install a more
innovative program to perform daily backup which B: Well Jack, last month we had a serious
also includes an effective recovery solution. An security breach even though we had
alternative backup for storing copies off-site or on installed new anti-virus software.
the cloud is also essential. A: When did you last download an update?
5. Redesign policy on payments: Check our B: Oh! I’m not sure.
authentication system with the bank and credit card A: You need to check for software updates
companies before we open our e-commerce site. at least once a month.
It is imperative we use the most trusted validation
C B: OK, I’ll get the IT staff to check that.
tools and anti-fraud services.
A: Is there anything else that you’re
concerned about?
B: Yes, some employees have complained
Tip! that sometimes they can’t access all the
Multi-factor authentication combines programs they need.
two or more independent credentials: A: It sounds like we need to reassess the
something the user knows, such as firewall settings. I’ll adjust the settings
a password or a secret question; for you. Have you got any other questions?
something the user has got, such as a
bank card; and biometric verification. 3 
Practise the dialogue in Exercise 2 with a partner.
Pay attention to the sentences in colour.

74 Remember: Do all activities in your notebook.

 18
4 Read the dialogue in Exercise 2 again. Then 7 Listen and repeat the words in colour.
decide whether the sentences are true, false Then use them to complete the dialogues.
or the text doesn’t say. 1. real-time protection w aware of
1. Mathew’s company has got new anti-virus multi-factor authentication
software.
2. Mathew updated his new anti-virus software A: Is your network secure?
last month.
3. Employees now get increased access to
more programs. B: Y
 es. I am 1. the problem, so
4. Adjusting the firewall settings will prevent the I’ve got some good 2. .
employees from accessing programs.
5. Jack recommends reducing risk by using a
A: Have you considered using 3. ?
private network.

Working with Vocabulary B: Y

 es, I have, but I’ve decided not
to do that at the moment.
5 Listen and repeat the words in colour. Then
replace the words in bold with the words in
colour. 2. penalty w reassess w breach w sensitive
safeguarded w gain entry to w establish
agenda w attempted A: W
 e had a data 4. last week, so our
1. We weren’t able to get into the factory. company is very 5. about security.
2. The manager wanted to create a new I can’t give you my password.
department.
3. Hackers tried to get into the bank’s network.
B: What’s the 6. for doing this?
4. Before the meeting, we received the list of
the topics to discuss.
5. Make sure your computer is protected from A: T
 he manager will 7. my contract
malware. and I could find myself without
a job.
6 Listen and repeat the words in colour.
Then match A to B to form sentences.
A
8 Choose the correct answer.
1. A cyber attack on a government
1. This is sensitive / trusted information, so
2. E-commerce is a business transaction please don’t discuss it with anyone.
3. If we encrypt all the customer data, 2. Releasing this information is considered a
4. Malicious code is used to security tool / breach.
5. Special data recovery software 3. You need to safeguard / attempt your
6. Tools are a set of basic accessories network against unauthorised entry.
7. A VPN (Virtual Private Network) is a private 4. What is the penalty / agenda for coming late
network to work?
B 5. Hackers were able to gain entry to /
establish the accounting system.
a. for software developers.
b. can help you find deleted files.
c. damage data, files and computing systems.
Your Turn
d. over the Internet.
e. built over a public infrastructure. Student A: You are a security administrator. Ask
your security advisor to help you solve some
f. it will be protected.
problems. Use the chart on page 91 to tell him /
g. can cause chaos. her your problems and record the solutions.
Student B: You are an IT security advisor. Provide
solutions for your client using the information on
page 99.

Writing Task, page 114 Workbook, page 38 75

 19 Applying for a Job

Getting Started: Vocabulary (page 135)

1 
R ead the job advert. Then decide if the sentences below are true or false.
Copy the phrases that gave you the answers into your notebook.

A growing manufacturing company is looking for a

SYSTEM ADMINISTRATOR ASSISTANT
to be responsible for installation, configuration
and support of all business computer systems.
Responsibilities include: Job requirements:
* installing, updating and maintaining * computer science certificate
servers and operating systems * minimum three years’ previous experience
* configuring hardware and peripherals * excellent problem-solving skills
* performing daily backup operations * system administration certification in Linux and Microsoft
* creating and updating user accounts * ability to work under pressure
* ability to work overtime
* providing technical support to staff
* excellent people skills

Send CV to jobs@manunet.com

The system administrator assistant … .

1. will purchase peripherals for the company
2. will make sure all the company data is backed up
3. will be responsible for troubleshooting
4. needs to have a university degree in computer science
5. needs to have training from specific vendors
6. does not need work experience
7. will only work conventional hours
8. will need to interact with colleagues

2 The Human Resources Director (A) is interviewing a candidate (B) for the job of system administrator
assistant. Listen to the dialogue and choose the correct answers.
A: Good afternoon. I’m Harry Brink, the director of Human Resources.
B: 1. Nice / Pleased to meet you, Mr Brink. I’m Caroline Rand.
A: 2.
Have a seat / Come in, Caroline. I’ve got a few questions for you. Can you tell me about your
educational background?
B: I’ve got a vocational diploma in computing and information technology and I’ve just completed a
course from MITOPEN Courseware in 3. operating systems engineering / programming.
A: What is your experience installing and configuring operating systems?
B: I gave technical support to 4. staff / customers at Grants for two years. After that, I became the
assistant IT administrator.
A: Why did you leave?
B: They moved their offices to another 5. city / country and I couldn’t move at that time.
A: So, why do you think you are a good candidate for this job?
B: Well, I’m hard-working, responsible, willing to work in a team and I know how
6.
important / essential it is to keep up with fast-growing technologies.
A: Well, thank you for coming to meet me. I’ll be in touch.
B: Thank you. It was nice meeting you.

76 Remember: Do all activities in your notebook.

3 Practise the dialogue in Exercise 2 with a 6 Listen and repeat. Then write four pairs
partner. Pay attention to the sentences in of words with opposite meanings in your
colour. notebook.
outgoing w insecure w hard-working

4 Read the dialogue in Exercise 2 again. organised w relaxed w lazy w responsible
Then copy and complete the sentences. confident w shy w highly skilled w nervous
1. Harry Brink is . knowledgeable
2. Caroline has got a vocational diploma in .
3. Before Caroline left Grants, she worked as .
7 Choose the correct answer.
1. Amanda is hard-working / confident. She’s
4. Caroline wasn’t able to continue working at
at the office from 7 am to 7 pm every day.
Grants because .
2. It’s my first day at this job. I’m so lazy /
5. Caroline describes herself as .
nervous!
3. Is Dan responsible / knowledgeable? Does
Working with Vocabulary he always finish his projects on time?
4. Tim is an excellent software tester. He’s very
5 Listen and repeat the words and phrases organised / relaxed.
in colour. Then use them to complete the
5. Chloe isn’t a good marketing representative.
sentences.
She’s too quiet and outgoing / shy.
vocational training w people skills
6. You can’t offer such a low salary to a
certification w secondary school w team
nervous / highly skilled candidate.
educational background w experience
fast-growing technologies w overtime 7. Lisa is showing me how to search for
under pressure statistics. She’s very knowledgeable /
insecure about the Internet.
1. Some people prefer working alone, not
in a .
2. What is your ? Did you study at university?
Your Turn
3. We gave the job to Patricia Rose because
she had a lot of in handling customer Listen to a radio presentation on
complaints. interviewing tips. Which tips does
4. I’m working late. I’ll have to do some . the presenter mention?
5. Mr Ross makes sure to get updates and 1. the importance of arriving on time
information on . 2. how to dress for an interview
6. It isn’t easy to work , especially when 3. how to greet the interviewer
you’re a new employee. 4. how to answer questions
7. You will give technical support to our 5. what documents to bring
customers, so you need patience and 6. organising your documents
good .
7. which questions to ask the interviewer
8. I’ve got as a Network System Technician
from the Electronics Technicians Association. 8. the importance of smiling
9. I finished when I was 18. Then I did in
electronics.

Tip!
The words below belong to the same
word family. How do you say these
words in your language?
employment w employer w employee
interview w interviewer w interviewee

77
 Interviewing
Getting Started: Vocabulary (page 135)

1 Read the interview form. Then answer the questions below.

INTERVIEW FORM
Name: Caroline Rand Telephone: 056837492
Address: 45 East New Union Rd, Bradford E-mail: CRand@qnet.uk
Education: 3 secondary school university
3 vocational computing and information technology, operating systems engineering
knowledge in Windows and Linux operating systems, HTML, C++
Skills:
Languages: English (native), German (intermediate)
Work experience: Computer support technician – 2 years Grants Company LTD.
Assistant IT administrator – 6 months Grants Company LTD.

Interviewer: Harry Brink Date: 10th August

Suitability for position: hardworking, knowledgeable about subject, diligent, fast learner
Schedule a second interview: 3 Yes No
Starting Salary: £18,000

1. In which city does Caroline live?

2. Did she study at university?
3. What computer languages does she know?
4. What languages does she speak?
5. How many interviews at the company has she had so far?

2 Harry Brink (A) is interviewing Caroline Rand (B) a second time. Listen to the dialogue and fill in the
missing words.
A: Hello, Caroline. It’s nice to see you again. Please 1. .
B: Thank you. I’m glad to be here.
A: As I told you on the phone, we’d like to offer you the job, but I want to go over a few 2. .
B: Sure.
A: This job will require working at least three evenings a week. How do you feel about that?
B: It’s 3. . I can be flexible about my time.
A: Good to know. Have you got any questions for me?
B: I’d like to ask, what salary can I expect?
A: Well, the starting salary is £18,000 per annum and you’ll work a 40-hour week. There may be
overtime if we have serious technical problems.
B: That seems fair. What about holiday time?
A: You get 22 days annual holiday leave and 10 days of paid sick leave. You also get 4. insurance and
retirement benefits.
B: I’d like to ask you about opportunities for advancement. Do you send employees on courses?
A: We expect our staff to keep up-to-date on changes in the field, so we encourage our staff to take
certain courses.
B: It sounds like a perfect job for me.
A: Good. So will you be able to start on 5. at 9.00?
B: Yes, that will be fine. I’m looking forward to it. Thank you, Mr Brink.

3 Practise the dialogue in Exercise 2 with a partner. Pay attention to the sentences in colour.

78 Remember: Do all activities in your notebook.

 19
4 Read the dialogue in Exercise 2 again. 7 Listen and repeat the words in colour. Then
Then match A to B. match the words in A to their definitions in B.
A B A
1. £18,000 a. holiday time 1. sensitive
2. 40 b. number of hours per week 2. diligent
3. 22 days c. starting time on first day 3. easy-going
4. 10 days d. salary per year 4. creative
5. 9.00 e. paid sick leave 5. energetic
B
Tip! a. has got original ideas
In English, we say you b. pleasant and relaxed
go for a job interview. c. hard-working
d. active, dynamic
e. is aware of other people’s feelings and behaviour
Working with Vocabulary
8 Read the sentences and choose the correct
5 Listen and repeat the words in colour. Then answer.
use them to complete the sentences.
1. Are you flexible about your hours?
temporary w permanent
a. No, I don’t want to work shifts.
1. I’m looking for a job. I want to work in
b. No, I don’t want a temporary job.
the same place for a few years.
2. Tom is very ambitious.
2. This job is probably for three months.
It’s only a job. a. He’s also a fast learner!
b. He’s not interested in a career.
retirement benefits w starting salary
3. Two support technicians were fired.
3. The is €9 per hour.
a. Were they too flexible?
4. What are the at your new job?
b. Were they temporary workers?
hire w retire w fire
4. My starting salary is low.
5. I really want this job. I hope they’ll me.
a. Well, at least there aren’t any retirement
6. Mr Anderson has worked in the IT benefits.
department for 40 years. He’s going to
b. Well, at least the work isn’t hard and the
next week.
hours are easy.
7. I’m worried the company will me for
5. It’s great they hired Melanie as a web designer.
sleeping at my desk.
a. Yes, she’s really creative.
shifts w schedule w recruit
b. Yes, she’s sensitive.
8. Does your company many students?
9. The desktop support technicians provide Your Turn
24/7 support, so they work in 12-hour .
10. Every Friday, the staff get their of hours Student A: You are the head of IT and are interviewing a
for the following week. candidate for a job as a software tester. Ask questions to
complete the interview form on page 91. Then discuss
6 Listen and repeat the words and phrases in work hours, salary and benefits.
colour. Which sentences are true for you? Student B: You are applying for a job as a software tester.
1. I’m very ambitious. I want a good career. Answer the interviewer’s questions. Use the personal
2. I’m not very flexible about hours. I can only information on page 99. Then ask questions about work
work for certain hours. hours, salary and benefits to complete the chart.
3. I’m very industrious. I work hard and get a
lot done.
4. I’m a fast learner. I don’t need a lot of
explanations.
5. I’m not very good at multi-tasking. I can’t
do more than one thing at a time.

Writing Task, page 115 Workbook, page 40 79

 20 Preparing a CV

Getting Started: Vocabulary (page 136)

1 
R ead the tips for preparing a CV. Then answer
the people’s questions below.

Tips for writing a CV

➜ Do not write a CV by hand – use a computer.
➜ Make sure that your headings are clear.
➜ Use the spell-check on your computer.
➜ T  he headings you should include are: Personal details, Education, Work experience,
Languages, Skills and References.
➜ P  ersonal details: Include name, home address, date of birth, phone number and e-mail
address. Other details you can include are your gender and nationality.
➜ Education: Include all relevant courses. State where you studied. Always start with the most
recent place you studied.
➜ Work experience: Write your most recent place of work first. Give an accurate job
description. You can also include any part-time work that you have done.
➜ Languages: Mention any foreign languages you speak.
➜ Skills: List computer skills or any other skills that are relevant to the job.
➜ References: Ask two people if they would be prepared to give you references – one should
be from a place where you studied and the other should be from a place where you worked.

Janet
1. How many headings should I include
in my CV?
Bruce
4. Should I include my hobbies and
sports?
Alice
2. Is it a good idea to mention part-time
work I’ve done?
Adam
5. Who should I get to write
Diane a reference for me?

3. I speak French, but knowledge of

foreign languages doesn’t appear in
the job requirements. Should I mention
being fluent in French?

2 Match the information below to the correct heading on the CV. Tip!
1. 2012-2013: Network Administrator, Davidson’s Electronics. A CV is also
2. dana3@jmail.com called a résumé.
3. Date of Birth: 26th August, 1992.
4. 2010: Certificate in Network Administration – Computer Training School.
5. Installing, configuring and administering network technologies.

80 Remember: Do all activities in your notebook.

Working with Vocabulary
3  isten and repeat the words in colour. Then
L 5 Copy and complete the sentences with words
read the sentences and choose the correct from Exercises 3 or 4.
answer. 1. Miguel isn’t married. I don’t know if he’s
1. What are your career objectives? or .
a. I hope to be a web designer. 2. I can perform computer repairs but I have
b. I hope to finish school next year. never had any in computers.
2. What is your date of birth? 3. When I graduated from university, I received
a. It was last week – 20th May. a .
b. 20th May, 1993. 4. Your gender, marital status and nationality
are .
3. Are you fluent in any other languages?
5. Solving technical problems is my main
a. Yes – in German and Russian. responsibility in my .
b. I’ve taken a beginner’s course in French. 6. You must be in English in order to apply
4. What is your current job? for a job as a software tester here.
a. I’ve taken a course in information
technology.
b. I work as a computer programmer for
AAI Computer Games. Your Turn
5. What computer skills have you got?
Jason is being interviewed for a job. Listen to the
a. I’ve got a good knowledge of hardware interviewer and Jason discussing his CV. Choose
and software applications. the correct answer.
b. I bought a new computer last month. 1. Jason has worked in the IT department of
6. Have you got any references? Rightprice Supermarkets for … .
a. I am very outgoing. a. two years
b. Yes, they are listed on my CV. b. four years
7. What personal details do you need? 2. Jason provides support to … .
a. Include any programming courses a. the company’s customers
you’ve taken. b. the company’s workers
b. Include your address and phone number. 3. Jason has got experience in … .
8. What is your job description? a. installing software
a. I provide technical assistance to b. programming software
customers by phone.
4. Jason’s qualifications include a … .
b. I work on Mondays and Fridays.
a. Bachelor’s degree in computer sciences
4 Listen and repeat. Then copy and complete b. Computer Technician Certification
the chart with the words or phrases. 5. Jason wants to work … .
graduate w married w single w gender w male a. part-time
certificate w divorced w Bachelor’s degree b. full-time
female w formal training w marital status

Personal Details Education

81
 Writing a CV
1 
R ead the covering letter and the CV.
Then choose the correct answer below.

From: Rebecca Webber

To: pgrander@jobs.mizo.net
Subject: IT support

Dear Ms Grander,
I’m writing in reference to the position of IT support as advertised
on Job4U.uknet.uk. Please find my CV attached.
If you require further information, please do not hesitate to contact
me.
I look forward to hearing from you.
Yours sincerely,
Rebecca Webber

CURRICULUM VITAE
Personal details:
Name: Rebecca Webber
Date of birth: 16th June, 1995
Telephone number: 01738 367683
E-mail address: ReWeb@ynet.uk
Education:
2013-2014: Cyber Security courses, Coursara
2012-2013: Business Technology Management courses, Coursara
2010-2012: Computer Management Certification, two years, Institute of Technology
Work experience:
2014-present: IT Business Support, Preston Trades
and remote
Responsibilities: troubleshooting via telephone, e-mail,
support tools to diagnos e technica l issues, assisting in maintai ning
operatin g systems , applicat ions, network s, servers and periphe rals

Languages: English (native), German (advanced)

Skills: MS Office, HTML, JavaScript
References: Samuel Robins
Head of IT, Preston Trades
23 Centre Ave
Manchester
01748 498633

1. What is the purpose of a covering letter? 3. What is NOT one of Rebecca’s

a. to give basic information about a person responsibilities at Preston Trades?
b. to say what job a person is applying for a. identifying technical issues
c. to recommend a place of work b. maintaining servers
2. What is the purpose of a CV? c. support for mobile phones
a. to say why a person wants a job
b. to give a job description Tip!
c. to give information about a person’s It is common today to send a covering
qualifications for a job letter and CV by e-mail.

82 Remember: Do all activities in your notebook.

 20
2 Answer the questions according to the CV and covering letter in Exercise 1.
1. Who is Rebecca sending the CV to?
2. Where did she see the advert?
3. When was Rebecca born?
4. Where did she study?
5. Is Rebecca working now?
6. How many languages does she speak?

3 Look at the CV in Exercise 1 again. What two things

are missing from the CV? Use the tips for writing a Tip!
CV on page 80 to help you. When writing a covering letter, write To Whom
It May Concern when you don’t know the
name of the person you are writing to.

Your Turn
Imagine you are applying for one of the jobs in the adverts below. Write your CV and covering
letter in the Workbook, pages 106 and 107.

JOB Listings Home About us Job search Contact us Help

Login

A B

IT Operations Specialist Web Developer

for international engineering firm required for online marketing firm
Must have at least 3 years’ experience in Creating and managing sites, including
maintaining corporate applications, Linux familiarity with MySQL and PHP.
servers, LAN, WAN and Security. Shift work
at weekends.
Contact: JeffC@DBS.com Contact: support@MARCfirm.uk

C D

Helpdesk Support IT Operations Support

required for local university needed for local government
Part-time job. Must have knowledge of MS Provide technical support for servers and
Windows and good people skills. applications. Great benefits.

Contact: ITJobs@net.ac.uk Contact: govjobs@gov.uk

Web Designer
for Sports Town
Experience in B2C websites. Expert in HTML, CSS, JavaScript
and knowledge of browser workings.
Contact: DanC@sportstown.net

Workbook, page 42 83
Pairwork: Student A
1 From page 7

Name: SHO HAR ADA

Job: SUPPORT TECHNICIAN
Job involves : Troubleshooting,
repairing computer hardware and
software
Skills: Problem solving,
communication

2 From page 11
1 You need help removing an old hard drive and installing a new one. Ask your partner for help.

2 Help your partner to remove an old motherboard and install a new one. Follow the diagrams below to
give instructions.

1 2 3 4 5

3 From page 15

Inventory Questions
• Types of printers? How many?
• Enough mic rophones and headset s?
• More webcams nee ded?
• No wireless keyboards? Why?
• So many mouses? Why?

84 Remember: Do all activities in your notebook.

 Pairwork: Student A

4 From page 19

PAIRWORK
Summer Offers HOME PRODUCTS SPECIALS ABOUT US

TOP-OF-THE-RANGE X56 LAPTOP PRACTICAL STUDYTOP LAPTOP

500 GB 300 GB
CHARACTERISTICS: CHARACTERISTICS:
Slimline Compact, reliable and economical
Powerful and superfast High-resolution, wide screen
REVIEWS: REVIEWS:
PRICE: €699 PRICE: €535

5 From page 23

Thursday
Job Location: Simpson’s + Co
Directions:  Go past train station – their office
building is on the right.
Problem: Computers running slowly
Job:  Check for viruses. Reinstall anti-virus
system.

Friday
Job Location:
Directions:
Problem:  on computer
network
Job: Recover information from .
 onto computer
system.
Notes: Mrs Carter .

Remember: Do all activities in your notebook. 85

Pairwork: Student A

6 From page 27

Student A: Greet the caller and give the name of the company.

Student B: Reply and ask to speak to Jerry Gold. Message for Jerry Gold:

Student A: Try to put the call through. Then say Jerry Gold is
unavailable and give a reason:
out on-site or on the other line or at lunch

Student B: Ask Student A if you can leave a message.

Student A: Say yes and take the message.

7 From page 31

CUSTOMER INFORMATION
Name of Company: Magic Electrics
Customer Number: ME357
Name of Contact Person: Jake Ronalds
Invoice Number: 007865
Product: Intel Pentium processor
Under Warranty Until: one year after delivery date
Customer’s Complaint: Yesterday we received a
processor with defects. The cooling system doesn’t work.

8 From page 35

MONDAY 22 JANUARY
ND

am -
pm - sales meeting

TUESDAY 23 JANUARY
RD

am -
pm -
WEDNESDAY 24 JANUARY
TH

am - in Leeds
pm - in Leeds

THURSDAY 25 JANUARY
TH

am - technicians’ meeting
pm -

86 Remember: Do all activities in your notebook.

 Pairwork: Student A

9 From page 39

Problem 1: You want to create more space on your smartphone. You don’t know how to do it.
Problem 2: The sound on your smartphone isn’t working. You can’t hear your phone ringing.

PAIRWORK
Problem 3: You want to install the latest version of an app because the old one has stopped working.

11 From page 47

Student A: Find out from the customer what his / her software needs are.

Student B: Explain to the software vendor what you need the software to
do for your company.

Student A: Find out if the buyer needs the software for a long time.

Student B: Explain your future plans. Ask about a demonstration.

Student A: Tell the client about the free demo and explain to him / her
how to get it.

Student B: Ask the software vendor about support and maintenance.

Student A: Explain the assistance your company gives.

Student B: Thank the software vendor for his / her help.

Remember: Do all activities in your notebook. 87

Pairwork: Student A

12 From page 51

i n s t r u c t i o n s
C lie n t ’s The image needs some editing.
I need to see advert before Friday.

Problem: Problem:

WD
S TA N D O U T F R O M T H E C R O

Problem:

Good Jobs
RECRUITMENT

Problem:

88 Remember: Do all activities in your notebook.

 Pairwork: Student A

13 From page 55

CLIENT FILE

PAIRWORK
Account number Customer (Company) Contact person Address Telephone Date of last invoice

B 349 Baxter & Co 25 Mill Street 7632916 24/9/16

Davis Computers Pat Marsh 16 Kelly Lane 31/7/16

J 905 Jobs for All Fred Calvin [Manager] 6644991 3/3/17

L 617 Tom Sands 4 Compo Village 4545456

Trinity Hospital Medical City 16/4/17

New client New client

MICROCOMP St. Helen’s Girls School
Tel: 7634231 Tel: 2327875
Contact: Pete Murray [owner] Contact: Kate Downs [Headmistress]
Address: 26 Market Place Address: 12 Oxley Street
Acc #: M 667 Acc #: S 345
Date of la st invoice: 28/10/17 Date of la st invoice: 03/10/17

14 From page 59

Work Order Form

Name of client: ESSEM Electronics
Address:
Telephone number: 01711 453 2194
Number of floors: 1
LAN WAN

EQUIPMENT REQUIRED:
Number of workstations: 30 Number of routers: 1
Number of hubs: Length of cables:

Date and time for installation:

Remember: Do all activities in your notebook. 89

Pairwork: Student A

15 From page 63

Student B: Greet the client on the phone and introduce yourself.

Ask the client what he / she needs.

Student A: Tell the technician you are having difficulties installing the
Linux operating system.

Student B: Reassure the client and ask where he / she tried to

download the system.

Student A: Answer the technician and tell him what you’ve done
so far.

Student B: Find out how much free space the client has got.

Student A: Answer the technician about the free space on your drive.

Student B: Ask the client what bit version his / her computer is.

Student A: Answer the technician and explain what version your

computer is.

Student B: Explain how to re-start the computer from the BIOS.

Student A: Tell the technician the installation was successful.

Thank him / her for his / her help.

16 From page 67

Question 1: Y
 ou’ve just bought a virtual reality game called Gamer and you want to know which accessories
are necessary to play that game.
Question 2: You need to know the minimum requirements to fast stream in HD for the game.
Question 3: You aren’t sure if you have the right version of Windows for the game to run.

17 From page 71

the reason for using cloud computing

the cost
storage space
additional advantages
public or private

90 Remember: Do all activities in your notebook.

 Pairwork: Student A

18 From page 75

Your problems Possible solutions

PAIRWORK
1. viruses
2. recovering data
3. unauthorised access
4. secure network
5. accessing programs

19 From page 79
Job Information
Position: Software tester
INTERVIEW FORM Hours: Monday-Friday 09:00-17:00
Name: Starting salary: £23,600 per annum

Address: Holiday leave: 20 days a year

Telephone: Paid sick leave: 10 days a year

E-mail:

Education: secondary school university vocational

Skills:
Languages:
Work experience:

Personality:

Interviewer: Date: Position:

Second interview: Yes No

Remember: Do all activities in your notebook. 91

Pairwork: Student B
1 From page 7

Name : EMILY GORDON

OR
Job: DATA ENTRY OPER AT
ta and
Job involves: Inputting da
on onto
downloading informati
computers
uter,
Skills : Operating a comp
working quickly

2 From page 11

1 Help your partner to remove an old hard drive and install a new one. Follow the diagrams below to
give instructions.
1 2 3 4 5

2 You need help removing an old motherboard and installing a new one. Ask your partner for help.

3 From page 15

Notes from inventory

Printers: QuickJet - 26
PhotoSmart - 11
Standard Microphones - 15 - enough
Headsets - 4- need to order a box of 10
Webcams - 7 - should be enough for this month
Wireless keyboards - none, waiting for order from supplier
Mouses: standard - 13 - enough
wireless - 60 - overstocked, supplier sent double order

92 Remember: Do all activities in your notebook.

 Pairwork: Student B

4 From page 19

TOP-OF-THE-RANGE X56 LAPTOP PRACTICAL STUDYTOP LAPTOP

PAIRWORK
GB GB
Characteristics: Characteristics:

Reviews: Reviews:

Price: € Price: €

5 From page 23

Thursday
Job Location:
Directions:

Problem: Computers .
Job: .
Reinstall .

Friday
Job Location: Post Office
Directions: It’s opposite the library.
Problem: Lost information on computer network.
Job:  R ecover information from back-up system.
Reinstall data onto computer system.
Notes: Mrs Carter has got the password.

Remember: Do all activities in your notebook. 93

Pairwork: Student B

6 From page 27

Student A: Greet the caller and give the name of the company.

Student B: Reply and ask to speak to Jerry Gold.

Student A: Try to put the call through. Then say Jerry Gold is
unavailable and give a reason:
out on-site or on the other line or at lunch

Student B: Ask Student A if you can leave a message.

Student A: Say yes and take the message.

7 From page 31

CUSTOMER COMPLAINT FORM

Name of Company:
Customer Number:
Name of Contact Person:
Invoice Number:
Product:
Product Under Warranty: Yes No
Customer’s Complaint:

SOLUTIONS:
correct the invoice and credit the customer
offer a price reduction
offer a discount for next order
replace the item
send a technician
collect the item for repair
offer compensation

94 Remember: Do all activities in your notebook.

 Pairwork: Student B
MONDAY 22ND JANUAR
Y
8 From page 35 am - meeting: web designer
pm -
TUESDAY 23RD JANUAR
Y
am - in Manchester

PAIRWORK
pm - in Manchester
WEDNESDAY 24TH JANU
ARY
am - Software Trade Fair
pm -
THURSDAY 25TH JANUAR
Y
am - video conference
with programmers
pm -

9 From page 39

Problem 1: open settings ➞ tap storage ➞ tap each option (apps, images, videos, audio files, etc.)
delete files you don’t need
Problem 2: main menu ➞ tap phone icon ➞ type*#7353 ➞ read menu ➞ tap ‘speaker’ ➞ activate
Problem 3: g o to app store ➞ download latest version ➞ tap icon ➞ tap upload, wait ➞
follow instructions on screen ➞ activate

11 From page 47

Student A: Find out from the customer what his / her

software needs are.
TRANMORE’S SOFTWARE
REQUIREMENTS
Student B: Explain to the software vendor what you
need the software to do for your company. Your company is an electrical repair shop.
New software needs to
Student A: Find out if the buyer needs the software for i) take payments
a long time. ii) track progress of each customer’s job
iii) record and monitor changing stock levels
Student B: Explain your future plans. Ask about a iv) maintain a customer database
demonstration. Want software for a minimum of 3 years
Want to try a demo sample for 30 days
Student A: Tell the client about the free demo and
explain to him / her how to get it.
In the future will need additional modules to
expand into retail market
Student B: Ask the software vendor about support and Need 24/7 support helpline
maintenance.

Student A: Explain the assistance your company gives.

Student B: Thank the software vendor for his / her help.

Remember: Do all activities in your notebook. 95

Pairwork: Student B

12 From page 51

n g s o l u t i o n s
P ho to e di t i

Solution: Solution:

WD
S TA N D O U T F R O M T H E C R O

Solution:

Good Jobs
RECRUITMENT

Solution:

96 Remember: Do all activities in your notebook.

 Pairwork: Student B

13 From page 55

CLIENT FILE

PAIRWORK
Account number Customer (Company) Contact person Address Telephone Date of last invoice

B 349 Baxter & Co Ellen Baxter 25 Mill Street 7632916 24/9/16

D 221 Davis Computers Pat Marsh 16 Kelly Lane 2499155 31/7/16

J 905 Jobs for All Fred Calvin [Manager] 33 George Blvd 6644991 3/3/17

L 617 The Laser House Tom Sands 4 Compo Village 4545456 26/5/17

S 301 Trinity Hospital Matron Bell Medical City 6034455 16/4/17

14 From page 59

Work Order Form

Name of client
Address: 17 Mayfair St, Sydenham
Telephone number:
Number of floors:
LAN ✓ WAN

EQUIPMENT REQUIRED:
Number of workstations: Number of routers:
Number of hubs: 2 Length of cables: 250 metres

Date and time for installation: 16th February, 10.00 am

Remember: Do all activities in your notebook. 97

Pairwork: Student B

15 From page 63

Student B: Greet the client on the phone and introduce yourself.

Ask the client what he / she needs.

Student A: Tell the technician you are having difficulties installing the
Linux operating system.

Student B: Reassure the client and ask where he / she tried to

download the system.

Student A: Answer the technician and tell him what you’ve done
so far.

Student B: Find out how much free space the client has got.

Student A: Answer the technician about the free space on your drive.

Student B: Ask the client what bit version his / her computer is.

Student A: Answer the technician and explain what version your

computer is.

Student B: Explain how to re-start the computer from the BIOS.

Student A: Tell the technician the installation was successful.

Thank him / her for his / her help.

16 From page 67

RECOMMENDED RE
QUIREMENTS:
RAM: 4 GB or more
OS: Windows 7 SP1 or
newer
Graphics Card: High-quality

ACCESSORIES:
Xbox wireless cont
roller
Gear VR headset [go
ggles]

98 Remember: Do all activities in your notebook.

 Pairwork: Student B

17 From page 71

access to business applications

payment per usage

PAIRWORK
unlimited storage space
elasticity
advantages and disadvantages of public and private clouds: cost, security, control

18 From page 75

Problems Possible solutions

1. viruses 1. new anti-virus software, software updates
2. recovering data 2. backup
3. unauthorised access 3. password protection, multi-factor authentication
4. secure network 4. VPN network
5. accessing programs 5. firewall settings

19 From page 79
Job Information
Position: Software tester
INTERVIEW FORM Hours:
Name: Daniel Grey Starting salary:

Address: 18 East Circle Drive, Westford Holiday leave:

Telephone: 04-729-1156 Paid sick leave:

E-mail: dg24@jmail.com

Education: 3 secondary school university 3 vocational Software testing certification

Skills: C++, Java

Languages: English (native), French (advanced level)

Work experience: 2 years, Selby Video Games

Personality: hard-working, works well with other people, energetic, organised

Remember: Do all activities in your notebook. 99

 Writing Guide
Contents
Page
Unit 1: 102
A business card
An e-mail introducing a new employee
Unit 2: 103
An e-mail requesting a quote
Unit 3: 104
An e-mail providing ordering instructions
Unit 4: 105
A reply to a quote request
Unit 5: 106
An e-mail providing directions for a technician’s visit
Unit 6: 106
A message
Unit 7: 107
A letter of complaint
A response to a letter of complaint
Unit 8: 108
An e-mail requesting a meeting
An e-mail declining an invitation to a meeting
Unit 9: 109
A product description
Unit 11: 109
An e-mail recommending software
Unit 12: 110
An e-mail commenting on an image
Unit 13: 111
An e-mail containing requirements for a database
Unit 14: 112
An e-mail discussing network specifications
Unit 16: 112
A review of a computer game
Unit 17: 113
An e-mail giving specifications to a website host
Unit 18: 114
A memo about company cyber security
Unit 19: 115
An e-mail requesting information about a job
Writing Guide
1 A business card
1 Read the business card and answer the questions.

Alice Morton
Web Designer
56 High Street,
ISABEL Riverdale, England
WEB AND
APP DESIGN Office tel: 017365 6114789
Mobile: 077 9975 65648
E-mail: alice.m@isabel.co.uk

1. Whose business card is this?

2. What is her position?
3. What is her mobile phone number?
4. Where is her office?

2 Write a business card. Use the Writing Plan on page 86 of the Workbook.

1 An e-mail introducing a new employee

1 Read the introduction e-mail and answer the questions.

To: All Employees

From: Laura Fields
Subject: New Employee: Roy Barnes
Dear All,
As of today, we have got a new employee in the company. His name is
Roy Barnes and he will be working as a support technician. He is 23 years
old and he is from Yorkshire. His previous position was with an electronics
company near Leeds.
I’m sure we all wish Roy good luck in his new position.
Best wishes,
Laura Fields
Human Resources Assistant

1. Who is the e-mail to?

2. What is Laura’s position?
3. What is Roy’s new position?
4. Where has Roy worked?

2 Write an e-mail introducing a new employee. Use the Writing Plan and the Useful Language on page 87
of the Workbook.

102 Remember: Do all activities in your notebook.

 Writing Guide

2 An e-mail requesting a quote

1 Read the e-mail requesting a quote and answer the questions.

To: hidboffice@mail.com
From: computop@mail.net.uk
Subject: Quote request

Dear Sir,
Our company is looking for reliable suppliers of computer parts. We would
be grateful if you could send us a quote for the items listed below:
20 motherboards (type G-41)
35 hard drives (type AAC)
40 computer cases
15 CPUs (model JD-150)

WRITING GUIDE
Our payment terms are 30 days after delivery date and the delivery date
must be no later than Friday, 6th August.
Sincerely,
Robert Clark
Head of IT

1. What is Computop looking for?

2. Which sentence states the request?
3. What additional information does the writer include?
4. Who wrote the e-mail?

2 Write an e-mail requesting a quote for at least four items. Use the Writing Plan and the Useful
Language on page 88 of the Workbook.

Remember: Do all activities in your notebook. 103

Writing Guide

3 An e-mail providing ordering instructions

1 Read the e-mail providing ordering instructions and answer the questions.

To: Paul_warehousemanager@hi-tech.net.uk
From: it_department@hi-tech.net.uk
Subject: March Inventory
Dear Paul,
We have just completed the IT department’s March inventory. Please see the attached
file with the exact quantities. As you can see, 12 of the monitors are obsolete so I haven’t
included them in the final total.
We’re overstocked with microphones so we don’t need to order any of these. We’ve run
out of webcams for the helpdesk technicians. Please order another box of 20 of the IBIS
model. At the moment, we are upgrading the graphics department and we haven’t got
enough stylus pens. So please order ten of the ProFine XS300 model. As usual, we are
running low on black ink for the HD inkjet500 printers. You need to reorder a box of 30
urgently.
Would you please let me know when these items are delivered?
Many thanks,
Daniella Ellis
IT Manager

1 attachment IT inventory_March.xls

1. What is the position of the person the e-mail is addressed to?

2. Which item is no longer used?
3. What are there too many of?
4. Which item is needed immediately?

2 Write an e-mail providing ordering instructions. Use the Writing Plan and the Useful Language
on page 89 of the Workbook.

104 Remember: Do all activities in your notebook.

 Writing Guide

4 A reply to a quote request

1 Read the e-mail replying to a quote request and answer the questions.

To: anna.olsen@quickphoto.mail.uk
From: jevans@topcomp.net.uk
Subject: Quote for Computer Supplies
Dear Ms Olsen,
Thank you for your recent request regarding prices for computer supplies. Our prices are as
follows:
20 headsets – £300
30 Webcams – £480
10 gaming controllers – £180

WRITING GUIDE
40 flash drives – £200
As a new customer, we are offering you a 12.5% discount on these prices. As requested, the
goods can be sent to your offices by express delivery. We accept the 30-day payment terms
as outlined in your request for a quote.
The earliest delivery date possible is five days after you confirm your order.
We look forward to receiving your confirmation of the order and to doing business with you in
the future.
Sincerely,
Jack Evans

1. What type of shop is providing the quote?

2. Which delivery has the customer requested?
3. What does the e-mail say about payment terms?
4. What is the earliest delivery date possible?

2 
Write an e-mail replying to a quote request for computer supplies. Use the Writing Plan and the Useful
Language on page 90 of the Workbook.

Remember: Do all activities in your notebook. 105

Writing Guide

5 An e-mail providing directions for a technician’s visit

1 Read the e-mail giving directions and answer the questions.

To: Ms Green
From: Peter Rollins
Subject: Technician’s visit – 11th October

Dear Ms Green,
I’d like to confirm your technician’s visit at 9.00 on 11th October in our department
store.
The store is situated on Rose Street. When you enter the store, you will see two lifts
on your right. Our offices are on the fourth floor. Turn left when you get out of the lift.
My office is at the end of the corridor, on your right.
I look forward to seeing you then.
Peter Rollins
Shop Manager

1. When is the technician’s visit?

2. Where is the store?
3. On which floor is Peter Rollins’ office?
4. How do you get from the lift to his office?

2 
Write an e-mail confirming a technician’s visit and giving directions to the location. Use the Writing
Plan and the Useful Language on page 91 of the Workbook.

6 A message
1 Read the message below and answer the questions.

MESSAGE FOR: Neil Chester

Time: 11:25 From: Jack Sherman

Ja ck wa nted to spea k to you but you were unava ila ble. He didn’t get the softwa re he ordered.
He would like you to ca ll him a s soon a s possible. His number is 086347981.
Gra ce Hopkin s

1. Who is the message for?

2. Who is the caller?
3. What is the problem?
4. What action should the person take?
5. Who wrote the message?

2 
Write a message for a support technician. Use the Writing Plan and the Useful Language on page 92 of
the Workbook.

106 Remember: Do all activities in your notebook.

 Writing Guide

7 A letter of complaint
1 Read the letter of complaint and answer the questions.

Creston Department Store,

Linton
3rd November, 2017
Dear Sir / Madam,
We ordered six barcode scanners and 20 headsets on 21st October. The invoice number is 33947.
Unfortunately, the goods arrived later than agreed, we only received 16 headsets and one of the barcode
scanners is damaged.
Please look into this matter as soon as possible.
I look forward to hearing from you soon.
Thank you,
Richard Evans

WRITING GUIDE
Office Manager

1. What did the department store order?

2. What is the invoice number?
3. What were the problems?
4. What does Mr Evans request?

2 Write a letter of complaint. Use the Writing Plan and the Useful Language on page 93 of the Workbook.

7 A response to a letter of complaint

1 Read the response to a letter of complaint and answer the questions.

Speedy Hardware Supplies

Building 2, Moreton Industrial Estate,
Moreton
7th November, 2017
Dear Mr Evans,
Thank you for your letter of 3rd November. We apologise for the inconvenience and are sending you the
missing four headsets and a new barcode scanner to replace the damaged one.
We also regret the late arrival of the goods and are pleased to offer you a 10% discount on your next
purchase from our company. We appreciate your business and look forward to providing you with the
best service in the future.
Sincerely yours,
Lucy Peterson
Customer Service
Speedy Hardware Supplies

1. Who is the letter from?

2. Which letter does she refer to?
3. What has she done to deal with the problem?
4. What does she offer Mr Evans for future business?

2 Write a response to a letter of complaint. Use the Writing Plan and the Useful Language on page 94 of
the Workbook.

Remember: Do all activities in your notebook. 107

Writing Guide

8 An e-mail requesting a meeting

1 Read the e-mail requesting a meeting and answer the questions.

To: Programming Department

From: Ben Sanders
Subject: Meeting – 5th April
Dear All,
I would like to schedule a meeting to present the company’s plans for next
year’s new products. We’d like to hold the meeting on Tuesday, 5th April,
from 10.00 till about 12.00, in the first-floor conference room. I hope this is
convenient for you all. Please confirm your participation or let me know if
you cannot attend the meeting.
Regards,
Ben Sanders
Head of Programming

1. What is the topic of the meeting?

2. When is the meeting?
3. Where is it?
4. Do the employees of the programming department need to reply to the e-mail?

2 Write an e-mail requesting a meeting with the IT department. Use the Writing Plan and the Useful
Language on page 95 of the Workbook.

8 An e-mail declining an invitation to a meeting

1 Read the e-mail declining an invitation to a meeting and answer the questions.

To: Ben Sanders

From: Ray Carter
Subject: Re: Department Meeting – 5th April
Dear Ben,
I’ve just received your mail regarding the meeting on Tuesday, 5th April.
Unfortunately, I’ve got a previous commitment that day which I cannot
cancel. Can we reschedule for the following day – Wednesday, 6th April?
I apologise for the inconvenience.
Ray Carter

1. Who is the e-mail from?

2. Why can’t he attend the meeting?
3. When does he suggest rescheduling the meeting?
4. What does he apologise for?

2 Write an e-mail declining an invitation to attend a meeting. Use the Writing Plan and the Useful
Language on page 96 of the Workbook.

108 Remember: Do all activities in your notebook.

 Writing Guide

9 A product description
1 Read the promotional material and answer the questions.

The new Maxi 343 is one of the best smartphones in the shops today. It includes all the

The New
regular features you expect to find in a smartphone, such as a camera, speakerphone,
GPS monitoring system and office apps. The main advantage of the Maxi 343 is its long
Maxi 343 battery life – one of the most important things that phone users look for. In addition,
unlike most other smartphones in the same range, the Maxi 343 is not at all expensive.

1. What is the name of the product?

2. What features has it got?
3. Which advantage of the product is mentioned?

WRITING GUIDE
4. How does its price compare to other smartphones?

2 Write a product description for a smartphone you’d like to have. Use the Writing Plan and the Useful
Language on page 97 of the Workbook.

11 An e-mail recommending software

1 Read the e-mail and answer the questions.

To: lucy.ander@lintonbro.mail.uk
From: evemcmill@softw.net.uk
Subject: Your request for information
Dear Ms Anderson,
Thank you for your e-mail regarding software for your accounts department. We are happy to offer our
new program, SimpleAcc.
SimpleAcc is a new accounting program which makes accounting in small businesses much easier.
It is user-friendly, has got a wide range of applications and its spreadsheets are very advanced. It
contains all your accounting information, and allows you to check all your records and control your
cash flow quickly and easily.
It is possible to buy the basic SimpleAcc program and purchase add-on modules later, according to
the needs of your business. We have also got a 24-hour helpline which offers technical support.
For more information, please call me on 047 85456627.
I look forward to hearing from you,
Eve McMillan
Sales Department
Software World

1. Who is the e-mail from?

2. Why is she sending the e-mail?
3. What is the name of the program she is offering?
4. What does the program do?
5. What support does she offer?

2 Write an e-mail in response to a request for software. Use the Writing Plan and the Useful Language
on page 98 of the Workbook.

Remember: Do all activities in your notebook. 109

Writing Guide

12 An e-mail commenting on an image

1 Read the e-mail commenting on an advert image and answer the questions.

To: TomMich@art4u.net
From: Alicex@sporten.broadnet.net
Subject: Image for advertising campaign

Dear Tom,
Thank you for the image that you sent us, advertising our new range of trainers. If possible, I would
like you to make some changes.
Unfortunately, the photo isn’t very clear. Can you retouch it and make it sharper? In addition, could
you please add focus to the runner in front? It is important that we see the expression on his face.
Lastly, I’m not happy with the company logo. I’d like you to use bold colours and enlarge the font so
that it is more obvious.
If you need to discuss any of the above points, please contact me any time.
Regards,
Alice Fox
Marketing Manager
Sporten

1. What is the image advertising?

2. Why is Alice writing to Tom?
3. What is Alice’s general comment about the photo?
4. Why isn’t Alice happy with the logo?

2 Write an e-mail to a graphic artist commenting on an image for an advert. Use the Writing Plan and the
Useful Language on page 99 of the Workbook.

110 Remember: Do all activities in your notebook.

 Writing Guide

13 An e-mail containing requirements for a database

1 Read the e-mail to a database designer containing requirements for a database and answer
the questions.

To: nwal@computek.net
From: lhenry@LIA.co.uk
Subject: Brief for database

Dear Mr Walters,
Following our discussion, here is the brief for the new database for our marketing department. This
database must be able to record information regarding product types, quotes to customers and
sales figures. We should be able to access this information quickly and easily. In addition, it must
allow us to cross-reference customers and products. When we talked on the phone, I forgot to ask
you to include a function that allows us to get a customer profile based on all previous enquiries,

WRITING GUIDE
quotes, sales and complaints. After you create the schema, we will study the database and give you
feedback.
I hope the above is clear. If you have any further questions, please call me.
Regards,
Liz Henry
Sales and Marketing
LIA Electronics

1. What kind of database does Liz want Mr Walters to build?

2. What kind of information must it contain?
3. What does Liz say about accessing information?
4. What did Liz forget to ask Mr Walters when they discussed the database on the phone?

2 Write an e-mail to a database designer containing requirements for a new database for the customer
relations department of your company. Use the Writing Plan and the Useful Language on page 100 of
the Workbook.

Remember: Do all activities in your notebook. 111

Writing Guide

14 An e-mail discussing network specifications

1 Read the e-mail with specifications for setting up a network and answer the questions.

To: alittlej@emr.net
From: clivebar@itsol.com
Subject: Specifications for Network

Dear Anne,
As discussed, here are my specifications for setting up our network. We have to use a wireless
network because we would like to avoid the cost of installing cables in our offices. The network will
serve 30-40 workstations and 10 printers and they are all within a 30-metre range of the router. It is
essential that we have a reliable security system. Can you please send me a topology diagram, a list
of the equipment needed and the cost?
Please contact me if you require more information.
Regards,
Clive Barton

1. Why is Clive writing to Anne?

2. Why does Clive want a wireless network?
3. How many workstations and printers are there?
4. What does Clive request?

2 Write an e-mail with specifications for a small business network. Use the Writing Plan and the Useful
Language on page 101 of the Workbook.

16 A review of a computer game

1 Read the game review and answer the questions.

Wizarding Empires HOME REVIEWS SPECIALS ABOUT US

Wizarding Empires is an exciting, new first-person strategy game that you can play on your
console. The player has to choose which of the main characters he or she will be in order to build
the best empire. You need goggles and a motion hand-held controller to play. Wizarding Empires
is full of exciting action and it is difficult to stop playing it! The only disadvantage of the game is
its price – it is very expensive. In short, it is a great game and I really recommend it.

1. What is the name of the game?

2. What is the objective of the game?
3. What equipment do you need in order to play the game?
4. What is the disadvantage of the game?

2 Write a review for a computer game that you know. Use the Writing Plan and the Useful Language on
page 102 of the Workbook.

112 Remember: Do all activities in your notebook.

 Writing Guide

17 An e-mail giving specifications to a website host

1 Read the e-mail giving specifications to a website host and answer the questions.

To: jredwood@webmasters.co.uknet
From: ricktom@kiddywear.net
Subject: Website hosting

Dear Ms Redwood,
Our company is interested in creating a website and your website hosting services were
recommended to us. I would be grateful if you could give me some additional information.
Our company markets children’s clothes and we would like to create an online store. It is very
important that you can guarantee a high SEO across multiple search engines. We’d also like to
incorporate social media to increase brand promotion. In addition, can you include social proof
comments? Finally, it is essential that our payment gateway be 100% secure.

WRITING GUIDE
We would also appreciate any other suggestions that you might have. Please can you send us your
recommendations and quote as soon as possible?
I look forward to hearing from you.
Regards,
Richard Thomas
Head of Marketing and Sales
KiddyWear

1. Why is Richard writing to Ms Redwood?

2. What does Richard’s company sell?
3. What type of website does Richard want?
4. How does he want to ensure his website gets many visitors?
5. What does he say regarding customer payment?

2 Write an e-mail giving information to a website host for a company that sells sportswear and wants to
create a website. Use the Writing Plan and the Useful Language on page 103 of the Workbook.

Remember: Do all activities in your notebook. 113

Writing Guide

18 A memo about company cyber security

1 Read the memo about company cyber security and answer the questions.

To: All Members of Staff

From: Ed Robinson, IT dept
Subject: Company Cyber Security Policy

Dear All,
As you may know, we have recently installed new, updated antivirus software with “real-time”
protection in all our computers. This seems like a good time to remind you all of our security policy.
Our company handles a lot of sensitive data. You cannot access this data unless you have got
administrative privileges. If you need particular data and cannot access it, ask your manager for help.
In addition, you must not use social media networks or conduct personal e-mail correspondence on
work computers. Finally, you must not give your personal password to any of your colleagues.
If you have any further questions, please contact me.
Ed Robinson

1. Who is Ed Robinson?
2. What is the purpose of the memo?
3. Who can access sensitive data?
4. What does he say about the use of social media?

2 Write a memo regarding company cyber security. Use the Writing Plan and the Useful Language on
page 104 of the Workbook.

114 Remember: Do all activities in your notebook.

 Writing Guide

19 An e-mail requesting information about a job

1 Read the e-mail requesting job information and answer the questions.

To: Ian Hunter, Smart Comp

From: Ted Harris
Subject: IT Support Technician

Dear Mr Hunter,
I am writing in response to the advertisement for an IT Support Technician on JobFinder.com.
I am interested in applying for the position, but would like some further information. Does the job involve
night shifts? Are you willing to consider applications from people who have got a Computer Technician
Certification but not a university degree?
I look forward to hearing from you.

WRITING GUIDE
Yours sincerely,
Ted Harris

1. Where did Ted read about the job?

2. Is Ted thinking about applying for the job?
3. Is Ted worried about working unconventional hours?
4. Has Ted got a university degree?

2 Write an e-mail requesting more information about a job. Use the Writing Plan and the Useful
Language on page 105 of the Workbook.

Remember: Do all activities in your notebook. 115

Vocabulary Builder
1 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language in your notebook.

before page 4

COMPUTERS AND DEVICES

apps laptop server
data monitor software
hardware mouse system unit
keyboard

BUSINESS SECTORS
banking hospitality and leisure
business and retail manufacturing
education transport
health

NUMBERS
ten eighty
twenty ninety
thirty one hundred
forty five hundred

VOCABULARY BUILDER
fifty one thousand
sixty one thousand five hundred
seventy

before page 6

IT
assemble install test
check maintain troubleshoot
design operate upgrade (n)
download repair upload
give solve
input startup

JOBS
data entry operator software tester
helpdesk technician support technician
network administrator web designer
programmer

Extra!

client responsible support

company role team
over the phone skill

Remember: Do all activities in your notebook. 117

Vocabulary Builder

2 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language in your notebook.

before page 8

PARTS OF A COMPUTER
DVD drive processor (CPU)
fan RAM chip
hard drive sound card
heat sink USB port
motherboard

ADJECTIVES
advanced light slow
basic little useful
cheap loud useless
expensive narrow wide
heavy quick
large quiet

before page 10

ORDINALS
first fifth ninth
second sixth tenth
third seventh
fourth eighth

PARTS OF A COMPUTER
cable side panel
case slot
clip socket
front panel switch
power supply

VERBS
attach insert turn off
connect plug in turn on
detach remove unplug
disconnect screw unscrew

Extra!
cache I/O Adapter
desktop case Network Attached Storage (NAS)
disc controller optical drive
drive bay tower case
expansion cards

118 Remember: Do all activities in your notebook.

 Vocabulary Builder

3 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language in your notebook.

before page 12

KEYBOARD
alt key control key numeric pad
arrow keys delete key return or enter key
backspace key escape key shift key
caps lock key function keys space bar
command key modifier key tab key

PUNCTUATION SYMBOLS
and symbol colon question mark
apostrophe comma quotation marks
asterisk exclamation mark semicolon
at symbol full stop slash
brackets hyphen underscore

PREPOSITIONS / PREPOSITIONAL PHRASE

above between on
behind in the middle of over
below next to under
beside

VOCABULARY BUILDER
before page 14

PERIPHERALS
barcode scanner printer stylus pen
flash drive projector touch screen
gaming controller remote control USB charger
headset scanner webcam
microphone speakers

ORDERING
broken overstocked run low on
obsolete reorder run out of
order

Extra!
joystick page up
laser pointer QWERTY
letter keys short cut
memory stick touchpad
page down

Remember: Do all activities in your notebook. 119

Vocabulary Builder

4 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language in your notebook.

before page 16

ORDERING
delivery date payment date quality
give a discount payments quantity
goods price subtotal
invoice price per unit VAT
out of stock

PAYMENTS
account credit card
cash postage and handling
charge it shipping
cheque

before page 18

ADJECTIVES
all-in-one high-resolution slimline
built-in portable sturdy
compact powerful superfast
complicated practical top-of-the-range
dependable reliable user-friendly
ergonomic secure wide screen
flexible simple

Extra!
accessible sophisticated
compatible spare parts
convenient special offer
delivery fee specialised
place an order stocktaking
reduction supply chain
shortage warehouse

120 Remember: Do all activities in your notebook.

 Vocabulary Builder

5 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language in your notebook.

before page 20

TROUBLESHOOTING
control panel no signal message
loose connection power button
mute box volume control

VERBS
freeze reinstall
log off reopen
make sure replace
press and hold restart
reconnect shut down

before page 22

TROUBLESHOOTING
anti-virus software lose
back up password
follow instructions recover

PLACES AROUND TOWN

VOCABULARY BUILDER
airport off-site
department store on-site
entrance post office
exit reception
factory shopping centre
ground floor sports centre
library stairs
lift train station

DIRECTIONS
at the end of the corridor opposite
go straight turn left / right
on your left / right

Extra!
assist maintenance
at the traffic lights manual
breakdown performance
corrupt files problem solving
cross the road recovery
debugging reset
diagnose take the first left / right

Remember: Do all activities in your notebook. 121

Vocabulary Builder

6 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language in your notebook.

before page 24

PHONE CALLS
as soon as possible on the line
avoid professional
be careful put you through
caller remind
contact repeat
dial a number ring back
engaged speak up
extension number state
no reply wrong number

before page 26

ANSWERING CALLS AND TAKING MESSAGES

cut off out of town
deal with put you on hold
expect return your call
hang up spell that
in a meeting take a message
interrupt take down
leave a message transfer
line is busy unavailable
on holiday urgent
out of the office

Extra!
bad connection line is free
call back offer assistance
calling on behalf of speak a little more slowly
clearly take a call
end a conversation voicemail
get through Would you mind … ?
interference

122 Remember: Do all activities in your notebook.

 Vocabulary Builder

7 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language in your notebook.

before page 28

DEPARTMENTS
accounts department IT maintenance department
customer relations department sales and marketing department
human resources department

CUSTOMER SERVICE
charge hold the line
complaint opening times
customer number overcharge
damaged quote
discuss it satisfied
enquiry shipping date
get back to you

before page 30

COMPLAINTS
assist lost in the post
at our expense make a claim
check my records making a noise

VOCABULARY BUILDER
compensation missing a part
credited our account refund (n)
defect refuse
doesn’t fit return
error suggest
faulty part the wrong item
losing business under warranty

Extra!
broken financial director
customer satisfaction inappropriate
disappointed lose business
displeased managing director
dissatisfaction research and development department
feedback treatment
file a lawsuit

Remember: Do all activities in your notebook. 123

Vocabulary Builder

8 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language in your notebook.

before page 32

ARRANGING A MEETING
attend the meeting light refreshments
break make arrangements
busy pack
check your calendar participants
confirm previous commitment
convenient schedule
equipment sharp
free take place
give a presentation tied up
hold a meeting video conference

before page 34

RESCHEDULING
alternative date leave … urgently
appointment participate
arrange postpone
cancel reorganise
feel ill reschedule
get lost running late
got the dates mixed up suit
held up in a traffic jam switch

TIME
half past quarter past ten past
o’clock quarter to twenty to

Extra!
absent make it
adjourn minutes
boardroom punctual
chairperson verify
conference call vote
delay wrap up
instead

124 Remember: Do all activities in your notebook.

 Vocabulary Builder

9 Vocabulary Builder
Learn the vocabulary you need. Write the words in your language in your notebook.

before page 36

SMARTPHONE FEATURES
battery life lens
budget model mapping software
child-safe office apps
device protective case
dust-resistant remotely
feature shatterproof
good value speakerphone
GPS monitoring system water-resistant
high-quality zoom control

before page 38

SMARTPHONE APPS
activate low rates
allow navigate
appear packet data
breaking news recipient
characters settings
face-to-face share

VOCABULARY BUILDER
followers tap
foreign language translate
free tweet
keep in touch voice message
landline

Extra!
airplane mode reception
Android ringtone
charger selfie mode
contacts SIM card
display speed dial
iOS swipe
lock code voice dialing
memory expansion WiFi hotspot

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before page 40

E-MAILING
attachment malware
blind carbon copy (Bcc) mark as read
carbon copy (Cc) save draft
e-mail client signature
embed spam
filter (n) starred
folder subject
forward view
HTML format unknown sender
inbox username
junk

before page 42

INTERNET SEARCHING
advanced search ranking
browser research
cache results
combine search box
custom search engine
history site map
hit source
hyperlink term
keyword URL
narrow your search

Extra!
back arrow list-unsubscribe
blacklist POP (Post Office Protocol)
bookmark refine
discussion group search operators
domain name search settings
e-mail bounces search tools
e-mail server sign in
filter (v) worm

126 Remember: Do all activities in your notebook.

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before page 44

BUSINESS SKILLS
apply layout
brochure merge
chart personal preference
clipboard reminder
configure sort
correspondence spreadsheet
customise table
display track
enhance workbook
event

before page 46

SOFTWARE
add-on licensee
cash flow module
cloud-based payroll
copyright shareware
database subscription

VOCABULARY BUILDER
efficiency task
encode third-party program
existing trial version
fee utilities
licence vendor

Extra!
adaptive content default program
alpha software freeware
character encoding pivot table
commercial software public domain
custom slides service pack
data analysis visual presentation

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before page 48

WINDOW HOME MENU PAGE LAYOUT

file tab copy and paste columns
menu bar cut indent (v)
quick access toolbar find and replace landscape
status bar format painter page border
title bar portrait
view buttons

QUICK ACCESS TOOLBAR INSERT

redo footer
undo header
page break
screenshot

before page 50

IMAGE EDITING
adjust emphasise
background enlarge
blur layers
brightness resize
brush retouch
contrast rotate
crop shadow
dim sharpen
draft zoom in
effects zoom out

Extra!
alignment line spacing
colour palette orientation
composition page setup
compression pixel
exposure saturation
highlighting spell / grammar checker
letterhead tint

128 Remember: Do all activities in your notebook.

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before page 52

SPREADSHEETS
according to clear multiply
add descending purchase price
ascending divide subtract
autosum fill sum
average format worksheet
cell group together

CHARTS AND GRAPHS

bar chart pie chart
flow chart scatter chart
line graph

before page 54

DATABASES
balance owner schema
billing address post code service address
classification query store
criteria record (n) tech rep

VOCABULARY BUILDER
cross-reference retail title
field retrieve update (v)
null

Extra!
active cell key
array normalisation
cell reference range
entity value
function / formula bar view
index

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before page 56

BUILDING A NETWORK
backup system packet
digital subscriber line (DSL) range
Ethernet remote access
fibre optics router
high-speed set up
internal stream media
Internet Service Provider (ISP) topology
investment transmission
local area network (LAN) workstation
locate

before page 58

NETWORK EQUIPMENT
adaptors reboot
authorised shared resource
broadband subnetwork
business grade switch
firewall traffic
gateway transmission control protocol (TCP)
hub unauthorised
incoming wide area network (WAN)
Internet protocol (IP) address wireless access point
outgoing

Extra!
bridge network interface
data link network interface card
hostname port
media access control range extender
multiplexer repeater
network address translation (NAT) transceiver

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before page 60

OPERATING SYSTEMS
budget issue
bundled software modify
command line multi-task
commercially owned open source
coordinate programming language code
developer proprietary
development release
entire stable
freely available storage
Graphical User Interface (GUI)

before page 62

INSTALLING AN OPERATING SYSTEM

allocate partition
BIOS (basic input / output system) patch
bit pre-installed
component prerequisite
crash requirement

VOCABULARY BUILDER
distro run
environment screen resolution
infrastructure segment
kernel step-by-step

Extra!
batch processing error detection
bootstrap loader file-system manipulation
clustered systems real-time systems
command interpreter resource allocation
control program system boot
distributed systems system call

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before page 64

VIDEO AND SOUND

360 degrees infrared
audio clip lithium-ion battery
beam output
capability pair (v)
charging cradle playback
dongle pocket-sized
dual rechargeable
flat surface tilt
handheld virtual projection keyboard (VPK)
hands-free voice activated

before page 66

GAMING
anti-spyware software MMORPG
augmented reality (massive multiplayer online role-playing games)
dispose of motion
enrich reputable
fake reveal
first person shooter (FPS) review
flight stick scam
gadget social networking site
gaming platform virtual reality
goggles wand
involve

Extra!
artificial intelligence head-mounted display
compositing image sensor
computer-generated simulation mixer
distortion pitch
enhance stop motion
equalizer Virtual Reality Modeling Language (VRML)
exposure

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before page 68

WEBSITE HOSTING
brand payment gateway
compliant PCI
credible seamlessly
customer portal SEO (search engine optimisation)
domain social proof
feedback social share buttons
G Suite trust logo
incorporate web hosting
increase (v) website traffic
mask (v) worth

before page 70

CLOUD COMPUTING
advantage payment per usage
affordable risk (n)
bandwidth scale down
decrease (v) scale up
dependency security

VOCABULARY BUILDER
ideal self-service
manage solely
multi-users suitable
needs third-party
on-demand

Extra!
Apache e-merchant
capacity hybrid cloud
cloud storage Secure Shell (SSH) encryption
dedicated server Service Level Agreement (SLA)
deployment sign up
digital wallet virtual data centre

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before page 72

ONLINE SAFETY
adware parental control
block password protect
bulk e-mails phishing
corrupt post
ensure privacy settings
fraudulent profile
hacker risk (v)
hide suspicious
identity theft thief (thieves)
make public trick
monitor undesirable

before page 74

CYBER SECURITY
agenda multi-factor authentication
attempt penalty
aware of real-time protection
breach reassess
cyber attack recovery
e-commerce safeguard
encrypt sensitive
establish tools
gain entry to VPN (Virtual Private Network)
malicious code

Extra!
bot decoy app
closed system electronic footprint
cookie imposter
cyberbullying pharming
cybergrooming Trojan horse
cyberstalking whitelist

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before page 76

JOB APPLICATIONS
certification people skills
educational background secondary school
experience (n) team
fast-growing technologies under pressure
overtime vocational training

ADJECTIVES
confident nervous
hard-working organised
highly skilled outgoing
insecure relaxed
knowledgeable responsible
lazy shy

before page 78

JOB CONDITIONS
fire retirement benefits
hire schedule (n)

VOCABULARY BUILDER
permanent shift
recruit starting salary
retire temporary

ADJECTIVES
ambitious fast learner
creative flexible
diligent good at multi-tasking
easy-going industrious
energetic sensitive

Extra!
advanced maternity leave
application native
articulate night shift
basic parental leave
health insurance sabbatical
incentive salary slip
intermediate seasonal work
interviewee sick leave
interviewer team player

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before page 80

WRITING A CV
Bachelor’s degree formal training
career objectives graduate (v)
certificate job description
computer skills personal details
current job references
fluent

PERSONAL DETAILS
date of birth male
divorced marital status
female married
gender single

Extra!
BSc (Bachelor of Science) résumé
covering letter separated
GCSE (General Certificate of Secondary Education) spell-check
long-term suitability
MA (Master of Arts) widow
Master’s degree widower
MSc (Master of Science) with honours
qualifications

136 Remember: Do all activities in your notebook.