[speaker001:] Can you help me? The program is not responding and I don't know what to do.
[speaker002:] Look at the icon in the bottom corner of your screen. Is it flashing?
[speaker001:] No. It isn't.
[speaker002:] OK. Try closing down all the files you're not using at the moment.
[speaker001:] But I can't move the cursor at all. My screen is frozen. What should I do?
[speaker002:] Have you tried pressing the Escape key?
[speaker001:] Yes, but nothing's happened.
[speaker002:] OK, you 'll need to reboot your machine. Press Control, Alt and Delete at the same time.
[speaker001:] I've never done that before. Will I lose all my files?
[speaker002:] You might lose the file you were working on, but don't worry, the help desk can restore it. When did you last take a backup?