UNIT 3

USING VOICEMAIL

GETTING STARTED: VOCABULARY

USING VOICEMAIL

contact someone
cord
delete
dial a phone number
enter your access code
fast forward
listen to incoming calls
location
loud
loudspeaker
modify
off the hook
press this button
receiver
record an outgoing message
replay
retrieve
review
rewind
save
volume

Técnico Superior en Administración y Finanzas

Cesur Murcia Audiovisual

Curso 2022-2023
1
1. Read the e-mail. Then complete the sentences below.

To:
Subject:

To all employees,

We have got a new voicemail service and we want everyone to learn how to use it.

Over the next two weeks, Kim from the IT Department is going to call each of you to arrange a suitable time for a short training
session (about 15 minutes). She is going to show you how to retrieve, replay, save and delete messages. She is also going to
give you your own personal access number.

If there are any problems, please contact me.

Lucy Forbes
Head of IT

1) The employees don’t know how to use the voicemail service because it’s ………………………………………….. .
2) ………………………………………….. is going to teach them how to use the voicemail service.
3) The training sessions won’t be very ………………………………………….. .
4) They are going to learn how to save ………………………………………….. .
5) Each employee is going to get a personal................................................to use.
6) If employees have got any problems, they should ………………………………………….. .

2. A supervisor in IT (A) is showing an employee (B) 3. Practise the dialogue in Exercise 2 with a partner.
how to use the voicemail service. Complete the Pay attention to the underlined expressions.
dialogue with the words below. Then listen to the
dialogue and check your answers.
4. Read the dialogue in Exercise 2 again. Then read
the quotes below. Which number on the voicemail
office listen send number of course
system should each person press?
A: How do I check my incoming messages?
B: First, enter your access code. 1) “I want to save this message.” …..
A: I see. What’s my access code? 2) “I want to hear this message again right now.” …..
B: I’ll check and 1 it to you. 3) “I want to retrieve my messages.” …..
A: And what do I do after that? 4) “I don’t need this message anymore.” …..
B: Dial 151#. Then press 1 to retrieve and 2 5) “I want to fast forward to the last 30 seconds of the
to your messages. message.” …..
A: How do I replay messages?
B: Press 3 to replay messages, press 4 to save messages or 2
to delete messages.
A: Can I fast forward or rewind messages?
B: 3 . Press 7 to fast forward or 8 to
rewind.
A: When I’m not in the 4 , can I retrieve
my messages from any location?
B: Yes, you can. Simply dial our voicemail service 5
. It’s 773-411-1230. TIP!

# = hash
* = star / asterisk
150# = one-five-oh-hash
Técnico Superior en Administración y Finanzas 155# = one-double five-hash
Cesur Murcia Audiovisual
Curso 2022-2023
2
 WORKING WITH VOCABULARY

5. Listen and repeat the underlined words and phrases. 7. Listen and repeat the underlined words and
Then match A to B to form sentences. phrases. Then tick the logical sentences.
A 1) ….. You place the receiver on your ear and near your
1) You dial a phone number... mouth.
2) Press this button... 2) ….. A mobile phone has got a cord.
3) You can’t listen to a message... 3) ….. You can press a button to change the volume and
4) When you rewind a message... make it loud.
5) When you fast forward a message… 4) ….. The phone is of f the hook because the receiver is in
6) When you want to listen to incoming messages, ... the correct place.
5) ….. I’m going to put you on loudspeaker so everyone in
B the room can hear you.
a) ….. to record an outgoing message.
b) ….. after you delete it.
c) ….. you move it closer to its beginning.
d) ….. when you want to contact someone.
e) ….. you must enter your access code.
f) ….. you move it closer to its end.

6. Listen and repeat the underlined words. Then read

the sentences and write each word text to its definition
below.
YOUR TURN
1) Why did you save all these messages? Do you want to
listen to them again? Julie wants to record some outgoing messages on her
2) Can I retrieve voicemail messages from any location? voicemail. Tom from the IT Department is helping
3) Let’s replay the outgoing message, so we can review it.
her. Listen and choose the correct answers.
4) Did you modify the outgoing message after you listened
to it?
1) First of all, Julie enters her...
a. name
a) place:
b. access code
b) play again:
c. outgoing message
c) get:
d) change:
2) To record a daytime message, Julie needs to choose...
e) keep:
a. the number “1”
f) read or listen to carefully:
b. the number “2”
c. “daytime message”

3) Julie should press 3 … her message.

a. before she writes
b. when she begins recording
c. when she finishes recording

4) To modify her message after she reviews it, she should

press the number...
a. 4
b. 5
c. 9

5) If there is an emergency at night, the caller should … .

a. call back
Técnico Superior en Administración y Finanzas
b. press 9 or 5
Cesur Murcia Audiovisual
c. press 111
Curso 2022-2023
3
 USING THE INTRANET

GETTING STARTED: VOCABULARY

USING THE INTRANET

attachment icon
background italics
bold log in
bullet log out
column lower case letters
copy paragraph
cut password
desktop paste
double click reply
flow chart row
font underline
forward upper case letters
heading username

EXTRA!

alignment
flash (n)
headset
hold
increased security
indent
numbering
pause
redial
spacing
training session

Técnico Superior en Administración y Finanzas

Cesur Murcia Audiovisual
Curso 2022-2023
4
1. Read the memo. Then read the false sentences below and correct them by changing the underlined words and
phrases

To all employees,

Here are instructions for logging into the company intranet:

TO LOG IN:
1. Double click on the company icon on your desktop.
2. Enter your username and password.
Your password should include both letters and numbers. For increased security, you should include upper case and
lower case letters, numbers and symbols.

NOTES:
1. Never share your password with anyone, including other company employees.
2. Never access the Internet while you are using the company’s intranet.

For help with logging in, sending e-mails or using the intranet, call the IT Department and one of our four technicians will be
happy to assist you.

Kevin Jackson
TIP!
IT Department In everyday speech, upper
case letters are usually called
“capital letters”.

1) The topic of the memo is problems with the intranet.
2) Employees must click three times on the company icon to
log into the intranet.
3) Employees need a company icon to log into the intranet.
4) For increased security, this is a good password: 34AZL8.
5) You can share your password with your boss.
6) You can use the internet and the company intranet at the
same time.
2. Sandra (A) is asking Jackie (B) for help with an e-mail.
Listen to the dialogue and circle the correct answers.
A: Jackie, can you please 1 look at / read this e-mail? Is it OK in
your opinion?.
B: Sure. Well, Sandra, everything you have 2 written / done is
fine. The heading is big. The flow chart is clear. But I would
move this paragraph to the beginning.
A: OK. I’ll cut and paste it.
B: Also, I think you should bold the dates of the meetings.
They’re the most 3 interesting / important information in the
e-mail.
A: Good idea. Should I bold the 4 room / phone numbers too?
B: Yes. You can bold them or maybe you should underline
them.
A: What about the font? Is it big enough?
B: It’s fine.
A: Great. Thanks for your help. I’ll send the e-mail 5 now /
soon.
B: Look. You’ve already got a reply from Mr Taffet.
A: Let’s see. Oh, no! I forgot to send the attachment with the
e-mail.

Técnico Superior en Administración y Finanzas

Cesur Murcia Audiovisual
Curso 2022-2023
5
3. Practise the dialogue in Exercise 2 with a partner. Pay attention to the underlined expressions.

4. Read the dialogue in Exercise 2 again. Then tick the things that Jackie suggests doing.
1) ….. moving a paragraph to a different place
2) ….. bolding the dates of the meetings
3) ….. underlining the names of the people
4) ….. making the font of the e-mail bigger
5) ….. replying to Mr Taffet

WORKING WITH VOCABULARY

5. Listen and repeat the phrases in A. Then look at the 6. Listen and repeat the words in A. Then match the
pictures below and match A to B. words in A to their meanings in B.

paste upper case letters username bold cut A B

underline copy italics lower case letters
flower chart password 1) log in a) ….. style of alphabet letters
2) log out b) ….. go out, leave
3) font c) ….. press the button on the mouse twice
4) paragraph d) ….. a small picture
5) double click e) ….. a group of sentences on the same topic
6) icon f) ….. send on to someone else
7) reply g) ….. the working area of a computer screen
8) forward h) ….. answer
9) attachment i) ….. go into, access
10) desktop j) ….. another document sent with the main
document

7. Listen and repeat. Then look at the screen below and

write the correct letter next to each word.

1) ….. background 4) ….. row

2) ….. heading 5) ….. bullet
3) ….. column

Técnico Superior en Administración y Finanzas

Cesur Murcia Audiovisual
Curso 2022-2023
6
 YOUR TURN

Student A: You are a new manager and you call the IT Department for help with your voicemail and intranet. Ask
questions to complete the information below.

Student B: You work in the IT Department. Answer the manager’s questions using the information below.

Técnico Superior en Administración y Finanzas

Cesur Murcia Audiovisual
Curso 2022-2023
7
 WORKSHEET
1. Match A to B to form phrases. 3. The underlined words are in the wrong sentences.
Write them next to the correct sentences.
A B
1) To hear the end of the message, you should location
1) dial fast forward
a) 5 an outgoing message
2) contact b) 6 your access code 2) He picked up the cord and said “Hello”.
3) press receiver
c) 1 the phone number
4) listen 3) I turned up the receiver on my phone because I couldn’t
d) 4 to my incoming messages
5) record hear it ring. volume
e) 3 this button
6) enter 4) Don’t modify that message. It’s very important.
f) 2 someone
delete

2. Complete the mini-dialogues with the phrases you 5) You can listen to your voicemail from any fast forward.
formed in Exercise 1. location
6) I want to save the beginning of my outgoing message. It’s
1. not very clear. modify
A: Did you dial the phone number I gave you? B: Yes, 7) I must sit at my desk when I talk on the phone because
but there was no answer my phone has got a short volume. cord
8) I’ll delete that message. I might need it later.
save
2.
A: My voicemail isn’t working.
B: I’ll contact someone in the IT Department and they’ll help
you. 4. Complete the words and phrases in each sentence
with the missing letters.
3.
A: Are you going to record an outgoing message? 1) I couldn’t reach Millie all day because her phone was
B: Certainly. I want people to know they’ve reached the off the hook.
correct number. 2) Please don’t put me on loudspeaker. I don’t want
everyone to hear me.
4. 3) Bill has got such a loud voice. Please ask him to talk
A: I want to check my phone messages. quietly.
B: OK. First of all, you have to enter your access code. 4) I couldn’t hear some of the message. I’ll replay it and
listen again.
5. 5) Let’s re v i e w everything you learned. It’s very
A: How do I transfer a call? important that you understand.
B: Press this button next to the red light. 6) Is it possible to retrieve messages that I deleted?
7) I want to record my outgoing message to hear how I
6. sound.
A: Someone called you while you were at lunch.
B: Oh, thanks. I’ll listen to my incoming messages to find out
who it was.

Técnico Superior en Administración y Finanzas

Cesur Murcia Audiovisual
Curso 2022-2023
8
5. Write the correct words under each picture. 8. Complete the sentences with the words below.
icon lower case letters paragraph reply desktop copy
italics underline upper case letters forward paste log in

1) Before you start working on the computer, you have to

LOG IN .
2) If you want to use the same sentence in a different
place, you can COPY the sentence and then
PARAGRAPH
PASTE it.
3) James wants to read the mail I got from Helen, so I’ll
FORWARD it to him.
4) I want to answer this mail, so I’ll use the
REPLAY function.
ABCDE AbCdE 5) I keep all my important files on my DESKTOP.

ICON UPPER CASE LETTERS UNDERLINE

9. Tick the sentences that are true. Pay attention to
the underlined words. T TRUE
AbCdE abcde
ITALICS LOWER CASE LETTERS
1) T A flow chart is a type of diagram.
2) ….. A heading comes at the end of a paragraph.
3) T You often use bullets when you make a list.
4) ….. You underline the first word of every paragraph.
6. Match the sentences in A to the responses in B. Pay
5) T A row is horizontal and a column is vertical.
attention to the underlined words.
6) ….. You should type with dark letters on a dark
background.
A
7) T When you cut something, it disappears from the
1) I want people to pay attention to the dates.
text.
2) I want to see your photo.
3) How do I open this program?
4) This invitation is hard to read.
5) I’ve finished working on the computer.
10. Circle the correct answer.

1) My … is davidw.
B
a) username b) attachment
a) 3 Double click on the icon.
2) You should read this message. I’ll … it to you.
b) 5 Then you should log out.
a) log out b) forward
c) 1 You should bold them.
3) I haven’t got much time. I’ll … to that e-mail later.
d) 2 I’ll send you an e-mail with an attachment.
a) copy b) reply
e) 4 Maybe you should use a different font.
4) Oh, no! I’ve forgotten my … again!
a) paragraph b) password
7. Match the words in A to their definitions in B. 5) When you type the name of a book, you should use… .
a) italics b) bold
A B
1) username a) 5 a computer file which is sent together with an e-mail
2) bold b) 4 the area in an image behind the main objects
3) password c) 1 your identification
4) background d) 3 a secret code
5) attachment e) 2 a print that stands out

Técnico Superior en Administración y Finanzas

Cesur Murcia Audiovisual
Curso 2022-2023
9
11. Complete the sentences with the words that you
didn’t circle in Exercise 10.

1) Can you COPY that graph and send it to me?

2) Please send the e-mail again. You forgot to add the
ATTACHMENT.
3) I like the lower case letters in this BOLD.
4) Please LOG OUT at the end of the day.
5) The information in this PARAGRAPH isn’t very clear.

12. Match A to B to form sentences.

A B
1) How do I check a) 5 bold the instructions.
2) First enter b) 4 to the end of the paragraph.
3) Press 1 c) 1 my incoming messages?
4) I would move this sentence d) 6 big enough?
5) I think you should e) 2 your access code.
6) Is the font f) 3 to listen to your messages.

Técnico Superior en Administración y Finanzas

Cesur Murcia Audiovisual
Curso 2022-2023
10
 GRAMMAR REVIEW
PRESENT CONTINUOUS

Affirmative Negative Interrogative Short answers

I am working I’m not working Am I working? Yes, I am / No, I’m not
Yes, he is / No, he isn’t
You are working You aren’t working Are you working?
Yes, we are / No, we aren’t
He is working He isn’t working Is he working?
Use
She is working She isn’t working Is she working?
It is working It isn’t working Is it working?
To talk about things that are
We are working We aren’t working Are we working?
happening now.
You are working You aren’t working Are you working?
They are working They aren’t working Are they working?

WATCH OUT!
TIME EXPRESSIONS
play > playing
Now, right now, at the moment… sit > sitting
write > writing

1. Complete the sentences with the verbs in brackets. 2. Write sentences using the words in brackets and
Use the present continuous affirmative. the present continuous affirmative. Then write
another sentence for each using the present
1) You (copy) the wrong sentence. continuous negative.
2) I (check) my e-mails.
3) David (teach) me how to retrieve a
1) (Greg / distribute mail)
message now.
4) Our company (hire) new workers at
the moment. 2) (Gail and Melissa / type letters)
5) Miss Clark (put) the documents in the
files.
3) (Ed / write an e-mail)

Técnico Superior en Administración y Finanzas

Cesur Murcia Audiovisual
Curso 2022-2023
11
3. Complete the questions with the verbs in brackets. 5. Circle the TWO correct answers.
Use the present continuous. Then match the questions
with the answers below. 1) Louise listens to incoming messages … .
a) now b) every morning c) twice a day
Questions 2) What are you doing … ?
a) at the moment b) every day c) right now
1) Who Tom (train)? 3) Neil and Tanya don’t … stay late.
2) Kate and Paul a) right now b) usually c) always
(have) lunch now? 4) Emma takes holiday leave … .
3) What the technician a) in August b) at the moment c) once a year
(fix)? 5) I am filling documents … .
4) the CEO (hold) a a) now b) once a week c) at the moment
meeting at the moment?
5) Why you (type)
these documents now? 6. Complete the sentences with the verbs below. Use
the present continuous or the present simple.
Answers
listen drink show not sit
a) ….. The photocopier.
send not answer leave
b) ….. Because they are very urgent.
c) ….. Yes, he’s in the third floor conference room.
d) ….. The new administrative assistant. 1) Lisa the phone. That’s Ellie’s job.
e) ….. No, they’re drinking coffee. 2) Rose can’t help you at the moment. She
Greg how to use the phone system.
3) We hundreds of e-mails to our
4. Write questions for each answer. Pay attention to customers every day.
the underlined words. 4) Why are you still here? You usually the
office at five o’clock.
1) 5) Please be quiet. I to incoming
Yes, I’m working at the moment. messages.
2) 6) Rob at his desk at the moment. Where
Mrs Smith is talking to the Operations Manager. is he?
3) 7) Sue and Amy coffee at 11 o’clock
They are preparing a presentation for the sales meeting. every morning.
4)
No, Amy isn’t writing her weekly report.
5)
Peter and Lisa are sitting over there.

PRESENT

CONTINUOUS / PRESENT SIMPLE

He is typing a letter now.
(Present continuous)

Técnico Superior en Administración y Finanzas

Cesur Murcia Audiovisual
Curso 2022-2023
12
7. Write questions with the words below. Use the 8. Correct the underlined mistakes in the sentences
present continuous or the present simple. Then match below.
the questions to the answers below.
Questions
Questions
1) Lisa don’t work in the afternoons.
1) Jamie / work on a presentation / at the moment
2) I am liking my new job.

2) Why / the CEO / talk to Louise / now 3) Does Fiona talk to a customer now?

4) Is Richard and Peter coming to the meeting?

3) When / we / usually / send / invoices to our customers
5) Who answering the phones at the moment?

4) Richard / file documents / every day 6) Our CEO travel to China every month.

5) Who / the Marketing Director / talk to / right now

6) How often / you / order office supplies

Answers

a) ….. At the end of the month.

b) ….. Yes, he’s very busy.
c) ….. An important customer.
d) ….. About once a month.
e) ….. He wants her to type a letter.
f) ….. No, he usually does it twice a week.

Técnico Superior en Administración y Finanzas

Cesur Murcia Audiovisual
Curso 2022-2023
13