Computing TM 20373

TEACHER’S RESOURCE BOOK
Burlington Professional Modules
COMPUTING &
INFORMATION
TECHNOLOGY
Oliver Taylor
Includes:
• Teaching Notes
• Student’s Book Answer Key
• Workbook Answer Key
• Tests with Answer Key
• Additional Speaking Tasks
• Additional Writing Tasks
E Burlington Books
Burlington Professional Modules: COMPUTING & INFORMATION
TECHNOLOGY
Teacher’s Resource 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:
All photographic images in this publication are © Shutterstock Inc.
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.
The publisher, however, grants permission to the teacher to photocopy those pages on which the symbol
COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books appears.
ISBN 978-9963-273-85-0
Copyright © 2017 Burlington Books
10 09 08 07 06 05 04 03 02 01
26 25 24 23 22 21 20 19 18 17
Page
Teaching Notes 4
Student’s Book Answer Key 6
Workbook Answer Key 31
Tests with Answer Key 51
Additional Speaking Tasks 111
Additional Writing Tasks 121

Teaching Notes
Welcome to the Burlington Professional Modules series. Each of the Burlington Professional Modules
consists of a Student’s Book, a Workbook and a Teacher’s Resource Book.
The Student’s Book consists of 20 units, the topics of which have been carefully chosen to reflect specialised
areas pertinent to specific career paths. Each unit presents useful functional language and topic-based
vocabulary in a variety of authentic situations which your students may be expected to encounter in the
workplace.
Each unit is divided into two sections of two pages each. Each two-page section is structured as follows:
• A short reading in the style of various authentic texts (for example: adverts, brochures, websites and
notices) followed by comprehension questions.
• A situational dialogue using clearly marked functional language followed by comprehension questions.
• A variety of engaging vocabulary exercises in work-related contexts.
• Tip! boxes that provide information on the use of everyday language, as well as additional cultural
information.
• A Your Turn feature which alternates between a listening activity and a speaking activity. Both activities
exploit the functional language as well as the topic vocabulary, and provide students with the opportunity
to practise new words and language skills.
The Student’s Book also includes a Vocabulary Builder covering the unit vocabulary and a Writing Guide.
The Workbook consists of three sections:
• Practice of vocabulary and functional language by unit.
• An optional grammar section including grammar charts and exercises.
• Writing plan pages with useful language boxes.
The Teacher’s Resource Book consists of answer keys for the Student’s Book and Workbook, listening
scripts of the Your Turn listening feature in the Student’s Book, photocopiable tests together with their
answer keys and additional unit-based speaking and writing tasks.
Using the Student’s Book

1. Read the unit title with the class and ask students what type of information they expect to cover in this
unit.
2. Before starting each two-page section, refer students to the relevant page in the Vocabulary Builder.
Each unit has its own categorised vocabulary list covering all the vocabulary presented in the unit, as
well as a bank of additional words for stronger students. Check that your students know this vocabulary
and translate any items that they don’t know. Students can write the translation of the vocabulary items
in the spaces provided, creating a glossary of all the vocabulary covered in the book.
3. Read or listen to the text. Also read the Tip! box, if there is one. Ask students to answer the questions
about the text. If you wish, you can give your students a time limit before checking their answers in
class.
4. Before listening to the dialogue, read the instructions. Then tell students to listen to the dialogue, paying
attention to the functional language in colour. Ask students to complete the exercise.
5. Tell students to practise the dialogue in pairs. You may wish to ask for volunteers to act out this dialogue
in class.
6. Tell students to read the dialogue again and to complete the exercise that follows. Then check the
answers together with the students.
7. Tell students they are going to work on the vocabulary from the unit list. Each unit has a variety of
exercise types, including picture-based exercises, multiple choice, gapped sentences and definitions,
as well as authentic mini-texts such as adverts, posters, brochures and e-mails. Ask students to
complete an exercise, then check their answers in class. Make sure you read through and explain any
Tip! boxes that appear on this page. Remind students that there is a full vocabulary list at the back of
the book.
8. Explain to students that at the end of each two-page section, there is a Your Turn feature, which gives
them the opportunity to use the language they have learned in an authentic situation. At the end of the
first section, this is a listening exercise. Tell students to listen to the recording and to complete the task.
4
9. Before starting the second two-page section of the unit, you may wish to revise vocabulary items and
functional language from the previous section, especially if there has been an interval of some days between
teaching these two sections. Once again, refer students to the vocabulary list at the back of the book before
starting the second section of the unit.
10. At the end of the second section, the students will practise the language they have learned in this unit in
an authentic speaking situation in the Your Turn feature. This often requires students to refer to information
provided at the back of the book, and to complete a short task such as taking notes or completing a form.
11. At the end of the unit, check for a reference to the Writing Task in the Writing Guide. This reference appears
in most units but not all. Tell students to read the writing model and to answer the questions. This will help
them focus on the type of information that should be included in each writing task. In order to complete
the task, refer students to the Writing Plan pages in the Workbook. Together with the Writing Plan and
Useful Language feature in the Workbook, the Writing Guide forms a structured and comprehensive writing
programme for your students.
Using the Workbook

At the end of each unit of the Student’s Book, you will find a reference to the Workbook. Exercises in the Workbook
provide students with the opportunity to practise both the unit vocabulary and the functional language. In addition,
there is an optional Grammar Practice section containing clear grammar charts as well as contextualised grammar
exercises. This allows students to practise grammar structures while again revising unit vocabulary.
Using the Teacher’s Resource Book

The Teacher’s Resource Book contains materials that enrich and expand on the materials presented in the
Student’s Book and Workbook.
The Teacher’s Resource Book contains:
1. Answer Keys for the Student’s Book and Workbook.
2. Listening scripts of the Your Turn listening feature in the Student’s Book. These allow you to create extra
activities of your own should you wish to do so.
3. Photocopiable tests. The tests are structured so teachers can test their students after every two units,
midway through the course and at the end of the course. Each test is scored out of 100 and covers Reading
Comprehension, Vocabulary, Functional Language and Listening Comprehension.
4. Additional Speaking and Writing tasks. Like the tasks in the Student’s Book, these additional tasks reflect the
Student’s Book units and practise the vocabulary and functional language pertinent to each unit.
5
Student’s Book Answer Key
1 Conversation 3
A: Hi, I’m interested in software for education.
The Digital World, page 4 B: OK, then you want to visit TechEd – that’s
1 1. false – The trade exhibition is for computer exhibit number 176 – and New School Trends –
hardware and software. that’s exhibit number 167. Would you like a
map?
2. true
A: Yes, please.
3. false – The exhibition is for banking, business
and retail, education, health, manufacturing, and
hospitality and leisure. 1. 240 2. 94 3. 176 4. 167
4. true Working in IT, page 6
5. true
1 1. Francesca 4. Brian
2 1. morning 4. education 2. Charlene 5. Brian
2. 218 5. exhibition 3. Brian 6. Charlene
3. red
2 1. b 2. d 3. a 4. c 5. e
4 a. mini-dialogue 3 d. mini-dialogue 1
3 1. b 2. c 3. a
b. mini-dialogue 2 e. mini-dialogue 3
c. mini-dialogue 3 page 7
page 5 5 1. troubleshoot 4. assemble

2. repair 5. an upgrade
5 1. keyboard 4. laptop
3. download
2. monitor 5. system unit
3. mouse 6. server 6 1. b 2. f 3. a 4. d 5. e 6. c
6 1. Data 3. Hardware 7 1. design a webpage

2. Apps 4. Software 2. give support
3. solve problems
7 1. d 2. f 3. a 4. e 5. c 6. b 7. g
4. check the connections
9 1. 563 4. 4,013 5. input data
2. 871 5. 1,434 6. operate a machine
3. 1,020 6. 7,691
8 1. programmer
10 1. twenty-nine 2. helpdesk technician
2. sixty-five 3. network administrator
3. eighty-four 4. support technician
4. one hundred and thirteen 5. software tester
5. two hundred and ninety-seven 6. web designer
6. one thousand, three hundred and seventy-nine 7. data entry operator
1
Your Turn 9 1. helpdesk technician
8
2. giving support
Conversation 1 3. troubleshoot
A: Hello. Can I help you? 4. repairing
Yes, please. Where’s the TEXIS Computers
B: 5. installing
hardware exhibit?
6. assemble
A: Just a moment. Oh, that’s exhibit 94.
B: OK. Thanks.
Conversation 2
Excuse me. Is the AutoWorld apps exhibit
A:
number 214 or 240?
B: Let me check. It’s number 240.
A: OK. Thanks.
6 COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books

A: How much is it?
It isn’t expensive. It’s only £490. The price
2 B:
includes a free mouse and three years’ online
Parts of a Computer, page 8 and telephone support.
1 1. VISO Digiton PC A: That does sound good!
2. VISO Digiton PC 1. fast
3. IPSS SilverEdge 1600 2. 2
4. VISO Digiton PC 3. 4
2 1. Can I help you, sir? 4. 490
2. What do you need to use it for? 5. mouse
3. Do you want to use it for downloading music or
films? Assembling a Computer, page 10
4. It’s on special offer this week. 1 1. two
2. into the motherboard
page 9 3. the clips
4 1. the customer 4. the customer 4. the motherboard
2. the customer 5. both 5. insert it into its slot and screw it in
3. the salesman 6. the salesman 2 1. hardware 4. screw
5 1. motherboard 5. DVD drive 2. computer 5. music
2. hard drive 6. processor (CPU) 3. panel
3. USB port 7. RAM chip 4 First: e Fourth: a
4. sound card 8. heat sink and fan Second: d Fifth: f
6 1. processor 5. heat sink and fan Third: b Sixth: c
2. hard drive 6. motherboard
page 11
3. sound card 7. DVD drive
5 1st – first 6th – sixth
4. RAM chip
2nd – second 7th – seventh
7 1. d 3. h 5. b 7. c 3rd – third 8th – eighth
2. g 4. a 6. f 8. e
4th – fourth 9th – ninth
8 1. expensive 4. advanced
5th – fifth 10th – tenth
2. quiet 5. useless
6 1. side panel 6. case
3. light
2. socket 7. power supply
1
Your Turn 3. switch 8. slot
19
4. front panel 9. clip
B: Can I help you? 5. cable
A: Yes, I’m looking for a personal computer. 7 1. c 2. a 3. e 4. b 5. d 6. f
B: Do you need a desktop or a laptop?
8 1. a 2. b 3. b 4. a 5. b 6. b
I need a desktop for my work. I need it to store
A:
lots of information. 9 1. power supply 4. unscrew
OK. You need something with a large memory
B: 2. cable 5. Plug in
and a fast processor. 3. turn it off 6. switch
A: Yes, exactly.
Well, the new M2 is a useful desktop
B:
computer.
A: Is it fast?
Yes, it’s got an Intel Core processor. It’s very
B:
fast. It’s also got a hard drive capacity of two
terabytes and a memory of four gigabytes.
A: Is it good for playing music?
Yes, it’s got a great sound card in the
B:
motherboard. The sound is really clear.
COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books 7

A: And what about the arrow keys?

3 Yes, all of them. I’ve also tried turning the
B:
computer off and on a few times.
Hardware: The Keyboard, page 12 I don’t recommend doing that. It’s bad for the
A:
1 1. false – The keys on the keyboard include computer.
symbols, numbers, letters, function keys, B: I have to finish this work – it’s urgent!
modifier keys and navigation keys. A: Don’t panic. Have you tried cleaning the keys?
2. false – There are four arrow keys which move B: Yes, I’ve already done that.
the cursor.
I’ll come and check. You might have a problem
A:
3. false – Modifier keys work together with another with the software or need a new keyboard.
key. B: OK. Please come as soon as possible.
4. true
5. true 1. Grant 4. software
2 1. third 4. enter 2. function keys 5. keyboard
2. standard 5. cleaning 3. arrow keys
3. hit
Hardware: Peripherals, page 14
page 13
1 1. 3
4 1. IT
2. headsets
2. The delete key is stuck.
3. They are broken.
3. He thinks the keys are dirty inside.
4. microphones
4. No.
5. Because they are obsolete.
5 1. e 2. a 3. f 4. g 5. b 6. d 7. c 2 1. c – 4
6 1. false 5. true 2. a – 50
2. true 6. true 3. d – 10
3. false 7. true 4. e – 17
4. true 5. b – 5
7 1. full stop 9. brackets 3
2. comma 10. at symbol Quantity Action
Item
3. exclamation mark 11. asterisk in stock required
4. question mark 12. slash Scanners: Xerox 1.
4
5. colon 13. hypen Scanners: Kodak 2.
0
6. semicolon 14. and symbol 3.
Return 50
7. quotation marks 15. underscore Headsets
for the office
8. apostrophe a4. 5.
Order 10
Webcams
8 1. in the middle of 4. beside couple / 2 for the office
2. above 5. next to 6.
Order 17
Microphones
3. between urgently
1
Mouses 7.
5
31 Your Turn
A: Hello, IT department, Sue speaking.
page 15
Hello. It’s Grant from the marketing
B: 5 1. microphone 6. scanner
department. 2. printer 7. gaming controller
A: Hi, Grant. What’s the problem? 3. speakers 8. webcam
I was working in WORD, then suddenly the
B: 4. projector 9. stylus pen
function keys stopped working.
5. headset
Is the problem with all the function keys, or just
A:
one? 6 1. touch screen 4. barcode scanner
It’s all of them. I pressed all the function keys
B: 2. remote control 5. flash drive
on the keyboard a few times but it didn’t help. 3. USB charger
A: Are the indicator lights still working?
B: Yes, they are.

7 1. c 2. a 3. e 4. b 5. g 6. d 7. f B: Yes, I need 10 keyboards.

8 1. obsolete 5. printer I’m afraid we’ve only got six at the moment.
A:
2. touch screens 6. broken We’ll have more next week.
3. headsets 7. reorder B: OK. So I’ll take six, please.
4. microphones So six keyboards at £40 each, that’s £240. Is
A:
that everything?
B: Yes, thanks.
That’s a total of £1,140 before VAT. There’s a
A:
4 10% discount this month, so with that, the final
total is £1,231.20. I’ll get the order to you this
Ordering Computer Supplies, page 16 afternoon. Bye for now.
1 1. true B: Great, thanks. Bye.
2. true 1. sound cards 4. 22
3. false – You receive them the next day. 2. 35 5. 1,140
4. true 3. 350 6. 1,231.20
5. false – They accept up to five payments for
orders over £500. Recommending Computer Hardware,
6. False - The discount is on all motherboards. page 18
2 1. b 2. a 3. a 4. b 5. a 6. a 1 1. D 2. B 3. C 4. D 5. A
2 1. printers
4 1. 20 4. 40 2. the office
2. £10 5. tomorrow 3. a fax, too
3. headsets 4. only �75
page 17 4 1. d 2. b 3. e 4. a 5. c
5 1. f 2. e 3. a 4. d 5. c 6. b page 19
6 1. Invoice 5. VAT 5 1. c 2. e 3. d 4. b 5. a
2. Quantity 6. Delivery date
6 1. wide screen 4. all-in-one
3. Price per unit 7. Payment date
2. simple 5. practical
4. Subtotal
3. secure
7 A
7 1. flexible 4. high-resolution
1. postage and handling
2. slimline 5. top-of-the-range
2. charge it
3. built-in
3. account
B 8 1. user-friendly 4. powerful
1. shipping 3. cash 2. complicated 5. ergonomic
2. cheque 4. credit card 3. reliable
9 Possible answers
1
42 Your Turn A laptop: sturdy, portable, superfast, dependable,
compact, slimline, secure, top-of-the-range,
Good morning, DBC Computer Supplies,
A: practical, user-friendly, powerful, reliable
David speaking. Can I take your order please?
A printer: dependable, sturdy, slimline, simple,
Hello, David. It’s Sue from IT Global. We’re
B: top-of-the-range, user-friendly, reliable
running low on sound cards. Can you send
ten? What’s the price per unit? A mouse: dependable, portable, top-of-the-range,
built-in, ergonomic, reliable
A: £35 so … that will be £350.
A smartwatch: dependable, top-of-the-range,
OK. Have you got any of those grey WiFi
B:
practical, user-friendly, reliable
mouses left?
A: Yes, all of our customers like them.
B: I’ll take 25.
OK. They’re at a special price at the moment.
A:
Let me check … yes, they’re £22 per unit, so
that’ll be £550. Anything else?

1
Your Turn
5 52
Troubleshooting, page 20 A: Hello, helpdesk. How may I help you today?

Hi, I’m calling from Browne’s Department store.
B:
1 1. Check the power supply is working by trying I can’t open any programs on my computer.
it out with another device that works with
electricity. A: What do you mean?
2. If a program isn’t running fast enough, you B: I just get a ‘No signal’ message on my monitor.
might have to install it again. OK. You should check the connections first.
A:
Is the monitor connected correctly?
3. If your computer doesn’t react at all, you can
solve the problem using three keys. B: Yes, it is.
4. Try adjusting the screws if the monitor cable Have you tried disconnecting and reconnecting
A:
isn’t connected properly. the cable?
B: Yes, I’ve tried that.
5. A problem with sound / volume / volume
control can sometimes be related to the A: Maybe you need to replace the cable?
speakers’ connection. B: The cable is new. I bought it yesterday!
2 1. speakers 4. 10 A: OK. So, it isn’t the cable or the connections.
2. video 5. bottom B: I don’t think so.
You may have a loose connection inside the
A:
3. online
computer or the monitor. If I were you, I’d get a
technician to have a look at it.
page 21
B: OK. Can you get a technician to come around?
4 1. He has got a problem with his speakers. / He A: Yes. How about this afternoon at 3 pm?
can’t hear anything from his speakers.
Yes, that sounds fine. My office is on
B:
2. He is trying to watch a video. the ground floor opposite the cosmetic
3. the cables, the volume control under the video department. Thanks. Goodbye.
clip, the volume icon at the bottom of the
monitor 1. No signal message
4. Turn the volume on at the bottom of the monitor. 2. connections
5 1. power button 4. control panel 3. reconnected
2. volume control 5. mute box 4. new
3. loose connection 6. no signal message 5. loose connection
6. (this afternoon) at 3 pm
6 1. press and hold 4. freezes
2. restart 5. replace
Doing Repairs On-site, page 22
3. make sure
1 1. The Central Library is opposite the post office.
7 Possible answers 2. The job at the library is scheduled for Monday
1. You should log off your e-mail account when morning.
you’re finished.
3. The technician will be working at the Sports
2. My computer went for repair and now I must Centre for two days.
reinstall some programs.
4. Mr Norris’ office is on the left, at the end of the
3. Now, the fan isn’t working. I have to reopen the corridor.
case.
5. On Wednesday, the job is to install the new
4. Check the cable and then reconnect the client data software (and to show Mr Norris
mouse to the keyboard. and his team how to input data correctly).
5. At the end of the week, please shut down all
the computers in the office.
2 1. C 2. A 3. B
8 1. c 2. b 3. a 4. b 5. a 4
TIME PLACE JOB
Monday 1. post office 2. Do a virus scan
and remove any
viruses that are
slowing down the
system.
3. Tuesday department store 4. Recover some
Albion St lost data

page 23
2
5 1. follow instructions 6 Your Turn
2. back up
Phone call 1:
3. anti-virus software
Pam: Hello.
4. password Peter: Hello. Is that Robertson’s Computer Supplies?
5. lose Pam: Yes, it is. Pam speaking.
6. recover Peter: Hello, Pam. I’d like to speak to Sandra Jones,
6 1. off-site 3. reception please.
2. lift 4. exit Pam: She’s not here.
Peter: When will she be back at her desk?
7 1. post office 5. factory
Pam: I’m not sure, can I help you?
2. train station 6. airport
Peter: Can she call me back?
3. library 7. department store
Pam: Of course. What’s your name and phone
4. sports centre 8. shopping centre number?
8 1. g 2. a 3. d 4. b 5. e 6. f 7. c Peter: Please tell her that Peter Smythe from the
Post Office called. She’s got my number.
9 1. h 3. a 5. b 7. c
Pam: OK. Bye.
2. d 4. g 6. f 8. e
Phone call 2:
Ann: Good morning, Electrastore Parts, Ann
speaking. How can I help you?
6 Martin: Good morning. Could you put me through to
IT Helpline, page 24 Fiona Barnes, please?
Ann: I’m sorry. Miss Barnes is on the other line
1 1. c 2. a 3. e 4. d 5. f 6. b, g at the moment. Shall I put you through to
2 1. B 2. A 3. C someone else in the department?
Martin: No, it’s OK thanks. I prefer to speak to her
page 25 directly.
4 1. Compuset Ann: I see.
Martin: So could she please call me back?
2. Copy Shop
Ann: Certainly. Can you give me your name and
3. X300 RAM chips
phone number, please?
4. the latest software update
Martin: It’s Martin Newman and my number is
5 1. good 4. busy 921-8564.
2. closed 5. on the phone Ann: OK! I’ll get her to call you back as soon as
possible. Thank you for calling.
3. will 6. hear
Martin: Thank you.
6 1. repeat 5. dial a number
2. contact 6. extension number Ann Pam
3. put you through 7. state 3 1. a
nswers with the name of the
4. wrong number company
7 1. I need to speak to Betty as soon as possible. 3 3 2. offers assistance
It’s really important.
3 3 3. a
sks for the caller’s name and
2. Can you ask Mrs Ford to ring back tomorrow? phone number
I’m too busy to talk to her today.
3. I’ve got a client on the line who wants to speak
3 4. ends the conversation courteously
to the manager. Taking Messages, page 26
4. Try to avoid speaking too loudly on the phone.
1 1. Mr Patel
5. Can you remind Ms Burns to prepare the
2. Mrs Jacobs
invoice for Dell’s Computer Shop?
3. Jason Moore
8 1. a 2. e 3. f 4. c 5. d 6. b 4. Linda at PR Solutions
5. Mr Wright
6. Mr Bradford
7. Mrs Anderson

2 1. tech 5 1. IT maintenance department

2. client 2. customer relations department
3. accounting 3. sales and marketing department
4. contact details 4. accounts department
5. phone 5. human resources department
4 1. true 6 1. discuss it 5. damaged
2. false – He wants to speak to Chloe. 2. satisfied 6. opening times
3. true 3. charge 7. hold the line
4. false – Steve’s problem is urgent. 4. get back to you
5. true 7 1. f 2. d 3. a 4. b 5. e 6. c
page 27 2
Your Turn
17
5 1. out of town 6. hang up
Hello, Anna Parker speaking from IT
A:
2. in a meeting 7. put you on hold
maintenance.
3. on holiday 8. take a message
Hi, this is Jerry calling from CompuWorld. I’ve
B:
4. take down 9. leave a message got a problem with the client database you
5. cut off installed.
I’m sorry about that. What seems to be the
A:
6 1. line is busy 4. out of the office
problem?
2. spell that 5. return your call
We’re having problems accessing client
B:
3. interrupt information.
7 1. e 2. c 3. d 4. a 5. b OK, I’ll arrange for someone to come out and
A:
look at it for you.
8 1. in a meeting 4. deal with
Can you please arrange this as soon as
B:
2. left 5. return possible? It’s urgent.
3. urgent 6. took down Of course. Would you please remind me of
A:
your address?
B: Sure, it’s 29 Pine Avenue, Springfields.
I can send a technician out to you tomorrow
A:
7 morning, if that’s convenient.
Customer Service, page 28 Oh, yes, that’s great, thanks. We’re open from
B:
9 in the morning.
1 1. Accounts Department Is there anything else I can help you with today,
A:
2. IT Maintenance Department Jerry?
3. Human Resources Department Yes, please. I also need a quote for some new
B:
4. Sales and Marketing Department flash drives and external hard drives.
5. Customer Relations Department Sure, no problem. I’ll put you through to the
A:
sales and marketing department and they’ll be
2 1. school pleased to help.
2. sales and marketing B: Thanks for your help, Anna. Bye.
3. customer A: My pleasure. Bye.
4. SP1289
1. Jerry
5. sent
2. database
6. technician
3. client information
page 29 4. tomorrow morning
4 1. a number of laptops or tablets 5. 9
2. invoice
3. a problem with one of the heatsinks
4. name and number

Customer Complaints, page 30 4 1. false – The software testers will be at the meeting.
2. true
1 1. John Higgins is writing to the computer company
about the disappointing service he received. 3. false – She has got previous commitments on
that day.
2. The motherboard he received was missing a
part. 4. false – Most of the software testers will be tied up
at a conference on the morning of the 5th.
3. CompuNet lost a considerable amount of
business. 5. false – She will get back to her with more details.
4. A representative of the company was rude to
page 33
him and refused to offer compensation.
5. John Higgins plans to look for a new supplier. 5 1. c 2. a 3. d 4. b 5. f 6. e
2 1. a, b 2. a, b 3. b, c 4. a, b 5. b, c 6 1. a 3. a 5. a 7. b
2. b 4. a 6. a 8. b
page 31
7 1. video conference 4. equipment
4 1. assist 3. check my records 2. sharp 5. pack
2. suggest 4. lost in the post 3. light refreshments 6. break
5 Pairs with similar meanings: 1, 3, 4, 6 8 Possible answers
6 1. refund 4. losing business 1. time 4. tea and coffee
2. compensation 5. making a noise 2. busy 5. available
3. faulty part 6. doesn’t fit 3. late 6. stop
7 1. customer sales representative 2
Your Turn
2. customer sales representative 28
3. customer Jeff: Hello, Amy? It’s Jeff here. We’re trying to

4. customer sales representative schedule a meeting at the CompuTechno
5. customer annual conference and we’d like to make sure
you can attend.
6. customer sales representative
Amy: Sure. When is it going to take place?
7. customer
Jeff: Is 25th May convenient for you?
8. customer
Amy: 25th May? What day is that?
8 1. return 4. refund Jeff: It’s a Wednesday.
2. under warranty 5. compensation Amy: Let me check my diary … . Hmm! No, sorry!
3. refused 6. make a claim I’m afraid I’m going to be in Manchester that
day.
Jeff: OK. Let’s see. What about the following day,
Thursday, 26th May? Are you available then?
8 Amy: Thursday, 26th May? That might work. Are you
talking about the morning or the afternoon?
Scheduling Meetings, page 32 Jeff: In the afternoon, from two to five.
1 1. Type of meeting: product demonstration Amy: Two to five is OK, but I’ll have to leave at 5
2. When: Friday, 22nd February (from 10 to 12) o’clock sharp! I’m flying to a meeting in Italy
3. Where: the video conference room on the fifth that evening.
floor Jeff: Oh, really? Well, I don’t think that’ll be a
4. Meeting presenter: A representative from Star problem.
Computing Ltd Amy: Where is the meeting?
5. Contents of pack: product information and a free Jeff: It’s going to be at the business centre at the
USB stick Palace Hotel.
Amy: The Palace Hotel? Remind me, where is it?
2 1. Adminstration 4. afternoon
Jeff: It’s on Queen Street, opposite the train station.
2. software testers 5. later
Amy: Queen Street. Opposite the train station. Oh,
3. date that’s great.
Jeff: OK then, I’ll see you on 26th May. I’ll send an
e-mail about the meeting to everyone in the
department now.
1. 26th May 4. Palace

2. 2.00 5. train station
3. 5.00
Rescheduling Meetings, page 34 page 37

1 1. the IT Conference 4 1. T
2. the meeting with programmers in his office 2. F – Budget smartphones have got the same
3. the meeting with programmers at Op Tech basic functions but they haven’t got as many
extra features.
4. the meeting with helpline workers
3. F – Downloading films on budget smartphones
5. the meeting with Mrs Marks
isn’t as good as on more expensive models.
2 1. b 2. a 3. b 4. a 5. b 6. a 4. T
4 1. Mrs Marsden will stay at home for three days. 5. F – Batteries in expensive smartphones last
2. Mrs Marsden will attend the meeting on longer than in budget smartphones.
Wednesday.
5 1. b 2. d 3. f 4. c 5. a 6. e
3.
Wednesday, 6th January is convenient for
everyone. 6 1. b 2. b 3. a 4. a 5. b 6. a
4. Mrs Brody has got a staff meeting scheduled 7 1. battery life 4. dust-resistant
for the afternoon of 6th January. 2. zoom control 5. good value
5. They decide to reschedule the meeting for 11.00 3. mapping software 6. protective case
am.
2
page 35 39 Your Turn
5 1. b 2. b 3. a 4. b A: Hello. Can I help you?
B: Yes, I need a new smartphone. My old one is
6 1. c 2. d 3. f 4. a 5. b 6. e broken and I’d like something better this time.
7 1. b 2. d 3. a 4. c 5. f 6. e A: What kind of smartphone did you have?
8 1. quarter past ten B: It was the XL50.
2. twenty to four A: I see. Well, the XL50 was a budget model. Its
lenses and sensors were quite low quality.
3. ten past five
B: That’s right! My main problem with it was the
4. half past twelve camera. The photos weren’t good at all.
5. ten to six A: Indeed. If you want to take good photos, you’ll
6. twenty-five to five have to get a high-quality phone.
B: So what do you recommend?
9 1. postpone
A: I recommend going for a top-of-the-range
2. running late
model, like the XT75. The advantage of the
3. held up in a traffic jam XT75 is that it’s got an excellent camera and all
4. reorganise the latest features. It’s more expensive than the
5. appointment XL50, but it’s still good value.
B: What size is the screen?
6. feels ill
A: It’s got a 5.5 inch screen.
7. arrange
B: That’s great because I travel a lot and I need a
big screen to read the mapping software.
A: The screen is also shatterproof. That’s
9 important because screens are expensive to
replace.
B: Has it got any other special features?
Smartphones, page 36 A: Yes. Its battery life is much longer than other
phones … and we’ve got a special offer. You
1 1. C 2. B 3. A 4. D 5. B, C
get an extra battery free if you buy the XT75
2 1. B 2. D 3. A 4. C before the end of the month.
B: Thanks for all the information. I’ll think about it.
1. top-of-the-range
2. excellent
3. 5.5 inch
4. shatterproof
5. battery life
6. special offer

Smartphone Apps, page 38

1 1. Twitter 4. Skype
2. Google Translate 5. WhatsApp
10
E-mailing, page 40
3. Snapchat 6. Google Maps
1 1. T
2 1. Hi, what seems to be the problem?
2. F – The company is in the process of updating
2. Oh, that’s strange, I thought it was connected.
the e-mail system.
3. I think so.
3. F – You should not reply to an e-mail from a
4. OK, what next? sender you don’t recognise.
5. What’s that? 4. T
page 39 5. F – The IT department requests that the staff run
an antivirus program twice a week.
4 1. The customer can’t open any of the apps on her
smartphone. 2 1. spam 4. products
2. It says she has no connection. 2. businesses 5. quickly
3. The “settings” icon is on the home screen. 3. opened
4. The packet data box isn’t ticked.
page 41
5 1. b 2. f 3. a 4. e 5. c 6. d
4 1. She has received an e-mail from a company she
6 1. free 5. recipient doesn’t know. / She doesn’t know if an e-mail
2. characters 6. foreign language she has received is spam or not.
3. low rates 7. settings 2. A Word document is attached.
4. landline 3. The sender requests a price quote for some
products.
7 1. Can you translate this word into English, 4. Because the e-mail says it’s a list of products
please? they want a price quote for.
2. An error message will appear if you make a 5. He asks Elizabeth to forward the e-mail to him
mistake. to check.
3. Does this app allow us to create groups for
messaging? 5 1. g 2. e 3. a 4. f 5. b 6. c 7. d
4. My friends and I use Instagram to share our 6 1. username
photos. 2. attachment, blind carbon copy
5. If the message contains more than 140 3. Forward, folder
characters, you can’t tweet it.
4. junk, filter
6. This app helped me navigate through the city.
7. T
ap this and it opens the wireless and network
7 1. h 3. g 5. d 7. b 9. e
2. a 4. i 6. f 8. c
settings.
8. After you install the app, activate it with your
password.
8 1. logical
2. illogical – You can hear a voice message on your
phone.
3. logical
4. illogical – You usually use a landline phone inside
a building. / You usually use a mobile phone
outside a building.
5. logical
6. illogical – If you’re allowed to do something, you
can / may do it. / If you’re not allowed to do
something, you mustn’t do it.

6 1. The browser is the software used to find

2
49 Your Turn information on the web.
2. The Internet is the most popular source of
John: Sally, I’ve just got a message saying I need to information today.
clear some storage space in my inbox. I’ve got
more than 300 e-mails in my inbox! 3. A hyperlink is a word, phrase, or image that
sends you to another website.
Sally: Let me see. Hmmm … at least half of these
e-mails are starred. Haven’t you looked at 4. As you surf the net, a history of the sites you
them? visit is stored on your computer.
John: Yes, I have, but some of them are important 5.
Advanced search allows the web searcher to
and I didn’t want to delete them. narrow their searches by using different filters.
Sally: Then open a new folder and put them in there, 6. When you look for information on the Internet,
but don’t leave them in the inbox. you are doing research.
John: I think I’ll need more than one folder because 7. U
RL is another name for an address on the
there are at least three different subjects. Word Wide Web.
Sally: I’ll help you with that in a minute. What are 7 1. Ranking 4. keywords
these e-mails?
2. search engine 5. results
John: I didn’t know, so I didn’t open them.
3. search box
Sally: That’s smart. They’re probably spam. If you
want to find out about an unknown sender,
forward the e-mails to IT. If not, just delete
them.
John: Many of them have come from the same 11
source. Business Skills for IT, page 44
Sally: Yes, I can see that. There are about ten that
look like advertising for a medical company.
1 a. 5 b. 3 c. 1 d. 6 e. 2 f. 4
John: Oh, I definitely don’t need those. 2 1. website 4. documents
Sally: I think you should speak to IT about filtering 2. start 5. advanced
some of this junk mail for you. 3. enter
John: OK.
Sally: I’ll open some folders for you now, so that you page 45
can move the important e-mails out of the 4 1. d 2. c 3. e 4. a 5. f 6. b
inbox.
John: Thanks for your help, Sally.
5 1. a 4. b
2. b 5. b
1. create folders and sort e-mails into these folders 3. a 6. a
3. forward suspicious e-mails to the IT department 6 1. configured 3. customised
2. sort 4. enhance
Searching the Internet, page 42
7 1. The advertising department is working on a new
1 1. a 2. b 3. b 4. b 5. a 6. b layout for the spring catalogue.
2 1. fifth 4. exchange rate 2. Our public relations manager is planning a big
event for the staff next summer.
2. times 5. tips
3. Please send out a reminder to the staff about
3. settings
next week’s management meeting.
page 43 4. When you cut and paste, the data is stored on
the clipboard.
4 order
5. The manager’s personal preference is to hold
1. b 2. a 3. d 4. c
all meetings in the morning.
matching 8 1. F 2. T 3. F 4. F 5. T 6. F 7. T
a. 4 b. 2 c. 3 d. 1
5 1. b 2. a 3. a 4. b 5. a 6. a 7. b

2 1. sales – developer
3
6 Your Turn 2. key functions – customer
3. cheap – customer
Good morning, Mr Watson. You wanted to
Paula:
see me. 4. combine – developer
Yes, Paula, please sit down. I’d like to
Steve: 5. overnight – customer
discuss the next couple of days with you. 6. website – customer
We’re going to be very busy because of the
software conference on Wednesday. This page 47
morning, I want you to work with Janet on her
presentation for the conference. 4 1. T
Paula: She’s already designed the presentation. 2. F – You can download a trial version to use for
Yes, I know, but if she improves the layout and
Steve: 30 days.
embeds some short videos into it, it will be 3. F – You can buy the basic package now and
much more interesting. purchase add-on modules later.
Paula: OK. 4. T
This afternoon, please send reminders to all
Steve: 5. T
our customers about the conference.
Paula: Right, Mr Watson.
5 1. efficiency 4. subscription
2. fee 5. licence
First thing tomorrow morning, could you
Steve:
organise my correspondence, please? You 3. encode 6. existing
need to sort my e-mails into folders. If there 6 1. database 3. licensee
are any problems, you can call me.
2. Shareware 4. A module
Sure. Have you had a chance to look at the
Paula:
brochure designs for the conference? 7 1. d 2. f 3. c 4. a 5. b 6. e
Yes, I have, and I’ve told Sam my personal
Steve: 8
preference.
Tomorrow at 4.00 you’ve got a meeting with
Paula: Additional To do with
A person For free
accounting. software money
Yes, I know. Could we meet before that, say
Steve: vendor add-on cash flow shareware
at 3 o’clock? I’d like us to look together at licensee third-party payroll trial version
my report and the spreadsheets before the program
meeting.
Paula: Yes, of course. Is that all Mr Watson?
Ummm … Yes. But don’t forget you need to
Steve:
be at the conference on Wednesday at 9.30
to greet our guests. Thanks very much, Paula.
12
Word Processing, page 48
Today Tomorrow Wednesday 1 1. File Tab
Morning Work with Organise Mr Software 2. Access to some of Word’s most frequently used
Janet on her Watson’s Conference commands
presentation correspondence 3. In the Title Bar
Afternoon Send Look at report Software 4. Five
reminders and spreadsheet Conference 5. The Status Bar
about the with Mr Watson
conference 2 1. business 4. address
2. Template 5. big
Software, page 46 3. paragraphs
1 1. Application software and system software page 49

2. Application Software (General purpose
application programs) 4 1. File, New, Business Template, letter - c
3. System Software 2. Copy, Paste, Ctrl + v – b
4. System management programs 3. Insert, Header / Footer, Paste – a
5. Application Software (Application – specific
programs)

5 1. landscape 5. columns 2 1. graphic designer 5. graphic designer

2. page border 6. page break 2. client 6. client
3. header 7. cut 3. graphic designer 7. client
4. screenshot 8. format painter 4. client 8. graphic designer
6 1. e 2. c 3. f 4. a 5. b 6. d 3 1. Have you got any comments on the first draft?
7 1. copy and paste 5. undo 2. What would you like me to change?
2. find and replace 6. portrait 3. Also, the sign at the front of the picture is too
small for people to read.
3. footer 7. Redo
4. I need the logo to be more obvious, with bold
4. indent
colours and a large font.
8 Sentences for numbers 1, 3 and 4 are both correct. 5. I need to review the advert before Friday.
3
Can you send it to me by Thursday afternoon
17 Your Turn please?
Jane: I need to find the Manager’s Meeting page 51

document for the accountant. He’d like me
to make some changes. Can you help me? 5 1. draft 5. retouch
Gregory: Sure. 2. effects 6. layers
Jane: I filed it this morning and now I can’t find it. 3. Brightness 7. adjust
Gregory: An easy way to find something recent is to 4. contrast 8. shadow
go to the File tab and look at the list of recent 6 1. logical 4. illogical
documents.
2. logical 5. logical
Jane: Ah … here it is! OK. He wants me to change
the name. 3. illogical 6. logical
Gregory: That’s easy. Press on save as. Type the new 7 1. b 2. a 3. a 4. a 5. b 6. a
name into the file name window. 8 1. b 2. e 3. c 4. f 5. a 6. d
Jane: He wants to keep the original name, but I
must add January 2017.
Gregory: OK – so type that in and then save it.
Jane: Will it delete the old document? 13
Gregory: Not at all. That will still be there as well. Spreadsheets, page 52
Jane: Good. I must also insert the new logo that
was missing from the old document. 1 1. model 4763-223
Gregory: Where does he usually like the logo to be? 2. one
Jane: In the right-hand corner of the header. 3. network cables
Gregory: Do you know how to do that? 4. monitor model 4763-223
Jane: Yes, I’ll click on Insert, then AutoText, then 5. Taiwan
Header / Footer. Then I’ll cut and paste the 6. model 573-L3
logo into the text box.
7. 36 months
Gregory: That’s right. Don’t forget to save when you
finish making the changes. 2 1. parts 4. categories
Jane: Thanks, Greg. 2. formula 5. automatically
3. sort
1. accountant
2. File tab (recent documents) page 53
3. the name 4 1. F – The manager said to multiply the number of
4. old document parts by the price to get the final purchase price.
5. the right-hand corner of the header 2. F – The new employee needs to copy and paste
the formula into each cell.
Image Editing, page 50 3. T
4. F – The new employee wants all products of the
1 1. more people standing same type placed in one group from the first
2. bigger (and clearer) date purchased.
3. Dim / Adjust the brightness of 5. T
4. the first bike
5. face

5 1. bar chart 4. line graph Databases, page 54

2. scatter chart 5. pie chart 1 1. F – Mr Brandon works for a retail sportswear
3. flow chart company.
6 1. d 2. c 3. g 4. e 5. a 6. b 7. f 2. T
3. F – His business is located in Lipfield.
7 1. divide 4. Average
4. F – Helen J is his tech rep.
2. fill 5. Subtract
5. T
3. sum
6. T
8 1. Autosum 5. add
2. multiply 6. worksheet
2 1. e 2. c 3. f 4. a 5. d 6. b
3. cell 7. Clear page 55

4. scatter chart
4 1. 48 Tassmin Ave, Butler, Allegheny 19733
3
Your Turn 2. business
28
3. Mr Jeremy Carter, 56 Parker Street, Butler
Dan: L ena, I’m looking at the sales pie chart from 19942.
your department for the month of February. I
4. On Monday 20th September at 12.00.
see that laptops totalled 48% of all your sales.
That’s excellent! 5. By 1st October.
Lena: True, but this month laptop sales have gone 6. Natasha M, purchasing department
down and I don’t know why. 5 1. a 2. f 3. e 4. b 5. c 6. d
Dan: Don’t worry – I’m sure they’ll go up before the
summer. I noticed that in February, the sales of 6 1. owner 5. retail
scanners went down from 30% to 16%. 2. update 6. retrieve
Lena: I think that’s because most of the latest printers 3. store 7. query
have scanners too. But in total, printers and 4. records
scanners had an equal percentage of sales.
Dan: Yes. [pause] Now look at the worksheet
7 1. b 2. c 3. e 4. f 5. a 6. d
from January. In this column, you’ll see that
the number of printers you sold is higher in
February than it was in January.
Lena: That’s because we reduced the purchase 14
price. Building a Network, page 56
Dan: Ok. The sale of monitors in February was down
to 5%. That’s very low. 1 1. A network needs a hard drive, a backup
system, a secure e-mail and Internet connection
Lena: Yes, because people only come in for a and a printer.
monitor if their old one is broken. According to
Sally in our West Street branch, they sell more 2. A network allows employees to share files.
monitors than we do, because they also sell a 3. Modern businesses run faster with a fibre optic
lot of desktop computers. connection.
Dan: That’s true. What about projectors? 4. An Ethernet network is faster than a wireless
Lena: They don’t change – they were still at 15%. one.
On average, we sell the same amount every 5. If your desk is far from the wireless router, your
month. connection will be slower.
Dan: When we group these products together, your
department is doing very well, Lena. So I’ve 2 1. C 2. A 3. B
got a new item for you. We’re going to give
you mobile phones to sell. page 57
Lena: That’s great, Dan. That will certainly increase 4 1. GMD-14C Ethernet
the sum of our sales. 2. Control Panel
48% laptops 3. cable
16% scanners 4. Windows installation CD, Internet
16% printers 5. drivers
5% monitors
15% projectors
Lena’s department is going to sell mobile phones.

5 1. e 2. c 3. d 4. b 5. a Network Equipment, page 58

6 1. set up 1 1. b 2. b 3. a 4. a 5. a 6. b
2. topology 2 1. d 2. f 3. a 4. b 5. e 6. c
3. digital subscriber line (DSL)
4. Local area network (LAN)
page 59
7 Sentences 1, 2, 3, 4 and 6 are correct.

4 The technicians have already done tasks 1, 2, 4
and 5.
8 1. 1. workstation
5 1. firewall
2. remote access
2. unauthorised
2. 3. locate
3. Internet Protocol (IP) address
4. range
4. Traffic
3. 5. set up
5. incoming
6. topology
6. wide area network (WAN)
7. backup system
7. hub
3
39 Your Turn 6 1. c 2. e 3. a 4. d 5. b
7 1. A switch is a hardware device that filters and
Supervisor: It looks like you need help.
forwards packets of data.
IT person: Maybe. My client has just opened a new
2. Outgoing information is data we send.
business and I’m setting up the network.
It’s the first time that I’ve done this. 3. When different departments use the same
Supervisor: Do you know what you need? printer and photocopier, those are called shared
resources.
IT person: I think so. The computers will only be
in two rooms, so it will be a local area 4.
Transmission control protocol (TCP) is a set
network. of rules that controls communication between all
computers on the Internet.
Supervisor: Will you be using Ethernet?
5. With a code or password, employees are
IT person: No, the client prefers a wireless system
because of the customers who will be authorised to get into the system.
coming into the shop. 6. The entry point into a network is called the
How many workstations will there be?
Supervisor: gateway.
IT person: At the moment three, but I’m sure she’ll 7. A
daptors are hardware devices that allow
have more in the future. computers, peripherals and the network to
connect.
I suggest that you look at the more
Supervisor:
expensive routers. It’s better to go for a 8 1. broadband 4. resources
higher initial investment, especially if her
2. WAN 5. business grade
business is going to expand. She should
also get a DSL line for high-speed 3. firewall
Internet.
IT person: Ok. I also need some advice from you
about a backup system.
No problem, there are various options
Supervisor: 15
we can look at. Operating Systems, page 60
IT person: Look at this. It’s a plan of the
workspace. Could you help me draw up
1 1. programming language code
the topology? 2. graphics / a graphical user interface (GUI)
Sure. First, put the router in a central
Supervisor: 3. programs
position – here. It’s important that you 4. Internet
set it up carefully for maximum security
5. cannot
and range. It should also be off the floor
and away from walls and metal cabinets. 2 1. developed 4. familiar
IT person: OK. I remember learning that. 2. �200 5. technicians
Here’s the topology to show how to set
Supervisor: 3. requires
up the rest of the equipment. It shouldn’t
be difficult.
IT person: Thanks. This diagram will be very helpful.
1. T 2. F 3. T 4. DS 5. F 6. DS

page 61 Installing an Operating System, page 62

4 1. Linux 4. Windows 1 1. F – A 700 MHz processor is big enough to install
2. Windows 5. Linux Linux. / A 400 MHz processor is not big enough
(to install Linux)
3. Windows
2. F – Your data may not be safe when you install
5 1. b 2. b 3. a 4. a 5. b a new system. / Back up your data files before
6 1. budget 3. developers you install a new system.
2. storage 4. multi-task 3. F – You can’t install Linux and Windows in the
same disc drive. / You must install Linux and
7 1. Graphical User Interface (GUI) Windows in separate disc drives.
2. coordinate 4. T
3. development 5. T
4. programming language code
2 1. b 2. c 3. e 4. a 5. d
5. command line
8 1. b 2. d 3. e 4. f 5. c 6. a page 63
4 1. partition 4. version
3
50 Your Turn 2. back up 5. Reboot / Restart
3. 5 GB
Tammy: I’d like to change my operating system.
But you’ve got Windows. Why do you want
Victor: 5 1. e 2. c 3. f 4. b 5. a 6. d
to change? 6 1. pre-installed
Tammy: I’m tired of all the malware that gets into our
2. crash
computers.
3. BIOS (basic input / output system)
Haven’t you got a good anti-virus program?
Victor:
4. bit
Tammy: Yes, I have, but I believe that the Linux
operating system is more secure and 5. prerequisite
reliable.
7 1. You can install a patch to correct a problem
I’ve heard that too, but Windows is easier to
Victor: with a software program.
use.
2. The screen resolution is the number of pixels
Tammy: I know it’s more user-friendly, but you can’t that appear on your monmitor.
modify proprietary software. Sometimes I
need to make changes and I have to ask a 3. D
istro is a distribution of software available for
programmer to develop a special program the public.
for me. With open source software, you can 4. Each piece of data is a segment.
make changes. 5. The kernel is the central program with complete
I think you’re making a mistake. Windows
Victor: control of the operating system.
has got the best collection of software. 6. The infrastructure is the fundamental
Tammy: I know, but then I have to pay for everything architecture of a system.
because Windows is commercially owned.
7. A desktop environment is a set of tools that
Today, you can get thousands of programs
makesit easier for you to use your computer.
for Linux and everything is free. I can’t spend
my entire budget on computer software 8 1. b 2. c 3. d 4. e 5. f 6. a
every month.
Victor: What about technical support?
Tammy: Online support for Linux is freely available.
Do you know that Google, Facebook and 16
Twitter all use Linux?
Video and Sound, page 64
Victor: Oh – I didn’t know that.
1 1. B, C 2. A 3. C 4. C 5. B
W L B 2 1. website 4. pocket
1. Has got less malware 3 2. lens 5. equipment
3. images
2. Simpler to operate 3
3. Not possible to make changes 3
4. Many programs available 3
5. Free online support 3
6. Used by Google, Facebook and Twitter 3

page 65 Bill: It’s like a pocket-sized laptop.

4 1. He wants to know which innovative products Wendy: Not quite, but I don’t need to carry my
James thinks they should sell. laptop to lessons any more. It’s one of the
coolest technological devices I’ve ever
2. Yes. Because it got good reviews.
owned.
3. Because he thinks most people use their
phones as cameras. 1. write 4. translate
4. Because it fits in your pocket. 2. playback 5. 200
5. A flat surface, a smartphone or tablet 3. computer 6. rechargeable
5 1. flat surface
Gaming, page 66
2. charging cradle
3. virtual projection keyboard (VPK) 1 1. B 2. A 3. B, C 4. D 5. A 6. C
4. pocket-sized 2 1. c 2. f 3. a 4. b 5. d 6. e
5. 360 degrees
page 67
6. dongle
7. beam 4 1. memory capacity on his / her graphics card,
compatible
8. hands-free
2. 10 Mbps
6 1. g 2. d 3. b 4. f 5. a 6. c 7. e
3. QR scanner
7 1. a 2. b 3. b 4. b 5. a 4. many of the simpler games
8 1. an audio clip 4. dongle 5. goggles and a motion controller, like a wand
2. a beam 5. voice activated 5 1. F – If something is reputable, it has got a good
3. pocket-sized / handheld (device) reputation.
2. Correct
4
6 Your Turn 3. Correct
4. F – You dispose of something you don’t need.
Bill: Hi, Wendy. How’s college?
5. Correct
Wendy: Fine. I’m really enjoying my classes. Look
what I bought yesterday! 6. F – A
nti-spyware software is installed in a
computer in order to protect information
Bill: What’s that?
about the user.
Wendy: It’s the latest smartpen.
Bill: What does it do? 6 1. goggles
Wendy: It records everything you hear, say and 2. review
write, and links your audio recordings to 3. first person shooter (FPS)
your notes, so you can find what you need. 4. gaming platforms
I can play back anything the teacher has
said whenever I want to. 7 1. MMORPG 4. gadgets
Bill: Is it voice activated? 2. involve 5. virtual reality
Wendy: No. I need to tap on my notes to start 3. revealed 6. motion
recording. Then I tap on them again for
playback. I can connect it to my computer 8 1. b 2. d 3. e 4. a 5. c
or smartphone and it downloads my
lessons and notes.
That’s cool! So you can go over each
Bill:
lesson when you get home.
Wendy: Yes, I can. It’s got amazing capabilities.
There’s also an automatic translate
function. For example, you write a word in
English and it says the word in Spanish. It’s
great for my Spanish class.
Bill: How much memory has it got?
Wendy: This one has got two gigabytes. It can hold
200 hours of audio or thousands of pages
of notes. It’s got a rechargeable battery
that you can charge from your computer.

Did you find the payment process safe and

A:
17 easy to use?
Yes, I saw your trust logo and felt completely
B:
Website Hosting, page 68 confident using it.
1 1. To maximise the number of hits you receive. A: Did you use our free helpline?
2. They will implant keywords to give high SEO B: Yes, I did.
across multiple search engines. A: How were they able to help you?
3. Social media applications They were great. They helped me assemble
B:
4. They will monitor users’ activities with real-time the desk.
analysis and you will get immediate feedback OK, I’ll make a note of that. One last thing, did
A:
from your website interactions. you provide feedback about your shopping
5. Because of the trust logo which allows experience?
customers to view your trusted state and No. Next time I’ll click on the social share
B:
business credentials. buttons. I’ve put your domain into my list of
favourites so that I can find your website
6. Through the 100% secure payment gateway
easily.
and PCI compliance.
A: Thanks very much, you’ve been very helpful.
2 1. d 2. e 3. a 4. f 5. b 6. c
1. I read some of the social proof reviews.
page 69 2. a computer desk
4 1. generate more visits to your website 3. (about) 20 minutes
2. customer data is not revealed 4. Yes
3. answers customers’ questions 5. Yes
4. post comments 6. No
5. make a purchase
Cloud Computing, page 70
5 1. c 2. d 3. g 4. f 5. a 6. b 7. e
1 1. the Internet, your computer’s hard drive
6 1. e 2. c 3. b 4. a 5. d 2. what they use
7 1. worth 3. service providers, reliable Internet connection
2. increase 4. cloud-based applications, applications
3. feedback 5. costs are shared by a number of users
4. social share buttons 6. a single organisation
5. trust logo 2 1. cloud computing 4. needs
6. credible 2. money 5. advantages
7. payment gateway 3. company 6. private
8. PCI
page 71
4
17 Your Turn 4 The advantages in sentences 1, 2, 4 and 6 are
mentioned.
Hello, madam, according to our records you
A:
recently bought a product online via our new 5 1. b 2. d 3. e 4. c 5. a
website.
6 1. payment per usage 4. third-party
Could you answer a few questions about your
user experience? 2. Multi-user 5. on-demand
B: Sure. 3. self-service
A: Why did you choose our site? 7 Sentences 1, 2, 4 and 5 are logical.
B: I read some of the social proof reviews.
8 1. perfect 5. might
A: What did you purchase from our site?
2. unauthorised 6. should
I bought a computer desk. I chose the desk
B:
3. can’t 7. have got
from your latest brand of office furniture.
How long did you browse our site during this
A: 4. no one else 8. enlarge
visit?
About 20 minutes before I made my purchase.
B:
It was worth spending the time to get the right
product.

9 Possible answers Yes, it’s a scam. We’ve received a number

Philip:
1. can of calls this morning about this phishing. It
seems that a bulk e-mail has gone out to
2. else some of our clients. At the moment, we are
3. lose monitoring all outgoing transactions and
4. waiters sending notification of the risk to all our
clients.
5. many
Does this mean that thieves are trying to get
Client:
6. monthly / fixed / annual into my account?
Philip: Yes, they could be.
Is there anything I can do to ensure this
Client:
18 doesn’t happen again?
Yes. First delete the e-mail immediately. Don’t
Philip:
Online Safety, page 72 reply! Then, adjust your filters to block any
1 Tips 1, 3, 5 and 6 are mentioned. further e-mails from this undesirable sender.
Don’t put your password on any document
2 1. websites 4. safe except the bank’s website-protected sign-in
2. limit 5. inappropriate page.
3. set I will. Thanks, Mr Clark. I’m so pleased I
Client:
called you.
page 73
4 1. b 2. d 3. a 4. c
Who …? Client
Bank
Employee
5 1. d 2. e 3. b 4. a 5. c
1. reported the scam 3
6 1. make … public 4. Password protect
2. privacy settings 5. parental control 2. was suspicious because of 3
the logo
3. Identity theft
3. knew about the phishing 3
7 1. profile 4. block
4. wanted to prevent this from 3 3
2. fraudulent 5. monitor
happening again
3. ensure 6. corrupt
5. will adjust the filters 3
8 The pairs of sentences in numbers 1, 3 and 5 have
got similar meanings.
Protecting Your Business, page 74
9 1. b 4. e
2. f 5. d 1 1. a 2. b 3. b 4. a 5. a
3. a 6. c 2 1. B 2. C 3. A
page 75
4
28 Your Turn 4 1. T 2. DS 3. F 4. F 5. T
Client: H
ello. This is Dorothy Myers. Who am I 5 1. gain entry to 4. agenda
speaking to? 2. establish 5. safeguarded
Hello, Mrs Myers. This is Philip Clark. I’m the
Philip: 3. attempted
customer relations officer at the bank.
I think I’ve got a problem, Mr Clark. This
Client: 6 1. g 2. d 3. f 4. c 5. b 6. a 7. e
morning, I got an e-mail from the bank, 7 1. aware of
asking me to confirm my password by filling
in a form on the e-mail and sending it back. 2. real-time protection
I was a bit surprised because the bank only 3. multi-factor authentication
asks for my password when I log into your 4. breach
website. The other thing that seemed to be
suspicious was the logo. I checked it against 5. sensitive
some other correspondence that I’ve had 6. penalty
from you and it looks fraudulent. 7. reassess
8 1. sensitive 4. penalty
2. breach 5. gain entry to
3. safeguard

4
Your Turn
19 39
Applying for a Job, page 76 Welcome to Radio NSF. Today, we have some tips on

how to prepare for a successful job interview. First
1 1. F – configuring hardware, peripherals of all, be on time. This is very important. Arriving
2. T – performing daily backup operations late makes a very bad impression. Second, dress
3. T – providing technical support to staff / professionally. Don’t wear the same clothes that you
excellent problem-solving skills wear to hang out with your friends. It’s important
to make a good first impression. Third, answer
4. F – computer science certificate questions clearly and politely. Don’t just say ‘yes’ or
5. T – system administration certification in Linux ‘no’. Give examples. Fourth, bring a copy of your
and Microsoft CV and any other relevant documents. Make sure
6. F – minimum three years’ previous experience all your documents are well-organised in one folder.
Finally, practise. Make a list of the questions an
7. F – ability to work overtime interviewer might ask. With a friend, practise asking
8. T – excellent people skills and answering the questions.
Everyone gets at least a little nervous before an

2 1. Pleased
interview. It’s quite natural. If you follow these tips,
2. Have a seat you’ll feel confident during your interview – and will
3. operating systems engineering hopefully get the job. Oh ... and one last tip – don’t
forget to smile!
4. staff
5. city The presenter mentions tips 1, 2, 4, 5, 6, 8.
6. essential
Interviewing, page 78
page 77
1 1. Bradford 4. English and German
4 1. the director of Human Resources 2. no 5. 1
2. computing and information technology 3. HTML, C++
3. assistant IT administrator
2 1. come in 4. health
4. they moved their offices to another city
2. details 5. 1st March
5. hard-working, responsible and willing to work in
3. no problem
in a team
5 1. team page 79
2. educational background 4 1. d 2. b 3. a 4. e 5. c
3. experience
5 1. permanent 6. retire
4. overtime
2. temporary 7. fire
5. fast-growing technologies
3. starting salary 8. recruit
6. under pressure
4. retirement benefits 9. shifts
7. people skills
5. hire 10. schedule
8. certification
9. secondary school, vocational training 6 Accept all logical answers.
6 lazy, hard-working 7 1. e 2. c 3. b 4. a 5. d
relaxed, nervous 8 1. a 2. a 3. b 4. b 5. a
confident, insecure
shy, outgoing
7 1. hard-working 5. shy
2. nervous 6. highly skilled
3. responsible 7. knowledgeable
4. organised

Male: Y es, that’s why I can only work part-time at

the moment.
20 Female: Yes, I see. Well, we often hire people with
Preparing a CV, page 80 good qualifications to work part-time, so
that won’t be a problem, but it can get very
1 1. six (Personal details, Education, Work busy here at times. How are you at working
experience, Languages, Skills, References) under pressure?
2. yes Male: I work very well under pressure. I’m very
3. yes organised and I believe that helps!
4. no Female: Great! Thank you for coming. We’ll be in
touch with you shortly regarding our final
5. someone from a place where you studied and
decision.
someone from a place where you worked
2 1. Work experience 1. a 2. b 3. a 4. b 5. a
2. Personal details
3. Personal details Writing a CV, page 82
4. Education 1 1. b 2. c 3. c
5. Skills
page 83
page 81 2 1. Ms Grander
3 1. a 2. b 3. a 4. b 5. a 6. b 7. b 8. a 2. on Job4U.uknet.uk
4
Personal Details: married, single, gender, male, 3. on 16th June, 1995
divorced, female, marital status 4. in the Institute of Technology and Coursara

Education: graduate, certificate, Bachelor’s degree, 5. yes
formal training 6. two (English (native), German (advanced))
5 1. single, divorced 4. personal details 3 Home address
2. formal training 5. current job reference from a place where she studied
3. Bachelor’s degree 6. fluent
4
38 Your Turn
Female: P lease tell me about your current job as a
support technician.
Male: I work in the IT department of Rightprice
Supermarkets.
Female: I see. According to your CV, you’ve been
there for two years.
Male: That’s correct.
Female: OK. It says here that you are responsible
for maintaining the company’s computer
services and hardware and that you provide
computer support to company employees.
Can you give me some more details?
Male: My responsibilities also include
troubleshooting to solve technical problems
and installing or updating hardware and
software.
Female: I see that after you graduated from
secondary school, you took a vocational
course at Edison College and that
you received a Computer Technician
Certification.
Male: Yes, and I’ve also completed a course in
information technology.
Female: I’m sure that’ll help you with your work
here and I see that you’re studying for a
Bachelor’s Degree in Computer Sciences,
too.

Writing Guide 5
page 106
1 An e-mail providing directions for a
page 102 technician’s visit
A business card 1 1. 9.00 on 11th October
1 1. Alice Morton 2. on Rose Street
2. Web Designer 3. the fourth floor
3. 077 9975 65648 4. Turn left when you get out of the lift and his
4. 54 High Street, Riverdale, England office is at the end of the corridor on the right
1 6
page 102 page 106
An e-mail introducing a new employee A message
1 1. all employees (in the company) 1 1. Neil Chester
2. Human Resources Assistant 2. Jack Sherman
3. Support Technician 3. Jack didn’t get the software he ordered.
4. an electronics company near Leeds 4. Call Jack as soon as possible.
5. Grace Hopkins
2
page 103 7
An e-mail requesting a quote page 107
2 1. reliable suppliers of computer parts A letter of complaint

2. we would be grateful if you could send us a 1 1. six barcode scanners and 20 headsets
quote for the items listed below 2. 33947
3. their payment terms and required delivery date 3.
The goods arrived later than agreed, only 16
4. Robert Clark, Head of IT headsets were received and one of the barcode
scanners is damaged.
4. that the company look into the matter as soon
3 as possible (and contact him)
page 104
An e-mail providing ordering instructions
7
1 1. Warehouse Manager page 107
2. the monitors
A response to a letter of complaint
3. microphones
4. black ink (for the HD ink-jet 500 printers) 1 1. Lucy Peterson (Customer Service, Speedy
Hardware Supplies)
2. the letter of 3rd November that she received
4 from Mr Evans
page 105 3. She apologised. She is sending the missing four
headsets and a new barcode scanner to replace
A reply to a quote request the damaged one
1 1. a computer supplies shop 4. a 10% discount on his next purchase
2. express delivery
3. that they accept 30-day payment terms
4. five days after the order is confirmed

8 12
page 108 page 109
An e-mail requesting a meeting An e-mail commenting on an image
1 1. the company’s plans for next year’s new 1 1. trainers
products 2. to give him feedback on the image / to ask for
2. Tuesday, 5th April, from 10.00 till about 12.00 changes to the image
3. in the first floor conference room 3. it isn’t very clear
4. Yes. 4. She wants bold colours and wants it to be
larger.
8
13
page 108
page 111
An e-mail declining an invitation to a meeting
An e-mail containing requirements for a
1 1. Ray Carter
database
2. He has got a previous commitment which he
cannot cancel. 1 1. a database for the marketing department
3. the following day / Wednesday, 6th April 2. information regarding product types, quotes to
customers and sales figures
4. the inconvenience
3. they must be able to access information quickly
and easily
9 4. a function that allows them to get a customer
profile based on all previous enquiries, quotes,
page 109
sales and complaints
A product description
1 1. Maxi 343
2. a camera, speakerphone, GPS monitoring
14
system and office apps page 112
3. its long battery life An e-mail discussing network specifications
4. it is not at all expensive compared to other 1 1. to give specifications for setting up their network
smartphones in the same range
2. because they would like to avoid the cost of
installing cables in their offices
11 3. 30-40 workstations and 10 printers

4. a topology diagram, a list of the equipment
page 109
needed and the cost
An e-mail recommending software
1 1. Eve McMillan (Sales Department, Software
World) 16
2. in reply to Ms Andersen’s e-mail regarding page 112
software for her accounts department / to offer A review of a computer game
a new program
3. SimpleAcc
1 1. Wizarding Empires
2. to build the best empire
4. It allows companies to check all their records
and control their cash flow very quickly. 3. goggles and a motion controller
5. a 24-hour helpline offering technical support 4. it’s very expensive

17
page 113
An e-mail giving specifications to a website
host
1 1. his company wants to create a website and
Ms Redwood’s website hosting services were
recommended to them
2. children’s clothes
3. an online store
4. He wants to ensure a high SEO across multiple
search engines
5. that it’s essential that the payment gateway be
100% secure
18
page 114
A memo about company cyber security
1 1. He is a member of the IT department
2. to remind staff of the company’s security policy
3. people with administrative privileges
4. it is not allowed on work computers
19
page 115
An e-mail requesting information about a job
1 1. on JobFinder.com
2. Yes.
3. Yes.
4. No.

Workbook Answer Key
Vocabulary and Functional Language
1 2
page 4 page 6
1 1. keyboard 5. monitor 1 1. USB port 4. heat sink and fan
2. system unit 6. mouse 2. motherboard 5. sound card
3. software 7. laptop 3. processor
4. data 8. Apps 2 v p a d l j f y n w s
2 1. invention s d b a s i c u a t p
2. engineer q u i c k h k s r x n
3. entertainment u d c s w c f e r m z
4. holiday h j y t b h m f o s k
5. design t l a r g e q u w r w
6. consumer s n z r n a r l o u d
h e a v y p g s j k t
7. computer game
3 1. b 2. a 3. b 4. a 5. b 6. b 1. cheap 5. loud
2. basic 6. useful
4 1. three hundred and forty-eight
3. heavy 7. large
2. six hundred and fifty-two
4. quick 8. narrow
3. seven hundred and thirteen
4. one thousand nine hundred and thirty-eight 3 1. b 5. a
5. eight thousand five hundred and twenty-seven 2. g 6. d
3. e 7. h
5 1. a 2. b 3. b 4. a 5. a 6. a
4. c 8. f
page 5 4 1. b 2. c 3. b 4. a 5. a 6. c
6 1. designs
page 7
2. operate
3. solve 5 1. turn off 4. unscrew
4. give 2. screw 5. Unplug
5. upgrade 3. connect 6. detach
6. input 6 1. side panel, front panel
7. install 2. switch, cable
8. Startup 7 1. slot 4. socket
9. troubleshoot 2. switch 5. cable
7 1. c 4. b/e 3. clips
2. d 5. a 8 1. seventh 5. second
3. f 6. e / b 2. third 6. sixth
1. web designer 3. fifth 7. fourth
2. helpdesk technician 4. eighth 8. first
3. data entry operator
4. network administrator
Say It!
5. software tester 1. Good. Now put the panel back on the computer.
6. support technician 2. What do you need to use it for?
3. How can I help?
Say It! 4. It’s on special offer this week.
1. e 2. g 3. d 4. f 5. c 6. a 7. b

Workbook Answer Key
Say It!
3 1. e 2. c 3. d 4. b 5. f 6. a
page 8
1 1. escape key
2. function keys
4
page 10
3. backspace key
4. delete key 1 1. price 3. payment date
5. caps lock key 2. payments 4. invoice
6. control key 2 1. c 2. f 3. g 4. e 5. b 6. a 7. d
7. command key 3 1. a 2. b 3. b 4. a 5. b
8. modifier key
9. space bar page 11
10. return key 4 1. a, b 5. a, c
11. arrow keys 2. b, c 6. a, b
12. numeric pad 3. a, c 7. b, c
2 1. arrow keys 5. delete key 4. b, c 8. a, b
2. space bar 6. tab key 5 1. better protection

3. shift key 7. function keys 2. very little
4. alt key 3. can’t
3 1. in the middle of 4. scanner, copier and fax

2. above 5. processor
3. between
4. over Say It!
5. next to / beside 1. b 2. b 3. a 4. a 5. b 6. a
6. under
7. next to / beside
7. behind 5
9. below page 12
10. on 1 1. loose connection 4. volume control
2. mute box 5. control panel
page 9 3. power button 6. no signal message
4 1. question mark 2 Tick 2, 3, 5
2. comma
3 1. reopen 4. Press and hold
3. at symbol
2. reinstall 5. restart
4. full stop
3. log off
5. exclamation mark
4 1. a, c 4. a, b
6. and symbol
2. b, c 5. a, c
7. quotation marks
3. b, c 6. b, c
8. slash
9. apostrophe
5 1. 1. password 2. 5. shut down
2. back up 6. anti-virus software
10. hyphen
3. lose 7. follow the instructions
5 1. d 2. a 3. e 4. b 5. c
4. recover
6 1. e 6. d
2. f 7. b page 13
3. a 8. i 6 1. turn left
4. g 9. h 2. opposite
5. c 3. go straight
7 1. run out of 5. run low on 4. at the end of the corridor
2. ordered 6. obsolete 5. on your right
3. reorder 7. broken 6. on your left
4. overstocked 7. turn right

Workbook Answer Key
Say It! 6 1. b 2. a 3. b 4. a 5. b
7 1. d 2. c 3. a 4. b
Have students translate the sentences into their own
language.
Say It!
1. c 2. f 3. e 4. a 5. d 6. b
6
page 14
1 1. d 2. c 3. f 4. b 5. g 6. e 7. a 8
page 18
2 1. as soon as possible
2. deal with 1 1. scheduled
3. speak up 2. check your calendar
4. dial a number 3. reorganise
5. on the line 4. cancel
6. take a message 5. postpone
7. in a meeting 6. alternative date
3 1. remind 3. contact 2 1. equipment

2. hang up 4. unavailable 2. break
3. convenient
4 Tick: 1, 3, 4, 6
4. confirm
5 1. caller 4. state
5. participants
2. extension number 5. wrong number
3. Be careful
3 1. c 2. f 3. e 4. a 5. d 6. b
4 1. leave urgently
page 15 2. get the dates mixed up
6 1. a 2. b 3. a 4. b 5. a 6. a 7. b 3. held up in a traffic jam
7 1. d 2. a 3. f 4. b 5. c 6. e 4. feel ill
5. get lost
Say It! 5 1. b 2. a 3. a 4. b 5. a 6. b
1. How may I help you?
page 19
2. I’ll put you through to the support technician.
3. I’m afraid that he is unavailable at the moment.
6 1. took place
2. gave a presentation
4. Could you ask him to return my call, please?
3. attended the meeting
5. Can you spell your last name, please?
4. made arrangements
5. tied up
7 6. previous commitment
page 16 7. hold a meeting
1 1. d 2. c 3. a 4. e 5. b 8. busy
2 1. e 2. c 3. d 4. b 5. a 7 a. half past twelve

b. quarter to eleven
3 1. get back to 5. making a noise
c. quarter past nine
2. discuss it 6. doesn’t fit
d. quarter past ten
3. charge 7. make a claim
e. half past two
4. hold the line
f. ten past two
4 1. a 2. a 3. b 4. b
1. b 2. e 3. d 4. a 5. f 6. c
page 17
5 1. opening times
Say It!
2. shipping date Have students translate the sentences into their own
3. customer number language.
4. wrong item
5. enquiries

Workbook Answer Key
9 10
page 20 page 22
1 1. e 3. f 5. h 7. c 1 1. inbox 4. username 7. forward
2. d 4. g 6. a 8. b 2. starred 5. Spam 8. Malware
1. battery life 3. filter 6. junk 9. signature
2. good value 2 1. d 2. c 3. b 4. e 5. a
3. water-resistant
1. save the draft 4. unknown sender
4. child-safe
2. mark as read 5. e-mail client
5. protective case
3. blind carbon copy
6. mapping software
3 1. b 2. c 3. g 4. f 5. d 6. a 7. e
7. budget model
8. zoom control
4 1. search box 3. results 5. hyperlink
2. keywords 4. URL
2 1. feature
2. lens page 23
3. speakerphone 5 1. custom 4. browsers 6. research
4. remotely 2. Ranking 5. history 7. term
5. device 3. source
6. shatterproof 6 2. A GPS will help you navigate a city.
3 1. child-safe, GPS monitoring system 5. It’s easy for the Internet to find the topic when
2. office apps, high-quality, features users combine words and symbols.
3. device, dust-resistant 6. A search engine is a type of software program.
4 t r a n s l a t e h v
Say It!
v b x m l a d w h p t
d e t o f t k e a a t 1. b 2. a 3. a 4. a 5. b
n a v i g a t e p h y
o b p r x p l t p k a
f s e p k h e c e h j
11
z c r m e o s h a r e page 24
sor
m q a c t a y z r s l
1 tcustomis hance
em fi gureapplyen
a l l o w z r w o b l ergecon
1. enhance 4. customise
1. translate
2. configure 5. sort
2. tweet
3. apply 6. merge
3. Tap
4. allow 2 1. track 5. events
5. appear 2. display 6. Correspondence
6. navigate 3. chart 7. reminder
7. share 4. table
3 1. b 2. a 3. b 4. a 5. b 6. a
page 21
4 1. copyright 4. licence
5 1. a 2. b 3. a 4. a 5. b 6. b 7. a 2. task 5. database
6 1. e 2. c 3. d 4. a 5. b 3. Cash flow 6. subscription
Say It! page 25
1. e 2. f 3. c 4. d 5. b 6. a
5 1. d 3. g 5. a 7. f
2. e 4. h 6. c 8. b
6 1. 1. existing 2. 4. licensee
2. utilities 5. shareware
3. fee 6. cloud-based

Workbook Answer Key
Say It!
Have students translate the sentences into their own 13
language. page 28
1 1. The sum of nineteen and six is twenty-five.
12 2. If you divide twenty by five, you get four.

3. If you subtract five from thirty, you get
page 26
twenty-five.
1 1. c 3. f 5. a 7. e 4. If you multiply nine by three, you get
2. g 4. h 6. b 8. d twenty-seven.
1. format painter 5. If you add five hundred to one thousand, you
2. title bar get one thousand five hundred.
3. view buttons 6. The average of two, eight and eleven is seven.
4. page break 2 1. purchase price 4. fill
5. file tab 2. cells 5. grouped together
6. quick access tool bar 3. According to
7. Copy and paste
8. find and replace 3 s h e e w r o w d
o z c l o k f c e
2 Across ➞ Down
➞
a s c e r m o e s
4. undo 1. columns w c x m k z r n c
5. screenshot 2. footer a u t o s u m w e
6. indent 3. landscape z d f m h k a i n
3 1. cut 5. portrait r e m f e x t n d
k s c l e a r g i
2. status bar 6. menu bar
w o r x t o r m n
3. page borders 7. header
a s c e n d i n g
4. redo
1. descending 4. clear
page 27 2. worksheet 5. format
4 1. resize 4. draft 3. Ascending 6. autosum
2. layers 5. background 4 1. d 2. c 3. a 4. e 5. b
3. zoom in 6. dim
5 1. blur 4. retouch page 29
2. rotate 5. brightness 5 1. a 2. b 3. a 4. a 5. a 6. b
3. crop 6. enlarge 6 1. query 5. retail
6 1. sharpen 5. effects 2. Null 6. cross-reference
2. contrast 6. Brush 3. Classification 7. field
3. zoom out 7. adjust 4. criteria
4. shadow 7 1. tech rep 4. billing address
2. title 5. balance
Say It! 3. post code 6. owner
1. d 2. e 3. b 4. a 5. c
Say It!
1. f 2. d 3. e 4. c 5. b 6. g 7. a

Workbook Answer Key
14 15
page 30 page 32
1 1. c 2. d 3. a 4. g 5. b 6. e 7. f 1 1. proprietary
1. remote access 2. Graphical user interface
2. local area network 3. entire
3. Internet service provider 4. developer
4. high-speed 5. command line
5. set up 6. Bundled software
6. fibre optic 2 Tick 2, 4, 6
7. backup system 1. Commercially owned companies give their
2 1. range customers software for a fee.
2. Transmission 3. Programmers work on the development of
3. digital subscriber line a product.
4. router 5. A flash drive is used for storage.
5. Topology 3 1. freely available 4. budget
6. workstation 2. multi-task 5. release
7. Ethernet 3. open source 6. stable
8. packet hidden word: issues
3 1. b 2. a 3. a 4. b 5. a 4 1. screen resolution 4. patch
4 1. subnetwork 2. components 5. step-by-step
2. business grade 3. allocate 6. requirements
3. wide area network 5 1. distro 5. BIOS
4. authorised 2. bit 6. segments
5. shared resource 3. infrastructure 7. run
6. transmission control protocol 4. pre-installed
6 1. environment 4. kernel
page 31
2. prerequisite 5. crashes
5 1. f 2. d 3. g 4. a 5. c 6. e 7. b
3. partition
6 Across ➞ Down
➞
1. unauthorised 2. traffic page 33

4. incoming 3. switch 7 1. the budget for it
6. firewall 5. gateway 2. Have you allocated, open source materials
3. release some new software, on the development
Say It! 4. freely available
1 1. Ethernet network
Say It!
2. printer to connect to it
3. available printers 1. c 2. f 3. e 4. a 5. d 6. b
4. locate the printer
5. from the Internet
16
2 1. local area network
page 34
2. need a WAN
1 1. c 2. e 3. a 4. f 5. d 6. b
3. routers and switches
1. flat surface 4. voice activated
4. I’ll take more, just in case
2. Lithium-ion batteries 5. hands-free
5. we need to supply
3. charging cradle 6. pocket-sized
2 1. rechargeable 5. pair
2. output 6. Tilt
3. Infrared 7. capabilities
4. audio clip

Workbook Answer Key
3 1. Dual 4 a f f o r d a b l e
2. 360 degrees m d c a i d e a l c
3. dongle a c r f s o l e l y
n a m f k a g e s k
4. handheld
a d v a n t a g e y
5. beam
g l g v k a b l e s
6. virtual production keyboard e y d e c r e a s e
7. playback
1. advantage 5. affordable
olvereviewsenrichmo blewandreveal
4 fakeinv tionreputa 2. decrease 6. solely
3. manage 7. risk
1. wand 5. fake
4. ideal
2. reviews 6. involve
3. Enrich 7. Reputable page 37
4. reveal 8. motion 5 1. d 2. e 3. b 4. a 5. g 6. c 7. f
page 35 6 Tick: 2, 4
5 1. a 2. a 3. a 4. b 5. b
Say It!
6 1. virtual reality
1 1. live chat feature and a free helpline
2. gadgets
2. social share buttons
3. goggles
3. social media sites
4. flight stick
5. augmented reality 2 1. server resources
6. dispose of 2. scale up and down
7. reputable 3. storage space
8. reviews 4. bandwidth
9. scam
Say It!
18
page 38
1. b 2. f 3. d 4. e 5. a 6. c
1 1. a,c 2. b,c 3. b,c 4. a,c
2 Across ➞ Down
➞
3. undesirable 1. suspicious
17 4. trick 2. monitor
page 36
5. fraudulent 6. ensure
1 1. social share buttons 7. corrupt
2. feedback
3 1. bulk e-mails 5. hide
3. worth
2. Identity theft 6. Adware
4. payment gateway
3. risk 7. post
5. trust logo
4. profiles
6. domain
4 1. recovery 5. breach
7. social proof
2. establish 6. e-commerce
8. SEO (search engine optimisation)
3. malicious code 7. make public
2 1. compliant 4. credible
4. reassess
2. seamlessly 5. brand
3. incorporate 6. increased page 39
3 Tick: 1, 5 5 1. b 2. b 3. b 4. a 5. b 6. a
2. If you want to have a website, you need a web 6 1. multi-factor authentication
hosting service.
2. aware of
3. Google apps are part of the G suite.
3. attempted
4. Companies need to mask their customers’
4. sensitive
personal information.
5. safeguarded
6. Website traffic is the number of visits a website
gets. 6. virtual private network
7. tools
Workbook Answer Key
Say It!
Have students translate the sentences into their own 20
language. page 42
1 1. c 2. e 3. a 4. f 5. d 6. b
19 2 1. 1. job description
2. formal training
page 40
3. certificate
1 1. team
4. fluent
2. overtime
5. married
3. vocational training
2. 1. personal details
4. certification
2. male
5. experience
3. divorced
2 1. people skills
4. career objectives
2. under pressure

5. graduated
3. fast-growing technologies

6. Bachelor’s degree
4. secondary school

7. references
5. educational background
3 1. single
3 Across ➞ Down
➞
2. reference
1. insecure 2. shy
3. fluent
5. lazy 3. confident
4. graduated
7. organised 4. relaxed
5. details
8. nervous 6. outgoing
6. birth
4 1. a 2. a 3. b 4. a Hidden word: gender
page 41 Answer to question: c
5 1. e 3. b 5. h 7. c 4
Searching the Internet: hits, research, URL,
2. d 4. f 6. a 8. g keywords

Rescheduling Meetings: running late, arrange,
6 1. hire
postpone, cancel
2. fast learner

Ordering Supplies: price, VAT, invoice, quantity
3. good at multi-tasking

Building a Network: topology, router, Ethernet,
4. ambitious remote access
5. energetic
6. flexible page 43
7. retirement benefits 5 1. shareware 5. power supply
7 1. sensitive 4. easy-going 2. nervous 6. subtotal
2. industrious 5. diligent 3. solve 7. query
3. creative 4. error 8. solely
6 1. b 2. a 3. c 4. b 5. c 6. a
Say It! 7 1. c 2. f 3. d 4. e 5. a 6. b
1. c 2. f 3. d 4. e 5. a 6. b 8 Across ➞ Down
➞
1. secure 2. complicated
4. modify 3. socket
5. broken 5. budget
6. lift 7. firewall
8. ascending
9. enlarge

Workbook Answer Key
Grammar Practice 12 1. is
2. have got
5. Is
6. hasn’t got
3. hasn’t got 7. haven’t got
1 4. am
page 46
1 1. c. Mum 4. a. a support technician
2
2. b. my friends 5. b. data
page 48
3. b. e-mails 6. a. your office
1 1. drink 4. finishes
2 1. are 4. is 6. am
2. works 5. meet
2. am 5. is 7. is
3. stay 6. flies
3. are
2 1. rarely 4. often
3 1. He isn’t from Spain.
2. every morning 5. usually, sometimes
2. She isn’t a web designer.
3. twice a week
3. I am not Linda.
3 1. I always start my workday at 9.00.
4. You aren’t at the hospital.
2. They test the software every day. / Every day they
5. It isn’t software. test the software.
4 1. Is 3. Are 5. Is 3. You always connect the hard drive to the
2. Are 4. Is motherboard.
5 1. Are you at school? 4. She often downloads films.
2. Is your mother a banker? 5. They turn off the computers in the evening. /
In the evening they turn off the computers.
3. Is your friend from Valencia?
4. Are you and your friends at work? 4 1. The network administrators don’t work all night.
2. We don’t repair old laptops.
6 1. Yes, I am. / No, I’m not.
3. Mr Campbell doesn’t work for REM Electronics.
2. Yes, she is. / No, she isn’t.
4. This company doesn’t produce desktop
3. Yes, he / she is. / No, he / she isn’t.
motherboards.
4. Yes, we are. / No, we aren’t.
5. I don’t buy lunch at the cafeteria.
page 47 6. She doesn’t drive her car to work.
7 1. has got 4. has got
page 49
2. have got 5. have got
5 1. don’t drink 4. talks
3. have got 6. have got
2. have 5. use
8 1. The company hasn’t got new offices.
3. doesn’t work
2. We haven’t got all the data.
6 1. Do 4. does
3. Tom and Sue haven’t got the books.
2. Does 5. do
4. The office hasn’t got new chairs.
3. Do 6. does
5. I haven’t got a good job.
6. You haven’t got a meeting with the network
7 1. d 2. a 3. e 4. f 5. c 6. b
administrator. 8 1. Do you connect the heat sink to the motherboard?
9 1. have got 4. haven’t got 2. What does Ms Gill buy from your company?
2. hasn’t got 5. have got 3. Where does he work? / Which department does
he work in?
3. have got 6. hasn’t got
4. Do you work on Saturday?
10 1. Have … got 4. Have … got
5. When do you finish work?
2. Has … got 5. Has … got
3. Have … got 6. Has … got
9 1. do … sit 5. stops
2. Do … need 6. doesn’t recommend
11 1. Yes, I have. / No, I haven’t.
3. don’t repair 7. does … sell
2. Yes, they have. / No, they haven’t.
4. design
3. Yes, we have. / No, we haven’t.
4. Yes, they have. / No, they haven’t.
10 1. Remove 4. Insert
2. Don’t use 5. Don’t enter
5. Yes, she has. / No, she hasn’t.
3. Offer 6. Don’t assemble
6. Yes, he / she has. / No, he / she hasn’t.

Workbook Answer Key
11 Possible answers 9 1. loves 4. I don’t remember

1. Let’s have lunch in the cafeteria. 2. am making 5. is assembling
2. Let’s take the stairs. 3. do … finish 6. Does … know
3. Let’s ask the receptionist.
4. Let’s call IT.
5. Let’s go home.
4
page 52
1 1. smaller than 5. better than
3 2. sturdier than 6. more dependable than
page 50 3. thinner than 7. safer than
1 1. are taking 4. am calling 4. older than 8. more powerful than
2. is cleaning 5. is speaking 2 1. friendlier than 4. more complicated than
3. are leaving 6. are putting 2. lower than 5. more interesting than
2 1. I’m not searching the Internet right now. / 3. lighter than
Right now I’m not searching the Internet.
3 1.
The bus station is farther / further from our office
2. You aren’t listening to me. than the train station.
3. We aren’t moving to the first floor now. 2. The standard mouses are cheaper than the
4. He isn’t ordering the webcams at the moment. / wireless mouses.
At the moment, he isn’t ordering the webcams. 3. Mr Bell’s order is more important than the other
5. The scanner isn’t working at the moment. / At orders.
the moment, the scanner isn’t working. 4. My new screen is wider than my old one.
6. The programmer isn’t sitting at her desk now. 4 1. The photocopier is more expensive than the
3 1. Are … having – c printer.
2. are … running – f 2. Mike’s desk is bigger than Jane’s desk.
3. are … doing – a 3. The e-mail is shorter than the letter.
4. Is … leaving – e 4. Dixon’s offices are more modern than Parker’s
5. is … speaking – d offices.
6. are … walking – b 5.
The small headset is cheaper than the big
headset.
4 1. are developing 4. Are … taking
6. Dobson & Company’s delivery date is earlier than
2. isn’t using 5. am not starting Smith and Sons’ delivery date.
3. are reordering
page 53
page 51 5 1. the widest
5 1. are having 2. the most difficult
2. arrives 3. the worst
3. Are you connecting 4. the easiest
4. don’t usually drive 5. the most practical
5. Does he help 6. the best
6. isn’t working 7. the fattest
6 1. a, c 4. a, b 8. the most useful
2. b, c 5. b, c 9. the furthest / the farthest
3. a, c 10. the saddest
7 1. works c. is solving 6 1. the most ergonomic
2. are … doing d. am writing 2. the most reliable
3. don’t usually drink a. prefer 3. the most expensive
4. is searching b. wants 4. the quietest
8 1. Do … have 6. comes 5. the best
2. don’t like 7. is meeting 6. the hardest
3. are … going 8. am going 7 1. the hottest 4. the most complicated
4. eat 9. Do … want 2. the best 5. the busiest
5. Do … join 3. the coldest 6. the most interesting

Workbook Answer Key
8 1. most professional 8 1. There aren’t many tablets on the desk.

2. more useful 2. There isn’t much coffee in the cup.
3. nearest 3. There isn’t much space on the desk.
4. better 4. There are many sockets on the wall.
5. noisiest 9 1. some 5. any
9 Possible answers 2. an 6. a lot of
1. Starprint is the biggest printer. 3. any 7. some
2. Starprint is heavier than Printmaster. 4. many 8. There is
3. Printmaster is the slowest printer. 10 1. How many 4. How many
4. Quickprint is cheaper than Starprint. 2. How much 5. How many
5. Starprint is the most expensive printer. 3. How much 6. How much
6. Printmaster is smaller than Starprint.
6
5 page 56
page 54 1 1. weren’t, were 3. weren’t, were
1 Countable Nouns: airport, product, problem, 2. wasn’t, was 4. wasn’t, was
password
2 1. Were you at home at 21:00 last night?
Uncountable Nouns: power, hardware, education,
Yes, I was. / No, I wasn’t.
data
2. Was your father in a meeting yesterday?
2 1. libraries 5. children
Yes, he was. / No, he wasn’t.
2. switches 6. stairs
3. Was your family at a restaurant last week?
3. women 7. companies
Yes, they were. / No, they weren’t.
4. businesses 8. people
4. Were your parents at the airport a few days ago?
3 1. a 6. any
Yes, they were. / No, they weren’t.
2. the 7. the
3 1. There weren’t 4. There weren’t
3. an 8. a
2. There wasn’t 5. There was
4. any 9. some
3. There were 6. There weren’t
5. some 10. an
4 1. Were there any pens?
4 1. There are 4. There isn’t
Yes, there were.
2. There aren’t 5. Are there
2. Was there a printer?
3. Is there 6. There is
No, there wasn’t.
page 55 3. Were there any headphones?
5 1. Are there any boxes of screws? No, there weren’t.
2. There isn’t a blue pen on my desk. 4. Was there a monitor?
3. Is there a sports centre in your area? No, there wasn’t.
4. There aren’t any webcams in the shop. 5. Was there a table?
5. There is a discount on these headsets. Yes, there was.
6 1. There is a keyboard. page 57

2. There isn’t any printer paper.
5 1. answered 4. delivered
3. There is a monitor.
2. replied 5. transferred
4. There aren’t any USB cables.
3. ordered 6. greeted
5. There are some sound cards.
6 1. The managing director met some important
6. There is an all-in-one printer. clients last week.
7. There are some microphones. 2. A new programmer started working here
7 1. many 4. a lot of yesterday.
2. a lot of 5. much 3. The web designer planned our new website.
3. many 6. a lot of, much 4. A new cafeteria opened on the top floor last
Monday.
5. He left a message an hour ago.
6. The receptionist took my message a few
minutes ago.
Workbook Answer Key
7 1. dialed 4. dealt with 7 1. Yes, I did. / No, I didn’t.
2. reminded 5. put 2. Yes, they did. / No, they didn’t.
3. returned 3. Yes, it did. / No, it didn’t.
8 Possible answers 4. Yes, I did. / No, I didn’t.
1. Pam transferred the call five minutes ago. 5. Yes, he / she did. / No, he / she didn’t.
2. The technician repaired my laptop yesterday. 6. Yes, he / she did. / No, he / she didn’t.
3. Mrs Kane closed the office an hour ago. 8 1. did she buy
4. The customers bought a new printer a few 2. did you call her
minutes ago. 3. did he start his new job
5. The web designer created an interesting page 4. microphones did they order
this morning.
5. did Mr Hill meet the visitors
6. Mr Rudolf ate at the Italian restaurant this
afternoon. 9 1. did … come 6. spoke
9 1. became 6. went 2. arrived 7. tried
2. wrote 7. decided 3. made 8. didn’t get
3. met 8. developed 4. didn’t want 9. Did … call
4. repaired 9. grew 5. Did … answer 10. told
5. received 10 1. didn’t move
2. Did … order
3. took, didn’t get back
7 4. Did … talk
page 58 5. read, didn’t understand
1 1. didn’t attach 4. didn’t leave 6. did … arrive
2. didn’t correct 5. didn’t take
3. didn’t work
2 1. We didn’t have lunch at the café yesterday.
8
page 60
2. She didn’t make an appointment for this
morning. 1 1. d – can
3. You didn’t get back to me yesterday. 2. e – can’t
4. I didn’t go to the post office last Monday. 3. a – can’t
5. They didn’t discuss it at the meeting. 4. c – can’t
3 1. didn’t turn off 4. threw away 5. b – can
2. didn’t return 5. didn’t close 2 1. Can Julia answer her e-mails?
3. prepared 6. put 2. Can they start their car?
4 1. Dan didn’t return all the calls. 3. Can we take the lift?
2. He assisted a customer. 4. Can Jenny and Linda speak Italian?
3. He made an appointment with a web designer. 5. Can Mark work today?
4. He didn’t order computer supplies. 6. Can Bob fix the computer?
5. He prepared quotes for the customers. 3 1. Yes, she can.
6. He didn’t search the Internet. 2. No, they can’t.
3. Yes, we / you can.
page 59 4. Yes, they can.
5 1. Did … transfer – c 5. No, he can’t.
2. Did … deal with – e 6. No, he can’t.
3. did … install – b 4 1. couldn’t
4. did … recover – d 2. could
5. did … deliver – a 3. couldn’t
6 1. Did you go to the post office last week? 4. couldn’t
2. Did your family purchase a laptop last month? 5. could
3. Did your address change last year?
4. Did you use a printer yesterday afternoon?
5. Did a friend call you a few minutes ago?
6. Did your teacher give you homework yesterday?
Workbook Answer Key
page 61 4 1. The alarm clock is too loud.
5 1. Could Paul repair the projector? 2. The screen isn’t big enough.
2. Could you please help me? 3. Pam is too busy.
3. Could you please reschedule the meeting? 4. The chair isn’t safe enough.
4. Could Emma understand them? 5. This job is too complicated.
6 a. 3 b. 2 c. 4 d. 1 6. Ben isn’t careful enough.
7 1. can
page 63
2. could
5 1. c 2. c 3. a
3. can’t
4. couldn’t
6 1. carefully
2. responsibly
8 1. mustn’t
3. quickly
2. must
4. well
3. must
5. hard
4. must
6. politely
9 1. He must install an anti-virus scan on the
computers. 7 1. well
2. He mustn’t send out any invoices until Friday. 2. loudly
3. He mustn’t forget to reschedule the meeting. 3. clearly
4. He must prepare a presentation for the meeting. 4. easily
5. angrily
10 1. a 2. b 3. a
8 1. d – very
11 1. When should we hold the product presentation? d
2. a – pretty
2. Should Ed make a list of the participants? c
3. c – quite
3. Who should speak first? a
4. b – fairly
4. What light refreshments should we provide? b
12 1. Drivers must stop here.
2. You shouldn’t come late to a meeting. 10
3. He should see a doctor. page 64
4. People mustn’t smoke here. 1 1. am not going to open
2. is going to check
9 3. are going to install

4. is going to forward
page 62
5. am going to use
1 1. The Premium MX4 is not as expensive as the
6. aren’t going to work
SUN G3.
2. The Beta 5.0 is as heavy as the Gala G4. 2 1. Are Ms Sanders and the IT department going to
discuss the e-mail program in the afternoon?
3. The SUN G3 is as big as the Premium MX4.
2. Is Ms Sanders going to send an e-mail to the
4. The Gala G4 is not as cheap as the Premium MX4.
people in her department in the morning?
5. The SUN G3 is not as light as the Gala G4.
3. Is Ms Sanders going to talk to the secretaries at
6. The Premium MX4 is not as small as the Beta 5.0. noon?
2 1. as popular as 4. Is Ms Sanders going to be at the web designers’
2. not as low as meeting tomorrow?
3. better than 5. Are Ms Sanders and Jeff going to go to the
airport in the evening?
4. not as expensive as
3 1. not reliable enough
3 1. No, they aren’t.
2. Yes, she is.
2. too heavy
3. No, she isn’t.
3. not loud enough
4. Yes, she is.
4. too noisy
5. Yes, they are.
5. too expensive
6. fast enough

Workbook Answer Key
page 65 page 67
4 1. are opening 6 1. won’t come 4. will let you know
2. isn’t participating 2. want 5. finds
3. Is … leaving 3. is 6. don’t narrow
4. am not going 7 1. want 4. will tell
5. Are … installing 2. isn’t 5. won’t sell
5 1. will have 3. don’t deliver 6. don’t give
2. will forward 8 1. unless 4. if
3. will give 2. If 5. Unless
4. won’t get 3. Unless 6. If
5. Will … be 9 1. comes, will call
6 1. Will I find the information on the Internet? 2. won’t arrive, don’t send
2. Will a basic search give me the information 3. creates, will look
I need?
4. won’t use, customise
3. Will the results of their research cause changes?
5. won’t work, doesn’t fit
4. Will that malware affect the company’s
6. is, won’t buy
computers?
5. Will these keywords improve my search?
10 1. If Mrs Evans needs this document, I will send it
to her.
7 1. Yes, you will. 2. The programmer won’t understand our problem
2. No, it won’t. unless he attends the meeting.
3. No, they won’t. 3. Mr Davidson will meet you at the train station if
4. Yes, it will. that is convenient.
5. Yes, they will. 4. There won’t be enough webcams unless I order
some more. / If there aren’t enough webcams,
8 1. will work – c, will perform
I will order some more.
2. will like – d, will become
5. Max will call you if he doesn’t find the invoice.
3. will … charge – b, won’t cost
11 Accept all logical and grammatically correct answers.
4. Will … help – e, won’t have
5. won’t have – a, won’t be
12
11 page 68
page 66 1 1. The results that I got
1 1. her 5. it 2. The person who designed the advert
2. them 6. you 3. the company where you worked
3. us 7. me 4. the time when we have our lunch
4. him 5. the diagrams which you found
2 1. your 4. our 2 1. that 4. where
2. My 5. his 2. which 5. when
3. their 3. who
3 1. This laptop is yours. 3 1. which 4. when
2. This flash drive is mine. 2. where 5. which
3. Is this phone hers? 3. who
4. These brochures are theirs. Accept all logical and grammatically correct answers.
5. This device isn’t ours. 4 1, 3, 5
4 1. mine 4. your 5 1. who / that 5. which / that
2. him 5. their 2. when 6. where
3. her 6. his 3. which / that 7. who / that
5 1. d 2. a 3. e 4. c 5. b 4. which / that 8. where

Workbook Answer Key
6 1. where I can get a laser printer 2 1. Sam has to check the database for information
2. that you sent me about ZedEx Computers.
3. when our tech rep visits 2. Sam, Pete and Mary have to meet about the
latest (sales and marketing) report.
4. where Mr Chandler works
3. Sam has to prepare a new spreadsheet for the
5. who helped you
managers’ meeting.
6. which we designed
4. Sam and Mark have to speak about the
business trip to Bangkok.
page 69
5. Sam has to interview a new secretary.
7 1. where – c 4. who / that – d
3 1. don’t have to pay
2. who / that – e 5. when – b
2. don’t have to share
3. which / that – a
3. doesn’t have to return
8 1. The customer who / that complained was put
4. don’t have to group
on hold.
5. doesn’t have to use
2. The product that you sent us was damaged.
6. don’t have to give
3. There has been a fire in the office building where
I work.
page 71
4. I enjoyed the IT conference which / that we went
to last month. 4 1. Does a web designer have to write software?
5. I’ll never forget the day when I became head of 2. Do software testers have to write invoices?
the accounts department. 3. Does customer information have to include the
customer’s name and address?
9 1. A programmer is a person who / that writes
software for computers. 4. Do the workers in the accounts department
2. Spreadsheets are programs which / that have to repair computers?
companies use for organising and storing data. 5. Does a tech rep have to visit customers?
3. A department store is a place where you can 6. Do support technicians have to fix hardware
buy different kinds of things. problems?
4. A data entry operator is a person who / that 5 1. No, he / she doesn’t.
puts information into a computer. 2. No, they don’t.
10 1. The poster that / which he designed is very 3. Yes, it does.
attractive.
4. No, they don’t.
2. The city where your company is located is 5. Yes, he / she does.
beautiful.
6. Yes, they do.
3. Ten o’clock is the time when I have my
appointment with Mr Meyers. 6 1. Do … have to deal with
4. The man who sold us the company is from 2. has to use
France. 3. Does … have to attend
5. The people in the place where I work are very 4. have to learn
nice. 5. doesn’t have to visit
6. don’t have to sell
7 1. don’t have to 4. mustn’t
13 2. mustn’t 5. mustn’t
page 70 3. doesn’t have to 6. don’t have to
1 1. has to make 8 1. d – doesn’t have to order
2. have to clear 2. c – mustn’t be
3. has to divide 3. e – doesn’t have to visit
4. have to work 4. b – mustn’t use
5. have to cancel 5. a – don’t have to organise
6. have to replace 9 Accept all logical and grammatically correct answers.

Workbook Answer Key
14 15
page 72 page 74
1 1. was travelling 1 1. have returned
2. were having 2. has resized
3. was doing 3. have … installed
4. were sorting 4. has … allocated
5. were visiting 5. have postponed
6. was checking 6. has promised
2 1. Larry and Tina weren’t having a chat. They were 2 1. begun 7. given
putting hardware on the shelf. 2. bought 8. gone
2. John wasn’t repairing a computer. He was talking 3. dealt 9. left
on the phone.
4. done 10. lost
3. Kate wasn’t walking into the cafeteria. She was
5. eaten 11. read
eating lunch and working. / She was eating lunch.
6. flown 12. taken
4. Mandy and Fred weren’t buying lunch. They were
walking into the cafeteria. 3 1. has left
2. have given
page 73 3. has read
3 1. Were … selling 4. has … begun
2. Was … buying 5. have lost
3. Was … working 6. has gone
4. Were … serving 7. have bought
5. Was … ordering
4 1. Lisa hasn’t spoken to the support technician.
6. Were … showing
2. IT hasn’t customised that computer yet.
4 1. No, they weren’t. 3. We haven’t checked today’s orders.
2. No, she wasn’t. 4. You haven’t ever been in that department.
3. Yes, it was. 5. They haven’t modified the equipment for my
4. Yes, they were. requirements.
5. Yes, he was. 6. Mike and Sam haven’t logged off yet.
6. No, they weren’t.
page 75
5 1. Was … checking
2. Were … solving
5 1. Louise hasn’t ordered a new credit card for Mr
Dench.
3. wasn’t setting up
2. She has sent out all the invoices.
4. were learning
3. She hasn’t discussed the new logo with the
5. wasn’t working sales team.
6. was sending 4. She has talked to Jerry about changing her
6 Accept all logical and grammatically correct answers. monitor.
7 1. While 4. when 5. She has written a memo about the IT
conference.
2. when 5. while
6. She has asked Callum to repair the printer on
3. While
the second floor.
8 1. were standing, opened
6 1. b 2. b 3. a 4. b 5. b 6. b 7. a
2. was setting up, called
7 1. Has Mrs Green sent back the faulty part? d
3. were looking, went off
2. Why have John and Max left the office? e
4. came in, was translating
3. Where have you put yesterday’s invoices? b
5. arrived, were waiting
4. Have the visitors arrived yet? a
6. was talking, hung up
5. Which version has he downloaded? f
6. What has happened to the barcode scanner? c

Workbook Answer Key
8 1. Has … gone 10 1. Did people use to take photos with digital

2. hasn’t come cameras 50 years ago?
3. has cancelled 2. Did people use to chat online in the 1960s?
4. Have … given 3. Did people use to communicate on Facebook
before 2006?
5. have put
4. Did people use to talk on the phone in the early
6. haven’t sent
1900s?
7. haven’t subtracted
11 1. No, they didn’t.
8. has opened
2. No, they didn’t.
3. Yes, they did.
16 4. Yes, they did.
page 76 12 Accept all logical and grammatically correct answers.
1 Tick 2, 3, 4
2 1. have never played 17
2. haven’t retouched
page 78
3. had
1 1. c 2. f 3. d 4. a 5. b 6. e
4. Have you ever used
5. Did she prepare
2 1. You may change the webpage design.
2. May I offer you some light refreshments?
6. didn’t deal with
3. The event may not start on time.
3 1. already 4. yet
4. May we leave the gadgets here?
2. since 5. last month
5. You may not put the router here.
3. a few minutes ago 6. ever
3 1. might not answer
4 1. delivered
2. might create
2. hasn’t installed
3. might need
3. did … begin
4. might not arrive
4. has … written
5. Have … designed
4 1. might make
2. may not have
5 1. sent
3. may not arrive
2. didn’t attend
4. might miss
3. Has … decided
5. might ask
4. Did … speak
6. may not get
5. haven’t rescheduled
5 1. might not 4. couldn’t
6 Accept all logical and grammatically correct answers.
2. can’t 5. mustn’t
page 77 3. should
7 1. used to be
page 79
2. used to work
6 1. a 2. b 3. a 4. a 5. b 6. a
3. used to go
4. used to write
7 1. c 2. e 3. f 4. a 5. b 6. d
5. used to have 8 1. can’t 4. can

2. must 5. mustn’t
8 1. didn’t use to play, used to buy
3. might
2. used to stay, didn’t use to work
3. didn’t use to drive, used to take 9 1. You must always come to work on time
4. didn’t use to use, used to do 2. You don’t have to call me back.
5. didn’t use to communicate, used to send 3. You can’t return goods without the receipt.
4. You shouldn’t let the phone ring for too long.
9 1. Peter used to say up late.
5. You should install a firewall.
2. He used to run five kilometres every morning.
6. You mustn’t make private phone calls from your
3. He used to go out every evening.
workstation.
4. He didn’t use to get up early.
5. He didn’t use to wear suits.
6. He didn’t use to work hard.

Workbook Answer Key
18 19
page 80 page 82
1 1. established 5. told 1 1. were 4. would do
2. put 6. written 2. knew 5. didn’t have
3. improved 7. spent 3. would go
4. done 8. broken 2 1. applied 4. wouldn’t make
2 1. is installed 2. would do 5. didn’t go
2. are set up 3. would try
3. are sent 3 1. If I went to university, I would get a good job.
4. is cleaned 2. If I studied computers, I would become
5. are modified a website developer.
6. are kept 3. If I got a permanent job, I would move into my
7. am paid own flat.
8. are given 4. If I were more organised, I would do a better job.
5. If I improved the database, it would be easier to
3 1. Technical support is often given at night.
use.
2. The printer isn’t checked every week.
4 1. If he applied, he wouldn’t get it.
3. Repairs aren’t done on Sundays.
2. If we put the printer next to the wall, we would
4. Sandwiches are delivered at ten o’clock. have more space.
page 81 3. If she took the job, she would have to move to
Manchester.
4 1. Why is Mrs Hunt’s office door locked? c
4. If they didn’t leave early, they wouldn’t arrive on
2. When is lunch served? e time.
3. What hardware is sold here? d 5. If you talked to her about your problem, she / it
4. Is the flight stick included in the price? a wouldn’t help you.
5. Where are the billing addresses stored? b 5 1. I would walk to work if I lived near the office.
5 1. are made 2. I would go out if I didn’t have to work this evening.
2. is needed 3. If he had good people skills, he would work in
3. give a team.
4. are backed up 4. I wouldn’t leave my job if the salary wasn’t low.
5. filters 5. Melissa would take the job if it didn’t require
shift work.
6. is used
6. They would offer her the job if she didn’t want
6 1. was created a temporary job.
2. was made
3. wasn’t done page 83
4. were reviewed 6 Accept all logical and grammatically correct answers.
5. weren’t increased 7 1. no one 4. nothing
6. were disposed of 2. nothing 5. no one
7 1. When were the goods sent? 3. nowhere
2. Was the missing equipment found? 8 1. I didn’t interview anyone.
3. Why was everyone sent home? 2. I didn’t do anything.
4. Who was given the job? 3. I’m not going anywhere.
5. Where were the sales meetings held? 4. I didn’t buy anything.
8 1. was lost 4. was given 5. I wasn’t talking to anyone.
2. left 5. were made 9 1. Someone
3. were sold 2. anything
3. nothing / something
4. somewhere
5. anywhere
6. anyone

Workbook Answer Key
10 1. anything, Nothing page 85

2. anyone, someone 7 1. are used
3. anyone, somewhere 2. was repaired
4. somewhere, No one 3. didn’t send
11 1. There’s someone waiting for an interview with 4. Is delivery included
Mrs Jackson. 5. are checking
2. I can’t find Tom anywhere! 8 1. Have you sent the peripherals?
3. There’s nowhere to put the new helpdesk 2. Where did she use to work?
technician.
3. Why couldn’t you come?
4. There’s no one on the ground floor.
4. When was Ben interviewed?
5. I’ve got something important to tell you.
5. What is the starting salary?
6. I’ve finished all my work and I’ve got nothing to
6. When are you going to install the software?
do.
7. Will the brochure be ready tomorrow?
7. Eve has checked the program and she couldn’t
find anything wrong. 8. How many people are there at the meeting?
9 1. am applying
2. Have you got
20 3. worked
page 84 4. best
1 1. am writing 6. hasn’t prepared 5. never miss
2. How many 7. who 6. Have you ever tested
3. am 8. should 7. any
4. my 9. is backed up 8. can
5. had 10. anyone 10 1. The network was set up before closing time.
2 1. doesn’t … deal 2. Unless we leave now, we won’t catch our train.
2. am checking 3. I would leave my job if I found something better.
3. was working, phoned 4. Are meetings held every week?
4. had, were driving 5. Are you going to prepare the brochures next
5. haven’t seen week?
6. browsed 6. He has already adjusted the effects.
7. Does James work shifts?
3 1. the biggest
2. faster than 11 1. I will take / am taking it back soon.
3. more attractive than 2. You don’t have to do this right now. It’s not
urgent.
4. the most creative
3. If you send them your CV, they’ll invite you for
5. the worst
an interview.
4 1. must 4. can’t 4. He used to work for LIG Electronics, but he left
2. Do I have to 5. should a month ago.
3. might 5. They were waiting for Mr Jones when he called
5 1. will help, finish to cancel the meeting.
2. doesn’t work, will cause 6. Five people were interviewed yesterday.
3. gets, will start 7. Mr Fielding is not as diligent as Mrs Harding.
4. did, would find 8. If I lived near the train station, I’d take the train
to work.
5. would buy, had
9. Do you speak English well?
6. were, would make
10. There are several restaurants in the area where
6 1. The diagram which / that you made is very clear. I work.
2. The people who / that you work with are friendly.
3. The restaurant where we ate last night was very
nice.
4. The switches which / that you sent us were faulty.
5. August is the month when they usually go on
holiday. / The month when they usually go on
holiday is August.

Tests
Page
Test 1: Units 1-2 52
Test 10: Units 19-20 88
Midterm Test: Units 1-10 92
Final Test: Units 1-20 96
Answer Key 100
51
Test 1 (Units 1-2)
Name: Mark:
Reading Comprehension (20 points)

1 Read the e-mail. Then answer the questions below. (10 points)
From: Emily Wallace

To: All employees
Subject: The move to Morgan Street
To all employees,
As you know, we’re excited about our new building on Morgan Street. It is now ready for us
to move in.
1. W
eb designers and data entry operators will move on Monday morning 12th March, from
9.30 am. They will both be on the third floor, with the new cafeteria.
2. S
oftware testers and programmers will also move on Monday, but after 2.00 pm. They will
be on the second floor.
3. H
elpdesk technicians and support technicians will move on Tuesday 13th March. Each
department has got its own office on the first floor with our beautiful new retail shop.
The cafeteria won’t be open the first week. Bring your own lunch or you can buy food at
Duncan’s Deli. It’s at 26 Morgan Street.
Please note that Alan Piper is our new network administrator and his office is on the second
floor. Please contact me if there are any problems during the move.
Emily Wallace
Assistant Manager
Where can you find these in the new building?

1. helpdesk technicians
2. the network administrator
3. programmers
4. the cafeteria
5. the shop
2 Complete the sentences. (10 points)

1. This e-mail is for .
2. Web designers will move on Monday from .
3. Support technicians will move on .
4. The company is opening a new .
5. The first week, employees can’t buy .

Test 1: Units 1-2
Vocabulary (50 points)

1 Circle the correct answer. (8 points)
1. Please turn on / screw / turn off the computer when you finish.
2. Our web designer is on the ten / fourth / twenty floor.
3. You need a switch / keyboard / fan to write an e-mail on your PC.
4. Please remove / check / maintain the virus from my computer.
5. Jack has got a job in a hotel. He works in the health / manufacturing / hospitality and leisure sector.
6. You don’t have to remove the computer from its heat sink / case / clip. Just remove the side panels.
7. Cheap / Little / Heavy is the opposite of expensive.
8. A helpdesk technician solves / designs / installs problems over the phone.
2 Match A and B to form phrases. Then complete the sentences with the correct phrases. (12 points)
A B
1. hard a. tester
2. power b. panel
3. plug c. card
4. front d. in
5. software e. supply
6. sound f. drive
1. A checks new IT programs.

2. Use that socket to your computer.
3. You need a to listen to music on your computer.
4. Can I use this socket for the ?
5. Sometimes the power switch is on the .
6. A computer keeps its data in the .
3 Write the number or ordinal in words. (10 points)

1. 1,500
2. 9th
3. 57
4. 24
5. 100
6. 3rd
7. 82
8. 21st
9. 12th
10. 18
4 The words in bold are in the wrong sentences. Write them next to the correct sentences. (10 points)
1. Sue needs a loud laptop, because she carries it to school every day.
2. Repair the power supply before you open the motherboard.
3. Could you please design my laptop?
4. David wants to become a mouse.
5. My old computer is light. I must buy a new one.
6. You can put the disc into this programmer.
7. I can’t hear you. The music is too quick.
8. Dan is so useless. He always finishes first.
9. That slot is really cheap. It’s only £5.
10. Do you know how to disconnect a website?

Test 1: Units 1-2
5 Complete the word or phrase in each sentence with the missing letters. (10 points)
1. Look at all those parts. Can you a b e them again?
2. Tony will have his w t birthday next month.
3. You can n n c your computer to the TV.
4. Which p do you use on your mobile phone?
5. Jenny is studying du n. She wants to be a teacher.
6. Our new data entry operator is very q e . She doesn’t talk much.
7. A th b r d has got a fan to keep it cool.
8. The network administrator is on the o t floor of the building.
9. Pete is a support technician and he t ub sh t s people’s problems.
10. I want to take the computer outside. Have you got a long c l e?
Functional Language (10 points)

Match the sentences in A to the responses in B.
A B
1. What skills do you need for your job? a. Try the fifth floor.
2. What sort of laptop are you looking for? b. OK. It’s in.
3. And this is Anna. c. I’m a software tester.
4. Can I help you? d. You must be good at troubleshooting.
5. Insert the sound card into the sound card slot. e. How much is it?
6. What does your job involve? f. Nice to meet you, too.
7. I’m looking for the programmers. g. A small, light one.
8. Thank you. h. Yes, I’m looking for a new keyboard.
9. What’s your job? i. You’re welcome.
10. I think this laptop is what you’re looking for. j. I design web pages for the Internet.

Test 1: Units 1-2
Listening Comprehension 2 (20 points)
1 Listen to three IT workers’ conversations. Circle the correct answers. (10 points)
1. Mary is helping a customer at a computer shop / hardware company / trade exhibition.
2. The customer has got a manufacturing business / bank / software company.
3. Laura Flax works in the IT Department / is a programmer / is the network administrator.
4. Mr Howard’s office is on the first floor / third floor / second floor.
5. The monitor doesn’t work because there isn’t a power supply / there’s a cable missing /
the box is empty.
2 Listen again and answer the questions. (10 points)

Conversation 1:
1. What number display does the customer want to see?

2. How does Mary describe the software products display?

Conversation 2:
3. Why doesn’t the employee know Mr Howard?

Conversation 3:
4. Where does Sam work?

5. What did Sam tell the customer to do first?


Test 2 (Units 3-4)
Name: Mark:

1 Read the advert. Then complete the sentences below. (10 points)
PC
PLANET
PC PLANET’S
CHRISTMAS SALE
Laptops and tablets for everyone!
Easy payments
All our new computers have got Windows 10
Item Palbook Deluxe 750 Ural X560 Laptop Apek CD422 GoBook
Size 13.3” 15.8” 11.6”
Colour black silver, blue, red, white white
Memory 8 GB 4 GB 2 GB
Storage 750 GB 1 TB 500 GB
Battery life 10 hours 8 hours 12 hours
Sale price £599.99 £229.00 £149.99
Savings £100 £179 £30
Other All aluminium, very light Superfast Slimline
information Full HD screen USB-C port for quick transfer Perfect for all online activity
Ergonomic keyboard of videos Built-in WiFi
All laptops come with an 18-month guarantee
1. PC Planet sells .
2. The has got the biggest memory.
3. The has got the most powerful battery.
4. The price reduction on the Apek CD 422 GoBook is .
5. The keyboard on the is user-friendly.
2 Answer the questions. (10 points)

1. In which month would you probably see this advert?

2. Which operating system does each computer contain?

3. Which computer is the largest?

4. Which computer is available in more than one colour?

5. Which computer can store the largest amount of information?


Test 2: Units 3-4

1. All-in-one / Wide-screen / Built-in TVs are very popular.
2. I need to fix my computer. It’s broken / flexible / slimline.
3. We are looking for a secure / complicated / reliable printer.
4. The date on this invoice / quantity / subtotal is 20th June.
5. To move to the next line, press the command key / space bar / return key.
6. You need a scanner / gaming controller / printer to play that game.
7. Use a slash / full stop / semicolon at the end of a sentence.
8. An e-mail address always contains an apostrophe / exclamation mark / at symbol.
2 Add one of the words or phrases below to each of the word groups. (8 points)
cash w brackets w out of stock w practical
webcam w below w postage and handling w alt key
1. control key w delete key w
2. microphone w projector w
3. powerful w portable w
4. question mark w hyphen w
5. above w over w
6. credit card w cheque w
7. payment date w shipping w
8. reorder w overstocked w
1. The bank is beside the supermarket and the post office.
2. To write a capital letter, use the ergonomic.
3. Could you please order it to Computex?
4. I can’t pay account. I haven’t got enough money.
5. The price of the computer includes cash.
6. Move the cursor with the shipping keys.
7. When did you charge your new printer?
8. Angela is sitting between Jennifer this year.
9. My new shift key mouse is great.
10. Have you got an arrow with us?
4 Circle the correct answer to complete the sentences. (6 points)

1. Use the … to upload photos from the iPhone to the computer.
a. USB charger b. remote control
2. My phone camera takes fantastic … photos.
a. high-3resolution b. user-friendly
3. Supermarkets use a … to get product prices.
a. stylus pen b. barcode scanner
4. We use … in a sentence to separate words in a list.
a. commas b. colons
5. Press the … to go back to a previous window.
a. escape key b. function keys
6. This printer can print 50 pages per minute. It’s … .
a. sturdy b. superfast

Test 2: Units 3-4
5 Match A to B to form sentences. Pay attention to the words in bold. (8 points)

A B
1. Jack can’t calculate the total a. because there are quotation marks around his
2. Every consumer has to pay words.
3. The manager is happy with his receptionist b. because he doesn’t know the price.
4. The quality of the sound is bad c. because she’s very dependable.
5. I know the president said that d. because the instructions aren’t simple.
6. This customer didn’t get her scanner e. because we made a mistake with the delivery date.
on time f. an amount of VAT on their order.
7. I don’t understand this g. to find the asterisk.
8. Look above number 8 on the keyboard h. because you’ve got cheap speakers.
6 Complete the sentences with the words below. (10 points)
headset w tab key w next to w caps lock key w payments w touch screen
in the middle of w top-of-the-range w run out of w flash drive
1. Open the app by tapping the with your finger.
2. It’s too expensive to pay for now. Can I buy it in ?
3. Transfer data from one PC to another using a .
4. This is an excellent laptop. It’s .
5. I don’t want to hear your music. Please use your .
6. Use the to advance the cursor to the next set point.
7. Sam and Laura live the school.
8. The printer has ink again. This page is blank.
9. Your e-mail is in capital letters because the is on.
10. The space bar is the keyboard.

Circle the correct response.
1. I’ve got a problem with my laptop. 6. Can you recommend a good webcam?
a. OK. First, make sure you’ve saved all your a. This one has got really good reviews.
work. b. There are good reports about this model.
b. I’ll come and take a look. c. Both a and b.
c. Both a and b. 7. What’s the price per unit?
2. This is Bob in the IT department. a. I’d like to place an order, please.
a. How many payments would you like? b. £60 each.
b. Hi! This is Sara from the fourth floor. c. Both a and b.
c. Both a and b. 8. We’re running low on microphones.
3. Have we got enough headsets? a. How many would you like?
a. We haven’t got any. b. The dust inside can make the keys stick.
b. No. We need to order urgently. c. Both a and b.
c. Both a and b. 9. Why have we got so many new motherboards?
4. What’s the best model? a. Unplug the keyboard.
a. These are all reliable. b. The supplier sent us too many.
b. We’ll send out the order today. c. Both a and b.
c. Both a and b. 10. I’d like to place an order.
5. I suggest you buy something like this. a. Certainly!
a. I ordered a box last week. b. What exactly do you need?
b. Thanks for the recommendation. c. Both a and b.
c. Both a and b.

Test 2: Units 3-4
1 Listen to Tom and Doris taking an inventory. Then fill in the form below. (10 points)
ACME
COMPUTER SERVICES – INVENTORY
Date: 15th June
Type Number in stock Action

Model A 1. Check with Mr Brown
Printers
Model B 1
Model A 3 Order 6
Scanners
Model B 0 2.
Standard 3.
–
Keyboards 4. 5 –
Standard 5.
–
Mouses
Wireless 18 –

1. What type of inventory are Tom and Doris doing?

2. What does Tom ask Doris to do?

3. According to Tom, when did Mr Brown order the printers?

4. Why don’t they order any mouses?

5. Why does Doris tell Tom to wait?


Test 3 (Units 5-6)
Name: Mark:

1 Read the e-mail. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below. (10 points)
To: Ms Sandra Thomas

From: Georgina Little, Compexport
Subject: Your application
Dear Ms Thomas,
Thank you for your letter of application dated 6th March.
As you saw in our advert, our company gives technical support to businesses. At the
moment, we are looking for professional people to deal with troubleshooting at the helpdesk.
Compexport is an international company. We’ve got offices in Europe and the Far East. The
fact that you speak four languages and that you worked in Japan for five years will be an
asset to our company. You seem to be well qualified for the job and we’d like you to come in
for an interview.
Unfortunately, there is no reply from the telephone number you gave us. It appears to be
a wrong number. Please answer this e-mail as soon as possible with the correct number or
call me at extension 673 before Friday. I will be out of town next week. Otherwise, leave
a message with Jeremy, my secretary, and I’ll contact you when I get back.
Georgina Little
Head of Support
1. Compexport put an advert in the newspaper.

2. Sandra Thomas works for Compexport.
3. Compexport does business in many countries.
4. There is a department of Compexport in Japan.
5. Jeremy will be in the office when Ms Little is away.

1. Compexport needs experienced people to give .
2. Sandra Thomas is suitable for this position because .
3. Ms Little wants Ms Thomas to come to their office .
4. Compexport can’t contact Ms Thomas because .
5. Georgina Little is the at Compexport.

Test 3: Units 5-6

1. I can’t hear the music. Check the control panel / volume control / no signal message.
2. Please make sure / press and hold / freeze to install a new motherboard.
3. When you download a new program, you need to follow instructions / reopen / reinstall.
4. Please state / restart / shut down all computers at the end of the day.
5. You have to go to the airport / post office / train station to send this letter to France.
6. Do you know the password / mute box / power button to get into this computer?
7. I heard you recovered / logged off / lost your mobile phone. You can use mine.
8. Install this reception / anti-virus software / extension number to protect your computer.
2 Add one of the words or phrases below to each of the word groups. (6 points)
on your left w shopping centre w entrance w on holiday w replace w dial a number
1. factory w department store w
2. reinstall w reconnect w
3. out of town w in a meeting w
4. cut off w hang up w
5. go straight w opposite w
6. stairs w lift w
3 Circle the correct response. (6 points)

1. Where is the library? 4. The line is busy. Do you want me to put you on
a. It will reopen at 6.00. hold?
b. At the end of the corridor. a. Yes, he’s working on-site today.
c. It’s next to the power button. b. No. Can you tell him to contact me urgently?
2. Where is Susan working this week? c. Yes. You’ll find his office on your right.
a. She’s very professional. 5. Is Mr Jones in the office today?
b. She’s visiting her grandmother for a. Please repeat your name.
a week. b. Sorry. He’s unavailable this week.
c. She’s off-site – in Oxford – until Friday. c. He will contact you later.
3. Can we travel together to work tomorrow? 6. Are you going to the sports centre after work?
a. Yes. Let’s meet at the train station. a. Yes. We can meet there tomorrow.
b. Yes. Let’s meet on-site. b. No. Turn right at the exit.
c. Yes. You turn left here. c. Yes. There’s a good class at 18:30.
4 Match A and B to form correct sentences. (6 points)
A B
1. I dialled the wrong number and a. can I take a message for her?
2. There’s no reply b. on the line for you.
3. Could you ring back, because c. got your office by mistake.
4. Mandy’s line is busy – d. his line is engaged?
5. Mr Devon? I’ve got John Blake e. I’m putting you through.
6. Just a minute Pete, f. from that extension number. Can you please ring
later?

Test 3: Units 5-6
1. The monitor isn’t working. I’ll check if there’s a l e c nn t n.
2. Call me later and we can d u s t in more detail.
3. I can’t hear you. Please r a that.
4. Theresa, there’s a c l r on the line for you.
5. Mr Trevor went out for lunch. I e e t him back at 2.00
6. Please b p your computer before you leave today.
7. It’s important that you call the customer a o n s possible.
8. You can ask the receptionist. She’s at the desk on the g d floor.
6 Complete the mini-dialogues with the words and phrases below. (10 points)
deal with w avoid w leave a message w take down w urgent
return your call w make sure w out of the office w be careful w spell that
1. A: Please not to interrupt Mr Carson when he’s in a meeting.
B: Don’t worry. I’ll doing that.
2. A: Danny, please could you this customer?
B: Mr Moore is , so I must take his calls.
3. A: I want to for Ms Forrester. I’m Adam Winter from Expocell.
B: Sure. Could you please ?
4. A: Mr Clement needs a person to some notes at the meeting.
B: Sure. I’ll ask Sandra to she comes.
5. A: Ms Reed can tomorrow.
B: No! That’s too late. The matter is .
7 The words and phrases in bold are in the wrong sentences. Write them next to the correct sentences.
(6 points)
1. I can’t hear you. Can you please transfer?
2. I’m sorry, but I must reopen for a minute. Please stay on the line.
3. Make sure you press this button before you interrupt a call.
4. Don’t take a message Mr Williams. He’s in a meeting.
5. Could you please speak up for Jim in IT? Tell him Sara called.
6. That restaurant will put you on hold next month.

A B
1. Can I help you with anything else today? a. The password is written on your work plan.
2. What’s the best solution for that? b. Yes, of course. It’s N-O-B-L-E-S.
3. Who am I speaking with, please? c. They lost some data.
4. We weren’t very happy with the service we d. Yes, it’s connected.
received. e. It’s opposite the sports centre.
5. How do I access the backup system? f. It’s Mike from the helpdesk.
6. Can you spell your last name, please? g. Oh, I’m sorry to hear that.
7. Where is it exactly? I don’t remember. h. No, thanks. That will be all.
8. Have you tried checking the power cable? i. Open the backup system and copy the lost
9. What’s the problem there? information onto their system.
10. Can I transfer you to Pete in IT? j. No, thanks, I’d rather deal with Nat Jones.

Test 3: Units 5-6
1 Listen to three telephone conversations and circle the correct answers. (10 points)
1. Mark will see the library … .
a. next to the bank
b. opposite the school
c. on his left
2. The library is open … .
a. every afternoon
b. on Tuesday afternoons
c. on Tuesday mornings
3. Jenny works … .
a. at Computechnix
b. in the same department as Matt Summers
c. at LM Computers
4. Kevin Butler … .
a. will ring back
b. is not available to take the call
c. will take a message
5. Laura asks John … .
a. to leave a message
b. to spell his name
c. if he’s on holiday

Conversation 1:
1. What must Mark teach the librarian?

Conversation 2:
2. Why can’t Paul Lowe speak to Ivor Brown?

3. Which department does Matt Summers work in?

Conversation 3:
4. What does John want Kevin Butler to do?

5. How do you spell John’s last name?


Test 4 (Units 7-8)
Name: Mark:

1 Read the e-mail. Then answer the questions below. (10 points)
To: Evan Andrews

From: Sally Trent, Sales and Marketing Manager
Subject: Tomorrow’s Schedule
Hi Evan,
My mum is in hospital, so I won’t be in the office before 2 o’clock tomorrow.
Could you please make the arrangements for Wednesday’s conference? Helen can confirm
the number of participants.
1) Call the caterers to check they’ve received our order for light refreshments. Give them the
number of participants.
2) Ask Annie if she’s ready to give a presentation this Wednesday. Tell her I’m sorry it’s so
soon. I got the dates mixed up.
3) Speak to Dave in IT about the equipment we need for the conference.
Would you please postpone my quarter past ten meeting with the accounts department and
reschedule it for Friday? Check my calendar first.
I’d also like an appointment with our network administrator. Please find out if he can meet
me on Tuesday afternoon for half an hour.
Finally, send a memo to IT – the printer in my room is making a noise.
Please clear your schedule and see that you are free when I come in. Remind me that we
need to make a claim for the headsets and webcams that were lost in the post last month.
Our customer is asking for compensation.
Thanks,
Sally
1. Who must Evan speak to before he calls the caterers?

2. When does Sally want to meet with the accounts department?

3. Who does Sally want to speak to for a short while?

4. Which piece of equipment needs to be repaired?

5. Why is a customer asking for compensation?

2 Write T (true), F (false) or DS (doesn’t say) next to the sentences below. (10 points)
1. Sally hopes to be at work the next afternoon.
2. Participants at the conference will get a meal.
3. Annie has got the presentation ready for the conference.
4. Dave will tell Evan what equipment to prepare for the conference.
5. Sally needs Evan to work with her tomorrow afternoon.

Test 4: Units 7-8

1. Can you please call later? Mr Walker is t e u right now.
2. We can meet at ua r five at the factory.
3. Were you s sf d with the service from that company?
4. I’m sorry we’re late. We go l t.
5. We can’t use this projector. It’s am d.
6. Ms Parsons isn’t here right now. I gg t you call later today.
7. Mike is going to r o n se his office tomorrow.
8. The meeting is ch led for 3.30 tomorrow afternoon.
2 Circle the correct answer to complete the sentences. (6 points)

1. Sam , so they took him to hospital.
a. got lost in the post b. felt ill c. was running late
2. Mr Adams is too to see you now.
a. busy b. free c. convenient
3. The secretary made you for tomorrow.
a. a faulty part b. an appointment c. a break
4. You must with the human resources department.
a. discuss it b. participate c. suit
5. They their customers, so we don’t buy there.
a. assist b. cancel c. overcharge
6. I’m sending this back. They sent us .
a. equipment b. a quote c. the wrong item
3 Match A to B to form phrases. Then complete each sentence with the correct phrase. (16 points)
A B
1. under a. department
2. video b. business
3. losing c. commitment
4. shipping d. times
5. IT maintenance e. urgently
6. opening f. warranty
7. leave g. conference
8. previous h. date
1. Pete can’t be here at 2.30. He’s got a .

2. That shop was , so we decided to close it.
3. Take the broken equipment down to the .
4. Our are Mondays to Fridays from 8.00 am to 5.00 pm.
5. There was an accident and Fred had to .
6. The for those computers is 20th June.
7. We received an invitation to a at Computrex.
8. You don’t have to pay for the repair because the item is still .

Test 4: Units 7-8
4 Complete the sentences with the words and phrases below. (8 points)
complaint w enquiry w held up in a traffic jam w make arrangements w defect w hold the line
customer number w attend a meeting
1. The is at the top of the invoice.
2. This scanner is cheaper because there’s a on the cover.
3. Once a month, we with the customer relations department.
4. We’ve received a from a customer who wasn’t happy with our service.
5. Mike will be late. He’s .
6. Did they for their holiday through a travel agent?
7. Would you please ? I’ll see if he’s in.
8. Mr Smith has got an about the new printers.
5 Complete the word or phrases next to the description. (6 points)

1. don’t agree to do something r
2. bring something back r
3. happen t p
4. we’ll pay for it at our e
5. a mistake an e
6. put off until a later date p
6 Match the sentences in A to the responses in B. (6 points)

A B
1. Have you decided to switch rooms? a. I’m not sure. I’ll have to get back to you.
2. Did the participants get anything? b. The new part doesn’t fit very well.
3. Why is the fan making a noise? c. Yes, they received a pack with a stylus pen and
4. Did you reschedule the meeting? a flash drive.
5. When did Maxwell Electronics d. Yes, we’re starting at 4.30 sharp.
credit our account? e. Yes, we’re going to hold the meeting in the 4th
6. Can you confirm the delivery date? floor conference room instead of the 3rd floor.
f. Last month, I think. Let me check my records.

Test 4: Units 7-8

1. Let me take your name and number. 6.
I won’t be able to make it to the meeting tomorrow.
a. I’m sorry to hear that. Can you reschedule it?
b. It’s KM Gordon at 0547690234 a. Yes. Are you free on the 6th?
c. Both a and b. b. Yes. How about Thursday, 3rd February?
2. Are you free on the 23rd? c. Both a and b.
a. I can rearrange a few things, so OK. 7. When is the meeting going to take place?
b. I’ve got previous commitments on that a. I’m afraid that’s impossible.
day. b. We’d like to hold the meeting on 7th June.
c. Both a and b. c. Both a and b.
3. Can you give me more details, please? 8. Can you describe the problem, please?
a. My customer number is FD 32861. a. The sound card seems to be faulty.
b. I want a refund! b. Thank you for calling Computer Experts.
4. Our order still hasn’t arrived! 9. Would 11th June at 3.00 pm be convenient for you?
a. Thank you for your order. a. The afternoon is difficult for me.
b. We’ll compensate you for the b. A mid-morning meeting would be better if
inconvenience. possible.
5. Will 10 o’clock in the morning be OK? 10. Will you correct the mistake right away?
a. Someone will be with you soon. a. We’re sorry about that.
b. I’ll check my calendar. b. Of course. I’ll deal with it immediately.
1 Listen to the conversation and write T (true) or F (false) next to the sentences. (10 points)
1. Mandy calls Sam to tell him about a meeting.
2. Sam knows how much the printers cost.
3. Sam thinks he should deal with the Computop problem urgently.
4. The sales meeting is on the day that Sam is going to Glasgow.
5. Sam was late for work this morning.
2 Listen again and complete the sentences. (10 points)

1. Computop want their money returned for some they bought.
2. Sam wants to meet with the of Computop.
3. The sales meeting was switched from tomorrow to .
4. Before making appointments, Mandy checks .
5. Sam is going for Glasgow on .

Test 5 (Units 9-10)
Name: Mark:

1 Read the article. Then answer the questions below. (10 points)
WHY OUR SMARTPHONES ARE SO IMPORTANT

Our smartphone allows us to keep in touch with friends,
family and co-workers. Aside from e-mail, social networking
and voice messages, we use it to tell the time, check on
the weather, play games, surf the Internet and share our
photos. The latest apps do everything from scanning
barcodes for the best shopping deals to making us fitter by
checking our heartbeats and how far we walk.
Today, we rely on our smartphones every minute of the day.
Look at the chart and see how 20-year-old Mike used his
smartphone in one day. What do you do that’s different?
MONDAY 26TH MAY

06:50 Alarm rang.
07:00 Checked e-mails, tweets and messages.
08:00 Read some breaking news and listened to voice messages on the train to work.
During the morning Navigated the web to translate an article for a project.
13:00 Bought tickets online for Saturday’s concert.
During the afternoon Found a place for dinner on the Internet. Sent messages to friends to meet at 18:15.
17:00 After doing research on the Internet, shopped for a new printer online.
18:00 Checked the number of hits on blog site and answered e-mails.
20:30 Shared photos of the dinner on Instagram. Listened to streamed music on the train home.
21:30 Downloaded a series on TV. Checked the results of the football match.
Before going to bed Checked e-mails, tweets and messages.
1. How can apps help us with shopping?

2. How can your smartphone keep a check on your health?

3. How did Mike wake up in the morning?

4. What did Mike do that involved face-to-face communication?

5. What different kinds of social media does Mike use?


1. Mike is planning to go to on Saturday.
2. Before Mike bought the printer, he .
3. Mike knows how many people read his blog because .
4. Mike shared with the friends he had dinner with.
5. In the morning and at night, Mike .

Test 5: Units 9-10

A B
1. breaking a. senders
2. zoom b. your search
3. unknown c. news
4. blind d. languages
5. foreign e. carbon copy
6. narrow f. control
1. What do you do with e-mails that come from ?

2. Sophie sends messages in three – French, Swedish and German.
3. You need to if you want the correct information.
4. The camera on my phone has got excellent .
5. At work, the boss likes us to send him a of all e-mails.
6. I use my mobile phone to get a few times a day.

hyperlink w results w view w lens w translate w tap
1. If you want good photos, keep the clean.
2. on the screen to see your contact list.
3. You can get more information from the .
4. How many did you get for your search on Bill Gates?
5. Click on “Images” if you want to more photos.
6. Can you this e-mail from English to French?
3 Write four of the words or phrases below in each group. (12 points)
attachment w URL w voice message w shatterproof w site map w dust-resistant w spam
starred w ranking w protective case w keyword w forward
Mobile phones E-mails Internet
4 Write the correct word or phrase next to the description. (8 points)

recipient w water-resistant w user name w remotely w free w inbox w research w malware
1. your computer recognises you by this
2. doesn’t cost anything
3. the place where you see the e-mails you’ve received
4. the person who receives the e-mail
5. software that damages a computer system
6. from a distance
7. still works when it gets wet
8. you do this in order to find out facts

Test 5: Units 9-10
5 Complete the mini-dialogues with the words and phrases below. There are more words
than you need. (7 points)
save the draft w combine w speakerphone w GPS monitoring system w child-safe
query w junk w folders w high-quality w cache
1. A: Why do you think I need a filter?
B: Because you’re getting a lot of mail.
2. A: Are you satisfied with their products?
B: Yes. They’ve got only products.
3. A: Can Ben, Sally and Mike hear me?
B: No. I’ll put you on .
4. A: Dena bought her six-year-old son a mobile phone.
B: Is it ?
5. A: I can’t finish writing this e-mail right now. What should I do?
B: .
6. A: My inbox is a mess. I can’t find the e-mails I need.
B: Let me help you put them into .
7. A: I typed “office printer copier” into the search box, but I’m not getting the right results.
B: words and signs and you might be more successful.

1. How do you keep in touch with your relatives?
a. They haven’t got a landline.
b. We speak on our mobile phones.
c. We use mapping software.
2. What did you type into the search box?
a. My signature.
b. A URL.
c. Relevant keywords.
3. How many hits does your blog get every week?
a. It has got six new features.
b. Not many – the subject doesn’t interest everyone.
c. I use three search engines.
4. Does Tom share his photos on Instagram?
a. He tweets all the time.
b. He forwards his e-mails.
c. Not often, but he’s got many followers on Facebook.
5. Do they give you low rates?
a. Yes. It’s good value for your money.
b. Yes. They’ve got a long battery life.
c. Yes. You can navigate their site easily.

Test 5: Units 9-10

A
1. Do you know the sender?
2. I’ve received an e-mail from a company I don’t know.
3. The “packet data” box isn’t ticked.
4. What happens when you try to open an app?
5. The camera isn’t as good as an expensive model.
6. Maybe you need to narrow your search.
7. I’d better check this for you before you reply.
8. Select “wireless and network settings” and see if your Internet is switched on.
9. The main advantage of budget smartphones is the lower price.
10. Have you selected an Internet connection?
B
a. OK. I’ll forward the e-mail to you.
b. Yes. It’s my cousin, Joe.
c. I know, but they haven’t got all the extra features.
d. OK, I’ll put in more keywords.
e. That’s good to know because I take a lot of photos.
f. The “activate” box appears.
g. If you think it’s spam, don’t open it.
h. Is that why the Internet won’t work?
i. I think so.
j. Yes, look. “Mobile networks” is ticked.
1 Listen to the conversation and write T (true) or F (false) next to the sentences. (10 points)
1. Sally asked Jim questions on the phone.
2. Jim doesn’t use the landline to make outside calls.
3. Jim told Sally how many hours he’s on the Internet each day.
4. Jim does work in French and Spanish.
5. Jim’s company is free of junk mail.

1. Which department does Sally work in?

2. What does Jim use to call his customers?

3. Why does Jim need a dictionary?

4. What foreign languages do Sharon and Salim work in?

5. What did the filters do?


Test 6 (Units 11-12)
Name: Mark:

1 Read the advert. Then write T (true) or F (false) next to the sentences and copy the phrases that justify
your answers. (10 points)
FREE ONLINE COMPUTER COURSES

Be-Able Select the course that interests you by clicking on the links below
IT Courses After our BASIC COURSE

·
understand the differences between computer software and hardware
·
be competent with e-mail and word processing programs
·
COURSE FEATURES
have the skills to manage multiple files
Duration
In our BUSINESS COURSE
·
15-20 hours per level
learn all about the EXCEL menu bar
Assessments
· use graphics to analyse data and figures
Yes
· be competent working in spreadsheets
Diploma
Yes (for a fee) · show comparisons in charts and tables
Our VISUAL AND GRAPHIC DESIGN COURSE includes
Minimum Grade / Class Level
· the most important design principles for visual displays
Click on the courses
· applying effects to digital images
Study at your own pace!
· tutorials to create and work in various layers
·
techniques to design graphic-rich media, including brochures, flyers, posters,
magazines, newspapers and books
1. Students have to attend classes for 15-20 hours to complete a course.

2. Students have to pay for these courses.

3. If you click on a course, you can find out if it suits you.

4. In the Business Course, you will learn how to present statistics and surveys.

5. After completing the Visual and Graphic Design Course, you will know how to design websites.


1. What do you need to pay for when you take a course?

2. How do you know that there isn’t a time limit on the courses?

3. Which course would interest accountants?

4. Which course is suitable for people interested in working with photos?

5. In which course would students learn to prepare and edit documents?


Test 6: Units 11-12

1 Complete the word or phrase next to the description. (8 points)
1. an arrangement of facts in rows and columns: t
2. the money that comes in and goes out of a business: c f
3. to bring together: m
4. letters we write for various purposes: c
5. a planned public or social occasion: e
6. this gives you the authority to use something: l
7. they sell products: v
8. text at the top of a page: h
2 Match A to B to form sentences. (10 points)

A B
1. Use a spreadsheet a. so that people don’t forget.
2. That company has got b. that advertise something.
3. Mike has got a subscription c. without permission.
4. Clients sometimes get a trial version d. if you want to use that program.
5. You can select the layout e. the poster look more interesting.
6. You must pay a fee f. to a new computer magazine.
7. Brochures are booklets g. 600 workers on its payroll.
8. We send out reminders h. of new software.
9. Copyright prevents use of a product i. that suits your presentation.
10. These effects will make j. to organise the data clearly.

licensee w add-on w landscape w sort w apply w efficiency w customise w screenshots
1. Did Pete for the position of software tester?
2. It’s a good idea to files into folders.
3. I’ve seen of this program – they look very good.
4. Thanks to their , the work was done quickly.
5. Does your company computers for clients’ needs?
6. An gives the program more features and abilities.
7. If you’re preparing a wide table, change the page setup to .
8. A person who has got permission to use a program is a .
4 Complete the phrases in the sentences. (8 points)

1. If you want to change a word in your text, use the command “find and r ”.
2. To make a picture bigger, z in.
3. When looking for different applications and functions, use the m bar.
4. The text doesn’t go beyond the page b .
5. Use the format p to copy the formatting from one document to another.
6. Go to the f tab for the save and print commands.
7. Use the view b to change the look of the document on the screen.
8. The page b tells the printer when to start a new page.

Test 6: Units 11-12
1. Put some more trees in the draft.
2. Crop this information into the next document.
3. This isn’t the final copy. It’s only a shadow.
4. Do you want this list of words in background?
5. Please copy and paste the logo. It’s too small.
6. We often put page numbers in the columns.
7. Enlarge the image to fit in this smaller area.
8. There is a footer over the model’s face.
6 Circle the correct word to show you understand the underlined words. (8 points)
1. Could you sharpen the image, please? It’s in the wrong place / too small / not clear.
2. The customer is happy / satisfied / not satisfied with the advert. We’ll have to redo it.
3. People often indent the beginning / middle / end of a paragraph.
4. The lights are too dim. Can you make them larger / brighter / smaller?
5. Cut / Bold / Copy our company’s name to emphasise it.
6. Would it be possible to resize the picture? It’s very cheap / heavy / wide.
7. Blur the buildings in the back, so that they won’t be as clear / light / narrow.
8. Can you retouch the photo to make it look worse / better / bigger?

A
1. What do you need your software to do for your company?
2. Have you got any comments on the first draft?
3. Can you adjust the size of the car to make it larger, please?
4. What kind of document do you need?
5. If I want to do an online course, when does the next one start?
6. Are you looking to integrate this program with any other software?
7. Will it be difficult for me to move information from my existing software to a new program?
8. What support or maintenance can you offer me for this software?
9. What skills do you specifically need for your work?
10. You can use this template every time you want to send out a letter.
B
a. Yes, I will need to use it with other software packages.
b. You can call our 24-hour helpdesk for assistance.
c. I need to make a new letter template.
d. Not really. It can be transferred easily.
e. I can, but I think it will be too big.
f. They haven’t got fixed dates.
g. I must improve my presentations.
h. I’d like a program to help me manage the accounts more easily.
i. That’s so useful. Thanks a lot.
j. I think it would look better if you made the background darker.

Test 6: Units 11-12
1 Listen and answer the questions. (10 points)

1. What is Maggie designing?

2. What does Mr Pearson want Maggie to do with the background?

3. What did Maggie forget?

4. What will appear on all the pages?

5. Why will Mr Pearson call Harry?

2 Listen again and circle the correct answer. (10 points)

1. The conference is this month / on the 29th / on the 15th.
2. Mr Pearson would like Maggie to change the main image / make some small changes /
change the layout.
3. Maggie must take out the background / a shadow / the logo.
4. Maggie must display / sharpen / enlarge the logo.
5. Maggie promises to complete the brochure by this afternoon / tomorrow / Wednesday if there aren’t
any more changes.

Name: Mark:

1 Read the forum entries. Then circle the correct answer. (10 points)
1. Skyler needs help building a network for eight

Users offices / medical clinic with 20 workstations.
2. They will need a LAN / WAP for the laptops.
Skyler: I will be setting up a network for 3. Gobo needs to know the size of the office / type
a medical clinic. of business.
There will be 20 workstations and 4. The workstations will be on different floors /
the printer will be a shared resource. one floor.
They are asking for wireless access 5. The type of router depends on the number of
points as some of the personnel will offices / Internet speed needed.
be using laptops.
My questions are: 2 Answer the questions. (10 points)
What is the best way to set up the 1. How many printers will the medical clinic have?
network?
What type of router will we need? 2. How does Gobo suggest they back up the
What size port switch do we need? system?
Thanks for the help!
3. What must Skyler do in order to protect the
Gobo: We need some additional information network?
so that we can visualise the office
space. 4. What does Gobo think they might need in the
For access points: future?
How large is the office?
How many floors has the office got?
5. What question isn’t answered by Gobo?
For the router:

What is the Internet service speed?
Skyler: Total space: 10 X 12 metres = 8

closed offices
A single floor
Internet speed: Download – 35 mbps
Upload – 3 mbps
Gobo: My suggestions:
If centrally located, a local area
network (LAN) with one access point
will work.
The modem, router and switch
should be on a battery backup
system.
You will need a 24-port switch for this
network.
Make sure to put in a firewall to keep
out unauthorised users.
If the number of employees using
laptops goes up, this will slow down
the Internet service speed. So, you
may need a second access point.
Hope this helps you.

Test 7: Units 13-14

1 Complete the word or phrase next to the description. (8 points)
1. going up: a
2. the total: s
3. the person a business belongs to: o
4. the amount an item costs when you want to buy it: p p
5. a person who gives assistance in the installation and maintenance of equipment: t
r
6. a request for information from a database: q
7. the amount of money in your bank account: b
8. a device that allows multiple computers to communicate with each other over a network:
h

1. What is the advantage of fibre optics? 4. What do companies use to see the results of
a. They protect a network from unauthorised their sales?
users. a. bar charts
b. They allow for fast data transmission. b. line graphs
2. What do you do to take a small number away 5. What are spreadsheets made up of?
from a larger number? a. records
a. subtract b. cells
b. divide c. Both a and b.
c. Both a and b. 6. What displays data in rows and columns?
3. What is Mr Jackson’s title? a. a worksheet
a. Professor b. a schema
b. programmer c. Both a and b.
c. Both a and b.

service address w post code w clear w cross-reference w according to w average w multiply w retail
descending
1. The age of the employees in the company is 28.
2. To triple the number, it by three.
3. Put those accounts in order from the biggest to the smallest.
4. Write the under the city.
5. The company’s is 25 Donnolly Street, Blackstone.
6. What is the price of the new laptop?
7. the latest report, our sales have gone up by 15%.
8. We need to this section of the shop to make room for the new hardware.
9. To link to other parts in the same document, you can insert a .

Test 7: Units 13-14
1. Make sure it’s a good i s t before you spend your money.
2. Was the network able to l c e the printer?
3. Use a s c to connect computers and hardware to the network.
4. e t is a fast and reliable network for local area use.
5. Many companies have got an i r l e-mail system.
6. In many offices, the printer is a s r d r o e.
7. I o g information is data we receive.
8. B d d is high-speed data transmission.
9. Aw t n allows a single user to connect to the network.
10. Ar u can receive, analyse and move data to another network.
5 Match A to B to form phrases. Then complete each sentence with the correct
phrase. (12 points)
A B
1. business a. media
2. backup b. point
3. local c. protocol
4. wireless access d. area network
5. stream e. system
6. transmission control f. grade
1. A won’t work if the computers are far from each other.
2. It’s a good idea for a company to purchase equipment.
3. If your Internet connection is fast, you can well.
4. If you’re using the Internet on your laptop, you will need a .
5. is a collection of standards that allow systems to communicate over the Internet.
6. A is important if you don’t want to lose important data.
6 Circle the correct word to show you understand the underlined words. (5 points)
1. You can reboot a field / computer / pie chart.
2. We need to update the gateway / fibre optics / database.
3. My technician can’t always retrieve lost information / a packet / a broadband.
4. How many adaptors do you need for the traffic / flow chart / subnetwork?
5. Use a topology / firewall / gateway to prevent unauthorised access to your network.

Test 7: Units 13-14

A
1. Did you go to the Control Panel to identify all the available printers?
2. I think a local area network should be fine for this company.
3. The network couldn’t locate the printer on the third floor.
4. Can you group these figures according to product type?
5. How many metres of cable will we need?
6. What is your company’s address?
7. When can we come to install the new computers?
8. What time will you be ready to leave?
9. How do I calculate the total number of products from any two columns?
10. Where should I send the quote for the new laptops?
B
a. I think 150 – maybe more.
b. To the purchasing department.
c. Give me another 15 minutes to check that I’ve got all the equipment.
d. I agree with you.
e. Yes. I thought I’d connected the printers to the network.
f. You may have to install the printer driver from the Windows installation CD or from the Internet.
g. 95 Robbins Street, Malvern East.
h. Monday morning would be convenient.
i. Yes. The spreadsheet is able to do that for you.
j. I’ll show you how to write a formula that will calculate that for you.
1 Listen to the information and complete the sentences. (10 points)

1. The new database contains the names of old and new .
2. The marketing department uses the database to send out information about .
3. The accounts department sends to customers who don’t pay.
4. The new database is to navigate than the old one.
5. Pete’s team worked to set up the new database.

1. How has the database changed?

2. Why are there a lot of fields on the database?

3. What employees do John’s questions refer to?

4. What does the manager ask the employees to fill in?

5. What should the employees do if they want more information about the new database?


Name: Mark:

1 Read the online advert. Then complete the sentences. (10 points)
MIKE’S GAMING PLATFORM PRODUCTS HOME SERVICES OPENING HOURS FIND US
Opened in 2010, Mike’s Gaming Platform is the place to visit for all your gaming requirements.
WE OFFER:
• new video games (the newest releases)
• used video games for even the smallest budget
• the latest accessories including goggles, motion control devices and other gadgets
• freely available advice
We can attend to all your gaming issues, because a love of gaming is a prerequisite in this business. Our infrastructure
allows us to do what we love best. So we allocate time for writing reviews about the latest games on the market,
exchanging information with other gamers and playing games with our customers.
Mike’s Gaming Platform is also a computer repair shop. We repair broken video gaming systems. Like computers, video
gaming systems can develop hardware errors, stop reading discs or just break down. We will work hard to save your
system for you. Check out our services page to see what we can do to help fix your systems and / or video games.
We also offer a disc cleaning service.
If you can’t find the time to come in or are too far away, go to our online shop.
1. Clients who don’t want to spend a lot of money can buy video games.
2. Mike’s Gaming Platform sells video games and .
3. Mike’s Gaming Platform knows what their clients want because they play games with them and they
.
4. To find out about Mike’s Gaming Platform repair department, go to .
5. Mike’s Gaming Platform repairs and .

1. Where can you find Mike’s Gaming Platform’s address?

2. When was Mike’s Gaming Platform established?

3. What kind of people does this company employ?

4. What can Mike’s Gaming Platform’s customers do if they want to read about new games?

5. What two options are there for customers who want products or services from Mike’s Gaming Platform?


Test 8: Units 15-16

A B
1. Why are you rebooting the computer? a. The requirements are on the back of the box.
2. Where can I get that program? b. The screen resolution isn’t high enough.
3. What do I need for that game? c. No, we need to modify a few things.
4. Is the company happy with the new network? d. It crashed half an hour ago.
5. Why isn’t the picture clear? e. The development of a new app.
6. What does Sara do at that IT company? f. She’s a program developer.
7. Which operating system is cheaper? g. It’s freely available on the Internet.
8. What are you working on? h. Linux – it’s a free open source operating system.
1. When will they r a their new game?
2. The operating system c r n s the hardware and software.
3. You must pay for p p e r software.
4. Have you got the b d t to buy a new smartphone?
5. I am missing a s m n from the motherboard.
6. You need to be careful. The system isn’t s b e.
7. Sam built the e r network on his own.
1. You can put in a prerequisite to fix a software problem.
2. If you are able to partition, this is the job for you.
3. You’ll need to allocate your hard drive in order to allow multiple operating systems.
4. A power supply is a kernel for all electronic equipment.

5. You need to pay for this program because it’s pre-installed.
6. The patch is in a protected area of the memory.
7. The operating system is commercially owned when you buy a computer.
8. Did they multi-task enough money for the conference?

scam w reveal w infrared w capabilities w reputable w anti-spyware software
social networking sites w dongle
1. I bought my laptop from a company.
2. helps to block malware.
3. We cannot see an light.
4. People communicate with each other on .
5. Our company needs a person with graphic .
6. As a result of a credit card , I lost a lot of money.
7. Have you got a to join these network cables?
8. Try not to any personal information.

Test 8: Units 15-16
5 Match A to B to form phrases. Then complete the mini-dialogues with the correct phrases. (14 points)
A B
1. flight a. of
2. lithium-ion b. surface
3. flat c. stick
4. charging d. keyboard
5. virtual e. batteries
6. dispose f. reality
7. virtual projection g. cradle
A: What accessories do you need to play that 1. game?

B: A headset and a 2. .
A: How should I 3. these batteries?
B: Don’t throw them away. I’ve got a 4. for the 5. .
A: Can we use the 6. to type these documents?
B: Yes, but we need a 7. to work on.

1. Many video games require rechargeable / handheld / pocket-sized accessories.
2. I’m listening to a new audio clip / gaming platform / beam.
3. Did you read the wand / gadget / review before you bought the game?
4. Much of our equipment will be dual / voice activated / fake in the future.
5. Many games pair / enrich / involve chatting with other players around the world.

Test 8: Units 15-16

1. What accessories do I need for your latest 6. That’s an interesting product. How does it
game? work?
a. See that the Windows on your computer is a. It’s compatible with most devices.
compatible. b. It projects by laser.
b. You can play with people from different c. That’s an option.
countries.
7. Isn’t that a bit outdated?
c. You need goggles and a motion controller.
a. Perhaps. I’ll see if there are more up-to-
2. How do I make the characters move faster on date products.
virtual reality games?
b. No, according to the date, we can still use
a. Check the memory capacity on your it.
graphics card.
c. Yes, it’s an innovative product.
b. Try a demo.
8. How can I move from one environment to
c. They move too slowly on my PC. another?
3. How much free space have you got? a. My QR scanner isn’t reading the codes.
a. I need 20 MB for fast streaming. b. Be sure to use the QR scanner in our
b. I’ve allocated 10 GB free space on my software.
D drive. c. Read the game reviews.
c. Check the gaming platform. 9. Are goggles and motion controls essential for
4. How can I find answers to any questions I’ve all your games?
got? a. Many of the simpler games don’t need
a. Refer to the FAQs on our website. them.
b. You won’t. b. You need a computer, a keyboard and
c. I’ve just purchased your latest reality a mouse.
game. c. Gaming can be dangerous, so play safe.
5. Did you download the 32-bit or the 64-bit 10. Have you ever installed an operating system
version? before?
a. I’ve checked. a. Please can we check it step-by-step?
b. It’s a computer with a 64-bit processor. b. No, I haven’t.
c. Not yet. How do I know which one I need? c. OK. It’s restarting now.
1 Listen to the conversation and circle the correct answer. (10 points)
1. All / Most / No VPKs cost more than €37 in this shop.
2. The VPK is handheld / fits in a pocket / is as big as a smartphone.
3. The VPK uses laser / wireless / red letters to project the image.
4. The user can adjust the size / colour / brightness of the projection.
5. The battery works for one / two / three hours.
2 Listen again and complete the sentences. (10 points)
1. The customer has got enough money to .
2. Before turning on the VPK the user should .
3. If the user needs help he / she should .
4. It is difficult to use the VPK in a car because you need a flat surface which is .
5. You recharge the battery using a .

Name: Mark:

1 Read the article. Then complete the sentences. (10 points)
Global Cyberattack other files weren’t accessible. Doctors couldn’t

work and operations had to be cancelled.
On 13th May 2017, there was an international Thousands of patients were at risk.
cyberattack affecting nearly 100 countries. At the same time, there was an attack on
Called the Ransomware attack, the hackers Telefónica and other Spanish companies and
gained entry to millions of computers and organisations. Deutsche Bahn, Germany’s
demanded that each user pay £232 to recover railway network, became the hackers’ next
their files. The malicious code they used also victim. The cybercriminals tricked victims into
didn’t allow some people entry into their opening malware attachments in spam e-mails.
computers. This is not the first time that hackers have caused
The biggest problem seemed to be in Britain, damage. They have used viruses for many years.
where thousands of hospital computers crashed. Here are some other serious breaches of security
Many documents, photos, videos, databases and since 2013:
Company Date What happened

Yahoo 2013 Hackers gained entry to one billion accounts.
eBay 2014 145 million users were informed of identity theft.
Sony Pictures 2014 Private details of 47,000 employees and actors were made public.
Entertainment
Talk Talk 2015 157,000 accounts were breached. They included bank account
numbers, codes and credit card details.
MySpace 2016 360 million passwords and e-mail addresses from MySpace
appeared on a hidden Internet site.
1. The cyberattack affected of computers.

2. The Ransomware attack wanted users to to the attackers.
3. In the UK, hackers got into computers.
4. is an example of a Spanish company which was affected.
5. As a result of the security breach at Sony Pictures Entertainment, information about
was published.

1. What did the hackers use to prevent users from accessing their computers?

2. Why were patients at risk?

3. How did the hackers use e-mails to cause damage?

4. What were the hackers looking for when they gained entry to Talk Talk?

5. Where did the hackers post the information they took from MySpace?


Test 9: Units 17-18

1. This is a credible / a compliant / an affordable product. I’ve got the budget for it.
2. What can we do to incorporate / increase / mask the number of visits to our website?
3. Did you get any SEO / needs / feedback on your blog?
4. Make sure they’ve got a payment per usage / risk / third-party system.
5. We have just put a new advantage / brand / website traffic on the market.
1. I don’t think this car is w t what I paid for it.
2. I purchase from this company, because I know their p m t g w y is secure.
3. You are s l y responsible for the computer crash.
4. Is that network s a l for a small company?
5. Has your company got a d a name?
6. Put in a firewall for network s u t .
7. S e d w the picture to fit it in the advert.
8. You can feel safe if the company has got a t s l o.

ideal w on-demand w decrease w multi-users w social share buttons w customer portal w website traffic
self-service w bandwidth w web hosting
1. Use filters to the number of spam e-mails.
2. is the measurement of how fast data is sent over a connection.
3. A site might not respond if there is too much .
4. To show your friends the websites you like, use the .
5. If you want to publish your own website, you need to sign up for a service.
6. A small network would be for your company.
7. A allows businesses and customers to share information safely.
8. The cloud delivers computing services over the Internet.
9. means there isn’t a salesperson to help you.
10. A public cloud gives services to .
4 Write the correct word or phrase next to the description. (10 points)
block w safeguard w encrypt w agenda w hacker w reassess w attempt w gain entry to w post w monitor
1. to watch and check:
2. to consider something again:
3. to stop something:
4. to get into a place:
5. to protect:
6. to hide data by turning it into a code:
7. a list of things to be done:
8. a person who gets into a computer illegally:
9. to publish something online:
10. to try:

Test 9: Units 17-18
5 Match A to B to form sentences. (10 points)

A B
1. It is important to protect against a. by cyber thieves.
2. Phishing messages are fake e-mails b. important files on your computer.
3. There should be a severe penalty c. and now it doesn’t work well.
4. E-commerce describes companies d. to help companies advertise.
5. The file was corrupted e. by hiding their true identity.
6. Adware watches your Internet activities f. that ask for personal information.
7. Use the privacy settings g. identity theft.
8. You need to password protect h. that do business online.
9. Online scams are often committed i. for cyber crime.
10. Criminals sometimes try to trick people j. to prevent everybody from seeing your personal
information.
6 The words and phrases in bold are in the wrong sentences. Write them next to the correct sentences.
(7 points)
1. If an e-mail is sensitive, don’t open it.
2. Bulk e-mails of my lost files took a long time.
3. Many companies send out parental control to get to all their clients.
4. With the undesirable use of a credit card, they bought many products.
5. Violating the business’ cyber security rules might have suspicious consequences.
6. Use recovery to prevent your children from visiting certain websites.

7. Companies must protect fraudulent information.

A
1. Why should we switch to using cloud computing for our business?
2. How can we give our customers support?
3. What seems to be the problem?
4. How can we ensure our customers’ information is kept safe?
5. How do I set up Parent Controls?
6. Why do you think I need a VPN?
7. Do you know how I can block certain websites?
8. Do we need to reassess the firewall settings?
9. When did you last download an update?
10. Can I change the amount of space according to my needs?
B
a. It’s possible for us to mask your customers’ personal and financial details for a secure interface.
b. Go to Search Settings on the right-hand side of the screen.
c. Oh! I’m not sure.
d. Yes. Some of the employees have complained that they can’t access all the programs.
e. We’ll develop a Live Chat feature and a free helpline.
f. Last month we had a serious security breach.
g. Yes. You can set up your PC to monitor what your children are viewing.
h. You can get rapid access to innovative business applications.
i. It offers a much better level of security.
j. Yes, you can scale up or down as your business demands.

Test 9: Units 17-18
1 Listen to the conversation and write T (true), F (false) or DS (doesn’t say) next to the sentences.
(10 points)
1. Sam has just bought some computer software on the Internet.
2. Alice stopped buying online because of a bad experience.
3. Sam enjoys chatting to people on social networking sites.
4. All e-commerce sites have got multi-factor authentication.
5. Alice agrees to try to purchase something on the Internet.

1. What is Sam going to do with the equipment he has just bought?

2. What did Alice put online?

3. Why does Sam believe that buying online is safe?

4. Why isn’t Alice worried about her activities online?

5. Which safe payment scheme does Sam suggest?


Name: Mark:

1 Read the letter. Then answer the questions below. (10 points)
Dear Mrs Graham,

I am writing in reply to your advertisement of 27th July on the yourjob.com website for
a computer programmer.
I studied at Kingsland Secondary School from 2006-2012, after which I went on to study
Computer Science at Landston University. As part of my studies, I spent a year working
at LearnIt, a company which creates educational software. I graduated in 2016 with
a Bachelor’s degree.
For the past year, I have been working at Fun & Games, a company which produces
entertainment software. I will have to leave my job at the end of August since I am
moving to London.
Please find attached my CV, which shows I am suitable for the position. I would like
to add that I am industrious, a fast learner and I work well under pressure. I am also
attaching references from the head of the programming department at Fun & Games.
I would be delighted to come for an interview at a time convenient for you.
I look forward to receiving your reply.
Yours sincerely,
Anthony Mitchell
1. How did Anthony find out about the job?

2. Where did Anthony study for six years?

3. How long did Anthony work at LearnIt?

4. Why will Anthony have to leave his current job?

5. Apart from his educational background, why does Anthony think that he is a suitable candidate?

2 Write T (true), F (false) or DS (doesn’t say) next to each sentence. (10 points)
1. Anthony is applying for a position in a company which produces video games.
2. Anthony is a university graduate.
3. As a student, Anthony worked for a company which makes programs for teaching and learning.
4. In his current job, Anthony designs gaming equipment.
5. Anthony has attached references from his previous job.

Test 10: Units 19-20

A B
1. When did you graduate? a. No, this is my first job.
2. How good is your German? b. I’m fluent.
3. Are you married? c. I was a software tester for three years.
4. Have you got references? d. I finished my studies in 2013.
5. What experience have you got? e. No, I’m single.
2 Choose the correct continuation. (5 points)

1. I’m going to hire some workers. 4. Have you got any computer skills?
a. I’ve got too many. a. I know how to use Word.
b. I haven’t got enough. b. I work a lot with Excel.
2. Lisa is very insecure. 5. This is a temporary job.
a. She always thinks that we’re unhappy with a. You must be good at multi-tasking.
her work. b. It’s only until the end of June.
b. She always thinks that we’re satisfied with c. Both a and b.
her work.
c. Both a and b.
3. Mrs Hill has decided to retire next month.
a. She wants to spend more time with her
family.
b. She says the work is too hard for her.
c. Both a and b.
1. Alice is very flexible. She has some really imaginative ideas.
2. Have you seen the fast-growing technologies? Am I working on Saturday?
3. James is quite shy that he will get the job. His interview went very well.
4. Can you work well in a certificate? That’s very important for us.
5. You have to be confident and agree to work irregular hours.
6. It’s important to keep up with team.
7. I’ve got a schedule in Information Technology from the local college.
8. Wendy is too creative to work in the shop.
A B
1. retirement a. school
2. educational b. training
3. formal c. learner
4. marital d. benefits
5. secondary e. status
6. fast f. background
1. Jane wrote “divorced” on the form for her .
2. You should start thinking about once you’re over 50.
3. Luke didn’t have much when he was young, but he’s an excellent worker.
4. I studied at a in Belfast for six years.
5. What is Rose’s ? Did she go to university?
6. That new secretary is very good. She’s a .


sensitive w divorced w vocational training w recruit w permanent w ambitious w shift
fire w easy-going w overtime
1. I received in web design last year.
2. Mr Davis wants to some graduates for the sales department.
3. You mustn’t be so . Don’t pay attention to what other people say.
4. I enjoy working for Mrs Davis. She’s an boss.
5. Tom is . He wants to be manager of the company one day.
6. Anne was married for a few years, but now she’s .
7. Is this a job? I don’t want it if it isn’t.
8. This job has work. You will have to work some evenings.
9. I’ll have to work this week because I must finish this project.
10. It’s never easy to an employee.
6 Complete the phrase in each sentence with the missing letters. (10 points)
1. Debra is g at m i-t ing. You can give her a number of jobs to do.
2. When I asked her about her c r o j t es, she said that she hoped to be the head
of an IT department.
3. Liz has got a B h ’s d g in Computer Science from Oxford Brookes University.
4. Amy is very unhappy in her c t j .
5. My d o b is 20th August, 1998.
6. I’m worried about Greg. He seems to be u p s at work.
7. You must improve your p e s l s before you start to meet customers.
8. Your s t g s y will be £20,000 per annum.
9. Please complete this form with your p s l d l .
10. According to the j d s n, I will have to travel a lot.

A B
1. What is your experience in network a. I’m hard-working and responsible. I’m also
administration? very outgoing.
2. Can you tell me about your educational b. I’m glad to be here.
background? c. That’s OK. I can be flexible about my time.
3. What salary can I expect? d. Certainly. I finished secondary school in
4. It’s nice to see you again. 2014 and then did vocational training in
5. I’ll be in touch. computer technology.
6. You may have to do shift work. e. We send our employees on career
development courses.
7. Why do you think you’re a good candidate
for this job? f. I worked in the IT department of a hospital
for one year.
8. We’d like to offer you the job.
g. Thank you. It was nice meeting you.
9. Why did you leave?
h. The starting salary is £18,000 per annum,
10. I’d like to ask you about opportunities for
and you’ll work a 40-hour week.
advancement.
i. I was very happy there, but I wanted to
move on.
j. Great! When do I start?


1 Listen to the interview and circle the correct answer. (10 points)
1. Louise wants a position as head of … . 4. Louise wants this job because she wants more … .
a. a team a. money
b. Human Resources b. customers
c. the advertising company c. responsibility
2. She was born in … . 5. Louise asks if the company employees participate
a. London in … .
b. Manchester a. courses
c. Bradford b. conferences
3. Louise is … . c. both a and b
a. single
b. married
c. divorced

1. How old is Louise?

2. When did Louise start her current job?

3. What products appeared on the websites which Louise designed?

4. When will Louise start if she gets the job?

5. When will Louise get an answer from Chris?


Midterm Test (Units 1-10)
Name: Mark:

1 Read the article. Then write T (true) or F (false) next to the sentences below. Copy the sentences that
justify your answers. (10 points)
BUILD YOUR OWN COMPUTER

These are the components you need to build a simple home PC:
1. A processor (CPU) that is fast enough, with an efficient fan. Most of the CPUs are made
by either Intel or AMD (Advanced Micro Devices). Though Intel Pentium processors are
powerful and well known, AMD processors are cheaper and they are a good alternative
to Intel’s CPUs. Always try to get a processor from the present generation, as they are
faster and more efficient than those from previous generations.
2. A motherboard that fits your processor and will support the components you are
planning to install. Try to choose a motherboard that will allow you to upgrade and add
more memory (RAM).
Memory (RAM) that is compatible with your new motherboard and CPU. If you don’t
3.
have enough RAM, your programs will run more slowly than they should.
4. A hard drive that is big enough for all your data. Make sure it comes from a reliable
manufacturer.
5. CD / DVD drives that allow you to install programs, transfer data and play music and
films.
6. A power supply from a good company that supplies the right amount of power to the
computer and its components. A faulty supply can damage your parts.
7. A functional case. The case is what holds the computer parts together. Check that the
size suits your needs and that it won’t heat up.
After you follow the instructions and assemble your computer, you will need to buy
a monitor, a keyboard and a mouse.
1. The Intel Pentium is more expensive than an AMD processor.

2. If the processor seems right for you, you can buy an old model.
3. The motherboard you buy depends on your needs.
4. If your computer programs are running slowly, check the RAM.
5. A small case is more functional than a big one.

1. Which component allows you to add and upgrade?

2. What size hard drive should you buy?

3. Which part of the computer would you use to install a new program?

4. Why must the power supply come from a reputable manufacturer?

5. Which hardware peripherals do you need to add to your computer?


Midterm Test: Units 1-10

1 Add a suitable word or phrase to each of the word groups. (6 points)
1. space bar w shift key w tab key w
2. projector w webcam w remote control w
3. quantity w payment date w delivery date w
4. shut down w restart w log off w
5. no reply w wrong number w on the line w
6. keyword w URL w research w
A B
1. light a. date
2. turn b. languages
3. software c. refreshments
4. shipping d. mark
5. exclamation e. tester
6. foreign f. left
1. What is the on the invoice?
2. Put an at the end of the sentence.
3. She works as a for a big company.
4. At the end of the corridor, .
5. They will serve at 11 o’clock.
6. How many does she speak?
3 Complete the word next to the description. (8 points)

1. can be taken from place to place: p
2. doesn’t break easily: s
3. very important and needing immediate attention: u
4. you receive your e-mails there: i
5. you don’t pay for it: f
6. not complicated: s
7. the opposite of heavy: l
8. an estimated cost for a particular job or service: q
1. A wireless mouse is a very obsolete piece of equipment.
2. I design you speak to Danny in human resources.
3. Can I pay with a customer number?
4. I’m going to be late. Please suggest my schedule.
5. We haven’t got a credit card any more. We all use smartphones.
6. Did Fred reorganise this year’s advertising brochure?
7. This motherboard is useful. You need a new one.
8. I’ll check the invoice. Can you give me your landline, please?


replace w password w software w reorder w engaged w malware w speakerphone w convenient
1. You need to protect your computer against .
2. Monday at 10.00 is not for Mr Davis.
3. We need to our broken printer.
4. I’d like to hear what Mr Tyler is saying. Can you turn on the , please?
5. The number is . Can you call back later, please?
6. I changed the on my e-mail account.
7. We need to paper for the printer. There isn’t any on the shelf.
8. When did you install the new ?
6 Complete the word in each sentence with the missing letters. (8 points)
1. This software is u r-f ly and simple. It suits your needs.
2. You must a c this cable to that one.
3. Please call a taxi to take Larry to the a p r .
4. The office is b w n First Street and Main Street.
5. When Tom finishes school, he wants to go into b k g.
6. This phone is right for a child – the screen is s t p f.
7. We must return this barcode scanner. It has got a d t.
8. It costs £1200, and you can pay 10 monthly p m ts of £120 each.

1. Where is it exactly? 6. What happens when you try to open an app?
a. On the ground floor. a. The ‘activate’ box appears.
b. Opposite the school. b. It says I have no connection.
2. Have we got enough webcams? 7. Do you know the sender?
a. No, we’ve only got a couple left. a. No, I’m not familiar with this company.
b. Really? b. No, it hasn’t got an attachment.
3. Which anti-virus software should I use? 8. I want a refund!
a. Use McAfee. a. Thank you for your order.
b. Follow the instructions on the screen. b. I’m sorry, we can’t give you your money back.
4. Could you ask her to return my call, please? 9. Have you selected an Internet connection?
a. Let me check that. a. I thought it was connected.
b. Of course. Can you spell your last name, b. I’ll put you on hold.
please? c. Both a and b.
c. Both a and b. 10. Will 10 o’clock in the morning be OK?
5. What do you want to install? a. Yes, I’ll write it in my diary.
a. Just a minute. b. No, I’m afraid that won’t work.
b. A new fan. c. Both a and b.
c. Both a and b.


1 Listen to the conversation and complete the sentences. (10 points)
1. Jack wants a job as a .
2. Sandra tries to help Jack because Mr Blake is .
3. Jack wants to in the summer.
4. Jack will write his questions in an .
5. Sandra suggests that Jack write to Mr Blake or to the .
2
Listen again and write T (true), F (false) or DS (doesn’t say) next to the sentences. (10 points)
1. Jack knows about Digital Repair House from an advert.
2. Jack has completed his studies at the college.
3. Mr Blake will return on Tuesday.
4. Mr Blake will call Jack when he gets back.
5. Jack can send the form to Mr Blake.

Final Test (Units 1-20)
Name: Mark:

1 Read the article. Then write T (true), F (false) or DS (doesn’t say) next to the sentences below.
(10 points)
The History of Computer and Video Games

The history of video games goes back as far the market, and retailers couldn’t sell them. This
as the early 1950s. Computer scientists began caused a video game crash in 1983. In the 1990s,
designing simple games as part of their research. the industry recovered and by the early 2000s,
But video gaming didn’t become popular until people were playing games on their phones.
the 1970s and 1980s, when joysticks, buttons As gaming moved into virtual and augmented
and other control gadgets were made public. At reality, sales increased.
the same time, fascinating graphics started to Today, mobile games can be downloaded to
appear on the screens. phones from app stores. In some cases, games
The first games to be played at home were are also preloaded in the handheld devices by the
designed for a device called a console. Atari 2600 original manufacturer or by the mobile operator
was one of the first affordable home consoles when purchased.
which allowed people to play games on their
TV screens. When the shooting game Space
Invaders was released in 1978, it became very
popular. Today, gamers can download it for free
on the Internet.
During the 1980s, gaming computers, online
gaming and handheld LCD games were
revealed. But there were too many games on
1. Video games were popular in the 1950s.

2. People bought the Atari 2600 because it wasn’t too expensive.
3. Many people played Space Invaders when it came out.
4. In the 1980s, shops sold games at a big discount because of the video game crash.
5. When you buy a smartphone, you always get free games on it.

1. Which devices made video games more popular?

2. How can you get Space Invaders on your PC?

3. What was the reason for the video game crash in the 1980s?

4. How did gaming change in the 2000s?

5. What types of games have caused sales to go up a lot?


Final Test: Units 1-20

1. I wouldn’t give Ben that job. 5. Do I need any gadgets for this game?
a. He’s very professional. a. Yes, a wand and goggles.
b. He’s too insecure. b. Yes, a printer and a scanner.
2. Did you know about yesterday’s cyber attack? 6. Where should I put the page break?
a. I wasn’t aware if it. a. Before the comma.
b. Yes, I bought a new laptop. b. After the pie chart.
3. What is her current job? 7. Why do I need multi-factor authentication?
a. Data entry operator. a. It will give you better protection.
b. Software tester. b. To block unauthorised access.
4. Have you got a Bachelor’s degree? 8. Do I need a WAN or a LAN?
a. No, I’ve got a certificate from a vocational a. This depends if the computers are connected
school. in close proximity.
b. Yes, I graduated from university last year. b. This depends if the computers are connected
c. Both a and b. in different countries.
c. Both a and b.

1. Could you answer my brochures / tables / correspondence after lunch, please?
2. What are the requirements / view buttons / databases for this network?
3. Sally is lazy / outgoing / under pressure and will do well in the sales department.
4. Do they own the licensee / fee / copyright to that software?
5. How many hours of schedule / certificate / overtime did you do?
6. We are trying to encrypt / increase / blur the number of clients.
7. Could you enlarge / divide / encode the image on this page? It’s too small.
8. What time is the topology / tech rep / shared resource coming?
1. They needed a large patch for starting their business.
2. What is the investment for hacking?
3. This new digital camera is ambitious.
4. Olga got good flight sticks from her previous job.
5. Daniel is a pocket-sized and he’ll do well.
6. Rob wants the manager’s job. He’s too fast learner.
7. We can repair that problem with a penalty.
8. We are selling these references for €45.90 each.

router w development w recruit w monitor w social networking sites w responsible
1. One day, Tammy will be a manager. She’s a very worker.
2. I think it’s a good idea to what children watch.
3. The is an essential part of the network.
4. The company wants to some new technicians.
5. Facebook and Twitter are popular .
6. The people in this room are working on the of some new software.

A B
1. malicious a. background
2. backup b. code
3. freely c. preference
4. educational d. traffic
5. personal e. available
6. website f. system
1. My includes secondary school and a Bachelor’s degree from university.

2. A lot of software is on the Internet.
3. We installed a new after we lost some important files.
4. describes the number of people who visit a website.
5. My is to start work at 10.00 every day.
6. Our computing system was damaged by .
6 Complete the phrase in each sentence with the missing letters. (8 points)
1. You can’t have free access if something is c r l o n d.
2. V c a v e means that it is controlled by spoken commands.
3. Put your phone into the c g g c d for a few hours.
4. The p c s p e for some FPS games isn’t expensive.
5. Mike’s s i s l y is low because he hasn’t got any experience.
6. You need to send the invoice to their b l g a s .
7. You can c y and p t our logo onto the letter.
8. If you get v t a t n g, you will find a job easily.

Match the questions in A to the responses in B.
A
1. Are goggles and motion controls essential for all your games?
2. What do you need the software to do for your company?
3. When can we come to install the new computers?
4. Have you ever installed an operating system before?
5. What seems to be the problem?
6. Where should I send the quote for new printers?
7. What time will you be ready to leave?
8. When did you last download an update?
9. Can I change the amount of space according to my needs?
10. Can you adjust the size of the image to make it bigger, please?
B
a. Give me another 15 minutes to check that I’ve got all the equipment.
b. We had a serious security breach last month.
c. Yes, you can scale up and down as your business demands.
d. Many of the simpler games don’t need them.
e. Three weeks ago.
f. Monday afternoon will be fine.
g. No problem. I can resize it.
h. No, I haven’t.
i. I want a program that will help me manage the cash flow.
j. To the purchasing department, please.


1 Listen to the conversation and complete the sentences. (10 points)
1. Mr Evans is impressed with Ms Baker’s .
2. Ms Baker came back to London after she .
3. Ms Baker likes to work with a .
4. The job that is advertised is for a .
5. Ms Baker learned German from her .

1. What did Ms Baker send the company?

2. How long did she work in Glasgow?

3. How do we know she’ll be flexible about hours?

4. How many IT people did she manage?

5. How many foreign languages does she speak?


Tests Answer Key
Functional Language
1 Units 1-2
1. d 3. f 5. b 7. a 9. c
Reading Comprehension, page 52 2. g 4. h 6. j 8. i 10. e
1 1. first floor 4. third floor
2. second floor 5. first floor Listening Comprehension 2 , page 55
3. second floor Conversation 1
2 1. all employees Mary: Good morning. I’m Mary. How can I help
you?
2. 9.30 am
Man: I’m looking for the latest software products.
3. (Tuesday) 13th March
Mary: Software for banking is display number 36.
4. retail shop Are you interested in banking or business?
5. lunch at the cafeteria Man: Actually, it’s for my manufacturing business.
Mary: So, that’s display number 58.
Vocabulary, page 53 Man: Can you tell me where that is?
1 1. turn off Mary: Sure. It’s the big display over there with the
2. fourth red sign.
3. keyboard Conversation 2
4. remove Woman: Excuse me. I’m Laura Flax. I’m a
5. hospitality and leisure programmer and I’ve got a meeting at 2.15
6. case with Mr Howard.
7. Cheap Man: Mr Howard?
8. solves Woman: Yes. He’s the network administrator.
Man: Oh. I’m new here. Just a moment.
2 1. f 3. d 5. a
Woman: Where’s his office?
2. e 4. b 6. c Man: Um ... his office is on the third floor.
1. software tester 4. power supply No ... sorry. He’s on the second floor, next
to the IT Department.
2. plug in 5. front panel
3. sound card 6. hard drive Conversation 3
3 1. one thousand five hundred Man: Good morning. Sam speaking from the
helpdesk.
2. ninth
Woman: Hello, Sam. This is Doris Rayburn. My new
3. fifty-seven monitor doesn’t work.
4. twenty-four Man: OK. You need to connect it. First turn off the
5. one hundred power supply to your computer.
6. third Woman: Just a minute. OK.
7. eighty-two Man: Now, attach the monitor to the computer.
Can you see there’s a special socket for the
8. twenty-first
monitor cable in the back panel?
9. twelfth
Woman: Yes, I see it. Now can I turn on the
10. eighteen computer?
4 1. light 6. slot Man: No. Attach one end of the second cable to
the monitor and the other end into the
2. Disconnect 7. loud
power supply.
3. repair 8. quick
Woman: But ... there isn’t a second cable. There isn’t
4. programmer 9. mouse anything else in the box.
5. useless 10. design Man: Oh dear. I’m really sorry, Ms Rayburn. We
need to send you another cable. Let me
page 54 call you back.
5 1. assemble 6. quiet
2. twentieth 7. motherboard
3. connect 8. fourth
4. apps 9. troubleshoots
5. education 10. cable

1 1. trade exhibition 6 1. touch screen 6. tab key
2. manufacturing business 2. payments 7. next to
3. is a programmer 3. flash drive 8. run out of
4. second floor 4. top-of-the-range 9. caps lock key
5. there’s a cable missing 5. headset 10. in the middle of
2 1. 58
Functional Language
2. the big display with the red sign
3. He’s new. 1. c 3. c 5. b 7. b 9. b
4. at the helpdesk 2. b 4. a 6. c 8. a 10. c
5. turn off the power supply to the computer
Listening Comprehension 3 , page 59
Tom: Doris, we need to do an inventory of all the
2 Units 3-4 peripherals. Can you help fill out the form,
please?
Reading Comprehension, page 56 Doris: Sure. Tom, there are only two printers here.
1 1. laptops and tablets One of Model A and one of Model B.
2. Palbook Deluxe 750 Tom: OK. Write that on the form. We haven’t got
many scanners either. I can only see three of
3. Apek CD422 GoBook Model A. There aren’t any of Model B.
4. £30 Doris: I think we should order some more scanners –
5. Palbook Deluxe 750 six of Model A and ten of Model B. Should we
order any printers?
2 1. December 4. Ural X560 Laptop
Tom: I think Mr Brown ordered printers at the
2. Windows 10 5. Ural X560 Laptop
beginning of the week. We need to check with
3. Ural X560 Laptop him before we order any more.
Doris: OK. So I won’t write anything on the order
Vocabulary, page 57 form for printers.
1 1. Wide-screen 5. return key Tom: I’ll count the small peripherals and call out
2. broken 6. gaming controller the numbers. You write them down. … five,
six, seven, eight … There are eight standard
3. reliable 7. full stop keyboards and … three, four, five … five
4. invoice 8. at symbol wireless ones. That’s enough for now.
2 1. alt key Doris: Right! Keyboards – five wireless and eight
standard.
2. webcam
3. practical
Tom: There’s a box of standard mouses and half
a box of wireless mouses.
4. brackets
Doris: How many are there in a box?
5. below
Tom: Usually 36. Yes, it says so on the outside – 36.
6. cash That’s enough for now. We don’t need to order
7. postage and handling any of those.
8. out of stock Doris: Wait a minute, Tom. The phone’s ringing.
3 1. between 6. arrow
1 1. one 4. Wireless
2. shift key 7. order
2. Order 10 5. 36
3. charge 8. beside
3. 8
4. cash 9. ergonomic
5. shipping 10. account 2 1. peripherals
2. help fill out the form
4 1. a 3. b 5. a
3. at the beginning of the week
2. a 4. a 6. b 4. They have enough. / They don’t need any more.
5. The phone’s ringing.
page 58
5 1. b 3. c 5. a 7. d
2. f 4. h 6. e 8. g

Tests Answer Key
Mark: Yes, I know where it is. What do they

need?
Linda: You need to install a new printer and
3 Units 5-6 scanner and show the librarian how
to activate the printer from different
Reading Comprehension, page 60 computers.
1 1. DS 2. F 3. T 4. DS 5. T Mark: Is the library open this afternoon?
2 1. technical support to businesses Linda: Yes. On Tuesdays, it’s open from 2.00
until 6.30.
2. she speaks four languages and worked in Japan
for five years Conversation 2
3. for an interview Jenny: Good morning, LM Computers. Jenny
speaking. How can I help you?
4. there is no reply from the telephone number
she gave them / she gave them a wrong number Paul Lowe: Good morning. It’s Paul Lowe here from
Computechnix. Could I speak to Ivor
5. head of support Brown in your software department?
Jenny: I’m sorry. Mr Brown is working off-site
Vocabulary, page 61 this week. Can I transfer you to Matt
Summers in the same department?
1 1. volume control 5. post office
Paul Lowe: Yes, please.
2. make sure 6. password Jenny: Just a minute, Mr Lowe. I’m putting you
3. follow instructions 7. lost through to Matt Summers.
4. shut down 8. anti-virus software Conversation 3
2 1. shopping centre 4. dial a number John: Can I speak to Kevin Butler?
2. replace 5. on your left Laura: I’m afraid he’s unavailable at the
moment. Can I take a message?
3. on holiday 6. entrance
John: Yes. Could you ask him to return my call
3 1. b 3. a 5. b as soon as possible?
2. c 4. b 6. c Laura: Let me take down your name and
number.
4 1. c 3. d 5. b
John: It’s John Ferring from the Beach Hotel.
2. f 4. a 6. e
Laura: Can you spell your last name, please?
page 62 John: Yes. It’s F-E-double R-I-N-G and my
number is ...
5 1. loose connection 5. expect
2. discuss it 6. back up 1 1. c 2. b 3. c 4. b 5. b
3. repeat 7. as soon as 2 1. how to activate the printer from different
4. caller 8. ground computers
2. Mr Brown is working off-site this week.
6 1. be careful, avoid
3. the software department
2. deal with, out of the office
4. return his call as soon as possible
3. leave a message, spell that
5. Ferring
4. take down, make sure
5. return your call, urgent
7 1. speak up 4. interrupt 4 Units 7-8
2. put you on hold 5. take a message
3. transfer 6. reopen Reading Comprehension, page 64
1 1. Helen
Functional Language 2. Friday
1. h 3. f 5. a 7. e 9. c 3. the network administrator
2. i 4. g 6. b 8. d 10. j 4. the printer
5. Headsets and webcams were lost in the post.
2 1. T 2. F 3. DS 4. F 5. T
Conversation 1
Linda: Hi, Mark. I want you to go to the library
on Bank Street. It’s on your left after the
school.

Tests Answer Key
Vocabulary, page 65
Mandy: No, but you could go tomorrow morning
1 1. tied up 5. damaged if you prefer. The sales meeting has been
2. quarter to 6. suggest postponed.
3. satisfied 7. reorganise Sam: Good. Could you make an appointment for
me to see Gregory Kayne after 10.30? He’s
4. got lost 8. scheduled the manager of Computop.
2 1. b 3. b 5. c Mandy: I’ll arrange that.
2. a 4. a 6. c Sam: When is the sales meeting going to take
place?
3 1. f 3. b 5. a 7. e
Mandy: They’d like to hold it on Friday, 6th March at
2. g 4. h 6. d 8. c 11 o’clock.
1. previous commitment Sam: The 6th of March? I’m afraid that’s
2. losing business impossible! That day I’m in Glasgow. Did you
check my calendar before you agreed to that
3. IT maintenance department date?
4. opening times Mandy: Yes, I did. You’ve got the dates mixed up,
5. leave urgently Sam. I confirmed your trip to Glasgow
6. shipping date yesterday. You’re leaving on the 16th.
7. video conference Sam: I’m sorry, Mandy. I was running late this
morning. Then I got held up in a traffic jam –
8. under warranty not a good way to start a new week.
page 66 1 1. F 2. F 3. T 4. F 5. T
4 1. customer number 2 1. printers 4. Sam’s calendar
2. defect 2. manager 5. the 16th
3. attend a meeting 3. Friday (of March)
4. complaint
5. held up in a traffic jam
6. make arrangements
7. hold the line 5 Units 9-10
8. enquiry
Reading Comprehension, page 68
5 1. refuse 4. expense
2. return 5. error
1 1. by scanning barcodes to find the best
shopping deals
3. take place 6. postpone
2. by checking our heartbeats and how far we
6 1. e 3. b 5. f walk
2. c 4. d 6. a 3. His alarm rang.
4. Mike met friends for dinner.
Functional Language page 67 5. Twitter, Instagram
1. b 3. a 5. b 7. b 9. c 2 1. a concert
2. c 4. b 6. c 8. a 10. b 2. did research on the Internet
3. he checked the number of hits on the blog site
Listening Comprehension 5
4. photos
Mandy: Good morning, Sam, we’ve got a problem 5. checked e-mails, tweets and messages
with Computop.
Sam: Hello, Mandy. What’s the problem? Vocabulary, page 69
Mandy: They aren’t happy with the printers we sent 1 1. c 3. a 5. d
them. They want a refund and they say we
overcharged them. 2. f 4. e 6. b
Sam: I’m sorry to hear that. Please check the 1. unknown senders 4. zoom control
quote against the invoice. They’re very 2. foreign languages 5. blind carbon copy
good customers. We don’t want to lose
their business. I think I should go out and 3. narrow your search 6. breaking news
see them as soon as possible. Am I tied up 2 1. lens 4. results
tomorrow afternoon?
2. Tap 5. view
3. hyperlink 6. translate

Tests Answer Key
3 Mobile phones: voice message, shatterproof, 2 1. the IT department

dust-resistant, protective case 2. his smartphone
E-mails: attachment, spam, starred, forward 3. He needs to translate information into Spanish
Internet: URL, site map, ranking, keyword and French.
4 1. user name 5. malware 4. Sharon works in German and Salim works in
Arabic.
2. free 6. remotely
5. They filtered out spam and malware.
3. inbox 7. water-resistant
4. recipient 8. research
page 70 6 Units 11-12

5 1. junk 5. Save the draft Reading Comprehension, page 72
2. high-quality 6. folders 1. T. “15-20 hours per level”
3. speakerphone 7. Combine 2. F. “Free Online Computer Courses”
4. child-safe 3. T. “Minimum Grade / Class Level; Click on the
6 1. b 2. c 3. b 4. c 5. a courses”
4. T. “show comparisons in charts and tables”
Functional Language, page 71 5. F. “techniques to design graphic-rich
media, including brochures, flyers, posters,
1. b 3. h 5. e 7. a 9. c magazines, newspapers and books”
2. g 4. f 6. d 8. j 10. i 2 1. a diploma
2. It says “Study at your own pace”.
3. the Business Course
Jim: Hi, Sally. What are you doing on our floor? 4. the Visual and Graphic Design Course
Sally: Hello, Jim. The IT department is doing 5. the Basic Course
a survey in the building. Could you answer
a few questions?
Vocabulary, page 73
Jim: Sure.
Sally: Firstly, about phones. How often do you use 1 1. table 5. event
the landline on your desk? 2. cash flow 6. licence
Jim: I use that phone only to contact other 3. merge 7. vendors
departments inside the building. 4. correspondence 8. header
Sally: What do you do about making outside calls
for the company? 2 1. j 3. f 5. i 7. b 9. c
Jim: I usually use my smartphone. 2. g 4. h 6. d 8. a 10. e
Sally: OK. Now ... can you tell me how many hours 3 1. apply 5. customise
you’re on the Internet every day? 2. sort 6. add-on
Jim: Well ... when I come in, I open the Internet 3. screenshots 7. landscape
but I don’t surf all day. I answer my e-mails.
Sometimes, I need to translate information 4. efficiency 8. licensee
about our products into Spanish or French 4 1. replace 5. painter
for our customers. Then I use an online
dictionary. 2. zoom 6. file
Sally: Who works in the other foreign languages? 3. menu 7. buttons
Jim: Sharon handles the German sales and Salim 4. border 8. break
does the Arabic. page 74
Sally: Are there any problems with spam or
malware since we’ve put in the new filters? 5 1. background 5. enlarge
Jim: No. It’s two months since I forwarded you 2. Copy and paste 6. footer
an e-mail about spam. Some junk mail 3. draft 7. Crop
appeared last week. 4. columns 8. shadow
Sally: Yes, we know about that – it wasn’t serious.
Thanks for your help, Jim. Keep in touch. 6 1. not clear 5. Bold
Jim: I will. 2. not satisfied 6. wide
3. beginning 7. clear
1 1. F 2. T 3. F 4. T 5. F 4. brighter 8. better

Tests Answer Key
Functional Language
1. h 3. e 5. f 7. d 9. g 7 Units 13-14
2. j 4. c 6. a 8. b 10. i
Listening Comprehension 7 , page 75 1 1. network for eight offices
Manager: M aggie! Can we discuss the conference 2. LAN
brochure now? The event is on 28th of 3. size of the office
the month. 4. one floor
Designer: Sure, Mr Pearson. 5. Internet speed
Manager: I’m happy with the first draft. I really like
the layout, but it still needs a little editing. 2 1. one
I would like to see more light in the 2. battery backup system
background on the first page. 3. put in a firewall
Designer: That’s not a problem. I can adjust the 4. a second access point
brightness. Did you like the main image
and is the logo in the right place? 5. What type of router will we need?
Manager: Yes, the image is fine, but there’s a grey
shadow over the product. Please remove Vocabulary, page 77
the shadow. 1 1. ascending 5. tech rep
Designer: No problem, Mr Pearson. 2. sum 6. query
Manager: Now … the logo. My personal preference
3. owner 7. balance
is that it should be a little bigger. Could
you resize the logo and move it away from 4. purchase price 8. hub
the bottom left-hand corner? I told you 2 1. b 3. c 5. b
that our telephone numbers and e-mail
address go there. 2. a 4. c 6. a
Designer: You’re right. I forgot. I’ll adjust that. 3 1. average 6. retail
Manager: Don’t forget the copyright sign. You must 2. multiply 7. According to
display it on all the pages.
3. descending 8. clear
Designer: I’ll do that and send it to you this
4. post code 9. cross-reference
afternoon. If there aren’t any more
corrections, let me know and the final 5. service address
draft can be on your desk on Wednesday.
Manager: Thanks, Maggie. It needs to go to the page 78
print shop before the 15th. Tomorrow, 4 1. investment 6. shared resource
I’ll call Harry in the print shop to give him
a reminder. 2. locate 7. Incoming
3. switch 8. Broadband
1 1. a conference brochure
4. Ethernet 9. workstation
2. add light to it
5. internal 10. router
3. the telephone numbers and e-mail address
4. the copyright sign 5 1. f 3. d 5. a
5. to remind him he’ll receive the brochure before 2. e 4. b 6. c

the 15th
1. local area network
2 1. this month 2. business grade
2. make some small changes 3. stream media
3. a shadow 4. wireless access point
4. enlarge 5. Transmission control protocol
5. Wednesday 6. backup system
6 1. computer 4. subnetwork
2. database 5. firewall
3. lost information
Functional Language, page 79

1. e 3. f 5. a 7. h 9. j
2. d 4. i 6. g 8. c 10. b

Tests Answer Key
2 1. Under “Find us”

2. 2010
Manager: Good morning. I’m pleased to announce 3. people who love gaming
that our new database is up and running. 4. read reviews
It includes all our past and present 5. come in or go to the online shop
customers. Yes, Sally?
Sally: Have you changed the format of the Vocabulary, page 81
database?
Manager: Yes, but we haven’t deleted any of our
1 1. d 3. a 5. b 7. h
previous records. The new database is 2. g 4. c 6. f 8. e
much easier to update.
2 1. release 5. segment
Tim: Will this help the marketing department
2. coordinates 6. stable
for events and sending out brochures?
Manager: Definitely! There are a lot of fields to fill in, 3. proprietary 7. entire
because we need as much information 4. budget
about our clients as we can get.
According to Janet in accounting, it is
3 1. patch
already a great help. They can send 2. multi-task
out reminders and retrieve overdue 3. partition
accounts quickly. Have you got a query, 4. prerequisite
John?
5. commercially owned
John: Yes, Larry. The tech reps want to know if
it will be easier to locate information 6. kernel
about when they last visited their clients 7. pre-installed
or the details of their last order. 8. allocate
Manager: Yes to both your questions, John. The
new database is much more user-friendly 4 1. reputable
than the old one. Oh, one more thing – 2. Anti-spyware software
please remember to fill in the client’s title 3. infrared
in the correct field. Many of our contact
people are doctors and it’s courteous to 4. social networking sites
address them that way. Finally, I’d like to 5. capabilities
thank Pete Howes and his department. 6. scam
They worked long hours getting this
7. dongle
ready for us. If there are any further
questions, please take them to Pete. 8. reveal
1 1. customers 4. easier page 82

2. events 5. long hours 5 1. c 3. b 5. f 7. d
3. reminders 2. e 4. g 6. a
2 1. It’s easier to update. 1. virtual reality
2. Because they need as much information about 2. flight stick
their clients as they can get.
3. dispose of
3. the tech reps
4. charging cradle
4. the client’s title
5. lithium-ion batteries
5. ask Pete
6. virtual projection keyboard
7. flat surface
8 Units 15-16 6 1. handheld 4. voice activated

2. audio clip 5. involve
Reading Comprehension, page 80 3. review
1 1. used
2. accessories Functional Language, page 83
3. exchange information with gamers 1. c 3. b 5. c 7. a 9. a
4. their services page 2. a 4. a 6. b 8. b 10. b
5. systems, video games

Tests Answer Key
2 1. malicious code
2. Because doctors couldn’t work and operations
Salesperson: Good morning. I’m Lenny. How can had to be cancelled.
I help you? 3. They tricked victims into opening malware
Customer: I’m looking for a virtual projection attachments in spam e-mails.
keyboard. Are they very expensive? 4. bank account numbers, codes and credit card
Salesperson: Not at all. In fact, the most expensive details
VPK we sell is under €37.
5. on a hidden Internet site
Customer: Oh, that’s within my budget. Can I see
it? Vocabulary, page 85
Salesperson: Sure. Here it is.
1 1. an affordable 4. payment per usage
Customer: Oh! It’s pocket-sized.
2. increase 5. brand
Salesperson: That’s the idea. Let me show you how
it works. You can pair it with a laptop, 3. feedback
tablet or smartphone. Before turning 2 1. worth 5. domain
on the VPK, make sure the Bluetooth
is activated on your smartphone or 2. payment gateway 6. security
laptop. Now switch on the device and 3. solely 7. Scale down
put it down on a flat surface. There we 4. suitable 8. trust logo
are – can you see the laser projection
on the table? 3 1. decrease 6. ideal
Customer: Yes, it looks like a keyboard with red 2. Bandwidth 7. customer portal
letters. 3. website traffic 8. on-demand
Salesperson: The user-guide gives step-by-step 4. social share buttons 9. Self-service
instructions for setting it up.
5. web hosting 10. multi-users
Customer: Can you enhance the brightness?
Salesperson: Yes, with this button. See – it’s brighter 4 1. monitor 6. encrypt
now. 2. reassess 7. agenda
Customer: Would I be able to use it in the car 3. block 8. hacker
or on the train? 4. gain entry to 9. post
Salesperson: Not really. You need a flat surface that 5. safeguard 10. attempt
is bigger than the size of the keyboard
and the device needs to be nearby to
page 86
project the beam.
Customer: Has it got a rechargeable battery? 5 1. g 3. i 5. c 7. j 9. a
Salesperson: There’s a lithium-ion battery that you 2. f 4. h 6. d 8. b 10. e
recharge using a USB connection. The 6 1. suspicious 5. undesirable
battery life is about 120 minutes.
2. Recovery 6. parental control
Customer: Thanks, Lenny. I’ll take it.
3. bulk e-mails 7. sensitive
1 1. No 4. brightness 4. fraudulent
2. fits in a pocket 5. two
3. laser Functional Language
2 1. buy the VPK 1. h 3. f 5. b 7. g 9. c
2. make sure the Bluetooth is activated 2. e 4. a 6. i 8. d 10. j
3. read the user-guide
4. bigger than the size of a keyboard
5. USB connection Alice: What are you doing, Sam?
Sam: I’m setting up a local area network. I’ve just
bought a router and Ethernet cables on eBay.
9 Units 17-18 Alice: Really? I don’t buy anything online.
Sam: Why?
Reading Comprehension, page 84 Alice: After that scam last year when I put my credit
card details online, I prefer to go into
1 1. millions 4. Telefónica a shop and pay cash for everything I need. I’m
2. pay £232 5. employees and actors suspicious of every transaction on the web.
3. hospital

Tests Answer Key
4 1. d 3. b 5. a
Sam: It’s the 21st century, Alice, and this is the ideal
way of shopping! It’s safe if companies have 2. f 4. e 6. c
got secure payment gateways and trust logos. 1. marital status
Alice: I don’t know if I want to risk it. 2. retirement benefits
Sam: I don’t understand you. You spend hours 3. formal training
chatting to people on social networking sites.
4. secondary school
Are you sure you’re safeguarded against
identity theft there? 5. educational background
Alice: Well, I use privacy settings. 6. fast learner
Sam: Listen. Today, many sites like banks have got
multi-factor authentication. Their security is page 90
excellent. 5 1. vocational training 6. divorced
Alice: Well – there is something I saw online that I’d 2. recruit 7. permanent
love to buy ...
3. sensitive 8. shift
Sam: OK, so let me introduce you to PayPal. This is
like opening a bank account. The advantage is 4. easy-going 9. overtime
that they ensure nothing fraudulent happens. 5. ambitious 10. fire
And, they don’t make any of your personal
information public. It’s worth giving it a try. 6 1. good, multi-tasking 6. under pressure
Alice: If something goes wrong, you’ll be solely 2. career objectives 7. people skills
responsible, Sam. 3. Bachelor’s degree 8. starting salary
Sam : Fine. 4. current job 9. personal details
5. date of birth 10. job description
1 1. F 2. T 3. DS 4. F 5. T
2 1. set up a local area network Functional Language
2. her credit card details 1. f 3. h 5. g 7. a 9. i
3. companies have got secure payment gateways 2. d 4. b 6. c 8. j 10. e
and trust logos
4. She uses privacy settings. Listening Comprehension 11 , page 91
5. PayPal
Chris: Hello. I’m Chris Harrison, head of Human
Resources.
Louise: Pleased to meet you. I’m Louise Bradford.
10 Units 19-20 Chris: So you’d like to join our company as head
of our web design team, Louise?
Louise: I’d love to.
1 1. from an advertisement on a website Chris: Great! So tell me about yourself.
2. Kingsland Secondary School Louise: Well, I was born in Manchester, but I live in
3. a year London. I’m 24 years old and I’m single.
4. He’s moving to London. I’ve got a Bachelor’s degree in Visual and
Graphic Design.
5. He’s industrious, a fast learner and works well
Chris: OK. What about work experience?
under pressure.
Louise: I got my current job after I left university. At
2 1. DS 2. T 3. T 4. F 5. F the moment, I’m a designer for ADNOW,
an advertising company. Since I joined the
Vocabulary, page 89 company, orders from existing customers
have increased by 20% and our department
1 1. d 2. b 3. e 4. a 5. c has grown from three to five people. Now,
2 1. b 2. a 3. c 4. c 5. b I feel that I’m ready for a position with more
responsibility.
3 1. creative 5. flexible
Chris: I see. What is your experience designing
2. schedule 6. fast-growing technologies websites?
3. confident 7. certificate Louise: Well, I’ve designed websites for companies
4. team 8. shy such as BeautiFace Cosmetics, Kiddy Wear
Children’s Clothes and others.
Chris: Excellent! Have you got any questions,
Louise?

Tests Answer Key
Louise: Y es. I know the starting salary. Would I also 4 1. useful 5. landline
go on training courses and to conferences? 2. suggest 6. design
Chris: Yes, of course. We need you to start on 3. credit card 7. obsolete
21st August. Can you do that? 4. reorganise 8. customer number
Louise: No problem.
Chris: Great! We’ll be in touch by the end of the page 94
week.
5 1. malware 5. engaged
1 1. a 2. b 3. a 4. c 5. c 2. convenient 6. password
3. replace 7. reorder
2 1. 24
4. speakerphone 8. software
2. after she left university
3. cosmetics and children’s clothes 6 1. user-friendly 5. banking
4. on 21st August 2. attach 6. shatterproof
5. by the end of the week 3. airport 7. defect
4. between 8. payments
Midterm Test, Units 1-10 Functional Language

1. c 3. a 5. b 7. a 9. a
2. a 4. b 6. c 8. b 10. c
1 1. T. “… AMD processors are cheaper…”
2. F. “Always try to get a processor from the Listening Comprehension 12 , page 95
present generation …”
3. T. “ … will support the components you are Sandra: Good morning. Digital Repair House.
planning to install.” Please hold the line. Sandra speaking. How
can I help you?
4. T. “If you don’t have enough RAM, your
programs will run more slowly than they should.” Jack: Hello, Sandra! I’m Jack Larson and I’ve
just seen your advert about the new
5. F. “Check that the size suits your needs …” business you’ll be opening near my home.
2 1. a motherboard I’m interested in working as a support
technician. I’d like to speak to Mr Blake.
2. big enough for all your data
Sandra: He’s out of town at the moment. Maybe
3. CD / DVD drive I can help you?
4. A faulty supply can damage your parts. Jack: Well, I’m studying computers at the local
5. a monitor, a keyboard and a mouse college. I want to make arrangements to
travel during the summer after I get my
Vocabulary, page 93 diploma in June, but if there is a job for me,
maybe I can start in September.
1 Accept all logical answers.
Sandra: Jack, I really can’t help you with that.
Possible Answers I think you should send Mr Blake an e-mail.
1. alt key 4. reopen Jack: When will he be back?
2. scanner 5. dial a number Sandra: On Thursday. What I can do right now is
3. price per unit 6. search engine send you a form to fill in. Please add an
attachment with your questions. Then
2 1. c 3. e 5. d send it back to Mr Blake’s e-mail. He will
2. f 4. a 6. b deal with it as soon as possible. Or you could
fax it to the human resources department.
1. shipping date 4. turn left
Jack: Thank you.
2. exclamation mark 5. light refreshments
Sandra: Oh, and Jack, remember to give us your
3. software tester 6. foreign languages phone numbers and e-mail address.
3 1. portable 5. free Jack: I will. Let me give you my e-mail address
2. sturdy 6. simple now so that you can send me the form.
3. urgent 7. light 1 1. support technician
4. inbox 8. quote 2. out of town
3. travel
4. attachment
5. human resources department
2 1. T 2. F 3. F 4. DS 5. T

Tests Answer Key
Final Test, Units 1-20 Listening Comprehension 13 , page 99

Mr Evans: G ood morning, Ms Baker. Please sit
Reading Comprehension, page 96 down. I understand you’re interested in
1 1. F 2. T 3. T 4. DS 5. F the position that was advertised last week.
Ms Baker: Thank you, Mr Evans. Yes, I sent in the
2 1. joysticks, buttons and other control gadgets
application form and my CV as soon as
2. You can download it for free on the Internet. I saw it.
3. There were too many games on the market. Mr Evans: I’ve got it in front of me. Your educational
4. People were playing games on their phones. background is quite impressive and I see
5. virtual and augmented reality that you’ve got some experience.
Ms Baker: Yes, I worked in Glasgow for five years.
Vocabulary, page 97 Mr Evans: Why did you leave?
Ms Baker: I got divorced and came back to London
1 1. b 3. c 5. a 7. c
to be closer to my family.
2. a 4. c 6. b 8. c Mr Evans: Will you be able to work overtime?
2 1. correspondence 5. overtime Ms Baker: That won’t be a problem.
2. requirements 6. increase Mr Evans: I see that you had quite a responsible
3. outgoing 7. enlarge position. Can I ask you to describe
yourself?
4. copyright 8. tech rep
Ms Baker: I like to think that I’m diligent. I try to be
3 1. investment 5. fast learner as professional as possible and I enjoy
2. penalty 6. ambitious working with a team.
3. pocket-sized 7. patch Mr Evans: Yes, I see you had a team of 12 IT people
working under you. Why do you want the
4. references 8. flight sticks job of network administrator?
4 1. responsible Ms Baker: Well ... I’d really like to work for your

2. monitor company and I hope that will lead to
something higher up in management.
3. router
Mr Evans: It may. I see that you speak German and
4. recruit Spanish.
5. social networking sites Ms Baker: Yes. I’ve got a German grandmother
6. development and while I was at university, I studied
Spanish.
page 98 Mr Evans: We often get foreign guests and those
languages will definitely be useful. You’ve
5 1. b 3. e 5. c
got the job, Ms Baker! Let’s discuss
2. f 4. a 6. d salary and retirement benefits.
1. educational background
1 1. educational background
2. freely available
2. divorced
3. backup system
3. team
4. Website traffic
4. network administrator
5. personal preference
5. grandmother
6. malicious code
2 1. the application form and her CV
6 1. commercially owned 5. starting salary
2. five years
2. Voice activated 6. billing address
3. She says working overtime won’t be a problem.
3. charging cradle 7. copy and paste
4. 12
4. purchase price 8. vocational training
5. two (German and Spanish)
Functional Language
1. d 3. f 5. b 7. a 9. c
2. i 4. h 6. j 8. e 10. g

Additional Speaking Tasks
111
Unit 1
Student A: You are the owner of a new computer Student B: You are a web designer attending an IT
business in Belfast attending an IT exhibition. You work independently and
conference. You offer your customers you are looking for customers. You studied
technical support and repairs in their graphic design, are artistic and have got
homes or businesses. You would like to good ideas. An important requirement
create a new website for your business. of your job is to listen to the customer in
order to give them what they want.
Student A: Greet Student B and introduce yourself.
Student A: Greet Student B and introduce yourself.
Student B: Greet Student A and introduce yourself.

Student B: Greet Student A and introduce yourself.
Student A: Ask Student B what he / she does.

Student A: Ask Student B what he / she does.
Student B: Answer Student A.

Student B: Answer Student A.
Student A: Ask Student B what his / her job involves.

Student A: Ask Student B what his / her job involves.
Student B: Tell Student A what you do.

Student B: Tell Student A what you do.
Student A: Ask Student B what skills

his / her job requires. Student A: Ask Student B what skills
his / her job requires.
Student B: Answer Student A’s question.

Student B: Answer Student A’s question.
Unit 3
Student A: You are an IT sales assistant at Excom Student B: You are the stockroom manager at Excom
Computer Supplies. You are calling Computers Supplies. A colleague is calling
the stockroom manager to see which to see which peripherals you have got in
peripherals are in stock. This is what you stock. Use the information in the inventory
need: list below to answer his / her questions.
INVENTORY TAKEN: 26TH JULY

2 scanners
Quantity Item Model Notes
2 printers DEMI 300 All-in-one
4 Scanners Fumi delivery available
1 printer Ink-jet Toyo 950 from 20th August
10 headsets 6 DEMI 300
Printers
All-in-one
5 standard keyboards
0 Ink-jet Toyo 950 no stock till October
5 wireless keyboards
40 Headsets
6 microphones 11 Keyboards Standard
10 wireless mouses 3 Wireless ordered
13 Microphones
23 Mouses Standard
8 Wireless delivery arriving at
the end of the week

Unit 4
Student A: You are a sales assistant helping a customer to decide between two printers.
Use the information below to answer Student B’s questions.
SALE LASER PRINTER / FAX / SCANNERS
CORPUS 260 SUMO 361

ALL-IN-ONE PRINTER, SCANNER, FAX AND COPIER WIRELESS PRINTER AND FAX
• Double-sided printing • One-sided printing
• A4 and A3 paper • A4 paper
SPECIAL OFFER £238 BUY NOW only £99 (cash)
3 PAYMENTS Immediate delivery
24-hour delivery SUPPORT: No technical support
SUPPORT: help desk and online REVIEWS: ***
REVIEWS: *****
Student B: You are shopping for a printer. Ask Student A questions to help you complete your research about two
printers.
CORPUS 260 SUMO 361

ALL-IN-ONE PRINTER, SCANNER, FAX AND COPIER WIRELESS PRINTER AND FAX
PRINTING OPTIONS: PRINTING OPTIONS:
COST: COST:
PAYMENTS: PAYMENTS:
DELIVERY: DELIVERY:
SUPPORT: SUPPORT:
REVIEWS: REVIEWS:

Unit 5
Student A: You are a support technician in a computer Student B: You are a support technician in a computer
company. Ask and answer questions company. Ask and answer questions
to complete your notes below. Use the to complete your notes below. Use the
information Student B gives you. information Student A gives you.
WORK SCHEDULE WORK SCHEDULE
Monday 16th March Monday 16th March

Client: Maxwell Clinic Client:
Telephone: 077733365 Telephone:
Address: 15 Clay Street Address:
Directions: Behind the Central Bus Station Directions:
Time: 2.00 pm-4.00 pm Time:
Job: Install new scanner and printer. Show them how to Job:
activate the new peripherals from different computers. Notes:
Notes: Contact Sara Black for password.
Tuesday 17th March
Tuesday 17th March Client: Bee’s Fashion Shop
Client: Telephone: 087611234
Telephone: Address: City Shopping Centre – shop 25
Address: Directions: 2nd floor, opposite the cinema
Directions: Time: 10.00 am-3.00 pm
Time: Job: Replace keyboard and check the computer.
Job: Notes: Parking underground on -1
Notes:
Unit 6
Student A: Y
ou phone LGA Computers to speak to Student B: You are the receptionist at LGA Computers.
Mr Pete Collins, the manager, about Explain to the caller that Mr Collins is
a missing delivery. It’s urgent that you talk unavailable and take a message.
to him.
Name of caller:
Called to speak to:
Message:
LGA Computers

Unit 7
Student A: You are a customer calling customer Student B: You are a customer relations clerk. Ask
relations with a complaint. The questions to fill in the customer complaint
headphones you bought are faulty. Use form. Then apologise to the customer and
the information in the receipt to answer suggest a suitable solution to the problem.
the customer relations clerk’s questions.
CUSTOMER COMPLAINT FORM
Invoice Number: 39320 Customer Name:
R. Jameson Duty Free Customer Number: K 2839
Date: 27/2/17 Invoice Number:
Time: 13:20 Product under Warranty: 3 Yes No
Item: Miko headphones £50 Where and When Purchased:
Method of Payment:
Mastercard 315 2009 5321 Customer’s Complaint:
Thank you for shopping at

R. Jameson Duty Free. Solutions:
correct the invoice and credit the customer
offer a price reduction
offer a discount for next order
replace the item
send a technician
Unit 8
Student A: You are the head of the sales and marketing department at Thompson’s Computer
Games. You would like a meeting with Mrs Keith, the manager. Talk to Mrs Keith’s
personal assistant to find a date and time that suit both of you. If a particular time
or date isn’t convenient, tell Student B why. Use the diary below.
Monday Tuesday Wednesday Thursday
4th May 5th May 6th May 7th May
10.00 am-1.00 pm: Conference in Brighton Morning free Morning free

meeting with designers (all day)
Afternoon: free Conference in Brighton 2.00 pm-6.00 pm: Leaving for

(all day) sales meeting Glasgow
Student B: Y
ou are the personal assistant of Mrs Keith, the manager of Thompson’s Computer Games.
Find a date and time for the head of sales and marketing to meet with Mrs Keith.
If a particular time or date isn’t convenient, tell Student A why. Use the diary below.
Monday Tuesday Wednesday Thursday
4th May 5th May 6th May 7th May
9.00 am-12.00 pm: 9.00 am-12.00 pm:

10.00 am-1.00 pm:
meeting with accounts Free interviewing job
managers’ meeting
department candidates
2.00 pm-4.00 pm:

2.00 pm-7.00 pm:
Free meeting with Free
meeting customers
programmers

Unit 9
Student A: You are a customer comparing Student B: You are a sales assistant helping a customer to
a budget smartphone and decide between a budget smartphone and a more
a more expensive model. Ask expensive model. Answer Student A’s questions.
the sales assistant for help. Use the chart below.
Relate to the following points:
MiPHONES P7 NEVO F300
price
features Price €540 €120
camera Features latest features basic features (enough
battery life for everyday use)
Camera 16 megapixels 8 megapixels
Battery Life 14 hours and 8 hours and
Test 47 minutes 35 minutes
Unit 10
Student A: You are interested in going to the International Technology Exhibition in Frankfurt. Ask Student B
questions to complete the missing information about the exhibition. Then give instructions to help
Student B’s Internet search.
Exhibitors:
Location:
Dates:
Entrance fee:
Transport:

Student B: You are going to the International Technology Exhibition in Frankfurt. Answer Student A’s questions
according to the advert below. Then ask Student A which keywords to use to search for the following
information on the Internet and write the keywords.
1. Information about exhibitors at the exhibition:
2. The address where the exhibition is taking place:
3. The cheapest flight to Frankfurt on those dates:
4. How to get from the airport to the exhibition:
5. The entrance fee in pounds:
REPRESENTING THE BIGGEST AND BEST

INTERNATIONAL COMPUTER COMPANIES INTERNATIONAL
at Congress Centre Messe Frankfurt
16–20 June TECHNOLOGY
Entrance fee: €50 per day
EXHIBITION
Close to s-Bahn train station
Tram lines 16 and 17
Free shuttle bus from the airport every 15 minutes

Unit 11
Student A: You need some new software for your Student B: You are a software developer. Get
company. Tell the software developer information from your client about
what kind of company you've got and his / her company. Then answer all the
what you need the software to do. Then questions the client asks.
ask questions.
My company sells . The company sells .
I need the software to . The company needs the software to

You want to know: .
Try a demo? For how long?
Price of the software
Add-on modules
Difficulty – changes from previous program
Support or maintenance
Unit 12
Student A: You are a marketing manager commenting to a designer about the first draft of a poster. Tell the
designer what changes you would like:
logo to stand out more • contrast background with main image
more focus on main image • font size
size of main image
Then ask when it will be ready.
Student B: You are a designer. Give suggestions about how to make the changes. Give a day and time
when the draft will be ready.
Unit 13
Student A: You are a technician speaking to a client. Ask questions to complete the Client File on the database
below. Use the information Student B gives you.
CLIENT INFORMATION:
Client: B & J Car Repairs Address:

Account type: business Phone: 0345 67433
BILLING INFORMATION:
Title: Address:
First Name: CONTACT PERSON FOR QUOTES:
Surname: Title: Full Name:
COMMENTS: Job: Installation of new computers: Wednesday, 8th January, 2.00 pm

Delivery date for additional equipment: Friday, 10th January
Student B: You are a client speaking to a technician. Answer Student A’s questions according to the
information below. Then ask about dates for a future job and delivery.
B & J CAR REPAIRS PURCHASING DEPARTMENT:
Address: 95 Devon Street, Boston Accountant: Emily Brand Full Name: Sam Floss
Phone: 0345 67433 Address: 14 Rose Street, Boston Phone: 0345 67902

Unit 15
Student A: You are a support technician helping Student B: You are a caller trying to install an
a caller install an operating system. Ask operating system. Answer the support
questions and give instructions according technician’s questions. Record the
to the chart below. Record what the caller tecnnician’s instructions.
says.
Technician's instructions:
1. download on DVD / USB
2. backup
3. free space
4. version: 32-bit / 64-bit
5. restart
Unit 16
Student A: You are a customer service rep. Listen to Student B: Y
ou are a customer and you’ve got
the customer’s problems and answer some questions about gaming. Call
his / her questions. Follow the flow chart the customer service rep and ask your
and act out the conversation. questions. Follow the flow chart and act
out the conversation.
Student A: Introduce yourself and Student A: Introduce yourself
ask how you may help. and ask how you may help.
Student B: Introduce yourself and tell the rep Student B: Introduce yourself and tell the
about your problem – characters not moving rep about your problem – characters not
fast enough on virtual reality games. moving fast enough on virtual reality games.
Student A: Explain about the graphics card Student A: Explain about the graphics card
and Windows. and Windows.
Student B: Ask about moving from one Student B: Ask about moving from
environment to another. one environment to another.
Student A: Tell the client about the Student A: Tell the client about the QR
QR scanner in your software. scanner in your software.
Student B: Ask which accessories Student B: Ask which accessories

are needed. are needed.
Student A: Answer the client. Student A: Answer the client.
Student B: Ask what you

should do if you need more Student B: Ask what you should
information. do if you need more information.
Student A: Tell the customer Student A: Tell the customer

about your website. about your website.

Unit 18
Student A: You are having security problems. Tell the security advisor your problems and ask for solutions.
Use the information below. Then add your partner’s solutions.
Problems Solutions
• network not secure •
• security breach •
• inability to access programs •
Anti-virus software: new

Last update: 6 weeks ago
Firewall: yes
Student B: A customer is having security problems. He / She needs your advice. Use the information below to
ask questions and to make suggestions.
Problems Solutions
• • install VPN
• • update software
• • check firewall settings
Anti-virus software:
Last update:
Firewall:

Unit 19
Student A: You are the Director of Human Resources. You are interviewing a candidate for a job as a helpdesk
technician. Ask questions to complete the form below. Then answer Student B’s questions about
work conditions.
Job Information
Position: helpdesk technician
Mason’s Computer Sales and Services Hours: Shift work 08:00-15:00 or 15:00-22.00
INTERVIEW FORM Starting salary: £18,300 per annum
Job title: Shop Floor Manager Holiday leave: 20 days a year

Paid sick leave: 14 days a year
Name:
Address:
Telephone:
E-mail:
Education: secondary school university vocational
Skills:
Languages:
Work experience:
Required salary:
Working hours: have to be flexible with time for shift work
Suitability for position: applicant must be reliable, organised and professional
Student B: Complete the form with your personal information to

answer Student A’s questions. Then ask Student A
questions to complete the job information.
Job Information
Position: helpdesk technician
Hours:
Mason’s Computer Sales and Services
Starting salary:
PERSONAL INFORMATION
Holiday leave:
Paid sick leave:
Name:
Address: Address:
Telephone:
E-mail:
Education: secondary school university vocational
Skills:
HTML, MS Office, Java Script
Languages: English (advanced) and German (basic)
Work experience: three years in the IT department of Wessex Community College
Required salary: minimum £18,000 per annum
Working hours: able to be flexible
Characteristics required for position:

Additional Writing Tasks
121
Name:
1 An e-mail introducing a new employee

Write an e-mail introducing a new employee.
Include:
a reminder to the staff that a new employee will be joining the company next month
the employee’s name and position in the company
his / her background and relevant experience
a friendly greeting
To:
From:
Subject:
Useful Language
As you know, …
He / She is the new …
He / She will be working as a …
His / Her previous job / position was …
He / She used to work …
He / She will be responsible for …
He / She will be in charge of …
We’re looking forward to working with him / her.
We wish him / her much success in the company.
We’re pleased to have him / her join the company.

Name:
2 An e-mail requesting a quote

Write an e-mail to a supplier requesting a quote for at least four items.
Include:
your request for a quote
a list of the items to be included in the quote
any additional requirements you have
To:
From:
Subject:
Useful Language
We require a quote for …

Could you please ... ?
Our payment terms are …
Delivery must be no later than …
The goods must arrive by …
It’s very important that …
Please make sure that …
Yours faithfully,

Name:
3 An e-mail providing ordering instructions

Write an e-mail to the warehouse manager, providing inventory information for computer
hardware and peripherals and instructions for ordering at least four items.
Include:
information from your inventory
an explanation of why you think certain items should / should not be reordered
a list of which items and quantities are required
an urgent request for one item
To:
From:
Subject:
Useful Language
Please see the attached ...

As you can see, ...
We’re overstocked with ...
We haven’t got any ...
We’ve run out of ...
Please reorder ...
Would you ... ?
Many thanks ...

Name:
4 A reply to a quote request

Write an e-mail replying to a request for a quote from a computer accessories supplier.
Include:
an acknowledgement of the request
a list of items and the price quote
relevant information regarding discount (if any), terms of payment and conditions
of delivery
an expression of desire to do business in future
To:
From:
Subject:
Useful Language
Thank you for your recent request regarding prices for …

Regarding your recent request for a quote, please find prices for
our products below: …
As a new customer / a valued client, we are happy to offer you …
We can accept the payment terms outlined in your request of …
The earliest delivery date possible is … , provided you confirm
your order.
We would be happy to assist you in any other way.
We look forward to receiving your order / doing business with you.

Name:
5 An e-mail providing directions to a meeting

Write an e-mail with directions for a new employee in the IT department of a company.
Include:
confirmation of the starting date and time
an explanation of how to get there
instructions regarding what to do when he / she arrives
To:
From:
Subject:
Useful Language
I’d like to confirm you start work on … at …

Our address is …
Our building is near the / next to the …
Our department is on the … floor.
It’s on your left / right when you walk
into the building / out of the lift.
Go straight …
When you arrive, please report to Mr / Mrs …
If you have any problems, ask for …
You can contact me on telephone extension …

Name:
6 A message for an employee in a software company

Write a message for an employee in a software company.
Include:
the name of the person that the message is for, the time and the name of the caller
why he / she had to leave the message
the problem
the required action
the caller’s phone number
the name of the person who took the message
Message to: Message from:
Time:
Useful Language
… called this morning but …

He / She has got a problem with …
He / She needs …
He / She would like you to …
His / Her telephone number is …

Name:
7 A letter of complaint
Write a letter of complaint about some goods that your company ordered.
Include:
the reason(s) for your complaint
how you expect the company to solve the problem
Useful Language
We asked for …
Unfortunately, you only sent …
I regret to inform you that …
The … was missing / arrived late / is faulty.
There was a mistake with the …
You have overcharged me for …
I would like you to …
I hope you will find an acceptable solution
to this problem.
I look forward to hearing from you soon.

Name:
7 A response to a letter of complaint

Write a response to a letter of complaint.
Include:
confirmation that you received the letter
an apology for the customer’s inconvenience
information about how you are handling the problem
an assurance that this will not happen again
Useful Language
Thank you for your letter of …

We regret the inconvenience that was caused.
We will replace the …
We will exchange the …
We assure you that this will not happen again.
We look forward to working with you in the future.

Name:
8 An e-mail about a meeting

Write an e-mail telling your staff about a meeting in your office.
Include:
the topic of the meeting
the time and place of the meeting
a request for all the recipients to reply
To:
From:
Subject:
Useful Language
I have scheduled a meeting to present /

discuss ...
The ... meeting will take place
on ... / from ... till ... at / in ...
Please confirm your participation.
Please let me know if there are any problems.

Name:
9 A product description
Write a product description for a smartphone that a shop has got on sale.
Include:
an introduction to the smartphone with positive comments
its basic features
its special features
the kind of person who should buy this phone
the special offer the shop is giving
Useful Language
The … is one of the best smartphones on the

market today.
Included in its basic features are …
The best thing about this smartphone is …
This smartphone can …
… is / are included in the price.
It’s more / less expensive than …
Other phones aren’t as …
This phone is ideal for …
This week, we are offering …

Name:
11 An e-mail requesting information about software

Write an e-mail requesting information about software for a sales and marketing department.
Include:
the subject
your requirements
a question about the cost
a question about upgrades
a question about support
To:
From:
Subject:
Useful Language
We’d like a software program for …

We’d like the program to …
It is important for the program to be …
What is the cost of ... ?
What support … ?

Name:
12 An e-mail commenting on an image

Write an e-mail to a website designer with comments about the home page of your new website.
Include:
a general request for changes
a comment about the font
a comment about the images
emphasis on certain elements
To:
From:
Subject:
Useful Language
I’m afraid there’s a problem with …

Please can you … ?
We need to …
Do you think you could … ?
The … isn’t … enough.
If you need more information, please …

Name:
13 An e-mail to a database designer requesting a database

Write an e-mail to a database designer with a request for a new database for your company’s
human resources department.
Include:
a general request for a new database for your human resources department
specifications regarding what personal information about your employees to include
information regarding working conditions to include (position / salary / experience)
any additional requirements
a request for a meeting
To:
From:
Subject:
Useful Language
The brief for … is as follows.

The database must include …
We should be able to …
It must enable us to …
We also require a function that …
If anything is unclear, you can reach me at …
I’d like us to meet in order to discuss …

Name:
14 An e-mail with network recommendations

Write an e-mail with recommendations for a business network.
Include:
the type of network you recommend
the number of workstations and printers that can use the network
the security needed
any other recommendations you think necessary
a topology diagram attached
To:
From:
Subject:
Useful Language
I would like to recommend …

You can have a maximum of …
It is important to have …
I would advise you to …
Please find attached a topology diagram.

Name:
16 A review of an augmented reality video game
Write a review of an augmented reality video game.

Include:
the name of the game
the type of game
the objectives
the type of equipment needed
the advantages / disadvantages of the game (price, user-friendly, etc.)
a recommendation
Useful Language
… is an amazing game.
The objective of the game is to …
In order to play it, you must have …
The main advantage of this game is that it is …
One main disadvantage is …
I like / don’t like this game because …
In my opinion, it’s a / an … game.

Name:
17 An e-mail giving a proposal for a website

Write an e-mail from a website hosting company giving a proposal for a website.
Include:
promise of a high SEO
possibility of incorporating social media
information about placing a trust logo
specifications regarding a payment gateway
To:
From:
Subject:
Useful Language
We will create …
We will increase your website traffic by …
We assure you that …
We guarantee to …
Your customers will be able to …
All customer information will …

Name:
18 An e-mail regarding network security

You are the manager of an IT department. Write an e-mail to a member of your team and give instructions
regarding network security.
Include:
the need to reassess security
a request to check vendors for installing a new program
the need to implement password protection to the router
the importance of using multi-factor authentication for employees
To:
From:
Subject:
Useful Language
As a result of last week’s cyberattack, we

have to …
In order to provide better security, we must …
I’d like you to …
In addition, please make sure that …
Could you also please … ?
If you have any questions, you can …

Name:
19 An e-mail requesting information about a job

Write an e-mail requesting more information after seeing an advertisement for an IT job position.
Include:
`clarification of the job you are interested in
a request for specific additional information
details about your suitability for the position
To:
From:
Subject:
Useful Language
I am writing in response to the advertisement

for a / an …
I saw the position of … advertised in …
I have … years of experience in …
I would be suitable for this position because …
I would be grateful if you could answer the
following questions.
Does the job involve … ?
What work responsibilities would I have?
How much holiday leave / overtime … ?
Do you require … ?
I look forward to hearing from you soon.

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TEACHER’S RESOURCE BOOK

Burlington Professional Modules

COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books appears.

Student’s Book Answer Key 6

Workbook Answer Key 31

Tests with Answer Key 51

Additional Speaking Tasks 111

Additional Writing Tasks 121

Using the Student’s Book

Using the Workbook

Using the Teacher’s Resource Book

page 5 5 1. troubleshoot 4. assemble

6 1. Data 3. Hardware 7 1. design a webpage

6 COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books

COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books 7

A: And what about the arrow keys?

8 COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books

7 1. c 2. a 3. e 4. b 5. g 6. d 7. f B: Yes, I need 10 keyboards.

COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books 9

Troubleshooting, page 20 A: Hello, helpdesk. How may I help you today?

10 COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books

COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books 11

2 1. tech 5 1. IT maintenance department

12 COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books

3. customer Jeff: Hello, Amy? It’s Jeff here. We’re trying to

1. 26th May 4. Palace

Rescheduling Meetings, page 34 page 37

14 COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books

Smartphone Apps, page 38

COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books 15

6 1. The browser is the software used to find

16 COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books

1 1. Application software and system software page 49

COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books 17

5 1. landscape 5. columns 2 1. graphic designer 5. graphic designer

Jane: I need to find the Manager’s Meeting page 51

18 COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books

5 1. bar chart 4. line graph Databases, page 54

3. cell 7. Clear page 55

COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books 19

5 1. e 2. c 3. d 4. b 5. a Network Equipment, page 58

7 Sentences 1, 2, 3, 4 and 6 are correct.

20 COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books

page 61 Installing an Operating System, page 62

3. Not possible to make changes 3

4. Many programs available 3

5. Free online support 3

6. Used by Google, Facebook and Twitter 3

COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books 21

page 65 Bill: It’s like a pocket-sized laptop.

22 COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books

Did you find the payment process safe and

COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books 23

9 Possible answers Yes, it’s a scam. We’ve received a number

24 COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books

COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books 25

Male: Y es, that’s why I can only work part-time at

26 COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books

2 1. reliable suppliers of computer parts A letter of complaint

COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books 27

11 3. 30-40 workstations and 10 printers

28 COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books

COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books 29

COMPUTING & INFORMATION TECHNOLOGY Photocopiable © B Burlington Books 31

3. customer Jeff: Hello, Amy? It’s Jeff here. We’re trying to

6 1. The browser is the software used to find

Jane: I need to find the Manager’s Meeting page 51

Male: Y es, that’s why I can only work part-time at

11 3. 30-40 workstations and 10 printers

12 2. If you divide twenty by five, you get four.

8 1. Has … gone 10 1. Did people use to take photos with digital