VOCABULARY UNIT 7

 DEPARTMENTS

accounst deparment - departamento de cuentas

customer relations department - departamento de relaciones con el cliente

human resources department - departamento de recursos humanos

IT maintenance department - departamento de mantenimineto informatico

sales and marketing department - departamento de ventas y marketing

CUSTOMER SERVICE

charge - cargar

complaint - queja

customer number - numero cliente

damaged - dañado

discuss it - discutirlo

enquiry - consulta

get back to you - te vuelve a ti

hold the line - aguantar en la linea

opening times - horarios de apertura 

overcharge - sobrecargado

quote - presupuesta

satisfied - satisfecho

shipping date - fecha de envio

COMPLAINTS

assist - asistir

at our expense - a nuestra costa

check my records - revisar mis registros

compensation - compensacion

credited our account - revisar mis registros

defect - defecto

doesn't fit - no encaja

error - error

faulty part - pieza defectuosa

losing business - perdiendo negocios

lost in the post - perdido por el camino

make a claim - hacer un reclamo

making noise - hacer ruido

missing a part - perder una parte

refund (n) - reenbolso

refuse - negarse

return - volver

suggest - sugerir

the wrong item - el objecto equivocado

under warranty - bajo garantia

Extra!

broken - roto

customer satisfaction- satisfaccion del cliente

disappointed - decepcionado

displeased - disgustado

dissatisfaction - insatisfecho

feedback - reseña

file a lawsuit - archivar

financial director - director financiero

inappropiate - inapropiado

lose business - perder negocios

managing director - director general

research and development department - departamento de busqueda y desenvolupamiento

treatment - tratar

UNIT 6 5-8 page 27

5)

1-I'm afraid Mrs Philips isn't in the office. She's out of twon at an IT conference

2-I'm sorry, but Miss Lyons is busy. She's in a meeting with the software developers. As soon as they finish, I'll tell her you phoned

3-I'm afraid Mr Brown isn't here. He's on holiday in the Alps for two weeks. He'll be back on the 20th

4-Just a moment, I'll get a pen and take down your full name and mobile number

5-I'm sorry we got cut off earlier. My battery ran out

6-Just a moment. I'll see if Mr Jeffries is in his office or out on-site - please don't hung up

7-I'll see if Miss Hart can take your call. Can you please wait a moment while I take a message

8-Mrs Banks isn't on-site today - can I take a mesage

9-Could I leave a message fot Tony? Please tell him I'll be out this afternoon testing the new software at the sports centre

6)

1-When someone is speaking on the phone, it means their line is busy

2-How do you spell that - is it J-U-D-Y or J-U-D-I

3-I'm sorry to interrupt your meeting, but you have a call from your daughter. She says it's important

4-Mrs Rose isn't at her desk;she's out of the office

5-Mr Davies is busy at the moment. Shall I ask him to return your call later tday?

7)

1-Unavailable, can't be contacted

2Transfer, pass a call on to someone else

3-Deal witth, take action to do something

4-Urgent, needs immediate attention

5-Expect, believe that someone or something will arrive soon

8)

1-in a meeting

2-left

3-urgent

4-deal with

5-return

Unit 6 ex 5-8 page 25

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

1-Her presentation was very professional. She did a good job

2-The shop must be  closed. There's no reply

3-I will be careful when I input the data.

4-She must be busy. The line is engaged

5-There's a caller on the phone waiting to speak to you

6-Can you please speak up? I can't hear you very well

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

1-Sorry, what did you say? Can you repeat that, please?

2-Your mother rang an hour ago - you need to contact her immediately

3-One moment, please, I'll put you trough to Mr Wright now

4-This is not St Ann's Hospital. You've got the wrong number

5-To dial a number aboard, put an 01 before the number

6-From Monday, my new extension number will be 8015

7-When you answer a phone call, state the name of the company

7)Listen and repeat the words in colour. The words in coloura are in the wrong sentences. Write the sentences correctly in your notebook

1-I need to speak to Betty as soon as possible

2-Can you ask Mrs Ford to ring back tomorrow? I'm to busy to talk to her today

3-I've got a client on the line who wants to speak to the manager

4-Try to avoid speaking too loudly on the phone

5-Can you remind Mr Burns to prepare the invoice for Dell's Computer Shop?

8)Match A to B

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

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

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

4-They've tried to contact you several times. So call them as soon as possible

5-Before you dial the number, press 9 for an outside line

VOCABULARY UNIT 6

 PHONE CALLS

as soon as possible-lo mas pronto posible

avoid-evitar

be careful-ir con cuidado

caller-persona que llama

contact-contacto

dial a number-marcar un número

engaged-linea ocupada

extension number-número de extensión

no reply-ninguna respuesta

on the line-en la linea

professional-profesional

put you through-pasar la llamada

remind-recordar

repeat-repetir

ring back-volver a llamar

speak up-hablar alto

state-estado

wrong number-numero equivocado

ANSWERING CALLS AND TAKING MESSAGES

cut off-cortar

deal with-tratar con

expect-esperar

hang up-colgar

in a meeting-en una reunión

interrupt-interrumpir

leave a message-dejar un mensaje

line is busy-linea ocupada

on holiday-de vacaciones

out of the office-fuera de la oficina

out of town-fuera de la ciudad

put you on hold-ponerte en espera

return your call-dovolver tu llamada

spell that-deletrear eso

take a message-cojer un mensaje

take down-tomar nota

unavailable-desabilitado

urgent-urgente

EXTRA!

bad connection-mala conexión

call back-llamar de vuelta

calling on behalf of-llamando en nombre de

clearly-claramente

end a conversation-acabar una conversación

get trough-atravesar

interference-interferencia

line is freela línea es gratis

offer assistance-ofrecer aistencia

speak a little more slowly-hablar un poco mas lento

take a call-cojer una llamada

voicemail-mensaje de voz

Would you mind...?-¿Te importaría?

Unit 5 Ex. 5-8 Pag. 23

 5)

1-I'ts important to follow instruccions whe you assemble a computer. That way, you won't make any mistakes

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

3-You need to install anti-virus software to protect the system

4-Invent a new password with 10 letters and numbers

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

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

6)

1- When I work of-site, I have to drive to different places

2-Let's use the lift. The meeting is on the 30th floor

3-The keys are ready for you to collect from the hotel reception

4-Pay for your car parking at the exit when you leave

7)

1-post office

2-train station

3-library

4-sports centre

5-factory

6-airport

7-department store

8-shopping centre

8)

a-Go straight

b-Turn right

c-Room 333 is at the end of the corridor

d-Turn left

e-Room 333 is on your left

f-Room 333 is on your right

g-Room 333 is opposite the toilet

9)

1-You need to run a virus scan

2-My office is at the end of the corridor

3-The office building is on your left

4-I'll meet you outside the sport centre

5-Mys sister works at the post office

6-The library is next to the train station

7-Just insert the disc and follow the instruccions

8-At the end of the day, make sure you did a backup

Unit 5 Ex 5-8 Pag. 21

 5)

1-You use the power button to switch the computer on

2-You see the volume control to turn the sound up or down

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

4-Go to the control panel and click on the sound icon, then click on internal speaker

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

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

6)

1-You have to press and hold the Control key and P to print

2-To restart the computer, try pressing the power button again

3-Before you open the computer case, make sure to switch off the power supply

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

5-The graphics card is broken. You'll have to replace it

7)

1-You should log off your e-mail account when you're finished

2-My computer went for repair and now I must reinstall some programs

3-Now, the fan isn't working. I have to reopen the case

4-Check the cable and then reconnect the mouse to the keyboard

5-At the end of the week, please shut down all the computers in the office

8)

1-The reason you can't hera anything is because you have selected the mute box

2-If you want the music louder, turn it up using the volume control

3-Before you close the file, make sure you save all the changes you have made

4-The monitor wasn't working, so we replaced it whit a new one

5-If you press and hold these three keys, you will be able to shut down the computer

Vocabulary Unit 5

 TROUBLESHOOTING

control panel-panel de control

loose connection-perder conexion

mute box-boton de silenciar

no signal message-sin señal de mensaje

power button-boten de encender

volume control-control de volumen

VERBS

freeze-congelar

log off-desconectarse

make sure-asegurarse

press and hold-apretar ir mantener

reconnect-reconectar

reinstall-reinstalat

reopen-reabrir

replace-remplazar

restart-volver a empezar

shut down-apagar

TROUBLESHOOTING

anti-virus software-software anti virus

back up-respaldo

follow instruccions-seguir las instucciones

lose-perder

password-contraseña

recover-recuperar

PLACES AROUND TOWN

airport-aeropuerto

department store-grandes almacenes

entrance-entrada

exit-salida

factory-fabrica

ground floor-planta baja

library-llibreria

lift-elevar

off-site-fuera de la oficina

on-site-dentro de la oficina

post office-oficina de correos

reception-recepcion

shopping centre-centro de compra

sports centre-centro de deportes

staris-escaleras

train station-estacion de tren

DIRECTIONS

at the ned of the corridor-al final del pasillo

go straight-ves recto

on yout left/right-a tu izquierda/derecha

opposite-al contrario

turne left/right-gira a la izquierda/ derecha

EXTRA!

assist-assistir

at the traffic lights-en el semaforo

breakdwon-descomponer

corrupt files-archivos corruptos

cross the road-cruzar la calle

 debugging-depuracion

diagnose-diagnostico

maintenance-mantenimiento

manual-manual

performance-actuacion

problem solving-resolucion de problemas

recovery-recuperacion

reset-reiniciar

take the first left/right-toma la primera a la izquierda/derecha