You're listening to Business English Pod, the Business English podcast for professionals on the move.
Welcome back to Business English Pod.
Today's episode focuses on describing a procedure.
In our jobs, we often have to tell people about procedures and processes, how to do something.
This can be more formal, for example, giving government visitors a demonstration of a production line, or informal, for example, showing a colleague how to use the photocopier.
Today's dialogue is a common situation where describing a procedure is useful, giving someone help.
It takes place at Electra, a fashion design company.
You'll hear Sandy, an accountant, call Felipe, who works in the IT department.
Sandy is having a problem with her computer and Felipe describes to her the procedure for fixing it.
In addition to studying how to describe a procedure, you'll also learn a lot of useful computer vocabulary.
Now, just before we listen to the dialogue, we're going to try something new.
We wanted to build a little more interactivity into the podcast.
So from now on, we're going to feature some listening comprehension questions before you listen to the dialogue.
As long as you're not driving to work.
Make a quick note of the questions so you can review them later.
We'll publish the answers on the website, www.businessenglishpod.com, in a couple of days.
So, be sure to check back in.
Okay, here are today's listening comprehension questions.
1.
Do Felipe and Sandy already know each other?
2.
What is the problem with Sandy's computer?
3.
Is Sandy good with computers?
And 4.
What else does Sandy want from Felipe besides help with her computer?
IT Help Desk.
This is Felipe.
How can I help you?
Felipe, it's Sandy.
Not again.
What?
Just kidding.
What can I do for you, Sandy?
Well, I can't get my email to work.
I think I accidentally deleted something.
No worries.
We'll get you shipshape in no time.
Great.
When can you make it over?
Actually, I think I can walk you through this on the telephone.
First, you go into the Tools menu in Outlook and click on Accounts.
Sorry, Felipe.
One step at a time, okay?
I don't see my email anywhere.
Is Outlook open?
You should make sure you've double-clicked on the letter icon on your desktop to open Outlook.
Oh, silly me.
Now I've got it open.
Now, you click on Tools at the top of the page.
A drop-down menu should appear.
Do you see it?
Yes.
Okay.
Now, you click on Accounts.
Okay.
Got it.
Great.
In the list, do you see your Electra account?
No.
That's what I deleted, huh?
Yes, I think so.
But no problem.
I'll help you reinstall it.
Great.
Click Add Accounts. then three options will appear.
Mouse over and click on Mail.
Now, a window should appear where you put in your name.
Uh-huh, got that.
Now, click Next, right?
Right.
Now, this one is pretty self-explanatory.
Just put in your full email address.
All right, and click Next?
Uh-oh, this looks complicated.
Nah, it's easy.
In the top box, the one that says POP server, you just write pop.electra.com.
And in the other box, type in smtp.electra.com.
That was easy.
Now, in the next window, you just put in your password, click OK, and you're done.
Uh-huh.
Got it.
Try checking your email.
It works.
Oh, and I got one from you.
How sweet.
Is there anything else I can help you with?
Well, there might be one more thing.
You don't think you might have time to go out for dinner tomorrow night, do you?
You mean just me and you?
Like, on a date?
Of course like on a date, you idiot.
Don't be a fool, Felipe.
It sounds like Sandy might just be using her computer as an excuse to talk to Felipe.
What do you think?
Before we go through the dialogue in detail, let's discuss a few common ways that procedures are explained.
Explaining a procedure is not complicated.
Usually, the simple present tense, you do, is used.
As you know, simple present is for things that are true in general, facts.
For example, the earth goes around the sun.
Since the procedure is the way something is generally done, the simple present tense is well suited for describing one.
What pronoun do you use?
That is, do you say, we do, or you do, or one does?
Though it's possible to use the impersonal third person, one, this sounds rather formal.
So, as in many languages, in English we just normally use you, which can mean you, the specific person to whom I'm explaining the procedure, but can also take on the more general, indefinite meaning of one or someone in general.
Occasionally you also hear the first person plural pronoun we, which is used in the inclusive sense.
We, the team.
Listen to an example of a procedure described the most common way using the simple present with you.
First, you clean the fish.
Then you cut up some garlic and onions.
Then you heat some oil in the frying pan.
Peanut oil is best for this recipe.
Next, you fry the garlic and onions briefly in the oil, about 15 seconds.
Then you add the fish.
Getting hungry?
Sometimes you'll also hear other verbs used for describing a procedure.
For example, you'll often encounter the construction you should, especially when the procedure is not set in stone, that is, when it's not totally fixed.
This usually takes the form of a mixture between giving advice and telling someone how to do something.
This use of you should is common in training.
For an example, listen to this advice on cold calling someone.
That is, calling a potential customer without any previous contact.
Before you contact a potential customer, you should always find out as much as you can about them.
Then when they pick up the phone, you should try to get the customer talking about themselves right away.
Afterwards, you should lead them gradually towards the sale.
For formal processes, the passive voice may be used to emphasize the thing or action rather than the person who performs the action.
This is more common in writing, but you might also hear it in speech, perhaps in the description of a production line to a visitor.
First, the fabric is cut here.
Then the shirt is assembled over here.
Afterwards, the buttons are sewn on.
Finally, it's ironed, pressed, and packaged.
Another construction used to describe some kinds of procedures is we will.
In this case, we is inclusive.
It includes the listener and the speaker.
We, the team.
Will includes is used in the sense of describing the habits of people.
For example, before going to bed at night, we will always turn off the lights.
If the procedure you are describing involves a strong element of habit, we will may be appropriate.
But the simple present and you is always correct, so you're safe with that.
Finally, if it's an informal situation or if a relatively high-level person is talking to a lower-level person, you may hear command forms being used.
For example, First, turn on the machine.
Then, put coffee in it here and add water.
Add one scoop of coffee for every cup of water.
That's right.
Now just wait, and the coffee will be done in minutes.
Notice that all the examples we've covered have one thing in common.
The strong use of sequencing words such as first second third fourth, then afterwards next now, finally.
Frequent use of sequencing words will make your procedure explanation more clear.
By the way, it's totally unnecessary to put an L-Y on the end of first, second, and so on.
The famous American writer E.B.
White said that dressing up number words by putting L-Y on them was like putting a hat on a horse.
The horse doesn't need it, and it looks silly.
Now let's go through the dialogue to see how Felipe explains to Sandy the procedure for fixing her email account.
On the way, we'll also look closely at some of the idioms and computer vocabulary they use.
How does Sandy describe the problem with her computer?
Well, I can't get my email to work.
I think I accidentally deleted something.
No worries.
We'll get you ship-shape in no time.
Felipe's reply, we'll get you ship-shape in no time, is an idiom.
To be ship-shape or sea-shape describes a ship that is sea-worthy.
That is, one that is running well and in good condition.
In no time means very quickly.
So the whole sentence means, don't worry.
We'll get your computer running real soon.
What else could Felipe have said to tell Sandy that he's going to fix the problem?
No worries.
We'll get your computer working in no time.
Let me have a look.
Don't worry.
I can help you with that.
Alright, Paul.
Just bear with me and we'll get the problem fixed right away.
When Sandy hears that Felipe can fix her problem, she asks him when he can make it over.
That is, when he can come over in person, physically, to her desk.
And what does Felipe say?
Actually, I think I can walk you through this on the telephone.
First, you go into the Tools menu in Outlook and click on Accounts.
To walk someone through something is an idiom. that means to explain something to someone.
So when Felipe says that he can walk Sandy through the procedure on the telephone, he means that he can tell her how to solve the problem without meeting with her in person.
Which method does Felipe use to explain the procedure?
Simple present?
Should?
Passive voice?
Command?
Will?
Mostly, he uses the simple present tense and you, as in the example we just heard.
First, you go into the Tools menu in Outlook and click on Accounts.
At other points, however, he uses you should.
Sorry, Felipe.
One step at a time, okay?
I don't see my email anywhere.
Is Outlook open.
You should make sure you've double-clicked on the letter icon on your desktop to open Outlook.
What does this mean?
To click means to press the mouse button.
Double-click is to press it twice rapidly in succession to open a document or a program.
Program means a piece of software.
Well, what's an icon?
That's the picture that represents a program or document on your computer screen.
For example, a letter icon represents the Outlook email program.
When Felipe tells Sandy that she should make sure she's opened her email program, he's not, strictly speaking, describing part of the procedure.
Instead, it's something extra that Sandy might have missed.
So far we've heard Felipe use you with the simple present and you should to describe his procedure to Sandy.
Does he use any other ways?
Well, he doesn't use the passive voice, does he?
Why not?
Since this is just a friendly discussion among colleagues, the passive voice would sound overly formal, cold and stiff.
How about we will?
Well, that would be strange too.
Reconfiguring the computer is not a matter of habit, what people generally do.
It's a matter of definite procedure.
There's a clear process to follow.
Felipe does however, use the last method we discussed for describing procedures, namely the command form.
Click Add, then three options will appear.
Mouse over and click on Mail.
Now a window should appear where you put in your name.
Uh-huh, got that.
Now click Next, right?
Right.
Now, this one is pretty self-explanatory.
Just put in your full email address.
Because Sandy and Felipe know each other, And perhaps also because they've already warmed up.
They've been talking for a while already.
It sounds personal and friendly for Felipe to use a direct command form for these simple kind of small things such as mouse over and click on mail.
By the way, what does that mean?
Well, mouse over means to move your mouse over and mail. is the name of a button.
So, this literally means, move your mouse over and click on the mail button.
Felipe also uses a good vocabulary word here, self-explanatory.
That means something that is so easy to understand that it almost explains itself.
Note that Felipe checks to make sure Sandy has understood.
He says, are you with me?
What else could he say?
Okay, so is that clear?
Does that make sense?
Do you know what I mean?
So far so good?
We're just about finished with our discussion of explaining procedures today, but before we finish, Let's look back briefly at the very professional phrase Felipe uses after he's finished up helping Sandy.
He says, Is there anything else I can help you with?
What else could he say?
Is there anything else I can do for you?
Is that all?
Do you have any other questions?
So there it is.
Any questions?
And that about covers this episode.
You've learned several common ways to describe a procedure and you've reviewed some idioms and computer vocabulary.
Be sure to visit our website at wwwbusinessenglishpodcom to have a look at the learner's notes for this and other episodes.
Take care and see you soon.
Here at Business English Pod, we'll be back in no time with new ways to keep your English ship-shape.
Bye now.
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