2 English for Information Technology A2-B1 Vocational English Teacher’s Book

 

Diagnosis 

Speaking  

1

  Students look at two photos and discuss what  

is happening. Then they discuss any personal 

experiences they may have of calling a help 

desk.  

1   Students’ answers will vary, but the man is 

    probably calling the help desk about a  

    problem with his computer. The woman is 

    answering the phone in a call centre. 

2   Students’ own answers  

 

 

IT solutions 

8 

 

 

 

68 

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Vocabulary 

2

  Ask students to look at the form and explain that 

it is a form that might appear on an operator’s 

screen in a call centre. The form is for recording 

details of the caller, the problem and the action 

taken. In pairs, students use context to match 

words from the form to the definitions given.