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7. REMEMBER THAT EVERY SECOND COUNTS. Customers hate to wait. They gain confidence when you respond quickly and solve their problems for good, and then are more likely to have an ongoing relationship with your brand. So give your agents the tools they need to support customers as efficiently as possible. After all, reducing the time it takes to assist a customer directly reduces the time other customers must wait, too. At the same time, be sure to motivate agents to solve each problem completely; speed is important, but resolution times should never trump customer satisfaction. 8. IMPROVE AS YOU GO. Seeing the same issues time and again? It may be that there’s an issue with your product or service, and you need to alert other teams to fix it. Or it may be a problem with your manuals or support content. Dig into what's unclear and update your knowledge base or FAQs. By clarifying your messaging, you can reduce contacts for many repetitive issues and improve customer satisfaction. Be sure to track any drop in service load and share your results. Questions How would you define customer service? ___________________________________________ Why is it important to provide an excellent customer service? ___________________________________________ What are the basic steps to set up a great customer service in your company? ___________________________________________ What are the eight ways to provide an excellent customer service? ___________________________________________ Write on your words what strategies you would set at the company you work or you will work. ___________________________________________ ___________________________________________

Amazing Vocabulary Software Retain Roadmap Asset Brand Threshold Both Overall Escalated Commitment Hyper Grow Troubleshoot Channels Principles Onboard Checkbox Deliver Ensure Ahead Share Ongoing Steps Empathy Trump Seamlessly Knowledge Timeliness Write a resume about customer service improvement based on your point of view. ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________.



Lesson Twenty four- twenty-fourth lesson Computers History and Development Nothing epitomizes modern life better than the computer. For better or worse, computers have infiltrated every aspect of our society. Today computers do much more than simply computer supermarket scanners calculate our grocery bill while keeping store inventory; computerized telephone switching centers play traffic cop to millions of calls and keep lines of communication untangled; and automatic teller machines let us conduct banking transactions from virtually anywhere in the world. But where did all this technology come from and where is it heading? To fully understand and appreciate the impact computers have on our lives and promises they hold for the future, it is important to understand their evolution. Questions What does optimize modern life? _____________________________________________________________________ How have computers infiltrated in our society? _____________________________________________________________________ Do computers do simply a compute? _____________________________________________________________________ How do they develop? _____________________________________________________________________ Where did all this technology come from and where is it heading? _____________________________________________________________

Early Computing Machines and Inventors The abacus, which emerged about 5,000 years ago in Asia Minor and is still in use today, may be considered the first computer. This device allows users to make computations using a system of sliding beads arranged on a rack. But as the use of paper and pencil spread, particularly in Europe, the abacus lost its importance. Since when has the abacus emerged? _____________________________________________ Where has it emerged? _____________________________________________ Is it still used? _____________________________________________ What does this device allow users? _____________________________________________ How? _____________________________________________ How did the spread of the paper and pencil influenced? _______________________________________________ In 1642, Blaise Pascal (1623-1662), the 18-year-old son of a French tax collector, invented what he called a numerical wheel calculator to help his father with his duties. This brass rectangular box, also called a Pascaline, used eight movable dials to add sums up to eight figures long. Pascal's device used a base of ten to accomplish this. For example, as one dial moved ten notches, or one complete revolution, it moved the next dial - which represented the ten's column - one place. When the ten's dial moved one revolution, the dial representing the hundred's place moved one notch and so on. The drawback to the Pascaline, of course, was its limitation to addition. Who invented the first numerical wheel calculator? ______________________________________________________________ In what year was it invented? ________________________________________________________________ What was the reason for this young man to invent it? ________________________________________________________________

What was the numerical wheel machine made of? ________________________________________________________________ How was it called? ________________________________________________________________ How did this machine work? ________________________________________________________________ Have you had a Pascaline machine in your hands? ________________________________________________________________ What was the drawback to the Pascaline? ________________________________________________________________ In 1694, a German mathematician and philosopher, Gottfried Wilhem von Leibniz (1646- 1716), improved the Pascaline by creating a machine that could also multiply. Like its predecessor, Leibniz's mechanical multiplier worked by a system of gears and dials. Charles Xavier Thomas de Colmar, a Frenchman, invented a machine that could perform the four basic arithmetic functions. Colmar's mechanical calculator, the arithometer, presented a more practical approach to computing because it could add, subtract, multiply and divide. With its enhanced versatility, the arithometer was widely used up until the First World War. Who improved the Pascaline in 1694? __________________________________________________________________ How did he improve it? __________________________________________________________________ What were the proprieties of this new machine? __________________________________________________________________ How did it work? __________________________________________________________________ Have you heard about these machines before? __________________________________________________________________ Who invented the machine that could perform the four basic arithmetic functions? __________________________________________________________________ Until when was this machine used? __________________________________________________________________

The real beginnings of computers as we know them today, however, lay with an English mathematics professor, Charles Babbage (1791-1871).He found while examining calculations for the Royal Astronomical Society, Babbage declared, \"I wish to God these calculations had been performed by steam!\" With those words, the automation of computers had begun. By 1812, Babbage noticed a natural harmony between machines and mathematics: machines were best at performing tasks repeatedly without mistake; while mathematics, particularly the production of mathematic tables, often required the simple repetition of steps. Who was Charles Babbage? _______________________________________________________________ What did he find while examining calculations for the Royal Astronomical Society? _______________________________________________________________ What were Babbage’s words? _______________________________________________________________ When had the automation of computers begun? _______________________________________________________________ What happened between the use of computers and mathematics? And what were their differences? _______________________________________________________________ _______________________________________________________________ Reading skills In 1889, an American inventor, Herman Hollerith (1860-1929), also applied the Jacquard loom concept to computing. His first task was to find a faster way to compute the U.S. census. Hollerith's method used cards to store data information which he fed into a machine that compiled the results mechanically. Hollerith's method used cards to store data information which he fed into a machine that compiled the results mechanically. Hollerith brought his punch card reader into the business world, founding Tabulating Machine Company in 1896, later to become International Business Machines (IBM) in 1924 after a series of

mergers. Hollerith brought his punch card reader into the business world, founding Tabulating Machine Company in 1896, later to become International Business Machines (IBM) in 1924 after a series of mergers. With the onset of the Second World War, governments sought to develop computers to exploit their potential strategic importance. By 1941 German engineer Konrad Zuse had developed a computer, the Z3, to design airplanes and missiles. Jack Kilby, an engineer with Texas Instruments, developed the integrated circuit (IC) in 1958. By the 1980's, very large scale integration (VLSI) squeezed hundreds of thousands of components onto a chip. In the early 1980's, arcade video games such as Pac Man and home video game systems such as the Atari 2600 ignited consumer interest for more sophisticated, programmable home computers. In 1981, IBM introduced its personal computer (PC) for use in the home, office and schools. As computers became more widespread in the workplace, new ways to harness their potential developed. As smaller computers became more powerful, they could be linked together, or networked, to share memory space, software, information and communicate with each other. Questions: Write 10 questions based on the above paragraph using present perfect tense and answer them. 1. ______________________________________________________________? ________________________________________________________________. 2. ______________________________________________________________? ________________________________________________________________. 3. ______________________________________________________________? ________________________________________________________________. 4. ______________________________________________________________? ________________________________________________________________. 5. ______________________________________________________________? ________________________________________________________________. 6. ______________________________________________________________? ________________________________________________________________. 7. ______________________________________________________________?

________________________________________________________________. 8. _____________________________________________________________? ________________________________________________________________. 9. ______________________________________________________________? ________________________________________________________________. 10. ______________________________________________________________? ________________________________________________________________. THE PARTS OF A COMPUTER 1.on/off button 12.microphone 10.CD drive 2.screen 8.floppy disk drive 9.CD 3.monitor 4.mouse 6.printer 5.keyboard 7.floppy disk 11.earphones

Grammar aspects The present perfect tense REVIEW The present perfect tense is a perfect tense used to express action that has been completed with respect to the present. Examples: The boy saw the house. (Emphasis is on the fact that the boy saw the house.) The boy has seen the house. (Emphasis is on the present state of the boy, resulting from the fact that he saw the house.) I left Germany eight years ago. I have left Germany for now. How do we make the Present Perfect Tense? The structure of the present perfect tense is: subject + auxiliary verb + main verb have past participle Here are some examples of the present perfect tense: subject auxiliary verb main verb +I have seen ET. + You have eaten mine. - She has not been to Rome. - We have not played football. ? Have you finished? ? Have they done it?

Contractions with the present perfect tense When we use the present perfect tense in speaking, we usually contract the subject and auxiliary verb. We also sometimes do this when we write. He's or he's??? Be careful! The’s contraction is used for the auxiliary verbs have and be. I have I've For example, \"It's eaten\" can mean: You have You've  It has eaten. [present perfect tense, active voice] He has He's She has She's  It is eaten. [present tense, passive It has It's voice] John has John's The car has The car's It is usually clear from the context. We have We've They have They've Here are some examples:  I've finished my work.  John's seen ET.  They've gone home.

Computer Vocabulary Anti-virus software - a program that finds and removes viruses from a computer App - a self-contained program or piece of software; an application, especially when downloadable to a mobile device Application - a self-contained program or piece of software Backup - a copy of files from a computer's hard disk, usually made on some external medium such as CD ROM or flash drive. A backup is made in case the hard disk file(s) are erased or damaged. Bit, bytes - a bit is the smallest piece of information that computers use. For simplicity, a PC uses bits in groups of 8 called bytes (8 bits = 1 byte). Bluetooth - a way of communicating wirelessly over short distances between electronic devices (for example computer and mobile telephone) Boot, boot up, boot disk - You boot (or boot up) your computer when you switch it on and wait while it prepares itself. Instructions for startup are given to the computer from the boot disk, which is usually the HARD DISK. Browser, to browse - A browser is a program like Firefox or Internet Explorer. You use it to view or browse the internet. Bug - a (small) defect or fault in a program. Cache - a kind of memory used to make a computer work faster CD-ROM - a disk for storing computer information. It looks like an audio CD. CPU - Central Processing Unit. This is a PC's heart or \"brains\". Data - Usually means the information (text, pictures, audio etc) that you create or share on a computer, as opposed to the programs that manipulate the data. DOS - Disk Operating System. The original system used for PCs, where you typed in commands instead of pointing and clicking. Driver - a small program that tells a PC how a peripheral works eBook - an electronic book that can be downloaded and read on a computer or other device

Electronic mail (email, e-mail) - messages sent from one computer to another. You can see email on the screen or print it out. File - a specific computer record. It could contain data such as text (eg essay.doc), or a program such as paint.exe. Floppy disk - a cheap, removable disk used for storing or transferring information. It is floppy (soft) because it is plastic. (Now virtually obsolete.) See hard disk. Floppy drive - The device used to run a floppy disk (usually drive \"A\".) (Now virtually obsolete.) Folder (directory) - a sub-division of a computer's hard disk into which you put files Font - a particular sort of lettering (on the screen or on paper). Arial is a font. Times New Roman is another. Format - All hard disks and floppy disks have to be electronically prepared for use by a process called formatting. Hard disks are pre-formatted by the computer manufacturer. If you buy a floppy disk that is not pre-formatted, you format it yourself, using a program that comes with your PC. Graphics card - the equipment inside a computer that creates the image on the screen Hard disk - the main disk inside a computer used for storing programs and information. It is hard because it is metal. See floppy disk. Hotspot - an area that has an available wireless signal for Internet access (usually public) Icon - a small image or picture on a computer screen that is a symbol for folders, disks,peripherals ,programs etc Internet - International network of computers that you connect to by telephone line. Two popular services of the Internet are the world wide web and electronic mail. iPad - a Tablet computer created by Apple. Kb, Mb, Gb - kilobytes, megabytes, gigabytes. Used to measure computer memory and storage. Kindle - a device for downloading and reading ebooks , developed by Amazon.com.

Memory - Memory is for the temporary storing of information while a computer is being used. See RAM, ROM and CACHE. MHz - Megahertz. This describes the speed of computer equipment. The higher the MHz the better the performance. Modem - equipment connected to a computer for sending/receiving digital information by telephone line. You may need a modem to connect to the INTERNET , to send ELECTRONIC MAIL and to fax. Notebook - a notebook computer; a laptop computer; a folding, portable computer. Operating system (OS) - the basic software that manages a computer (for example, Windows 10, OS X, Unix, iOS). OCR - Optical Character Recognition. OCR lets a PC read a fax or scanned image and convert it to actual lettering. Palmtop - a computer that is small enough to sit on the palm of the hand Parallel port - a socket at the back of a computer for connecting external equipment or PERIPHERALS, especially printers PC card - a device that is the same size as a thick credit card, for plugging into a slot on notebook computers. You can buy memory , modems and hard disks as PC cards. PDA - abbreviation of \"personal digital assistant\" Peripheral - any equipment that is connected externally to a computer. For example, printers, scanners and módems are peripherals. Pixel - the image that you see on the screen is made of thousands of tiny dots, points or pixels Program software that operates a PC and does various things, such as writing text (word-processing program), keeping accounts (accounts program) and drawing pictures (graphics program) QWERTY - The first 6 letters on English-language keyboards are Q-W-E-R-T-Y. The first 6 letters on French-language keyboards are A-Z-E-R-T-Y. RAM, ROM - two types of memory . RAM (Random Access Memory) is the main memory used while the PC is working. RAM is temporary. ROM (Read Only Memory) is for information needed by the PC and cannot be changed.

Resolution - the number of dots or PIXELS per inch (sometimes per centimetre) used to create the screen image Scanner - equipment for converting paper documents to electronic documents that can be used by a computer Serial port - socket at the back of a PC for connecting peripherals obsolescent) Smartphone - a mobile phone that includes a palmtop computer or PDA and also gives access to Internet and email Tablet - a tablet computer; a mobile computer consisting of a screen only, and controlled by touching the screen TFT - Thin Film Transistor, a type of high quality screen for notebook computers USB - abbreviation of \"universal serial bus\"; a standardized connection for attaching devices to computers etc USB flash drive - a small, external device for storing data; it connects through the USB socket. Virus - a small, unauthorized program that can damage a computer Wi-Fi - a system for communicating without wires over a computer network Windows - an operating system used by the majority of PCs World Wide Web, WWW, the Web - WWW are initials that stand for World Wide Web. The Web is one of the services available on the internet. It lets you access millions of pages through a system of links. Because it is \"world-wide\", it was originally called the World Wide Web or WWW. WYSIWIG - \"What You See Is What You Get.\" With a WYSIWIG program, if you print a document it looks the same on paper as it looks on the screen.



Lesson Twenty five – twenty fifth lesson My favorite place to go!!! McDonald's Corporation is the world's largest chain of fast food restaurants, serving nearly 47 million customers daily. McDonald's primarily sells hamburgers, cheeseburgers, chicken products, French fries, breakfast items, soft drinks, milkshakes, and desserts. More recently, it has begun to offer salads, wraps and fruit. Many McDonald's restaurants include a playground and advertising geared towards children, while some restaurants have been redesigned with emphasis on nature and comfort by introducing lounge areas and fireplaces, while eliminating hard plastic chairs and tables. Questions McDonald's Corporation is the world's largest chain of fast food restaurants. Isn’t It? ____________________________________________________ McDonald's primarily sells hamburgers, cheeseburgers, chicken products, French fries, breakfast items, soft drinks, milkshakes, and desserts. Isn’t it ? ____________________________________________________ You don’t know how to cook a hamburger. Do you? _________________________________________________________ Have you been at any Mc. Donald’s restaurant this year? _____________________________________________________

What have you eaten there? _____________________________________________________ Can yo describe your favorite restaurant? _____________________________________________________ How have you paid your meal at this restaurant? _____________________________________________________ How long have you known Mc. Donald’s restaurants? _____________________________________________________ These restaurants are well known around the whole world. Aren’t they? _____________________________________________________ What do Mc. Donald’s offer at their restaurants? _____________________________________________________ Do these restaurants have any playground for the children? _____________________________________________________ In addition to its signature restaurant chain, McDonald’s Corporation held a minority interest in Pret A Manger (a UK-based sandwich retailer) until 2008, and owned the Chipotle Mexican Grill until 2006 and the restaurant chain Boston Market until 2007. Each McDonald's restaurant is operated by a franchisee, an affiliate, or the corporation itself. The corporations' revenues come from the rent, royalties and fees paid by the franchisees, as well as sales in company-operated restaurants. McDonald's revenues grew 27% over the three years ending in 2007 to $22.8 billion, and 9% growth in operating income to $3.9 billion.

History History of McDonald's The business began in 1940, with a restaurant opened by brothers Dick and Mac McDonald in San Bernardino, California. Their introduction of the \"Speedee Service System\" in 1948 established the principles of the modern fast-food restaurant. The original mascot of McDonald's was a man with a chef's hat on top of a hamburger shaped head whose name was \"Speedee.\" Speedee was eventually replaced with Ronald McDonald in 1963. The present corporation dates its founding to the opening of a franchised restaurant by Ray Kroc, in Des Plaines, Illinois on April 15, 1955, the ninth McDonald's restaurant overall. Kroc later purchased the McDonald brothers' equity in the company and led its worldwide expansion and the company became listed on the public stock markets in 1965. Kroc was also noted for aggressive business practices, compelling the McDonald's brothers to leave the fast food industry. The McDonald's brothers and Kroc feuded over control of the business, as documented in both Kroc's autobiography and in the McDonald brothers' autobiography. The site of the McDonald brothers' original restaurant is now a monument. With the expansion of McDonald's into many international markets, the company has become a symbol of globalization and the spread of the American way of life. Its prominence has also made it a frequent topic of public debates about obesity, corporate ethics and consumer responsibility. Ask the questions base on the following answers: _____________________________________________________? The business began in 1940. _____________________________________________________? The restaurant was opened by brothers Dick and Mac McDonald _____________________________________________________?

It was located in San Bernardino, California. ______________________________________________________? Their introduction of the \"Speedee Service System\" ______________________________________________________? Yes, it was established in 1948. ______________________________________________________? Speedee was eventually replaced with Ronald McDonald in 1963. ______________________________________________________? No, it was not the first restaurant I’ve been. ______________________________________________________? Yes, i like to eat in a restaura ton the weekends. Exercise: write an essay based on the high-light paragraph above. _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________ _____________________________________________________________________________

GRAMMAR ASPECTS TAG QUESTIONS What is a tag question? A tag question is a short question added to the end of a positive or negative statement. For example:- He is, isn't he? He doesn't he? does, He will, won't he? He can, can't he? How are they formed? Normally a positive statement is followed by a negative tag, and a negative statement is followed by a positive tag. For example:- +- You're English, aren't you? -+ You're not German, are you? !The statement and the tag are always separated by a comma. ! Treat any statements with nothing, nobody etc like negative statements. The verb in the statement should be the same tense as the verb in the tag. For example:- Present tense | present tense You are a good singer, aren't you? Past tense | past tense You didn't go to work did you? yesterday, Present perfect tense | present perfect tense You have been to haven't you? London,

If the verb used in the statement is an auxiliary verb, then the verb used in the tag must match it. If a modal (can, could, will, should, etc.) is used in the statement, then the same modal is used in the tag part. If the statement doesn't use an auxilliary verb, then the auxiliary do is used in the tag part. For example:- Auxiliary verb !Note She is from isn't she? (He does eat meat...) England, (He did have a bath...) (Nothing did happen...) They aren't very are they? nice, She doesn't like it does she? here, Modal verb You can sing, can't you? They shouldn't do should they? that, No auxiliary He eats meat, doesn't he? He had a bath, didn't he? Nothing happened, did it? Why do we use them? Tag questions are used to verify or check information that we think is true or to check information that we aren't sure is true. Sometimes we just use them for effect, when we are trying to be sarcastic, or to make a strong point. So be sure to use them with care. We show the meaning of the tag question through intonation. If the tag is a real question it has a rising intonation. For example:- The chairman's coming at 3.00, isn't he? If the tag is not a real question it has a flat or falling intonation.

For example:- It's a nice day today, isn't it? ! It is possible for a positive statement to be followed by a positive tag for even more effect (sarcasm, anger, disbelief, shock, concern etc.). For example:- Oh you will, will you? You think you're funny, do you?

Lesson Twenty Six – Twenty Sixth Lesson THANKS GIVING DAY The Jackson family is together today to celebrate the Thanksgiving Day. The Jacksons are going to share stories and family matters all of them spend the whole day cooking the turkey which is the traditional dish for thanks giving day. Mr. Jackson could spend this date with his parents but he prefers to be with his wife´s family. They all the time join together at Mrs. Jackson´s grandparents home because there is much more space and the kitchen is larger than the Jackson’s one. Mr. Jackson says that they should live near this house because most of their family parties are celebrated at this house they enjoy much to be with them. Thanksgiving Day is a harvest festival. Traditionally, it is a time to give thanks for the harvest and express gratitude in general. It is a holiday celebrated primarily in Canada and the United States. While perhaps religious in origin, Thanksgiving is now primarily identified as a secular holiday. The date and location of the first Thanksgiving celebration is a topic of modest contention. Though the earliest attested Thanksgiving celebration was on September 8, 1565 in what is

now Saint Augustine, Florida, the traditional \"first Thanksgiving\" is venerated as having occurred at the site of Plymouth Plantation, in 1621. Today, Thanksgiving is celebrated on the second Monday of October in Canada and on the fourth Thursday of November in the United States. Thanksgiving dinner is held on this day, usually as a gathering of family members and friends. Questions Where is the Jackson family meeting? ______________________________________________________________ What do they do while they are waiting for dinner? ______________________________________________________________ How long do they take doing their dinner? ______________________________________________________________ What could Mr. Jackson do this special day? ______________________________________________________________ Do they join together all the time? ______________________________________________________________ Write your opinion about Thanksgiving Day. ______________________________________________________________ Do you celebrate this day in your country? ______________________________________________________________ Is there any kind of celebration similar to thanks giving day in your country? ______________________________________________________________ When is it celebrated? ______________________________________________________________

Auxiliary Verbs in Negative Clauses and Questions In negative clauses and questions, all full verbs (apart from 'be') need an auxiliary verb. Sometimes the auxiliary verb is already given:  verbs like can, must, may usw. (I can see - I cannot see)  in certain tenses, e.g. Present Perfect - (I have seen - I haven't seen) In all other cases we need the auxiliary verb do (I see - I do not see) → See grammar explanations of English tenses. Exercise on auxiliaries Modal Verbs and their substitutes Modal verbs are for example may, can, must, should, need. They express an ability, permission, wish etc. to do something. (I may, can, must swim.) Many modal verbs cannot be used in all of the English tenses. That's why we need to know the substitutes to these modal verbs. Modal Verb Substitute Example must to have to I must swim. = I have to swim. must not not to be allowed to I must not swim. = I am not allowed to swim. can to be able to I can swim. = I am able to swim. may to be allowed to I may swim. = I am allowed to swim. need to have to I need to swim. = I have to swim. need not not to have to I need not swim. = I don't have to swim. shall / should/ to be supposed to / to be I shall / should / ought to swim. = I am supposed ought to expected to / to be to to swim. / I am expected to swim. / I am to swim. Complete the sentences using the words listed in the box below, then ask your teacher to check your answers. Don't forget to capitalize when necessary.

can could have to must might should 1. Ted's flight from Amsterdam took more than 11 hours. He __________be exhausted after such a long flight. He__________ prefer to stay in tonight and get some rest. 2. If you want to get a better feeling for how the city is laid out, you__________ walk downtown and explore the waterfront. 3. Hiking the trail to the peak__________ be dangerous if you are not well prepared for dramatic weather changes. You__________ research the route a little more before you attempt the ascent. 4. When you have a small child in the house, you__________ leave small objects lying around. Such objects__________ be swallowed, causing serious injury or even death. 5. Dave: __________ you hold your breath for more than a minute? Nathan: No, I can't. 6. Jenny's engagement ring is enormous! It__________ have cost a fortune. 7. Please make sure to water my plants while I am gone. If they don't get enough water, they__________die. 8. I__________ speak Arabic fluently when I was a child and we lived in Egypt. But after we moved back to Canada, I had very little exposure to the language and forgot almost everything I knew as a child. Now, I__________ just say a few things in the language. 9. The book is optional. My professor said we__________ read it if we needed extra credit.

But we__________ read it if we don't want to. 10. Leo: Where is the spatula? It__________ be in this drawer but it's not here. Nancy: I just did a load of dishes last night and they're still in the dish washer. It__________ be in there. That's the only other place it__________ be. 11. You__________ take your umbrella along with you today. The weatherman on the news said there's a storm north of here and it__________ rain later on this afternoon. 12. __________ we pull over at the next rest stop? I really__________ use the bathroom and I don't know if I__________ hold it until we get to Chicago. 13. Oh no! Frank's wallet is lying on the coffee table. He__________ have left it here last night. 14. Ned: __________I borrow your lighter for a minute? Stephen: Sure, no problem. Actually, you __________keep it if you want to. I've given up smoking. 15. I __________believe she said that to Megan! She __________insult her cooking in front of everyone at the party last night. She__________ have just said she was full or had some salad if she didn't like the meal. 16. Do you __________chew with your mouth open like that? Geez, it's making me sick watching you eat that piece of pizza. 17. Mrs. Scarlett's body was found in the lounge just moments ago, and it's still warm!

Nobody has left the mansion this evening, so the killer __________be someone in this room. It __________be any one of us!!! 18. Ted: I don't know why Denise starting crying when I mentioned the wedding. Pamela: It __________have been what you said about her brother. Or, perhaps she is just nervous. After all, the big day is tomorrow. 19. __________you always say the first thing that pops into your head? __________you think once in awhile before you speak? 20. I was reading the book last night before I went to bed. I never took it out of this room. It __________be lying around here somewhere. Where __________it be? be swallowed, causing serious injury or even death.

Lesson twenty seven-Twenty seventh lesson Soccer Facts Soccer is the fastest growing and most popular sport in the world. Soccer is called football in some other countries. Since 1952, Hungary has won the most gold medals in the Olympics, in soccer. Soccer games are controlled by referees. The soccer ball's circumference is 27-28 inches. It is made of leather or rubber. Pele is considered the best soccer player that ever lived. Soccer History The first set of rules for soccer was made by the London Football Association in 1863. Soccer became a major sport in England and Scotland in 1872. The idea of professionalism was introduced in 1885. The first full time league was made in 1888. In 1908 soccer came into the Olympic Games. In 1930 there was success in the World Cup. Questions: How can you define soccer? _________________________________________________ Is it considered one of the most popular sports in the world? _________________________________________________ Why? _________________________________________________

Have you played soccer? _________________________________________________ What has it been your position in the game? _________________________________________________ Has this famous sport always been called soccer? _________________________________________________ Are there any other names for this sport? _________________________________________________ Who has won most gold medals in the Olympic Games? _________________________________________________ Have you won any medal for any sport before? _________________________________________________ Who controls the soccer games in the field? _________________________________________________ Can you give a detailed description of the soccer ball? _________________________________________________ Have you had one of those balls in your hands? _________________________________________________ Who has been considered one of the best soccer players in the world? _________________________________________________ How do you considered yourself as a player? _________________________________________________ Who made the first set of rules for soccer? _________________________________________________ When were they made? _________________________________________________ When did soccer become the mayor sport in England and Scotland? _________________________________________________ When was the idea of professionalism introduced? _________________________________________________ The first full time league was made in 1888. Wasn’t it? _________________________________________________ In 1908 soccer came into the Olympic Games in Canada. Didn’t It? _________________________________________________ In 1930 there was success in the World Cup. Wasn’t it? _________________________________________________ You are a great soccer player . aren’t you? _________________________________________________ You have been in a stadium before. Haven’t you? _________________________________________________

Soccer Rules Ask the questions to the following sentences: _________________________________________________________________________? 1. Two teams of eleven try to guide a soccer ball into goal cages at opposite ends of the field, using different parts of their body. _________________________________________________________________________? 2. Only the goalkeeper may use his/her hands. _________________________________________________________________________? 3. When a penalty is committed inside the eighteen-yard-line, the opposite team is granted a penalty kick. _________________________________________________________________________? 4. A direct kick is when a team gets a penalty shot on goal and no other player has to touch it before a goal may be scored _________________________________________________________________________? 5. An indirect kick is the same as a direct kick, but another player must touch the ball before a goal may be scored. _________________________________________________________________________? 6. When a player on a team kicks the ball out of bounds, a player on the opposite team throws the ball in bounds by an overhead, two-handed throw. _________________________________________________________________________? 7. Shoulder - to- shoulder contact is allowed. Duration and tie-breaking methods A standard adult football match consists of two periods of 45 minutes each, known as halves. Each half runs continuously, meaning that the clock is not stopped when the ball is out of play. There is usually a 15-minute half-time break between halves. The end of the match is known as full-time. PELE  He is considered the best player that ever lived.  Pele was born on October 23, 1940.  His real name is Edson Arantes do Nascimento.  Pele scored 1,281 goals in 1,363 games.  He retired in 1977.  He went to the World Cup three times.

SOCCER HALL OF FAME Roberto Baggio Gabriel Batistuta Franz Beckenbauer David Beckham Roberto Carlos Deco Luis Figo Garrincha Gheorghe Hagi Diego Maradona Pele Michel Platini Juan Riquelme Biography Rivaldo Robinho Romario Ronaldo Cristiano Ronaldo Alan Shearer Marco Van Basten Ruud Van Nistelrooy Patrick Vieira Zinedine Zidane

Write a short biography of yourself high lighting the most important events of your life. ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ ____________________________________________________________________________ Vocabulary Write the vocabulary you have found difficult to pronounce or in meaning. __________________ _________________ __________________ __________________ _________________ __________________ __________________ _________________ __________________ __________________ _________________ __________________ __________________ _________________ __________________ __________________ _________________ __________________ __________________ _________________ __________________

LESSON TWENTY EIGHT – 28 - TWENTY EIGHTH LESSON Graffiti Art Graffiti (singular: graffito; the plural is used as a mass noun) is the name for images or lettering scratched, scrawled, painted or marked in any manner on property. Graffiti is sometimes regarded as a form of art and other times regarded as unsightly damage or unwanted. Graffiti is any type of public markings that may appear in the forms of simple written words to elaborate wall paintings. Graffiti has existed since ancient times, with examples dating back to Ancient Greece and the Roman Empire. In modern times, paint, normal paint and markers have become the most commonly used materials. In most countries, defacing property with graffiti without the property owner's consent is considered vandalism, which is punishable by law. Sometimes graffiti is employed to communicate social and political messages. To some, it is an art form worthy of display in galleries and exhibitions; to others it is merely vandalism. Graffiti has since evolved into a pop culture existence often related to underground hip hop music and break dancing creating a lifestyle that remains hidden from the general public. Graffiti is used as a gang signal to mark territory or to serve as an

indicator or \"tag\" for gang-related activity. The controversies that surround graffiti continue to create disagreement amongst city officials/ law enforcement and graffitists looking to display their work in public locations. There are many different types and styles of graffiti and it is a rapidly developing art form whose value is highly contested, being reviled by many authorities while also subject to protection, sometimes within the same jurisdiction. Questions What´s the difference between graffiti and graffito? ________________________________________________________________________. How would you define graffiti? ________________________________________________________________________. Have you ever done any kind of graffiti? ________________________________________________________________________. What has it been the message or the purpose of it? ________________________________________________________________________. Do you think graffiti isn´t a good way to express your thoughts’ ________________________________________________________________________. Why? ________________________________________________________________________. How long has graffiti existed? ________________________________________________________________________. How is it considered in many countries? ________________________________________________________________________. Do you think that graffiti should be seen as an insurgent attitude against something? ________________________________________________________________________.

e Grammar aspects “Adverb” An adverb is a part of speech. It is any word that modifies any other part of language: verbs, adjectives (including numbers), clauses, sentences and other adverbs, except for nouns; modifiers of nouns are primarily determiners and adjectives. Adverbs typically answer questions such as how? (or in what way?), when?, where?, why? and to what extent?. In English, they often end in -ly. When they answer 'how' it is usually in what way. When they answer 'when' it is usually a date or a word such as yesterday or today. When they answer 'why' it is usually an explanation of a problem, issue, or situatiuon usually ending after because. When they answer 'where' it usually states a place. This function is called the adverbial function, and is realized not just by single words (i.e., adverbs) but by adverbial phrases and adverbial clauses.  An adverb as an adverbial may be a sentence element in its own right. o They treated her well. (SUBJECT)  Alternatively, an adverb may be contained within a sentence element. o An extremely attractive man entered the room. (SUBJECT + ADVERBIAL + Adverbs of Manner Kinds of Adverbs She moved slowly and spoke quietly. She has lived on the island all her life. She still lives there now. Adverbs of Place Adverbs of Frequency

She takes the boat to the mainland every day. She left early. She often goes by herself. Adverbs of Purpose Adverbs of Time She drives her boat slowly to avoid hitting the She tries to get back before dark. It's starting to get dark now. rocks. She finished her tea first. She shops in several stores to get the best VOCABULARY Defacing buys. Ancient Lettering Punishable Gang Scratched Law Surround Scrawled Worthy Reviled Manner Underground Within Unsightly Unwanted

Lesson twenty nine - twenty ninth lesson Shopping mall Azrieli shopping mall in Tel Aviv A shopping mall is an indoors place to go shopping, where we can buy all kind of things we need like food, clothes, shoes, toys, electronics, tools and many other things. There are restaurants, coffee shops, boutiques, spas, beauty parlors and entertainment places. Azrieli shopping mall in Tel Aviv, Israel is the city's largest shopping centre. A shopping mall or shopping centre is a building or set of buildings, which contain retail units, with interconnecting walkways enabling visitors to walk easily from unit to unit. One of the world's largest shopping complexes in one location is the two-mall agglomeration of the Plaza at King of Prussia and the Court at King of Prussia in the Philadelphia suburb of King of Prussia, Pennsylvania, United States. The King of Prussia mall has the most shopping per square foot in the U.S The most visited shopping mall in the world and largest mall in the United States is the Mall of America, located near the Twin Cities in Bloomington, Minnesota. However, several Asian malls are advertised as having more visitors, including Mal Taman Anggrek, Kelapa Gading Mall and Megamal Pluit, all in Jakarta-Indonesia, Berjaya Times Square in Malaysia and SM Megamall in the Philippines. The largest mall in South Asia, and twelfth largest in the world, is Bashundhara City in Dhaka, Bangladesh. The largest shopping centre in North West England, the Trafford Centre in Greater Manchester. In most of the world the term shopping centre is used, especially in Europe and Australasia; however shopping mall is also used, predominantly in North America.

Shopping centres in the United Kingdom can be referred to as \"shopping centres\", \"shopping precincts\", or just \"precincts\", but with American-style centres becoming more common in the UK, the term mall is gradually growing in use, at least among the younger generation. The Iguatemi São Paulo shopping centre is the oldest Brazilian mall. The great Gostiny Dvor in Saint Petersburg, 1802. An example of the mid-19th century arcade: The Passage in St Petersburg. New Babylon as a shopping mall

Questions What is a shopping centre? _____________________________________________ Have you been in a shopping centre in a foreign country? _____________________________________________ What can you get there in a shopping centre? _____________________________________________ are there restaurants in the shopping centre? _____________________________________________ Do you like to go to the malls in your native country? _____________________________________________ Are the malls large in your town? _____________________________________________ Do many people go to the malls? _____________________________________________ How do people call the shopping centres in your country? _____________________________________________ Were you in one of the above malls before? _____________________________________________ Did you enjoy it? _____________________________________________ What is the city’s largest malls in Israel? _____________________________________________ What is the definition given by the author about the shopping centre or shopping mall? _____________________________________________ What is one of the largest shopping complexes in the world? _____________________________________________ Why? _____________________________________________ Which is the most visited malls in the world? _____________________________________________ Where is it located? _____________________________________________ What other malls are considered as most visited in the word? _____________________________________________ Where are they? _____________________________________________ is Bashundhara City mall the smallest mall in the world? _____________________________________________ Why is this mall famous? _____________________________________________ Can you name the nearest mall to your house? _____________________________________________ Is it the best in your town? _____________________________________________ Is it expensive or economic to do shopping in a mall?

_____________________________________________ Write the questions to the following statements: _____________________________________________? My first time going to a mall was ten years ago. _____________________________________________? I felt very excited when I went with my family to spend the day there. _____________________________________________? There are many reasons for me to go to a mall. _____________________________________________? I’ve been there once only. _____________________________________________? Yes, I did enjoy it very much. _____________________________________________? I bought them upstairs near the jewelry store. _____________________________________________? The Trafford Centre in Greater Manchester is the best for me Vocabulary Shopping Mall Enabling Advertised Indoors Complexes However Beauty Parlors Agglomeration Predominantly Entertainment Referred Retail Units Court Precincts Interconnecting Least Walkways Suburb Square Foot Per Several

Lesson thirty – thirtieth lesson Beer The Brewing Process Brewing the perfect beer requires the brewer to use art, craft and science, in a balance of natural ingredients and processes. Some brewers embrace modern technology while other use more traditional means but whether the brewery is large or small, old or new the process remains the same.

A short beer history Beer has for a long, long time been a popular drink. In a papyrus note from about 3000 b.C. brewing was described in Egypt, but it is meant by people who know that the knowledge on beer brewing is much older and that the origin is to find in Babylonia. About beer brewing in the antiquity in Norway one know very little. But one know for sure that people in Norway as in Denmark and Sweden, very early got the knowhow on beer brewing. In ancient Nordic graves it has been found cups with remains of beer. The oldest laws about beer is found in the Gulating law (Gulatingsloven) from about 1000 a.C. In this law it is ordered when and how much beer every household should brew. It is also mentioned what punishment people could get if they didn't obey the laws. Therefore beer has long and strong roots in Norwegian cultural history and everyday life. The purity Act which ordered the norwegian breweries only to use malt, hops, yeast and water was suspended in 1994 due to the EEC agreement. The breweries in Norway are still brewing according to the purity act. Near all of norwegian breweries was established in the nineteenth century. The process begins with:  The malted barley being lightly crushed into a coarse powder called grist (At this stage, other cereals - including flaked maize, un-malted barley and wheat can be introduced, if required by the brewers recipe to produce particular characteristics of flavor or color or appearance. Darker malts are used for stouts).

 The grist is transferred to a large vessel called a mash tun, where it is mashed with hot water (similar to the process of making a cup of tea).  The natural sugars in the malt dissolve in the water (brewers always call this water liquor), and eventually a sweet brown liquid is run off. The wort, as it is called, is then boiled with hops in large vessels, known as coppers.  The next stage is fermentation, the most critical process of all. The hopped wort is cooled and run into fermentation vessels. Yeast is added, and it begins to convert the natural sugars into alcohol, carbon dioxide and a range of subtle flavors. Historically, all British ales and stouts were fermented with a yeast that rose to the top of the beer, and in many cases this method is still used. These top fermenting beers develop cloud like, foaming heads. When the yeast has done its job, the head settles into a thick, creamy crust, protecting the beer from air. Lagers are fermented with a different type of yeast which works at colder temperatures, and which sinks to the bottom of the fermenting vessel. Known as bottom fermentation, to ensure hygienic conditions, enclosed fermenters are used with a conical base, in which the yeast settles into the base. These days many ales are also fermented in closed conical fermenters.  Finally, before a beer leaves the brewery it must be conditioned. The conditioning process differs according to how the beer is to leave the brewery.

For cask conditioned beers (real ales), the beer goes directly into the cask, barrel or bottle. More hops may be added to the cask (dry hopping) for extra aroma. Finings are added which bind the materials responsible for haze and sink to the bottom, clarifying the beer. The yeast in the beer is still active, and the beer will undergo a second fermentation in the cask, normally in the cellar of a pub. Cask conditioned beer is a delicate product and, just like the beer undergoing fermentation in the brewery, it is vulnerable to attack from all kinds of contamination by wild yeasts and other micro-biological organisms. Other beers are brought to condition in the brewery, some are fined and filtered and some are pasteurized to guard against deterioration from microbes. They reach the consumer in casks, kegs, bottles or cans. For lagers there is a longer period of conditioning in the brewery at low temperature. The word lager comes from the German word lagern - to store at a cold temperature. Brewers take great pride in each and every beer they brew. Beer British Beers Styles Different types of beer are produced using variations in brewing techniques. The term “beer” is a general description applied to four main beer types – ales, stouts, porters and lagers. Each brand has its own unique characteristics and can vary between different regions of the country. Until quite recently the majority of beer in Britain was ale and stout but since the 1970s lagers have proved more popular and now over half the beer drunk here is lager. DIFFERENCES IN PRODUCTION Cask-Conditioned beer (referred to as real ale). At the end of the fermentation stage beer still contains live yeast and a small amount of fermentable sugar. The beer is racked off into casks and finings are added. It then undergoes a secondary fermentation stage which builds up the CO2 content. When this stage is completed the yeast settles to the bottom of the cask with the help of the finings. Real Ale is a live product and requires special handling to maintain its drinking quality. Ale Brewery Conditioned Beer (Bright Beer) racked in Casks or Kegs. The beer is held cold (below 0oC) to allow the stabilisation and the natural sedimentation of the yeast. The beer is then filtered

to remove the remaining yeast and CO2 levels are adjusted ready for packaging in bottles, cans or kegs. There is no secondary fermentation in the cask. Lager Brewery Conditioned (racked in Kegs). The word “lager” means storage in German. Lager beer undergoes a maturation process of between one to two weeks in cold storage to stabilize the beer and develop flavor Stout Stout is black, full-bodied and rich and is made from dark-roasted barley. Racked in Kegs. Find out more about brewing beer DIFFERENCES IN STYLE Ale Ale covers a wide range of styles and tastes. Mild, is generally, although, not always, a dark beer. It was developed about 150 years ago as a cheaper and weaker alternative to the dark ales and porters of the day. In the middle years of this century, mild was the most popular draught beer style in Britain. Bitter is a uniquely British style, and remains the most popular draught beer in England. Within the category of bitter ale there are seemingly endless permutations of flavor, aroma and appearance. Some are golden, some are copper colored, some exude the delicate scent of hops, some are malty, some are dry and some are sweet. There are regional differences too. In Yorkshire for example, drinkers expect a tight, creamy head on top of each pint, and they like to see the froth trace patterns known as Brussels lace on the inside of the glass as the ale slips down. In the South East, where bitter tends to be more hoppy, the favored pint is served without a head. In Scotland, where Light, known as 60-shilling ale, is in the same class as English mild, the term heavy is regarded as something akin to bitter, but the comparison is not exact. The most popular Scottish draught ales are known as 80 shilling, or export, and 70 shilling, or special. Both may be described as heavy. Burton-On-Trent in the English Midlands became world-famous for another ale style, for which its water supply was particularly suitable - clear, sparkling beer known as Pale Ale.

Gradually during the nineteenth century the Burton variety came to be favored over porter and other dark brews. IPA, or India Pale Ale, was originally so called because it was exported to India, where British troops thirsted for each delivery. The story goes that a batch was salvaged from a sinking ship and returned to England, where drinkers immediately demanded such delicious stuff should be sold at home as well as overseas. Bitter was developed from the standard draught pale ale, while a stronger version came to be a widely popular bottled beer. Export is still a name applied to stronger pale ales, even though many are mainly brewed for UK consumers. Some older, beer styles survive in bottled form. Old Ale, also known as stock ale because its strength allows it to be kept in stock for a relatively long time, is dark and malty. Draught versions of this are called winter warmers. Scottish Strong Ale, or wee heavy, as it is known, is in the same strength category as barley wine, putting these at the top of the league in terms of alcohol content. Stout Black, full-bodied and rich, and was originally known as stout-porter. The Irish stout style is dry, acquiring a refreshing bitterness from roasted barley. Stouts which originated in the UK are sweet. At one time there were many varieties of stout available. Some such oatmeal stout, still exists today. Imperial stout, originally exported 200 years ago to the Russian imperial court, is now rare, but is still available in bottles. Lager Typically light, clear, sparkling and served cold. Until 1960 lager accounted for less than one per cent of the British beer market, although it had long been popular in Scotland where it has been brewed for over a century. Originally available in bottles and from about the middle of this century in cans, it was not generally provided on draught until 1963. Since then its growth has been phenomenal and it now accounts for almost half the beer market in Britain.

GRAMMAR ASPECTS WHAT IS A PHRASAL VERB? Phrasal verbs are idiomatic expressions, combining verbs and prepositions to make new verbs whose meaning is often not obvious from the dictionary definitions of the individual words. They are widely used in both written and spoken English, and new ones are formed all the time as they are a flexible way of creating new terms. Phrasal Verbs List This is a list of about 200 common phrasal verbs, with meanings and examples. Phrasal verbs are usually two-word phrases consisting of verb + adverb or verb + preposition. Think of them as you would any other English vocabulary. Study them as you come across them, rather than trying to memorize many at once. Use the list below as a reference guide when you find an expression that you don't recognize. The examples will help you understand the meanings. If you think of each phrasal verb as a separate verb with a specific meaning, you will be able to remember it more easily. Like many other verbs, phrasal verbs often have more than one meaning. As well as learning their meanings, you need to learn how to use phrasal verbs properly. Some phrasal verbs require a direct object (someone/something), while others do not. Some phrasal verbs can be separated by the object, while others cannot. Review the grammar lesson on phrasal verbs from time to time so that you don't forget the rules! Verb Meaning Example ask someone out invite on a date Brian asked Judy out to dinner ask around ask many people the same and a movie. add up to something question back something up equal I asked around but nobody has seen my wallet. back someone up reverse blow up Your purchases add up to support $205.32. blow something up explode You'll have to back up your car so that I can get out. add air My wife backed me up over my decision to quit my job. The racing car blew up after it crashed into the fence. We have to blow 50 balloons up for the party.

break down stop functioning (vehicle, Our car broke down at the side machine) of the highway in the snowstorm. break down get upset The woman broke down when the police told her that her son had died. break something down divide into smaller parts Our teacher broke the final project down into three separate parts. break in force entry to a building Somebody broke in last night and stole our stereo. break into something enter forcibly The firemen had to break into the room to rescue the children. break something in wear something a few times so I need to break these shoes in that it doesn't look/feel new before we run next week. break in interrupt The TV station broke in to report the news of the president's death. break up end a relationship My boyfriend and I broke up before I moved to America. break up start laughing (informal) The kids just broke up as soon as the clown started talking. break out escape The prisoners broke out of jail when the guards weren't looking. break out in something develop a skin condition I broke out in a rash after our camping trip. bring someone down make unhappy This sad music is bringing me down. bring someone up raise a child My grandparents brought me up after my parents died. bring something up start talking about a subject My mother walks out of the room when my father brings up sports. bring something up vomit He drank so much that he brought his dinner up in the toilet.