Anglais Transport

ROYAUME DU MAROC
OFPPT Office de la Formation Professionnelle et de la Promotion du Travail

DIRECTION RECHERCHE ET INGENIERIE DE FORMATION
RESUME THEORIQUE
&
GUIDE DE TRAVAUX PRATIQUES
MODULE N° 10 : LANGUE ETRANGERE APPLIQUEE

- ANGLAIS -
SECTEUR : TRANSPORT
SPECIALITE : TECHNICIEN SPECIALISE
D’EXPLOITATION EN TRANSPORT
NIVEAU : TECHNICIEN SPECIALISE
VERSION 2006
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Résumé de théorie et
Module 10 : Langue étrangère appliquée - Anglais -
guide de travaux pratiques
Document élaboré par :
• l’AFT-IFTIM
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OFPPT/DRIF 1
SOMMAIRE
Présentation du module................................................................................................. 6
Student Book.............................................................................................. 7
Making contacts.............................................................................................................9
Dealing with data ...........................................................................................................22
Describing and comparing .............................................................................................31
Consolidation.................................................................................................................44
All fixed up .....................................................................................................................48
Talking about schedules and frequency ........................................................................49
Dealing with complex enquiries .....................................................................................55
Talking about recent activities .......................................................................................64
Dealing with changes.....................................................................................................74
Talking about possibilities..............................................................................................80
Consolidation.................................................................................................................86
Stating and dealing with problems.................................................................................93
Explaining past actions ..................................................................................................101
Relating .........................................................................................................................106
Suggesting.....................................................................................................................111
Insisting .........................................................................................................................114
Talking about responsibilities and complaints................................................................119
Consolidation.................................................................................................................123
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OFPPT/DRIF 2
MODULE 10 : LANGUE ÉTRANGÈRE APPLIQUÉE - ANGLAIS -
Durée : 107 heures

Théorie : 65 heures 30 soit 61 %
Travaux pratiques : 36 heures 33 %
Evaluation : 06 heures soit 06 %
OBJECTIF OPERATIONNEL DE PREMIER NIVEAU
COMPORTEMENT ATTENDU
Pour démontrer sa compétence, le stagiaire doit

maîtriser l’anglais des échanges
selon les conditions, les critères et les précisions qui suivent.
CONDITIONS D’EVALUATION
• Individuellement.
• A partir :
- de directives,
- de situations réelles ou simulées.
• A l’aide :
- du programme d’études,
- d’outils techniques de communication modernes, de documents
professionnels en langue nationale ou en langue anglaise.
CRITÈRES GÉNÉRAUX DE PERFORMANCE
• Maîtrise des concepts fondamentaux de l’anglais oral courant

• Maîtrise des concepts fondamentaux de l’anglais écrit courant
• Maîtrise des concepts fondamentaux de l’anglais oral des échanges
• Maîtrise des concepts fondamentaux de l’anglais écrit des échanges
(à suivre)
OFPPT/DRIF 3
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OBJECTIF OPERATIONNEL DE PREMIER NIVEAU (suite)
PRÉCISIONS SUR LE CRITÈRES PARTICULIERS

COMPORTEMENT ATTENDU DE PERFORMANCE
A. Maîtriser les concepts fondamentaux de

la langue anglaise:
Parler l’anglais littéraire. - Compréhension de conversations

courantes
- Prise de parole aisée
- Participation à une conversation
Lire et écrire l’anglais littéraire. - Bonne restitution d’informations

- Rédaction correcte d’un document
B. Maîtriser les concepts fondamentaux de

l’anglais des affaires :
Parler l’anglais des affaires. - Compréhension de conversations

courantes
- Prise de parole aisée
- Participation à une conversation
- Participation à des réunions de travail
Lire et écrire l’anglais des affaires. - Bonne restitution d’informations

- Rédaction correcte d’un document
OFPPT/DRIF 4
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OBJECTIFS OPÉRATIONNELS DE SECOND NIVEAU
L’APPRENANT DOIT MAÎTRISER LES SAVOIRS, SAVOIR-FAIRE, SAVOIR-PERCEVOIR OU SAVOIR-

ÊTRE JUGÉS PRÉALABLES AUX APPRENTISSAGES DIRECTEMENT REQUIS POUR L’ATTEINTE DE
L’OBJECTIF DE PREMIER NIVEAU TELS QUE :
Avant d’apprendre à maîtriser les concepts de la langue anglaise :
1. Connaître les structures de base de la langue anglaise
Avant d’apprendre à maîtriser l’anglais des affaires :
2. Connaître le vocabulaire des affaires

3. Connaître le vocabulaire des transports
4. Connaître les documents réglementaires et commerciaux
OFPPT/DRIF 5
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PRESENTATION DU MODULE
COMPETENCE
Maîtriser l’anglais des échanges.
PRESENTATION
C’est un module de compétence générale. Il est préalable aux compétences

particulières dans lesquelles il utilisera ces connaissances.
DESCRIPTION
L’objectif de ce module consiste à maîtriser les concepts fondamentaux de la langue

anglaise et les concepts fondamentaux de l’anglais des affaires.
CONTEXTE D’ENSEIGNEMENT
Activités d'apprentissage :
Il est tout d’abord nécessaire d’effectuer un test permettant de positionner le niveau
de chaque stagiaire et le niveau de la classe avant de donner des priorités à
l’enseignement
Activités d'enseignement :
Sans objet (voir remarque ci-dessus)
CONDITIONS D’EVALUATION
A partir de situations réelles ou simulées et à l’aide d’outils techniques de

communication modernes, de documents professionnels en langue nationale ou en
langue anglaise, vérifier l’habileté de l’apprenant à participer à un dialogue et à
communiquer par écrit dans une perspective professionnelle.
OFPPT/DRIF 6
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OFPPT/DRIF 7
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HOW ARE THINGS ?
Unit one Making contact
Unit two Dealing with data
Unit three Describing and comparing
Unit four Consolidation
OFPPT/DRIF 8
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UNIT ONE
Making contacts
1. The following are used in different contexts. Put each of them in the column or
columns you think they belong to.
Dear Sirs Hi John ! How are things?
Ref. Your mail 23/12 Good afternoon, this is

Rapid Services Ltd.
Good morning
Dear Ms. Cotton
To SCM Le Havre
Attn. Mr. Letendre
How do you do ! My name’s

George Stacey.
I represent the forwarders,
Scanor.
Hello, is that the Freight Department ?
This is OMEC. Can I help you ?
Re. Cont. 891 S/Movers International

C/S.A. Rogers
(i)
Face to fce Telephone Letter E-mail
conversation
(ii) Note down any other expressions you can think of.
OFPPT/DRIF 9
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2. Dialogue
First listen to the dialogue between Mike Baxter and the receptionist at JGM. Shipping
company. Then read the dialogue below and listen again.
The telephone rings at J.G.M., a shipping company.
Receptionist : J.G.M. Good morning. Can I help you?
Mike Baxter : Hello. Could you put me through to Mr. Thomas in the Container
Department please?
Receptionist : Who’s calling?
Mike Baxter : This is Mike Baxter from Head Office, Rotterdam.
Receptionist : I’m sorry. Did you say Baker ?
Mike Baxter : No. Baxter. Mike Baxter. B.A.X.T.E.R.
Receptionist : Hold the line please ... Hello, Mr. Baxter ? I’m afraid Mr. Thomas is out for
the moment.
Mike Baxter : It doesn’t matter. I’ll ring him back later. Goodbye.
Receptionist : Goodbye Mr. Baxter.
COMPREHENSION
Write the answers to the following questions.
1/ Who is calling and from which company?

2/ Who does the caller want to speak to ?
3/ Is it an urgent call ? How do you know ?
1.3. Getting the abbreviations right
The following abbreviations are commonly used in transport, both in the spoken and
written form.
(i) Can you pronounce all of them properly ?
OFPPT/DRIF 10
(ii) What does A.F.T stand for ? It stands for…

Association pour le développement de la Formation professionnelle dans les Transports.
A.D.R.
B/L
C.A.D
C/I
C/O
D/A
D/P
E.E.C.
E.T.A.
E.T.D
F.C.L
I.A.T.A.
I.M.D.G.
L.C.L.
TIR
V.A.T.
Can you think of any more ?
(iii) Write a similar question and response for all of the above abbreviations.
1.5 Letter
(i) Read the following letter and answer the questions :
T.R.R. SERVICES
Bld du Midi
Cherbourg
E-mail :
Tel : 02.50.54.26.83
OFPPT/DRIF 11
Avon Dairies
Bath
Avon BA6 5YZ
11th January 2006
For the attention of the Export Manager
Dear Sir,
We are road hauliers based in Cherbourg on the north-west coast of France. We have just
started a regular weekly service between Cherbourg and the south of England via Portsmouth.
Some of our refrigerated lorries deliver goods to the Bath area every week and we would like
to offer you the use of our empty lorries on the return trip. We could, of course, arrange for
transport to any other part of France.
If you would like details of our schedules and very competitive tariffs we would be very
pleased to send them to you or arrange a meeting at your convenience.
We look forward to hearing from you,
Yours faithfully,
(H. Dupont, Mr.)

(Transport Manager)
COMPREHENSION
1) Which company is the letter to ?

2) Which company is the letter from ?
3) What sort of company is T.R.R. Services ?
4) What is the purpose of the letter ?
5) Is all the necessary information included in the letter ?
OFPPT/DRIF 12
1.5 (ii)
Look at this :
(1) TRR SERVICES

Sender’s address Bld. Du Midi
Cherbourg
Tel:02.50.54.26.83
Email:
(2)
Date 11th January 2006
(3) Avon Dairies
Receiver’s Bath
Address Avon BA6 5YZ
(4)
Receiver’s For the attention of the Export Manager
title/name
(5)
Beginning Dear Sir
We are a French etc.
(6)
Ending Yours faithfully
(7)
Signature
(8) H. Dupont (Mr.)
Sender’s title (Transport Manager)
Commercial correspondence
1/ In commercial correspondence the sender’s address will normally be printed in the top
centre of the page. When a printed letterhead is not used, the sender’s address must be
on the top right. It is not necessary to write the sender’s name with the address.
2/ The date in English can be written in different ways :

21st January 20--
January 21, 20—
a) Avoid abbreviations : Jan. Nov. ect.

b) Avoid the form 12.2.20-- as in the USA this means 2nd December 20--
c) It is not necessary to put the town before the date.
Do not write the words “the” or “of” in the date, even if these words occur in speech.
3/ The receiver’s address must be on the left, under the line of the date.
OFPPT/DRIF 13
4/ The expression “For the attention” of can be followed by the receiver’s title if it is
known.
i.e. : The freight manager
Senior Shipping Clerk
or the receiver’s name :

i.e. : Mr. Short
Mrs. Bailey
Miss Thomas
Ms. Wilson
5/ In beginning a letter. If the receiver’s name is not known : either “Dear Sir” or “Dear
Madam” is used. When writing to a company and not to a particular individual “Dear
Sirs” is used.
If the receiver’s name is known : “Dear Mr. Short”, “Dear Mrs. Bailey”, “Dear Miss
Thomas”, or “Dear Ms.Wilson” is used.
(“Dear David” can be used if the person is a friend of the sender).
6/ In ending a letter, if “Dear Madam”, or “Dear Sirs”, is used the letter must finish with
“Yours faithfully”.
“Dear Mr. Short”, “Dear Mrs. Bailey”, etc. is used, the letter must end with “Yours
sincerely”.
“Best wishes”, “Best regards”, are only used when writing a letter to a friend.
Expressions such as – “We look forward to hearing from / seeing you soon” – are often
used.
7/ The sender’s name is usually written in capital letters after the signature to avoid any
confusion : first name, then surname.
i.e. : Mary TUDOR
8/ The sender’s title can be mentioned after the signature
1.5(iii)
The following letter has a number of mistakes in it. Refer to the notes on commercial
correspondence and rewrite the letter making the corrections.
Ms. Mary Swan, The Passenger Services Manager,

Freti, Extrair,
Gosport Lane, Av. du Président Kennedy,
Gosport, Bordeaux.
Hants.
OFPPT/DRIF 14
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Bordeaux, 7.12.20--
For the attention of Mrs. Mary Swan
Dear Ms. Mary Swan,
Thank you for your letter of etc.
We look forward to hearing from you soon.
Yours faithfully,
(Mr. ROGER Marc)

(Passenger Services Manager)
1.6 E-mail
(i) Read the following Email and answer the questions.
Mail to :info@trrservices.fr
To H Dupont
Re: your letter of 31/05/06.
We are very interested in your offer of haulage facilities to France.
I’ll be in Paris next week (5 – 8 June)– perhaps we could meet? If not, then in Cherbourg.
Kindly suggest a time and place asap.
Best regards
Jonathan Little (Exports)
Avon Dairies, Bath
Mobile phone : 00 44 745 234098
COMPREHENSION
1/ What is Jonathan Little interested in ?

2/ Why does he mention Paris ?
3/ What will happen now ?
OFPPT/DRIF 15
(ii) The following terms are used in the Email above. What do they correspond to ?
Write the answers as shown in the example.
Examples : –info@
RE
Asap
Best regards
(iii) The following are very often used in Emails but not in letters or in spoken English.
Do you know any other examples ?
Email language Spoken language

A.S.A.P I would like to meet you as soon as possible
(iv) The usual way to end an Email is :
Regards
or Best regards
1.7 Telephoning language
(i) Study the following examples of telephoning language
OFPPT/DRIF 16
Look at this :
Starting the conversation
Establishing identity
J.G.M. Good morning. Can I help you ?
This is Mike Baxter.
Mike Baxter / speaking
/ here
Can you spell your name ?
Is that J.G.M. ?
Who’s calling ?
Getting the right person / department

Could you put me through to Mr. Baxter, please ?
Could I / speak to Hans, please ?
I’d like to /
Keeping the caller waiting

Hold the line, please.
Just a moment, please.
Hang on Alex …
Problems
- I’m afraid X is out for the moment
isn’t in today
is on another line.
you’ve got the wrong extension

the number is engaged
there’s no repply
Solutions to a problem
I’ll ring him back later.
Can you ask her to ring me back ?
Finishing the conversation

Thank you very much for calling / phoning.
We look forward to meeting / hearing from you soon.
See you on Monday / Until Monday.
1.7 (ii) Fluency exercise
You want to contact the following people / departments on the phone. Write the polite form to
request them using telephone language.
e.g. : A : Mr. Baker.

B: Could you put me through to Mr. Baker, please ?
OFPPT/DRIF 17
1/ Mr. Baker.
2/ Victoria Santos.
3/ The Accounts Department
4/ David Moore, Extension 410
5/ The Claims Department
6/ Angela Stead
7/ Someone in the Freight Department
8/ The person in charge of imports
1.7 (iii)
You answer the phone and give the caller the following information. Write the polite response
using the information provided.
e.g. : A : Could I speak to Mr. Baker, please ?

B: I’m afraid Mr. Baker is out for the moment.
1/ Out for the moment.

2/ Line engaged.
3/ Not in today.
4/ Wrong extension.
5/ On another line.
6/ No reply.
7/ Wrong number.
8/ Bad line.
1.7 (iv) Use the table in 1.6 (i) to help you to complete the following :
a) A : Accounts Department. Can I help you ?

B:
A : I’m sorry. Can you spell that, please ?
B:
A : Ah yes, the problem is the person in charge is not in the office at the
moment. Can he ring you back ?
B:
A : That’s fine. Goodbye.
OFPPT/DRIF 18
b) A:
B: This is Oliveira from Rio. Can I have extension 397, please ?
A:
B: It doesn’t matter. I’ll ring him back tomorrow.
c) A: Could you put me through to Mr. Webster in your Freight Handling

Department, please ?
B:
A : Well, could you ask him to ring me back, please ?
B:
A : 01.794.4467
B:
d) A:
B: Yes, that’s right. This is the Astor Agency.
A:
B: I’m afraid she’s ill at the moment.
A:
B: Yes, of course. I’ll put you through.
Now write two other conversations :
e) A:
B:
A:
B:
A:
f) A:
B:
A:
B:
A:
1.8 (i) Use the following information to write a dialogue
You work in the Freight Department of T.R.R. Services, Cherbourg. Your boss, Mr. Dupont,
has asked you to phone Mr. Jonathan Little of Avon Dairies on his behalf.
Receptionist at Avon
(say your company name, greet the
person.
Ask if you can help).
You
Give your name, company, and
Ask for Mr. Little.
OFPPT/DRIF 19
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Ask the caller to wait.

Put caller through to Mr. Little.
Mr. Little
Say who you are and ask if
you can help.
Explain reason for call -

on behalf of Mr. Dupont,
Email from TRR.
Ask about possibility of meeting

Mr. Dupont in Paris or Cherbourg.
Invite Mr. Little to Cherbourg

Next Wednesday.
Accept the invitation and ask

if TRR can arrange hotel
accomodation for Wednesday
night.
Agree to do this and offer to send

Email to confirm meeting and hotel.
Thank the caller, make reference

to next Wednesday. Say Goodbye.
Say goodbye.
1.8 (ii) Write the e-mail Mr Dupont’s assistant sends to Mr Little to confirm :
1/ The meeting (date - place - time)
2/ The hotel reservation (name and address of hotel - date)
OFPPT/DRIF 20
OFPPT/DRIF 21
UNIT TWO
Dealing with data
2.1 Dialogue
First listen to the dialogue before reading it. Then read and listen again.
R : J.G.M. Bonjour.
A : Could I speak to Mrs. Simonel, extention 402, please ?
R : Who’s speaking, please ?
A : Antonis Doucas of Hellenik Line, Piraeus.
R : Just one moment, please.
B : Françoise Simonel. Is that you Antonis ? How are you ?
A : Fine thanks. How are things with you ?
B : Very busy as usual. What can I do for you ?
A : Could you give me the freight cherges for 6 wooden cases of machine parts C.I.F.
from Le Havre to Piraeus, please ? I haven’t got the lastest tariffs.
B : What is the total gross weight of the shipment ?
A : 540 kilogrammes.
Answer the following questions after listening to the dialogue
B : How big is each case ?
A : 1.5 x 1.2 x 1.2 m.
B : And what’s the volume ?
A : 12.96 m3.
OFPPT/DRIF 22
B : Fine. Hang on a moment … That’s 1,479 €.
A : Fine. Just one more thing. There is still a weekly service, isn’t there ?
B : Oh yes. And it’s a faster and more reliable service than via Rotterdam.
A : That’s alright then ! Thanks. Well, I’ll Email the firm booking when I have
confirmation from my client.
B : Right. Bye for now then.
A : Bye.
COMPREHENSION
Write true or false after each sentence as in the example.
e.g. 1/ The caller’s name is Amtonis Doucas of Holland Line Piraeus (False).
2/ He wants to speak to Mrs. Simonel, extension 412.
3/ This is the first contact between the two people.
4/ The caller wants some information about freight charges.
5/ The charges concern 16 wooden cases F.O.B. Le Havre.
6/ The net weight of the shipment is 514 kilogrammes.
7/ One case measures 1.5 x 1.2 x 1.2 m. and it’s volume is 12.69 m3.
8/ The tariff quoted is 1.479 €.
9/ There is a service from Le Havre to Piraeus every week.
10/ The client will make a firm booking by phone.
2.2 Group activity
F.O.B. and C.I.F. are known as INCOTERMS. Do you know any others ? Write.
INCOTERMS for the following :
Exclusively maritime transport :
OFPPT/DRIF 23
Exclusively air transport :
Exclusively road transport :
All means of transport :
2.3 Talking about Freight Rates (le tarif de transport)
Freight rates are often complex. List other factors that determine freight rates. One example is
given.
The freight rate to be applied depends on
Example : the freight and volume of the goods
OFPPT/DRIF 24
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2.4 Fluency exercise
Listen to the cassette and answer the caller (A’s) question by using the information below.
The first example is given.
e.g. : 1.66 €
A : Sorry, how much is the freight rate ex works again ?
B : 1.66 €
Now continue :
1/ 1.66 €
2/ 15
3/ 160 kgs.
4/ 15th March 20--
5/ 0.115 x 0.113 x 1.298.
6/ -1° to + 6°C
7/ 02 50 06 29 38
8/ 529 kms.
Listen to the cassette and check that you have understood the data by repeating what A says
e.g. : A : The volume of goods is 45 m3.

B: Right. 45 m3.
25 Listening
Listen to the tape and mark if the following information is the same as that on the tape or not.
If not, try to correct it.
1/ 6.3 tons
2/ 90.567
3/ 50.1 x 9.2 m
4/ 350612987/STD
5/ £80.954
6/ 3/11/03
7/ 60.2 kgs
8/ 314 kms
OFPPT/DRIF 25
9/ 3.5 %
10/ ¼ hour
11/ Ref : 532/13
12/ CIP Lyon
13/ Container 4506
14/ £215/ton
15/ ETD 14.00 hrs.
16/ -18° to –32°
2.6
Look at this :
1/ A What’s the gross weight ?

B It’s 2.5 tons.
A Sorry, did you say 2.5 tons ?
B Yes, that’s right.
2/ A What’s the overall volume ?

B It’s 13 m3.
A Sorry, I didn’t quite catch that.
B 13 m3. One three – thirteen cubic meters.
A Right. Thanks.
2.7 E-mail
Read the e-mail below (i) and write 3 questions about the information it contains.
(i)
contact@vandamtransport.fr
10.05.06
Re: rate request

One tractor plus trailer L8.6 x W2.4 x H3.0 weight 1400kgs
Could you give us your haulage rate ? Supplier in Pau, CIP Hamburg. Your previous quote
(16/09/05) of 1600€ is probably out of date by now.
Let us know asap if you can arrange this consignment.
Regards
Xavier Lebois
Danton Services Fret
Cell phone/GSM +33 687 32 54 54
OFPPT/DRIF 26
x.lebois@danton-services-fret.fr
Hello Xavier
Re Yr mail 10.05.06 – new rate

One tractor plus trailer L8.6 x W2.4 x H3.0 weight 1400kgs, supplier Pau CIP Hamburg
Haulage charges 1798€
Documents as usual. Could you get back to me asap if you’re interested, providing full details
of supplier, point of delivery, collection date.
Best
Jon Fletching
Vandam Transport Operations
(ii)
10.3.03
TO : VANDAM TRANSPORT
FRM : DANTON SERVICES FRET
ATTN : JON FLETCHING
RE : RATE REQUEST
ONE TRACTOR + TRAILER L 8.6 X W 2.4 H 3.0 WT 1400 KGS. PLS QTE
HAULAGE RATE SUPPLIERS IN PAU CIP HAMBURG; PREVIOUS QTE
OF € 1,600 (16.9.02) IS PROBABLY OUT OF DATE; PLS ADVISE
SOONEST IF YOU CAN ARRANGE.
REGARDS
XAVIER LEBOIS.
Read the reply e-mail and the SMS that Xavier receives from his boss below.
SMS:
Xav. Cotatn Vdm tpt bcp trop cher. Essayé BC à ancien tarif +1%. Aprè tt on è 2 bon client !
Now write the e-mail Xavier sends to Jon Fletching.
OFPPT/DRIF 27
2.8 (i)
z European express freight agencies

| European express freight container depots
Refer to the map and find the different places where European Express Freight have their own
or associated agencies. Choose places from the list below. (You will not need all those in the
list)
Naples Warsaw Le Havre Paris
Barcelona Antwerp Edinburgh Stockholm
Lyons Luxemburg Copenhagen Marseille
Venice Madrid Lisbon Genova
Vienna Cairo Belgrade Genoa Athens
Zurich London Belfast Dublin
Toulouse Moscow Amsterdam Brussels
Olso Helsinki Trieste Rotterdam
Manchester Frankfurt Hamburg
OFPPT/DRIF 28
28 (ii)
Look at this :
Talking about agencies / depots
Can you tell me where the Dutch agency is ?

It’s in Rotterdam.
Is there an agency in Switzerland ?
Yes, there’s one in Zurich.
How many agencies / container depots are there in Germany ?
There are two agencies and a container depot.
Talking about distances
How far is it from Paris to Stockholm ?

It’s 1,549 kms.
How far is it from the facory to the groupage centre ?
It’s about 250 kms.
How far is it from the pick-up to delivery point ?
Let’s see. That’s about 550 kms.
Refer to the map 2.9 (i) and write questions and answers about the agencies and depots
marked on it.
OFPPT/DRIF 29
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2.8 (iii)
First listen to the dialogue before reading it. Then listen and read it again.
A: European Express Freight. Can I help you ?
B: Yes, I’m ringing about some goods I want to send from Toulouse to Lisbon by
container lorry. Can you do that for us ?
A : Yes, of course. We have a container depot near Toulouse, so the goods can be
stuffed there.
B: How far is the depot from the main railway station ? You see the goods are coming
by rail.
A : Well, it’s about 10 kms., but we can arrange to pick up the goods for you, and take
them to the depot.
B: That’s fine – now and how far is it from Toulouse to Lisbon – your rates are per
kilometre, aren’t they ?
A : That’s right – they generally depend on the weight and the distance. It’s about
1,100 kms I think. I’ll check for you if you like.
B: No it’s alright – you can give us a detailed quotation when you’ve got all the
necessary information.
2.8 (iv)
Comprehension
1/ Where does the caller want to send the goods to and where from ?
2/ How far is it from the station to the container depot ?
3/ Is this a problem ?
4/ How far is it from the container depot to the delivery point ?
OFPPT/DRIF 30
UNIT THREE
Describing and comparing
3.1 Describing goods
OFPPT/DRIF 31
container, crate, bundle, drum

sack/bag, bale, chest, barrel/cask
case, roll, box
Match the words above with the pictures.
OFPPT/DRIF 32
3.1 (ii) Complete the following with the words from 3.1 (i)
a) A ______________ of pipes.
b) A ______________ of chemicals.
c) A ______________ of cement.
d) A ______________ of machine parts.
e) A ______________ of paper.
f) A ______________ of bananas.
g) A ______________ of wine.
h) A ______________ of bottles.
i) A ______________ of cotton.
j) A ______________ of tea.
k) A ______________ of video equipement.
3.2 Listening
Listen to the mini-dialogues and note down the type of goods to be transported.
Then decide which type of trailer can be used in each case.
Type of goods Type of trailer
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
OFPPT/DRIF 33
OFPPT/DRIF 34
www.cours-ofppt.com
3.3 Read the following text :
PACKING MATERIALS
A whole range of packing materials is available to the packing expert. There are the
traditional materials wood, metal, glass, paper, cardboard, and textiles (jute, canvas,
netting, etc.), and for some time now foam materials belonging to the polyurethane,
polyethylene, and polystyrol groups. This multitude of materials permits the most
differing approaches to packing, and often results in significant savings of time and
money.
The following list offers a general overview of the newer and traditional materials for
air cargo packing in use today :
MATERIALS FOR OUTER PACKING (FOR PALLETS, CRATES, ETC.)

Wood : light woods, plywood.
Molded compounds : fiberboard, chipboard, fiber (particularly suitable for use in
combination with wood).
Cartons : solid cardboard in various grades up to bitumen-coated board, corrugated
cardboard (single to quadruple corrugations in variuos structures), cardboard
honeycomb, full-walled board capable of being folded across corrugation.
Containers for liquids : light metals, plastics, glass, corrugated cardboard with interior
plastic coating.
Paper bags : paper with high tensile strength, interior coated with PVC, polyester or
polyethylene.
Fruit crates : corrugated cardboard with plastic trays, light wood, polystyrol.
Barrels and stackable containers : plastic, sheet metal, tin, steel, fiber, cardboard.
Plastic wrapping : PVC or polyethylene sheeting (or wrapping unpacked machine).
BRACING AND PADDING MATERIALS

(in some cases also insulation).
Plastics : polyether and polyester, polyurethane cut pieces and foamed shapes.
Air : air cushions and cellular air plastics film.
Combinations : sandwiches of various combinations of polystyrene, polyethylene,
polyester, corrugated board.
Bottle jackets : specially stamped, expandable paper structures, straw jackets,
polystyrene and other foam plastic jackets.
The secret of good packing lies in the use of materials specifically suited to outer
container construction and bracing and padding structures for purposes of pressure
equalization. Efficient use of materials presupposes exact knowledge of their
properties and the stresses they are called on to withstand.
(i) Now write the English equivalents to the following :
contreplaqué
acier
OFPPT/DRIF 35
carton ondulé
toile
tôle
carton bituminé
panneau de particules
jute
panneau de fibre
verre
fer blanc
papier
3.3 (ii) Vocabulary
Write the meaning of the following words or expressions in the text 3.3.(i). You may write the
meaning in French.
Packing materials
range
packing
foam
savings of time and money
available
belong to
result in
following
Materials for outer containers

suitable
grade
double
triple
quadruple
tray
stackable
Bracing and wrapping

bracing
padding
foam
air cushion
expandable
suited to
efficient
3.4 Describing packing materials
Below is a list of expessions and words to describe the different means of packing goods.
Look at the list and complete the chart of advantages and disadvantages of the different
packing materials. The same word or expression can be used more than once.
OFPPT/DRIF 36
cheap easily made corrosive

heavy expensive easily stackable
difficult to dispose of re-usable capable of rotting
easily peforated light water tight
heavy solid capable of being contaminated
relatively expensive very cheap easy to dispose of
air tight flammable difficult to dispose of
re-use impossible bulky light-sensitive
not damp-proof easy to store (flat) versatile
not shock-proof very fragile
3.4 cont.
Packing
Examples Advantages Disadvantages
Materials
Bottles
Glass Flacons
Cardboard Cartons
Bags
Paper Sacks
Bags
Sacks
Bottles
Plastic Rigid, semi-rigid
Containers
Drums
Containers
Pressurized flacons
Metal Drums
Barrels
Cases
Cases
Wood Pallets
Crates
3.5 Comparing
(i)
OFPPT/DRIF 37
Look at this :
Cardboard is (much) easier to dispose of than plastic.
Metal is easier to stack than cardboard

more easily stackable
Which is better and cheaper ? Metal or wood ?
Which would you recommend ? Paper or plastic sacks ?
I’d recommend paper sacks because they’re cheaper.
fastest …
heaviest …
Which is the most difficult to dispose of ?

best packing material for … ?
(ii) Pairwork
Make a list of ten sorts of goods (machinery, perishables, etc.) to be transported and different
methods of transport and destinations. Then write comparative sentences like in the example
below.
A: I have a consignment of wine to send to the USA. Which is the cheapest

means of tranport ?
B: Well, it depends on the quantity – but probably the cheapest is by ship. Air
freight is of course much faster but it’s considerably more expensive.
A: And what about packing ? Would you recommend cardboard cartons or

plastic or wooden crates ?
B: Well, cartons are ligther and easier to dispose of but they are not easily
stackable. I think it would be better to …
Now you go on with your examples …
OFPPT/DRIF 38
3.5 (iii) Read the following advertisment :
Now you try write an advertisement for your company and the services it offers.
OFPPT/DRIF 39
www.cours-ofppt.com
3.6 (i) International Marking Symbols
Can you match the marking symbols with the appropriate instructions ?
Centre of gravity, Fragile Handle with care, Use no hooks, Corrosive, Keep dry, Radioactive,
This way up, Sling here, Keep away from heat, Flammable liquid, Flammable solid,
Poisonous gas, Heavier this end, Gross weight of package.
OFPPT/DRIF 40
3.6 (ii) Transporting Dangerous Goods
What does IMDG stand for ?
Draw a line matching the categories of dangerous goods and the specific type of good :
1 Explosives ------------------------------------------ A fireworks, flares, toy gun caps,

ammunition
2 Gases - compressed, liquified or B ether, peroxides
dissolved under pressure.
3 Flammable liquid C viruses, bacteria
4-1 Flammable solids D aerosols, gas cylinders, lighter refills,
liquid nitrogen
4-2 Spontaneously combustible E acids, mercury thermometers, wet cell
substances batteries
4-3 Substances which emit flammable F arsenic, cyanide, weedkiller
gases upon contact with water
5-1 Oxydizing substances G magnetic materials, dry ice
5-2 Organic peroxides H radioisotopes, radioactive waste
6-1 Poisonous substances I paint thinners, solvents
6-2 Infectious substances J firelighters
7 Radio-active substances K phosphorus
8 Corrosive materials L (liquid) oxygen
9 Various hazardous substances not M sodium
covered by above
OFPPT/DRIF 41
3.7 Authorization
(i) Look at the pictures and try to imagine some dialogues like the examples below :
A: Can you arrange road haulage for goods weighing 20 tons ?
B: Well, yes, but they will have to go on 2 lorries as we’re not authorized to
carry more than 13 tons on each lorry.
A: Oh I see … Well …
A: I’ve got a consignment of fish and cheese to send. Can we them in the same
container ?
B: No, I’m sorry, you’re not allowed to put them together because of the risk of
contamination.
A: Oh I see … Well …
Now you write similar short dialogues using the pictures on the following page.
OFPPT/DRIF 42
OFPPT/DRIF 43
UNIT FOUR
Consolidation
4.1 Reading comprehension
Packing for door-to-door.
Put the words below in their correct place in the text :
Before a_________ is packed, all possible _____________en route must be known, eg,
temperature, humidity, vibrations, etc. Of course, the entire ______________must be
considered, not just the _____________from airport to airport.
Let us follow a typical air _____________ item from manufacturing site to _________ .
1/ ___________ at the manufacturing site. Road or______________ transport to the

airport.
2/ Transport from the cargo terminal loading ramp to the export ___ _______
__________ or loading into a container (ULD).
3/ Transportation by special vehicule and loading equipment over the tarmac to _____
4/ Actual air transport. (Today’s jet aircraft produce minimal shocks and vibration.
Cargo hold-on ____________remain constant)
5/ Unloading and temporary __________in the transit warehouse of the intermediate
airport, at times under entirely different climatic conditions from those encountered at the
point of _________________such as high levels of humidity and temperature extremes.
These climatic conditions must be taken into account for intermediate_____________as
well.
6/ ______________ into aircraft for he next part of the journey.
7/ Air tansport from intermediate stop to the airport of_______________ .
8/ ___________ at the destination airport. Moving the goods through __________to
the import warehouse.____________to the forwarding agent.
9/ Road and rail ____________ to consignee, possibly under difficult conditions.
destination unloading customs

shipment route delivery
hazards cargo transportation
journey consignee
loading warehouse
palletizing aircraft
temperatures
storage departure
stops reloading
OFPPT/DRIF 44
www.cours-ofppt.com
4.2 Listening
Listen to the following conversation between customers and Transworld Freight and complete
the missing information in the chart below :
N° & type of
Weight/ Delivery
Goods packages Incoterm Destination Special
Volume Date
requirements
Cauliflowers 5 crates
EXS Bergen
1 case
Montreal
Toxic waste
middle of
September
OFPPT/DRIF 45
4.3
Use the following message and write a telephone conversation using the same information :
To : Brigitte (Imports)
From : Hans Gräber (Henkel Union, Munich)

49.6135.75288
Message : Consignment of beer (30 barrels)

Incoterm : FRC
Gross weight : 50 kilos/barrel
Destination : Paris (road haulage - 950 kms/by opentop van)
Delivery date : next wk.
Future contact: will be in touch ASAP with further details.
Now you write some messages that might follow the telephone conversation.
To :
From :
Message :
To :
From :
Message :
4.4 Choose the correct answer :
e.g. 1/ Hello. Is that extension 245 ?

a) Here is Mike Baker.
b) This is Mike Baker.
c) I am Mike Baker.
2/ Could you put me through

a) Claudia Belleti ?
b) at Claudia Belleti ?
c) to Claudia Belleti ?
3/ Yours faithfully
a) Mr. Dupont Richard.
b) Mr. Richard Dupont.
c) Richard.
4/ Hold on please
a) I’ll check that information for you.
b) I check that information for you.
c) I am checking that information for you.
OFPPT/DRIF 46
5/ Can you ask him

a) to ring me back ?
b) ring back me ?
c) ring me back ?
6/ We look forward to
a) hear from you soon.
b) hearing you soon.
c) hearing from you soon.
7/ a) Send kindly
b) Send please
c) Kindly send
details by return.
8/ The container terminal is

a) 5 kms of the port.
b) 5 kms from the port.
c) at 5 kms from the port.
9/ The freight rate to be applied depends

a) on the volume.
b) of the volume.
c) the volume.
10/ A crate of
a) cement
b) flowers.
c) fruit.
11/ For horses, you’ll need a

a) livestock trailer.
b) platform trailer.
c) dumptrailer.
12/ Transporting goods by air is

a) faster as by sea.
b) more fast than by sea.
c) faster than by sea.
13/ a) We are not allow.

b) We are not allowed.
c) We not authorized.
to pack those goods together
14/ The goods are packed in

a) wooden cases.
b) wood cases.
c) wooden bales.
OFPPT/DRIF 47
ALL FIXED UP
Unit one Talking about schedules and frequency
Unit two Dealing with complex enquiries
Unit three Talking about recent activities
Unit four Dealing with changes
Unit five Talking about possibilities
Unit six Consolidation
OFPPT/DRIF 48
UNIT ONE
Talking about schedules and frequency
1.1 Talking about schedules and frequency
(i) Dialogue
A: Air Freight. Can I help you ?
B: Yes. I’m ringing you from Copenhagen about a consignment of goods that
I’d like to have airfreighted from Paris to here.
A: I see. What exactly do you want to know ?
B: Well, first of all, is there a regular service ?
A: Yes, indeed. There’s a regular direct service and another via Frankfurt.
B: Right. How often does the direct service run ?
A: It’s a twice-weekly service, whereas via Frankfurt it’s every other day.
B: Hmm. Twice a week. Which days ?
A: Mondays and Thursdays at 11.45 a.m.
B: The direct flight takes 1 ½ hours, doesn’t it ? But what about via Frankfurt,
how long does it take ?
A: It’s a same day service too, but the goods won’t arrive until early evening.
B: Well, I’ve got all the information I need for the moment. I’ll be in touch
again as soon as I know the definite dates.
A: Right ! That’s fine, but please remember that we must have 48 hours notice
in order to make out the necessary documents.
B: I see. Thank you very much for your help. Goodbye.
OFPPT/DRIF 49
www.cours-ofppt.com
COMPREHENSION
1/ What does the caller want to do with the goods ?
2/ What sort of services are there ?
3/ How often and which days ?
4/ When will the goods reach their destination ?
5/ Does the caller make a firm booking ?
6/ What does tha agent remind the caller to do and why ?
(ii) Put the words below into the correct order to form a question about schedules
e.g. : There is regular service a Copenhagen to ?

Is there a regular service to Copenhagen ?
1/ does direct how service the often run ?
2/ take journey long the how does ?
3/ sail does the when ship ?
4/ train when the does leave ?
5/ far from Paris it Copenhagen how is to ?
6/ time arrive does what the flight ?
7/ estimated what the is time departure of ?
8/ time is arrival estimated what the of ?
Can you think of any other questions to ask or that someone could ask you about
schedules ?
OFPPT/DRIF 50
1.2
(i) Complete the table below :
daily = every day
weekly = every _____________
fornightly = _____________
_____________ = _____________month
_____________ = every year
(ii) Translate the following into English :
(1) (2)
a) tous les deux jours _________________________
b) deux fois par semaine _________________________
c) tous les mardis _________________________
d) du lundi au vendredi _________________________
e) tous les trois mois _________________________
f) une fois tous les quinze jours _________________________
g) trois fois par an _________________________
OFPPT/DRIF 51
1.3 Use the following schedules to ask questions about :
times of departure / arrival, duration, frequency of trips, dates of departure / arrival
BY AIR
FROM LONDON
Departure Arrival
To : Quimper 30.10/25.03 09.25 12.45 DB022 Mon-Fri

via Brest
Brussels 30.10/25.03 08.05 10.00 BE374 Mon-Fri

29.10/24.03 10.05 12.00 BE376 Daily
28.10/23.03 16.00 18.00 BE375 Mon-Fri
Madrid 30.10/25.03 08.30 11.40 BE345 Mon Fri

via Paris 30.10/24.03 16.15 19.45 BE343 Mon-Fri
+ Sun
Paris 30.10/25.03 05.40 07.40 B4623 Daily

30.10/25.03 09.30 11.30 BE392 Mon-Wed
30.10/25.03 21.00 23.00 BE749 Tu Th Sa
BY SEA
Rotter- S’ Hamp- Hong

Vessel/voyage No. Hamburg Bremen Le Havre Jeddah Tokyo
dam ton Kong
Rossy Anne 402 4/1 5/1 7/1 8/1 9/1 19/1 9/2
London King 403 8/1 10/1 12/1 2/2
Tokyo Queen 491 10/1 11/1 12/1 13/1 15/1 25/1 12/2
Hambourg 473 9/1 12/1 14/1 15/1 16/1 26/1 16/2

express
Saint John 482 14/1 15/1 16/1 17/1 13/2
Kowloon Bay 467 17/1 18/1 19/1 20/1 31/1
This schedule is subject to changes, individual postponents and cancellations without notice.
OFPPT/DRIF 52
1.4 Read the following e-mail :
j.ferguson@tannay.cotton.co.uk
jean.racine@paneuropeanfa.fr
Re : Consignmt no. 267
Hello,
We need to ship 200 tons of cotton from Lyons to Bremen. Could you let us have asap
by mail full details with date of sailing plus port of loading. Is is quicker by road or
rail?
We’d appreciate a quick reply. Many thanks
Regards
Jean Racine
Now write the reply to the e-mail above :
(i)
Look at this :
The goods won’t arrive until the early evening.
The flight will leave on 10th December.
Customers phone you for information. Answer their questions using the ideas below.
OFPPT/DRIF 53
www.cours-ofppt.com
e.g. 1/ When will the goods arrive ?

not / arrive / tomorrow evening
They won’t arrive until tomorrow evening.
2/ When will the ship leave ?

leave / on 6th August
It’ll leave on 6th August.
Now you try :
1/ not / arrive / tomorrow evening

2/ leave / on 6th August
3/ release / B.L. / after loading
4/ no be ready / tomorrow morning
5/ send / tomorrow afternoon
6/ not / berth / midnight
7/ take place / 24 hours before train / leave
8/ of course / arrive / on time !
(ii)
Look at this :
“I’ll ring you as soon as I know the definite dates.”
Answer the customer’s question using the ideas below :
e.g. : 1/ When can you make out the documents ?

I’ll make them out as soon as I’ve got all the necessary information.
1/ I / make out / as soon as / have / necessary information.

2/ We / load / as soon as / train / arrive.
3/ I / ring back / as soon as / ship owner / confirm / special rate.
4/ We / ship / as soon as / there / be space / on ferry.
5/ I / ask / phone / as soon as / he / come in.
6/ We / provide / as soon as / there / be / one free.
7/ We / clear / as soon as / boat / berth.
8/ We / repair / as soon as / we receive / surveyor’s report.
OFPPT/DRIF 54
UNIT TWO
Dealing with complex enquiries
2.1 (i) Read the letter of enquiry below :
GENERAL CONTAINER LTD.
Av.Leclerc
Marseille
Mr. Jean Cousin, 7th July 20--

Universal Instruments,
Via Maria,
MILAN
Tel : 350 21076

E-mail : jcousin@universal.instruments.it
Dear Mr. Cousin,
Thank you very much for your enquiry of 25th June, concerning a shipment of scientific
equipment from Marseilles to Durban.
Please find enclosed details of our standard rates, shipping schedules and documents
necessary for transportation.
Depending on the exact weight and volume of your consignment, we can arrange for either
a full container load (FCL) or less than a container load (LCL), and as an indication, the
maximum pay load for a 20’ x 8’ x 8’ container is approximately 18,000 kgs.
We would be pleased to arrange a door-to-door service, in which case the goods will be
picked up at the seller’s premises and delivered where you require them in South Africa.
You may, however, prefer to arrange pre- and post-carriage yourself. In either case you
should fill in the enclosed Shipping instructions and return them to us by 1st September,
which is the closing date for the next sailing from Marseilles. The vessel, the SS Aurora,
sails on 5th September and will arrive in Durban on 10th October.
If you need any further information concerning tariffs (we can offer reduced rates for
regular shipment), insurance or packing requirement etc., please do not hesitate to contact
us.
Looking forward to hearing from you soon,
Yours sincerely,
Ms. J.M Davis,

Booking Department.
OFPPT/DRIF 55
(ii)
Look at this :
Thanking / Reference to letter / phone call etc.
Thank you very much for your enquiry of 25th June

With reference to your letter of …
Following our telephone conversation of this morning ...
Enclosures
Please find enclosed details of ...

We enclose herewith all relevant information concerning ...
Requesting
You should fill in the enclosed form ...

Would you please indicate ….
We would be grateful if you would …
Kindly let us know by return …
Offering assistance
We would be pleased to …
glad
Please do not hesitate to contact us for further details.
Letter
You have just received an enquiry from a chemical company in Sweden about the possibility
of arranging transport, customs formalities, etc. for goods coming from Sweden by sea and
road / rail to various destinations in France. Write back to the company making reference to
their letter, your enclosures requesting further details, and offering assistance (see above).
You represent a forwarding agent or carrier.
(iii) Refer to the letter 2.1 (i)
E-mail
Ms. Davis decides to send Mr. Cousin an e-mail in reply to his enquiry instead of sending a
letter. Write the e-mail including the following elements :
reference to his enquiry
details of next possible sailing
standard rates + shipping instructions from (by air-mail today)
FCL / LCL (weight / volume)
pre- and post-carriage possibilities
closing date
reply needed (urgent)
OFPPT/DRIF 56
2.2 (i) SHIPPING INSTRUCTIONS
TO GENERAL CONTAINERS LTD. Vessel Voyage n° Date

SS Aurora 234 5/9/03
Shipper : Port of loading : Marseille

UNIVERSAL INSTRUMENTS
VIA MARIA Inland Depot
MILAN Tel. :
Consignee : Port of unloading : Durban
Jan SMUTS SA
Witbank Inland Depot
Transvaal S. Africa Tel.:
Notify address : Inland Transport (for containers and Ro-Ro traffic)
As consignee above Road

Tel.:
Pre-carriage : Rail
Merchant’s haulage
Carrier’s haulage Road / Rail
Post-carriage :
Merchant’s haulage
Carrier’s haulage
Marks / numbers Number and kind of Description of Gross Cube (m3)
packages Goods weight
DPA 4705/1-5 5 boxes Precision 565 kgs 0.520 m3 per box
scientific
equipment
(Please indicate hazard class, UN no., flashpoint °C, etc of Dangerous Goods)
cover for £
Value
Insurance
40.000 FF Dimensions
do not cover
Charges payable by Shipper : S Consignee : C
Collection ex works Foreign customs clearance duties

FOB charges Transport insurance
Consular documents / certs of origin
Delivery to domicile
Signature of shipper or his agent Date
OFPPT/DRIF 57
www.cours-ofppt.com
2.3 (i) Dialogue
Jan Davis from General Containers phones Mr.Cousin.
A: Is that you Mr. Cousin ?

B: Yes, speaking.
A: This is Jan Davis from General Containers.
B: Ah yes.
A: l've just received the shipping instructions for your consignment from
Marseilles to Durban. We've already made out part of the booking form but
there are a few things l'd like to check with you.
B: Of course.
A: Well, first of all, can you tell me the name of your forwarding agent please, if
you've got one ?
B: Well, I haven’t actually. Perhaps you can recommend one ?
A: We often work with Canilotti in Marseilles. They're very efficient.
B: That's fine. Thanks. 1'll get in touch with them.
A: Good. Now you want the goods to go from Marseilles to Durban, but you
haven't indicated if you will arrange pre- and post-carriage. We can offer
door-to-door service as 1 mentioned in my letter.
B: Yes, I know, but for the moment I haven’t decided yet. I have asked for
quotations from several hauliers and from the railways and l'll e-mail you as
soon as I can, probably tomorrow.
A: Well, tomorrow at the very latest, as the closing date for shipment is
September I st and we must have time to arrange for a container to pick-up the
goods if necessary.
B: Don't worry, 1'll e-mail you tomorrow without fail to confirm exactly if I want
land transport to be arranged or not.
A: Fine, another thing. You haven’t indicated the exact dimensions and that's
important for us to calculate the amount of space neede. Can you confirm by e-
mail tomorrow too please ?
B: Yes, of course.
A: That's all right. Oh, and finally - what exactly do you mean by "boxes" under
the description of goods ? Is that "cartons", "wooden cases" or what ?
B: No, no, it's cartons - cardboard, definitely not wood.
A: Right. That's all then. I'll avait for your e-mail before making a firm booking.
B: Thanks for ringing.
A: Bye.
OFPPT/DRIF 58
(ii) Note down what you hear about the following
- shipping instructions
- form
- check
- name
- efficient
- pre- post-carriage
- quotations
- closingdate container
- dimensions space
- boxes
- wood
- booking
2.4 (i)
Look at this :
‘d like
You the good to go from Marseille to Durban.
want
He needs the ship to call in at Bordeaux.
Would he prefer pre-carriage to be arranged too ?
We don’t require these forms to be endorsed.
(ii) Write down the corresponding questions to these answers.
e.g. : How does he want his goods to be transported ? He wants them to be air-freighted.
Now you gon on :
1 When...? They require the container to be returned to them within 5 days.

2 Where ... from ? He wants the goods to be collected from his warehouse.
3 Why ... ? They'd prefer them to go by rail because it's much cheaper.
4 How ... ? I want it to be marked ECP 102.
5 How often ... ? We'd like the account to be settled quarterly.
6 Who ... ? He wants you to notify a Mr. Baxter of CPC Ltd.
7 Which ... at ? We require them to be unloaded at Boston.
8 How many … ? They need 10 X 20’ containers to be shipped to the Far East.
OFPPT/DRIF 59
2.5 (i)
Look at this :
I’ve just received the shipping instructions
I haven’t decided yet.
Have you asked for different quotations ?
(ii)
A B
e. g. make ... booking ? Yes ... just
A: Have you made a firm booking yet ?
B: Yes, I've just made one.
Now you continue - you will find a list of irregular verbs at the back of the book for reference.
A B
1 make out ... B/L not ... yet
2 ring back ... driver already
3 speak ... driver just
4 collect ... goods not ... yet
5 telex ... freight rates already
6 let ... customer know ... new ETA not ... yet
7 pick ... up ... customs form just
8 fill ... in ... AWB not ... yet
9 check ... weight,volume ... goods already
10 send … telex … air freight agent just
OFPPT/DRIF 60
2.6 (i)
Look at this :
There are just a few things I'd like to check with you.
Can you tell me the name of ... ?
Can you confirm by e-mail, tomorrow at the very latest ?
decided yet.
Don't worry, for the moment I haven't
got the details.
I'll telex you tomorrow, without fail to confirm.
What exactly do you mean by "boxes"?
Use the above expressions in the following mini-dialogues.
(ii)
1 Phone Mr. Jones (PAC Ltd) to check the name of the person to notify and the
total weight of the goods. He hasn't got the information but promises to send
confirmation the next day.
2 Phone Jane (ext. 210) (International Freight Forwarders) to check the exact
meaning of "perishables" (fruit ? meat ?) and if special temperature required
during transport. She promises to phone back that afternoon with the necessary
details.
3 Phone James Benton (ALC Lines) to check ETA Le Havre of vessel M/V
Mathilda from Rotterdam. He promises to e-mail the answer first thing tomorrow.
4 Phone Sylvia Thompson (Sea Cargo Services), ext. 523. She's not there. Leave a
message - re. Incoterm for consignment AZZ103 CFR or OF Hong Kong ?
5 Phone _______________ ( _________ ) Ex. ________ to check (1) _______
___________(2) ___________ S/he promises to telex / phone _________.
6 Phone _______________ ( _________ ) Ex. ________ to check (1) _______
___________(2) ___________ S/he promises to telex / phone _________.
OFPPT/DRIF 61
2.7 Listening
Listen to the description of different transport documents and try to fill in the blanks :
A standard shipping note

Is used by the ______________________in port and container _____________to control and organise
goods arriving from exporters. It contains details of the nature,_____________, volume, etc. of the
goods, the name of the ___________________________ and / or exporter, _________ _____ _____
____________, details of who is responsible for paying _______ _____, transit information where
applicable, haulier's ___________and ___________ reference numbers.
A shipping instructions form

Is ____________ by freight forwarders or shipping agents for exporters to complete when they have
________________freight space (air or sea). It contains details of the nature, weight, volume, etc. of
the goods, the names of the freight forwarders, ___________, shipper, etc. For
_____________________, this document also includes details of ______ ______ _____
_____________ of which can be arranged by the samecompany. It enables the carrier to _____
_____________ consignments from different shippers into one container going to the same
destination. It is also known as a _____________ ______ .
A bill of lading
has __ _____ _____________ . Firstly, it is a __________ for goods __________by the shipping
companyor its agent when the ___________is delivered to the _______ container base endorsed
"received", or the ship, ___________ "shipped on board for shipment". If the goods are in good order
and condition the B/L is ________________and when certain exceptions (for ___________ or
___________ items) are made it is known as dirty.
Secondly, it acts as a contract of ___________ between the shipper and the shipping line.Thirdly, the
B/L is a document of ___________, and ___________ of the goods will only be made to the person
holding an original bill. Bills of lading are often used to enable ___________ via a bank by
___________ ___________. A ___________ B/L is one that indicates that more than one shipping
line is transporting the goods and it is ___________ by the first carrier. A ___________ or house-bill
is one issued by a forwarder to the different shippers, as a receipt for goods, while the original B/L is
___________ to enable the forwarder to ___________ the ___________ shipment. Other documents
that are both __________ for goods and transport contracts between the shipper and ___________ are
an _______ ___________ a _______ note (for road haulage) and a _______ note for deliveries by
rail.
A commercial invoice
contains details of the goods and their ______ and origin and is used by exporters, importers, their
___________ banks, receiving agents at the point of ___________, and customs authorities to
calculate ______ ______ and enable _____________ .
A ________________ Invoice or certificate of origin

is sometimes ______________ and can be obtained from Chambers of Commerce. Some countries
require ________________ invoices, which are signed by an official of the relevant ____________of
the country to receive the goods.
OFPPT/DRIF 62
www.cours-ofppt.com
2.8 Making out a Bill of Lading
Look at the list below and find the equivalent terms in English of the Bill of lading and note
them down :
e.g. : Poids brut gross weight
marques et numéros ______________________

nombres d'originaux du connaissement ______________________
chargeur ______________________
voir la suite au verso ______________________
navire principal ______________________
volume m3 ______________________
déclaration ci-dessus faite par le chargeur ______________________
les marchandises seront réexpédiées ______________________
destinataire ______________________
les marchandises logées en conteneurs ______________________
nombre et genre des colis ______________________
pré-transport par ______________________
transitaire au poste de chargement ______________________
à l'ordre de ______________________
fret et frais ______________________
lieu d'émission ______________________
port de chargement ______________________
port de déchargement ______________________
dûment endossé ______________________
arrivée à notifier à ______________________
applicable seulement quand ce document ______________________
est utilisé comme un connaissement direct ______________________
lieu de réception ______________________
fret payable d'avance ______________________
fret payable à destination ______________________
destination finale ______________________
conteneurs en pontée ______________________
si X est indiqué ci-dessus ______________________
OFPPT/DRIF 63
UNIT THREE
Talking about recent activities
3.1 Listening
(i) Listen to the message Susan Bailey left for Jacques and note down what is said
about the following :
- yesterday
- Birmingham
- Ron Jones
- there
- weeks
- colleagues
- documents
(ii) Look at the following examples and then find the appropriate questions
e.g. We got your instructions (yesterday).

When did you get our instructions ?
We sent (the shipping details) off last week.

What did you send off last week ?
Now you go on :
a) They made out (the bills of lading) this morning.
b) Christian rang you this morning (about the dangerous goods).
c) We took delivery of (5) consignments from the USA on Monday.
d) The shipowner let me know the answer (this moring).
e) We stripped their container at the depot (because those were the instructions).
f) We called (our agent in Hong Kong) about the ETA.
g) The consignor packed his goods (in large crates).
h) Garry ot your e-mail (an hour ago).
OFPPT/DRIF 64
i) The goods came (250 kms) by rail.
j) The service to the Far East ran (once a month).
3.1 (iii) Making questions
Make a list of questions by matching each question word with one of the verbs :
Question word Verb
When transport
Where what send
Why cost
How long pick up
How far fly
How often cancel
How many fill in
Ho much
How long ago arrive
collect
Finished ? Now ask each other your questions !
(iv) Try and make up sentences using the verbs below. Try and use a verb from each
section in every sentence
e.g. : Yesterday, I filled out some documents and then I enquired about space for a
consignment of goods for Senegal
Yesterday I / they :
fill out receive send off

pick up confirm ring up
load
and then I / they
make out check enquire

deliver unload take
airfreight
OFPPT/DRIF 65
(v) Fluency exercise
The line is bad and you don't understand everything. Ask the necessary question to obtain the
missing information.
e.g. : A : They picked up the goods on …

B : Sorry, when did they pick them up ?
3.2 (i) Dialogue 1
A : Have you rung the airline company about the freight rates ?
B : Yes, I have. I rang them this morning and they were very helpful. They'll phone back as
soon as they have the details.
A : Oh good. Thanks very much
(ii) Dialogue 2
A : We haven't received your booking form yet and I'm afraid we can't complete the Bill
of lading until we have it.
B : That's very strange. I sent it off two or three days ago.
A : Well, look. It's rather urgent so perhaps you can send it by fax, by this afternoon at the
latest.
B : Yes, of course. Could you just give me your fax number again ?
Dialogue 1
Listen for a question and its answer.
Dialogue 2
1) Why did the agent ring the customer ?
2) Why was the customer surprised ?
3 )What did the agent ask the customer to do ?
OFPPT/DRIF 66
3.3 (i)
Look at this :
A : Have you rung the airport yet ?
B: Yes, I have. I rang them this morning.
A: We haven't received your booking form yet !
B: That's very strange. I sent it off yesterday
2 days ago.
(ii) Write questions and answers based on the information given
A B
e.g. : send off … documents ? Yes … Yesterday afternoon
A : Have you sent off the documents yet ?

B : Yes, I have. I sent them off yesterday afternoon.
Now you continue :
A B
1 Collect ... goods ? Yes ... at lunchtime
2 Ring back ... consignee ? Yes ... this morning
3 Ship ... leave on time ? No ... leave late
4 Receive ... customs clearance ? No ... not yet

5 Driver ... get in touch with you
this morning ? Yes ... first thing
6 Check ... B/Ls ? Yes ... yesterday afternoon
7 Pick up ... the container yesterday

afternoon ? Yes
8 Make out ... air waybills ? Just
9 Have confirmation … weight of goods ? Yes … on Tuesday
10 Arrange … transshipment ? Not yet.
OFPPT/DRIF 67
www.cours-ofppt.com
Answer the customer's questions using the words below :
e.g. : 1/ A : Have they sent the invoices yet ?

Yes / send / them / yesterday.
B: Yes, they sent them yesterday.
2/ A : Have you made out the document yet ?

No
B: No, I haven't.
1/ Yes / send / yesterday.

2/ No.
3/ Yes / load / this morning.
4/ No.
5/ Yes / speak / half an hour ago.
6/ Yes / be on phone / this morning.
7/ No.
8/ Yes / finish / at 10 a.m.
3.5 Some of the verbs below are incorrect. Can you correct them ?
1/ We have received your Bill of Lading last week, but we haven't received the Certificate
of origin yet.
2/ Your goods arrived yesterday, on flight no. BA 679. Please collect.
3/ We advise you that the MV Minerva has docked 2 days ago and that customs have
already cleared the goods. The consignee didn't pick up the goods yet. Please contact him
as soon as possible.
4/ The lorry carrying 82 cotton bales has arrived today, 17th April, in Antwerp.
5/ Our clients have accepted your proposed rates. We will confirm firm booking as soon as
possible.
6/ We sent off the documents last Tuesday.
7/ We didn't complete the booking form yet because we haven't received all the necessary
information about the cargo.
8/ They just finished loading on the MV Spanish Queen. The ETD is 12.00.
OFPPT/DRIF 68
3.6
Dialogue 1
A: Hello! This is Transworld Hauliers. I believe you're expecting a lorry load of cheese to
arrive this afternoon.
B: That's right. Is something wrong ?
A: Well, I've just had a call from the lorry driver. He's been waiting to cross the border for
the last 2 hours but there seems to be a hold up at customs.
B: Any idea when he's likely to arrive ?
A: No, but don't worry, he's promised to call me as soon as he's through customs and I'll
let you know.
B: Right. Thanks very much.
COMPREHENSION
Listen to the dialogue and mark the sentences True or False
1/ The lorry driver has just crossed the border.
2/ There was a delay at customs.
3/ The driver promised to call back when he reached his destination.
Dialogue 2
A: We've been expecting the consular invoice for consignment number BAC 11023 Bill of
lading no. 07B to arrive since last Tuesday and I'm afraid we still haven't received it.
We really must have it for customs clearance.
B: Yes, I'm sorry. I've been trying to get in touch with you about it. It seems there was a
problem at the consulate and so they didn't send it off until yesterday.
A: Hmm. I see. Well, as soon as you receive it can you send it by fax ?
B: Yes, of course. I'm really sorry for the inconvenience
OFPPT/DRIF 69
COMPREHENSION
Listen to the dialogue and mark the sentences True ou False.
1/ They were expecting the consular invoice last Tuesday, but it only arrived this morning.
2/ The consulate sent the invoice off yesterday.
3/ The consulate sent it off by fax
3.7 (i)
Look at this
He's been waiting to cross the border for two hours.
(He's still waiting - He hasn't crossed the border yet).
We've been expecting the consular invoice to arrive since Tuesday.
(They're still waiting (for) (it) - the invoice hasn't arrived yet).
They've been transporting containers ...
FOR SINCE
Twenty years 1960
..................... ................
..................... ................
..................... ................
..................... ................
..................... ................
..................... ................
..................... ................
OFPPT/DRIF 70
3.7 (ii) Exercise
Make one sentence from the 2 sentences in each example.
e. g. : The goods are on the quay. They unloaed them on Saturday.

The goods have been on the quay since Saturday.
1/ The driver arrived at customs at 10 o’clock.

He’s still here.
2/ They started unloading at 12 o’clock.

They’re still unloading and it’s now 1.30.
3/ We asked for confirmation last Tuesday.

We haven't received it yet.
4/ We started our haulage company 10 years ago.

We still transport goods by road.
5/ They started repairing the container at 11 o'clock.

They haven't finished yet.
6/ The freight forwarder started filling out the Bill of Lading at 3 o'clock.
It's now 3.30 p.m. and he hasn't finished.
7/ They started packing the goods half an hour ago.

They're still packing them.
8/ The fog came down at 9 o'clock. All flights are grounded.
3.7 (iii) Translate into English
1/ Nous attendons une réponse à notre e-mail depuis trois jours.
2/ Nous sommes transporteurs routiers depuis plusieurs années.
3/ Ils déchargent le navire depuis ce matin.
4/ Ils envoient des colis par avion toutes les semaines depuis des mois.
5/ Il est au téléphone depuis une demi-heure.
6/ Depuis combien de temps travaillez-vous au service import ?
7/ Depuis combien de temps les marchandises sont-elles sur le quai ?
8/ Depuis combien de temps l'avion attend-il pour atterrir
OFPPT/DRIF 71
www.cours-ofppt.com
3.8 Listening
Listen to the dialogue and make notes like this :
Job When Serge Someone else
1. make out documents yesterday X
2. ________________ ____________ ____________ ____________
3. ________________ ____________ ____________ ____________

________________
________________
4. ________________ ____________ ____________ ____________

________________
________________
5. ________________ ____________ ____________ ____________

________________
________________
6. ________________ ____________ ____________ ____________
3.9 (i)
Look at this :
He has made out the documents.
The documents have been made out.
Have they been sent off ?
He put the documents in the post yesterday.
The documents were put in the post yesterday.
Were they-put in the post yesterday ?
OFPPT/DRIF 72
3.9 (ii) Form a question in the passive using the words below :
e. g. : Inform / yet / consignee / about changed ETA
Has the consignee been informed yet about the changed ETA ?
1/ Inform / yet / consignee / about changed ETA ?
2/ Check / air waybills / yesterday ?
3/ Repair / yet / container ?
4/ Give / lorry driver / all documents before leaving ?
5/ Change / ETD ?
6/ Delay / loading / yesterday ?
7/ Confirm / yet / booking ?
8/ Hand over / yet / documents / to the bank ?
3.9 (iii) Fluency exercise :

e. g. : Have the documents been sent off ?
(yes / last week)
1/ Yes / last week.
2/ Yes / just.
3/ Yes / this morning.
4/ Not … yet.
5/ Yes / yesterday.
6/ Yes / by fog.
7/ Yes / this afternoon.
8/ Not … yet.
3.10 Put the verbs in brackets ( ) in the correct tense.
1/ We are pleased to inform you that container no. INSEP/0623 (load) on MV Red
King. The ship (leave) at 12.00 this morning. ETA Alexandria 15th … The
necessary documents (give) to Captain.
Best regards.
2/ Urgent : lorry with consignment 02635 (stop) at Italian customs. (Check)

documents before departure ? They (not coincide) with contents of lorry. Please
contact Senor Galliani. Tel no…….
3/ Your cases marked MAK/012

MAK/013
MAK/014
(unload) at 10 a.m. and (pick up already) by haulier company. Providing no
problems they will arrive before 7 p.m.
OFPPT/DRIF 73
UNIT FOUR
Dealing with changes
4.1 (i) Read the following e-mail
PINER SA
Attn : Mr. ROCHESTER

Frm :J-François Leroux
RE : ETA TOKYO EXPRESS 476 W

VESSEL DELAYED DUE TO ENGINE TROUBLE
NEW ETA NOT KNOWN. WILL CONFIRM ASAP
REGARDS J-FRANCOIS
COMPREHENSION
What’s changed and why ?
(ii)
Envoyer un e-mail à votre client Mr. Jones à Birmingham (UK) afin de lui expliquer que ses
marchandises en provenance de Bordeaux par avion vol Air France 672 auront du retard à
cause d’une grève à l’aéroport de Paris Orly. Vous lui confirmerez l’heure de départ dès que
vous la saurez.
Write a mini-dialogue between you and Mr. Jones to confirm the new arrival time.
Apologize for inconvenience.
OFPPT/DRIF 74
4.2 Dialogue
First listen to the dialogue before reading it. Then listen and read again.
(i) A road haulier phones a company in Norfolk.
A: Hello ! Norfolk United Steels. Can I help you ?
B: Yes. Can you put me through to the Import Department please ?
A: Yes, one moment please.
C: Hello, Willams. Import Department.
B: Hello. This is Gilles Richards from Routier Trans-Manche. I’m phoning about a lorry
load of goods you’re expecting from Rungis and which are due to come across on the 3
o’clock ferry from Boulogne to Dover.
C: Yes, that’s right. What’s the problem ?
B: Well, unfortunately the lorry has broken down and won’t reach Boulogne in time for the
ferry. I’m awfully sorry.
C: Oh dear, that is a nuisance. Can’t you put the goods on another lorry ?
B: Well no, I’m afraid not. We haven’t an agency in the area. But I’m sure we can repair
the lorry so that it could get the 7 o’clock ferry. But of course it won’t arrive at your
factory until late in the evening.
C: I see. Well; that’ll have to do then.
B: Good, just one more thing. Will there be anyone to unload the goods ?
C: Well, providing they arrive before 10 p.m., yes. If not, I’m afraid the driver will have to
park up and wait until the morning.
B: Right. I’ll let him know. Well, that’s all. I really am sorry, but these things happen!
C: Yes. I suppose they do. Thank you for letting me know and if they are any other changes
perhaps you can ring me back. Goodbye.
B: Yes, of course. Goodbye.
OFPPT/DRIF 75
COMPREHENSION
Following the telephone call from the road hauliers, Mr. Williams of Norfolk United Steels
left a message for the night foreman telling him about the conversation. Did he get the facts
right ?
To : John Turner, night foreman.

Re : Delivery of goods from Rungis via Calais / Dover ferry (3 pm)
Lorry broken down. Hauliers will put goods on another lorry which will catch 9 pm
ferry. Goods won’t be here before early tomorrow morning. Please unload goods
and give driver a cup of tea and serve breakfast.
Regards Peter Williams.
(ii)
Imagine similar conversations to the one between Mr. Williams and the haulier.
Use the situations below.
Write a mini-dialogue for each example.
1/ Goods from Rome. Lorry driver ill.
2/ Goods for Warsaw. Bad weather. All planes grounded.
3/ Goods for Barcelona. Train derailed.
4/ Goods for New-York. Dockers strike. Problems with unloading.
5/ Goods for Southampton. Delayed. Customs inspction.
6/ Goods for ________ . _____________ ____________ .
OFPPT/DRIF 76
www.cours-ofppt.com
4.3 (i) Read the following e-mail :
Attn : Paul Deschamps.

Frm : Willheim Schmidt.
Re. : Cargo booking on Air France Flight n° 279 to Frankfurt.
Would also like to book space for another case to leave on same flight. Is that possible ?
Pls confirm if OK.
Regards W. Schmidt.
Now listen to the dialogue
(ii) Dialogue (part 1)
Paul Deschamps rings ACL Ltd.
A: Hello. This is Paul Deschamps. I’d like to speak to Willheim Schmidt please.
B: Yes, speaking.
A: Hello. I’ve just received your e-mail concerning space for another case.
B: Ah yes. Can we send both at the same time ?
A: Well, I don’t think we can manage that. The flight’s completely full. The only
thing we can do is to book space on another flight.
B: Oh dear. When does the next plane leave ?
A: On the following day, but as you’ve left it a bit late, I’m not sure there’s likely
to be space available.
B: Well, look can you find out about that and let me know as soon as possible ?
A: Yes, of course.
COMPREHENSION
1 What is Paul Deschamps’s answer to Mr. Schmidt’s question about a second case ?
2 What does Mr. Dschamps suggest ?
3 Is this suggestion completely satisfactory ?
OFPPT/DRIF 77
Dialogue (part 2)
Some time later.
A: Hello, Paul Deschamps again. You’re in luck. We’ve just had a cancellation,
so we can send both of your cases at the same time.
B: Oh good. I suppose you’ll need some details on the other case ?
A: Yse. Can you hold on, I’lljust get my copy of the waybill. Right. Now then.
What are you sending in the other case ?
B: Leather handbags.
A: What are the dimensions of the case ?
B: 100 x 100 x 80 cm.
A: Right. Are there any marks on the case ?
B: Yes. It’s marked KIL 4705/l.
A: What’s the gross weight ?
B: 25 kgs.
A: Right. The rest of the calculation. I’ll do myself. I think that’s all then. I’ll send
you off a copy as soon as I can.
B: OK thanks very much. Goodbye.
A: Goodbye.
COMPREHENSION (PART 2)
Why can Mr. Schmidt now send his other case ?
Now look at the Air Waybill and change it according to the details Mr. Schmidt gives the
freight forwarder.
OFPPT/DRIF 78
OFPPT/DRIF 79
UNIT FIVE
Talking about possibilities
5.1 Dialogue
The British agent of shipping line phones the French representative of the same company in
Le Havre.
A : Hello. I’d like to speak to Mr. Le Grand please. Jack Turner here.
B : Yes, this is Jean Le Grand. Hello Jack. What can I do for you ?
A : Well, it’s a question of transferring some goods arriving in La Havre onto a feeder
vessel for London, Tilbury.
B : Yes. Can you give me a few more details ?
A : Yes, in fact it’s a 20’ container number ICSU 335.269/2, final destination Manchester.
At the moment it’s on board the MV Triple Star coming from Mombasa. It contains
tropical fruit and the gross weight is 6,667 kilos.
B : I’ve got that. What’s the ETA ?
A : 29th October.
B : OK, and what ship is it for ?
A : The Anna Britt, leaving Le Havre on 31st.
B : Mmm. A Monday. It may take a day or two to get the necessary documents and we might
miss the feeder vessel.
A : Well, you do your best and if there’s a problem e-mail me. But you see the trouble is, it’s
rather an urgent consigment and we might have to arrange for the onward journey via
another Channel port if necessary. It’s CIF Tilbury, so we couldn’t put on a ro-ro vessel
Le Havre – Portsmouth.
B : I’ll certainly do what I can and let you know by e-mail.
A : Good. Thanks very much. Bye.
B : Bye.
OFPPT/DRIF 80
www.cours-ofppt.com
Based on the dialogue, complete the following :
1 ___________ ___________ telephones__________ __________ in Le Havre
2 He wants a container to _______ ___________ onto a __________ _______ .
3 The container reference is _________ ____________ .
4 The container final destination is _________ , via _________ London.
5 The container is on board the MV _________ _________ from __________

ETA ___________ .
6 The gross weight of the container of _________ ___________ is ________

kilos.
7 The Anna Britt is _________ Le Havre on 31st.
8 The container might ________ the __________ ___________ because of

delays at _________________ .
9 The consigment is__________ ____________ so they can’t ship it to

Portsmouth by ____________ ____________ vessel.
10 The agent in le Havre _______ ____________ the agent in _________ know

by _______ .
5.2 (i)
Look at this :
Talking about possibilities.
- It may take a day or two to get the necessary documents.
- We might miss the feeder vessel.
- We might have to arrange for the onward journey via another port.
- We may not have enough time to make the arrangements.
- It’s not likely that there will be any space available.
- Freight rates by rail are not likely to be cheaper.
OFPPT/DRIF 81
(ii) How would you inform a foreign contact of the following :
1/ Nous serons peut-être obligés de charger les marchandises sur la camion ce soir.
2/ Il se peut que les factures proforma ne vous parviennent pas avant la semaine
prochaine.
3/ Il y a peu de chances que notre agent puisse prendre contact avec la chargeur ce
matin.
4/ Nous mettrons peut-être quinze jours à dédouaner les marchandises.
5/ Il se peut que l’agent maritime ne signe pas la connaissement.
6/ Le chauffeur va peut-être pouvoir vous donner une idée de la durée du trajet.
7/ Le colis sera peut-être emballé dans du carton bitumé.
8/ Il se peut que l’assurance ne veuille pas rembourser.
9/ Il y a peu de chances que la remorque soit réparée avant la fin de la semaine.
10/ Vous serez peut-être obligé d’affréter un avion si vous voulez que les
marchandises arrivent à temps.
e.g. : A: Is it alright if the goods arrive tomorrow afternoon ?

B: Well if they arrive tomorrow afternoon they might miss the feeder vessel.
1/ They … miss … the feeder vessel.
2/ We … have time … make arrangements.
3/ We … have to book … other consignments.
4/ You … need to wait … other consignments.
5/ Bank … not … pay.
6/ You … be liable … warehousing costs.
7/ He … charge … details tomorrow.
OFPPT/DRIF 82
5.4 E-mail
(i) Write the e-mail Jean Legrand sends Jack Turner to confirm the transhipment of the
container onto the Anna Britt.
Inclure les éléments suivants :
- Référence à la conversation téléphonique
- Transbordement sur « Anna Britt » ETD Le Havre

ETA Tilbury
- Détails concernant le conteneur

l’expéditeur
le destinataire
les conditions de transport (tous frais payés à l’avance
porte-à-porte).
- L’original du connaissement + 1 document T2 + N° de référence à bord.
(ii) There’s a problem
Read the following urgent e-mail that Jean Legrand sends to Jack Turner.
ATTN : Jack Turner

FRM : Jean Legrand
URGENT re Transhipment
TRIED TO PHONE YOU THIS MORNING IMPOSSIBLE FOR US TO TRANSHIP

CONTAINER ICSU 335 269/2 ONTO ANNA BRITT. DID NOT GET RELEVANT
DOCUMENTS IN TIME. WE CLD ARRANGE FOR CONTAINER TO BE
TRANSPORTED BY ROAD OR RAIL TO ROTTERDAM OR ANTWERP IF
NACESSARY. PLS ADVISE BY PHONE SOONEST.
SINCERE REGARDS.
JEAN LEGRAND
5.5 Dialogue
Jack Turner phones back Jean Le Grand after he receives the e-mail (2).
A: Is that you Jean ?
B: Yes, speaking.
OFPPT/DRIF 83
A: Jack Turner here.
B: Good; So you received my e-mail ?
A: Yes, just now. So you didn’t manage to get the container onto the Anna Britt ?
B: No, in fact there was a hold-up at customs. They wanted to check the contents of
the containers, and apparently the goods didn’t correspond exactly to the
dscription on the Bill of Lading. Anyway, don’t worry, it’s all been sorted out. The
question is, what do you want us to do now ?
A: Well, the container must reach Tilbury at the latest on Thursday, and there isn’t
another feeder vessel until Friday from Le Havre. If I were you, I’d send the
container by road or rail to Antwerp.
B: We can easily arrange that.
A: And perhaps you’d better find out which is better and cheaper.
B: Yes, I’ll do that. If it leaves tonight or tomorrow it’ll get to Antwerp by Tuesday
and it can be loaded on the Wind Spirit and be in Tilbury on Thusdays morning.
A: That sounds alright. Just make sure it reaches Tilbury by Thursday, and please
don’t forget to send me details of the arrangements.
B: I won’t forget. Don’t worry. Bye then.
A: Bye.
Listen to the dialogue and note down the context of the following :
manage
customs
contents
B/L
sort out
reach
feeder vessel
Antwerp
find out
tonight or tomorrow
Wind Spirit
make sure
details
worry
OFPPT/DRIF 84
5.6 (i)
Look at this :
If I were you I’send the container by road or rail.
You’d better find out which is quicker.
Just make sure it reaches Tilbury by Thursday.
Please don’t forget to send me details …
Don’t worry, I won’t forget …
(ii)
If I were you I’d … / You’d better …
What would you advise someone to do in the following situations. You might have several
ideas for each situation. Write them down.
The lorry has We haven’t got the

broken down certificate of Origin.
This consignment of medical

supplies is very urgent.
We’re not very happy We don’t know exactly how

with our forwarding agent. to pack these electrical goods
for the journey by air.
Which of the two airlines How can we make sure the goods
is the most reliable ? reach New York by Friday at the latest
We’ve got more than 40 tons We don’t know on what terms

to transport by road. to transport the containers.
We still haven’t received the
consular invoices and health
certificates.
All the goods we received

are damaged.
(iii)
Write down some instructions using the following expressions.
OFPPT/DRIF 85
www.cours-ofppt.com
UNIT SIX
Consolidation
6.1 Choose the correct answer
1/ We’d like a) that the goods be pick up

b) to have the goods picked up
c) the goods to pick up
2/ How long a) does the sea voyage take ?

b) takes the sea voyage ?
c) the sea voyage is ?
3/ Your trailer a) won’t reach the Hague until tomorrow

b) will reach the Hague until tomorrow
c) won’t arrive the Hague tomorrow
4/ We’ll release the consignment as soon as

a) we will have customs clearance
b) it is cleared by customs
c) it will be cleared by customs
5/ Our agent a) has already receive confirmation

b) already received confirmation
c) has already received confirmation
6/ a) Has the container left

b) Did the container left
c) Did the container leave the terminal yet ?
7/ The feeder vessel a) berthed there is an hour

b) has berthed one hour ago
c) berthed an hour ago
8/ We a) have used the same company since 5 years

b) have been using the same company for 5 years
c) are using the same company since 5 years
9/ How long a) has the driver been waiting ?

b) is the driver waiting ?
c) waits the driver ?
10/ The customs documents a) are made out yesterday

b) have been made out yesterday
c) were made out yesterday
OFPPT/DRIF 86
11/ a) Have been the containers stripped yet ?

b) Have the containers been stripped yet ?
c) The containers have been stripped yet ?
12/ How often a) the goods train runs ?

b) run the goods train ?
c) do the goods trains run ?
13/ The vessel a) is likely to call in at Le Havre

b) may to call in at Le Havre
c) might call in Le Havre
14/ If I a) was you I airfreight the goods

b) were you I’d airfreight the goods
c) were you I airfreight the goods
6.2 (i)
Transport… New Brief… Transport… News Brief … Transport…News Brief
OH ! WHAT A LOT OF CARS !
Listen to the item of news and answer the following questions :
1/ Have Tilbury docks ever handled such a cargo ?
2/ How many vehicles were unloaded ?
3/ What was the name of the ship and where was she berthed ?
4/ How long did the unloading take ?
5/ What are the Port of London Authority’s hopes for the future of Tilbury’s docks ?
OFPPT/DRIF 87
(ii)
DEVELOPMENT AT TERRY’S
Listen to the news item about Terry’s Transport Company and fill in the blanks.
Terry’s Transport ___ ________ in _____ by David Terry, operating from one office in
Essex with just ___ _______. Since then his company ______ _________ considerably and
___ ________ by Davind and his three brothers Tom, Dick and Harry. They ____ just ___
_______ new premises only ___ miles from Tilbury and _____ miles from London which
____ __________ a few weeks ago.
This ____ ______only ______ to the great advantage of the transport business where a
central location is vital but also ____ ___ new opporutinites for Terry’s. The large amount of
land __________ ________ that warehousing could be ________.
The _____ ____ ____ by Terry’s and have a _____ _____ at each end. In fact, the
warehousing side of Terry’s business ____ __________ rapidly. This is due partially to the
sophisticated equipment _______ forklift trucks and mobile cranes. On the transport side, the
company operates ____ tractor units and ____ _________. Also six skeletal ________ ___
_______ in the fleet. These are used for ________ __________. Another recent introduction
was 6 taut liner vehicles, which are curtain-sided ________ to enable quick _______ and
___________.
Although competition is very fierce in the transport industry, Terry’s ______ ________ a
great number of ______ ________ customers. They _____ _________ for Procter and
Gamble, and several other companies ____ _____ ____ Terry’s services ______the ____.
Proof of Terry’s __________ and __________ service.
(iii) Devlopment at Terry’s
Form questions appropriate to the answers given.
1/_____________________________________________________________________?
In 1946.
2/_____________________________________________________________________?
David Terry.
3/_____________________________________________________________________?
Only one lorry.
4/_____________________________________________________________________?
By David and his three brothers.
5/_____________________________________________________________________?
Five miles from Tilbury and 25 miles from London.
6/_____________________________________________________________________?
A few weeks ago.
OFPPT/DRIF 88
7/____________________________________________________________________?
A central location.
8/____________________________________________________________________?
It meant the construction of warehousing.
9/____________________________________________________________________?
At each end of the warehouse.
10/___________________________________________________________________?
Ten forklift trucks and mobile cranes.
11/___________________________________________________________________?
Forty tractor units and a hundred trailers.
12/___________________________________________________________________?
Carrying containers.
13/___________________________________________________________________?
To unload and load quickly.
14/___________________________________________________________________?
A great number of regular customers.
15/___________________________________________________________________?
Since 1950s.
(iv) Air France
Listen to the news item about Air France and mark if the following are True or False :
1/ Air France was formed on August 13th 1930 by the merger of four airlines.
2/ The flight network extends over 517,000 miles and includes 178 destinations in 87
countries.
3/ Air France has 103 passenger aircraft and 18 Boeing 747 freighters.
4/ In 1987 Air France carried 13,241,000 passengers, covered 136 million miles and flew
438,000 flight hours.
5/ 55,000 people work for Air France, including 9,600 flight personnel.
OFPPT/DRIF 89
6.3 E-mails
(i) You receive the following e-mail from a French supplier who has sent some goods by ship
to Portugal. Write the e-mail you send the Portuguese agent of the shipping line you
represent.
URGENT
Mail ref 094376
SSMINERVA Dest. LISBONNE (ETA 25.4.89)

B/L 950 du 15.3.89 342 BALLES (CT50123)
Bonjour,
En l’absence de B/L originaux, nous vous prions de contacter de toute urgence votre agent de
ligne à Lisbonne pour autoriser la décharge directe du lot dans les magasins de l’acheteur
portugais. Il faut impérativement que le nécessaire soit fait sans délai, ceci afin d’éviter de
gros frais supplémentaires au port.
Avec nos remerciements.
Cordialement
(ii) Two days later you receive another telex from the French supplier.
Très Urgent
SS MINERVA Dest. LISBONNE
B/L 950 DU 15.3.89 342 BALLES (CTW50123)
Notre acheteur portugais n’a toujours pas reçu l’autorisation de réceptionner ses marchandises
à Lisbonne ex SS Minerva, arrivé depuis hier.
Avez-vous fait le nécessaire auprès de votre agent de ligne à Lisbonne comme demande dans
notre précédent e-mail.
Veuillez envoyer l’autorisation et nous tenir informés.
Cordialement
Write the second e-mail you send your agent in Lisbon and the confirmation you receive from
Lisbon that the matter is now settled.
OFPPT/DRIF 90
www.cours-ofppt.com
6.4 Complete the following conversations.
1/ A: I’m afraid we still haven’t received your shipping instructions yet for the
consignment to New York.
B: I don’t understand. We…
2/ A: About the airfreight we want to send urgently to Kenya. How often are there flights
and how long do they take ?
B: Well, there’s…
3/ A: The lorry might not get to Italy on time. You see, the customs are on strike.
B: In that case,…
4/ A: Consignment no.245/67 has been waiting to be picked up since last week. It’s going
to cost you a lot of money you know.
B: Oh dear…
5/ A: Why haven’t our goods been cleared yet ?
B: Well, you see…
OFPPT/DRIF 91
WHAT’S THE MATTER ?
Unit one Stating and dealing with problems
Unit two Explaining past actions
Unit three Relating
Unit four Suggesting
Unit five Insisting
Unit six Talking about responsibilities
Unit seven Consolidation
OFPPT/DRIF 92
UNIT ONE
Stating and dealing with problems
1.1 Match what is said to the problems
1)______ We didn’t order oranges!
2)______ It looks as if someone has helped himself to a few boxes!
3)______ They’ve forgotten to add VAT.
4)______ I thought it was ex-works not ex-quay!
5)______ This tea’s no good! Look at the state of the seals on the chest!
6)______ Half of the contents are broken.
7)______ They said another fortnight.
a) pilferage
b) wrong goods
c) freight damaged in transit
d) delivery delays
e) lost documents
f) faulty packaging
g) incorrect incoterms
h) cost error
1.2 Here are some more problems
- customs restrictions (e.g. on certain foodstuffs)

- wrongly/insufficiently completed documents
- non-payment
- delay of payment (payment is overdue)
- non-fulfilment of contract
- non-execution of order
- incorrect precautions taken (e.g. for perishable goods/goods that ship badly)
OFPPT/DRIF 93
1.3 Dealing with problems
What are the most common problems that you have to deal with in your situation at work?
What is the most difficult?
Write a paragraph entitled “problems”.
1.4 What could these problems lead to?
Look at this:
Customs restrictions could lead to the goods being sent back.

result in
mean
Non-payment could mean legal action (being taken).

might
can
1.5 Look at the following dialogues
Student A /Student B
1/ A customs restrictions
B goods returned
A: What happens if there are customs restrictions?
B: Well, customs restrictions could lead to the goods being returned.
2/ B non payment
A legal action
B: What happens in the case of non-payment?

A: Well, non-payment could mean legal action being taken.
Now you ask the questions using the following prompts. Then write the answers.
3/ incorrect incoterms
4/ delivery delays
5/ incorrect precautions
6/ faulty labelling
7/ problems at the customs
OFPPT/DRIF 94
8/ legal procedure
9/ prosecution
10/ overloading
1.6 Look at the following dialogues
Student A /Student B
1/ A customs restrictions
B goods returned
A: What happens if there are customs restrictions?
B: Well, customs restrictions could lead to the goods being returned.
2/ B non payment
A legal action
B: What happens in the case of non-payment?

A: Well, non-payment could mean legal action being taken.
Now, answer questions using the following prompts.
3/ problems of responsibility
4/ lost orders
5/ damaged goods
6/ delivery mistakes
Now, you ask the questions using the following prompts.
7/ lost documents
8/ non-fulfilment of contract
9/ pilferage
10/ incorrect weights
OFPPT/DRIF 95
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1.7 Listening
You will hear four short telephone dialogues. As you listen, complete the following chart.
Who are the How would you What is the problem?

speakers? describe their
moods?
Dialogue A A Lorry driver
B angry
Dialogue B A
B Coach company
employee calm
Dialogue C A Mr Frémont
Claims dept
B
Dialogue D A
B apologetic
OFPPT/DRIF 96
1.8 Letter
Study the letter below :
AVON DAIRIES, Bath, Avon, BA6 5YZ

Tel : +44 (0)1978 786532 Fax : +44 (0) 1978 786540
e-mail: contact@avondairies.co.uk
Mr Henri Dupont,
TRR Services
Bd du midi
50000 Cherbourg
10 May 2006
Dear Mr Dupont,
Further to our phone call this morning, 10 May 2006, we regret to inform you that after
enquiries made at the Paris destination point, Les Cremeries Fontaine, it would seem that all
losses incurred in the consignment n° 6843 were due to the malfunctioning of your
refrigerated lorries.
Owing to the seriousness of the matter, we hope you will deal with it promptly.
Yours sincerely,
J. Richards (Mr)
Export department
OFPPT/DRIF 97
1.9 Look at this :
Expressing problems
The first two lines are completed as examples. Fill in the gaps lower down the table.
Orally Letter E mail Fax Text message

I’m afraid there We regret to Regret to inform Regret to inform Pilferage pb
has been a inform you that a you that there’s a you that there’s a
problem of problem has pilferage pilferage
pilferage occurred problem. problem.
concerning
pilferage.
We’re rather We are We r concerned
concerned about concerned re re non-paymt of
the non-payment non-payment of Cons 7
of consignment consignment
number 7. number 7
We’re sorry to We regret to We r complaing
complain but this have to complain about delay.
delay is really about this delay.
not acceptable.
Something Regret to inform
unfortunate has you of an
happened unfortunate
incident.
This is a serious Owing to the This is a serious
problem and it seriousness of problem. Please
must be sorted the matter, we advise asap.
out. hope you will
deal with it
promptly
We’d like to We shall be We’ll claim
lodge a claim lodging a claim compensation
We’d like to We are writing to We are We r claimg
claim claim contacting you to compensation
compensation for compensation for claim
non-delivery non-delivery. compensation for
non-delivery.
OFPPT/DRIF 98
Apologising

I’m afraid we’ve Regret to inform Sorry, mistake on
made a mistake on you that there’s a B/L
the bill of lading mistake on the bill
of lading.
We’re ever so We are writing to
sorry about the express our regret
inconvenience regarding the
inconvenience
caused.
I do apologise for Please accept our
the delay apologies for the
delay.
This is a serious We acknowledge Sorry pb not sorted
problem and we’re the seriousness of sooner
sorry that it wasn’t this matter, and
sorted out sooner.. express our regret
that it was not
resolved sooner.
Making excuses

I think there must We should like to There appears to Mistake ?
be a mistake point out that there be a mistake.
appears to be a
mistake.
We’re sorry about Whilst expressing Sorry 4
what happened but our regret that you inconvenience but
it is quite normal were all normal
procedure inconvenienced,
we would point
out that the normal
procedure was
followed.
I don’t think it We should like Please consider the
quite happened you to consider the circumstances.
like that. circumstances
involved
I think you’ll find The information Factory closed on
that the factory that we have arrival of truck.
was closed when received is that the
the vehicle arrived. factory was closed
when the vehicle
arrived.
OFPPT/DRIF 99
www.cours-ofppt.com
1.10 Reply to the letter from AVON DAIRIES
Choose from a format from those listed below:

Write an oral response (dialogue)
Write a letter
Write an e-mail
Listening
Listen to the dialogues on the tape and decide whether the speakers are apologizing and/or
making excuses.
1/
2/
3/
1.11 Complete the following dialogues
1/ Agent: I’m afraid there has been a problem.

……..
Forwarder: This is serious! Can you look into it ?
Agent: Alright. I’ll let you know……
2/ Shipper: I’m sorry but we’ve made a mistake on the booking form regarding the weight.
Forwarder: What is the ….?
Shipper: Could you change it to …?
Forwarder: Fine. That’s done. Thank you for informing us.
3/ Decide who is speaking.

?: Good morning. We’d like to claim…
?: I think there must be a mistake…
?: Oh, I’m sorry! I do apologize. I misread the ……
4/ Shipper: We’re rather concerned…

Forwarder: I’m sorry for what happened but…
Shipper: I don’t think …
Forwarder: OK. I’ll …
1.12 E-mails
Look at the chart in 1.7 again and rewrite the situation as a series of e-mails (two per
dialogue) one to complain, one to apologize/make excuses.
OFPPT/DRIF 100
UNIT TWO
Explaining past actions
2.1 Look at this:
You should be aware of the weather conditions (at all times)
It could’ve been avoided (but it wasn’t!)
You should’ve notified us of any necessary precautions at the time of loading (but you didn’t)
2.2 What should shippers, transporters, freight forwarders be aware of ?
Choose a product and make your list.
2.3 E-mails
Read the following e-mails and say what should’ve or shouldn’t have been done.
A/
From: mtaylor@fasttpt.co.uk
To: perricault@fretrapide.fr
Re: Consignment no. 984309
Hi Jacques,
We’ve located B/L. The goods were manifested to go to Santander not La Rochelle. Jean’s
dealing with the problem and will do a cargo tracer and let us know asap.
Best regards
Mike
e.g. The goods should have gone to Santander.
OFPPT/DRIF 101
B/
From:stephane.dumas@fretrapide.fr
To: contact@jcoleman-and-sons.co.uk
Re: Consignment no.873245
Dear Mr Coleman,
We regret to inform you that the consignee has refused the goods. The reasons are stipulated
on the attached delivery sheet.
We would ask you to put the correct labelling on the goods in the future.
Regards.
Stéphane Dumas
C/
From: suehaley@tttservices.co.uk
T: bergmann@flugsped.de
Consignement no 543765 Boxes chemicals
Hello Hans,
The goods are not conform to EU regulations. Customs will not allow clearance.
Please advise.
Best regards
Sue
D/
From: rypdal@intertranspt.be
To: cblot@fretetout.fr
Consignment of 355 cartons perfume no. 762398
Dear Ms Blot,
We regret that 16 cartons were missing on arrival in Copenhagen. The consignment was noted
as correct on departure but no official checks were made at the different delivery points.
Please forward the remaining 16 cartons asap.
Thanks and regards.
Nils Rypdal
OFPPT/DRIF 102
2.4 Listening
Listen to the following dialogues and complete the chart.
Number Problem What should’ve/shouldn’t have been done

1.
2.
3.
4.
5.
2.5 Explaining reasons
Look at this:
What could have been the reason for the problem in each case?
What might have been the reason for the mistake?
What may have been the reason for the misunderstanding?
Here are some suggestions:
It/might have been/ caused by/atmospheric conditions

It/could have been / due to /bilge
It/may have been owing to / corrosion
incorrect labelling
the canvas not being securely fastened
What other reasons can you think of ?
If you are more or less certain of the reason you can use:
Look at this:
It must’ve been due to

owing to
2.6 E-mail
Look at 1.1 again and write an e-mail explaining one of the problems.
OFPPT/DRIF 103
Answer the caller’s questions as in the examples.
e.g. : 1/ A (the caller):The freight arrived three days after the estimated time of arrival.
Was there a dockers’ strike?
B (you ): I’m not sure; It might’ve been due to a dockers’ strike. (possible)
2/ A (the caller): The goods were badly damaged. Was there a problem of cargo
shifting?
B (you): Yes, I think it must’ve been due to cargo shifting (probable).
Now, you continue and listen to the tape to check your answer.
1/ possible
2/ probable
3/ probable
4/ possible
5/ possible
6/ probable
2.8 Responding to accusations
FAIR ACCUSATION OR UNFAIR ACCUSATION ?
Yes, I agree we should’ve No, I’m sorry. I don’t agree !

checked the load on I think it could’ve been caused by an
departure. I’m ever so sorry! Incorrectly completed bill of health.
AGREE
1/ A: I don’t think we’ve received payment for the last shipment.
B: I’m ever so sorry. You’re right, we should’ve sent it to you by now.
OFPPT/DRIF 104
www.cours-ofppt.com
Complete the following dialogue :
2/ A : Unfortunately, you didn’t mention the forwarding station on the consignment note.
B:
DISAGREE
1/ A : You said handling costs were included in the estimate.
B: No, I’m sorry. It is clearly stated in the contract that they are extra costs. You should’ve
read it more carefully.
Complete the following dialogue.
2/ A: I hold your company responsible for the damage. It must’ve occurred during transit.
B:
2.9 Think of four situations where apology is necessary
Fill in the chart below, then write an appropriate apology for the situation.
The problem People involved Possible reasons Appropriate

apology
Situation 1
Situation 2
Situation 3
Situation 4
OFPPT/DRIF 105
UNIT THREE
Relating
3.1 Reading text
First- what happens ?
Complete the following using the vocabulary provided.
On arrival at the destination point (____________, port of discharge, airport of destination),

the _____________ must be collected by the ____________ or his representative.
He is notified by ___________. He will then sign a ____________ either giving a

_________if everything is in order or, if he finds there is a problem, he will give a
___________.
In the latter case, he will mention the reason for his reticence on the form and then
____________. Damage will then be estimated.
Vocabulary
advice note qualified acceptance

merchandise receiving station
lodge a claim delivery note
3.2 Listening
A freight forwarder is explaining why a consignment was late.
Listen and note down in chronological order what happened.
1/ ______________________________________________________________________
2/ ______________________________________________________________________
3/ ______________________________________________________________________
4/ ______________________________________________________________________
5/ ______________________________________________________________________
6/ ______________________________________________________________________
OFPPT/DRIF 106
3.3 Look at this :
What’s the matter ? What’s up ?
Could you tell me in more detail? I need facts.
Would you go through it step by step?
Could you give me details from the beginning ?
Well, what seems to be the problem ?
Could you tell me exactly what has happened ?
Dear Sir,
Could you please notify us as soon as possible ?
Could you please send us details as soon as possible ?
info@ttsservices.co.uk
Regarding the shipment to Cairo, could you please send us details asap.
Best regards
3.4 Explaining
Imagine some conversations, letters, e-mails using the examples above. Make sure you know
what the problem is and the details that are needed.
Look at this:
He was loading the plane when I arrived.
While she was filling in the documents he was checking for breakages.
We were living in Canada at that time.
When I got to Marseilles, my company had already e-mailed about the error, so I had no
explaining to do.
OFPPT/DRIF 107
3.5 Look at these pictures and put them in order
OFPPT/DRIF 108
Here is some language to help you.
“First, I think this is what happened.”

“Next/After that/Then”
“This is next because…”
“Finally, ….”
I think this is what happened next.
Write an e-mail for picture E.
Write the dialogues for B,C,G, J and K
Write the letter for H
3.6 Listening
While listening to Anne Filippo and Michel Desbois, decide whether the following statements
are true or false.
Correct the false statements by saying what is true.
A/ The consignment was from Sicily to Germany. T/F
B/ The employee wants to find the Bill of Lading before continuing the conversation.
T/F
C/ The freight was transported in an uncovered vehicle. T/F
D/ It left the forwarding station on January 8. T/F
E/ The temperature was –30°. T/F
F/ There were few stopovers on the way. T/F
G/ According to the consignor, it is common knowledge that wine freeezes easily. T/F
H/ The forwarder wants the consignor to phone back with more details. T/F
OFPPT/DRIF 109
www.cours-ofppt.com
3.7 Look at the following words and expressions
Find similar ways to express the same meanings in the text of the listening passage.
1/ shipment 7/ conscious
2/ atmospheric 8/ hold on (telephone)
3/ disturbing 9/ under
4/ consignee 10/ were not delivered
5/ pick up area 11/ let someone know
6/ I’m sorry to say 12/ result
3.8 Write a detailed message to the freight forwarders
Answer the caller’s questions as in the examples.
e.g.: A/ What were you doing while the airfreight handlers were loading the van ?
B/ (you) Documents
I was filling in the documents.
Now you continue with the tape and then compare your answers.
1/ documents
2/ better service
3/ snow
4/ meeting
A/ Why was the wine frozen ?
B/ (you) left/open lorry.
Because it had been left all that time on the back of an open lorry.
5/ left/open lorry.
6/ shipment/lose
7/ delivery delays
8/ perish
OFPPT/DRIF 110
UNIT FOUR
Suggesting
4.1 Listening
Listen to the dialogue and complete the sentences.
________________________________________on 27th May.
________________________________________at the timetables.
________________________________________by 27th May ?
________________________________________on 24th at 9a.m.
________________________________________on 26th.
________________________________________possible.
________________________________________at 9 o’clock on 25th.
________________________________________an extremely important order.
________________________________________by 27th at the latest.
4.2 Complete part B
Fill in the B part of the dialogue.
A/ Hello. Austria Reise Co.
B/
A/ Oh, hello, are you ringing about that consignment of books to Madrid ?
B/
A/ By 6th ? Well let me see…
B/
A/ Good idea. I’ll ring you back in a few minutes.
OFPPT/DRIF 111
(A little while later).
A/ Hello, I’ve made some enquiries. What about picking up the consignment on 6th ?
B/
A/ Yes, don’t worry. I know it’s an important order. I promise it will arrive on time.
B/
A/ O.K. Good bye.
4.3 Look at the following problems.
1/ Consignment of cement hasn’t arrived at its destination.
2/ Damage to consignment of tractors sent by ship.
3/ Consignment of fruit arrived late.
4/ Two containers of chemicals missing from consignment.
Write a dialogue for one of the problems using the following format.
A/ Consignee B/ Freight forwarder
State problem and express urgency.
Make a suggestion.
Refuse/accept suggestion.
Make another suggestion if first is refused.

Promise.
End conversation.
OFPPT/DRIF 112
4.4 Look at this.
I suggest you send them a telex.
What about off-loading the goods in Marseilles ?
Why don’t you complain to the shipping company ?
Let’s forget about the price difference.
Now look at the pictures below and write appropriate suggestions.
OFPPT/DRIF 113
4.5 Writing
Look at this :
The freight must be sent overland
Their Head Office has got to be informed.
All suspicious cargo has to be inspected.
Use the following (plus some ideas of your own) to make similar sentences.
situation send out
documents make out
problem deal with
1 copy of the B/L give
crates unload
driver tell
invoice settle
container repair
OFPPT/DRIF 114
www.cours-ofppt.com
UNIT FIVE
Insisting
5.1 Listen to the dialogue and fill in the blanks
A/ Exporter
B/ Broker
A/ I want _______for a consignment of microwave ovens to Italy next week.
B/ Certainly. How much is the consignment worth?
A/ The________ is £15,000.
B/ Well, the _________ is 8% of the __________ of the consignment.
A/ It is an ___________isn’t it ? The consignment will be insured against ______ won’t

it ?
B/ Yes of course. It will be insured against_________. Just a few more questions. How is
the consignment being packed ?
A/ In containers. 10 containers.
B/ And it’s being transported overland by lorry.
A/ Yes, that’s right. By the way is the insurance _________as of now?
B/ No. It will be__________as of the time it leaves your warehouse. We’ll prepare the
insurance immediately, but we’ll send you a ___________ in the meantime.
A/ Thank you very much.
OFPPT/DRIF 115
5.2 Find words in the text that mean
a) the value of the goods

b) valid
c) temporary proof of insurance
d) to insure
e) cost of insurance
5.3 Writing
Think about how you would proceed to insure goods in your country. Is the procedure very
different ? Describe the procedure in a short written paragraph.
5.4 (i) Listening-dialogue
Listening to the dialogue and answer True or False to the following statements
1/ The assistant wants to change the insurance policy. T/F
2/ The freight forwarder doesn’t want a voyage policy because it’s only valid
for a specific time. T/F
3/ The assistant suggests an insurance policy “with particular average” T/F
4/ The freight forwarder doesn’t want a “with particular average condition”

because it’s only valid if the whole cargo is lost. T/F
5/ The assistant rings the underwriters to fix the insurance. T/F
5.4 (ii) Connect the words and the definitions
General average loss

Particular average amount of money
Free of particular average insurance for indefinite cargo and shipper
Average insurance for a precise trip
Indemnity insurance is payable if total cargo is lost.
Underwriter all owners share cost of loss
Open policy insurance company
Voyage policy insurance is paid if part of the cargo is damaged
OFPPT/DRIF 116
5.5 Look at this
It’s your fault that …
I hold you responsible ….
We’re not to blame.
I’m very sorry.
It’s not my fault !
Please accept my apologies.
Listen to the dialogues and fill in the chart
Problem Whose responsibility Reason

1
5.6 Put the sentences in the correct order :
On arrival the goods were checked by the consignees.
The surveyor concluded that the goods had been damaged during transport.
Several cases were found to be damaged.
A consignment of glass left a factory in Rouen, on 26th March.
The consignees asked an insurance surveyor to examine the contents and documents.
It was delivered to a warehouse in Heming, Austria.
According to the waybill the goods had been correctly packed, before departure.
The consignees arranged for the other crates to be auctioned at the best possible price, on
behalf of the consignor.
The surveyor stated that four crates of glass were irretrievably damaged.
OFPPT/DRIF 117
5.7 Writing
Surveyor’s report:
Situation: consignment of porcelain arrived at destination damaged.
1/ Work out the procedure in such a situation. Imagine that you are explaining this to a new
colleague. Write the dialogue between you and your colleague in which you explain the
procedure to be followed in the case of a damaged consignment at destination.
2/ Write a letter from the insurance surveyor to the consignor.
OFPPT/DRIF 118
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UNIT SIX
Talking about responsibilities and complaints
Look at this:
They say they hold us responsible for the damage.
He says the insurance policy won’t cover consignment to Naples.
They say they want £2,400 for damages.
6.1 The above sentences are in reported speech.
Write the actual words used.
6.2 Listen and note the following claims. Report them.
1/_________________________ 5/_________________________
2/_________________________ 6/_________________________
3/_________________________ 7/_________________________
4/_________________________ 8/_________________________
6.3 Listen to the tape and report the questions.
OFPPT/DRIF 119
6.4 Read this report of a discussion and write it in dialogue form.
Mr Matthews JMR admitted that he had fixed the insurance for a shipment of radios to
Naples. Mr Buickle, his boss, asked him what kind of insurance policy he had taken out.
Mr Matthews replied an open all risk policy.

Mr Buickle thought that was very strange because the underwriters had just informed him that
he couldn’t claim insurance on the shipment which had been irretrievable damaged during the
trip.
Mr Matthews agreed that it was strange and asked for an explanation. Mr Buickle explained
that the person who had fixed the insurance had taken out a policy with FPA as one of the
conditions.
Mr Matthews said that there had to be a mistake. Mr Buickle said he held Mr Matthews
personally responsible for the loss and he was going to speak to the Commany Director, Mr
Morgan, about the incident.
Mr Matthews denied responsibility and repeated that it was a mistake.
Mr Buickle agreed that it was an incredibly stupid mistake.
6.5 Listening
Compare your dialogue to the tape. Are there any differences ?
6.6 Listen to the dialogue and answer the questions.
A: consignor
B: transporter
1/ According to the consignor what caused the crates to fall off the lorry?
2/ Why does the transporter deny responsibility?
3/ What does the consignor reply to this?
4/ What’s the driver’s explanation?
5/ Does the transporter admit responsibility?
6/ What does the consignor do?
OFPPT/DRIF 120
6.7 Writing
Situation : A consignment of food processors was sent from Munich to Rome. During
transportation, the driver had to brake violently and some of the containers fell from the lorry.
They were badly damaged.
The consignor rings the freight forwarder. The consignor blames the freight forwarder and
says the containers were badly strapped. The freight forwarder rejects responsibility.
Write the dialogue that might occur between the consignor and the freight forwarder.
6.8 Letter writing
The transporter didn’t ring back.

Two days later, he received a letter from the consignor.
In it, the consignor made several points:
1/ He had decided the problem must be resolved.

2/ He held the transport company responsible for the incident.
3/ If the transport company did not refund the totality of the cargo lost, he would refer
the matter to his lawyers.
4/ He asked them to consider the letter as a formal notice.
Now, write the letter from the consignor to the transport agent.
6.9 Making a claim
Look at the following.
Consignor: wanted to send by ship, 20 tons of apples to Spain.

contacted transport agent.
Transport agent: hired containers and ship space for this.
Consignor: apples did not arrive on time. What happened?
Transport agent: the waybill was wrongly addressed. Driver arrived at the wrong loading
port.
Consignor: blames transport agent.

demands compensation
Now write a telephone dialogue between the consignor and the transport agent.
OFPPT/DRIF 121
6.10 Fluency exercices
Report the statements on the tape, using the words in brackets.
e.g. A/ He hasn’t called back. We’ll have to cancel the order.

(She said)
B/ she said he hadn’t called back. They would have to cancel the order.
Now you continue.
1/ (she said)
2/ (they insisted)
3/ (he insisted)
4/ (he asked)
5/ (they asked)
6/ (they warned)
7/ (they said)
8/ (he demanded)
Listen to the tape and report the questions, using the words in brackets.
e.g.: A/ Where did you put the cover note?

(he/me)
B/ He asked me where I had put the cover note.
Now you continue:
1/ (they/us)
2/ (he/me)
3/ (he/me)
4/ (I/him)
5/ (they/them)
6/ (she/me)
OFPPT/DRIF 122
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UNIT SEVEN
Consolidation
7.1 Choose the correct answer

1/ He________ me his consignment had been held up.
a)told b)said c)explained
2/ These books__________ delivered by next Monday.
a)have b)got to c)must be
3/ You could have avoided the accident if you __________.
a)tried b)had tried c)would have tried
4/ As the lorry ____________ the crates fell.
a)braked b)would brake c)brakes
5/ At 6 o’clock, they still ___________customs.
a)didn’t clear b)haven’t cleared c)hadn’t cleared
6/ At the moment, the insurance___________drawn up.
a)is being b)has been c)is been
7/ The accident was your fault ! You ___________ checked the brakes.
a)could have b)should c)should have
8/ I __________ when he interrupted me.
a) phones b)was phoning c)am phoning
9/ If the driver_________the brakes, the accident wouldn’t have happened.
a)has checked b)checked c)had checked
10/ He promised me he__________ speak to the consignee.
a)will b)must c)would
11/ Before you send these goods, you _________ fill out a waybill.
a)should b)must c)should have
12/ Mistakes in the waybill could lead to the consignment_________.
a)delayed b)being delayed c)been delayed
13/ This problem_________ be sorted out.
a)has b)must c)got
14/ Where’s your letter. We_______it today.
a)expected b)were expecting c)have expected
15/ He admitted he____________out any insurance.
a)hadn’t take b)didn’t take c)had taken
OFPPT/DRIF 123
7.2 Listening
Listen to the tape and fill in the blanks.
In order to insure goods that you are shipping by sea, you must take out a ________
_________ __________. To do this, you contact an __________ _________ and together
you decide on the _________ to be paid. It is calculated as a _____________ of the ________
_________ of the __________.
The _________ __________ then contacts the _________ who________ ________ the
insurance. While this is being done, he sends a_________ _________ to the exporter.This
is_________ _________ that the goods are insured.
In insurance, the word “_________” means “_________” or “__________”.
Generally 2 types of __________ are suggested.

A policy which is ___________ _________ _________ __________. Here the insurance
is paid by the ___________if the ________ _________ is lost or damaged.
An_________ - _________ __________. This is the most usual policy as it insures

_________general and particular average.
If the ___________are found to be __________ when they arrive at their destination, the
_________ will ask a ________to____________ them. He will ___________ the
___________ and send a ____________ to the ________ _________. If the goods are not
_________ __________ he can decide to sell them _________ _________ ________
__________ __________ by auction for example. The money goes to the consignees.
7.3 Write the questions corresponding to these answers
1/____________________________________________________?
You must contact an insurance broker.
2/____________________________________________________?
It’s called a premium.
3/____________________________________________________?
As a percentage of the declared value of the goods.
4/____________________________________________________?
A policy free from particular average and an all risk policy.
5/____________________________________________________?
A cover note.
6/____________________________________________________?
The surveyor.
OFPPT/DRIF 124
7/____________________________________________________?
Yes, if the goods are not irretrievably damaged.
8/____________________________________________________?
Loss or damage.
7.4 Dialogue
Listen to the following dialogue and answer the following questions using True or False. In
each case, justify your answers.
1/ Mr Blinn claims the meat was contaminated before it left England. T/F
2/ Mr Blinn wants to refuse the shipment and send it back. T/F
3/ The consignment was packed correctly. T/F
4/ Mr Blinn wants to cancel all further orders. T/F
5/ Mr Roberts asked the Health Authorities to inspect the meat. T/F
6/ The entire cargo of meat is contaminated. T/F
7/ Mr Roberts isn’t very surprised at the news. T/F
8/ Mr Roberts wants to contact the Health Authorities. T/F
9/ Mr Blinn agrees that the Bill of Lading is clean. T/F
10/ Mr Blinn blames Mr Roberts for this problem. T/F
7.5 Writing e-mails
Write an e-mail from Mr Blinn putting his point of view and confirming the points he made in
the dialogue above.
Write another e-mail from Mr Roberts replying to the above e-mail and putting his point of
view as expressed in the dialogue.
7.6 Writing a letter
Write a formal letter from Mr Blinn to Mr Roberts’s company, threatening legal proceedings
if the matter is not resolved quickly.
OFPPT/DRIF 125
LET’S BE REALISTIC
CASE STUDY
« EMERGENCY »
OFPPT/DRIF 126
Introduction
This section contains no new structural/functional work, but is designed to help you
consolidate what you have learned in sections 1-3 in the context of a realistic case study. You
will complete a variety of tasks based on the 15 minute video film.
The main action of the video film “Emergency” takes place in France in the offices of F.S.F.
(Fret Sans Frontières), an international forwarding agency. F.S.F. has particular experience in
shipping to and from an imaginary Eastern European republic, Voravia.
The characters are:
1. Jacques Richard: a freight forwarder with F.S.F.,

2. Vicky Owen: representative of the Bristish Relief Agency,
3. Aristotle Papados: F.S.F.’s agent in Greece,
4. A Swedesh haulier,
5. A Dutch exporter,
6. Etc…
Instructions
The film “Emergency” is designed to be watched scene by scene, however, you may watch
the film in its entirely before beginning work. Once you begin work, follow the video
tapescript and stop at the end of each scene.
You will have three tasks for most scenes.
1. Read each scene as you listen and fill in the words which are missing from the script.
2. Answer the content questions.
3. Complete exercises for each scene, and return to your teacher.
You may have to play each scene over several times in order to complete all the tasks.
Remember this case study is designed to take 10-12 hours.
OFPPT/DRIF 127
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VIDEO TAPESCRIPT
SCENE 1
Charles (Jacques’ colleague) : « Au fait, tu as réglé le problème du conteneur pour Halifax

?»
Jacques : « Non, mais… Je m’en occupe après le déjeuner, OK ? ».
Charles : « OK ».
« Now to the Voravian earthquake… ».
Emergency supplies have now reached Sachkov, capital city of Voravia, the small republic on
the (1) ___________________ of Greece, Bulgaria and Yugoslavia, which suffered a serious
earthquake last (2) _______________. The British Relief Agency, coordinators on a European
scale of relief supplies, are now (3) ________________ the second phase of emergency aid to
the disaster area.
1. Fill in the missing words.
2. What is the emergency in Voravia?

When did the earthquake occur?
Who is sending Emergency Aid?
OFPPT/DRIF 128
Locate the imaginary country of Voravia on the map.
OFPPT/DRIF 129
SCENE 2
JR : Jacques Richard. Bonjour.
VO : er…. Hello ! This is Vicky Owen of the British Relief Agency in London.
JR : Ah, yes, Mrs Owen… (1) _______________ are you?
VO : Fine thanks. Listen. We’ve received your detailed quotation for the (2)
_____________ of European relief supplies to Voravia, and given your experience in
the area, we’ve decided to work with you.
JR : That’s good news! So you want to arrange to airfreight some goods from London to
Athens, don’t you? And that’s with a (3) __________________ in Paris to pick up
relief supplies from other parts of Europe, isn’t it?
VO : Yes, that’s right.
JR : Now first of all, I need details of the (4) ____________ you have to send.
VO : Yes, of course… There are a hundred cartons of tents – total weight 4 tons, and 3
pallets of medial supplies weighing one ton altogether.
JR : OK. Have you got the (5) _________________ of each consignment?
VO : Yes, …er, it’s 26 m3 for the tents and 3 m3 for the rest.
JR : Right… now… What about the other European supplies?
VO : I haven’t got the (6) _________________ here, but I’ve asked the Germans, Spanish
and Scandinavians to get it touch with you directly.
JR : That’s fine. Well, I’ll let you know the final arrangements as soon as everything is
settled.
VO : That’s fine. Well, I’m looking forward to hearing from you, then.
JR : Right. Bye for now.
VO : Goodbye.
OFPPT/DRIF 130
2. Why did Vicky Owen decide to work with F.S.F.?
3. Complete this sentence:
The goods will be air freighted from ____________ to ____________. Good from other
parts of
Europe will be picked up in _____________.
4. What is the weight and volume of the shipment?
5. What other countries are sending supplies?
6. Write an e-mail that Vickie Owen might write confirming the details of this conversation.
SCENE 3
JR : Yes, speaking… Sorry. Did you say Frankfurt? … Yes, I was (1) ___________ your
call … Yes that’s right, type of goods, total weight, volume, etc…
JR : Thanks Mr Gonzalez. Perhaps you could (2) ______________ that by e-mail. Pick
temp up? In a couple of days. But we’ll be in touch …
Annick (Jacques’ colleague) :
C’est pour toi Jacques … un appel de Stockholm …
JR : Oui je le prends.
JR : Allez, Annick (lui tendant les dossiers marqués « Allemagne, Espagne, Suède, (Relief
Supplies ») … au boulot !
2. Which three European countries are sending supplies?
3. You decide which type of goods each country is sending, then write the e-mail that Mr
Gonzalez might send to Jacques Richard.
OFPPT/DRIF 131
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SCENE 4
JR : Chris? Jacques Richard from F.S.F. How are things in London?
CF : Very (1) ___________, as usual.
JR : Here too. Look … I’ve got 5 tons of goods to airfreight from London to Athens, and
another 16 tons or so to be (2) _____________ on the same flight from Roissy. So,
what’s available in the next few days?
CJ : Well …
To : Chris Jones. Olympia Airways London.
From : Jacques Richard FSF Paris.

Cfm booking OA 207/10 Feb 19…
2. How many tons of goods will be loaded in London?
3. How many will be picked up in Paris?
4. What is the total weight of the air shipment?
5. Finish the e-mail that Jacques Richard writes to Chris Jones confirming the booking. (You
will decide the nature of the goods, volume, number of packages, reference number,
etc…).
OFPPT/DRIF 132
SCENE 5
AP : Ambros. Aristotle Papados.
JR : Aristotle? Jacques Richard here.
AP : Hi! Jacques. … Don’t tell me you want another quotation -

(1) ____________, like the last time?
JR : No, don’t worry. Actually, that’s the one I’m (2) _____________ about.
You know the relief supplies for Voravia?
AP : Is it all fixed up then?
JR : Yes, here are all the details … Look … The British (3) ______________ is leaving
London on flight … OA 207.
2. Where is Aristotle Papados’ office?
3. Why is Jacques calling Aristotle?
4. Finish the dialogue.
AP :
JR :
AP :
JR :
OFPPT/DRIF 133
SCENE 6
Annick : Jacques, le transporteur suédois. Tu le prends à ton bureau ?
JR : Problem ? What sort of problem?
Swedish haulier : One of our (1) ______________ has broken down in Germany. We’ve
sent another one to pick up the goods but they’re not likely to get to
Paris in time.
JR : (expression de frustration !) Well … Look … Do your best, right, and

I’ll try and (2) ______________ things our end. OK?
JR : … Yes, I know its annoying, but what we can do is either send off a
part-shipment, and the rest will follow on the next (3)
______________ flight, or we could wait for the Swedish stuff to
arrive and send everything off together on another flight.
VO : Hmm, … Send me a (4) _________ with all details and I’ll let you
know my decision this afternoon.
JR : Annick ! Je prépare le fax pour Vicky Owen, uh !
2. What is the problem with the shipment from Sweden?
3. What are the two solutions that Jacques proposes to Vicky Owen?
4. Write the fax that Jacques sends to Vicky Owen including details of the held-up goods,
description, weight, volume, and difference in cost according to solution chosen.
OFPPT/DRIF 134
SCENE 7
Charles : Tiens … Tu as la réponse de Vicky Owen. Elle demande qu’on envoie

tout ce qu’on a comme prévu, sans attendre le lot suédois.
JR : Bon, dans ce cas-là il va falloir modifier le booking et les documents,

et mettre Papados au courant.
Charles : D’accord.
JR : Tu peux envoyer un e-mail à Vicky Owen – c’est juste pour tout

confirmer.
1. Write the fax that Vicky sends to Jacques letting him know her decision.
2. Then write the e-mail Jacques sends to:
a) Chris Jones
b) Aristotle Papados
SCENE 8
Charles : Jacques - J’ai des informations toutes chaudes. L’avion a quitté

Londres sans problèmes. Les marchandises collectées sont chargées
actuellement à Roissy et l’avion repart sur Athènes ce soir à 22
heures.
AP : Yes, the goods (1) __________ and everything has been cleared. In
fact they finished loading the lorries half an hour ago and now they’re
on their way to Voravia.
JR : I (2) _______________ you’d do your best.
AP : Yes, but I did say “on their way”. You never know …
JR : What do you mean?
AP : Oh nothing. Nothing. Only joking…
OFPPT/DRIF 135
JR : Ha, ha … Yes but I’m not. If anything (3) _______________, it’s your
problem.
JR : Bon … maintenant un petit coup de fil à Londres.
2. Have the goods cleared customs in Athens?
3. The goods are now in lorries on the way to Voravia. Why does Artistotle think there may
be a problem?
4. Write the dialogue between Jacques and Vicky Owen.
SCENE 9
Aristotle : What ? No (1) ___________ ? The lorry’s stranded?
1. Fill in the missing word.
2. What is the problem with the shipment?
3. Complete the sentence.
“If I were Aristotle, I’d ________________________________________________________
__________________________________________________________________________”
SCENE 10
To : Jacques Richard F.S.F. Paris.

From : Vicky Owen B.R.A. London.
CONGRATS ONE SAFE ARRIVAL OF EUR, RELIEF SUPPLIES PLS

CONTACT ASAP BC CONSTRUCTION AMSTERDAM (MR. SCHMÜLDER) TEL 751
92846 RE CONSIGNMT OF BUILDING MATERIALS FOR VORAVIA VIA PIRAEUS
BY CONT.
RGS VO
OFPPT/DRIF 136
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JR : Mr Schmülder ? Jacques Richard, Frêt Sans Frontières, Paris here. I’m

ringing on behalf of Vicky Owen …
BUILDING MATERIALS - PRE - FAB
18 CONCRETE BEAMS 3 T/UNIT DIM 650x020x020

6304 PKGS MISCELLANEOUS 158 T DIM 030x035x040
3300 BAGS CEMENT 182 T DIM 050x050x015
JR : 394 tons, yes. And … about 393 m3. Right. I’ve got that … Yes please. The
number’s 161455682.
* Aristotle has resolved the problem of the stranded lorry.
SCENE 11
JR : When’s the next (1) ____________ ?
Charles : … oui c’est ça - en 40 pieds, par rail.
JR : What about via Antwerp ? Wouldn’t it be (2) _________ ?
Charles : … but couldn’t we have preferential rates?
JR : What about handling (3) ____________?
Annick : … oui, je sais, mais c’est pas pratique par barge.
JR : That’s right Mr Schmülder. It’ll be picked up on Wednesday …
JR : (à Annick) Tiens, j’ai besoin du plan de chargement pour faire le booking.
(scenes of dock area: goods being loaded by fork-lift trucks etc…)
2. The goods from Sweden are being transported by ship. Write some sentences comparing
other means of transport, such as air, rail or lorry, for transporting goods from Sweden to
Greece.
Example: Air freight is more expensive.
OFPPT/DRIF 137
SCENE 12
AP : Jacques. It’s Aristotle here. We’ve got a problem. There’s a dock

__________ on here.
JR : Oh no! I suppose that means our _________________ are going to

overshoot Piraeus.
AP : Yes, that’s right. In fact they’re on their way of Istanbul.
JR : That’s no good is it? Got any solutions?
AP : Well, there are _____________ possibilities. First of all we could …
JR : … OK. Well, I’ll get on to Vicky Owen straight away and let you know.
Right.
2. The goods are arriving by ship. Why can’t they be unloaded?
3. Where is the ship going to dock?
4. Write a paragraph explaining how you would transport the goods from Istanbul to their
final destination in Voravia. Justify your answer.
SCENE 13
VO : … I think you’re right, Jacques. Feeder to Thessalonika and then on by (1)

___________ seems me to be the best thing.
JR : OK. We’ll do that then. And let’s (2) ____________ the strike doesn’t
spread.
Charles : Ca y est ? C’est décidé ? Tu veux que j’envoie un e-mail à Papados ?
JR : Oui, je veux bien. Vas-y …
2. Regarding the decision as to how to transport the goods from Istanbul to Voravia, which
solution did Vicky Owen choose?
3. Write the e-mail that Jacques Richard sends to Aristotle Papados explaining Vicky
Owen’s decision.
OFPPT/DRIF 138
SCENE 14
JR : Charles. Regarde ce que l’on vient de recevoir :
GREEK STRIKE SPREADS
The strike which has paralysed the port of Piraeus for the past two weeks has now spread to
other Greek ports. Dockers in other ports around the Mediterranean are complaining that since
the Voravian earthquake, their workload has doubled due to the sharp increase in ships using
already congested facilities and insufficient care is being taken in handling goods. Containers,
sacks, drums, and so on have been piling up on quaysides and in any available warehouse.
This had lead to a significant rise in problems of pilferage, vandalism and spoilage.
Annick : Jacques ! Le patron veut te voir tout de suite.
SCENE 16
JR : Charles - écoute.
GREEK DOCKERS’ UNION AGREE TO HANDLE RELIEF SUPPLIES.

EXPLANATION FOLLOWS.
BEST REGARDS ARISTOTLE.
OFPPT/DRIF 139
GLOSSAIRE ENGLISH / FRENCH
30 days from date of delivery 30 jours livraison

Accept (V) Accepter
Act of God Force majeure
Advise (V) Conseiller, aviser
Agency Agence
Agent Agent / transitaire
Agree (V) Etre d’accord
Air (by …) Par avion
Air cargo Fret aérien
Air freight (V) Envoyer par avion
Air-tight Etanche à l’air
Air transport Transport aérien
Air waybill Lettre de transport aérien
Airport Aéroport
All-risk policy / All-in policy Police d’assurance tous risques
Alongside Accosté
Amount Quantité, montant
Assert claims for indemnification (V) Faire valoir des droits à l’indemnisation
Assess / Estimate / Value the damage (V) Evaluer l’avarie
At their risk and expenses Risques à leur charge
Atmospheric moisture Humidité ambiante
Attention (for the … of) A l’attention
Authenticate the original bill of lading (V) Authentifier le connaissement
Available Disponible
Bad packing Insuffisance d’emballage
Bag Sac
Bale Balle
Barrel Tonneau
Basic price Prix de base
Be confirmed in writing (V) Etre confirmé par écrit
Be deducted (V) Etre déduit
Be entitled to / Be allowed to (V) Etre autorisé à
Be forwarded by air (V) Etre expédié par avion
Be forwarded by road (V) Etre expédié par route
Be forwarded by sail (V) Etre expédié par mer
OFPPT/DRIF 140
Be responsible for / Be held responsible / Be liable (V) Etre tenu responsible de, répondre de
Be sent (V) Etre expédié
Belong to (V) Appartenir à
Berth Poste d’amarrage, d’ancrage des navires
Berth (V) Amarrer, ancrer
Bilge Buée de cale, condensation
Bill of entry / Customs entry Déclaration en douane
Bill of health Certificat sanitaire
Bill of lading Connaissement
Bill of lading (clear) Connaissement net
Bill of lading (dirty-foul) Connaissement portant des réserves
Bill of lading (house) Connaissement de groupage
Bill of lading (through) Connaissement direct
Bitumen coated Bituminé
Book (V) Réserver
Booking Réservation
Border Frontière
Bottle Bouteille
Box Carton, boîte
Box (boxes) Boîte, caisse (« conteneur »)
Brace (V) Amarrer, ancrer
Break (V) Casser
Break down (V) Tomber en panne
Break easily (V) Casser facilement
Breakage Casse
Bring back (V) Rapporter
Bulk En vrac
Bulk Volume
Bulk carrier Vracquier
Bulky Volumineux, encombrant
Bundle Ballot, balluchon
Buy (V) Acheter
Buyer Acheteur
Buyer’s financial standing Solvabilité de l’acheteur
By instalments De façon échelonnée, fractionnée
By weight Au poids
Calculate (V) Calculer
OFPPT/DRIF 141
www.cours-ofppt.com
Call (V) Appeler

Calls Escales
Cancel the contract in part (V) Annuler une partie du contrat
Cancel the contract completely (V) Annuler la totalité du contrat
Cancellation Annulation
Canvas Toile
Cardboard Carton
Cargo Cargaison
Cargo shifting Défaut d’arrimage
Cargoes Marchandises
Carriage Port
Carriage freight Frêt
Carriage paid Transport payé, port payé
Carrier Transporteur
Carry (V) Porter, transporter
Carton Carton
Cartons in cardboard Cartons en carton
Cartons in fibreboard Cartons en panneaux de fibre
Cash discount Remise au comptant
Cash on delivery Paiement à la livraison
Cash with order Paiement à la commande
Cask Tonneau, fût
Catch (V) Attraper, prendre
Certificate of origin Certificat d’origine
Charter party Charte partie
Chartered ship Navire affrêté
Cheap Bon marché
Check (V) Vérifier
Chemical reactions Réactions chimiques
Chemicals Produits chimiques
Chest Caisse
Chipboard Bois aggloméré
CIM Railway consignment note Lettre de voiture (chemin de fer)
Claims Litiges
Clear (V) Dédouaner
Clearing the goods Passage en douane des marchandises
Closing date Date limite
OFPPT/DRIF 142
CMR Note Lettre de voiture (route)

Collect (V) Prendre
Commercial invoice Facture commerciale
Company Compagnie
Competitive Compétitif
Conference ship Navire conférence
Consignee Destinataire, consignataire
Consigner Consignataire
Consignment Expédition, envoi
Consignor Expéditeur
Consular invoice Facture consulaire
Container Conteneur
Container depot Centre d’empotage, etc. de conteneurs
Container vessel / Container carrier Porte conteneurs
Containerization Conteneurisation
Content Contenu
Conventional cargo Marchandises conventionnelles
Corrosion Corrosion
Corrugated cardboard Carton ondulé
Corrugated iron Tôle ondulée
Cost Coût
Cost of packing Coût de l’emballage
Cover note Assurance provisoire
Crane Grue
Crate Caisse à clairevoie, cageot
Currency Devise
Customer Client
Customs / Customs authorities La douane
Customs clearance Dédouanement
Customs clearance procedure Procédure de dédouanement
Customs duties Droits de douane
Customs formalities Formalités douanières
Damage Dommages, dégâts
Damaged goods Marchandises avariées
Damages Dommages et intérêts
Data Données
Debt Dette
OFPPT/DRIF 143
Delay in delivery Retard à la livraison

Deliver (V) Livrer
Deliver on time (V) Livrer dans les délais
Delivery Livraison
Delivery within 3 days of receipt / of order Livraison à 3 jours après réception de la commande
Department Service
Departure point Point de départ
Depend on (V) Dépendre de
Deposit Acompte
Derailment Déraillement
Destination Destination
Disagree (V) Ne pas être d’accord
Discharge (port of …) Port d’arrivée
Discharge (V) Désembarquer, décharger
Discount Rabais, réduction de prix
Discuss (V) Discuter
Dispatch (V) Envoyer
Dispatch date Date d’envoi
Dispatch of goods Envoi de la marchandise
Dispose of (V) Se débarrasser de
Deck Pont, pontée
Dock (V) Arriver à quai
Dockage Droits de bassin
Documentary credit Crédit documentaire
Domestic fuel oil Fioul domestique
Door to door Porte à porte
Driver Conducteur
Droppage Chute
Drum Bidon
Due to Dû à
Damp-proof Résistant à l’humidité
Dump trailer Remorque à benne basculante
Dutiable goods Marchandises soumises aux droits de douane
Duty (customs …) Frais de douane
Duty free goods Marchandises admises en franchise de droit
Duty paid price Prix marchandises dédouanées
Earthquake Tremblement de terre
OFPPT/DRIF 144
Efficient Efficace
Endorse (V) Contresigner, endosser
Engaged (phone) Occupé
Enquiry Demande de renseignements
Equipment Matériel
Estimate the damage (V) Evaluer les dommages
Evaporation Evaporation
Ex works price / Ex warehouse price Prix depart usine
Exceed (V) Excéder
Expandable Extensible
Export licence Licence d’exportation
Exporter Exportateur
Extension (phone) Poste
Facilities Dispositifs, équipements
Factory Usine
Failure of the buyer to make payment Défaut de paiement par l’acheteur
Failure of deliver Défaut de livraison
Fax Télécopie
FCL Conteneur plein
Feeder vessel « Feeder »
Fibre board Panneau de fibres
Fill in / out (V) Remplir
Fulfill the contract (V) Agir conformément au contrat
Final price Prix définitif
Firm Firme, compagnie
Firm date Date sûre, ferme
Flammable Inflammable
Flashpoint Point d’éclair
Flat (trailer) Plateforme
Fleet (of vehicles) Parc de véhicules
Flight Vol
Floating policy Police flottante
Fly (V) Voler, voyager par avion
Foam Mousse
Fog Brouillard
Foreman Contremaître
Forged juggernaut lorry permit Fausses autorisations poids lourds
OFPPT/DRIF 145
Forklift truck Chariot élévateur

Fortnightly Tous les quinze jours
Forwarding agent Transitaire
Forwarding station Gare d’expédition
Free from defects in material Sans défaut de materiel
Free from defects in workmanship Sans défaut de fabrication
Freight Frêt, cargaison
Freight (V) Affrêter, transporter
Freight forwarder Transitaire
Freight rates Coûts de transport
Futures / Future goods / Forward goods Vendues à terme (céréales)
General average Avarie générale
General cargo vessel Navire de ligne
Glass Verre
Goods Marchandises
Goods damaged in transit Avaries de route
Goods in bond Marchandises sous douane
Goods ship badly Marchandises supportant mal le transport
Gross Brut
Ground (plane) (V) Retenir un vol (avion)
Groupage Groupage
Grouped goods Marchandises groupées
Guarantee claims Recours en garantie
Hand over (V) Transmettre, donner
Handle (V) S’occuper de
Handling Manutention
Handling charges Frais de manutention
Harmful Nocif
Haulage Transport routier
Haulier Transporteur routier
Hazard Danger
Hazardous Dangereux
Head Office Siège social
Health certificate Certificat sanitaire
Heavy Lourd
Height Hauteur
Hire purchase Achat à crédit
OFPPT/DRIF 146
www.cours-ofppt.com
Hold on (phone) / Hang on Ne quittez pas

Hold up Du retard
Hold up (V) Retarder
Hook Crochet
Hoop strengthened barrel Barrique renforcée de cercles
Hopper Trémie
Hurricane Ouragan
Immediate delivery Livraison immediate
Import licence Licence d’importation
Importer Importateur
In bond price Prix sous douane
In bulk En vrac
In multiples En lots séparés
In one lot En bloc, en une seule fois
Include (V) Inclure
Inconvenience Dérangement
Inherent vice of the goods Vice propre des marchandises
Insulated Isotherme, isolé
Insurance Assurance
Insurance broker Courtier d’assurances
Insure goods against (V) Assurer les marchandises contre
Insured (name) Assuré
Insurer (name) Assureur
Invoice Facture
Issue (V) Emettre
Items Articles
Jute Jute
Keg Barillet
Label Etiquette
Label (V) Etiqueter
Lack of Manque de
Latest price Le prix le plus récent, le plus à jour
LCL Conteneur partiellement rempli
Length Longueur
Liability Responsabilité
Licence Permis
Light Léger
OFPPT/DRIF 147
Liner terms Conditions lignes maritimes régulières

Livestock Bestiaux
Load Chargement
Load (V) Charger
Loaded in bulk Chargé en vrac
Loading bay Aire de chargement
Location Emplacement
Log book Livre de bord
Lose (V) Perdre
Lorry Camion
Loss Perte
Make out (V) Etablir
Means of transport Moyens de transport
Measures unknown Mesures inconnues
Meet the delivery dates (V) Livrer dans les délais
Missing Manquant
Molded Moulu
Money Argent
Mortgage the goods (V) Nantir les marchandises
Mover Déménageur
Natural hazards beyond man’s control Cas de force majeure
Nature of the goods Nature des marchandises
Need for special care Exigeant un soin particulier
Neglect (V) Négliger
Negligence of the consignor Négligence de la part de l’expéditeur
Net 30 days from date of invoice Trente jours de la date de la facture
Netting Filet
Non delivery Défaut de livraison
Notify damage (V) Notifier les dommages
Off-loading Rupture de charge
Offer Proposition, offre
On arrival A l’arrivée
Onward journey Etape suivante
Open top A toit ouvert
Out of date Périmé, pas à jour
Overall Global
Pack (V) Emballer
OFPPT/DRIF 148
Package Emballage
Packaging Conditionnement
Packing Emballage
Packing slip Bordereau de colisage
Padded lid Couvercle rembourré
Padding Rembourrage
Pallet Palette
Palletise goods (V) Palettiser les marchandises
Paper Papier
Particular average Avarie particulière
Parts (machine) Pièces
Pay (V) Payer
Payload Charge
Payment on account / Payment by instalments Paiement échelonné
Penalty clauses Clauses de pénalité
Percentage Pourcentage
Perishables Denrées périssables
Person in charge of (imports) Responsable du service (import)
Pick up (V) Prendre
Pilferage Petits vols, larcins
Place of loading Lieu de chargement
Place of unloading Lieu de déchargement
Plant (chemical) Usine, installation chimique
Plastic Plastique
Plywood Contreplaqué
Policies Polices d’assurance
Policy free from particular average (FPA) Police franche d’avarie particulière
Port dues Frais de manutention
Port of delivery Port de livraison
Port of destination Port de destination
Port of loading Port de chargement
Porterage Droits de main d’œuvre, dockers
Post-carriage Acheminement près débarquement
Postpone (V) Reporter, reculer
Pre-carriage Acheminement avant embarquement
Preferential rates Taux préférentiels
Premises Locaux
OFPPT/DRIF 149
Premium Prime d’assurance

Previous Précédent
Problems at the customs Problèmes à la douane
Prompt cash A réception de la facture
Prompt delivery / Early delivery Livraison rapide
Proof Preuve
Properties Propriétés
Protect (V) Protéger
Protection Protection
Provide (V) Fournir
Put X through to Y (V) Passer une communication téléphonique
Quality Qualité
Quarterly Tous les trois mois
Quay Quai
Queen’s enemies Faits de guerre
Quotas / Controlled import Quotas
Quotation Devis, cotation
Quote (V) Faire un devis
Rail (by …) Par chemin de fer
Range Gamme
Raw materials Matières premières
Reach (V) Arriver à
Rebate (V) Accorder une remise
Receiving receipt Bordereau de réception
Receiving station Gare d’expédition
Reefer Conteneur frigorifique
Refrigerated Réfrigéré, frigorifique
Refuse (V) Refuser
Reliable Fiable
Remedy a defect (V) Remédier à un défaut
Rent (V) Louer
Request (V) Demander
Requirements Besoins, exigences
Reservation Réservation
Reservation of ownership Réserve de propriété
Return trip Retour (voyage)
Reusable Réutilisable
OFPPT/DRIF 150
Right of cancellation / termination Droit d’annuler

Risks Risques
Ro-Ro vessel Navire roulier
Roll Rouleau
Sack made of jute Sac de jute
Sail (V) Partir en mer
Sailing Départ en mer
Sample Echantillon
Schedules Horaires
Sealed by consignor Scellé à l’entreprise de l’expéditeur
Seizure / Distraint Confiscation
Sell (V) Vendre
Seller Vendeur
Send off (V) Envoyer
Settle (V) Régler
Sheepskin Peau de mouton
Sheet metal Tôle
Sheeting PVC Feuilles PVC
Ship Navire, bateau
Ship goods (V) Expédier
Send (V) Expédier
Consign (V) Expédier
Forward (V) Expédier
Shipment Envoi, cargaison
Shipowner Armateur
Shipper Expéditeur, chargeur
Shipping agent Agent maritime
Shipping company Compagnie maritime
Shipping documents Documents d’expédition
Shipping instructions Bordereau d’expédition
Shipping line Ligne maritime
Ship’s papers Documents de bord
Shock proof Résistant aux chocs
Sign (V) Signer
Simplify (V) Simplifier
Sling (V) Elinguer
Sold at net weight on arrival Vendu au poids net à l’arrivée
OFPPT/DRIF 151
www.cours-ofppt.com
Sort out (V) Résoudre

Spoilage Détérioration
Spot cash Au comptant
Stackable Gerbable
State (V) Attester
Storage Stockage
Store (V) Stocker
Storms Tempêtes
Stow (V) Arrimer
Stowage Frais d’arrimage
Stowing Arrimage
Straw Paille
Strike Grève
Strip (V) Dépoter
Strong chest Grande caisse
Stuff (V) Empoter
Subject matter Objet du contrat
Suffer damage (V) Subir des dommages
Supplier is in default Le fournisseur est mis en demeure
Supplier Fournisseur
Supply (V) Approvisionner, fournir
Take out an insurance policy (V) Souscrire une police d’assurance
Tank Citerne
Tariff Tarif
Textile Textile
Time of delivery Date de livraison
Tin, Can Boîte métallique
Tissue paper Papier de soie
Trademark Marque de fabrique, estampille
Trailer Remorque
Transhipment Transbordement
Tray Plateau
Truck Camion
Unit Unité
Unload (V) Décharger
Update (V) Mettre à jour
Value Valeur
OFPPT/DRIF 152
Vendor Vendeur
Volume Volume
Voyage policy Police de voyage
Wagon Wagon
Warehouse Entrepôt
Waste Déchets
Water tight Etanche à l’eau, imperméable
Waybill Lettre de voiture
Weekly Hebdomadaire
Weight (V) Peser
Weight Poids
Weight (gross) Poids brut
Weight (net) Poids net
Warehousing and insurance expenses Frais d’assurance et d’entrepôt
Wharefage charges Droits de mise à quai
Wine Vin
Withdraw the goods (V) Retirer la marchandise
Withstand (V) Résister à
Wood Bois
Wooden En bois
Wrap (V) Envelopper, emballer
Wrapping Emballage
Wrong Faux, incorrect
Wrong delivery Erreur de livraison
SOME « DIFFICULT » VERBS
Some of the meanings below are those commonly given to these verbs in a commercial /
transport context.
TO BE WAS/WERE BEEN ETRE

BEGIN BEGAN BEGUN COMMENCER
BREAK BROKE BROKEN BRISER, CASSER
BY BOUGHT BOUGHT ACHETER
CAN COULD POUVOIR
CATCH CAUGHT CAUGHT ATTRAPER
CHOOSE CHOSE CHOSEN CHOISIR
COME CAME COME VENIR
COST COST COST COÛTER
DEAL (WITH) DEALT DEALT S’OCCUPER DE
OFPPT/DRIF 153
DO DID DONE FAIRE

DRAW (UP) DREW DRAWN ÉTABLIR, RÉDIGER
DRIVE DROVE DRIVEN CONDUIRE
FALL FELL FALLEN TOMBER
FIND (OUT) FOUND FOUND TROUVER
FLY FLEW FLOWN VOLER
FORGET FORGOT FORGOTTEN OUBLIER
FREEZE FROZE FROZEN GELER
GET (THROUGH) GOT GOT OBTENIR, PASSER (TEL)
GIVE GAVE GIVEN DONNER
GO WENT GONE ALLER
GROW GREW GROWN SE DEVELOPPER
HANG (ON) HUNG HUNG ATTENDRE (TEL)
HEAR HEARD HEARD ENTENDRE
HOLD (ON) (UP) HELD HELD TENIR, PATIENTER
(TEL), RETARDER
KEEP KEPT KEPT GARDER
KNOW KNEW KNOWN SAVOIR, CONNAITRE
LEAVE LEFT LEFT LAISSER, QUITTER
LOAD LOADED LOADED, LADEN CHARGER
LOSE LOST LOST PERDRE
MAKE (OUT) MADE MADE FAIRE, REMPLIR
MEAN MEANT MEANT VOULOIR DIRE, SIGNIFIER
MEET MET MET RENCONTRER
MUST HAD TO DEVOIR
PAY (FOR) PAID PAID PAYER
PUT PUT PUT METTRE
READ READ READ LIRE
RING (BACK) RANG RUNG (R) APPELER (TEL)
RUN RAN RUN FONCTIONNER
SAY SAID SAID DIRE
SEE SAW SEEN VOIR
SELL SOLD SOLD VENDRE
SEND SENT SENT ENVOYER
SHOW SHOWED SHOWN MONTRER
SHUT SHUT SHUT FERMER
SPEAK SPOKE SPOKEN PARLER
OFPPT/DRIF 154
SPELL SPELT SPELT EPELER

SPEND SPENT SPENT DEPENSER, PASSER (TEMPS)
STEAL STOLE STOLEN VOLER
TAKE TOOK TAKEN PRENDRE
TELL TOLD TOLD DIRE
THINK THOUGHT THOUGHT PENSER
UNDERSTAND UNDERSTOOD UNDERSTOOD COMPRENDRE
WRITE WROTE WRITTEN ECRIRE
OFPPT/DRIF 155
www.cours-ofppt.com

Anglais Transport

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ROYAUME DU MAROC

OFPPT Office de la Formation Professionnelle et de la Promotion du Travail

MODULE N° 10 : LANGUE ETRANGERE APPLIQUEE

NIVEAU : TECHNICIEN SPECIALISE

Document élaboré par :

MODULE 10 : LANGUE ÉTRANGÈRE APPLIQUÉE - ANGLAIS -

Durée : 107 heures

OBJECTIF OPERATIONNEL DE PREMIER NIVEAU

Pour démontrer sa compétence, le stagiaire doit

CRITÈRES GÉNÉRAUX DE PERFORMANCE

• Maîtrise des concepts fondamentaux de l’anglais oral courant

OBJECTIF OPERATIONNEL DE PREMIER NIVEAU (suite)

PRÉCISIONS SUR LE CRITÈRES PARTICULIERS

A. Maîtriser les concepts fondamentaux de

Parler l’anglais littéraire. - Compréhension de conversations

Lire et écrire l’anglais littéraire. - Bonne restitution d’informations

B. Maîtriser les concepts fondamentaux de

Parler l’anglais des affaires. - Compréhension de conversations

Lire et écrire l’anglais des affaires. - Bonne restitution d’informations

OBJECTIFS OPÉRATIONNELS DE SECOND NIVEAU

L’APPRENANT DOIT MAÎTRISER LES SAVOIRS, SAVOIR-FAIRE, SAVOIR-PERCEVOIR OU SAVOIR-

Avant d’apprendre à maîtriser les concepts de la langue anglaise :

1. Connaître les structures de base de la langue anglaise

Avant d’apprendre à maîtriser l’anglais des affaires :

2. Connaître le vocabulaire des affaires

Maîtriser l’anglais des échanges.

C’est un module de compétence générale. Il est préalable aux compétences

L’objectif de ce module consiste à maîtriser les concepts fondamentaux de la langue

A partir de situations réelles ou simulées et à l’aide d’outils techniques de

HOW ARE THINGS ?

Unit one Making contact

Unit two Dealing with data

Unit three Describing and comparing

Unit four Consolidation

Dear Sirs Hi John ! How are things?

Ref. Your mail 23/12 Good afternoon, this is

Dear Ms. Cotton

How do you do ! My name’s

Hello, is that the Freight Department ?

This is OMEC. Can I help you ?

Re. Cont. 891 S/Movers International

The telephone rings at J.G.M., a shipping company.

Receptionist : J.G.M. Good morning. Can I help you?

Receptionist : Who’s calling?

Mike Baxter : This is Mike Baxter from Head Office, Rotterdam.

Receptionist : I’m sorry. Did you say Baker ?

Mike Baxter : No. Baxter. Mike Baxter. B.A.X.T.E.R.

Receptionist : Goodbye Mr. Baxter.

Write the answers to the following questions.

1/ Who is calling and from which company?

1.3. Getting the abbreviations right

(i) Can you pronounce all of them properly ?

(ii) What does A.F.T stand for ? It stands for…

Can you think of any more ?

(i) Read the following letter and answer the questions :

11th January 2006

For the attention of the Export Manager

We look forward to hearing from you,

(H. Dupont, Mr.)

1) Which company is the letter to ?

(1) TRR SERVICES

2/ The date in English can be written in different ways :

a) Avoid abbreviations : Jan. Nov. ect.