Software
Engineering
Identifying
Client Needs
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STARTER 1 1
2
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STARTER 1 1
Ex. First of all, the problem is clarified as well
as objectives and users.
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LISTENING
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LISTENING 3
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LISTENING 3
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LISTENING 3
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EXPLORING NEEDS 3
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EXPLORING NEEDS 4
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EXPLORING NEEDS 4
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ACTIVE LISTENING 1
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VOCABULARY 2
ACTIVE LISTENING CLARIFYING
SHOWING INTEREST Yes, that's right.
How can I help? Are you saying ... ?
Really? What (exactly) do you mean by ... ?
That's interesting. Could you be more specific, please?
Right/OK/Mmm/Yes/No Have I got this right?
Mmm, let's hear the full story ...
REPETITION / QUESTION TAGS
OK, go on..
A: We've reduced customer complaints by
ASKING FOR DETAILS 30%.
So what happened? B: 30%? Have you?
What did you do next? A: Our department gets at least 20 complaints
How did you deal with it? a week.
What did you like especially about ... ? B: Wow! Twenty complaints a week?
What else impressed you? A: We believe the customer's always right.
B: Always right? Do you really believe that?
SHOWING EMPATHY
I know what you mean. SUMMARISING
How awful! (So) you think ...
I'm not surprised you're upset. (So) you're saying ...
I really understand how you feel. (So) what you're really concerned/ unhappy
about is ......
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SPEAKING 9
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PERFORMANCE 3
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SPEAKING
9
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SPEAKING 9
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SPEAKING 9
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SPEAKING 9
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WRITING 10
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WRITING 10
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READING 11
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READING 11
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READING 11
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READING 11
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READING 11
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READING 11
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LANGUAGE WORK 1
Jenny: I think this software would be really helpful for us.
Richard: Yes, it’s one of our most popular products.
Jenny: Could you show me how it works?
Richard: Of course. It’s really easy. First of all, be sure to install it on
a secure computer, as you probably don’t want everyone to
have access.
Jenny: Oh yes. Will we get login credentials, like a username
and password?
Richard: Yes, certainly. Don’t forget to change the password as it is a
temporary one. Try to choose something secure but easy to
remember.
Jenny: Ok, great. Now, what’s next?
Richard: Once you’ve done that, you are logged in and you can
easily access the information. Just make sure to choose
the section of information related to your department and job.
Jenny: That was easy. Thanks! I just forgot the filter.
Richard: Yes, people often forget the filter. Don’t forget to make sure that
the filter is off before you run your next search though. If you
don’t, you won’t get any results. Ok, …that’s it!
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LANGUAGE WORK 2
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LANGUAGE WORK 4
Be sure to plug in the machine. Remember to test it on something unimportant.
Don't forget to turn it off afterwards. Try not to set it at the wrong temperature.
Make sure to leave space between them. Make sure that the temperature is set correctly.
A Look at these suggestions. Which ones refer to a laminator (LA)? Or a software (SW)?
1 Try to keep it logged in.
2 Don't forget to save your password somewhere.
3 Remember to turn it off as soon as you are finished.
4 Try not to use the wrong temperature, it can create bubbles.
5 Make sure to put it somewhere secure.
6 Remember to use the release lever if you have a jam.
7 Be sure to unplug it after you are done.
B Now explain how to use something using these phrases.
Make sure to . . . Try to . . . Remember to . . .
Be sure not to . . . Try not to . . . Don't forget to . . .