Exercise 1: Look at the pictures and fill in the blank.

1. The washing machine is…………

2. The machine is……………so we

can’t work now.

3. The car door is………………

4. He is painting the …………… car.

1
 5. The manual is ……………
because it is too old.

6. The belt is too ………….to use.

7. We need to replace this ……………...

8.Be careful. The……………is cut.

Exercise 2: Complete the following sentences with a suitable word beginning with a
given letter.
Example: Sorry I’m late, may I c _ _ _ in please?
Answer: come.
1. There are some m_ _ _ _ _ _ tools and we have to buy the new ones.
2. My brother has used this knife to cut a piece of metal. Now it is c_ _ _ _ _ _.
3. The window panel has dropped so there’s b_ _ _ _ _ glass on the floor.
4. The goggle lenses are scratched so I need to r_ _ _ _ _ _ them.
5. I need to read the instruction but the machine m_ _ _ _ _ is torn.
6. There is a b_ _ _ box wrench on the floor. It is not straight.
7. You can see water on the floor. There must be a l_ _ _ _ _ _ pipe.

2
8. This machine is out of o_ _ _ _. It does not work so we can’t use it now.
9. The l_ _ _ _ _ of my safety glasses are scratched.
10. The lock is r_ _ _ _ because we have used it for a long time. There must be corrosion
on it.

PART 2: GRAMMAR
Exercise 1: Choose the correct answer.
1. The nut is too small for the bolt. It not (big enough/ enough big) for the bolt.
2. This screwdriver is (too short/ too long). This screwdriver is not long enough.
3. There (is/ has) a crack on the surface of the glass table.
4. The hose (is/ has) some cracks on it, so we need to fix some parts.
5. The wrench is (bend/ bent) because of the incident.
6. I can see the (chip/ chipped) scissors because I’ve just cut metal with them.
7. When I opened the door, I saw a (burn/ burnt) machine.
8. You can find the (scratch/ scratched) on the goggle lenses.

Exercise 2: Find and correct a mistake in each sentence.

1. There was (A) a scratched (B) on the glass workbench. We had (C) to replace them (D).
2. Moving parts (A) in engines (B) are wear (C) out much more (D) quickly than other parts.
3. What (A)’s wrong with (B) this part of (C) the device? It was break (D).
4. The pipe below (A) the tank was bend (B) because of (C) an accident (D).
5. The cover of (A) the plug is (B) now crack (C), so it is necessary to buy (D) a new one.
6. We should fix (A) the machine (B) right away because (C) it burns (D).
7. There has (A) a dent (B) on the board of the floor so (C) I have to fix (D) it.
8. The screwdriver is break (A), so (B) we should replace it (C) with a new one (D).
9. Can you see (A) the tore (B) booklet? Someone has torn (C) it into (D) pieces.
10. This screw is too big (A). It is not enough small (B) to fit in this part of (C) the machine
(D).

PART 3: LISTENING
Exercise 1: Listen to the conversation and fill in the blank with ONE WORD ONLY.
1. The woman is fixing the hose because it’s _________.
2. She’s not ___________ because it’s a very small_______. She’s fixing it instead.
3. She isn’t using tape because it’s not_________ enough.
4. She’s using a _______. It’s better.
Exercise 2: Listen to the conversation and answer the questions with NO MORE
THAN TWO WORDS.
1. Which part of the drill has a problem?
3
2. What does the woman advise the man to do?
3. What’s the problem with the socket?
4. What’s wrong with the extension lead?
5. What does the man worry about if he has to buy a new one?
PART 4: READING
Exercise 1: Read the following passage and answer the questions with ONE WORD/
NUMBER ONLY.
Hand tools include wrenches, hammered tools, pliers, cutters, striking tools, screwdrivers,
vises, drills, clamps, snips, saws, and knives. Garden forks, pruning shears, and rakes
also fall under the same category. All these hand tools can be easily found on online sites
such as Helton Tool and Home . Not-so-professional users may make some common
mistakes when using these hand tools. Have a look at few of these faults down below:
 Broken Handles. This common fault can hamper the efficiency of the device
 Dull and Blunt Blades- Sharp tools such as saws, knives, cutters, drills etc., are of
no use when they no longer have sharp edges.
Substituting one tool for another
A wrench cannot be used as pliers, nor can you use a saw for cutting fruits and
vegetables. Hence, it is advisable not to fill in the spaces just for the sake of it. Little
technical knowledge about the tools can save you from unwanted accidents.

1. How many types of hand tools are listed in the text?

2. According to the text, what could go wrong with the handle?
3. How should blades be to make tools work well?
4. Should you use a wrench instead when there are no pliers?
5. What can you avoid if you learn more about tools?
Exercise 2: Read the following email and complete the note using only ONE WORD/
NUMBER.

4
 Subject: URGENT Order No. 67389-NT

Hi Jack
The customer wasn’t happy about this shipment. It was delivered a
week late and she ordered 100 screwdrivers, but there were only 80 in
the box. Also, three screwdrivers were too big and five were too
short.
Please call me about this right away.
Jimmy

Note for Jack

Mail from: (1) ………….
Order number (2) ………….

Problems: - Delivery: (3)…………. days late

- (4) ………….screwdrivers were not delivered
- (5)…………./ 80 screwdrivers were of the wrong size
Action to take (6) ………..him

PART 5: SPEAKING
Activity 1: Conversation
Student A: You are an engineer. You have inspected the workshop tools and equipment.
There are some problems with these items. Tell your supervisor about the problems.

Item In the workshop Condition

Hammer Missing
Box wrench Missing
Screwdrivers V Bent
Pliers V Worn down
Screws V Wrong size/ too short
Bolts V Rusty

Student B: You are a supervisor. An engineer is reporting to you some problems with the
workshop items. Ask him/her about the problems and take note.

5
Item In the workshop Condition

6
Activity 2: Mono-talk
Yesterday you inspected the tools and equipment in your workshop. Look at the
checklist of inspection, and make a short talk to report the problems.
Item In the workshop Condition
Hammer Missing
Box wrench Missing
Screwdrivers V Bent
Pliers V Worn down
Screws V Wrong size/ too short
Bolts V Rusty

PART 6: WRITING
Exercise 1: Reorder the following words to make meaningful sentences.
1. is /What/ wrench/ the/with/ wrong/?/
2. The/ screwdriver/ socket/ is/ small/ too/./
3. no/ were/ There/ the/ in /pliers /toolbox/./
4. The/ are/ pumps/ and// missing/ hacksaws./
5. rusty /The/ are/,/ so/ new/ need/ to/ bolts and nut/ buy/ ones/ we/./
6. no/ The/ toolbox/ , /so/ we/ to/ some/ want /buy/ socket wrenches/ has/./
7. cracks/ There/ lenses/ on/ are/some/ goggle/ the/./
8. bolts/ Some/ because/ their/ the/ of/ exposure/ rain/ to/ rusty/ are/./

Exercise 2: Yesterday you inspected the tools and equipment in your workshop. Look
at the checklist of inspection, and write a short report.
Item In the workshop Condition
Hammer Missing
Box wrench Missing
Screwdrivers V Bent
Pliers V Worn down
Screws V Wrong size/ too short
Bolts V Rusty

7
Exercise 1: Match the words with their definitions.
1. attachment A. to think about something carefully to make a decision
2. refund B. to change something old or damaged
3. complain C. pleased
4. consider D. money that is paid back
5. satisfied E. a document that you send to somebody with an email
6. fault F. to say that you are annoyed, unhappy or not satisfied about
somebody/something
7. replace G. something that is wrong with a machine or system

Exercise 2: Complete the following sentences with the suitable words based on the
given clues.
Example: A m _ _ _ _ _ _ _ _ _ engineer studies and works with the physics and material
applications of tools and machines.
Answer: mechanical
1. The hammers were in the wrong size, so the engineer had to r _ _ _ _ _ them to the
hardware store.
2. I am writing to you to ask for a full r _ _ _ _ _of the defective hacksaws.
3. I sincerely a _ _ _ _ _ _ _ _ for our mistakes. We offer to give a 10% discount on your
next purchase.
4. I have a _ _ _ _ _ _ _ the photo of receipt with my complaint email.
5. Thank you for taking my complaint email into c _ _ _ _ _ _ _ _ _ _ _ _. I hope to hear
from you soon.
6. I’m calling you to make a c_ _ _ _ _ _ _ _ about the mobile phone I purchased last
week. It quickly runs out of battery.
7. They have not sent me a r_ _ _ _ _ _ _ _ _ _ for the faulty product. I am very upset with
their poor service.
8. After purchasing the tools, we came into an a _ _ _ _ _ _ _ _ of the delivery date.
9. We were s _ _ _ _ _ _ _ _ because the shop collected the faulty measuring tapes and
gave us a replacement.
10. The price of this cutting machine is quite r _ _ _ _ _ _ _ _ _. It’s not too expensive.
PART 2: GRAMMAR
8
Exercise 1: Write the correct forms of the words in the brackets.
Conversation 1
S= Sam, C= Customer
S: Good morning, Customer Service. How can I help you?
C: Yes, good morning. I wish (1). (complain) _______________ about the printer I bought
from you.
S: I’m sorry (2). (hear) _______________ that. What exactly is the problem?
C: The mill I bought doesn’t work.
S: Well, I do (3). (apologize) _______________for that. It must (4).(be) _______________
our fault.
Conversation 2
P= Pam, C= Customer.
P: Good morning, Customer Service. My name’s Linda. How can I help you?
C: Yes, good morning. I (5). (call) _______________to complain about the filing cabinet I
bought online from you.
P: Oh, I’m sorry (6). (hear) _______________ that. What’s the problem?
C: The doors are stuck. They have been stuck since I bought it last Sunday.
P: Well. I'm so sorry. We will send someone (7). (check) _______________ right away.

Exercise 2: Identify the error (A, B, C or D) in each sentence and write the correct
words/ phrases.
Example: He live (A) with his (B) parents near the (C) center of (D) the city.
Answer: A  lives
1. I’m sorry about the defective setsquares (A) you purchased (B) from us. This will (C)
never happened (D) again.
2. I would (A) like to complain (B) about the hacksaws I bought from your store.
3. I’m sorry to hear (C) that. Please tell me exactly what happen (D).
4. Well, I’m pleased tell (A) you that we will replace (B) the toolkit for you. You will receive it
at (C) the end of (D) the week.
5. I’m happy to say (A) that we’re going give (B) you a 10% discount off (C) your next (D)
purchase.
6. We are (A) very sorry for this inconvenience. We will send (B) someone check (C) the
mill right away.
7. That’s (D) good news.
8. I wish complain (A) about the new printer I bought (B) from you yesterday. It hasn’t
worked (C) since I received (D) it.
9. I call (A) to complain (B) about the ball peen hammers I purchased (C) from you five days
(D) ago.
9
10. I’m (A) sorry hear (B) that. We will solve (C) this problem (D) right away.
11. It (A) must to be (B) our fault. We will give (C) you a $5 discount (D) off the next
purchase.
12. Excuse me, there is (A) a problem with (B) the calipers (C) I buy (D) from you last
Friday.

10
PART 3: LISTENING
Exercise 1: Match six dialogues to six of the damaged articles.

Dialogue 1: Dialogue 2: Dialogue 3:

Dialogue 4: Dialogue 5: Dialogue 6:

Exercise 2: Listen to the conversation and answer each question with NO MORE
THAN THREE WORDS OR A NUMBER from the conversation.
1. What product is the customer complaining about?
2. What is the model of the product?
3. What is the order number?
4. What will be collected by the end of the week?
5. How much discount will the customer get off her next purchase?

11
PART 4: READING
Exercise 1: Read the passage and answer the questions with NO MORE THAN THREE
WORDS AND NUMBERS.
To: Customer Response (customer.care@hanley.co)
From: zelda22@hipmail.com

Subject: Faulty goods

Date: May 19, 2006

Dear Sir or Madam,
I found this address on the side of the packet of one of your products, so I hope this is the
correct address for complaints. If not, would you please forward this to the correct
address? I am emailing you because of a problem that I experienced with a Hanley
Electronics product. I have been using Hanley products for many years, and this was the
first time that I have had any trouble. I recently purchased the Hanley Magic Straight/
Wave Hair tongs from the online shopping mail on your website.
I had seen their advertisement on television and in various fashion magazines. The
problem is that even after waiting the recommended 5 minutes, the tongs did not really
seem to heat up. I waited a further 5 minutes, but they still didn’t get any hotter. Could you
tell me how I should go about this?
Please write me back or you can contact me on 16759226 during working hours or after
working hours on 93441789 to discuss this matter further.
Thank you for your time.
Yours faithfully,
Zelda Whitfield

1. What did Zelda Whitfield find on the side of the packet?

2. Is Zelda Whitfield a new customer or a regular customer?
3. Where did Zelda Whitfield buy the product from?
4. How long did Zelda Whitfield wait for the tongs to heat up?
5. What phone number can the manager call to contact the customer after working hours?

12
Exercise 2: Read the following text and fill in each blank of the summary with NO
MORE THAN THREE WORDS.
The Manager, Technik Ltd

Dear Sir or Madam

Hotspot washing machine: Receipt no. TT/893/08
I am writing to complain about the Hotspot washing machine that I ordered from your city
centre shop two weeks ago. The washing machine was delivered ten days ago, and it was
installed by your service staff on the same day. It worked when the service man switched it
on, but when I switched it on again the next day, there was a loud crash, and then the
machine stopped.
I called the service hotline, but there was no reply for two days. Finally, I sent an email to
customer services. The washing machine was taken away this morning, one week late. I
am not satisfied with the washing machine or the service from your company. All I want is
my money back or to have this product replaced with one that works properly.
I look forward to hearing from you.
Misha Williams

SUMMARY
Two weeks ago, Mr. Williams ordered a Hotspot washing machine from the (1)
___________. He received the product and had it installed by the staff (2) ___________. It
appeared (3) ___________ when he turned it on and then stopped working. After that he
phoned (4) ___________ to make a complaint but there was no answers. Although the
machine was collected, he felt dissatisfied with the company and he requested his (5)
___________ or a replacement.

PART 5: SPEAKING
Activity 1: Work in pair.
Student A: You are Decker. You have a problem with your last order. Call the store to
make a complaint.
Student B: You are Lucifer. You're working at a store. Answer the phone and deal with the
complaint from a customer.
Decker Lucifer
Name of customer Decker Morningstar
Order number 231074/25
Name of item 20 ball peen hammers
Model number 0204
Details of complaint Receive 20 sledge

13
 hammers
Offered solutions Send 20 ball peen hammers; collect
20 sledge hammers; 5% discount off
her next purchase
Customer response Accept

Activity 2: Tell your friend about a time when you made a complaint about a product.
Record what you say and check for errors later.
 What did you buy?
 Where and when did you buy it/them
 What was the problem?
 How did you complain about the problem? Did you call or go to the store to complain?
 How did they solve the problem? Were they helpful?
 How did you feel? Were you pleased with their solutions?

PART 6: WRITING

Exercise 1: Write full sentences using the given words.

1) I /writing/ complain/ the screwdrivers/ I bought/ your store/ 4B Tran Thai Tong Street/
June 23.
2) I/ attached/ photocopy/ my receipt/ proof of purchase.
3) Could/ you/ replace/ these scissors/as soon as/ possible?
4) I/ would like / $5 discount/ the next purchase.
5) You can call me/ +84 167 5922 904/ discuss this matter further.

Exercise 2: You ordered 20 ball peen hammers from a hardware store but they sent
you 20 sledge hammers. Write a complaint email to the shop. In your email, you
should:
 Explain the situation.
 Say what solution you would like the company to give.
 Attach photocopy of your receipt as proof of purchase.
 How to contact you.

14
Exercise 1: Match the safety equipment with their functions.
Safety equipment Functions
1. A protective mask a. protects ears against noise.
2. Safety shoes b. protects the body against welding work.
3. Ear protector c. provide protection to the eyes.
4. A protective apron d. avoids workers from falling.
5. Safety gloves e. protects the head from accidental injuries.
6. A safety helmet f. provide protection to the hands.
7. A safety belt g. protects workers from inhaling harmful air particles as dusts,
vapors, fumes, and gases.
8. Safety goggles h. protect the feet from accidental injuries.

Exercise 2: Complete each sentence with ONE suitable word. The first letter is given.
Example: A m _ _ _ _ _ _ _ _ _ engineer studies and works with the physics and material
applications of tools and machines.
Answer: mechanical
1. Wearing a pair of g _ _ _ _ _ protects your hands from electricity and heat.
2. A f_ _ _ m_ _ _ protects your face from dust and sparks.
3. A h_ _ _ _ _ protects your head from injuries.
4. You shouldn’t store the chemical near a fire because it is f_ _ _ _ _ _ _ _.
5. If you work in the painting shop, you should wear an a_ _ _ _ to keep your clothes neat
and tidy.
6. Don't t_ _ _ _ these hot engines without wearing gloves.
7. When you work in the workshop, following the s_ _ _ _ _ rules is compulsory.
8. Be careful. There is a lot of oil on the floor, so it is s_ _ _ _ _ _ _.
9. You must wear g_ _ _ _ _ _ to protect your eyes when you do the welding in the
workshop.
10. Don't touch that wire with a bare hand - It may cause an e_ _ _ _ _ _ _ s_ _ _ _!
PART 2: GRAMMAR

15
Exercise 1: Study the vocabulary. Then use the words in the box to complete the
safety instructions. Use some of the words more than once.
always don’t must mustn’t never

1. ….……………smoke in the garage.

2. ….……………wear safety goggles when you use the sander.
3. ….……………lift heavy weights alone by hand. Use a lift truck in the workshop.
4. ….……………wear trainers when you are working in the workshop. ….……………wear
safety boots.
5. You …….…………use a cylinder trolley when you move full or empty gas cylinders.
6. …….…………leave fuel containers in the workshop. ….……………put them in a locked
storeroom.
7. You …….…………use a welder without safety gloves and eye protection.
8. …….…………work on fuel tank which has fuel in it.
9. You …….…………lower a gearbox from inside a car without a scissor table.
10. …….………… use an engine hoist when you remove an engine.
Exercise 2: Change the sentences into passive or active.
1. You must wear a hard hat when working in the workshop.
….…………………………………………………………………
2. You might trap your hand into gears.
….…………………………………………………………………
3. You should wear an apron in the welding shop.
….…………………………………………………………………
4. The aisle must be kept clean and clear.
You ….……………………………………………………………
5. Broken switches and sockets must not be used.
You ….……………………………………………………………
6. You must never place metal ladders onto electric wires.
….…………………………………………………………………
Exercise 3: Identify the error (A, B, C or D) in each sentence and write the correct
words/ phrases.
Example: He work (A) with his (B) colleagues in an(C) automotive company in
center of (D) the city.
Answer: A: => works
1. You must wearing (A) hard hats (B) and safety (C) boots on (D) this site.
2. Wears (A) goggles and rubber gloves (B) when you have to (C) work (D) with chemicals.
3. Don’t touching (A) the machine with a (B) bare hand. You could get (C) an electric
shock (D).
16
4. A hard hat (A) must be wear (B) in the workshop to protect (C) your head from (D)
injuries.
5. Always keeping (A) your clothes (B) dry and keep the aisle clear to avoid (C) any
potential hazards (D).
6. These tools (A) should not made (B) of highly flammable (C) materials to avoid (D)
catching fire.
7. You should not standing (A) on the ground with bare feet in (B) the workshop. You could
be (C) seriously injured (D) by an electric shock.
8. You mustn’t (A) use goggles (B) when working (C) in the welding shop. It is (D)
compulsory.
9. The gear doesn’t (A) have a guard (B). Your hands might trap (C) in it (D).
10. You must being (A) careful. You might fall (B) because the (C) floor is (D) slippery.
PART 3: LISTENING
Exercise 1: Listen and match the warnings with the pictures.

1. ……..
2. ……..
3. ……..
4. ……..
5.……...
6. ……..

Task 2: Listen and write the warning number in the table.

Warning Possible result

You might burn your hands.
1 You could injure your head.
You might fall into the gap.
You could trip over the bricks.
You might trap your hand in the gears.
You could get an electric shock.

Exercise 2: Listen and complete the table with the equipment and the hazards
mentioned.

17
No Equipment Hazards
1 (1)….…………. (4) ….…………. could splash into eyes
2 (2)….…………. (5)….………….
3 (3)….…………. (6)….………….

18
PART 4: READING
Exercise 1: Read the passage and answer the questions with NO MORE THAN FIVE
WORDS.

1. In a building, who usually prepares the fire safety plan?

2. How often should evacuation drills take place?
3. What is the opposite adjective of “panic” in the text?
4. Who should you inform the place of the fire?
5. If possible, what should you shut up to control the fire?
6. How many warnings and guides are mentioned in the text?

19
Exercise 2: Read the text about “Safety Regulations” and complete the blanks with
ONE WORD from the text.
Safety Regulations
The entire staff must comply with and follow the regulations below while inside this
laboratory.
- While in the lab, staff must use and wear protective clothing (lab coasts, gloves, masks
and goggles) all the time, and should take them off only when they are leaving the lab.
- When you are leaving the lab, it is important to remove all protective gear and put it in the
bins marked “Protective Clothing”
- All containers (beakers, test tubes, vials) should be clearly labeled while in use and before
storage in cabinets, fridges or the cold room.
- To prevent spillage, all vessels should be transported using carts with the proper racks or
baskets. It is important to secure the lids before moving to prevent any leakage.
- If you should spill something, the procedure for proper cleaning is posted on your bench. If
the spill is too much for you to handle or you are unsure about how to clean it, call Mr. Lewis
at extension 368.
These rules are designed for your safety. If any worker fails to comply, a warning will be
issued and excessive warnings will lead to termination.

SUMMARY
The company posts this notice to inform employees of (1)……………. rules. Staff must
always use and wear (2) ……………. clothes at work. When you leave the lab, you must
remove all protective gear and put it in the (3) …………….. All containers should be labeled
clearly. When transporting vessels, you must use carts with suitable racks or baskets,
secure the lids to prevent any spillage or (4)……………. If you spill something, you must
follow the cleaning (5)…………….or call Mr. Lewis at extension 368. They are the rules for
your own safety.
PART 5: SPEAKING
Activity 1:
 Work in pairs.
 Determine who goes first.
 Each player rolls the dice in turn.
 On their turns, the players move their game pieces along the path according to the
number of spaces indicated by the dice.
 When players land on a space, they should read the phrase aloud.
 The players use modal verbs/ imperative/ or passive form to make instructions.
 No player is allowed to repeat something that has already been said.
 The game continues until one or all players reach the ‘Finish’ space.
20
Activity 2: Imagine you are the trainer for a group of new employees at a workshop.
Tell them some safety rules at work.
Useful phrases:
First, …….
Second, …….
Next, …….
Last, …….
For instance/example, …….
Because …….
As a result …….
PART 6: WRITING
Exercise 1: “What rules do they break?”. Write the rule for each situation as the
example.

21
Example: The men on the building site are not wearing their hard hats.
Rule: You must always ______________________________ on the building site.
Answer: You must always wear hard hats on the building site.
1. They’re smoking in the factory.
Rule: ____________________________________________________________.
2. People are using their mobile phones on the aeroplane.
Rule: ____________________________________________________________.
3. Someone is using a circular saw. He is not using the guard on the saw.
Rule: ____________________________________________________________.
4. The workers are not reading the manual before they open the computers.
Rule: ____________________________________________________________.
5. Look. Someone is running in the warehouse.
Rule: ____________________________________________________________.
6. A worker has lit a match near the petrol tanks.
Rule: ____________________________________________________________.
7. Someone has removed the fire extinguishers from the wall.
Rule: ____________________________________________________________.

Exercise 2: Imagine you are a staff at a workshop. Your manager ask you to write
some safety rules at work. Write a safety notice for the workshop. You can use some
of the following useful phrases:
First, …….
Second, …….
Next, …….
Last, …….
For instance/example, …….
Because …….
As a result …….

22
 REVISION 2
(UNIT 5 – UNIT 8)
PART 1: VOCABULARY
Complete the following sentences with a suitable word beginning with a given letter.
Example: Sorry I’m late, may I c _ _ _ in please?
Answer: come.
1. You need to d_ _ _ _ _ _ 30 percent of the total price and pay the rest when the items are
delivered.
2. Engineers have to read through the machine m_ _ _ _ _ to know how to use it.
3. Lazada.com, and Amazon.com are shopping websites that you can o_ _ _ _ tools and
equipment online.
4. G_ _ _ _ _ protect your hands from electricity and heat.
5. The workshop floor is d_ _ _ _ _ because I’ve just dropped the sledge hammer.
6. I am so happy with their service and c_ _ _ _ _ _ _ _ _ _ _ _ that I will continue buying their
product.
7. There's water on the kitchen floor - we must have a l_ _ _ _ _ _ pipe.
8. You must be careful. You might fall because the floor is s_ _ _ _ _ _ _.
9. The machine is b_ _ _ _ because there was a terrible fire in the factory last month.
10. Don't touch that socket with your bare hands - it's easy to get an e_ _ _ _ _ _ _ s_ _ _ _!
11. To have an overview of new Toyota car models, you can take a look at their c_ _ _ _ _ _ _
_.
12. After purchasing the product, we came into an a_ _ _ _ _ _ _ _ of the delivery date.
13. May I know the r_ _ _ _ _ _ _ _ number of the TV you bought?
14. I sincerely a _ _ _ _ _ _ _ _ for our mistakes. We offer to give a 20% discount on your next
purchase.
15. I’m calling you to make a c_ _ _ _ _ _ _ _ about the IPhone X I purchased last week. It
quickly runs out of battery.
16. This email is to c_ _ _ _ _ _that we've received your order and it will be processed as
quickly as possible.
17. They have not sent me a r_ _ _ _ _ _ _ _ _ _ for the faulty product. I am very unhappy with
their poor service.
18. When you work in the workshop, protect yourself by following s_ _ _ _ _ rules.
19. You must wear g_ _ _ _ _ _ to protect your eyes when you work in the welding shop.
20. The car panel is s_ _ _ _ _ _ _ _ after the accident, so I had to take it to the painting
workshop.

PART 2: GRAMMAR
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 Find and correct the mistake in each sentence. If you want to delete it, write X.
Example: He live(A) with his (B)parents near the (C) center of (D) the city.
Answer: A→ lives
1. How many (A) bolt (B) did she use to fasten parts (C) of the machine (D) together?
2. Rick ordered (A) ten three – centimetres (B) screws (C) on (D) the phone last week.
3. Ought to (A) you give me a 10 percent (B) discount if I order (C) more than forty items (D)?
4. I am sorry we haven’t (A) got any (B) clamp (C) left, but we will deliver (D) to you as soon as
possible.
5. Does it have (A) a six-month (B) guarantee? Yes, the guarantee is (C) for six month (D).
6. What’s (A) wrong with (B) the side of (C) the box? It was dent (D).
7. Someone bent (A) the pipe below (B) the tank. It (C) was bend (D).
8. Can you see (A) the tore (B) user manual? Someone tore (C) it into pieces (D).
9. We should fix (A) the hose of this (B) pump right away because (C) it damages (D).
10. We are (A) very sorry for this inconvenience. We will send (B) someone check (C) right
away. - That’s (D) good news
11. Excuse me, there is (A) a problem with (B) the torches (C) I buy (D) from you last Friday.
12. I’m sorry about the defective products (A) you purchased (B) from us. This will (C)
never happened (D) again.
13. A: I would (A) like to complain (B) about the saws I bought from you.
B: I’m sorry to hear (C) that. Please tell me exactly what happen (D).
14. Well, I’m pleased tell (A) you that we will replace (B) the mill for you. You will receive
it at (C) the end of (D) the week.
15. I’m happy to say (A) that we’re going give (B) you a 5% discount off (C) the next (D)
purchase.
16. Don’t touching (A) the machine with a (B) bare hand. You could get (C) an
electric shock (D).
17. A hard hat (A) must be wear (B) in the workshop to protect (C) your head from (D) injuries.
18. Always keeping (A) your clothes (B) dry and aisle clear to avoid (C) any
potential hazards (D)
19. These tools (A) should not made (B) of highly flammable (C) materials to avoid (D) catching
fire.
20. You should not standing (A) on the ground with bare feet in (B) the workshop.
You could be (C) seriously injured (D) by an electric shock.

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PART 3: LISTENING
Exercise 1: Listen to the first part of the conversation and complete the form below.
Write ONLY ONE WORD AND/OR A NUMBER for each answer.
Total Insurance Incident Report
Name Michael Alexander
Address 24 Manly Street, (1) _______ Sydney
Shipping agent (2) ________ Class Movers
Place of origin (Country) (3)________
Month of arrival (4) ________
Reference number (5) ________

Exercise 2: Listen and answer the questions with NO MORE THAN TWO WORDS.
1. What’s wrong with the pump?
________________________
2. What did he check first?
_______________________
3. What happens if Chas switch it off?
________________________
4. Who does Chas want Tom to send?
_________________________
5. How long does Chas have to wait?
________________________

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PART 4: READING
Task 1: Read the following email of complaint and fill in the report form below with
NO MORE THAN TWO WORDS AND/OR A NUMBER.
Dear Mr Peter Green,
I had bought a bandsaw model number SM389 from your store in Truong Chinh street on
September 10th with a twelve month warranty. I made a payment of $60 through i-Pay. On
opening the packed piece on delivery, I noticed that its blade was chipped.
I am returning the piece to your show-room along with a copy of my receipt.
I request your office to replace it with a new one.
Best regards,
Alex Johnson
Report form
Customer name (1) ________________
Complaint about (2) A ________________
Model number SM389
Date of purchase (3) ________________
Problems (4) A ________________ blade
Customer wish (5) ________________ it

Task 2: Read the following text and answer the following questions with NO MORE
THAN THREE WORDS.
5 BASIC SAFETY RULES FOR HAND TOOLS
Hand tools are a common part of our daily work lives. It is sometimes difficult to remember
that they may pose hazards while in use.
Hand tools are powered manually, and are not powered in some manner with electricity or
an internal combustion engine.
According to the Occupational Safety and Health Administration, there are five basic safety
rules that can help prevent hazards when using hand tools:
 Keep all tools in good condition with regular maintenance.
 Use the right tool for the job.
 Examine each tool for damage before use and do not use damaged tools.
 Operate tools according to the manufacturers’ instructions.
 Provide and use properly the right personal protective equipment.
The greatest hazards posed by hand tools result from improper maintenance and misuse.
When using saw blades, knives or other tools, be aware of the area around you and direct
the tools away from aisle areas and away from other employees who are working nearby.
Knives and scissors must be sharp. Dull tools can cause more hazards than sharp ones

26
because of the extra force exerted to use the tools and the possibility of the tools slipping
and stabbing while overused. Cracked saw blades must be removed from service.
Iron or steel hand tools may produce sparks that can be an ignition source around
flammable substances. Where this hazard exists, spark-resistant tools made of non-ferrous
materials should be used where flammable gases, highly volatile liquids, and other
explosive substances are stored or used.
Additionally, leaving hand tools on the ground or on a cutting area after use poses a hazard
for co-workers who step on, trip over or brush against the tool. To protect co-workers, store
tools after you have completed your task.
1. What can you avoid when following the five safety rules mentioned?
2. Where can you find the guideline for operating tools?
3. Which one is safer to use, a dull or sharp knife?
4. What material of hand tools could cause fire easily?
5. What should you do with hand tools after you have finished your work?

PART 5: SPEAKING
Task 1: Speaking cards
Student A: You are Mary Wilson, the customer calling to complain about a technical
problem.
Student B: You are David. You're working at a store. Answer the phone and deal with the
complaint.

Mary Wilson David

Order number JA0793-68

Name of items Box wrenches
Model number W850
Details of complaint Wrong size ( ordered
size 10 not 12)
Offered solutions Replace; free shipment for the next
purchase
Customer response Accept

Task 2: Mono-talk
 You are a technician who has just inspected your workshop.
27
 There are some problems with the tools and equipment.
 Look at the table and make a report to your manager.
.
Item In the workshop Condition
Wrenches Missing
Knife V Chipped
Bolt V Rusty
Screwdrivers V Bent
Goggles V scratched

PART 6: WRITING
Exercise 1: Reorder the following words to make meaningful sentences.
1. no/ were/ There/ the/ in /pliers /toolbox/./
________________________________________________
2. wrench/ to /The/, /so/ need/ we/ replace/ it/ is/ box/ bent/./
________________________________________________
3. cracks/ There/ lenses/ on/ are/some/ goggle/ the/./
________________________________________________
4. promptly /Thank/ me /for/ your /sending/ you/ so/brochures/./
________________________________________________
5. address/ these/ Please/ the/ send/ following/ items/ to/./
________________________________________________
6. you/I/ am writing/ about/ the wrench sets/ complain/I/ from/ bought/ to/./
________________________________________________
7. have / of purchase /attached/photocopy/a/of/my receipt/as proof / I/./
________________________________________________
8. looking/ forward/ I/ from you/ to hearing/ am/./
________________________________________________
9. site/ on/ always/ overalls/ You/ must/ wear/this/./
________________________________________________
10. at/ Safety/ all/ must/ boots/ be/ times/ worn/./
________________________________________________

Exercise 2: Choose one of the two options to write an email.

Option 1: Write an email based on the prompts given.
You are Sarah Marshall. Write an email to Harry Williams based on the information given.

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 Ordering 10 wrench sets- Part No 49509@ $25
20 hammers- Part No 59028 @$6.50
Delivery By October 10th
To: RM company, 24 Green Avenue, London, UK
Payment Cash on delivery

From: ___________________________________
To: ___________________________________
Subject: ___________________________________

Dear _______________,
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________________________________
______________________________________________
Yours sincerely,
______________

Option 2: You have bought a lathe machine from ABC Company and in a few days of
purchase, it has stopped working. You emailed Customer Service Department a week ago
but it has still not been repaired.
Write an email to the company. In your email:
- Explain the situation.
- Say what action you would like the company to take.
- Say how to contact you.

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