Page 35 ex. 5, 6, 7, 8, 9

 Working With Vocabulary

 

5. Listen and repeat the words in colour. Then choose the correct answer.

1. b. reschedule

2. b. cancel 

3. a. suit 

4. b. 

6. Listen and repeat the words and phrases in colour. Then match A to B to form sentences.

1. Let’s look for an alternative date …

   c. that’s convenient for everyone.

2. Michael is on the phone and needs directions because …

   d. he has got lost again!

3. Diana Michaels is held up in a traffic jam because …

   f. there was an accident on Central Road.

4. Mr Kelly had to leave the office urgently because …

   a. his daughter felt ill.

5. Greg came for his appointment with the network administrator on the wrong day because …

   b. his assistant got the dates mixed up.

6. We’ll have to start the meeting at 2.30 instead of 2.00 because …

   e. the head of our software department is running late.

    

   7. Listen and repeat the phrases in colour. Then match the clocks to the correct times.

   a → 3. It’s five o’clock. 

   b → 1. It’s half past two. 

   c → 4. It’s quarter to six. 

   d → 6. It’s twenty to seven. 

   e → 5. It’s ten past nine. 

   f → 2. It’s quarter past eight.

    

   8. Look at the clocks and write the times.

   1. It’s quarter past ten.

   2. It’s twenty to four.

   3. It’s ten past five.

   4. It’s half past twelve.

   5. It’s ten to six.

   6. It’s twenty‑five past four.

   
   

   9. Complete the text messages with the words below. 

1) James, I apologise for the inconvenience, but can we postpone the software testing from Tuesday to Wednesday, please?

2) Sorry I’m running late for our meeting. I’m held up in a traffic jam on the main road into town.

3) I’ve left you a list of meetings I’ve got this week. Can you please reorganise my schedule to fit these meetings in?

4) Your dentist called. She’s very sorry, but she has to cancel your appointment today as she feels ill. Please call to arrange a new one.

Page 34 Ex. 2

 Rescheduling Meetings

 

Exercise 2: Chose the best response

1- 

     B. Hello, Mark. What can I do for you?

2- 

     A. Oh, I’m sorry to hear that.

3- 

    B. Certainly. Let’s look at the calendar.

4-

    A. I won’t be available on that day. I’ll be busy with staff training.

5- 

    B. I’ve got a staff meeting in the afternoon, but I’m free in the morning.

6-

   A. Yes, I'll write in my diary

Diàleg

 

LUIS- Hello, this is Luis from NextWave Laptops. How can I help you?

LEO- Hello. I’m Leo, I bought a laptop here last week, and it’s already giving me problems.

LUIS- I’m sorry to hear that, Leo. What kind of issues are you experiencing?

LEO-  The laptop keeps overheating, and it randomly shuts down while I’m working. I didn’t expect that from a brand‑new device

LUIS- That definitely shouldn’t be happening. Have you noticed if it happens during specific tasks, like gaming or running heavy software?

LEO- Not really. It even happens when I’m just browsing the internet

LUIS- I understand. Let me check your purchase and run a quick diagnostic. If it’s a hardware issue, we can replace it or repair it under warranty.

LEO- Honestly, I’d prefer a replacement. I need a reliable laptop for work.

LUIS- That’s completely reasonable. If the diagnostic confirms the defect, we’ll arrange a replacement right away.

LEO- Thanks, call me when It's all finished. Have a good day.

LUIS- You too, Leo. Good bye.

Vocabulary Builder

 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

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

Adjourn

Boardroom

Chairperson

Conference call

Delay

Instead

Make it

Minutes

Punctual

Verify

Vote

Wrap up

UNIT 7 - PAGE 31 EX 4-8

4.

1. Thank you for calling. I'll be happy to assist you again in the future.

2. I don't know what to do. What do you suggest?

3. I can't remember exactly what you ordered. I'll check my records.

4. The order hasn't arrived yet. It must be lost in the post.

5.

1. Yes

2. No

3. No

4. Yes

5. No

6. Yes

6.

1. If the product is in its original box, I can give you a full refund.

2. I want compensation for the inconvenience you have caused me.

3. We finally found what was causing the problem. It was a faulty part.

4. There's a lot of competition in this area, so our company has been losing business.

5. Check the fan. It's making a noise.

6. This part doesn't fit where it's supposed to.

7.

1. Relations representative

2. Relations representative

3. Costumer

4. Relations representative

5. Costumer

6. Relations representative

7. Costumer

8. Costumer

8.

1. Timothy Moors tried to return a smartphone.

2. It is no longer under warranty.

3. I refuse to give him

4. give him a refund

5. or a compensation

6. He would make a claim with Head Office

UNIT 7 - PAGE 29 EX 5-7

 

5.

1. IT maintenance department

2. customer relations department

3. sales and marketing department

4. accounts department

5. human resources department

6.

1. discuss it

2. satisfied

3. charge

4. get back to you

5. damaged

6. opening times

7. hold the line

7.

1. customer number  - f. a reference assigned to each customer by a supplier

2. quote - d. the estimated cost for a job or service

3. enquiry - a. a request for information

4. overcharge - b. charge too high a price for a product or service

5. shipping date - e. the date a customer's order leaves the supplier

6. complaint - c. a statement that something is unsatisfactory

UNIT 7 - VOCABULARY

 

DEPARTMENTS

accounts department - departament de comptabilitat

customer relations department - departament de relació al client

human resources department - departament de R.R.H.H

IT maintenance department - departament de manteniment informàtic

sales and marketing department - departament de vendes i màrqueting

CUSTOMER SERVICE - SERVEI D'ATENCIÓ AL CLIENT

charge - cobrar                                                hold the line - mantenir la linia

complaint - quiexar-se                                    opening times - horaris d'obertura

customer number - número de client              overcharge - cobrar de més

damaged - danyat                                            quote - pressupost

discuss it - debatre                                          satisfied - satisfet

enquiry - consulta                                           shipping date - data d'enviament

get back to you - Et faré saber

COMPLAINTS - QUEIXES

assist - assistir                                                                lost in the post - extraviat

at our expense - a càrrec nostre                                     make a claim - fer una reclamació

check my records - revisa els meu registres                  making a noise - fer un soroll

compensation - compensació                                         missing a part - falta una peça

credited our account - acreditat el nostre compte          refund - reemborsament

defect - defecte                                                               refuse - refusar

doesn't fit - no encaixa                                                    return - retornar

error - error                                                                     suggest - suggeriment

faulty part - peça defectuosa                                          the wrong item - article equivocat

losing business - perdre negocis                                    under warranty - sota garantia

EXTRA

broken - trencat                                                        financial director - director financer

customer satisfaction - satisfacció del client            inappropiate - inapropiat

dissapointed - decebut                                              lose business - perdre negocis

displeased - descontent                                            managing director -  director general

dissatisfaction - insatisfacció                             research and development department - departament I+D

feedback - suport                                                     treatment - tractament

file a lawsuit - presentar uns demanda

Listening Page 25

 

Page 25 EX. 5 - 8

Exercici 5

1. She did a good job

2. The sho must be closed

3. I will be careful

4.  She must be busy

5. There's a caller on the phone

6. I can't hear you very well

Exercici 6

1. Can you repeat that please?

2. You need to contact her immediately

3. I'll put you thorugh Mr. Wright now

4. You've got the wrong number

5. To dial a number abroad, put an 01 before the number

6. My new extension number will be 8015

7. State the name of the company

Exercici 7

1. I need to s'eak to Betty as soon as possible.

2. Can you ask Mrs Ford to ring back tomorrow?

3. I've got a client on the line

4. Try to avoid speaking too loudly on the phone.

5. Can you remind Ms Burns...

Exercici 8

1. If there's no reply from his office phone, he's problably working off-site. a.

2. Miss Scott is on the line for you. She needs to place an order. e.

3. Avoid letting the phone ring a lot. Answer it quickly. f.

4. They've tried to contact you several times, so call them as soon as possible. c.

5. Before you dial the number, press for an outside line. d.

6. His line is engaged, so I'll phone him later. b.

Page 27 EX. 5 - 8

 

 Exercice 5

1- out of town

2- out of town

3- on holiday

4- take down

5- cut off

6- take down

7- put you on hold

8- take a message

9- leave a message

Exercice 6

1- line is busy

2- spell that

3- interrupt

4- out of the office

5- return your call

Exercice 7 

1-e

2-c

3-d

4-a

5-b

Exercice 8

1- in a meeting

2- left

3- urgent

4- deal with

5- return

6- took down

Vocabulary Unit 6

 

Phone calls:

as soon as possible – tan aviat com sigui possible

 avoid –evitar 

be careful – vés amb compte 

caller – persona que truca 

contact – contactar 

dial a number – marcar un número 

engaged – ocupat (línia) 

extension number – número d’extensió 

on the line – en línia 

professional – professional 

put you through – passar la trucada 

remind – recordar 

repeat – repetir 

ring back – tornar a trucar 

speak up – parlar més fort 

state – indicar / dir 

no reply – no respon 

wrong number – número equivocat

Answering calls and taking messages:

cut off – tallar-se la trucada 

deal with – gestionar / tractar 

expecting – esperant (una trucada) 

hang up – penjar 

in a meeting – en una reunió 

interrupt – interrompre 

leave a message – deixar un missatge 

line is busy – la línia està ocupada 

on holiday – de vacances 

out of the office – fora de l’oficina 

out of town – fora de la ciutat 

put you on hold – posar en espera 

return your call – tornar la trucada 

spell that – lletrejar això 

take a message – prendre un missatge 

take down – apuntar 

transfer – transferir la trucada 

unavailable – no disponible 

urgent – urgent

Extra!

bad connection – mala connexió 

call back – tornar a trucar 

calling on behalf of – trucant en nom de 

clearly – clarament 

end a conversation – acabar una conversa 

get through – aconseguir contactar 

interference – interferències l

ine is free – la línia està lliure 

offer assistance – oferir ajuda 

speak a little more slowly – parlar una mica més a poc a poc 

take a call – agafar una trucada 

voicemail – bústia de veu 

Would you mind – et faria res…

Working with Vocabulary

 5. Listen and repeat the words in colour. Then copy and complete the sentences.

1_ It's important to follow the instructions when you assemble a computer. That way, you won't make any mistakes.

2_ Make sure you back up your data every day, in case you get a virus.

3_ You need to install antivirus software to protect the system.

4_ Invent a new password with 10 letters and numbers.

5_ If the computer crashes when you're working on something, you may lose all your information,

6_ The file has probably been deleted, but let me see if I can recover it.

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 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.

4_ Pay for your car parking at the entrance / exit when you leave.

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

1_ Post office

2_Train station

3_ Library

4_ Sports centre

5_ Factory

6_ Airport

7_ Department store

8_ Shopping centre

8. Listen and repeat the words and phrases in colour. Then match each sentence to the correct picture.

1_ Room 333 is opposite the toilet. G

2_ Go straight. A

3_Turn left. B

4_ Turn right. D

5_ Room 333 is on your left. E

6_ Room 333 is on your right. F

7_ Room 333 is at the end of the corridor. C

9. Match A to B to form sentences.

    A

1_ You need to run a virus ... . H

2_ My office is at the end of the ... . D

3_ The office building is on your ... . A

4_ I'll meet you outside the sports ... . G

5_ My sister works at the post ... . B

6_ The library is next to the train ... . F

7_ Just insert the disc and follow the ... . C

8_ At the end of the day, make sure you do a ... . E

    B

a_ left                                    e_ backup

b_ office                                f_ station

c_ instructions                       g_ centre

d_ corridor                             h_ scan

5 - Troubleshooting EX: 5, 6, 7, 8

 5. Listen and repeat the words in colour. Then copy and complete the sentences.

1_ You use the power button to switch the computer on.

2_ You use the volume control to turn the sound up or down.

3_ I think there's a loose connection in the switch. Sometimes it works and sometimes it doesn't.

4_Go to the control panel and click on the sound icon, then click on internal speaker.

5_ If you select the mute box, you won't be able to hear anything.

6_ A no signal message means the computer is not connected to the monitor.

6. Listen and repeat the words in colour. Then choose the correct words.

1_ You have to log off / press and hold the control key and P to print.

2_ To reinstall / restart the computer, try pressing the power button again.

3_ Before you open the computer case, make sure / reconnect to switch off the power supply.

4_ Every so often, the computer freezes / reopens. It just stops in the middle of what you're doing.

5_ The graphics card is broken. You'll have to replace / shut down it.

7. The words and phrases in bold are in the wrong sentences. Write the sentences correctly in your notebooks.

1_ You should reinstall your e-mail account when you're finished. Log off

2_ My computer went for repair and now I must reconnect some programs. Reinstall

3_ Now, the fan isn't working. I have to shut down the case. Reopen

4_Check the cable and then log off the mouse to the keyboard. Reconnect

5_ At the end of the week, please reopen all the computers in the office. Shut down

8. Choose the correct answer.

1_ The reason you can't hear anything is because you have selected the ... .

a. Control panel

b. Power button

c. Mute box

2_ If you want the music louder, turn it up using the ... .

a. Loose connection

b. Volume control

c. No signal message

3_ Before you close the file, ... you save all the changes you have made.

a. Make sure

b. Shut down

c. reconnect

4_ The monitor wasn't working, so we ... it with a new one.

a. Reinstalled

b. Replaced

c. Reopened

5_ If you ... these three keys, you will be able to shut down the computer.

a. Press and hold

b. Log off

c. Restart