IT problems: explaining technical issues clearly
1
Think about these questions before reading. Share your ideas with a partner.
- Think about the last time your computer or phone had a problem. What happened, and how did you solve it?
- When you have a problem with your technology, who is the first person you ask for help? Why?
- What makes it difficult to explain a technical problem to someone else, especially if you don't know the correct vocabulary?
2
My laptop is on the fritz!
Listen to the dialogue. Notice how the vocabulary and grammar from the lesson are used.
3
Read the article and answer the questions in your own words.
01According to the article, who is this lesson plan designed for and what main skill does it teach?
Sample answerIt's designed for teachers of B1 business English students. The main skill it teaches is how to explain technical problems in a work environment.
02What are some examples of the specific vocabulary taught in the lesson?
Sample answerStudents learn words and phrases like 'freezing', 'restarting', 'goes blank', 'error message', and 'access'.
03Why is the grammar focus on the past simple and present perfect useful for this topic?
Sample answerBecause when you report a problem to IT, you often need to explain the history of what happened at a specific time, and these tenses are perfect for that.
04In what way does the lesson help students practice the new language in a realistic way?
Sample answerAfter learning the vocabulary and grammar, students do a role-play activity where they have to simulate a call to an IT helpdesk, so they can use what they learned.
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Key vocabulary for technical problems
Vocabulary
These expressions will help you communicate more naturally when explaining technical issues.
Examples
Act up — to not work properly or to behave badly.
We often use this phrasal verb for machines, devices, or software. For example, 'My laptop has been acting up all morning.'
On the fritz — broken or not working correctly.
This is an informal idiom. It's fine to use with colleagues, but you might use more formal language like 'malfunctioning' in a written report. Example: 'The office printer is on the fritz again.'
Run a diagnostic test — to perform a check on a computer or device to find the cause of a problem.
You will often hear this from IT support staff. They might say, 'I'm going to run a diagnostic test on your machine to see what's wrong.'
Submit a ticket — to formally report a technical problem using a company's official system.
This is a standard phrase in many offices. For example, 'Could you submit a ticket to the helpdesk about the Wi-Fi issue?'
Lagging — being very slow to respond, often because of a poor internet connection.
We use this to talk about slow computers, video calls, or online games. For example, 'Sorry, my video is lagging a bit today.'
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More IT support vocabulary
Learn some more useful words and phrases for talking about technical issues.
Match each word or phrase with its correct definition.
Drag or click to match
Definitions
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Grammar: past simple vs. present perfect
Grammar
When explaining a technical problem, we often use both the past simple and the present perfect. Use the past simple for finished actions that happened at a specific time. Use the present perfect for recent actions that have a result now, or for experiences where the exact time is not important.
Examples
I installed the new software yesterday, and then the problems started.
Use the past simple ('installed', 'started') because we are talking about a specific, finished time ('yesterday').
My computer has crashed three times this morning.
Use the present perfect ('has crashed') because 'this morning' is an unfinished time period and the action might happen again.
I've lost my document. I didn't save it before the computer turned off.
Use the present perfect ('I've lost') for a recent action with a result now. Use the past simple ('didn't save') for the specific action that caused the problem.
Key points
- Use past simple for finished actions at a specific time (e.g., yesterday, last week, at 10 am).
- Use present perfect for recent past actions with a result now, or for unfinished time periods (e.g., today, this week).
- Common mistake to avoid: Don't use the present perfect with finished time words. For example, 'I have installed it yesterday.' is incorrect.
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Find the mistake
Read the sentences below about technical problems. Each sentence has one mistake.
Find the error in each sentence and write the correct version.
01I have submitted a ticket yesterday morning about the slow internet.
Corrected version
I have submitted a ticket yesterday morning about the slow internet.
02My screen keeps freeze whenever I try to open the new software.
Corrected version
My screen keeps freeze freezing whenever I try to open the new software.
03The IT technician asked me to make a diagnostic test on my computer.
Corrected version
The IT technician asked me to make run a diagnostic test on my computer.
04My laptop acted up all morning, and it's still not working properly.
Corrected version
My laptop has acted up all morning, and it's still not working properly.
05One of our new printers are on the fritz already.
Corrected version
One of our new printers are is on the fritz already.
06I think there is a problem for the network connection.
Corrected version
I think there is a problem for with the network connection.
07The new application don't work on my computer.
Corrected version
The new application don't doesn't work on my computer.
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Useful phrases: describing a problem to IT support
Vocabulary
When you contact IT support, it's important to explain the problem clearly. Use these phrases to describe what's wrong and what you've already tried to do.
Examples
I'm having some trouble with my laptop. — to introduce the problem clearly.
Register: Neutral. A polite and direct way to start a phone call or email to IT support. You can replace 'my laptop' with 'the printer', 'my email account', etc.
It keeps crashing whenever I open the software. — to describe a problem that happens repeatedly.
Register: Neutral. Use 'It keeps...' followed by an '-ing' verb (e.g., freezing, showing an error) to talk about a recurring issue. Giving a specific trigger ('whenever I...') is very helpful.
I've already tried restarting it, but that didn't seem to work. — to explain the basic steps you have already taken.
Register: Neutral. This saves time and shows the IT person you've tried to solve it yourself. You can also say '...but that didn't help' or '...but the problem is still there'.
The screen just went completely blank. — to describe a sudden, specific event that happened in the past.
Register: Neutral. Use the past simple to describe a single event that just happened. You could also say 'I got an error message' or 'The connection dropped'.
It's been doing this since yesterday morning. — to say when the problem started and that it is still happening.
Register: Neutral. Use the present perfect continuous to show that a problem started in the past and is still continuing. This gives the IT person a timeline.
Is there anything you can suggest? — to ask for advice or a solution.
Register: Neutral. A polite way to ask for the next step. You can also ask, 'What should I do now?' or 'Could you take a look at it for me?'
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Reporting a computer problem
Read the paragraph about someone's bad day with technology.
Fill in each blank with the correct word or phrase from the word bank.
Word bank
My laptop started to yesterday morning. The whole system was and very slow, and then the screen went completely blank. I think the hardware is completely . I tried to a diagnostic test myself, but nothing happened. In the end, I had to a ticket with the IT department and wait for them to call me back.
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Discuss these questions with a partner. Try to use vocabulary from the lesson.
- Is it better to try to fix a small technical problem yourself, or should you always submit a ticket to IT support immediately? Why?
- In your country, what is the common attitude towards technology that is lagging or on the fritz? Are people generally patient, or do they get frustrated easily?
- Imagine your company wants to train all employees to run a diagnostic test before calling IT. Do you think this is a good idea? What are the advantages and disadvantages?