Listening to a help call: details and True / False
A help call has a clear order: the problem, the checks and the result. Before you listen, read the statements and underline the key words. While you listen, note the problem, each step that the technician suggests and the result. True or false statements often change one small word, such as five and fifteen, or the cable and the screen. Do not decide from one word; decide from the whole sentence. When you role-play a call, the caller can say: I’m calling because …, The machine shows … and It is urgent, because … . The technician can say: Let’s troubleshoot it, Is the … plugged in?, Have you tried restarting …? and Let me know if it works. Keep both parts polite. Do not use the name of any company or brand. Your book has a listening on pages 27 and 28; use the same steps.
| Step | What to say or do |
|---|---|
| Describe the problem | The scanner says that it is offline. |
| Check the simple things first | Is the cable plugged in firmly? |
| Try the next step | Install the update and restart the computer. |
| Confirm the result | The scanner is online and it works. |
Technical support: Technical support, good morning. How can I help? Huda: Hello, I am Huda from the school library. The scanner says that it is offline, and I need to scan the exam timetable before noon. Technical support: Don’t worry, we can troubleshoot it together. First, is the cable plugged in firmly? Huda: The cable looks loose at the back. I am pushing it in now. It is connected, but the computer still says offline. Technical support: Then the software may be old. Is there a message about an update? Huda: Yes, there is a message that says update available. Technical support: Please install it and restart the computer. It takes about five minutes. Huda: Done! The scanner is online, and I can see the timetable. Technical support: Great. If it happens again, check the cable first.
Role-play. Work with a grown-up. One is a caller whose class laptop is offline and one is a technician. Use at least three phrases from the lesson and give an order of steps with first and then. Do not use a brand name.