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Learning Objectives
By the end of this lesson, you will be able to:
- Report IT or software problems clearly and politely to get timely support.
Exercise 1
Situation
Direction: Read the situation for today's lesson
Alex is trying to finish a report, but the software keeps crashing. He quickly checks with Omar to see if it’s a team-wide issue. Then he emails IT, describing the problem clearly and giving screenshots. Mr. Miller is copied but only wants the bottom line: the report may be delayed. Sarah offers to help Alex with backup files so the team can continue working. Alex learns to report issues efficiently while keeping everyone informed.
Exercise 2
Vocabulary
Direction: Listen and repeat after your tutor
Bug
Noun
/bʌg/
Meaning:
A mistake or problem in software.
- There’s a bug in the reporting software causing it to crash.
Crash
Verb
/kræʃ/
Meaning:
When a program suddenly stops working.
- The spreadsheet crashed before I could save it.
Log a ticket
Phrasal verb
/lɔg ə ˈtɪkɪt/
Meaning:
To officially report an IT problem.
- I logged a ticket for the software issue.
Could you take a look at…
Phrase
IPA
Meaning:
A polite way to ask someone to check a problem.
- Could you take a look at my computer?
Exercise 3
Office Conversation
Direction: Read the conversation aloud with your teacher.
Situation:
Anna introduces herself to a new colleague at work.
Hi IT, I’m having trouble with the reporting software.
Alex
Can you describe what’s happening?
IT Specialist
It keeps crashing every time I open last week’s data.
Alex
Did you log a ticket?
IT Specialist
Yes, I just logged a ticket with screenshots.
Alex
Great. Could you take a look at it now?
IT Specialist
Sure, I’ll be at my desk.
Alex
I can back up your files while IT checks it.
Sarah
Check Understanding
Direction: Answer the questions about the conversation.
1. What problem is Alex facing?
2. What action did Alex take to report the problem?
3. How does Sarah help Alex?
Exercise 4
Study Guide
Direction: Read the study manual aloud.
Reporting IT problems clearly ensures they get fixed quickly. First, check if the issue affects others on your team. Gather information: what is not working, any error messages, and screenshots. Use the company’s system to log a ticket or email IT. Be concise but specific, e.g., “The reporting software crashes when I open last week’s data.” Copy your manager only if it impacts deadlines.
If needed, ask politely: “Could you take a look at this?” Offer backup solutions or alternatives to keep the team working while the problem is being resolved. Follow up if the issue is urgent or unresolved. Keeping calm, professional, and detailed helps IT solve issues faster and prevents workflow interruptions.
Exercise 5
Choose the Correct Answer
Direction: Direction: Select the correct answer from the options A, B, or C.
1. Alex logs a ticket ___ IT.
A. to
B. for
C. at
2. He found ___ bug in the software.
A. a
B. an
C. the
3. The software ___ every time he opens the file.
A. crash
B. crashes
C. crashed
4. Alex ___ already sent the screenshots.
A. has
B. will
C. is
5. Sarah offers to help ___ backup the files.
A. him
B. he
C. his
6. IT checks ___ carefully before responding.
A. quickly
B. quick
C. quickness
7. The ticket system is ___ important for tracking issues.
A. a
B. an
C. the
8. Alex wants IT to ___ at the problem as soon as possible.
A. look
B. see
C. watch
Exercise 6
Discussion
Direction: Discuss these questions to practice speaking and share experiences.
1. How do you report software problems at work?
2. What details are important when describing an IT issue?
3. When do you copy your manager in a problem email?
4. How do you stay calm when technology fails?
5. Where do you log IT tickets in your company?
6. How do you help colleagues when they face IT problems?
7. What phrases are polite when asking IT for help?
8. How can repeated IT problems affect your team’s productivity?
