I 08 1

Audio script [P
P:
= Pe
Hi,
D: I'm
P: I'm
D: Rig
P: Wh
UNIT 1 Working in the IT industry
Dor
Hi, I'm Karl. I'm a software developer. I design D: I w<
a n d develop c o m p u t e r games. T h a n k y o u . \V01
[ N = Natasha; K = K h a l i d ]
Good afternoon everyone, I'm Heba. I'm a P: Sot
1 N: H i , m y n a m e ' s N a t a s h a .
system analyst. I solve c o m p u t e r problems. D: Its
K: P l e a s e d t o m e e t y o u . I ' m K h a l i d A l i .
Nice t o meet y o u all. P: Anc
N: P l e a s e d t o m e e t y o u , t o o .
Hi, M y name's Wojtek. I'm a database D: It fi
[P = P h i l l i p ; A = A h m e d ]
administrator. I analyse and present data. P: We
2 P: G o o d m o r n i n g . W h a t ' s y o u r n a m e ?
Thank you. Apf
A: I ' m A h m e d . A n d y o u are?
am
P: M y n a m e ' s P h i l i p . N i c e t o m e e t y o u .
bre
[T = T i m ; A = All; I = Ingrid; L = Linda]
D: Tha
3 T: H i e v e r y b o d y , t h i s is I n g r i d . [A = A h m e d ; B = Betty; M = Milo]
P: Ho
A: H i ! A: W h e r e d o y o u w o r k , B e t t y ?
D: You
T : I n g r i d , t h i s is A h m e d , L i n d a , M o h a m m e d B: I w o r k f o r D e l l i n D u b a i . W h a t a b o u t y o u ?
and Mansoor. A: I w o r k f o r HP i n B u d a p e s t . W h a t d o y o u d o , 1 * 9
I: N i c e m e e t i n g y o u a l l . Milo?
L: L i k e w i s e . M : I'm a software developer. I w o r k for 1 7.05

T: W e l c o m e t o t h e t e a m a n d g o o d l u c k . M i c r o s o f t i n Prague. 2 6.45
B: M i l o , d o y o u k n o w F r i d a ? 3 8o'
M : Yes, I d o . W h a t d o y o u w a n t t o k n o w ? 4 10V
B: W h e r e d o e s s h e w o r k ?
[Ka = K a t h r y n ; K = Karim] 5 4.35
M : She w o r k s w i t h m e i n P r a g u e . She d e s i g n s
Ka: K a r i m , w h a t d o y o u d o ? 6 2.15
K: I ' m a n e t w o r k a d m i n i s t r a t o r . W h o d o y o u websites for E-commerce.
7 12 c
w o r k for? A: I see. R i g h t , let's go. T h e w o r k s h o p s t a r t s i n
five m i n u t e s . 8 9.5(
Ka: I w o r k f o r CISCO. I ' m a s y s t e m a n a l y s t t h e r e .
W h e r e are y o u f r o m , K a r i m ?
K: I ' m f r o m K u w a i t . I w o r k f o r M i c r o s o f t t h e r e .
1 Where do y o u work? 1 Itfi
A n d w h e r e are y o u f r o m , K a t h r y n ?
Ka: I ' m f r o m t h e U K b u t n o w I l i v e i n Qatar. D o 2 W h a t about you? 2 It ei
y o u k n o w w h e r e Glenda's from? 3 W h a t d o y o u do? 3 It st
K: She's f r o m t h e US. 4 What do y o u want to know?
Ka: A n d w h a t ' s h e r j o b ? 5 Where does she w o r k ?
K: She w o r k s f o r I B M . H e r j o b is t o set u p n e w
systems.

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

70 Audio script
 Q8 11

[P = Penelope; D = Don] [A = Andrei; B = Bob]

P: H i , D o n . H o w are y o u ? A: B o b , c a n y o u h e l p m e , please?
D: I ' m fine, t h a n k s , P e n e l o p e . A n d y o u ? B: Sure.
P: I ' m OK. B i t t i r e d f r o m t h e f l i g h t . A: I d o n ' t u n d e r s t a n d t h i s a c r o n y m . W h a t d o e s
D: Right. it s t a n d for?
P: What w o r k s h o p do y o u w a n t to a t t e n d today, B: L e t m e see. W 3 . I ' m n o t s u r e . M a y b e W W W ,
Don? the W o r l d W i d e Web.
D: I w a n t t o go t o t h e CISCO n e t w o r k s e c u r i t y A: OK. W h a t d o e s P2P s t a n d for?
workshop. B: It s t a n d s f o r p e r s o n - t o - p e r s o n .
P: S o u n d s i n t e r e s t i n g . W h a t t i m e d o e s i t s t a r t ? A: OK. W h a t d o e s IP m e a n ?
D: It s t a r t s at 9.15. B: It m e a n s I n t e r n e t P r o t o c o l .
P: A n d w h e n d o e s i t f i n i s h ? A: How do y o u spell 'Protocol'?
D: It f i n i s h e s at 4.00 i n t h e a f t e r n o o n . B: p - r - o - t - o - c - o - 1 .
P: W e l l , I w a n t t o a t t e n d t h e M i c r o s o f t W i n d o w s A: Thanks.
A p p l i c a t i o n s w o r k s h o p . It b e g i n s at 8.30 B: You're welcome.
a m a n d e n d s at 6.00 p m . B u t t h e y h a v e t w o
b r e a k s , at 10.30 a n d 12.45.
D: T h a t ' s g o o d . a h j k
P: H o p e y o u e n j o y y o u r s e s s i o n . b c d e g p t v z
D: Y o u t o o . See y o u a r o u n d . f 1 m n s x z
iy
* 9
o
1 7.05 q u w
2 6.45 r
3 8 o'clock
4 10.45
UNIT 2 Computer systems
5 4.35
6 2.15
[B = Bob; D = Daisy]
7 12 o ' c l o c k
B: W h a t d o y o u t h i n k ? W h i c h l a p t o p is b e t t e r
8 9.50
f o r t h e sales t e a m ?
D: I'm n o t sure. T h i s c o m p u t e r has a bigger
I Oio |
m e m o r y a n d I t h i n k i t has a b e t t e r processor.
1 It f i n i s h e s at 5.00. B: A n d t h e o t h e r one?
2 It e n d s at 8.00. D: W e l l , i t is s m a l l e r .
3 It s t a r t s at 6.00. B: A n d lighter.
D: Yes, y o u ' r e r i g h t . L i g h t e r a n d s m a l l e r .
B: B u t t h e b i g g e r o n e is c h e a p e r .
D: So w h a t is o u r d e c i s i o n ?
B: I ' m n o t s u r e . L e t ' s go f o r a coffee a n d d i s c u s s
this again.

Audio script 71
 1 lighter [P = P a u l ; B = B r i n i t h a ] 1 Ho^
2 m o r e efficient P: H i , B r i n i t h a . 2 Wh
B: H i , P a u l . 3 Ho\
3 longer
P: H o w ' s i t going?
4 wider
B: Fine, f i n e .
5 heavier
P: W h a t are y o u d o i n g at t h e m o m e n t ?
6 faster 1 30,(
B: O h , I ' m i n s t a l l i n g N e r o .
7 darker P: H o w are y o u g e t t i n g on? 2 700
8 softer B: Well, I'm setting u p a n e t w o r k . I'm using 3 10,(
9 harder M i c r o s o f t Server. 4 100
10 more durable P: R i g h t . W h e r e is J a c k i e t o d a y ? D o y o u k n o w ? 5 80,(
B: Yes. She is o n a t r a i n i n g c o u r s e t o d a y . She's
learning a b o u t the new database system. UNIT
P: What about M a r y and Imran? Where
[T = T i m ; S = Simone]
are t h e y ?
T: What do y o u t h i n k about these three p h o t o
B: T h e y aren't c o m i n g in today. T h e y have a
imaging packages?
d a y off.
S: It's a d i f f i c u l t c h o i c e . A l l t h r e e are v e r y g o o d
but t h e y have different strengths. T:
T: I agree. C:
S: Serif I m a g e Plus has t h e b e s t i m a g e 1 W h a t are y o u d o i n g now?
correction. 2 Are they setting up the network? T:
T: OK. 3 She's w o r k i n g at h o m e t o d a y . C:
S: B u t M a g i c E x t r e m e h a s t h e fastest 4 I'm not installing the software.
p r o c e s s i n g of i m a g e s .
5 We're n o t using Word.
T: Y o u ' r e r i g h t . A l s o , Serif h a s t h e b e s t s p e c i a l
effects. B u t w h a t a b o u t Snap Pro?
S: W e l l , i t has t h e b e s t d u b b i n g o p t i o n s .
UNIT 3 Websites
T: A n d Snap Pro is t h e b e s t f o r b u r n i n g p h o t o s .
S: I ' m n o t s u r e . Serif h a s t h e m o s t e f f i c i e n t
1 W h i c h w e b s i t e s d o y o u use?
compression.
T: W h i c h is t h e m o s t e x p e n s i v e ? 2 W h y do y o u use Wikipedia?
S: O h , Serif I m a g e P l u s . 3 W h a t d o y o u u s e C N N for? s-
T: A n d t h e cheapest? 4 W h e n d o e s s h e u s e CNN? C: OK
S: Snap P r o . T: No
T: Let's get Snap P r o t h e n . the
S: I'm still n o t sure! [S • S a r a h ; G = G e o r g e ] C: Ba
S: G e o r g e , I n e e d s o m e i n f o r m a t i o n a b o u t o u r T: OK
website. CO

1 We've got the best software. G: OK, w h a t d o y o u n e e d t o k n o w ? bu

S: W e l l , I n e e d s o m e i n f o r m a t i o n a b o u t w e b s i t e to
2 Does it have t h e m o s t reliable a n t i - v i r u s
traffic, y o u know, external visits t o o u r C: Go
software?
website. Th
3 She has t h e c h e a p e s t c o m p u t e r .
G: OK. T: No
4 T h e y haven't got the latest version.
S: C o u l d y o u d o a r e p o r t f o r me?
5 D o y o u h a v e t h e fastest processor? 1 0 24
G: Sure. W h e n d o y o u n e e d i t b y ?
6 Has i t g o t W i n d o w s ? S: Er, t o m o r r o w m o r n i n g , I ' m a f r a i d . It's f o r t h e 1 Cou
7 T h e y have t h e latest software. finance director. 2 Pie
8 It has t h e b i g g e s t s c r e e n . G: OK, w h a t d o y o u n e e d t o k n o w e x a c t l y ?
3 Wo
S: W e l l , t h e n u m b e r of v i s i t o r s t o o u r w e b s i t e
4 Pie
last m o n t h , t h e i r m o v e m e n t s a n d actions o n
the website, and where they're from. 5 Pie
G: OK, I c a n d o t h a t .
S: T h a n k s v e r y m u c h i n d e e d .

72 Audio script
 O 21 Q 25

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

2 W h e r e d o t h e y go o n t h e w e b s i t e ? I: R i g h t , t h e f i r s t s t e p i n t h e p r o c e s s is y o u
gather the raw data w h i c h y o u want to
3 How long do they spend on the website?
p r o c e s s . T h a t ' s c a l l e d c o l l e c t i o n . OK?
Q 22 C: Yes, d a t a c o l l e c t i o n .
I: G o o d . T h e s e c o n d s t e p is y o u c r e a t e
1 30,000
categories t o organise the data i n t o relevant
2 700,000 g r o u p s . We c a l l t h a t s o r t i n g . U n d e r s t o o d ?
3 10,000,000 C: Sorting, right.
4 100,000 I: T h e n we arrange a n d systemise the data.
5 80,000 That's coding. Got that?
C: Yes, I t h i n k so. T h e t h i r d s t e p is c o d i n g .
I: After that, we enter the data into a system.
UNIT 4 Databases
That's entry.
0 23 C: OK.
I: Then, we clean the data and double-check
[C = C h r i s ; T = T i m ]
for faults a n d inconsistencies. That's t h e
C: T i m , c o u l d y o u h e l p m e a m o m e n t , please?
v a l i d a t i o n p a r t of t h e p r o c e s s .
T: Sure. W h a t ' s t h e p r o b l e m ?
C: Fine. V a l i d a t i o n .
C: I need some i n f o r m a t i o n about a b o o k
I: F i n a l l y w e f o r m a t a n d a r r a n g e t h e d a t a so
budget from the database.
that it can be analysed. That's tabulation. A l l
T: OK.
right?
C: B u t I d o n ' t k n o w h o w t o get i t .
C: Thanks very much.
T: No p r o b l e m .
I: No problem.
C: So w h a t d o I d o f i r s t ?
T: Enter y o u r name and p a s s w o r d a n d press 26
enter.
C: E r m . . . ? 1 entry
T: You h a v e g o t a p a s s w o r d ? 2 collection
C: E r m , I c a n ' t r e m e m b e r i t . 3 tabulation
T: Use m i n e . T y p e i n t e v a n s , t h a t ' s 4 validation
t - e - v - a - n - s , t h e n snavet 5 sorting
s - n - a - v - e - t .
6 coding
C: OK.
i gather
T: N o w p r e s s Enter. N o w w h a t is t h e n a m e of
the book? 8 create
C: Basic French. 9 arrange
T: OK. T y p e i n t h a t i n t h e t i t l e f i e l d i n t h e f i r s t 10 enter
c o l u m n . N o w Press F i n d . T h e r e i t is. OK, 11 d o u b l e - c h e c k
budget. Click o n Publishing and scroll d o w n 12 f o r m a t
t o P l a n t Costs a n d c l i c k o n t h a t .
C: G o o d . T h e r e ' s t h e b u d g e t i n t h e s e c o n d r o w . fjl 27
Thanks, Tim.
1 emerging technology
T: N o p r o b l e m .
2 cloud computing
3 data storage
4 hard drive
1 C o u l d y o u h e l p m e please?
5 external drives
2 Please c o u l d y o u h e l p me?
6 back-up providers
3 Would y o u help me w i t h this software?
4 Please c o u l d y o u e x p l a i n h o w t o d o t h a t ?
5 Please w o u l d y o u g i v e m e y o u r p a s s w o r d ?

Audio script 73
 [T = T i m ; S = Sandy] 1 open an account *34
T: Sandy, c o u l d y o u g i v e m e s o m e a d v i c e o n 2 go t o t h e c h e c k - o u t
storage devices? [ A = Ag;
3 p u t an i t e m in t h e basket
S: Sure. H o w c a n I h e l p ? A: Hi. I
4 browse the website
T: I ' m a b i t w o r r i e d a b o u t m y c o m p u t e r are
5 choose an i t e m K: I'm
at h o m e .
S: Right. 6 check the order A: Fine
T: I've g o t l o t s of m u s i c a n d p h o t o s o n m y K: I'm l
computer and I think I should back t h e m up. A: Tha
S: I know what y o u mean. 1 T h e c o m p a n y w o n ' t p r o v i d e I n t e r n e t access K: S o n
T: What s h o u l d I buy? to all employees. A: 1 wa
S: I'd r e c o m m e n d an e x t e r n a l h a r d d r i v e . That's 2 I'll do the security checks and then upgrade adv
w h a t I've g o t a t h o m e . H o w m u c h c a n y o u this week. pro
spend? mar
3 W h e n will y o u finish the work?
T: $200. K: Tha
4 Yes, I w i l l .
S: T h a t s h o u l d be fine. You s h o u l d be able t o that
5 No, she w o n ' t .
get s o m e t h i n g g o o d f o r t h a t . O h , o n e t h i n g : A: Goc
I ' d r e a l l y r e c o m m e n d y o u get o n e t h a t b a c k s K: I'd i
up automatically from your computer when E-cc
it is c o n n e c t e d . [ M = Monika; S = Shayan] A: OK.
M: Shayan, can y o u explain h o w a c u s t o m e r K: I'll j
completes an online transaction? rec(
UNIT 5 E-commerce
S: OK, i t ' s v e r y easy. F i r s t , t h e c u s t o m e r w i l l A: Oh,
p l a c e a n o r d e r . T h e seller's w e b s e r v e r w i l l rea<
c o n f i r m a v a i l a b i l i t y of t h e p r o d u c t a n d s e n d K: I n t
[I = Interviewer; D = David] a response. After that, the customer checks Let
I: D a v i d , t e l l m e , h o w m u c h of y o u r b u s i n e s s is out and completes the payment instructions.
online now? T h e n the server w i l l send a payment request 1 0 35
D: N o t m u c h , really. O n l y a b o u t 7%. t o a p a y m e n t gateway. T h e p a y m e n t g a t e w a y
I: Why's that, do y o u think? 1 mot
will check the buyer's ability to pay w i t h the
D: W e l l , m o s t of o u r c u s t o m e r s b u y o u r b a n k . OK? 2 rept
cleaning products in supermarkets w h e n M : Fine. Go o n . 3 brid
they b u y their food. A n d most people S: T h e b a n k w i l l r e s p o n d a n d s e n d p a y m e n t 4 rout
g o o u t t o b u y t h e i r f o o d . T h e y go t o t h e acceptance o r r e j e c t i o n t o t h e seller's 5 gate
supermarket. w e b s e r v e r t h r o u g h t h e p a y m e n t gateway. 6 swit
I: Do y o u t h i n k t h i s w i l l change? Finally, t h e c u s t o m e r w i l l r e c e i v e t h e s e r v e r 7 hub
D: P r o b a b l y b u t slowly. Last year o u r o n l i n e response w i t h the order confirmation or
8 wire
b u y i n g w a s a b o u t 5% of o u r b u s i n e s s . rejection.
I: So, i t is g r o w i n g a l i t t l e . 9 acce
M: W i l l t h e c u s t o m e r have t o register?
D: Yes, b u t o n l y a l i t t l e . A n d i n f u t u r e o u r S: Yes, a l l b u y e r s m u s t h a v e t h e i r a c c o u n t s
customers will still buy our products from before t h e y c o m p l e t e the transaction.
the supermarkets o n their websites. I don't M: Thank you. Now I understand.
t h i n k t h e y w i l l b u y online f r o m us direct.

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

74 Audio script
UNIT 6 Network systems O 36

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

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

Audio script 75
1 77 k i l o b i t s p e r s e c o n d 1 Have y o u r u n the c o m p u t e r in the battery
2 5 megabytes a second mode?
3 2 gigabytes per m i n u t e 2 H o w l o n g h a v e y o u h a d t h e iPad?
4 250 m e t r e s 3 Have y o u charged the battery?
5 40 feet 4 Has h e o p e n e d t h e file?
5 Has s h e e n t e r e d h e r u s e r n a m e a n d
UNIT 7 IT support password?
6 Have t h e y changed the Internet Service
041 Provider?
[H = Haider; M = M a r y a m ] 7 H a v e y o u c h e c k e d t h e r e m a i n i n g d i s k space?
H : H e l l o , I T H e l p Desk. 8 Have y o u installed or uninstalled software
M : H i , t h i s is M a r y a m f r o m H u m a n R e s o u r c e s . recently?
H : H i , t h i s is H a i d e r . H o w c a n I h e l p y o u , 9 Has D i l l i p u p d a t e d t h e d r i v e r s r e c e n t l y ?
Maryam?
M : I s w i t c h e d m y c o m p u t e r off y e s t e r d a y a n d 0>44
today I can't t u r n it on. Customer 1
H : W h a t t y p e of c o m p u t e r d o y o u h a v e ? Today is 5 May. Please leave your message after
M : I ' m n o t s u r e . It's a d e s k t o p c o m p u t e r . the tone.
It w o r k e d f i n e y e s t e r d a y . H i . M y n a m e is B o l e k . I've r e c e i v e d a W o r d File
H: D o n ' t w o r r y . Have y o u checked t h e cable b u t i t w o n ' t o p e n i n Office. C a n y o u h e l p ?
connections? M y c o n t a c t n u m b e r is 050 444 5553. T h a n k y o u .
M : N o , I h a v e n ' t . I c a n see s o m e c a b l e s b u t I Thank you for your call. The service person
d o n ' t k n o w w h i c h c a b l e goes w h e r e . is Alex.
H: M a k e s u r e a l l c a b l e s are t i g h t a n d f u l l y
plugged in. Customer 2
M : O k , g i v e m e a sec. O h , I t h i n k I've f o u n d t h e Today is 16 June. Please leave your message after
p r o b l e m . I h a v e o n e c a b l e t h a t is u n p l u g g e d . the tone.
It's t h e p o w e r c a b l e . W h e r e d o e s i t go? H i , m y n a m e is Sara. I've l o s t a file t h a t I o p e n e d
H: T h e p o w e r c a b l e s h o u l d go i n t h e t h r e e - f r o m a n a t t a c h m e n t . Please h e l p .
pronged port on the computer. M y c o n t a c t n u m b e r is 055 8214328. T h a n k y o u .
M : OK, d o n e . Let m e t r y n o w . It's w o r k i n g fine. Thank you for your call. The service person
S o r r y a b o u t t h a t . S t u p i d of m e . is James.
H: M a y b e t h e c l e a n e r s d i s c o n n e c t e d y o u r PC
b y m i s t a k e last night. Customer 3
M: Maybe. Good, we've solved the problem. Today is 13 July. Please leave your message after
T h a n k y o u , Haider. the tone.
H: Y o u ' r e w e l c o m e . H a v e a g o o d day. H e l l o , m y n a m e is S y l v i a . I've d e l e t e d s o m e files.
M: You too. Can I recover them?
M y c o n t a c t n u m b e r is 050 7895421. T h a n k y o u .
042
Thank you for your call. The service person
1 checked is Mahmoud.
2 switched
3 unplugged
4 worked
5 disconnected
 047

1 reversible ratchet driver 1 How can I help you?

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

Audio script 77