I- The check-in agent :
1) Listen to the following text about a ticket agent in the US and make a list of the different tasks he has to do every day. Say what differs from your country.
AIRLINE TICKETS AGENTS... tickets seats passengers who miss their flights questions about schedules, fares, hotels and taxis. passengers’ luggage luggage and it falls within guidelines tags flight departures passengers flight attendants have the equipment they need travel problems quickly to be well groomed, friendly and patient forty hours a week, usually in shifts.
2) Link the following verbs with the right following :
to deliver
to check
to weigh
to print
to collect
to assign
to look after
to trace
to direct
to provide
 tags and stickers
 passengers’ passports and tickets

 boarding passes
 luggage in case of loss

 luggage on the scales unaccompanied minors payments for excess baggage
 passengers to their boarding gate
 customers’ support in case of need
 seats to passengers
3) What are the qualities required for a check-in agent?
Here is a list of qualities and shortcomings, cross the shortcomings out : dynamism – lazyness- team spirit – a sense of rigor – punctuality – politeness – a good presentation – carelessness – selfishness - an ability to speak English – stubborness - rudeness – carefulness- relation skills- an ability to speak properly – energy – efficiency - clumsiness – tactfulness – honesty -
Which adjectives can we form from the nouns above?
1

4) Complete the following sentences :
- What ___________ check-in agents _____________ in their jobs? (do)
- Where ______________ this check-in agent _____________? (work)
- He ______________ from 2 pm to 8pm. (work)
- She _______________________ on Mondays. (not/ work)
- He _______________ (check) passengers in and __________________ (deliver) boarding passes.
- Check-in agents ___________________ (not / fly)
- I ____________________ (want) to become a check-in agent because I ________________
(love) working with people.
- We usually ______________________ (work) in teams and ________________ (have) a lot of contact with people.
- _____________ you _________________ (organize) for special meals to be provided?
- She __________________________ (not / collect) payments for excess luggage.
5) Conversation : rebrassage des questions au présent simple :
Ask your partner about :
what he/ she likes doing
where he/she comes from
if he/ she often travels
if he/ she knows people who work in airports
where he/ she goes on holiday
why he/ she likes this job
...
Find someone who....
Has a parent or friend who works at the airport
Loves playing sport
Shares your favorite musician
Has a vision of what he/ she wants to do in life
Shares your interest in a hobby
Has one or more siblings
Speaks a language other than English
Spends a lot of time on the computer
2

II- Other airport staff :
1) Classify the following words in the chart :
Flight attendants – check-in agent – ramp agent – customs officer – steward – captain – first officer – flight engineer – purser – police officer – refueler – mechanic – immigration officer
– security guard – baggage handler – catering agent – cleaning agent – assistance staff – bus drivers – firefighter – supervisor -
Working in the aircraft Working outside Working in the airport
2) Find ten words related to airport staff in the grid :
C C F V R E S R U P D
A A T T E N D A N T R
T P R S T G J E U O S
E T M S H U N K S H M
R A X V G G Q I Q Z O
I I Q L I T V A M E T
N N F N F R R U Q C S
G R E L E U F E R I U
O E N P R V D P B L C
R O U D I G O Z G O X
X S J I F I V E J P V
3

VOCABULAIRE CHAPITRE 1
ENGLISH FRENCH
To deliver
To check
Livrer / donner
Contrôler
To weigh
To print
To collect
To assign
To look after
To attend to
To trace
Peser
Imprimer
Relever / collecter
Attribuer
S’occuper de
S’occuper de
Tracer
To direct
To provide
Diriger
Fournir
Flight attendants
Check-in agent
PNC
Agent d’escale
Ramp agent Agent de piste
Customs officer Agent des douanes
Steward Steward
Captain Commandant de bord
First officer
Flight engineer
Copilote
Mécanicien navigant
Purser Chef de cabine
Police officer Policier
Refueler
Mechanic
Immigration officer
Security guard
Avitailleur
Mécanicien
Agent de l’immigration
Agent de sécurité
Baggage handler
Catering agent
Cleaning agent
Assistance staff
Bus driver
Firefighter
Supervisor
Bagagiste
Membre de l’équipe du catering
(restauration)
Membre de l’équipe de nettoyage
Personnel d’assistance
Chauffeur de bus
Pompier
Supérieur
4

I- Outdoors :
What are the different parts of an airport ?
Place the different words on the drawing below :
Runway – taxiway exit - telescopic corridor - boarding walkway – taxiway – parking area - passenger terminal –
Now find the word corresponding to the definitions :
Set of facilities for the air traffic of a city : ________________________________
Place reserved for vehicles not in use : ____________________________________
Place from which air traffic is controlled : _________________________________
Narrow, collapsible passageway : ________________________________________
Airstrip used by planes taking off : _______________________________________
Building reserved for air travelers : _______________________________________
Place where aircrafts can circulate : ______________________________________
5

II- The aircraft :
Place the following words on the drawing : wing – nose – engine – landing gear – body -
III- Inside the terminal :
1) Here is a list of services you can find inside the terminal. Read the definitions and write the appropriate word next to the definitions :
A place where you can buy newspapers and magazines :
A place where you can have a haircut :
A place where you can buy clothes :
A place where you can buy books :
A place where you can eat :
A place where you can have a drink:
A place where you can buy medicine :
A place where you can withdraw money :
A place where you can send your mail :
A place where you can pray at the airport :
A place where you can exchange currency :
A place where you can connect to the internet :
A place where you can smoke :
A place where you can claim for your missing luggage :
A place where you van go if you are sick :
A place you can go for information :
A place where you can rent a car :
6

2) Link the words to their translations :
1-departure
2-arrival
3-check-in desk
4-passport control
5-boarding gate
6-connecting flights
7-lockers
8-information board
9-baggage claim
10-departure lounge
11-domestic flight
12-medium-distance / haul flight
13-long-distance / haul fight
14- arrivals lounge
3) The check-in counter : porte d’embarquement consignes à bagages vol intérieur livraison bagages contrôle des passeports départ long courrier tableau d’affichage arrivée moyen courrier comptoir d’enregistrement salle des arrivées correspondances salle des départs
Computer
Printer
Scales
Luggage belt
Keyboard
Screen
Information board
Tag printer
Boarding pass printer
7

IV- How to direct people :
Look at the following map and listen to the instructions. Find where the passengers are going.
Now, listen again and write down the equivalents in English for the following words :
Comment puis-je aller à ?
Tournez à droite :
Continuez tout droit :
-
C’est sur votre gauche :
Passez devant :
Longez :
-
C’est juste au coin :
En face de :
A côté de :
Vous en avez pour trois minutes :
Vous ne pouvez pas le rater :
Traversez :
Sortez de :
Y a-t-il un… près d’ici ?
8

: Pair work :
Ask questions to your neighbour to complete the grid (grid B is at the end of the book) :
Grid A :
SERVICE
ATMS
Cell phone charger kiosks
Change machines
Information desk
Customs and immigration
Currency exchange
Interdenominational services
LOCATION ADDITIONAL INFORMATION
______________
______________
______________
Language phone lines
Internet access
Lost and found
Luggage carts
Mail box
______________
______________
Police, fire, medical
Smoking
Play area for kids
In the corridor between tickets counter 3 and 4
Beyong the security checkpoints
_____________
_______________
Mezzanine level
Call 433-5400 for police
Call 433- 5327 for fire department
Call 433-5312 for medical assistance
Our airport is a non-smoking facility
Hotel shuttles
Drinking fountains
Restrooms
Wheelchairs
Elevators
Outside the main terminal
Throughout the airport
Throughout the airport
____________
Main terminal, sateelites and parking garage
_____________
Many hotels have courtesy van shuttles
All lowered for wheelchair access
Travelers must contact their airline directly to request a wheelchair
______________
9

VOCABULAIRE CHAPITRE 2
ENGLISH FRENCH
Runway
Taxiway
Telescopic corridor
Piste
Taxiway
Couloir télescopique
Jetway
Parking area
Passerelle
Zone de stationnement
Terminal
Control tower
Car rental
Terminal
Tour de contrôle
Location de voitures
Foreign exchange office
ATM / cash machine
Luggage complaints department
Bookshop
Newsagency
Lost and found
Visitor information
Chapel
Infirmary
Cell phone charger kiosk
Luggage carts
Play area
Drinking fountains
Restrooms
Lifts (GB) / Elevators (US)
Departure
Arrival
Check-in desk
Boarding gate
Passport control
Locker
Information board
Baggage claim
Departure lounge
Arrivals lounge
Domestic flight
Medium distance / haul
Long distance / haul
Wing
Nose
Engine
Landing gear
Body
Information board
Counter
Scales
Waiting line
Computer
Printer
Bureau de change
Distributeur d’argent
Réclamation bagages
Librairie
Marchand de journaux
Objets trouvés
Bureau d’information
Chapelle
Infirmerie
Kiosque de chargement téléphones
Chariots bagages
Aire de jeux
Fontaines
Toilettes
Ascenseurs
Départ
Arrivée
Comptoir d’enregistrement
Porte d’embarquement
Contrôle des passeports
Consignes
Tableaux d’affichage
Livraison bagages
Salle des départs
Salle des arrivées
Vol intérieur
Moyen courrier
Long courrier
Aile
Nez
Moteur
Train d’atterrissage
Fuselage
Tableau d’affichage
Comptoir
Balance
Ligne d’attente
Ordinateur
Imprimante
10

Luggage belt
Keyboard
Screen
Tag printer
Boarding pass printer
Tapis bagages
Clavier
Ecran
Editeur de tag
Editeur de cartes d’embarquement
11

IDifferent types of trips : a) Conversation :
How do you organize a trip ?
What are the different steps you take when planning a trip?
What is your favourite type of holiday?
Do you prefer active or relaxing holidays? Why?
Which is better, package tour or a tour you organize and book yourself?
... b) Now write the words next to their definitions : go camping – hike – honeymoon – pilgrimage – humanitarian trip – safari – cruise – trek -
- __________________________ : a journey, which is often long and difficult, to a special place for religious reasons
- __________________________ : a journey on a large ship for pleasure, during which you visit several places
- __________________________ : a holiday taken by a man and a woman immediately after their marriage
- __________________________ : an organized journey to look at, or sometimes hunt, wild animals, especially in Africa
- _________________________ : when you stay in a tent on holiday
- __________________________ : to walk a long distance, usually over land such as hills, mountains or forests
- __________________________ : a long walk, especially in the countryside
- __________________________ : involved in or connected with improving people's lives and reducing suffering
II- Different sorts of travellers : a) Write the correct words next to their definitions : backpacker – mountaineer – scuba-diver –missionary – tourist - hitchhiker – embassy staff -
- __________________________ : a person who goes swimming under water with special breathing equipment
-___________________________ : to travel by getting free rides in someone else's vehicle
- ___________________________ :a person who climbs mountains as a sport or job
- ____________________________ : a person who travels with a backpack
- ____________________________ : a person who has been sent to a foreign country to teach their religion to the people who live there
- ____________________________ : the group of people who represent their country in a foreign country
- ____________________________ : someone who visits a place for pleasure and interest, usually while they are on holiday
12

b) Look at the IATA codes below and say which types of passengers they refer to :
CHD
INF
UMNR
WCH
BLND
DEAF
FQTV
VIP
PETC c) What do you call the passengers below :
Frequent traveller – infant – adults – deaf people – disabled people – pregnant women – children – elderly people – unaccompanied minors – blind people –
1 people over sixty years old
2 children under 12 who travel alone
3 passengers aged 2 to 11
4 passengers under 2 years old
5 passengers over 12 years old
6 passengers who cannot see
7 passengers who cannot hear
8 women expecting a baby
9 passengers in a wheelchair
10 passengers who often travel d) Here is a list of services provided by different companies. Classify them in the chart below according to the type of passengers they refer to (sometimes more than one answer is possible).
VIP lounge – à la carte dining – three course meal – snacks – fine wines – blanket – cushions
– baby bottle warming – wheelchair - laptop connections – wireless internet access – extra legroom – privacy – extensive menu – in-flight entertainment – cotton sheets and pillows – stretcher – Moses basket – special meals (Muslim, vegetarian,...) – headphones – in-flight magazines – refreshing towel – traveller’s kit – assistance -
First class Business class All classes Passengers with special assistance
13

2) Children fares :
Fill in the blanks with the words below : looked after – arrival - escorted - games - designated – care - meal – reservation - served
- badge–
Your children will be _________________ for the duration of their trip. A ___________ enables them to be identified easily, and ensures they are accompanied from check-in through to arrival, where they are met by the people you ______________________.
On all flights over 2.5 hours, a ____________ adapted to their tastes and needs is provided.
Children aged 9 years and older are ____________ "just like adults". Remember to order the children's meal when making your __________________ or purchasing your tickets.
_______________ and gifts are distributed on all flights. During transfers, your children are
_________________.
Children receive the same ________________ at check-in, during the flight and, transfers, and upon _________________. Different activities are offered to make their flight more enjoyable:
3) Passengers requiring special assistance : a)Write the IATA codes next to the following passengers :
PETC – DEAF – LANG – WCHS - AVIH – UMNR – WCHC - WCHR - MAAS - DEPA –
FQTV - DEPU – MEDA –INAD – OXYG – STCR –INAD –
Pet travelling in the cabin
Animal travelling in the hold
Blind passenger
Deaf passenger
Deported passenger escorted
Deported passenger unaccompanied
Frequent traveller
Unaccompanied minor
Passenger travelling in a wheelchair, able to climb stairs
Passenger travelling in a wheelchair, unable to climb stairs
Passenger unable to move and climb stairs
Passenger needing oxygen
Passenger needing medical assistance
Passenger travelling on a stretcher
Passenger unadmitted by immigration services
Passenger aged 12 to 17 needing limited assistance
Passenger needing assistance to make his/her way through the airport
Person accompanying infant or passenger on a stretcher
Passenger who does not know the language of the country
14

b) Now complete the following text : batteries – pre-boarding - accepted - advise - devices – free of charge - personnel – gate-
Qualified disabled passengers requiring special seating on board the aircraft should inform our reservations __________________ AND our check-in staff upon check in for the flight.
Canes, walkers and other assistive _________________ capable of being collapsed small enough to fit into approved over head and under seat stowage areas are welcome and do not count toward a carry-on item limit. Transport of such items is ___________________.
Spillable ___________________ that cannot remain in an upright position must be placed in special shipping boxes and treated in accordance with dangerous goods packaging procedures. Passengers must _________________ the company at least 48 hours before departure of the need for an appropriate battery box.
Non-collapsible wheelchairs are ________________ as checked baggage. These items can be checked at the main ticket counter or the departure _____________. Special wheelchair service that allows you to check your wheelchair at the departure gate and claim it at your arrival gate is available at all airports.
Passengers with special needs, upon request, will be provided ___________________ assistance allowing the opportunity to be seated prior to general boarding. c)Find the following words in the text :
- appareils d’assistance :
- zones de rangement :
- gratuit :
- vertical :
- boîtes d’expédition :
- pliable :
- offrant la possibilité de : - renversable : d) Now answer the following questions :
1- Who should disabled passengers needing assistance inform?
2- Under which conditions can assistive devices be carried on board?
3- Which procedures should you follow when transporting a battery?
4- What should you do when travelling with a non-collapsible wheelchair?
5- Where do you check your wheelchair?
6- What if you need individual assistance?
15

III- Oral comprehension : Getting customers’ loyalty
1) Answer the following questions :
-What is the programme called?
-Who was it made for?
-What do you collect?
-What can you earn?
2) Now listen again and fill in the blanks :
The British Airways ______________ _____________ isn't just another _____________
____________ programme. It's been designed to _______________ and ______________ business ______________ every time they _________________.
As a member you can earn BA _________________ which you can exchange for
_________________ to over ______________________ destinations worldwide. What's more, you can __________________ ________ ____________ when you fly with our partner
________________, in addition to using our ______________, _________ _____________, business and _________________ _____________________.
You'll also earn Executive Club Points, enabling you to ascend to the higher tiers of
_________________. Blue is the entry tier, where you'll have access to
___________________ online services, including online check-in.
Earn enough Points to move into the Silver and Gold tiers, and you will also _____________
___________ access to our ________________ __________________ of over
_________________ Executive Club and oneworld™ alliance lounges. You can take advantage of many other __________________ ___________________, all designed to make your ______________ ______________ easier.
If you wish to plan your travel _____________________ and receive tailored offers, then being an online registered _________________ is for you. Register today and you can enjoy quicker, easier booking and news and offers matched to your preferences.
In addition, _________________ _____________ and benefit from a host of
______________ ________________ including online check-in and the ______________ to request your seat and meal for your next flight.
IV- Translate the following sentences :
1- Des passagers attendent dans la salle de départ.
2- Qui s’occupe de ce mineur non accompagné?
3- L’agent aide la vieille dame à embarquer.
4- Regarde! Au moins cinquante passagers attendent devant le comptoir d’enregistrement.
5- Attends! L’agent est en train de peser les bagages.
16

VOCABULAIRE CHAPITRE 3
ENGLISH FRENCH
Child
Infant
Unaccompanied minor
Enfant
Enfant de moins de deux ans
Mineur non accompagné
Wheelchair
Blind
Fauteuil roulant
Aveugle
Deaf
Dumb
Frequent traveller
Loyalty
Pet
Sourd
Muet
Voyageur abonné
Fidélisation
Elderly people
Pregnant women
Disabled
Blanket
Cushion
Animal de compagnie
Personnes âgées
Femmes enceintes
Handicapés
Couverture
Coussin
Headphones
Baby bottle warming
Stretcher
Deported
Backpacker
Ecouteurs
Réchauffage biberon
Berceau Moses basket
Laptop
Wireless internet access
Ordinateur portable
Accès wi-fi
Civière
Déporté
Baroudeur
Randonneur de montagne Mountaineer
Scuba-diver
Missionary
Tourist
Hitchhiker
Embassy staff
Plongeur
Missionnaire
Touriste
Auto-stoppeur
Personnel d’ambassade
Go camping
Hike Randonner
Honeymoon
Aller en camping
Pilgrimage
Humanitarian trip
Safari
Cruise
Lune de miel
Pèlerinage
Voyage humanitaire
Safari
Croisière
Trek
Assistive devices
Collapsible
Spillable
Upright
Shipping box
Trek
Appareils d’assistance
Pliable
Renversable
Vertical
Boîtes d’expédition
17

1) Conversation :
How many countries are there in the European Union ?
Can you make a list of them?
Which countries have you been to?
What is your dream country?
Would you be ready to go and settle in a different country?
2) Classify the following countries in the chart below :
Afghanistan – Austria – Brazil – Bolivia – Bulgaria – Cameroon – Chile – China – Cuba
– Czech Republic – Croatia – Ecuador – Estonia – Gabon – Honduras – Ireland – Jordan
– Lebanon – Luxembourg – Malta – Mauritius – Mexico – Namibia – New Caledonia –
Paraguay – Peru – Portugal – Rwanda – Slovenia – Sudan – Thailand – Tunisia – Turkey
– United Kingdom – Uruguay – Venezuela – Vietnam – Zambia -
AMERICA EUROPE AFRICA ASIA AUSTRALIA
18

3) Write the country next to the capital city :
COUNTRY CAPITAL
CITY
Algiers
Buenos Aires
Canberra
Vienna
Brussels
La Paz
COUNTRY CAPITAL
CITY
Quito
Cairo
Addis Ababa
Helsinki
Tegucigalpa
Budapest
COUNTRY CAPITAL
CITY
Asuncion
Lima
Warsaw
Lisbon
Bucarest
Kigali
Brazilia
Sofia
Yaounde
Ottawa
N’djamena
Santiago
Beijing
Bogota
San Jose
Yamoussoukro
Zagreb
Havana
Prague
Reykjavik
New Delhi
Tehran
Baghdad
Rome
Tokyo
Nairobi
Beirut
Kuala
Lumpur
Bamako
Mexico
Rabat
Amsterdam
Wellington
Berne
Bangkok
Ankara
Washington
DC
Hanoi Copenhagen
4) Geography quizzes : a) Where can you find these landmarks?
Dakar
Bratislava
Ljubjlana
Mogadishu
Pretoria
Madrid
Colombo
Mbabane
Stockholm
5th Avenue
St Paul’s Cathedral
Loch Ness
Piazza San Marco
19

b) Where can you find these mountain ranges or peaks :
Appalachians
Urals
Aneto Vesuvio
Kilimandjaro c) Which flags are these?
South Africa – Canada – Lebanon – Japan - Argentina – Ireland - Hong Kong – Algeria –
Paraguay – Israel -
4
5
Oral comprehension :
Listen to the description of the following countries and find out which country it is :
1
2
3
20

5) Where have you been?
Present perfect.
I have been to...
Role play : have you ever?
A tropical country – an English speaking country – see a tornado – experience turbulence – experience an earthquake – climb on top of the Eiffel Tower – cross the Golden Gate Bridge – visit the British Museum – swim in the Pacific Ocean – travel in first class – eat a pizza in
Italy or a paella in Spain – drink Californian wine – speak with Chinese people – learn
German at school –
21

VOCABULAIRE CHAPITRE 4
COUNTRY ADJECTIVE
Africa African
America
Argentina
Austria
American
Argentinian
Austrian
Autralia
Bangladesh
Belgium
Brazil
Australian
Bangladesh(i)
Belgian
Brazilian
Britain
Cambodia
Chile
China
Colombia
Croatia
British
Cambodian
Chilean
Chinese
Colombian
Croatian the Czech Republic Czech
Denmark Danish
England English
Finland
France
Germany
Greece
Holland
Hungary
Iceland
Finnish
French
German
Greek
Dutch
Hungarian
Icelandic
India
Indonesia
Iran
Iraq
Ireland
Israel
Jamaica
Japan
Indian
Indonesian
Iranian
Iraqi
Irish
Israeli
Jamaican
Japanese
NOUN an African an American an Argentinian an Austrian an Australian a Bangladeshi a Belgian a Brazilian a Briton/Britisher a Cambodian a Chilean a Chinese a Colombian a Croat a Czech a Dane an Englishman/Englishwoman a Finn a Frenchman/Frenchwoman a German a Greek a Dutchman/Dutchwoman a Hungarian an Icelander an Indian an Indonesian an Iranian an Iraqi an Irishman/Irishwoman an Israeli a Jamaican a Japanese
22

Mexico
Morocco
Norway
Peru the Philippines
Poland
Portugal
Rumania
Russia
Saudi Arabia
Scotland
Mexican
Moroccan
Norwegian
Peruvian
Philippine
Polish
Portuguese a Mexican a Moroccan a Norwegian a Peruvian a Filipino a Pole a Portuguese
Rumanian
Russian a Rumanian a Russian
Saudi, Saudi Arabian a Saudi, a Saudi Arabian
Scottish a Scot
Serbia Serbian the Slovak Republic Slovak
Sweden Swedish
Switzerland
Thailand
The USA
Swiss
Thai
American
Tunisia
Turkey
Vietnam
Wales
Yugoslavia
Tunisian
Turkish
Vietnamese
Welsh
Yugoslav a Serb a Slovak a Swede a Swiss a Thai an American a Tunisian a Turk a Vietnamese a Welshman/Welshwoman a Yugoslav
23

I- At the check-in desk : a) Oral : explain what a passenger and a check-in agent do at the check-in desk. b ) For each of the sentence below, circle the right answer :
1
Check-in counters are open two hours before the scheduled flight
......... time.
A
B
C
D going arrival departure transit
2
3
4
5
6
7
8
9
It is the passenger's responsibility to ensure their ......... is valid for entry and theyhave fulfilled all immigration requirements in the country of destination.
Passengers are required to produce appropriate ......... at the check-in counter.
A
B
C
D
A
B
C
D
Passengers are advised to be at the ......... gate at least thirty minutes before the scheduled departure time of their flight.
A
B
C
D
If you fail to check in on time or fail to board the aircraft by the time the aircraft departs, the fare you paid will not be ......... to you for any reason whatsoever.
Children below age 12 will not be accepted for ......... unless they are accompanied by a person of at least 18 years of age.
A
B
C
D
Passengers are strongly ......... not to check in valuable and fragile items as baggage.
A
B
C
D
A
B
C
D
Passengers are required to retrieve their ......... as soon as it is available for collection at their place of destination.
It is the passenger's responsibility to ......... all outgoing flights at least
72 hours prior to departure.
A
B
C
D
A
B
C
D endorsement passport document papers passport visa ticket identification boarding ticket departure arrival returned remunerated refunded rewarded journey voyage carriage trip
advised
informed
told
reminded ticket baggage boarding pass
passport
rebook
reorder
reserve
reconfirm
24

10
Passengers must ......... at the airport sufficiently in advance of the scheduled flight departure time to permit completion of government formalities and check-in procedures.
A
B
C
D
depart
transit
arrive
transfer c) Link the words to their translations :
1-Luggage belt / conveyor belt
2-Tag / sticker / label
3-Check-in desk / check-in counter
4-Carry-on / cabin / hand luggage
5-Hold luggage / checked luggage
6-Extra charge
7-Delayed flight
8-Postponed flight
9-Cancelled flight
10-Passport
11-ID
Heure de fermeture de l’enregistrement
Surpoids
Vol différé
Passeport
Papiers d’identité
Vol annulé
Limite bagage autorisée
Bagages cabine
Bagage soute
Comptoir d’enregistrement
Surclasser
12-Luggage weight allowance
13-Excess baggage
14- To change a ticket
15- To upgrade
16-Check-in closing time
Tapis bagage
Modifier un billet
Surcoût
Etiquette
Vol retardé d) What are the different pieces of information you can find on the boarding pass?
II- Oral comprehension : a) Listen to the conversation at the check-in counter and complete the grid below :
Passengers’s name
Place of departure
Destination
Connection
Departure time
Delay?
Documents
Luggage
Weight allowances
Luggage weight
Carry-on luggage
Information about flight
Seating preference
Reason
What he must go through in ¨Paris
25

b) Now listen again and fill in the blanks :
Next in _____________, please.
Check-in soon and what’s your __________________ today?
_______________, France. _________________ through Paris. Is departure still at
_______________?
Yes, indeed. Everything’s _______________ today. Can I have your
_________________________________ please?
Are you ______________ any __________________?
Yes, just ____________________. But could you tell me what the
_____________________________________ is? I think I might be
_________________________.
35 kilos. Could you please _________________ your suitcase on the
_________________ Mr Strauss ?
-
OK. That’s a ________________.
And I see you have one carry-on bag. There is a ___________________ that are
__________________ in your __________________ baggage. Please be sure you check before you go through this _____________________.
Sure, could you tell me if the ________________ is very _________________?
It’s almost _________________ but you’ll have ___________________________.
Your reservation is __________________. Do you have a
______________________? ___________________________? Well, I’d just like an
_____________________ near the ________________ so I can
_________________________ in Paris. My connection is quite ________________ and I want to get through _________________________________ as quickly as possible.
I see but I don’t think it will __________________. Your luggage is checked through in Nice but you still have to __________________________ the customs in Paris yourself. So being first in line at immigration probably won’t ______________ you any _____________.
-
Well, I’ll ______________ it anyway. So, _________________________ if you could put me in an aisle seat ________________________________.
We certainly can.
Ok Sir, you’re in ______________________ on flight ______________ departing from ___________________ at 11.45. ___________________ your passport and boarding pass and the gate is over to your __________________.
Thank you very much.
_____________________________, Sir.
III- Learn to talk to your passengers : a) Traduire les phrases suivantes :
- Puis-je voir votre billet et votre carte d’identité s’il vous plaît ?
- Où souhaiteriez-vous vous asseoir ?
- Pouvez-vous mettre votre bagage sur la balance ?
- Combien de bagages souhaitez-vous enregistrer ?
- Avez-vous des bagages à main ?
26

- Je suis désolée mais il n’y a plus de siège hublot.
- Avez-vous commandé un repas végétarien ?
- C’est un vol de trois heures.
- Voici votre carte d’embarquement.
- Pouvez-vous remplir ce formulaire ?
- L’embarquement s’effectuera à partir de 17h.
- Veuillez vous rendre à la porte d’embarquement n°24.
- Merci. Faites bon voyage. b) Complétez le dialogue suivant :
- _____________________________________________________________________
- Here is my ticket and wait...Here is my passport.
- _____________________________________________________________________
- Just one piece.
- _____________________________________________________________________
- Yes, I have a backpack and this little handbag.
- _____________________________________________________________________
- By the window if that’s possible.
- _____________________________________________________________________
- Oh, I’ll just seat anywhere then.
- _____________________________________________________________________
- Thanks. When is the boarding?
- _____________________________________________________________________
- How long is the flight?
- _____________________________________________________________________
- Thanks. Have a nice day.
- _____________________________________________________________________ c) role play : at the check-in desk.
IV- Miscellaneous : a) Conjuguez au prétérit :
1) _________ you ________________ (order) a special meal when you
______________ (book) your ticket ?
2) _____________ you _______________ (have) a nice trip ?
3) They ___________________ (go) for a day trip to Madrid.
4) She _____________________ (think) the boarding time was at 6.30.
5) The plane __________________ (not/ land) at the expected time.
6) They ____________________ (not / make) a stopover in Singapore.
7) He __________________ (choose) this job because he ______________ (know) someome working at the airport who _________________ (tell) him about the job.
8) _____________ you ________________ that passenger waiting over there?
27

b) Complete this chart with the irregular verbs :
INFINITIF
Begin
Choose
Come
Drink
Eat
Fly
Forget
Have
Leave
Meet
Send
PRETERIT
Brought
Broke
Fell
Went
Lost
Put
PARTICIPE PASSE
Bought
Done
Fought
Given
Heard
Made
5-
Think c) Oral comprehension :
Sold
Told
Taken
Understood
Listen to these passengers spelling their names and write them down.
NAMES
1-
2-
3-
4-
TRADUCTION
28

d) What time is the boarding ?
Listen to the times and place the hands in the clocks :
Write down the times :
6 pm
5.05
10.55
7.20 am
11.45
6.50 pm e) Traduire :
il y a une heure :
la semaine dernière :
hier matin :
la nuit dernière :
ce matin :
dans l’après-midi :
ce soir :
toute la soirée :
la nuit :
demain soir :
dans une semaine :
le week-end prochain :
aujourd’hui en huit :
samedi :
une fois par semaine :
deux fois par jour :
trois fois par mois :
une semaine sur deux :
une semaine sur deux :
nuit et jour :
29

VOCABULAIRE CHAPITRE 5
ENGLISH FRENCH
To refund
To board
Rembourser
Embarquer
To advise
To inform
To rebook
Tag/ sticker/ label
Carry-on/ cabin/ hand lugagge
Checked/ hold luggage
Luggage/ conveyor belt
Extra charge
Conseiller
Informer
Réserver à nouveau
Etiquette
Bagage cabine
Bagage soute
Tapis bagage
Surpoids
Poids autorisé
Weight allowance
Excess bag
Delayed
Postponed
Cancelled
ID
To change a ticket
Bagage en surpoids
Retardé
Différé
Annulé
Papiers d’identité
Changer un billet
Surclasser To upgrade
Closing time
Boarding time
Carrier
Boarding gate
Flight number
Aisle seat
Window seat
Middle seat
Emergency exit
Date de fermeture
Heure d’embarquement
Transporteur
Porte d’embarquement
Numéro de vol
Siège couloir
Siège hublot
Siège milieu
Sortie de secours
Remplir un formulaire Fill in a form
A three-hour flight
Boarding pass
Un vol de trois heures
Carte d’embarquement
Commander To order
30

Exprimer ses excuses, exprimer des plaintes, exprimer des regrets. a) Link the words to their translation :
1-To take off
2-To land
3-Departure
Être annulé
Faire escale
Prendre la navette
4-Leaving from
5-Destination
6-To call at
7-To be due at
8-Non-stop
9-Connecting flight
10-Domestic flight
11-International flight
12-Boarding area
13-To catch a flight
14-To catch the shuttle
15-Airfare
16-To miss
17-To be delayed
18-To be postponed
19-To be grounded
Tarif des billets
Être prévu à
Vol intérieur
Zone d’embarquement
Rater
Être retardé
Correspondance
Vol direct
Départ
À destination de
Être différé
Décoller
Atterrir
Partant de
Prendre un vol
Etre retenu au sol
Vol international 20-To be called off
31

b) Complaining and apologizing :
Say which sentences express complaints and which express excuses. Translate them.
We are sorry.
I’m not satisfied with this way of treating customers .
I didn’t mean to hurt you.
We do apologize.
We hope you’ll understand.
I didn’t realize
I was disturbing you. Please forgive us.
I had no intention of shocking you..
Please accept our apologies.
This won’t do !
This is totally unaccepta ble !
I’m afraid
I’m a bit late.
There must be some sort of misundersta nding.
I know I shouldn’t have said that.
I’ve come to complain about the service.
I’ve got a complaint about your staff.
You should have told me before.
Such things shouldn’t happy.
You’re to blame for it.
You weren’t supposed to do that !
32

c) Role play. Express complaints and apologies.
Flight 5487 to Bangkok has been cancelled due to heavy downpours on arrival.
Express apologies. Passengers complain.
-
Passenger’s suitcase heavily overweight. Ask them to pay 200 euro extracharge.
Passengers complain.
Flight 6732 to Miami cancelled due to strike at the airport. Passengers complain.
Flight delay due to heavy traffic . Passengers waiting to go on holiday complain.
Plane 8090 to Moscow overbooked. Passengers have to put off their flight.
Complaints. d) Expressing regrets :
Observe the following sentences :
If my alarm clock had rung , I would have caught my plane.
If the plane had not been cancelled , I would have been on time.
I would have taken another company if I had known .
I wouldn’t have accepted
if I had realized what he was.
Now create sentences with IF to express regrets about the following situations :
1) You forgot to book your tickets in advance and now the fares are very expensive.
2) A passenger has been disembarked because he was aggressive. You think the security staff did not do their job properly.
3) Your luggage has been destroyed. You regret leaving it unattended.
4) Your wallet has been stolen. You have not been careful enough.
5) Your colleague made a mistake. You think she should have asked her supervisor.
33

Expressing regrets :
Look at the following ways of expressing regrets and translate them :
I regret saying that.
We regret to inform you that your flight has been cancelled.
I wish the plane had not been late.
If only they hadn’t cancelled my flight.
What a pity they cancelled my flight. e) Making polite requests :
Ask the following information in a polite and diplomatic way using the word between brackets:
- You want to see someone’s boarding pass (may) :
- You want someone to put their luggage on the scales (kind) :
- You want someone to spell their family name (could) :
- You want someone to show you their ID (mind) :
- You want someone to remove something from their bag. (grateful)
- You ask someone to proceed to the boarding gate. (please)
- You want someone to check that they don’t carry prohibited items (make sure) :
34

VOCABULAIRE CHAPITRE 6
ENGLISH FRENCH
To take off
Décoller
To land
Leaving from
Destination
To call at
Atterrir
Au départ de
À destination de
To be called off
To be due at
Non-stop
Faire escale
Etre annulé
Etre prévu à
Direct
Connecting flight
Domestic flight
International flight
Boarding area
To catch a flight
Avec correspondance
Vol intérieur
Vol international
Zone d’embarquement
To miss a flight
To catch a shuttle
Prendre un vol
Rater un vol
Prendre une navette
Airfare
To be grounded
We are sorry
We apologize
Tarifs des billets
Etre retenu au sol
Nous sommes désolés
Please accept our apologies
I didn’t mean to + BV...
I I had no intention of + ING...
I didn’t realize...
I’m afraid...
Forgive us.
I’m not satisfied with..
I don’t agree with...
This is unacceptable!
This won’t do!
You should have + part passé
To complain about
Nous nous excusons
Veuillez accepter nos excuses
Je n’avais pas l’intention de…
Je n’avais pas l’intention de…
Je n’avais pas réalisé que…
J’ai bien peur que…
Excusez nous.
Je ne suis pas satisfait de…
Je ne suis pas d’accord avec…
C’est inacceptable !
Ca ne se passera pas comme ça !
Vous auriez dû
Se plaindre de
35

I- LUGGAGE DESCRIPTION a) How much do you know about luggage :
Answer the following questions :
1) Definition of luggage.
2) What do you do if a bag is fragile or badly wrapped?
3) Why is it easy to trace a bag?
4) Where should you generally keep fragile items?
5) What are the maximum size and weight of cabin luggage?
6) What is the maximum weight of hold luggage?
7) What happens if the bag is overweight?
8) What sort of information can you find on a luggage tag?
9) What must be kept by the passenger?
10) What sort of other items can you check-in? b) Write the names under the different pieces of luggage : garment bag – flight bag – carry all – vanity case – suitcase - toilet bag – trunk – rucksack – sportsbag -
36

c) Find the questions to ask the following insformation about luggage :
QUESTIONS
TYPE
SIZE
WEIGHT
MATERIAL
COLOUR
SHAPE
USE
II- Restrictions on certain types of goods : a) Read the following text and rephrase the following sentences:
1.
All liquids, gels and aerosols must be in three-ounce or smaller containers. Larger containers that are half-full or toothpaste tubes rolled up are not allowed. Each container must be three ounces or smaller.
2.
All liquids, gels and aerosols must be placed in a single, quart-size, zip-top, clear plastic bag. Gallon size bags or bags that are not zip-top such as fold-over sandwich bags are not allowed. Each traveler can use only one, quart-size, zip-top, clear plastic bag.
3.
Each traveler must remove their quart-sized plastic, zip-top bag from their carry-on and place it in a bin or on the conveyor belt for X-ray screening. X-raying separately will allow security officers to more easily examine the declared items.
1- Passengers must carry liquids in three-ounce or smaller containers.
Liquids...
2- Toothpaste tubes are not allowed.
Passengers ...
3- Each traveler can use only one plastic bag.
Only one...
4- Travelers must remove their plastic bag from their carry-on and place it in a bin.
Plastic bags must...
5- It will allow security officers to more easily examine the declared items.
The declared items... b) Find the questions corresponding to the following answers :
1- ______________________________________________________________________
Yes, provided your instrument does not exceed the maximum dimensions for hand baggage.
2- ______________________________________________________________________
On each flight there is a space for a limited number of skis so you need to book space for your skis in advance.
3- _______________________________________________________________________
All our passengers must pay for checked baggage. You can purchase either one or two pieces of baggage weighing up to 20 kgs each.
37

4- _______________________________________________________________________
You are permitted to bring one piece of hand luggage with a weight of no more than 10 kgs with the following dimensions 56X45X25 cm.
5- ______________________________________________________________________
Yes, but you must make sure to remove the pedals and to turn the handlebars. Please note that we charge a fee for bicycles.
6-_______________________________________________________________________
No, wheelchairs may be brought without charge.
7- _______________________________________________________________________
Yes, laptop computers must be transported as hand luggage.
8- _______________________________________________________________________
It’s easiest to pack your liquids in your checked baggage but if you need to bring liquid items on board, these must be carried in containers of no more than 100 ml in volume.
III- Checking luggage : a) Link the words to their translations : to remove to weigh to attach to overstuff to pack fermer à clé emballer plier peser soulever to fold to wrap to stow tirer trop remplir peser to lift to carry to pull to push enlever attacher faire ses bagages ranger transporter to lock b) demandez ou dites à vos passagers de la façon la plus polie en anglais :
1- de mettre leur bagage sur la balance.
______________________________________________________________________
2- que son bagage est en surpoids.
______________________________________________________________________
3- qu’il va falloir qu’il retire quelque chose de sa valise.
______________________________________________________________________
4- qu’il va devoir payer un surcoût.
______________________________________________________________________
5- combien de bagages il souhaite enregistrer.
______________________________________________________________________
6- qu’il ne peut pas transporter son skateboard en cabine.
______________________________________________________________________
7- que son article doit être correctement emballé.
______________________________________________________________________
8- que la limite de poids autorisée est de 20 kg.
_______________________________________________________________________
38

IV- Les quantifieurs : a)Complétez avec SOME et ANY :
1- Would you like ________________ labels for your bag ?
2- Are there _________________ aisle seats available?
3- _______________ agents will assist you to your boarding gate.
4- There aren’t __________________ more window seats available. b)Complétez avec MUCH ou MANY :
1- How ___________________ bags are you checking in?
2- There are so _____________________ passengers today.
3- How ___________________ luggage do you have?
4- I’m sorry but I don’t have ________________ time.
39

VOCABULAIRE CHAPITRE 7
ENGLISH FRENCH
Trunk
Vanity case
Coffre
Sac vanity
Carry-all
Suitcase
Rucksack
Flight bag
Sac fourre-tout
Valise
Sac à dos
Garment bag
Toilet bag
Sac cabine
Sac vêtements
Trousse de toilette
Sports bag
X-ray screening
To remove
To weigh
To attach
To overstuff
To pack
To fold
To wrap
Sac de sports
Passage aux rayons X
Enlever
Peser
Attacher
Trop remplir
Faire ses bagages
To stow
To lift
To carry
To push
To pull
To lock
Plier
Emballer
Ranger
Soulever
Transporter
Pousser
Tirer
Fermer à clés
40

1) Read the following text and then answer passengers’ questions :
The pet should be at least eight weeks old and fully weaned.
The pet cannot be ill, violent, or in physical distress.
According to the ASPCA and many veterinarians, as well as most airlines, pets should not be sedated for air travel. If you are concerned about your pet being over anxious during travel, then please discuss this with your veterinarian. Make sure that your pet’s nails are trimmed to avoid snagging on the travel crate’s door or some other object.
The pet should have all necessary health certificates and documentation.
The travel crate must meet the airline’s standards and be large enough for the pet to lie down comfortably, turn around, and stand freely. Mark the crate with “Live Animal — This Side Up” and include your name, address, and telephone number in case she gets lost or misplaced in transit. You also should include the name, address, and telephone number of your destination. New Regulations —
Containers constructed after October 1, 2000 must meet the following requirements -- The door must be constructed of welded or cast metal of sufficient gauge or thickness to prevent the animal from bending or distorting the door. The door hinge and locking pins must engage the kennel by at least 1.5 cm (5/8") beyond the horizontal extrusions above and below the door opening where the pins are fitted.
Your pet may be more comfortable if you place an old towel, blanket, or toys in the crate.
Book a nonstop flight and take temperatures into consideration. During the summer, fly at night when it’s often cooler. In the winter, fly during the day when it’s warmer.
Certain short-nosed dogs such as pugs cannot breathe well in airplane cargo areas. Avoid flying with these particular breeds.
Do not feed your pet just before traveling due to the potential for an upset stomach during the flight.
Give your pet frozen water or, if possible, some ice cubes that will melt slowly (and hopefully will not dump out during boarding).
Plan your trip well in advance and make sure you follow all airline regulations. Plan to check-in at the airport at least three hours before the flight departs
41
IATA approved pet crate

2) AIR FRANCE requirements :
Pair work – Ask your partner information to complete your grid.
Grid and text B are at the end of the book.
IN THE CABIN
Type of animals
Restrictions
-
-
-
-
-
Practical information
Health conditions -
-
-
In the hold
The captain will be informed that your pet is in the hold and will take the necessary steps to ensure its comfort during the flight (lighting, heating).
Dogs and cats weighing more than 5 kg must be transported in the hold.
Preparation: The passenger must prepare the animal for the trip and follow the requirements for transport: size of kennel, materials, etc.
Restrictions : for their own safety, pets may not be brought on board if their kennel does not comply with requirements.
Suggestions : to help you locate a suitable kennel, we recommend that you contact an Air
France travel agent prior to departure. You may also want to ask the advice of your veterinarian.
Conditions :


 a valid Veterinary Certificate (stating owners details, a description of the animal, details of identification and vaccinations) valid rabies vaccines a tattoo or a microchip (compatible with standards ISO-11784)
3) Modals :
Make a list of requirements using MUST
And a list of possibilities using MAY or CAN
42

1) Pre-boarding announcements to long-haul flights :
Good morning Ladies and Gentlemen, boarding of _____________ LH5420 to Tokyo will
______________ in ten minutes. You will __________________ your seat row
________________ in the right hand corner of your ___________________ card.
2) Basic announcement / families with young children.
Good evening Ladies and Gentlemen. Air France flight 4231 to Berlin is ready for
__________________. Flight _____________________ is scheduled to be on time. Please have your identity ____________________ ready for inspection. Families travelling with very young ____________________ are invited to _______________ first at ___________
12.
Passengers ___________________ in rows 50 to 25 are __________________ to board at gate 12. On behalf of Air France KLM member of Skyteam, we wish you a ______________ flight.
Passengers seating in __________________ 25 to 1 are _________________ to board at gate
12.
All __________________ are now invited to board at gate 12.
3) Boarding and refueling :
Good afternoon Ladies and Gentlemen, Air France flight 5444 is ______________ for boarding. Flight departure is ______________________ to be on time. Due to refueling, please don’t smoke and turn off your ________________ phones. Please have your
__________________ papers ready for _________________________.
4) Chartered flight :
Good morning Ladies and Gentlmen, Air France _____________ 018 to Tunis is
___________ _________ _______________. Flight ___________________ is scheduled to be _______ _______________. This flight is operated by an Air France aircraft and an Air
France crew.
5) Last call for missing passengers
Ladies and Gentlemen, your __________________ please. This is the last _______________ before doors ___________________. Passengers on Air France flight 778 to Lisbon are invited to _________________ at gate 5.
6) Last call for five or less missing passengers :
Ladies and Gentlemen, your ____________________ _________________. This is the
________________ ____________________ before ______________ _______________ Mr
Jonathan Miller and Mrs Dolores Sanchez Gonzalez, passengers of Air Canada flight 442 to
Lima are invited to board at gate 2. Thank you.
7) Change of boarding gate :
Ladies and Gentlemen, your __________________ please. This ______________________ is for all ___________________ travelling on British Airways flight 521 to Birmingham. We
__________________ you that the boarding gate has changed. Please go to ______________
5 for immediate ____________________.
43

8) Late aircraft turnover :
Your _________________ please. This _______________________ is for _________ passengers ____________________ on Qantas flight 076 to Canberra.
As your _________________ arrived 50 minutes late at Roissy airport, boarding has been rescheduled at 6.40 pm for a departure at 7.10 pm. Thank you.
9) Waiting for clearance :
Good evening Ladies and Gentlemen, we are ___________________ for clearance to board
Delta Airlines flight to Philadelphia Boarding will therefore be postponed by a few minutes.
Please listen ______________________ for further _______________________.
Next announcement should be done within 15 ___________________.
10) Boarding delayed :
Ladies and Gentlemen, Korean Air flight 050 is now ready for ____________________. Air traffic control has ___________________ us that our departure time is now 3.45 pm We will however be _____________________ immediately in case we can _________________ earlier. For ___________________ reasons, please have your identity papers ready for
________________________ before boarding the aircraft.
11) Delayed boarding :
Good afternoon Ladies and Gentlemen, there will be a ________________ of 10 minutes for boarding China Eastern flight to Beijing due to cabin preparation. However our flight is scheduled to leave on __________________. Please wait in this _________________ area.
12) Cancelled flight :
Ladies and Gentlemen, good morning. Emirates flight 809 to Dubai has been
__________________ due to a strike by the airport staff. We __________________ for this trouble. We will give you more _____________________ in a few ___________________.
Your attention please. Passengers of Emirates flight 809 to Dubai which has been cancelled are invited to go to the baggage claim area to pick up their ____________________.
Connecting passengers are ____________________ to go to Emirates desk for more information. Thank you for your understanding.
13) Baggage identification check :
Your attention please. For __________________ reasons, we need to identify your hold
________________________. Passengers who have _________________ in their baggage are ____________________ to go to gate 10. Our staff will help you to _________________ your luggage. Any baggage which has not been ______________________ will not be
_____________________.
44

Objectifs :
Savoir parler de soi, de ses motivations, savoir exprimer ses projets, savoir raconter ses expériences :
I- Comprendre les attentes d’un employeur :
Oral comprehension :
Listen to the text and write down the ten qualities the job interviewer looks for :
1 People with...
2 People who...
3 Evidence of...
4
5 Inner motivation based on...
6 Someone who...
7 The need to...
8 A candidate who does not just...
9
10
Now read the paragraphs below and write the appropriate title above each of them :
1-
Loyalty means not that you agree with everything another person says or that you believe someone else is always right. Loyalty means that you share a common ideal with another human being and, regardless of minor differences, both fight for it, shoulder-to-shoulder, confident in one another’s good faith, trust, constancy, and affection.
2-
Individuals make up teams, but compatible individuals make the best teams. Any candidate who is unnecessarily touchy and thin-skinned at an employment interview will probably be abrasive and disruptive if he/she joins the team. A get-along, go-along person who also works hard is a jewel because his/her shine attracts people like him or her.
3- includes : o o o o
Parents, heroes, or mentors who believed in hard work
Work-oriented spare-time interests
Willingness to take a second job
No concern at all with hours worked -- no clock watching
45

o o o
High career goals
Completes anything undertaken
Paid own way through college
4-
Some people are, quite simply, born with more energy than others. At an interview, or almost anywhere, they naturally exude vigor, enthusiasm, and drive. They want and need to be active, up and doing. You can sense this quality in a person almost as soon as he or she walks into the room. It is an innate drive that puts a spring in his/her step and makes his/her eyes sparkle. Put your money on just such a person.
5-
People grow up three ways: physically, intellectually, and emotionally. Most executives mature physically and intellectually, but emotional maturity can never be taken for granted. Immature people aren’t a good employment risk as line executives because, like most children, they are essentially concerned with their own immediate gratification and because they tend to see the employer as a sort of Santa Claus. Conversely, the best index of maturity is consideration and concern for the well-being of other people.
6-
You want to hire a person with fire in his or her belly, of course, but at the same time you don’t want a rebel without a cause. The best job-seeking candidates can temper hostilities with tact and, if they can’t do that, you as the interviewer may be in for trouble. So, watch for evidence of spite unreasonably directed toward previous employers and associates.
7-
It’s not so much what you have or where you were born that counts as what you did with what you had and what you make of your own life. In trying to determine what you did with what you had, I always subtract what you began with from what you have now and look at the difference.
8-
If you hire a mercenary, someone who believes in your cause only as long as the money is good, then you may be courting trouble. Such a person usually lacks any inner job motivation and, as a result, often harbors a deep resentment of his/her dependency upon the employer
9-
Evidence of this agreeable condition can be discovered by looking for a goal-oriented individual with a history of completing anything undertaken. Examples include: finishing a college degree, writing an article and getting it published, or successfully putting together a sound and profitable business enterprise.
46

10-
If the candidate is at all sensitive to the expectations of corporate life, he or she will have dressed with care and got the rest of his/her act together too.
If a candidate arrives in attire more suitable for a golf outing than a corporate setting, then you may immediately infer that he/she lacks role awareness. And if he or she lacks it on this particular day, you may be sure he/she will never have it.
II- TIPS FOR YOUR JOB INTERVIEW
Listen to the text and complete :

____________________ as much as you can about the _________________ - products, ____________________, markets, _____________________, trends, current activities, priorities.

Prepare your __________________ for the type of questions you'll be asked, especially, be able to say why you want the job, what your _______________ are, how you'd do the job, what your best ___________________ are.

Prepare good questions to ______________at the _________________.

________________ hard _______________ (make sure it's ______________ and concise) of how what you've ___________________ in the past - ______________ will put you ahead of those who merely talk about it.

Make sure your ____________________ is up to date, looking very good and even if already supplied to the ____________________ take it with you.

Review your personal ________________ and be able to speak ______________ and
_________________ about them and how you plan to achieve them.

___________________ you have two or three really good reputable and relevant
_________________, and check they'd each be happy to be __________________.

Adopt an ________________________, alert, positive mind-set.

Particularly think about how to deal _____________________ with any negative aspects - especially from the perspective of telling the __________________, instead of evading or distorting facts, which rarely _____________________.

Try to get some experience of _____________ ___________. Discover your personality strengths and __________________ that would be indicated by a test, and be able to answer questions positively about the ________________.

Think about what to ____________________.
Now find the jobs corresponding to the definitions : strength – research – achievement – references – weakness – competition – proof – resume/CV – up-to-date – interview – goal -
1) something very good and difficult that you have succeeded in doing: ______________
2) an aim or purpose: _______________________
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3) a meeting in which someone asks you questions to see if you are suitable for a job or course: ________________________
4) a detailed study of a subject, especially in order to discover (new) information or reach a (new) understanding: _________________________
5) when someone is trying to win something or be more successful than someone else:
___________________________
6) a letter that is written by someone who knows you, to describe you and say if you are suitable for a job or course, etc: _________________________
7) when someone or something is not strong or powerful: ______________________
8) the ability to do things that need a lot of physical or mental effort: _________________
9) a short written description of your education, qualifications, previous employment and sometimes also your personal interests, which you send to an employer when you are trying to get a job : _______________________
10) a fact or piece of information which shows that something exists or is true:
_____________________
11) modern, recent, or containing the latest information: ______________________ questions to avoid asking


"How many weeks holiday do I get?.."
"When would I get a pay-rise?.."
 "What are the lunch times?.."


"What sort of car do I get?.
 "What other perks are there?.."
"What are the pension arrangements?.."


"Do you have a grievance procedure?.."
 "What expenses can I claim for?.."
"How soon before I could get promoted?.."
 "When is going-home time?.."
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IIII- Job interview questions :
Listen to the job interview questions and for each, tick the right answer :
1 A- He wants the interviewee to introduce him/herself.
B- He wants the interviewee to talk about his/ her previous experiences.
2 A- He wants to know if the interviewee has already worked under pressure.
B- He wants to know if the interviewee is able to deal with pressure.
3 A- He wants to know what motivates the candidate.
B- He wants to know what the candidate expects from the company.
4 A- He wants to know if doing this job was a difficult decision.
B- He wants to know if he/ she has already had to make tough choices.
5 A- He wants to know what he/ she regrets the most.
B- He wants to know about the biggest success in his/ her life.
6 A- He wants to know if he/ she has a team spirit.
B- He wants to know if he/ she has already worked in a team.
7 A- He wants to know what was difficult in his/ her job.
B- He wants to know if he/ she’s been able to overcome difficulties.
8 A- He wants to know what he/ she likes about the position.
B- He wants to know what are his/ her hobbies.
9 A- He wants to know about his/ her previous experiences.
B- He wants to know if he/ she has other skills for the job.
10 A- He wants to know if he has applied to other jobs.
B- He wants to know about his/ her reasons for applying.
11 A- He wants to know what the candidates knows about the company.
B- He wants to know what the candidate is ready to do for the company.
12 A- He wants the candidate to convince them.
B- He wants to know if he/ she has ever been fired.
13 A- He wants to know how the candidate has known about the company.
B- He wants to check that the candidate knows a few facts about the firm.
14 A- The employer asks if the candidate has questions.
B- The employer asks the candidate if he knows the company.
15 A- The employer asks the candidate about his/ her future projects.
B- The employer asks the candidate about his former boss.
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IV- Read the following advice and say to which question they apply best :
I do not have a pet peeve. If something is bothering me, I step back, analyze "why" and find a good solution. If you asked my teenage daughter she would tell you my pet peeve is the volume on her radio!
Anger to me means loss of control. I do not lose control. When I get stressed, I step back, take a deep breath, thoughtfully think through the situation and then begin to formulate a plan of action.
 I've learned from each boss I've had. From the good ones, what to do, from the challenging ones - what not to do.
 I spent time being a stay-at-home mom and volunteering at my daughter's school.
 The company was cutting back and, unfortunately, my job was one of those eliminated.
 I found myself bored with the work and looking for more challenges. I am an excellent employee and I didn't want my unhappiness to have any impact on the job I was doing for my employer.
V- Now prepare yourself to these job interview questions :
1) Tell me about yourself.
2) Why did you leave your last job?
3) What experience do you have in this field?
4) What do co-workers say about you?
5) What do you know about our company?
6) What have you done to improve your knowledge in the last year?
7) Are you applying for other jobs?
8) Why do you want to work for us?
9) Do you have a team spirit?
10) What is your philosophy towards work?
11) Have you ever been asked to leave a position?
12) Why should we hire you?
13) How would you be an asset to this company?
14) What irritates you about co-workers?
15) What are your greates strengths?
16) Tell me about your dream job?
17)
Why do you think you’d do well in a job?
18) What has disappointed you about a job?
19) Tell me about your ability to work under pressure?
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20) What qualities do you look for in a boss?
21) Tell me about a time you resolved a conflict with others?
22) What motivates you to do your best on the job?
23) Would you be willing to relocate?
24) What have you learnt from your mistake?
25) Do you have blind spots?
26) How do you propose to compensate for your lack of experience?
27) Do you have any questions?
VI- A useful list of words :
Verbs to apply for to set goals to achieve to improve to be eager to to complete to conceive to classify to solve to graduate to attend a school to meet your expectations to be in charge of +
ING to be responsible for +
ING to be able to + BV
Nouns ability to prioritize problem-solving skills focus on projects positive attitude leadership skills loyalty energy initiative hard work sense of humor holder of high standards a benefit an asset
Adjectives fair loyal accurate active adaptable adept broad-minded competent conscientious creative dependable determined diplomatic discreet efficient energetic enterprising enthusiastic experienced fair tactful trustworthy firm genuine honest innovative logical loyal mature methodical motivated objective outgoing personable pleasant positive practical productive reliable resourceful self disciplined sensitive sincere successful
V- Translate using the right tense :
Traduisez les phrases suivantes après avoir réfléchi au temps (ou au modal) approprié :
1) J’ai étudié au lycée Jacques Prévert de 2000 à 2003 .
Temps à employer : ________________________ Pourquoi ?
Traduction : ____________________________________________________________
2) Je suis actuellement un stage d’agents d’escale chez Aéroform.
Temps à employer : ________________________ Pourquoi ?
Traduction : _____________________________________________________________
3) Depuis six mois, je travaille en tant qu’agent de sécurité à l’aéroport de Roissy.
Temps à employer : ________________________ Pourquoi ?
Traduction : _____________________________________________________________
4) J’ai été employé par Air France de mai 2004 à juin 2005.
Temps à employer : ________________________ Pourquoi ?
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Traduction : _____________________________________________________________
5) Je ferai de mon mieux pour satisfaire à vos exigences.
Modal à employer : ________________________ Pourquoi ?
Traduction : _____________________________________________________________
VI- CV sample :
Kate Jenkins
43 Sicomore Road, Albany, NY 12549
(516) 323-5981 – katej@yahoo.com
EMPLOYMENT OBJECTIVE
Customer Service Agent in the air transportation sector.
SKILLS AND ABILITIES

Extensive experience in servicing customers, both in-person and by telephone, in hospitality and transportation industry.

Communication skills in dealing with customers, co-workers, and employees. Both verbal and written skills are strong.

Well-organized and highly efficient working in a multi-tasking dynamic environment. Ability to plan, organize and supervise the work of others.
WORK EXPERIENCE
Customer Service Agent : AirService Links Inc., New York, NY (2004-2008)
 dealt with customer service concerns and complaints, by phone and in-person
 trained new staff on the use of reservations and flight management software
 worked my way up from trainee to senior agent in less than three years
 developed a new customer-complaint management system that is still in use
Customer Service Agent : Airwest, San Francisco, CA (2002-2004)
Responsibilities included ticket sales, boarding supervision and customer service during a period of phenomenal company growth. Became an expert at problem solving and dealing with customer complaints.
Customer Service Airport : Piedmont Airlines, San Francisco, CA (2001-2002)

Worked with staff to create the best connecting flight service available to passengers.

Devised schedules enabling four planes to be serviced simultaneously.
EDUCATION
Diploma in Customer Relations , Wilson Business School, Montpelier, VT (2000-2001)
This intensive course focused on the airline and hotel industries and involved practical work terms with two companies. I finished third overall out of 47 students.
Graduate of Westway High School , Business, Montpelier, VT, (1997-2000)
Worked my way through school as a passenger agent at the local airport.
OTHER INFORMATION
Am well known as a hard worker that gets along with everyone. Personal interests include skydiving, mountain biking, jazz and Japanese flower arranging.
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VII- Cover letter sample :
Jane Jobhunter
101 Penny Lane
Any City, USA 99999
March 5, 2006
Ms. Joann Martinez
Hiring Manager
Shy Blue Airlines
452 Lincoln Avenue
Any Town, USA 99999
Dear Ms. Martinez:
Thank you for posting your need for a ticket agent on the Sky Blue Airlines web site, which I visit frequently. I had five years of experience with Liberty Airlines while living in Tucson,
Arizona. But now I live in Any Town and I am eager to return to the ticket counter, this time for Sky Blue.
I have received two customer service awards during my tenure and have been acknowledged by my superiors for my knack at handling sticky situations with difficult customers. I am writing this cover letter to ask if I might meet you in person to discuss filling one of the available ticket agents positions.
Please call me on my cell phone: 888-888-8888 so we can arrange a date and time that works for you. Thank you for considering my cover letter and resume.
Sincerely,
Jane Jobhunter
Enc: resume and cover letter
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To apply for
To set goals
To achieve
To improve
To be eager to
To complete
To conceive
To classify
To solve
To graduate
To attend a school
To meet expectations
To be in charge of + ING
To be responsible for + ING
To be able to + BV
Ability to prioritize
Problem-solving skills
Focus on projects
Positive attitude
Leadership skills
Loyalty
Energy
Initiative
Hard work
Sense of humor
Holder of high standards
A benefit
An asset
Fair
Loyal
Accurate
Active
Adaptable
Adept
Broad-minded
Competent
Conscientious
Creative
Dependable
Determined
Diplomatic
Discreet
Efficient
Energetic
Enterprising
Enthusiastic
Experienced
Postuler pour
Se fixer des objectifs
Arriver à
Améliorer
Etre impatient de
Accomplir, achever
Concevoir
Classer
Résoudre
Etre diplômé
Suivre une école
Répondre à des attentes
Etre chargé de
Etre responsable de
Etre capable de
Capacité à établir des priorités
Capacités à résoudre des problèmes
Se concentrer sur des projets
Attitude positive
Capacités à diriger
Fidélité
Energie
Initiative
Travail dur
Sens de l’humour
Qui élève le niveau
Un bénéfice
Un atout
Juste
Fidèle
Juste
Actif
Adaptable
Expert
Ouvert d’esprit
Compétent
Consciencieux
Créatif
Fiable
Déterminé
Diplomate
Discret
Efficace
Energique
Entreprenant
Enthousiaste
Expérimenté
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Fair
Tactful
Trustworthy
Firm
Genuine
Honest
Innovative
Logical
Mature
Methodical
Motivated
Objective
Outgoing
Personable
Pleasant
Positive
Practical
Productive
Reliable
Resourceful
Self disciplined
Sensitive
Sincere
Successful
Juste
Ayant du tact
Digne de confiance
Ferme, inébranlable
Sincère, loyal
Honnête
Innovant
Logique
Mature
Méthodique
Motivé
Objectif
Sociable
Qui présente bien
Agréable
Positif
A l’esprit pratique
Productif
Fiable
Ingénieux
Faisant preuve d’autodiscipline
Sensible
Sincère
Qui a du succès
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Chapter 2- THE AIRPORT
Grid B
SERVICE
ATMS
LOCATION
at the far south end
across from gates A4 and
A9
in corridor between gates
N2 and N8
Next to shoeshine
Behind Northwest Airlines ticket
ADDITIONAL INFORMATION
_______________
Cell phone charger kiosks
Change machines
Information desk
Customs and immigration
Currency exchange counter and in front of restaurant
Across from carousel 12
$3 per use
______________
Staffed from 6 am to 2 am
Near the international boarding gates
______________
One on the south esplanade and one on the north ______________
Interdenominational services Mezzanine level
Language phone lines At customs and immigration
Held in meditation room
These phones link up travelers and inspectors to interpreters for more than 150 different languages
Internet access
Lost and found
Luggage carts
Mail box
Police, fire, medical
Available to laptop users everywhere High-speed internet access
On mezzanine level For items lost on an airplane, please contact your airline
______________
________________
Smoking
Play area for kids
Hotel shuttles
Drinking fountains
_____________
_______________
_____________
Restrooms
Wheelchairs
Elevators
____________
______________
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Chapter 7 – THE LUGGAGE
Type of animals
Restrictions -
-
IN THE HOLD
-
-
-
Practical information
Health conditions -
-
-
In the cabin
Animals
- limited to dogs and cats weighing less than 5 kg
- service animals, such as seeing-eye dogs, regardless of weight
- some small mammals and birds (please ask when reserving your flight)
Restrictions:
- your pet must be carried in a vented bag that remains on the floor near your seat.
- To ensure the comfort and safety of the other passengers, your pet must remain in its bag during the flight.
Practical information: to avoid potential problems (vaccinations, quarantine), find out about the current regulations in the countries you are flying from and to.
For additional information or questions, please contact the Air France reservations department.
Conditions :
 a valid Veterinary Certificate (stating owners details, a description of the animal, details of identification and vaccinations)
 valid rabies vaccines
 a tattoo or a microchip (compatible with standards ISO-11784)
57