Unit 8 - IT Solutions

1. HUE UNIVERSITY
UNIVERSITY OF FOREIGN LANGUAGES
Department of English for Specific Purposes
Course name : IT2033 – Group 12
1

2. UNIT 8 – IT SOLUTIONS
2

3. WARM-UP & REVIEW
3

4. WARM-UP & REVIEW (key)
DISCUSS THE QUESTIONS. Write or type in your PORTFOLIO
What was the last problem you had with
an electronic device? What other problems
could happen?
Watch the video and note the problem
that could happen to you?
4

5. ENGLISH FOR IT - UNIT 8: IT SOLUTIONS
DISCUSS THE QUESTIONS.
LEAD-IN: SPEAKING: Exercise 1/page 60
What was the last problem you had with
an electronic device? What other problems
could happen?
…………..
5

6. LISTENING & NOTE-TAKING
* Watch the video and note the problem that could
happen to you.
Video for reference(IT problems & solutions) :
https://www.youtube.com/watch?v=Fza_ykzypGU6

7. ENGLISH FOR IT - UNIT 8: IT SOLUTIONS
LEAD-IN: SPEAKING: Exercise 1/page 60
What was the last problem you had with an
electronic device? What other problems could happen?

7
 Blue Screen
 Missing DLL Files
 Slow Applications
 Malware
 Connectivity Issues
 Hard Drive Failure
 Frozen Screen
 Noises
 Overheating
 Install Issues
 Sudden Shut Off or Restart
 Peripherals
 RAM Unitilzation
 Crashes

8. 8
 Listen to six people describing problem. Complete the sentence
about each speaker’s problem with the words in the box.
1.The application is _______
2.The computer _______
3.There is a _____________
4.The computer is ____________
5.The speaker had a disk ______
6.The speaker’s mobile phone has a ____
LISTENING 1 (1)

9.  Listen to six people describing problem. Complete the sentence
about each speaker’s problem with the words in the box.
1.The application is _______
2.The computer _______
3.There is a _____________
4.The computer is ____________
5.The speaker had a disk ______
6.The speaker’s mobile phone has a ____
connection error crashes failure
fault hanging running slowly
hangring
crashes
connection error
running slowly
failure
fault
LISTENING 1 (2)
9

10.  Listening: Put these sentences in the correct order. Then listen and
check your answer.
Ah. Have you tried restarting your computer?
Could you do that ? And if you still have a problem, just call me again.
Does it say anything else?
Hi, help desk here. My name is Suki. How can I help you?
Er … no, I have’t.
OK. Can you tell me exactly what happens?
OK. Thanks very much. I’ll do that.
Sure. When I press ‘Send’, I get an error message saying ‘This
program has found a problem and needs to close’.
Yes, hi. I’ve got a problem with my email. Whenever I try to send a
message, the problem crashes.
Well, something about sending an error report to the software company.
Oh, and an error code: it says ‘Error 35A4’.
7
1
2
3
4
5
6
8
9
10
10
LISTENING (2)

11. 11
GRAMMAR 1

12.  Complete these conversation with the correct present perfect or past
simple form of the verbs in brackets.
1. A: It’s a pity your new mobile phone isn’t working.
_______________ (you/charged) the battery?
B: Yes. I _______ (charge) it this morning.
2. A: ___________ (you/repair) the computers yesterday?
B: No, _____
3. A: I’m sure we’ll get your computer working again. First,
thought, some questions: What ___________ (you/try) so
far?
B: Well, I _______ (restart) it five minutes ago.
4. A: _______________ (you/receive) my email yet?
B: No, I _____________ (not receive) anything from you
today.
A: Oh, _______________ (you/check) your junk mail folder?
Have you charged
charged
Did you repair
I didn’t
have you tried
restarted
Have you received
haven’t received
Have you checked 12
GRAMMAR 1 – EXERCISE 8/P.61

13.  Use these prompts to write questions and short answer in the
present perfect or past simple .
You / restart the computer / yet / ?(X)
A: Have you restarted the computer yet? B: No, I haven’t.
1. You / check the manual / yet / ? ( )
A: Have you checked the manual yet?
B: Yes, I have.
2. They / contact support / last week / ? (X)
A: Did they contact support last week?
B: No, they didn’t.
3. You / check the cable / yet / ? ( )
A: Have you checked the cable yet?
B: Yes, I have.
4. You / test the broken computer / yesterday / ? (X)
A: Did you test the broken computer yesterday?
B: No, I didn’t.
5. You / try inserting another DVD / ? ( )
A: Have you tried inserting another DVD?
B: Yes, I have. 13
GRAMMAR 1 – EXERCISE 9/P.61

14.  Listen to these sentences and underline the stressed syllable
in each word. Then practice saying the sentences with a
partner.
1. The computer’s crashes three times today!
2. I’ve rebooted the computer.
3. Have you re-installed the software?
4. I haven’t had time to finish the repair .
14
PRONUNCIATION – EXERCISE 10/P.61

15. Work in small groups. Discuss these questions.
1) Look at the photos. What do you think is
happening?
2) Have you ever called an IT help desk call center?
What happened? How was the experience?
1. The man is probably calling the help desk about
a problem with his computer. The woman is
answering the phone in a call center.
2. …….
15
SPEAKING – EXERCISE 1/P.62

16. Exercise 2/p62. Find words in the form that
match these definitions.
1. Software for looking after help desk enquiries
2. Record of a customer's problem or question
3. Level
4. Pass the problem to a higher level technician with
more training
issue tracking system
ticket
tier
escalate
16
VOCABULARY 2

17. 17
LISTENING – Ex3/p62
EX3/p62. Listen to a conversation between a telephone
help desk technician and a customer and complete the form

18. 18
LISTENING – Ex3/p62
Marten Schwarz
Account Office 7
Can’t install
Error type 3
Download again and reinstall
V

19. Ex4/p62. Listen again and answer these questions.
1. What does the help desk technician think the problem
might be?
 A missing file on the caller’s computer
2. What will happen next?
 The problem will be escalated to tier 2 support. A
software engineer will call back within twenty-four
hours.
3. Which level of support do customers reach first: tier I or
tier 2?
 Tier 1
19
LISTENING

20. 20
GRAMMAR 2

21. Ex5/p63. Say what you think the problem is in these
situations. Use language from the Language box.
1. My computer won’t switch on. There have been many reports in
the newspaper about viruses recently.
2. I can’t find the file I need. I’m sure it’s not on the server – I’ve
looked everywhere!
3. Mehmet, the support technician, isn’t at his desk. He often has to
help people at their desks.
4. I left my mobile phone on for three days without recharging. I’m
sure the battery will be flat by now. It usually only lasts a day.
5. I’m not sure what the problem is. I’ve checked the cables and
they’re all fine.
6. I can’t connect to the internet. I should check whether the
network cables are plugged in. 21
GRAMMAR 2

22. Ex5/p63. Say what you think the problem is in these situations. Use language
from the Language box.
1. My computer won’t switch on. There have been many reports in the
newspaper about viruses recently.
2. I can’t find the file I need. I’m sure it’s not on the server – I’ve looked
everywhere!
3. Mehmet, the support technician, isn’t at his desk. He often has to help people
at their desks.
4. I left my mobile phone on for three days without recharging. I’m sure the
battery will be flat by now. It usually only lasts a day.
5. I’m not sure what the problem is. I’ve checked the cables and they’re all fine.
6. I can’t connect to the internet. I should check whether the network cables are
plugged in. 22
GRAMMAR 2 (Key)
 The computer might have a virus.
 You must have saved it somewhere else./Someone might
have cleaned up the server.
 He could be helping someone, somewhere else in the building.
 The battery must be flat by now.
 The problem can’t be the cables.
 The network cables might not be plugged in.

23. 23
READING – Ex6/p63
must be switched on
may not be connected
might not be switched on
can be
may/might be switched on
might be faulty
must be faulty
may/might be faulty

24. ENGLISH FOR IT - UNIT 8: IT SOLUTIONS
VOCABULARY: MATCHING
24
TERMS DEFINITIONS
1. Adware A. A type of software that can
damage or disable computers and
related systems.
2. Malware B. The physical units which make
up a computer system.
3. Bloatware C. Programs or instructions
executed by the computer.
4. Software D. Software that automatically put
advertisements onto a computer
screen when a person is using the
internet

25. Terms Definitions
1. Adware A. A type of software that can damage
or disable computers and related
systems.
2. Malware B. The physical units which make up a
computer system.
3. Bloatware C. Programs or instructions executed by
the computer.
4. Software D. Software that automatically put
advertisements onto a computer screen
when a person is using the internet
5. Hardware E. Software that is not effective because
it uses too much computer memory.
KEY: 1. D; 2. A; 3. E; 4. C; 5. B
ENGLISH FOR IT - UNIT 8: IT SOLUTIONS
VOCABULARY: MATCHING
25

26. SPEAKING – Ex1/p64
26
3
5
1
6
2
4

27. LISTENING
27
No
 

28. GRAMMAR 3
28

29. GRAMMAR 3 - EX4/P64
29
CHANGE YOUR SETTING, YOUR
PHONE APP SHOULD UPDATE SOON
TRY CHECKING THE NETWORK AND
CONNECTIONS SETTING
TRY REMOVING IT
CHECK YOUR USAGE REGULARLY,
YOU SHOULD BE OK.

30. VOCABULARY – EX 5/P64
30
USAGE
BLOATWARE
BILL

31. 31
VOCABULARY – EX 7/P65
1 2 3
5 6 4
4
1
6
2
3
5

32. BACKGROUND NOTE
32

33. WRITING – EX 8/P65
33

34. WRITING – EX 8/P65 (Key)
34

35. READING –Ex2/p66
35
d
j
f
b
a
i
g
e
c
h

36. YOUR FUTURE IN IT
36

37. BUSINESS MATTER
37

38. BUSINESS MATTER
38

39. BUSINESS MATTER – EX 4/P67
39

40. HOMEWORK – GRAMMAR (Present perfect
or Simple Past)
40

41. HOMEWORK – WRITING A LETTER BASED ON
JOB REQUIREMENTS & NOTES FOR CV/ RESUME
41

42. It’s the End of the
Lesson!
42