Unit 1: Activity 5

Student A: Ask and answer the questions about an IT person to complete the table

Full name (1) ____________

University HaUI (2010-2014)
Major (3) ____________
Current CMC corporation
workplace
Position (5) ____________
Duties Design, develop, maintain, test, and evaluate computer software
Career promotion (7) ____________
Action plan Work hard, take part in some soft skill courses (team management,
time management, communication skill), do an MA course
Student B: Ask and answer the questions about an IT person to complete the table

Full name Wang Ming

University (2) ____________
Major Software Engineering
Current (4) ____________
workplace
Position Software developer
Duties (6) ____________
Career promotion CIO (Chief Information Officer)
Action plan (8) ____________
Suggested answer:
A: Well, look at this photo. Do you know any information about this person?
B: A little.
A: Can we share/ exchange some information about him to each other?
B: Sure./ Absolutely yes.
A: Let me ask you first.
A asks B B asks A
1. What is his full name? – His full name is 2. Where did he study? – He studied at
Wang Ming. HaUI.
3. What is his major? – His major is 4. Where does he work? – He works in CMC
Software engineering. corporation.
5. What is his job? – His job is a software 6. What are his job duties? – He designs,
 developer.
7. What career promotion does he want to
get in the future? – He wants to become
CIO.
develops, maintains, tests, and evaluates
computer software.
8. What are his future plans? – He will work
hard, take part in some soft skill courses
(team management, time management,
communication skill), do an MA course.

A: Thank you very much for your information!

B: You’re welcome!

Unit 2:
Activity 3A
Student A: Your teacher has just bought a new computer. Ask and answer your
partner some questions about its technical specifications
Features Student A

Processor type (1)__________________

Processor speed (2)__________________
Bus speed (3)__________________
Memory capacity 2GB

Memory speed 400MHz

Memory type RAM and SDRAM

Hard disk capacity 250GB
Optical drive speed (8)___________________

Student B: Your teacher has just bought a new computer. Ask and answer your
partner some questions about its technical specifications.
Features Student B

Processor type Dual Xeon

Processor speed 2.8GHz
Bus speed 800MHz
Memory capacity (4)___________________

Memory speed (5)___________________

Memory type (6)___________________

Hard disk capacity (7)___________________
Optical drive speed 48X

Suggested answer:
A: What type of processor is it?
B: It is Dual Xeon
A: What is its speed?
B: It operates at 2.8GHz
A: What is its bus speed?
B: The speed of bus is 800MHz. So can you tell me what its memory capacity is?
A: Its memory can be up to 2GB.
B: How’s about its speed?
A: This computer’s memory works at a speed of 400MHz
B: What kind of memory does this computer constitute?
A: This computer features two types of memory which are RAM and SDRAM
B: What is its hard disk capacity?
A: The hard disk of this computer provides capacity of 250GB. Do you know its optical drive
speed?
B: It is 48X.
Activity 2B:

Sample conversation:
S: Good morning, how can I help you?
C: Good morning. I am looking for a Dell laptop. Can you recommend me one?
S: Sure, sir. Let’s take a look at this Dell inspiron 7570. The memory of RAM is 2GBz and it
can run at a speed of 400MHz.
C: What is the function of RAM?
S: It is used to store computer’s data for short-term use.
C: Does the computer constitute SDRAM?
S: Yes, of course.
C: Can you tell me what the SDRAM memory capacity is?
S: It provides the capacity of 256MB.
C: What about SDRAM’s function?/ What function does SDRAM have?
S: It is used as video memory.
C: Thank you very much for the information. I’ll be back later. Good bye.
S: You’re welcome. Good bye and see you soon.

Unit 3:
Activity 4: Role-play - Making comparison

Samsung Spectre C248W Spectre C278W HP VH 240a FHD

C27F398 LED monitor curved monitor monitor
Models curved monitor

Specifications

Aspect ratio 16:09 16:09 16:09 16:09

Display 1920 x 1080 1920 x 1080 1920 x 1080 pixels 1920 x 1080 pixels
resolution pixels pixels

Refresh rate 60hz 75hz 60hz 60hz

Response time 4 ms 5ms 5ms 5ms

Screen size 27 inches 24 inches 27 inches 23.8 inches

Item Dimensions 24.5 x 9.6 x 18.4 21.4 x 15.6 x 7.3 24.3 x 8 x 16.8 inches 21.2 x 8.6 x 19.7 inches
(WxHxD) inches inches

Item weight 9.03 lbs 6.37 lbs 8.53 lbs 9 lbs

OS Compatibility MacOS, Windows XP, 7, 8, Windows XP, 7, 8, 10 Windows XP, 7, 8, 10

Windows XP, 10
7,8,10,
Samsung
MagicBright

Power Max: 25W Max 30W Max 20.7W Max 25W

 consumption Stand-by: less than
0.5W
Stand-by: less Stand-by: less Stand-by: less than
than 0.3W than 0.5W 0.5W

Price $155.9 $139.99 $169.99 $109.99

9

Warranty 1 year limited 1 year limited part 1 year limited part 1 year limited part and
part and labor and labor and labor labor

Possible answer:
B: Good morning. How can I help you?
A: I’d like to buy a monitor.
B: What types of monitor are you looking for?
A: Well, I prefer Samsung or Spectre. Or a HP is also fine for me.
B: Now, Let’s have a look at four great monitors here. They are Samsung C27F398 curved
monitor, Spectre C248W LED monitor, Spectre C278W curved monitor and HP VH 240a
FHD monitor respectively.
A: Is there any difference in aspect ratio among these four monitors? I see two of them are
curved monitors.
B: Well, let’s see. All of them have the same aspect ratio of 16 inches wide by 9 inches high.
And there’s no difference in their resolutions. They have a high resolution of 1920 pixels by
1080 pixels. With that aspect ratio and resolution, it’s ideal to bring clear and sharp images.
A: What about refresh rate and response time?
B:The Spectre C248W has the highest refresh rate of 75hz, which produces less image
flicker while the others show the same refresh rate of 60hz. However, the Samsung
C27F389 has a 4ms response time – the lowest one, so it provides better picture quality
compared to that of another ones.
A: So, what about screen size, dimensions and weight. It seems to me that the Samsung
C27F389 and the Spectre C278W are bigger than the rest ones.
B: It’s right. The Samsung C27F389 and the Spectre C278W have larger screen size, so
they also have bigger dimensions. Nevertheless, despite of small screen size and
dimensions, the HP VH 240a weighs 9 pounds, much heavier than that of the Spectre 248W
– the one with nearly the same screen size and dimensions.
A: And are all of them compatible with Windows XP, 7,8,10?
B: Yes, of course. The samsung C27F398 also works with MacOS and Samsung
MagicBright.
A: Well, I’m wondering about the power consumption. Which one consumes the least
power?
B: If you’re interested in power consumption, you should consider the Spectre C278W with
the power consumption of 20.7watts maximum, and it’s less than 0.5watts on standby.
A: So how much is each one?
B: The Spectre C278W is the most expensive one with the price of $169.99. Whereas, the
HP VH 240a is the cheapest one, followed by the Spectre 248W and the Samsung C27F398
respectively.
A: How long is the warranty?
B: It’s one year limited part and labor for all four monitors.
A: Well, maybe I’d like to take the first one. It meets all my needs. Thanks for your detailed
consulting. Goodbye.
B: It’s my pleasure.

Activity 5: Making conversation

Card A:
Brother HL-L2350DW
Key features (1) ________________
Item dimensions 14.2 x 14 x 7.2 inches
Item weight (3) ________________
Max print speed 30ppm
Input paper capacity (5) ________________
(standard/maximum
)
Resolution Up to 1,200 x 1200dpi
Mobile device Airprint, Google, Cloud Print,
compatibility Brother iPrint & San, Wi-Fi Direct
Print technology (8) ________________
Price $84

Card B:
Brother HL-L2350DW
Key features Automatic 2-sided print
Wireless connectivity
64MB memory
Item dimensions (2) ________________
Item weight 15.9 pounds
Max print speed (4) ________________
Input paper capacity 250 sheets/ 250 sheets
(standard/maximum
)
Resolution (6) ________________
Mobile device (7) ________________
compatibility
Print technology Laser
Price $84
Possible answer:
A: Hello David. Do you know anything about this Brother HL-L2350DW printer?
B: Yes, a littile. Can we share some information about it to each other?
A: Sure. (1) What are the key features of this printer?
B: Well, it features automatic 2-sided printing which can seriously reduce the cost of each
print job. Besides, it offers wireless connectivity allowing users printing from compatible
mobile devices. And its memory is up to 64GB so it can store a lot of data. (2) What are its
dimensions (for each item)?
A: It’s 14.2 inches long by 14 inches wide by 7.2 inches high. (3) How much does it weigh?
B: It weighs 15.9 pounds. (4) What is its maximum print speed?
A: It can print up to 30 pages per minute in standard printing, and up to 7.5 sheets per
minute when you want to print both sides of the paper. (5) What is its maximum input paper
capacity?
B: It provides the input paper capacity of 250 sheets. (6) So, What is its resolution?
A: Well, it has a resolution of 1,200 dots per inch by 1,200 dots per inch. (7) What mobile
device is it compatible with?
B: It’s compatible with Airprint, Google, Cloud Print, Brother iPrint & San and Wi-Fi Direct.
(8) What technology does it use to print documents?
A: It uses laser technology to print documents.
B: Thank you very much for your information.
A: You’re welcome.

UNIT 4
Activity 5: Exchanging information
CARD A
Brand name (1) _______________
Capacity 500GB
Data transfer rate (3) _______________
Internal / External? External
Item weight (5) _______________
Colour Blue
Special features (7) _______________ T5 portable SSD

Price $97.99

CARD B
Brand name Samsung
Capacity (2) _______________
Data transfer rate 540 MB per second
 Internal / External? (4) _______________
Item weight 0.1 pounds
Colour (6) _______________
Special features Portable, fast and secure
Price external storage.
(8) _______________ T5 portable SSD

Sample:
A: Hello, Linh. Do you know anything about this SSD?
B: Yes, a little. Can we share some information about it to each other?
A: Sure. I’ll ask you first. (1) What is its brand name?
B: It is Samsung. What is its storage capacity?
A: It can store 500GB of data. What is its data transfer rate?
B: It can transfer 500GB per second. Is this an internal or external SSD?
A: It is an external SSD. What is its weight? / How heavy is it?/ How much does it wegh?
B: It weighs 0.1 pound. What is its color?
A: It is blue. What special features does it have?
B: It is a portable, fast and secure external storage. How much is it?/ How much does it
cost?
A: It is $97.99
A: Thank you for your information.
B: You’re welcome.

UNIT 5
Activity 3: Making conversation

Card A:
Operating systems Windows
Developed by (1) _______
Year released 1985
Mostly used for (3) ________
Market share (2018) 83%
User interface (5) _______
Popular applications Microsoft office, Microsoft To-do, OneNote
Latest version (7) _______
New features Cortana voice assistant, virtual desktop, Xbox
live integration
Advantages (9) _______
 Disadvantages Greater risk of virus attack

Card B
Operating systems Windows
Developed by Microsoft
Year released (2) _______
Used for Traditional PCs (92% of all computers)
Market share (2018) (4) _______
User interface GUI with Wimp environment
Popular applications (6) _______
Latest version Windows 10 (July 29, 2015)
New features (8) _______
Advantages Compatibility with most hardware and
application software
Disadvantages (10)_______

A: Which company developed Windows?

B: It was Microsoft. When was it released?

A: In 1985. What is it used for?

B: It is used for traditional PCs (92% of all computers). What is its market share in 2018? /
What market share does it have in 2018?

A: It has a 80 % market share. / It has a market share of 80%. What is its user interface?

B: It is GUI with Wimp environment. Can you tell me some of its popular software programs?
/ What are its popular applications?

A: They are Microsoft office, Microsoft To-do, and OneNote. What is its latest version?

B: Windows 10. It was launched/ released on July 29, 2015. What are its features?

A: It has Cortana voice assistant, virtual desktop, and Xbox live integration. What are its
advantages? / What advantages does it have?

B: It is compatible with most hardware and application software. What about disadvantages?

A: It has greater risk of virus attack.

Activity 8: Role-play
- Work in pairs
- Play the roles of a computer salesperson and a customer
- Make a conversation before a customer decides to buy a computer
Salesperson Customer
 Greet the customer. Offer help - Say you are considering buying a Lenovo
Laptop or a Mac Book.
- Ask for recommendations
Explain that two computers have different Ask about functions of an OS
OSs: Windows and Mac OS
Explain: An OS Ask for differences between 2 OSs
- run/hardware
help user interact with the PC
- Mac Books: more expensive but more Ask about user interface
stable and secure
- Windows: greater compatibility with
different types of hardware and
applications

- Say both OSs use GUI with a WIMP
environment => equally user friendly
- Ask for customer’s specific demand
Recommend Lenovo laptop with windows
10
List: improved desktop, XBOX
compatibility
Say that it’s your pleasure
Say that you need a PC for school work
and recreation
Ask for some features of Windows 10
Say that you will buy the Lenovo Laptop
and give your thank
Say goodbye

Salesperson: S Customer: C

S: Good afternoon. How can I help you?

C: Yes, Hello. I am considering buying a Lenovo Laptop or a Mac Book. Can you give me
some recommendations?

S: Yes, of course. These two types of computers have different OSs: Windows and Mac OS.

C: What are the functions of an OS?

S: An OS runs the computer hardware. It helps users interact with the PC.

C: Are there any differences between 2 Oss? / What are differences between 2 Oss?

S: Well, Mac Books is more expensive but more stable and secure. On the other hand,
Windows has greater compatibility with different types of hardware and applications.

C: What about the user interface?

S: Both OSs use GUI with a WIMP environment, so they are equally user- friendly. What do
you need a PC for?

C: Well, I need a PC for school work and recreation.

S: Oh, I think you should buy Lenovo laptop with windows 10.

C: What are some features of Windows 10? / Can you tell me some features of Windows
10?

S: Well, it has an improved desktop and it is compatible with XBOX.

C: Great. I’ll take this Lenovo Laptop. Thank you for your recommendations.

S: It’s my pleasure. …

C: Good bye.

UNIT 6
4. Activity 4: Making conversation
Suggested answers
Student A Student B
1. How many steps are there in There are 6 steps.
programming?
I need to understand exactly what the 2. What do you do in the first steps?
problem is, define it clearly and plan a
solution
3. What do you do in the second step? I make a flowchart of the program.
I write instructions in a programming 4. What do you do in the third step?
language like Visual Basic, Pascal or C, etc.
5. What do you do in the fourth step? I compile the program (I mean they turn it
into machine code)
I test and debug the program. 6. What do you do in the fifth step?
7. What do you do in the sixth step? I prepare documentation.
I think it’s very interesting. / It’s very 8. What do you think of your job? / How do
interesting. you feel about your job?
5. Activity 5: Exchanging information
Suggested answers
Student A Student B
1. What is the type of Fortran language? It’s a high-level language.
 2. What is the abbreviation of Fortran? It is FORmula TRANslator.
3. When was it developed? It was developed in 1954.
4. By whom was it developed? / Who It was developed by IBM/ IBM did.
developed it?
5. What is it used for? It is used for Scientific and engineering
applications.
It’s a high-level language. 1. What is the type of COBOL language?
It is Common Business Oriented Language. 2. What is the abbreviation of COBOL?
It was developed in 1959. 3. When was it developed?
It was developed by Grace Hopper-  an 4. By whom was it developed? / Who
American computer scientist. developed it?
It’s used for scientific and engineering 5. What is it used for?
applications.

UNIT 7
Activity 3: Network description
LAN (Local Area Network)
NEW NETWORK DESCRIPTION
Location of network Customer’s company (ABC Company)
Type of network A typical LAN
Components needed 1. A file server
2. A bridge
3. A router
4. A backbone
5. A LAN
6. A gateway
7. A modem
Advantages 1. You can share peripherals like expensive laser printer.
2. A file server can be used to store and share documents and
files centrally.
3. Electronic messages (email) can be sent between
computers.
4. The computers on the network can be centrally managed.
Disadvantages 1. Although the LAN will save cost over time due to shared
computer resources but the initial setup costs of installing
Local Area Networks is high.
2.  The LAN administrator has the rights to check personal
data files of each and every LAN user.
3. Unauthorized users can access important data of an
organization if centralized data repository is not secured
 properly by the LAN administrator.
4. Local Area Network requires a LAN Administrator. Because
there are problems of software installations or hardware
failures or cable disturbances in Local Area Network.
5. Local Area Network covers a small area like one office, one
building or a group of nearby buildings.

WAN (Wide Area Network)

NEW NETWORK DESCRIPTION
Location of network City, country, continent
Type of network A typical WAN
Components needed 1. Routers
2. Switches
3. Modems
Advantages 1. You can share peripherals like expensive laser printer
2. A file server can be used to store and share documents and
files centrally.
3. Electronic messages (email) can be sent between
computers.
4. The computers on the network can be centrally managed.
5. The major advantage is that it has a much wider
geographical coverage for accessing files and sending emails.
Disadvantages 1. WANs are complicated and complex, so they are rather
expensive to set up
2. WANs open the way for certain types of internal security
breaches, such as unauthorized use, information theft, and
malicious damage to files.
3. Maintaining a WAN is a challenge, no doubt about it.
Guaranteeing that your data center will be up and operating
24/7 is the biggest maintenance challenge of all.
MAN
NEW NETWORK DESCRIPTION
Location of network City, campus
Type of network A typical MAN
Components needed 1. Bridges
2. Directional Antennae
Advantages 1. It is less expensive to attach MAN with WAN. 
2. In some installation of MANs, users can share their internet
connection.
3. MAN is a faster way to connect two fast LANs together.
 4. MAN has a high-security level than WAN.
Disadvantages 1. If MAN becomes bigger then it becomes difficult to manage
it. 
2. MAN cannot work on traditional phone copper wires.
3. In MAN there are high chances of attacking hackers on the
network compared to LAN. 
4. To setup MAN it requires technical people that can correctly
setup MAN.
5. In MAN additional cables are required to connect two LAN
which is another problem.

PAN
NEW NETWORK DESCRIPTION
Location of network A single building
Type of network A typical PAN
Components needed 1. User Devices
2. Radio NICs
3. USB Adapters
4. Routers
Advantages 1. Personal area network does not require extra wire or
space. 
2. Many devices can be connected to one device at the same
time in a personal area network. 
3. No extra wires are needed in this type of network.
4. It is easy to use. No advanced setup is required.
5. If you use this type of data connection within 10 meters
then your network is stable and reliable.
6. This network is secured because all the devices are
authorized before data sharing.
7. Infrared is the technology used in TV remotes, AC remotes,
and other devices.
8. One person can synchronize several devices i.e. download,
upload and exchanging data among devices.
9. A person can move devices as it is a wireless network and
data exchange is not affected.
Disadvantages 1. Signal range is maximum 10 meters which makes limitation
for long distance sharing.
2. As personal area network also use infrared so it can
interfere with radio signals and data can be dropped.
 3. Bluetooth and infrared have a slow data transfer rate as
compared to another type of networks like LAN (local area
network).
4. In some cases, PAN uses microwave signals in some
digital devices which have a bad effect on the human body
like brain and heart problems may occur.
5. Personal area network is used in digital devices which are
costly so it is another disadvantage of PAN.
6. TV remote use infrared signals which have a problem that
they travel in straight line

Activity 4: Recommending Network

Objectives: Upon completion of this activity, students will be able to identify different types
of network, give recommendations and reasons to choose the suitable network solution.
Suggested procedures:
- Divide class into 3 groups
- Ask students to look at the diagrams of three network solutions to discuss and find out the
differences among them
- Let them choose the network which is suitable for a large corporation/ organization, small
business or a family house and give reasons for their choices
- Ask some students to present in front of class
- Check and give comments
Notes: Ask students to use the suggested structures in to give recommendations: I’d
recommend solution 1 for… because/ since/ as/ due to….
Expected answers:
1. I’d recommend solution 1 for a family home because many devices can be connected to
one device at the same time.
2. I’d recommend solution 2 for a small business since users can share their internet
connection.
3. I’d recommend solution 3 for a large corporation or organization as the computers on the
network can be centrally managed.
Activity 5: Interviewing
Suggested questions:
1. What computer networks do you have at home?
2. What do you use the networks for?
3. How do you access the networks?
4. Why do you use it?
5. How fast is it?
Suggested answer:
There are various types of wireless network such as LAN, PAN, MAN, WAN. At home, I use
Local Area Network (LAN). Devices connected to a LAN are able to access data from my
computer that's connected to the network. I use LAN to communicate with my relatives and
friends by chat or email. I use LAN because there are many advantages when using it.
Firstly, it is convenient and easy to use. I can move my mobile phone as it is a wireless
network and data exchange is not affected. Secondly, if I use this type of data connection
within 10 meters then my network is stable and reliable. Moreover, this network is secured
because all the devices are authorized before data sharing. Lastly, no extra wires are
needed in this type of network. On the IUB campus, most connections are either Ethernet
(10 Mbps) or Fast Ethernet (100 Mbps), and a few locations have Gigabit Ethernet (1000
Mbps) connections.
Activity 6: Topic talk
A computer network can be identified as a group of computers that are interconnected for
sharing data between them or their users. There are many advantages of network. Firstly, it
is very easy to communicate through a network. People can communicate efficiently using a
network with a group of people. They can enjoy the benefit of emails, instant messaging,
telephony, video conferencing, chat rooms, etc. Secondly, people can find and share
information and data because of networking. This is beneficial for large organizations to
maintain their data in an organized manner and facilitate access for desired people. Another
important advantage of networking is the ability to share hardware and software. For an
example, a printer can be shared among the users in a network so that there’s no need to
have individual printers for each and every computer in the company. Lastly, sharing and
transferring files within networks is very rapid. This will save time while maintaining the
integrity of files.
 UNIT 8
Activity 4: Role play
Student A: You are an IT technician of ABC Company. You get a phone call from an office
staff talking about her/ his problem. Make a telephone conversation based on given clues in
the cards.
Student B: You are an office staff. You have a problem with your computer display screen.
Make a conversation with the IT technician to ask for advice on that problem based on the
given information in the card.
Student A (IT technician) Student B (Office staff)
Get the phone call, say hello Say hello to the IT technician
Offer the help  And give the reason of the call

Ask about problems Describe problems

(Monitor power light flashing but display
screen is completely blank.)
Ask if she/ he has checked to see if the Say that computer power seems to be O.K.
computer system unit power light comes on
when the computer is switched on.
Ask if she/ he has checked that the monitor Say that data cable is plugged in O.K.
data is connected correctly to the HDMI port
at the rear of the computer
- Diagnose the fault (Graphics card is loose.) Ask for advice on the fault
 - Give advice:
Re-install the graphics expansion card by:
- Pushing the graphics card fully into the
expansion slot.
- Replacing the casing.
- Reconnecting the power supply.
- Switching on the computer and checking
that the monitor is functioning correctly.
Say goodbye Say thanks & goodbye

Expected conversation:
A: Hello, this is IT service division. David’s speaking. How can I help you?
B: Hello, this is Peter from Marketing Department. I’m phoning about my problem with the
display screen.
A: So can you give me the detailed problem? / Can you describe what exactly problem is?
B: Well, I see the monitor power light flashing but display screen is completely blank.
A: Have you checked to see if the computer system unit power light comes on when the
computer is switched on?
B: Yes. I have. But the computer power seems to be O.K.
A: Have you checked that the monitor data is connected correctly to the HDMI port at the
rear of the computer?
B: Let me see. Well, the data cable is plugged in O.K.
A: It sounds as if the graphics card is loose.
B: What should I do now? / Can you give me some advice?
A: All right. You should re-install the graphics expansion card by: pushing the graphics card
fully into the expansion slot, replacing the casing, reconnecting the power supply, then
switching on the computer to check that the monitor is functioning correctly.
B: Thanks a lot. Good bye.
A: You’re welcome. Bye.

Activity 5: Exchanging information

Student A: You are a Chief Information Officer. Make a conversation with student B
(the leader of IT supervisor group) to complete the card.
Student A Student B
When/ call/ recorded? (1) ____________________ 11.55 pm, February 21st
Who/ caller? Lisa Jefferson from Product
(2) ____________________ Management Department
What/ problem? Computer running very
(3) ____________________ slowly
How long/ happened? (4) ____________________ A week
What/ diagnosis/ advice? Almost full space on hard
(5) ____________________ disk
Make space on hard drive,
delete unnecessary files
What/ result? Only 200MB free 
(6) ____________________ problem / dealt with in 2
minutes
By whom/ reported? Fernando Binchey, the IT
(7) ____________________ helpdesk technician
Student B: You are a Chief Information Officer. Make a conversation with student A
(the leader of the IT supervisor group) to complete the card.
Student A Student B
th
When/ call/ recorded? 9.26 p.m, Janauary 15 (1) ____________________
Who/ caller? Tiago Costa from Finance
Department (2) ____________________
What/ problem? No internet connection
(3) ____________________
How long/ happened? 30 minutes (4) ____________________
What/ diagnosis/ advice? - Cable connections
- Check network cables to (5) ____________________
make sure if all cables are tight
and fully plugged in
What/ result? One Ethernet cable /
unplugged  Problem / solved (6) ____________________
in 3 minutes
By whom/ reported? David Thomson, the IT
supervisor (7) ____________________
Suggested conversation
A asks B B asks A
A: When was the call recorded? B: When was the call logged?
B: It was recorded at 9.26 pm, on January A: The call was logged at 11.55 p.m,
15th. February 21st
A: Who was the caller? B: Who was the caller?
B: Tiago Costa from Finance Department A: Lisa Jefferson from Product Management
A: What was his problem? Department
B: He couldn’t connect the internet. B: What was her problem?
A: How long has it happened? A: Her computer ran very slowly.
B: For 30 minutes B: How long has it happened?
A: What diagnosis and advice was made/ A: For a week
given? B: What diagnosis and advice was made/
B: It might loose cable connections. He was given?
advised to check network cables to make A: There might be almost full space on hard
sure if all cables are tight and fully plugged disk. She should make space on hard drive,
in. by deleting unnecessary files.
A: What was the result? B: What was the result?
B: One Ethernet cable was unplugged and A: She checked and found only 200MB free
the problem was solved in only 3 minutes and the problem was dealt with in 2 minutes
A: By whom was this technical incident B: By whom was this technical incident
reported? reported?
B: David Thomson, the IT supervisor. A: Fernando Binchey, the IT helpdesk
technician.