52776582-Poslovna-pisma

Poslovna pisma

Autor:Grupa autora

Recenzija:Prof. dr. Mehmed Kenović

Mr. Sabaheta Šišić

Izdavač:Amax bmr d.o.o.

Za izdavača:Mahir Muftić

Urednik:Advija Muftić

Desing i DTP:Rihad Čovčić

Lektor:Edisa Čolaković – Alajmović

Štampa:Štamparija Prosperitet, Sarajevo

Copyright © Amax bmr d.o.o., Sarajevo, 2006.

Sarajevo 2006.

Poslovna pismaBussines Letters

Grupa autora

Poslovna pisma

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PREDGOVOR

U predgovoru i predstavljanju ovog, rijetkog i korisnog praktikuma za brojne i raznovrsne korisnike, recezenti žele naručito ukazati na neke bitne karakteristike:

• Ovo je, prije svega, ilustrativno, praktično i vrlo jednostavno uputstvo za mlade radnike u administraciji – u upravi, u stručnim službama općeg, komercijalnog, fi nansijskog i drugog smjera, za pripravnike, ali i za učenike, studente i druge koji se bave poslovnom korespondencijom;

• Priručnik se odlikuje JEDNOSTAVNIM kazivanjem primjera raznih akata – od običnih pisama, čestitki, narudžbi, pohvala, odgovora, pritužbi i svega što se pojavljuje u toj oblasti;

• Važno je znati da se ova knjiga rađala na osnovu proučavanja primjera raznih akata iz prakse i uz njihovo korigovanje i dotjerivanje, pripremila za praksu i to njeno dugoročno kreativno funkcionisanje;

• U tom smislu posbno je važna njena INSTRUKTIVNA I EDUKATIVNA namjena. Ona ne daje obrasce i gotava rješenja za razne situacije u raznim administrativnim službama od organa državne uprave, do stručnih službi preduzeća i njihovih asocijacija do organa pravosuđa i brojnih privatnih agencija, nego samo OGLEDNE PRIMJERE;

• Na toj liniji ovaj priručnik pretpostavlja i insistira na keativnom pristupu. Istina u mnogim situacijama biće dovoljno upisati ime organizacije, odnosno organa, broj i datum, ime i prezime onoga na koga se odnosi i drugo, ali u drugim slučajevima ovi primjeri će poslužiti samo kao shema, putokaz za kreiranje vlastitih rješenja;

• Važno je primijetiti da u praktičnoj primjeni SISTEMATIKA ove knjige omugućuje lahko i jednostavno snalaženje i pronalaženje odgovora na pitanje koje se praktičaru konkretno postavlja – treba samo da pogleda abecedno i pojmovno uređen registar i da odmah nađe ono što ga zanima.

Na kraju, posebno je zadovoljstvo istaći da su se autori potrudili da obuhvate što više primjera, situacija i slučajeva, što ne znači da i praksa sa svoje strane ne može utjecati, da se dodaju, odnosno, dorade i dopune i novi slučajevi koje bogata praksa svakodnevno plasira.

Prof. dr. Mehmed KenovićMr. Sabaheta Šišić

SadržajContents

1

8

SADRŽAJ

1. Sadržaj .............................................................................................................................................8

2. Čestitk...........................................................................................................................................k 19 2.1. Dobijanje ISO standarada ...................................................................................................... 20 2.2. Komercijalist godine ............................................................................................................... 22 2.3. Menadžer godine ..................................................................................................................... 24

3. Davanje ........................................................................................................................................ 27 3.1. Nalog advokatu za pokretanje postupka ........................................................................ 28 3.2. Nalog za procjenu .................................................................................................................... 30 3.3. Punuda ......................................................................................................................................... 32 3.4. Preporuka o osobi .................................................................................................................... 34 3.5. Punomoć za naplatu duga.................................................................................................... 36

4. Dogovaranje ............................................................................................................................... 39 4.1. Dogovor za sastanak ...............................................................................................................k 40 4.2. Odštetni zahtjev bez pravne obaveze .............................................................................. 42

5. Informisanje ............................................................................................................................... 45 5.1. Dopis inspekcijskoj službi ...................................................................................................... 46 5.2. Ispitivanje stavova kupca ...................................................................................................... 48 5.3. Obavijest banci o pozitvnom poslovanju ........................................................................ 50 5.4. Obavijest kupcu da je prekasno za promjenu narudžbe ........................................... 52 5.5. Obavijest kupcu o osvojenoj nagradi ............................................................................... 54 5.6. Obavijest računovodstvu o direktorovim troškovima ................................................ 56 5.7. Postavljanje odštetnog zahtjeva......................................................................................... 58 5.8. Potraga za narudžbom ........................................................................................................... 60 5.9. Prekid poslovnog odnosa s kupcem ................................................................................. 62 5.10. Preporuka za banku ................................................................................................................. 64 5.11. Pripovjedanje u svrhu privlačenja pažnje ....................................................................... 66

6. Ispravke i izvinjenja.................................................................................................................. 69 6.1. Ispostavljnja narudžbe sa zahtjevom za dostavu ......................................................... 70 6.2. Ispravak greške u novinskom članku................................................................................. 72 6.3. Ispravka greške .......................................................................................................................... 74 6.4. Ispravljane količine u narudžbi ............................................................................................ 76 6.5. Ispravljanje greške u cijeni, neslužbeno ........................................................................... 78 6.6. Ispravljanje upute o isporuci ................................................................................................ 80 6.7. Ispravljenje greške u cijeni .................................................................................................... 82 6.8. Izvinjenje kupcu zbog kašnjenja isporuke...................................................................... 84 6.9. Izvinjenje kupcu zbog proizvoda koji nisu stigli ........................................................... 86 6.10. Izvinjenje ljutom kupcu ......................................................................................................... 88 6.11. Izvinjenje suprugi umrlog kupca ........................................................................................ 92 6.12. Izvinjenje za grešku novom kupcu .................................................................................... 94 6.13. Izvinjenje zbog čeka bez datuma....................................................................................... 96 6.14. Izvinjenje zbog kršenja dogovora ...................................................................................... 98 6.15. Izvinjenje zbog nedolaska na sastanak ..........................................................................k 100 6.16. Izvinjenje zbog neispravnog proizvoda.........................................................................102 6.17. Izvinjenje zbog pogrešnog proizvoda ............................................................................104

Sadržaj

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CONTENTS

1. Contents .........................................................................................................................................9

2. Congratulations ........................................................................................................................ 19 2.1. Obtaining ISO Standard ......................................................................................................... 21 2.2. The Commercialist of the Year ............................................................................................. 23 2.3. The Manager of the Year ........................................................................................................ 25

3. Giving............................................................................................................................................ 27 3.1. A Directive for a Suit to a Lawyer ........................................................................................ 29 3.2. An Estimate Directive .............................................................................................................. 31 3.3. Off ers............................................................................................................................................. 33 3.4. A Reference for a Person........................................................................................................ 35 3.5. Authorisation for Debt Payment ......................................................................................... 37

4. Agreements ................................................................................................................................ 39 4.1. A Meeting Agreement ............................................................................................................ 41 4.2. A Compensation Request without Legal Obligation................................................... 43

5. Information ................................................................................................................................. 45 5.1. An Offi cial Letter to Inspection Service ............................................................................ 47 5.2. Examining the Customers’ Attitude................................................................................... 49 5.3. A Notifi cation for the Bank about Positive Business Results ..................................... 51 5.4. The Notifi cation to the Customer that it is too Late to Change the Order .......... 53 5.5. The Notifi cation to the Customer about the Reward .................................................. 55 5.6. The Notifi cation to the Accountancy about the Manager’s Expenses .................. 57 5.7. Setting the Compensation Claim ....................................................................................... 59 5.8. Searching for an Order ........................................................................................................... 61 5.9. The End of the Business Relationship ............................................................................... 63 5.10. A Reference for a Bank ............................................................................................................k 65 5.11. Narration to Attract Attention ............................................................................................. 67

6. Corrections and Apologies ................................................................................................... 69 6.1. Making an Order with a Delivery Request....................................................................... 71 6.2. Correcting a Mistake in a Newspaper Article ................................................................. 73 6.3. Correcting a Mistake ............................................................................................................... 75 6.4. Correcting the Amount in an Order ................................................................................... 77 6.5. Correcting the Price Mistake, Unoffi cially ........................................................................ 79 6.6. Correcting the Directives in a Delivery ............................................................................. 81 6.7. Correcting the Price Mistake ................................................................................................ 83 6.8. An Apology to the Customer because of a Late Delivery .......................................... 85 6.9. An Apology to the Customer because of Undelivered Products ............................ 87 6.10. An Apology to an Angry Customer .................................................................................... 89 6.11. An Apology to the Customer’s Widow.............................................................................. 93 6.12. An Apology for a Mistake to a New Customer ............................................................... 95 6.13. An Apology because of a Dateless Check .......................................................................k 97 6.14. An Apology because of a Cancelled Meeting ................................................................ 99 6.15. An Apology for Breaking the Agreement ......................................................................101 6.16. An Apology because of a Defective Product ................................................................103 6.17. An Apology because of a Wrong Product .....................................................................105

Contens

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Sadržaj

6.18. Izvinjenje zbog pretjerane reakcije..................................................................................106 6.19. Izvinjenje zbog primanja neželjene pošte ....................................................................108 6.20. Izvinjenje zbog promjene sastanka.................................................................................110 6.21. Lično izvinjenje kupcu sa odgovorom ............................................................................112 6.22. Ljubazno izvinjenje stalnom kupcu .................................................................................114

7. Isticanje, dobrodošlica i izvještavanje .............................................................................117 7.1. Izdavanje atesta ......................................................................................................................118 7.2. Dobrodošlica kupcu ..............................................................................................................120 7.3. Opis usluga ...............................................................................................................................122 7.4. Neslužbena dorodošlica kupcu .........................................................................................124 7.5. Izvještavanje pravnog zastupnika....................................................................................126 7.6. Obavijest o povredi na radu ...............................................................................................128 7.7. Obavijest o smrtnom slučaju .............................................................................................130

8. Korištenje ..................................................................................................................................133 8.1. Anketa za obnavljanje poslovnog odnosa....................................................................134 8.2. Promocija za motivaciju zaposlenika ..............................................................................136 8.3. Iskaz za poticanje zanimanja ..............................................................................................138 8.4. Radoznalost kao podstrek...................................................................................................k 140 8.5. Razmatranje mogućnosti za primanje učenika na praksu ......................................144

9. Molba ..........................................................................................................................................147 9.1. Molba za neslužbenom povratnom informacijom.....................................................148 9.2. Molba za istraživanje tržišta ...............................................................................................150 9.3. Molba za produljenje roka plaćanja ................................................................................152 9.4. Molba kandidatu da dođe na razgovor za posao .......................................................154 9.5. Molba kandidatu da ispuni kratak test ...........................................................................156 9.6. Molba zaposleniku da prihvati novi posao ...................................................................158 9.7. Molba za dobrovoljnim prekidom radnog odnosa ....................................................160 9.8. Molba za potvrdu povratka na posao .............................................................................162 9.9. Molba za upućivanjem pisma sućuti...............................................................................164 9.10. Molba banci za posredovanje u plaćanju ......................................................................166 9.11. Molba za otkup potraživanja..............................................................................................168 9.12. Molba osiguravajućem društvu za reviziju ponude...................................................170 9.13. Molba vlasniku za preuređenje poslovnog prostora .................................................172 9.14. Molba banci za plaćanje na osnovu otvorenog akreditiva .....................................174 9.15. Molba za povrat carinskih troškova nakon izvršene procjene...............................176 9.16. Molba za inspekcijski pregled............................................................................................178

10. Motiviranje................................................................................................................................181 10.1. Motiviranje zaposlenika čiji se učinak pogoršao ........................................................182 10.2. Motiviranje prodajnog tima na početku nove godine .............................................184 10.3. Motiviranje novog tima ........................................................................................................186 10.4. Motiviranje tima za postizanje cilja .................................................................................188 10.5. Motiviranje zastupnika dodatkom za veću prodaju ..................................................190 10.6. Naglašavanje prednosti proizvoda ..................................................................................192

11. Najave, navođenja i nuđenja ..............................................................................................195 11.1. Objavljivanje promjena cijena...........................................................................................196 11.2. Obavijest kupcu o vašem novom položaju...................................................................198 11.3. Imenovanje novog glavnog direktora ............................................................................200

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6.18. An Apology because of Overreaction .............................................................................107 6.19. An Apology because of Unwanted Mail .........................................................................109 6.20. An Apology because of a Change in the Schedule ....................................................111 6.21. A Personal Apology to the Customer with a Response ............................................113 6.22. A Kind Apology to a Regula Customer ...........................................................................115

7. Emphasis, Welcoming and Reporting .............................................................................117 7.1. Issuing ATEST ...........................................................................................................................T 119 7.2. A Welcoming Note to a Customer ....................................................................................121 7.3. Services Description ..............................................................................................................123 7.4. Unoffi cial Welcoming............................................................................................................125 7.5. The Report of the Legal Representative.........................................................................127 7.6. A Notifi cation about an Injury at Work...........................................................................k 129 7.7. A Notifi cation about a Death .............................................................................................131

8. Usage ..........................................................................................................................................133 8.1. A Survey for Renewing Business Relationship .............................................................135 8.2. A Promotion for Employee’s Motivation ........................................................................137 8.3. An Announcement for Drawing Interest .......................................................................139 8.4. Curiosity as Motivation .........................................................................................................141 8.5. Considering the Possibility of Accepting Trainees .....................................................145

9. Pleas ............................................................................................................................................147 9.1. A Plea for Unoffi cial Return Information ........................................................................149 9.2. A Plea for Market Research .................................................................................................151 9.3. A Plea for Prolonging the Debt Payment.......................................................................153 9.4. A Plea to a Candidate to Come to a Job Interview .....................................................155 9.5. A Plea to a Candidate to Do a Short Test ........................................................................157 9.6. A Plea to an Employee to Accept a New Position .......................................................159 9.7. A Plea for Voluntary Termination of Work......................................................................k 161 9.8. A Plea to Confi rm Return to Work .....................................................................................k 163 9.9. A Plea for Expressing Sympathy........................................................................................165 9.10. A Plea to a Bank .......................................................................................................................k 167 9.11. A Plea to Buy off the Debt ...................................................................................................169 9.12. A Plea to the Insurance Company for Off ering Revision ..........................................171 9.13. A Plea to the Owner for Redecorating the Working Space .....................................173 9.14. A Plea to the Bank for Acreditive-based Payment ......................................................175 9.15. A Plea for the Return of the Customs’ Duty Expenses...............................................177 9.16. A Plea for Inspection Examination ...................................................................................179

10. Motivation .................................................................................................................................181 10.1. Motivating an Employee whose Work Has Deteriorated .........................................183 10.2. Motivating the Selling Team at the Beginning of a New Year ................................185 10.3. Motivating a New Team .......................................................................................................187 10.4. Motivating a Team to Achieve a Goal ..............................................................................189 10.5. Motivating a Representative with Additional Reward for Greater Sale ..............191 10.6. Emphasising the Product Advantages ...........................................................................193

11. Announcements and Off ers ...............................................................................................195 11.1. Announcement about the Price Change.......................................................................197 11.2. A Notifi cation to the Customer about His New Position ..........................................199 11.3. The Election of the New Chief Manager ........................................................................201

Contens

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Sadržaj

11.4. Razbijanje glasina o fi nancijskom stanju posla ...........................................................202 11.5. Najava podizanja tužbe za sedam dana .........................................................................204 11.6. Najava kamate na odgođeno plaćanje po svim računima ......................................206 11.7. Najava plana za preseljenje ................................................................................................208 11.8. Objava nagrade na plaću .....................................................................................................210 11.9. Najava promjene politike korištenja godišnjih odmora ...........................................212 11.10. Ponuda i savjet mogućem kupcu.....................................................................................214 11.11. Ponuda i savjet ........................................................................................................................216 11.12. Poricanje obaveze plaćanja – osim u slučaju grešaka ...............................................218 11.13. Nuđenje smiješno niske cijene..........................................................................................220 11.14. Ponuda za posao ....................................................................................................................222 11.15. Ponuda za posao koji je kandidat odbio........................................................................224 11.16. Izrazi suosjećanja ožalošćenoj supruzi ...........................................................................226 11.17. Kako povratiti izgubljenog kupca ....................................................................................228

12. Obavijest ...................................................................................................................................233 12.1. Obavijest dobavljaču o pronalasku nestale pošiljke..................................................234 12.2. Obavijest o mogućem prekidu Ugovora........................................................................236 12.3. Obavijest kupcu o posebnim uvjetima ..........................................................................238 12.4. Obavijest kupcu da je roba spremna...............................................................................240 12.5. Obavještavanje kupca o poduzetoj korektivnoj mjeri ..............................................242 12.6. Primjena odredbe o pravu vlasništva..............................................................................244 12.7. Obavijest o prekoračenju roka plaćanja i obustavi daljnjih isporuka..................246 12.8. Obavijest o ozbiljnom kašnjenju uplate ........................................................................248 12.9. Obavijest o namjeri pokretanja sudskog postupka ...................................................250 12.10. Obavijesti kupcu o novo-otvorenim računom ............................................................252 12.11. Neslužbena obavijest kupcu o popustu za raniju uplatu ........................................254 12.12. Obavijest o kašnjenju zbog okolnosti van vašeg nadzora ......................................256 12.13. Obavijest o potrebi za otpuštanjem zaposlenika .......................................................258 12.14. Obavijest zaposleniku o kreditu od preduzeća ...........................................................260 12.15. Obavijest zaposlenici o pravu na korištenje porodiljske naknade .......................262 12.16. Obavijest zastupniku o promjeni cijena .........................................................................264 12.17. Dopis medijima o prizvodu koji se povlači iz prodaje ..............................................266 12.18. Obavijest o promjeni bankarskog računa .....................................................................268 12.19. Obavještavanje novog dobavljača o vašim rokovima i uvjetima..........................270 12.20. Upoznavanje dobavljača s promjenom rokova i uvjeta ...........................................272 12.21. Obavještavanje dobavljača o dostavi .............................................................................274 12.22. Upozorenje dobavljaču o proizvodima koji nedostaju ............................................276 12.23. Obavijest dobavljača o povratu robe ..............................................................................288 12.24. Savjetovanje kupca o najboljem proizvodu .................................................................280 12.25. Obavijest kupcu o obustavi isporuke ..............................................................................282 12.26. Obavijest o uplati koja je na putu .....................................................................................284 12.27. Obavijest zaposlenicima o preseljenju ...........................................................................286

13. Obavještenje ............................................................................................................................289 13.1. Postupanje s vrlo neugodnim kupcem ..........................................................................290 13.2. Objašnjenje loših rezultata .................................................................................................292 13.3. Objašnjenje za prekoračenja na računu .........................................................................294 13.4. Obrazloženje dodatnih fi nansijskih troškova kupcu .................................................296 13.5. Odbrana reklamnih poruka pred trgovačkom udrugom.........................................298

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11.4. Negating Rumours about the Financial State of the Business...............................203 11.5. Announcing to Raise the Charges in Seven Days .......................................................205 11.6. Announcing Interest Rate for Delayed Payment.........................................................207 11.7. Announcing the Transfer into New Buildings ..............................................................209 11.8. Announcing the Reward on the Salary ..........................................................................211 11.9. Announcing the Change in the Politics of Holiday Usage.......................................213 11.10. An Off er and Advice to the Possible Customer ...........................................................215 11.11. Off er and Advice .....................................................................................................................217 11.12. Denying the Payment Obligation – Except in the Case of a Mistake...................219 11.13. Off ering Ridiculously Low Prices.......................................................................................221 11.14. A Job Off er ................................................................................................................................223 11.15. An Off er for the Job that the Candidate Has Refused...............................................225 11.16. Expressing Sympathy to the Grieving Widow..............................................................227 11.17. How to Regain the Lost Customer ...................................................................................229

12. Notices........................................................................................................................................233 12.1. A Notice to the Supplier about Finding the Missing Delivery ................................235 12.2. A Notice about the Possible Breach in Agreement ....................................................237 12.3. A Notice to the Customer about Special Conditions .................................................239 12.4. A Notice to the Customer that the Commodity is Ready.........................................241 12.5. A Notice to the Customer about Collective Measures ..............................................243 12.6. Application of the Regulation about Property Rights ..............................................245 12.7. A Notice about Overstepping Payment Deadline and the Suspension of Further Deliveries.................................................................................................................247 12.8. A Notice about Serious Overstepping of Payment Deadilne .................................229 12.9. A Notice about the Intention to Start a Law Suit ........................................................251 12.10. A Notice to the Customer with a Newlly-opened Account.....................................253 12.11. Unoffi cial Notice to the Customer about the Discount for an Earlier Order..........................................................................................................................255 12.12. A Notice about Running Late Due to Circumstances Outside our Supervision..........................................................................................................................257 12.13. A Notice about the Need to Fire Some Employees ....................................................259 12.14. A Notice to the Employee about the Credit from the Company...........................261 12.15. A Notice to an Employee about the Right to Use Maternity Leave Compensation ..........................................................................................263 12.16. A Notice to the Representative about the Price Change .........................................265 12.17. A Letter to the Media about the Products Withdrawn from Sale ..........................267 12.18. A Notice about the Change of the Bank Account.......................................................269 12.19. A Notice to the New Supplier about Your Terms and Conditions .........................271 12.20. Informing the Supplier about the Changes in Terms and Conditions ................273 12.21. A Notice to the Supplier about the Delivery ................................................................275 12.22. A Warning to the Supplier about the Missing Products...........................................277 12.23. A Notice to the Supplier about the Return of the Commodities...........................279 12.24. An Advice to the Customer about the best product .................................................281 12.25. A Notice to the Customer about Ceasing the Deliveries..........................................283 12.26. A Notice about a Approaching Payment .......................................................................285 12.27. A Notice to the Employees about Moving to New Buildings .................................287

13. Notifi cation ...............................................................................................................................289 13.1. Treating a Very Unpleasant Customer ............................................................................291 13.2. Explaining Bad Results .........................................................................................................293

Contens

14

Sadržaj

14. Odbijanje...................................................................................................................................301 14.1. Odbacivanje prijedloga za kompenzaciju .....................................................................302 14.2. Negativan odgovor na upit o mogućnosti zaposlenja .............................................306 14.3. Negativan odgovor na molbu prije razgovora za posao..........................................308 14.4. Odbacivanje zaposlenikova prijedloga ..........................................................................310

15. Otvaranje i otkaz.....................................................................................................................313 15.1. Otvaranje računa za novog kupca ...................................................................................314 15.2 Otvaranje tekućeg računa...................................................................................................316 15.3. Otkazivanje narudžbe zbog kršenja Ugovora ..............................................................318 15.4. Otkaz Ugovora o radu ...........................................................................................................320 15.5. Otkaz Ugovora o radu po kratkom postupku ..............................................................322 15.6. Poništenje čeka .......................................................................................................................324 15.7. Otkaz Ugovora o radu ...........................................................................................................326

16. Podsjećanje...............................................................................................................................329 16.1. Blaga opomena dužniku ......................................................................................................330 16.2. Podsjetnik zaposlenicima s dozvolom za pristup ......................................................332

17. Potvrda .......................................................................................................................................335 17.1. Pismena potvrda telefonske narudžbe ...........................................................................336 17.2. Potvrda cijene ..........................................................................................................................338 17.3. Potvrda dogovora za oglašavanje ....................................................................................340 17.4. Potvrda ponude posredniku za nekretnine..................................................................342 17.5. Potvrda prekida Ugovora o radu ......................................................................................344 17.6. Potvrda primjema molbe za posao ..................................................................................346 17.7. Potvrda promjene vlasništva ..............................................................................................348 17.8. Potvrda uvjeta za oglašavanje ...........................................................................................350

18. Požurivanje ...............................................................................................................................353 18.1. Očitavanje bukvice dobavljaču zbog nepoštivanja narudžbe ...............................354 18.2. Potvrđivanje o primanju narudžbe..................................................................................356 18.3. Požurivanje dobro poznatog dobavljača.......................................................................358 18.4. Požurivanje dostave ..............................................................................................................360 18.5. Požurivanje isplate provizije...............................................................................................362 18.6. Požurivanje izvješća o urednom inspekcijskom nalazu ...........................................364 18.7. Požurivanje plaćanja od dobro poznatog kupca ........................................................366 18.8. Utjerivanje duga pojačavanjem izraza razočaranja ...................................................378

19. Pregovaranje ............................................................................................................................371 19.1. Dogovor o odštetnom zahtjevu bez pravne obaveze...............................................372 19.2. Korištenje jednog kupca protiv drugog.........................................................................374 19.3. Pogađanje najniže cijene.....................................................................................................376 19.4. Pregovaranje o podjeli troškova prijevoza....................................................................378 19.5. Pregovaranje o smanjenju cijene .....................................................................................380 19.6. Pregovaranje s dobavljačem o jediničnoj cijeni ..........................................................382 19.7. Pregovaranje s dobavljačem o ograničenju cijene ....................................................384 19.8. Pregovori o izmjeni narudžbe............................................................................................386 19.9. Pregovori o promjeni cijene ...............................................................................................388

20. Prihvaćanje ...............................................................................................................................391 20.1. Odobrenje niže cijene za veću količinu..........................................................................392 20.2. Pozitivan odgovor na molbu za dobrotvorni prilog ..................................................394

15

13.3. Explaining the Overdue on the Account .......................................................................295 13.4. Explaining the Additional Expenses to the Customer ..............................................297 13.5. Defending the Advertisements in front of the Trading Asso..................................299

14. Refusal ........................................................................................................................................301 14.1. Refusing a Compensation Suggestion ...........................................................................303 14.2. A Negative Answer to a Question of Possible Employment ...................................307 14.3. A Negative Answer to the Application before the Job Inter ...................................309 14.4. Refusing an Employee’s Suggestion ................................................................................311

15. Opening and Firing ................................................................................................................313 15.1. Opening an Account for a New Customer ....................................................................315 15.2. Opening a Current Account ................................................................................................317 15.3. Canceling the Order Because of the Broken Agreement .........................................319 15.4. Canceling the Job Contract ................................................................................................321 15.5. Immediate Canceling of the Job Contract ....................................................................323 15.6. Canceling a Check..................................................................................................................k 325 15.7. Canceling a Job Contract.....................................................................................................327

16. Reminding.................................................................................................................................329 16.1. A Mild Warning to the Debtor ............................................................................................331 16.2. A Reminder to an Employee...............................................................................................333

17. Confi rmation............................................................................................................................335 17.1. A Written Confi rmation of a Telephone Order .............................................................337 17.2. Price Confi rmation .................................................................................................................339 17.3. A Confi rmation of the Advertising Agreement ...........................................................341 17.4. An Off er Confi rmation to the Real Estate Agent .........................................................343 17.5. A Confi rmation that the Job Contract Has Ended ......................................................345 17.6. A Confi rmation of Receiving a Job Application...........................................................347 17.7. A Confi rmation of the ownership Change ....................................................................349 17.8. A Confi rmation of the Advertising Conditions ............................................................351

18. Rushing ......................................................................................................................................353 18. 1. Reprimanding a Supplier for not Respecting an Order............................................355 18.2. Confi rming the Receipt of an Order ................................................................................357 18.3. Rushing a Well_Known Supplier .......................................................................................359 18.4. Rushing the Delivery .............................................................................................................361 18.5. Rushing the Provision Payment ........................................................................................363 18.6. Rushing a Neat Inspection Report ...................................................................................365 18.7. Rushing the Payment from a Well-Known Customer ................................................367 18.8. Settling the Debt by Reinforcing Disappointment ....................................................369

19. Negotiation ...............................................................................................................................371 19.1. Agreement about the Compensation without Legal Obligation .........................373 19.2. Using One Customer Against the Other ........................................................................375 19.3. Negotiating the Lowest Price.............................................................................................377 19.4. Negotiating to Share the Transport Expenses .............................................................379 19.5. Negotiating Lower Prices ....................................................................................................381 19.6. Negotiating a Unique Price with the Supplier .............................................................383 19.7. Negotiating Price Limitations with the Supplier .........................................................385 19.8. Negotiating the Change in the Order .............................................................................387 19.9. Negotiating a Price Change ................................................................................................389

Contens

16

Sadržaj

20.3. Prihvaćanje poziva za govor na sastanku ......................................................................396 20.4. Primanje učenika na praksu................................................................................................398

21. Prodaja .......................................................................................................................................401 21.1. Dopis kupcu proizvoda ........................................................................................................402 21.2. Molba banci za posredovanje pri plaćanju međunarodne transakcije...............404 21.3. Slanje novog kataloga ..........................................................................................................406 21.4. Slanje predračuna bez ikakvih razloga...........................................................................408 21.5. Slanje predračuna za posebnu narudžbu......................................................................410 21.6. Slanje predračuna zbog prošlih dugovanja..................................................................412 21.7. Zahtjev za uspostavljanje trajnog naloga .....................................................................414

22. Reakcija ......................................................................................................................................417 22.1. Dobar, uobičajen odgovor na upit ...................................................................................418 22.2. Dopis nakon susreta na sajmu...........................................................................................420 22.3. Dopis po molbi za kredit preduzeću ...............................................................................422 22.4. Odgovor na telefonski upit .................................................................................................424 22.5. Reakcija na hladan odziv na reklamni dopis ................................................................426 22.6. Reakcija na oduševljen odgovor na reklamni dopis..................................................428 22.7. Sastanak kao poticaj za poslovnu suradnju ..................................................................430

23. Vraćanje .....................................................................................................................................433 23.1. Vraćanje neispravne pošiljke 1 ..........................................................................................434 23.2. Vraćanje neispravne pošiljke 2 ..........................................................................................436 23.3. Vraćanje neprodane robe....................................................................................................438

24. Zahtjev .......................................................................................................................................441 24.1. Oštar, ali prijateljski dopis sa zahtjevom za plaćanje duga .....................................442 24.2. Zahtjev za plaćanjem od preduzeća koje propad ......................................................444 24.3. Zahtjev za plaćanjem u roku od sedam dana ..............................................................446 24.4. Zahtjev za poništenjem računa .........................................................................................448 24.5. Zahtjev za popravkom loše izvršenog posla ................................................................450 24.6. Zahtjev za posjetom trgovačkog predstavnika ...........................................................452 24.7. Zahtjev za povratom troškova dostave ..........................................................................454

25. Zahvale.......................................................................................................................................457 25.1. Dopis zahvale na gostoprimstvu ......................................................................................458 25.2. Dopis zahvale za organizaciju seminara ........................................................................460 25.3. Šaljivo-drska zahvala dobrom kupcu..............................................................................462 25.4 Zahvala kupcu na dopisu zahvale ....................................................................................464 25.5. Zahvala na pruženom gostoprimstvu ............................................................................466 25.6. Zahvala zastupniku za posredovanje pri sklapanju posla .......................................478

26. Žalbe i prigovor .......................................................................................................................471 26.1. Blaga pritužba dobrom dobavljaču koja ga drži budnim ........................................472 26.2. Neslužbena pritužba .............................................................................................................474 26.3. Prigovor zbog neizvršene narudžbe ...............................................................................476 26.4. Pritužba na kvalitet proizvoda ...........................................................................................478

27. Sponzori .....................................................................................................................................480

17

20. Accepting ..................................................................................................................................391 20.1. Approving Lower Prices for Greater Quantities ...........................................................393 20.2. A Positive Reply to a Charity Appeal ...............................................................................395 20.3. Accepting the Invitation for a Speech at the Meeting..............................................397 20.4. Taking Student for Practice .................................................................................................399

21. Sale ..............................................................................................................................................401 21.1. A Letter to the Buyer of the Product................................................................................403 21.2. An Appeal to the Bank to Intervene in International Trans .....................................405 21.3. Sending a New Catalogue ...................................................................................................407 21.4. Sending Preliminary Calculations for no Reason........................................................409 21.5. Sending Preliminary Calculations for a Special Order...............................................411 21.6. Sending Preliminary Calculations for Previous Debts...............................................413 21.7. A Request for Opening a Permanent Order..................................................................415

22. Reaction.....................................................................................................................................417 22.1. A Good, Usual Reply ..............................................................................................................419 22.2. A Letter after a Meeting at a Fair .......................................................................................421 22.3. A Reply to a Company Credit Appeal..............................................................................423 22.4. A Reply to a Telephone Inquiry .........................................................................................425 22.5. A Reaction to a Cold Reply at an Advertisement ........................................................427 22.6. A Reaction to a Delighted Reply at an Advertisement .............................................429 22.7. A Meeting to Motivate Business Cooperation .............................................................431

23. Returning...................................................................................................................................433 23.1. Returning an Incorrect Delivery........................................................................................435 23.2. Returning an Incorrect Delivery 2 ....................................................................................437 23.3. Returning Unsold Goods .....................................................................................................439

24. Request ......................................................................................................................................441 24.1. Sharp, but Friendly Letter with Debt Payment Request ...........................................443 24.2. Payment Request from a Failing Company...................................................................445 24.3. A Seven-Day Payment Request .........................................................................................447 24.4. Bill-Annulment Request.......................................................................................................449 24.5. A Request for Amending a Badly-Done Job .................................................................451 24.6. A Request for a Commercial Representative’s Visit ....................................................453 24.7. A Reqeust for the Return of the Delivery Expenses ...................................................455

25. Gratitude....................................................................................................................................457 25.1. A Letter of Gratitude for Hospitality ................................................................................459 25.2. A Letter of Gratitude for the Organisation of the Seminar ......................................461 25.3. Humorous Gratitude to a Good Customer....................................................................463 25.4. Gratitude to the Customer for a Letter of Gratitude..................................................465 25.5. Gratitude for Hospitality ......................................................................................................467 25.6. Gratitude to the Representative for Negotiating a Busines ....................................469

26. Complaints and Objections ................................................................................................471 26.1. Mild Complaint to a Good Supplier .................................................................................473 26.2. Unoffi cial Complaint .............................................................................................................475 26.3. Complaint for Undelivered Order.....................................................................................477 26.4. A Complaint about Product Quality ................................................................................479

27. Sponzor......................................................................................................................................480

Contens

Čestitke

Congratulations

20

Poštovani gospodine Drago,

jutros sam dobio Vaš dopis i želim biti prvi koji će Vam čestitati na dobivenojakreditaciji za ISO 9001.

Već nekoliko godina nagovaram našeg direktora da naš sistem upravljanjakvalitetom podvrgnemo postupku provjere radi dobivanja potvrde o kvalitetu,pa se iskreno nadam da će ga ova vijest potaknuti na ponovno razmišljanjeo cijeloj toj zamisli. Pročitao sam šta takav postupak uključuje i znam da jepotreban ogroman napor cijelog tima da bi se postigao takav standard i da bise shvatila vrijednost tog dostignuća. Nadam se da Vam se ulaganje u kvalitetstandarda obilato isplaćuje, ne samo u smislu poboljšanog proizvoda, već i kaomamac za potencijalne kupce.

To će Vas zasigurno održati na vrhu popisa dobavljača s kojima ćemo najradijesarađivati. Veselim se nastavku naše uspješne saradnje u budućnosti.

S poštovanjem,

Dejan ŠimićDirektor nabavke

Čestitke

21

Dear Sir:

I received your letter this morning and I would like to be the fi rst one to congratulate you for being given the accreditation for ISO 9001.

I have been bothering our manager for a few years to check our quality management system in order to get the quality confi rmation, so I sincerely hope that this news will inspire him to reconsider the whole idea. I have read what such a process includes and I know that it requires the eff ort of the whole team to achieve such a standard and to understand the value of that achievement. I hope that your investment in the quality standard is profi table, not only in the sense of product improvement, but also as bait for potential customers.That will surely keep you at the top of the list of suppliers I intend to cooperate with. I am looking forward to continuing our successful cooperation in the future.

Sincerely,

Dejan SimicSupply Manager

Congratulations

22

Predmet: Nagrada komercijalist godine 2006.

Poštovani Damire,čestitam Vam na osvajanju nagrade komercijalist godine.

Znam da je Vaša prodaja u iznosu od 120.000 KM dvostruki rekord. Osimšto je to najveća vrijednost ikada zabilježena od strane jednog terenskogkomercijaliste koji radi za naše preduzeće, povećanje od 21% u odnosu naprošlu godinu najveće je procentualno povećanje koje je ikad postignuto.

Ove godine prvi put pokazujemo da smo preduzeće broj jedan u našempodručju, a Vaši su izuzetni napori bili odlučan faktor u promjeni našegpoložaja na tržištu.

Nadam se da ćete sljedeće godine postići još više rekorda.

S poštovanjem,Kadrić EsadDirektor prodaje

Čestitke

23

Subject: The Reward for the Commercialist of the Year

Dear Sir:I would like to congratulate you for winning the prize for the ‘Commercialist of the Year’.

I know that your sale amounting to 120.000 KM is a double record. Apart from being the greatest value ever recorded for a commercialist working for our fi rm, the 21% increase in comparison with the last year is also the greatest percentage increase ever achieved.

We are showing for the fi rst time this year, that we are the fi rm number one in our fi eld, and your exceptional eff orts have been the deciding factor in the change of our position on the market.

I hope that you will achieve even greater records next year.

Sincerely,Kadric EsadSales Manager

Congratulations

24

Predmet: Menadžer godine

Poštovana gospođice Kemala,

bio sam oduševljen kad sam čuo da ste proglašeni menadžerom godine zanajbolje menadžersko ostvarenje godine. Najiskrenije čestitke.

Ovo je prvi put da je neko iz našeg preduzeća osvojio ovu uglednu nagradu –to je sjajno dostignuće, lično i profesionalno. Moje je oduševljenje tim veće štoje ova nagrada udarac našim konkurentima, koji predugo sjede na oblacima.Ova Vaša nagrada i meni osobno i preduzeću znači mnogo. Već se veselimsvim novim klijentima koji će pokucati na naša vrata.

Vaš je rad postao putokazom za cijeli sektor i postavio odrednice rada novogdoba – rada za koji se nadam i vjerujem da će se održati još dugo vremena.

S poštovanjem,Damir RajićTehnički direktor

Čestitke

25

Dear Madam:

I was delighted to hear that you were declared the Manager of the Year for the best managerial achievement. My warmest congratulations.

This has been the fi rst time that someone from our fi rm has received this great prize-it is your great achievement, both personal and professional. My delight is even bigger because your prize is a blow for our competitors, who have been sitting on the clouds for too long. I am looking forward to all new clients who will be knocking at our door.

Your work has become a road sign for the whole sector and it has set the directions for the work of the new age-the work I hope and believe will sustain for a long time.

Sincerely,Rajic DamirTechnical Manager

Congratulations

Poslovna pisma

26

Davanje

Giving

28

Predmet: XY d.o.o.

Poštovani gospodine Redžić,

na temelju mog dopisa od 23. decembra i mog telefonskog razgovora s Vama, uprilogu Vam dostavljam pojedinosti naše tužbe protiv XY d.o.o. za povrat dugau iznosu 11.360,60 KM .

Iz njihove je narudžbe vidljivo da su od nas zatražili pružanje određenihusluga. Prilažemo i naš račun, s datumom 11. oktobra, kao i dopise koje smo imuputili u svrhu naplate duga. Naš obrazac za ocjenu zadovoljstva kupaca, kojisu ispunili 28. oktobra, pokazuje da su bili u potpunosti zadovoljni pruženomuslugom, te da nemaju razloga osporiti zahtjev.

Molimo Vas da poduzmete potrebne korake u svrhu naplate dugovanja,uključujući i sudsku tužbu. Poznato mi je da ćemo, čak i ako se donesepravomoćna presuda u našu korist, morati poduzeti daljnje korake kako bismosudsku odluku proveli u djelo.

S poštovanjem,Mladen IvankovićFinansijski direktor

Davanje

29

Subject: XY d.o.o.

Dear Sir:

Based on my letter dated December 23. and my telephone conversation with you, I am sending yoy the details of our law suit against XY d.o.o. for the debt amounting to 11.360,60 KM.

It is obvious from their order that they asked for certain services. We are sending you our receipt, dated October 11. as well as the letters that we sent to ask for the debt to be paid. Our form for the evaluation of customers’ satisfaction, which was fi lled out on October 28. shows that they were absolutely satisfi ed with the service so they have no reason whatsoever to negate our charges.

I am asking you to take the necessary steps to ask for the debt to be paid, including the charges for the lawsuit. I am aware that we shall, even if you rule in our favor, have to take further action to bring our lawsuit into force.

Sincerely,Mladen IvankovicFinance Manager

Giving

30

Predmet: Procjena objekta (Ul. Hiseta 66)

Poštovani gospodine Ivić,

obavještavamo Vas da je prihvaćena naša ponuda za kupovinu objekta nagore navedenoj adresi za 160.000,00 KM, te bih Vas stoga molio da izvršitecjelokupni građevinski pregled objekta. Prihvaćam Vašu cijenu od 1.270,00KM.

Malo me brinu neki nedostaci na objektu. Siguran sam da ćete ih primijetiti,ali bih Vam ih ipak rado spomenuo. Mala kancelarija u zadnjem dijelu zgradeosjeti se na vlagu. Pretpostavljam da neko vrijeme nije bio korišten, ali bih Vaszamolio da ga pregledate i predložite nam potrebne popravke. Također, se činida u gornjoj kancelariji na prednjoj strani zgrade postoje tragovi vode, uz samdimnjak. Je li to problem curenja ili su popravci izvršeni, ali zid nije nanovookrečen?

Očekujem Vaš izvještaj.

S poštovanjem,Adil SalihovićDirektor

Davanje

31

Subject: The evaluatuion of the estate (Hiseta 66)

Dear Sir:

We are informing you that you off er for the purchase of the above mention estate at the given address had been accepted at the price of 160.000,00 KM so I am asking you to do the complete building examination of the whole estate. I am accepting your price of 1.270,00 KM.

I am worried by some defi ciencies at the estate. I am sure you will notice, but I would gladly mention it to you. A small offi ce at the back of the building has damp smell. I suppose it has not been used for some time, but I would ask you to examine that and suggest the necessary measures. It also seems that in the upper offi ce at the front of the building there are traces of water, close to the chimney. Is there a problem with leaking or have there already been some repairs, but the wall has not been painted yet?

We are expecting your report.

Sincerely,Adil SalihovicManager

Giving

32

Poštovani gospodine Will,

drago mi je da Vam na Vaš upit mogu odgovoriti ponudom traženih proizvoda.Svi su u dobrom stanju. Ne mogu Vam dati sveukupnu cijenu dok ne saznamšta sve trebate, jer ćemo morati dodati troškove prijevoza i pakiranja. MolimVas, javite mi želite li dostavu zračnim ili brodskim prijevozom. Imajući na umu veličinu nekih od traženih proizvoda, brodski bi prijevoz bio jeftiniji.

1. Mašine za fotokopiranje 850,00 USD po komadu.2. IBM mašine za kucanje, nova moderna elektronika, 360,00 USD po

komadu.3. Olympia mašine za kucanje 300,00 USD po komadu.4. Telefaks aparati –375,00 USD po komadu.

Molim Vas da mi svoje zahtjeve javite što prije, jer imamo dosta isporuka vangranica naše zemlje.

Unaprijed se veselim našoj budućoj saradnji.

S poštovanjem,Dejan SoftićDirektor marketinga

Davanje

33

Dear Sir:

I am glad to be able to respond to your inquiry with the off er of the requested products. All of them are in good condition. I cannot give you the overall price until I fi nd out all that you need, because we will have to add the transport and package expenses. I am asking you to inform me whether you want the goods to be sent by air or by ship. Having in mind the size of some required products, I thing the shipment would be cheaper.

1. Photocopying machine 850, 00 USD a piece2. IBM typing machines, new modern electronics, 360, 00 USD a piece3. Olympia typing machines 300, 00 USD a piece4. Telefax machines 375, 00 USD a piece

I am asking you to send your requests as soon as possible, because we have a lot of deliveries abroad.

I am looking forward to our future cooperation.

Sincerely,Dejan SofticMarketing Manager

Giving

34

Predmet: Preporuka

Admir Rovčanin počeo je raditi kao pomoćnik fi nansijskog direktora u našempreduzeća u augustu 1999. Nakon nekoliko mjeseci postalo je jasno da jesposobn preuzeti mnogo veće odgovornosti, te je stoga u julu 2000. godineunaprijeđen u fi nansijskog direktora.

Kao fi nansijski direktor bio je zadužen za fi nansije kompletne fi rme. Pratio jesve faze od najmanje narudžbe do plaćanja najvećih računa. Bio je odgovornza rad kompletnog fi nansijskog sisteme u našoj fi rmi.

Admir je vrlo pažljiv radnik, ali, također, ima u vidu komercijalnu stranuposla, te stoga vrlo brzo prepoznaje potrbu za ulaganjma koji će fi rmi donijetidobit, ali i mogućnost širenje posla. Ima izvrsno oko za pojedinosti, a isto takoodlično surađuje s različitim ljudima i zna ih motivirati za posao.

Vrlo je ljubazn u ophođenju s ljudima, otvoren i druželjubiv. No isto tako, kadje trebalo, znao je izvući oružje iz korica za teške pregovore i nije uzmicao niza pedalj u trenucima kad je takvo ponašanje bilo važno.

Zbog uvjeta na tržištu i promjene vrste poslovanja, Admira smo moraliproglasiti tehnološkim viškom. Moram reći da smo to napravili teška srca i daće nam Admir i njigov pozitivan doprinos jako nedostajati.

Iskreno preporučujem Admira Rovčanina za sličnu ili čak odgovornijufunkciju, koja će za njega predstavljati uzbudljiv izazov.

Senad BrkićDirektor i vlasnik

Davanje

35

Subject: Recommendation

Dear Sir:Admir Rovcanin started working as the Finance Manager Assistant in our company in August 1999. After a few months it became obvious that he was capable of handling much greater responsibility, so in July 2000. he was promoted Finance Manager.

As the Finance Manager in charge of the fi nances of the whole fi rm, he went through all the phases from the smallest order to the paying of the biggest bills. He was responsible for the work of the whole fi nance system in our company.

Admir is a careful employee, but having in mind the commercial side of the job, he quickly recognizes the need for investments that can be profi table, with the possibility of expanding the business. He has an eye for details, and excellent cooperation with diff erent sorts of people and he knows how to motivate them for work.

He is very kind in communication, outgoing and sociable. However, he might be capable of handling diffi cult negotiations and he had never stepped back when such behavior was needed.

Because of the market conditions and the change of our business, Admir lost his position. We did not lose him willingly and we shall miss his positive contribution.

I sincerely recommend Admir Rovcanin for similar or even more responsible position, which can only be an exciting challenge for him.

Sincerely,Senad BrkicManager and Owner

Giving

36

Predmet: Pomoć za naplatu duga

Poštovani gospodine Dedić,

hvala Vam što ste pristali zastupati nas u postupku naplate duga od preduzećaKironn d.d. iz Banja Luke.

U prilogu dostavljam potpisanu punomoć, koja Vam daje ovlasti da poduzmetešto god je razumno potrebno u svrhu naplate našeg potraživanja. Dakako,željeli bismo izbjeći nepotrebne troškove, ali s obzirom da je visina dugagotovo 100.000 KM, spremni smo platiti do 10.000 KM na ime pravne pomoći.Koliko mi je poznato, ovaj bi iznos trebao biti dovoljan i garantuje nam da ćese predmet okončati na naše zadovoljstvo.

Molim Vas da me redovno obavještavate o tome kako napreduju pregovori.

S poštovanjem,Enes SmajlagićDirektor

Davanje

37

Subject: Authorisation for Debt Payment

Dear Sir:

I would like to thank you for representing us in the case for the debt retrieval from the company Kirron from Banja Luka.

I am sending you the signed approval, which authorizes you to take whatever necessary steps to retrieve that debt. We would certainly like to avoid the unnecessary costs, concerning the fact that the debt amounts to almost 100.000 KM. We are ready to pay 10.000 KM for legal help. As far as I know. This amount of money should be suffi cient and it guarantees that the case will end to our satisfaction.

We are asking you to inform us regularly as to how the negotiations are progressing.

Sincerely,Enes SmajlagicManager

Giving

Dogovaranje

Agreements

40

Predmet: Pravilnik o disciplini

Poštovani gospodine Suljkić,

podsjećam Vas da smo na našem zadnjem sastanku dogovorili kako će seosnovati radna grupa za promjenu Pravilnika o disciplini, s obzirom nanedavne slučajeve. Prvi sastanak ove radne skupine bit će u srijedu, 3. marta2006. godine u 10.30 sati u sobi za sastanke. Nadam se da ćete se odazvati ovom pozivu.

U prilogu dostavljam dnevni red sastanka.

S poštovanjem,Milan SemizKadrovski odjel

Dogovaranje

41

Subject: The Discipline Rulebook

Dear Sir:

I am reminding you that we agreed at our last meeting to found the working group for the change of the Discipline Rulebook, considering the latest cases. The fi rst meeting of this working group will be held on Wednesday, March 3, 2006. at 10:30 in the meeting room. I hope you will be able to come to the meeting.

I am also sending you the meeting agenda.

Sincerely,Milan SemizPersonnel Department

Agreements

42

Bez pravne obaveze

Predmet: Odštetni zahtjev

Poštovani gospodine,

slijedom Vašeg odštetnog zahtjeva zbog lošeg kvaliteta drveta koje vam jeisporučeno prošlog mjeseca spremni smo ponuditi sljedeće:

1. Povrat novca u visini cijene drveta.2. Novčana naknada za vrijeme izgubljeno čekajući novu pošiljku.3. Troškovi prijevoza i telefona .4. Dodatni popust od 10% na kompletnu pošiljku.

Ova se ponuda temelji na uvjetu da je time nagodba u vezi s Vašim potraživanjempotpuna i konačna. Prihvaćate li ove uvjete, molim Vas da to potvrdite svojimpotpisom na dnu dopisa i vratite nam jednu kopiju na gore navedenu adresu.Tada ćemo Vam proslijediti pošiljku sa svim gore navedenim.

S poštovanjem,Bašić EsadDirektor

Dogovaranje

43

Without legal obligation

Subject: The Refund Claim

Dear Sir:

Considering your refund claim due to the poor quality of the wood that was delivered to you last month we are ready to off er these to you:

1. Money return at the price of the wood2. Money refund for the time lost waiting for the new delivery3. The transport and telephone expenses4. The additional discount of 10 % for the complete delivery

This off er is based on the condition that the deal concerning your claim will be complete and fi nal. If you accept all these conditions, we are asking you to confi rm that with your signature at the bottom of the list and to send us back one copy at the above written address. Then, we will do you the above listed delivery.

Sincerely,Esad BasicManager

Agreements

Informisanje

Information

46

Predmet:Dopis inspekciskoj službi s priloženom listom pakovanja

Poštovana gospodo,

u vezi s gore navedenim, prilažem dvije kopije liste pakovanja. Nadam se da ćeto pomoći Vašem inspektoru.

Kao što sam već ranije rekla, očekujemo da ćete pregled izvršiti u sedmici kojapočinje krajem decembra, kako bismo robu mogli dostaviti do početka 2006.godine.

Puno hvala na saradnji.Elizabeta KlaićOdjel izvoza

Informisanje

47

Subject: The letter to the inspection service with the required packaging list

Dear Madam:

Concerning the above-mentioned subject, I am sending you two copies of the packaging list. I hope that it wil help your manager.

As I have already said, we expect the examination to be done in the fi rst week of December, so that we could deliver the goods until the beginning of the year 2006.

Thank you for your cooperation.Sincerely,Elizabeta KlaicExport Department

Information

48

Poštovani gospodine Novak,

kao preduzeće koje nastoji pružiti visoku razinu usluge, želimo u svakomtrenutku biti upoznati s Vašim potrebama i mišljenjima o proizvodima koje proizvodimo i prodajemo.

Bila bih Vam mnogo zahvalna kada biste ispunili priloženi upitnik. Tako ćetenam pomoći da održimo visok standard i kvalitet svojih proizvoda i usluga.

Kao zahvalu za Vaše vrijeme, po prijemu Vašeg upitnika poslati ću Vam jednuod naših Parker hemijskih olovki vrhunske kvalitete.

Veselim se Vašem odgovoru i nadam se da ćemo i dalje sarađivati s Vama.

S poštovanjem,Lana GalićDirektorica marketinga

Informisanje

49

Dear Sir:

As a company that is aiming to off er high quality service, we want to be informed about your needs and opinion concerning the products we produce and sell.

I would be very grateful to you if you could fi ll in the form. You will help us keep up the high standard and the quality of our products and services.

As appreciation of your time, after you have received the form, I will send you one of our Parker pencils of top quality.

I am looking forward to your answer and hope to be able to continue our cooperation in the future.

Sincerely,Lana GalicMarketing Manager

Information

50

Predmet: Tromjesečna revizija poslovanja

Poštovana gospođo Novaković,

obećao sam Vam poslati obavijesti o našoj knjizi narudžbi kao dio tromjesečnerevizije poslovanja.

Sa zadovoljstvom Vam mogu javiti da je naše stanje narudžbi 15% više negou istom razdoblju prošle godine i da iznosi nešto više od 500.002,00 KM.Vrijednost ponude na koje smo poslali narudžbu iznosi 648.000,00 KM.Znamo da se 73% takvih ponuda pretvori u čvrste narudžbe. Na temelju tihbrojki smatramo da je naš godišnji plan prihoda od milion, realna procjenarezultata za tekuću fi nansijsku godinu.

Nadam se da smo Vam ovime pružili potrebne obavijesti. Budu li Vam trebalebilo kakve daljnje obavijesti, rado ćemo Vam odgovoriti.

S poštovanjem,Edin DuranDirektor

Informisanje

51

Three-month business revision

Dear Madam:

I have promised to send you the information about our order book as part of the three-month revision.

I am glad to inform you that our state of orders is 15 % more than at the same period last year and it amounts to 500.002, 00 KM. The value of the off er that we suggested was 648.000, 00 KM. We know that 73 % of such off ers transforms into solid orders. Based on these fi gures, we think that our annual income plan amounting to one million is a realistic estimate of the results for the ongoing fi nancial year.

We hope we were able to off er you the necessary information. If you need any further information, we would be glad to help you.

Sincerely,Edin DuranManager

Information

52

22. februara 2006. godine

FAKS PORUKAPrima: Edis SmailagićGlex d.o.o.Faks br. : 034/ 321 001

Šalje: Robert Hisur

Predmet: Vaša narudžba br. : 456/06

Poštovani gospodine Smailagić,

jutros sam primio Vašu poruku u kojoj tražite da se Vaša narudžba za 500registratora sa spiralnim uvezom promjera 30 mm ispravi u obične registratorekoji mogu primiti 350 listova.

Nažalost, Vaša narudžba je još prije dva dana ušla u proizvodnju i već smonapravili 150 registratora sa spiralnim mehanizmom. Kako su oni većnapravljeni po Vašim željama, s logotipom Vaše fi rme, morat ćemo Vas zamolitida ih uzmete.

Molio bih da mi još danas javite želite li da napravimo preostalih 350 ili novih500, 35 milimetarskih registratora?

S poštovanjem,Robert HisurDirektor

Informisanje

53

February 22, 2006

Fax Delivery

Edis Smailagic

Glex d.o.o.

Subject: Your Order No. 456/06

Dear Sir or Madam:

I received your message this morning in which you are asking your order for 500 registrations with spiral bonding with the 30 mm profi le to be corrected into an order for ordinary registrations that can accept 350 sheets.

Unfortunately, your order went into production two days ago and we have already made 150 registrations with the spiral mechanism. As they have been made according to your wishes, with your company’s logo, we have to ask you to accept them.

I would like to ask you to inform me today if you want us to make additional 350 or new 500, 35 mm registrations.

Sincerely,Robert HisurManager

Information

54

Iznos na čeku mogao bi biti 500, 1.000, 10.000, ili čak100.000 KM.

Zamislite što biste sve mogli učiniti sa 100.000 KM.

Mogli biste kupiti nov, luksuzan automobil i slobodu da odete gdje god želite,savršeno udobno.

Mogli biste poći na egzotično ljetovanje svojih snova i provoditi cijele danepijuckajući osvježavajuća pića na suncem okupanim plažama.

Ili kupiti kućicu iz snova, negdje u prirodi, s vrtom ispunjenim osvježavajućimmirisom poljskog cvijeća.

Novac je spreman i čeka Vaš odgovor. Ne propustite ovu izuzetnu priliku. Dabiste dobili svoj novac, dovoljno će biti da nam u roku od dvije sedmice vratitekarticu koja je priložena ovom dopisu. Ne morate odgovarati ni na kakvapitanja niti ispuniti bilo kakav obrazac, a pogotovo ne morate ništa od naskupiti.

Čim dobijemo Vašu karticu, smjesta ćemo Vam uplatiti novac – novac kojibi mogao biti Vaš pasoš za slobodu, pustolovinu ili, ako to želite, potpunusigurnost. Uz novac će Vam stići i naš katalog, ali Vi ne morate od nas baš ništakupiti kako biste dobili novac. Moći ćete ga slobodno potrošiti na bilo šta poVašoj želji.

Dakle, ne oklijevajte, ubacite karticu u sandučić već danas i upamtite, nemorate čak niti lijepiti marku na kovertu. Dakle, ne morate ništa platiti, a dobitćete od nas novac – novac koji bi mogao biti Vaš pasoš u bolji život. Što možeteizgubiti?

S poštovanjem,Miro UšićVoditelj promotivnih aktivnosti

P.S. Upamtite – Vaša kartica mora stići u roku od 14 dana da biste dobili svoj novac.

Informisanje

55

inform us on what account should we transfer the money, that has already been approved of. The amount on one cheque can be 500, 1000, 10.000 or even 100.000 KM.

Imagine everything you could do with 100.000 KM.

You could buy a new, luxurious car and be free to travel wherever you want, perfectly comfortably.

You could go on an exotic trip of your dreams and spend the whole days sipping refreshing drinks at sunbathed beaches.

Or even buy the house of your dreams, somewhere in the country, with a garden fi lled with the smell of fi eld fl owers.

The money is ready and we are waiting for your answer. Do not miss such a chance. If you want to receive the money, it is enough to send us back the card we sent you in two weeks time. You do not have to answer any questions or fi ll in any forms, and you do not have to buy anything from us.

As soon as we receive your card, we will put the money onto your account-the money that could be your passport to freedom, adventure, or if you want, complete safety. With the money, you will receive our catalogue, but you do not have to buy anything from us in order to get the prize money. You are free to spend that money any way you want.

So, do not hesitate, put the card into the mailbox today and remember, you do not even have to put a stamp onto the envelope. Therefore, you do not have to pay for anything, and you will receive money from us-the money that could be a passport to a better life. What can you lose?

Sincerely,Miro UsicPromotional Activities Leader

P.S. Remember-Your card had to arrive before two weeks expire in order for you to receive the money.

Information

56

Predmet: Obrazac 12 - Kraj fi nansijske godine.

Poštovana gospođo Macić,hvala Vam za dopis koje sam dobio jutros. Obavijesti koje tražite su sljedeće:

1. Potvrđujem da sam do kraja 2004. godine vozio Nissan Bluebird (prvaregistracija novembar 2004.) i da je njegova izvorna cijena manja od 19.250EUR. Nakon toga Bluebird je zamijenjen Nissanom Primera, po cijeni od10.946 EUR (prilažem ugovor o leasingu i dokumente o registraciji).

2. Tijekom tog razdoblja, u svrhu obavljanja poslova, prešao sam između 2.500km i 18.000 km.

3. Korištenje vozila u privatne svrhe (neznatno) platio sam lično.4. Preduzeće mi nije plaćalo privatno zdravstveno osiguranje.5. Putni troškovi - uključujućiavionske karte, najam automobila i taksi-usluge

(isključujući troškove benzina u iznosu od 500,00 KM) - bili su 1.000,00 KMi plaćeni su mi direktno iz priručne blagajne. Tome treba pridodati 2.584,00KM plaćenih čekovima preduzeća. To ne uključuje hotelske troškove.

6. Troškovi reprezentacije iznosili su 888,00 KM.7. Preduzeće mi nije plaćalo kućni telefon, jer imam posebnu telefonsku liniju.8. Nemam mobilni telefon.9. Jedini dodatni troškovi, koji su išli na račun preduzeća, troškovi su

mirovinskog osiguranja za mene i Nenu Zulića (tajnik preduzeća).

Također, dostavljam kopiju obrasca 7P.

S poštovanjem,Adnan HrgovićDirektor

Informisanje

57

Subject: Form 12 – The end of the fi nancial year

Dear Madam:I would like to thank you for the letter I received this morning. Here is the information you asked for:

1. I confi rm that until the end of 2004. I was driving Nissan Bluebird (the fi rst registration November 2004.) and that its original price was less than 19.250 Euros. After that, Nissan Primera replaced Nissan Bluebird; at the price of 10.946 Euros, (I am sending you the leasing contract and the registration documents).

2. During this period, due to business, I crossed between 2.500 km and 18.000 km.3. I paid myself for the use of this vehicle for private purposes.4. The company did not pay for my private health insurance.5. Transport expenses-including airplane tickets, car rent and taxi services

(excluding the gas expenses amounting to 500, 00 KM) – were 1.000, 00 KM and it was paid directly from the funds. We should include the additional 2.584, 00 KM paid by the company cheques. It does not include the hotel expenses.

6. The company representation expenses were 888, 00 KM.7. The company did not pay for my private home telephone number, because I

have additional telephone line.8. I do not possess a mobile phone.9. The only additional expenses, that went directly to the company account, were

the retirement expenses for Nena Zulic(the company’s secretary) and me.

I am also sending you the cope of the 7P form.

Sincerely,Adnan HrgovicManager

Information

58

Predmet: Požar na lokaciji (Poslovni centar „Komunalac“ Maglaj)

Poštovani Enese,

ovim dopisom potvrđujem navode iz našeg telefonskog razgovora u vezi spožarom u našem skladištu na lokaciji Poslovni centar Unitic. Shvatio sam daćete Vi obavijestiti osiguravajuće društvo i zamoliti ih da pošalju jednog odsvojih procjenitelja na procjenu štete.

Iako je vatra oštetila jedino istočni dio skladišta, nažalost, čini se da je iostatak naše zalihe pretrpio oštećenja od dima, te da se stoga ne može prodati.Procjenjujem da je vrijednost izgubljene robe otprilike 20.000,00 do 25.000,00KM.

Upravo iz našeg računara vadimo podatke o vrijednosti robe, a tačnije ću Vampodatke javiti u skorije vrijeme.

S poštovanjem,Ivan StankićDirektor

Informisanje

59

Subject: Fire at the location (Business Center ‘Komunalac’, Maglaj)

Dear Sir:

By this letter, I am confi rming the information from our telephone conversation about the fi re in our warehouse at the location Business Center Unitic. I have understood that you would inform the insurance company and ask them to send one of their estimators to estimate the damage.

Although the fi re destroyed only the eastern part of the warehouse, it seems that the rest of our supplies suff ered some damage due to the smoke, so these supplies cannot be sold. We estimate that the value of the lost goods is approximately from 20.000, 00 KM to 25.000, 00 KM.

We are extracting information from our computer about the exact value of the goods, and I will send you this information as soon as possible.

Sincerely,Ivan StankicManager

Information

60

Predmet: Vaš račun br. E-163-01/06

Poštovani Davore,

vaš račun br. E-163-01/06 odnosi se na narudžbenicu br.16/06.

Naši podaci nam govore kako je ta narudžba poslana drugom dobavljaču.Pregledao sam sve narudžbenice kako bih vidio odgovara li koja takvoj narudžbi, ali nisam uspio naći niti jednu.

Bio bih Vam zahvalan kada biste pregledali svoje podatke i, ako je moguće,poslali mi kopiju originalne narudžbenice.

S poštovanjem,Srečko MirićDirektor

Informisanje

61

Subject: Your account No. E-163-01/06

Dear Sir:

Your account No. E-163-01/06 refers to the order No. 16/06.

Our information says that this order was sent to another supplier. I checked all the orders to see if any one of them refers to that order, but I was unable to fi nd one.

I would be thankful if you could check all the information, and, if possible, send me the copy of the original order.

Sincerely,Srecko MiricManager

Information

62

Poštovani gospodine Vatrica,

niste se odazvali našim prethodnim pozivima za izmirenje duga u iznosu1348,00 KM.

Nadamo se da nam se više nikad nećete javiti.

S poštovanjem,Selver Hofi ćDirektor fi nansija

Informisanje

63

Dear Sir:

You have not replies to any of our previous calls to pay the debt of 1.348, 00KM.

I hope you will never contact us again.

Sincerely,Selver HonicFinancial Manager

Information

64

Poštovana gospođo Senjak,

po Vašem zahtjevu za preporuku od banke, dostavljamo Vam podatke o našojbanci:

CBBanka d.d.Vlasnik računa: Ambbra d.o.o.Broj poslovnice: 61-10-24Broj računa: 87230789

S poštovanjem,Dean Vladić,Voditelj računovodstva

Informisanje

65

Dear Madam:

At your request for the bank recommendation, I am sending you the information about our bank.

CBBanka d.d.The account owner: Ambbra d.o.o.The number of our business post: 61-10-24The number of our account: 87230789

Sincerely,Dean VladicAccounting Leader

Information

66

prije dvanaest mjeseci Srđan je osnovao svoje preduzeće za direktnu isporukuvrtlarskih proizvoda krajnjim korisnicima.

U prvih je šest mjeseci sve izgledalo dobro. Odaziv na njegove reklame rastao je izsedmice u sedmicu, a broj narudžbi premašio je njegov plan za 15%.

Na nesreću po Srđana, u vrtu nije sve bilo kao u raju.

Porast poslovanja uveliko je ovisio o stalnim kupcima. Jedino je tako Srđan mogaopokriti visoke troškove oglašavanja u skupim časopisima. Nažalsot, Srđan nije imaovelik broj stalnih kupaca koji bi mu se iznova vraćali. Isprva mu nije bilo jasno štose događa. Asortiman proizvoda sadržavao je upravo ono što su kupci tražili, pocijenama koje su bile konkurentne, a usluga je bila bez premca. Stvari su sjele na svojemjesto tek pošto je Srđan proveo istraživanje tržišta.

Odgovori na njegove upitnike potvrdili su da su proizvodi dobri, cijene povoljne, ausluga izvrsna. Ono što je Srđan ostalo skriveno bila je usluga dostave. Njegovi sukupci smatrali da na proizvode čekaju predugo. Stoga bi, umjesto da proizvode naručeod njega, odjurili u najbliži vrtni centar i nabavili što im treba.

Srđan je smjesta otkazao ugovor dostavnoj službi koju je dotada koristio. Potomje, nakon razgovora s iskusnim prijateljem, unajmio preduzeće Alpha, jer smo mijedino takvo preduzeće koje garantuje, ne samo pravovremenu dostavu, već i naknaduštete koja bi proizašla iz kašnjenja.Srđan sad puno bolje spava, a nama je i to poticajza pravovremenu dostavu. Srđan je sretan što konačno vidi iste kupce kako mu sevraćaju.

Želite li se pridružiti Srđanu i pomoći svom preduzeću da raste i cvjeta, razmislite opreduzeću Alpha - profesionalnom izboru za profesionalce. Nazovite nas bez ikakvihobaveza.

S poštovanjem,Nenad MedićDirektor

P.S. Potpišete li ugovor o pokusnoj saradnji do kraja juna, prvih sedam dana imatepravo na usluge u pola cijene!

Informisanje

67

Twelve months ago, Srdjan founded his company for the direct delivery of gardening products to fi nal consumers.

During the fi rst six months, everything seemed fi ne. The reply to his advertisements rose from one week into another, and the number of orders was 15 % bigger thanplanned.

Unfortunately, for Srdjan, not everything in the garden was like in paradise.

The rise of the business depended upon the regular customers. Only in that way could Srdjan cover the high expenses for the advertisements in expensive magazines. Unfortunately, Srdjan did not have a great number of regular customers who would keep coming back. At fi rst, he was confused as to what was happening. The products range included just what the customers demanded, at reasonable prices, and the service was excellent. The things settled when Srdjan did the marker research.

The responds to his survey confi rmed that the products were good, the prices reasonable and the service excellent. What was left hidden was the delivery service. His customers thought that they were waiting too long for the deliveries. Therefore, instead of ordering the products from him, they rushed to the nearest gardening centre and bought everything they needed.

Srdjan immediately cancelled the contract with eh delivery service that he had beenusing. Then after a conversation with an experienced friend, he hired the company Alpha, because we are the only company that guarantees not only timely delivery, but also the compensation for the damage in case of late deliveries. Srdjan now sleeps much better, and it motivates us to continue with our timely service. Srdjan is happy to see his customers coming back to him.

If you want to join Srdjan and help your company fl ourish and grow, think aboutthe Alpha company- a professional choice for professionals. Call us without any obligations.

Sincerely,Nenad MedicManager

P.S. In case you sing any trial cooperation contract until the end of June, during the fi rst seven days you are entitled to all the services at half a price.

Information

Ispravke i izvinjenja

Corrections and Apologies

70

Predmet: Naša narudžba br. 002

Poštovani gospodine Herenda,

izvolite primiti kopiju uplate na 2.012,00 KM za plaćanje naše narudžbe br. 002.Molimo da nam robu dostavite u četvrtak, 20. marta 2006.godine, zapakovanuu kutije dvostrukih stranica. Kutije složiti na palete.

Adresa za dostavu:I.C.R.B.K.S.Erika Brandisa 6372270 Travnik

Molim da nas izvjestite o datumu isporuke što je moguće prije.

Puno hvala na saradnji.

S poštovanjem,Esma FatićOdjel nabavke

Ispravke i izvinjenja

71

Subject: Our order No. 002

Dear Sir:

Here is the copy of the payment receipt of 2.012, 00 KM for the payment of our order no. 002. We are asking you to deliver the goods on Thursday, March 20, 2006. packed in double-sided boxes. The boxes should be lined in palettes.

The delivery address:DOOM d.o.o.Sesta Ulica b.b.Bijeljina

We are asking you to inform us about the delivery date as soon as possible.

Thank you for your cooperation.

Sincerely,Esma FaticSupplies Section

Corrections and Apologies

72

Predmet: Članak o MRRM-u u izdanju “Jutarnji list” od 11. aprila

Poštovani gospodine Hodžić,

Želio bih ispraviti činjeničnu grešku u Vašem članku pod naslovom “MRRMi budućnost”. MRRM niti u jednom trenutku nije bio distributer proizvodapreduzeća HIS d.o.o. Istina je da smo razgovarali o mogućnosti saradnje, noobje su se strane složile da u ovom trenutku takva saradnja ne bi bila u interesuniti jedne strane.

S poštovanjem,Mladen GirvićDirektor

Ispravke i izvinjenja

73

Subject: The article about MRRM in the edition of ‘Jutarnji List’ dated April 11.

Dear Sir:

I would like to correct the factual mistake in your article headed ‘MRRM and Future’. MRRM had never been the distributor of the products of the HIS d.o.o. company. It is true that we discussed possible cooperation, but both sides agreed that at that moment such cooperation would not be of any interest.

Sincerely,Mladen GirvicManager

Corrections and Apologies

74

16. januar 2006. godine

Na znanje - Alexander Low

Vaš broj spisa: GHA - 58569Obrazac M. br.: MD796130 / BA - 927964Uvoznik: International Trade Supplies Limited

Poštovana gospodo,hvala Vam na telefonskom pozivu u vezi s gore navedenim spisima, kojim stemi ukazali na greške u teretnici.

Brodski prijevoznik izjavio je da je na brod ukrcano 58 kartonskih kutija, alida je samo 57 vanjskih kartonskih kutija sadržavalo po 3 kutije, dok je jednasadržavala 1 kutiju s 12 paketa razvijača G905.

Prilažem ispravljenu kopiju izvornika i neprenosivu teretnicu brodskogprijevoznika.

Nadam se da je sada sve u redu. Molim Vas da nam hitno pošaljete nezavisniinspekcijski izvještaj, jer našem kupcu prijeti naplata ležarine.

Puno hvala na saradnji.Darko ŠpilekDirektor izvoza

Ispravke i izvinjenja

75

January 16, 2006

At the knowledge of: Alexander Low

The number of your letter: GHA-58569Form M. No.: MD796130/BA-927964Importer: International Trade Supplies Limited

Dear Sir:I would like to thank you for your telephone calla concerning the above-mentioned letters, where you drew my attention to the irregularities during shipment.

The ship transporter declared that 58 cardboards were loaded onto the ship, but that only 57 of these outside cardboards contained 3 boxes, whereas one cardboard contained 12 packages of the developer G905.

I am sending you the corrected copy of the original document and the shipment document of the ship transporter.

I hope that everything is all right now. I am asking you to send us urgently the independent inspection report because our customer will be obliged to pay for delayed storage of the goods.

Thank you for your cooperation.Sincerely,Darko SpilekExport Manager

Corrections and Apologies

76

Telefaks poruka

Za: Bihis HoldingN/r.: Jasmin DelićOd: Dragan TodorDatum: 14.august 2005.godineBr. stranica: 1

Predmet: Priručnik za kvalitet grupe autora

Poštovani gospodine Delić!Ajoj! Napravili smo pravi haos.

Dragan je upravo štampao probni primjerak sadržaja našeg priručnika, stavioga u korice s prstenastim mehanizmom i - ustanovio kako su korice premale!Čini se da je neko ovdje krivo protumačio količinu od 350 listova kao 350stranica.

Je li prekasno za promjenu narudžbe? Pokušavao sam Vas nazvati, ali Vam jetelefon neprekidno zauzet, pa Vam stoga šaljem ovaj telefaks

Molim da me hitno nazovete kako bismo o ovome porazgovarali.

S poštovanjem,Dragan TodorDirektor kontrole kvaliteta

Ispravke i izvinjenja

77

August 14, 2005

Fax DeliveryBihis HoldingJasmin Delic

Subject: The quality manual by a group of authors

Dear Mom and Dad,What a pity! We have made a real mess.

Dragan has just printed the trial sample of our manual, and put it into the ring mechanism- and realized that sheathes are too small! It seems that someone misunderstood the amount of 350 sheets are 350 pages.

Is it too late to change the order? I have been trying to call you, but your line is constantly busy, so I am sending you this fax.

I am asking you to call me as soon as possible so that we can discuss this matter.

Sincerely,Dragan TodorQuality Control Manager

Corrections and Apologies

78

Poštovani gospodine Visić,šta reći? Oprosti.

Čini se da je “gremlin” ušao u naš kompjuter i odlučio pomaknuti decimalnutočku malo predaleko. Cijena je, svakako, trebala biti 25.450,00 KM, a ne2.545,00 KM. Činimo sve što je u našoj moći ne bismo li zvijer držali podnadzorom, ali ona se još povremeno uspijeva otrgnuti i napraviti zbrku.

Nadam se da je cijena, usprkos deseterostrukom povećanju (!), još uvijek prihvatljiva.

S poštovanjem,Admir LisćeDirektor fi nansija

Ispravke i izvinjenja

79

Dear Sir:What else can I say but that I am sorry!

It seems that ‘gremlin’ had entered our computer and it decided to move the comma a little bit too far. The price, of course, was supposed to be 25.450, 00Km, instead of 2.545, 00 KM. We are doing everything that is in our power to keep the beast under control, but at times it manages to break through and make a mess.

We hope that the price, in spite of being ten times bigger!, still acceptable.

Sincerely,Admir LisceFinancial Manager

Corrections and Apologies

80

Predmet: Naša narudžba

Poštovana gospođice Brulić,

žao mi je ako Vam ovo remeti planove, ali kupac nas je upravo obavijestio da bihtio isporuku u drugo skladište. Robu bi trebalo dostaviti na:

FAO-liv d.o.o.Bosanski put 5474250 Maglaj

Nadam se da Vam ovo neće prouzrokovati prevelike neugodnosti.Puno hvala na saradnji.

S poštovanjem,Feđa Kurt

Ispravke i izvinjenja

81

Subject: Our order

Dear Madam:

I am sorry to disturb your plans, but our customer has just informed us that he would like the goods to be delivered to a diff erent warehouse. The goods should be delivered at:

FAO-liv d.o.o.Bosanski Put 5474 250, Maglaj

I hope we have not caused you any inconveniences.Thank you for your cooperation.

Sincerely,Fedja Kurt

Corrections and Apologies

82

Predmet: Projektor CtRl

Poštovani gospodine Jukan,

hvala Vam na Vašem dopisu, u kojem se raspitujete o cijeni projektora CtRl.

Potvrđujem da je cijena ovog proizvoda 653,00 (bez PDV-a), a ne 1.201,00KM kao što Vam je ranije rečeno. Čini se da je osoba koja je odgovorila naVaš poziv krivo čula broj modela. Izvinjavam se zbog ove greške. Ono što stezasigurno i sami uvidjeli je to da CtRl ima različite prednosti: čvršći je i lakšiod modela CtR, a ima i kvalitetnije leće. Svi CtRl modeli imaju 12-mjesečnu garanciju.

Žao mi je ako Vam je ovaj uvid prouzrokovao bilo kakvu neugodnost. U znak izvinjenja, sa zadovoljstvom Vam nudimo besplatni teleskopski pokazivač uznaručeni proizvod.

S poštovanjem,Aida ZoljDirektorica prodaje

Ispravke i izvinjenja

83

Subject: Projector CtRI

Dear Sir:

I would like to thank you for your letter, in which you were asking for some information about the projector CtRI.

I am conforming that the price of this product is 653, 00 KM (without PDV) and not 1.201, 00 KM as you have been told earlier. It seems that the person that answered your call did not hear the right model number. I apologize for this mistake. What you have probably realized by now is that CtRI has certain advantages: it is tougher and lighter that the model CtR and it has higher quality lenses. All CtRI models have 12-month guarantee.

I am sorry if I have caused you any inconveniences. As a sing of apology, I am glad to off er you a free telescope demonstrator together with the ordered product.

Sincerely,Aida ZoljSales Manager

Corrections and Apologies

84

Predmet: Računovodstveni paket Axe

Poštovani gospodine Gurda,žao mi je što još uvijek niste primili ovaj programski paket.

Radi se o uvoznom proizvodu iz Amerike, kojeg distribuira specijaliziranopreduzeće za prodaju računarskih proizvoda iz Sarajeva. Ovaj put im pošiljkaiz Sjedinjenih Država kasni. Barem dva puta sedmično im dosađujemo, a oninas uvjeravaju da to isto oni čine svojim kolegama u Americi.

Izvještavat ću Vas o tome kako napredujemo.

S poštovanjem,Belma Hafi zovićReferentica prodaje

Ispravke i izvinjenja

85

Subject: Accounting package Axe

Dear Sir:I am sorry you have not received this program package yet.

It is a product imported from America, which is distributed by the company specialized in computer products sale from Sarajevo. This time their order form the USA is late. We are bothering them at least twice a week, and they are convincing us that they are doing the same thing to their colleagues in America.

I will be informing you about our progress.

Sincerely,Belma Hafi zovicSales Referent

Corrections and Apologies

86

Predmet: Pobjednička snaga

Poštovani gospodine Grgić,

bila sam izuzetno zabrinuta kad sam čula da niste primili gore navedenu knjigu,koja Vam je trebala biti otpremljena prošle sedmice.

Raspitala sam se i otkrila da je u ovom slučaju naš način poslovanja zakazao.Radi se o vrlo rijetkom slučaju (događa se otprilike jednom godišnje, iakostalno nastojimo potpuno otkloniti mogućnost ovakve greške).

Mogu Vas jedino zamoliti da primite naše izvinjenje zbog ove neugodnosti.Šaljem Vam primjerak knjige posebnom dostavom ne bismo li se izvinili zagrešku. Kao našem cijenjenom kupcu, šaljem Vam bon na 17,25 KM, kojimožete iskoristiti prilikom bilo koje buduće narudžbe.

Nadam se da ćemo time obnoviti Vaše povjerenje u nas.

S poštovanjem,Jelena PavkovićDirektorica odjela za kupce

Ispravke i izvinjenja

87

Subject: The Winning Force

Dear Sir:

I was very concerned when I heard that you had not received the above-mentioned book, which should have been delivered to you last week.

I made some inquiries and I discovered that our system of business was to blame. It was a very rare case (it happens once a year, although we are constantly trying to avoid such mistakes).

I can only ask you to accept our apology because of this inconvenience. I am sending you a copy of the book by special delivery so as not to repeat the same mistake. As our faithful customer, I am sending you a bon at 17, 25 KM, which can be used for future orders.

I hope to regain your confi dence.

Sincerely,Jelena PavkovicCustomer Department Manager

Corrections and Apologies

88

Predmet: Pobjednička snaga

Poštovani gospodine Lisac,mnogo mi je žao.

Poslali smo Vam primjerak knjige “Pobjednička snaga”. Nadam se da ćetenjome biti zadovoljni sad kad je napokon stigla, te da Vas poteškoće koje steimali oko njene nabavke neće odvratiti od kupovine.

Puno Vam hvala što ste sebi dali truda da me upozorite na svoje nezadovoljstvo.Nezadovoljni ljudi najčešće glasaju nogama, odnosno odu i obrate se drugomdobavljaču. Što znači da smo mi u takvom slučaju nemoćni.

Mislim da zaslužujete podrobno obrazloženje zbog čega smo Vas tako lošeuslužili. Molim Vas nemojte ovaj dopis shvatiti kao nabrajanje izgovora –jednostavno mi se čini da su se u Vašu isporuku umiješali “gremlini” i dovelido takvih poteškoća.

Knjiga koju ste naručili stvara nam dosta poteškoća. Odlična je i stoga jakointeresantna, pa smo je brzo rasprodali. Knjiga je bosanskohercegovačkoizdanje, a i u Hrvatskoj je već rasprodana. Dakle, najprije smo moraličekati drugo izdanje, a zatim smo imali zakašnjenja u isporuci, jer kaobosanskohercegovački knjižar, imamo slabiji utjecaj na izdavača iz Hrvatske,nego što bismo imali na domaćeg izdavača. U trenutku kada ste nas nazvali,očekivani rok isporuke bila je sredina marta.

Ispravke i izvinjenja

89

Subject: The Winning Force

Dear Sir:I am deeply sorry.

We have sent you the copy of The Winning Force. I hope you will be pleased with it, now that it has fi nally arrived. I believe that the diffi culties in obtaining it will not prevent you from enjoying the book now.

I would like to thank you for your eff ort in warning about your dissatisfaction. Dissatisfi ed people usually object with their feet, meaning they walk away to another supplier. In such cases, we are helpless.

I think you deserve a thorough explanation why you were given poor service. I am asking you not to take this letter as a series of excuses – it simply seems to me that ‘gremlins’ interfered into your order and caused these diffi culties.

The book you ordered has been causing us many problems. It is excellent and very interesting, so it was sold out very quickly. It is a Bosnian edition, and it has also been sold out in Croatia. Therefore, we had to wait for the second edition, and our deliveries were late, because the Bosnian bookkeeper does not have large infl uence on the Croatian publisher. When you called us, the expected delivery date was in the middle of March.

Corrections and Apologies

90

(Nažalost, niti u to nisam sigurna. Iz iskustva koje imam s hrvatskim preduzećima znam da ni oni često ne mogu biti sigurni u rokove isporuke, jerroba podliježe carinskoj kontroli koja se zna odužiti.)

Stoga, “gremlin” broj jedan: knjigu koju ste naručili nismo imali na zalihama.“Gremlin” broj dva: nova isporuka nije stigla brzo.

Dakako, svake sedmice nam se određeni broj knjiga vrati (jer kupci imajupravo vratiti robu u roku od deset dana). Kad je neki proizvod rasprodan inemamo ga na zalihi, vraćeni primjerci, koji su u savršenom stanju, šalju sekupcima na listi čekanja. Stavila sam Vas na vrh liste čekanja i zato smo Vamdanas bili u mogućnosti poslati knjigu.

Svjesna sam da je bitan cilj, a ne sredstva kojima se cilj postiže. Uvjeravam Vasda smo svi mi u našem preduzeću ljudi od krvi i mesa i da se zaista trudimopružiti brzu i kvalitetnu uslugu. Sve proizvode, osim jednog malog broja,imamo stalno na zalihi, a samo mali broj narudžbi ovih dana nije poslano uroku od 24 sata po prijemu narudžbe. Zaista mi je mnogo žao što smo Vam zadali toliko muke.Nadam se da ćete i dalje poslovati s nama. Šaljem vam bon za popust na sljedećunarudžbu, ako je bude, dijelom kao izvinjenje, a dijelom kao zahvalu što ste midali do znanje da se ljutite na nas.

S poštovanjem,Zilha HasanbegovićDirektorica odjela za kupce

Ispravke i izvinjenja

91

(Unfortunately, I was not sure about that either. From my own experience with Croatian publishers, I know that they are not sure about their delivery dates because of the customs procedure).

So, ‘gremlin’ number one: the book you ordered was not available.‘Gremlin’ number two: the new delivery was not quick.

Certainly, every week customers return a small number of books (because they are entitled to a ten-day trial). When we sell out a certain product, the returned samples, in perfect condition, are sent to the customers from the waiting list. I have put you onto the top of the list and that is why I am able to send you the book today.

I am aware that the goal is important, and not the means. I am convincing you that we are all people of fl esh and blood in our company and we are doing our best to off er good and fast service. All the products, except a small number of them, are constantly available, and only a minority of orders is not delivered during 24-hour period. I am sorry we have caused you so much trouble.

Sincerely,Zilha HasanbegovicSales Department Manager

Corrections and Apologies

92

5. decembar 2005. godine.

Poštovana gospođo Nado,primite moju sućut zbog Vašeg bolnog gubitka. Smjesta smo poduzeli sve što jebilo potrebno kako bismo zaustavili slanje pošte na sljedeću adresu:

Stjepana Radića 1970220 Donji Vakuf

Broj kupca izbrisan iz datoteke: 5421893

Unatoč tome, na žalost, moguće je da su neke pošiljke već poslane, pa ih nijemoguće zaustaviti. U slučaju da Vam stignu bilo kakve daljnje pošiljke, bio bihVam zahvalan kada biste nam ih vratili u istoj koverti s naznakom “maknuti spopisa”. Lično ću potom još jednom provjeriti popis.

Molim Vas da koristite našu besplatnu kovertu, za koju ne treba marka.

Molim Vas primite naše najiskrenije izvinjenje zbog neugodnosti koju bi Vammogle prouzrokovati daljnje pošiljke.

S poštovanjem,Radmilo BrziVoditelj računovodstva

Ispravke i izvinjenja

93

Dear Madam:Please, accept my deepest sympathies for your painful loss. We immediately took all the necessary measures to stop the mail being sent to this address:

Stjepana Radica 19,70 220, Donji Vakuf

The customers’ number has been deleted from the data book: 5421893

However, some of the orders may have already been sent, and therefore could not be held back. In case you receive any delivery, I would be grateful if you could return it by same mail with the note: ‘to be removed from the list’/

I am asking you to use our free envelope, which does not need any stamps.

Please accept our apologies for the inconvenience that further deliveries might cause you.

Sincerely,Radmilo BrziAccounting Leader

Corrections and Apologies

94

Poštovana gospođo Hubijar,mnogo mi je žao što Vaša kancelarija nije očišćena u četvrtak navečer.

Čistačica koju smo Vam dodijelili bila je na bolovanju. Njena zamjena, trudilase, ali nije mogla okrenuti ključ u bravi na Vašim vratima, pa je pomislila da jedobila pogrešan ključ. Radila sam s tom osobom mnogo godina i znam da jevrlo savjesna u svom poslu.

Na žalost, kad se vratila po drugi ključ, nikoga od nas nije bilo, jer su nas pozvalina hitnu intervenciju. Vaša brava nije obična brava i treba znati tehniku kakoje otključati. Ubuduće ćemo svim čistačicama dati jasnu uputu o otključavanjutakve brave kako bismo izbjegli ovakve greške.

Nadam se da ćete prihvatiti ovo objašnjenje, te Vas još jednom molim daprimite naše izvinjenje. Mi ćemo, dakako, u našem sljedećem računu uzeti uobzir da Vaše prostorije nisu bile čišćene i odgovarajući iznos oduzet ćemo odukupnog iznosa.

Imate li bilo koju drugu primjedbu, molim Vas da mi se svakako javite i zatražitemoju pomoć.

S poštovanjem,Nađa ValjevacVoditeljica računovodstva

Ispravke i izvinjenja

95

Dear Madam:We are sorry your offi ce was not cleaned on Thursday night.

The cleaner we assigned to you was on a sick leave. Her replacement was trying but she could not unlock the door of your offi ce, so she thought she had the wrong key. I have been working with her for many years and I know she is very responsible.

Unfortunately, when she came to get another key, there was not anybody there, because we had an emergency. Your lock is not an ordinary lock and one should know the unlocking technique. In the future, I will direct all the cleaners how to unlock such a door to avoid any future mistakes.

I hope you will accept this explanation and my deepest apologies. We will, certainly, will take into consideration the fact that the offi ce was not cleaned and we will subtract it from the sum in the next.

If you have any other objections, please inform me and ask for my assistance.

Sincerely,Nadja ValjevacAccounting Leader

Corrections and Apologies

96

Predmet: Ček broj 10000521

Poštovani gospodine Hasić,hvala Vam što ste nam vratili naš ček koji smo Vam poslali bez datuma.

Izvinjavam se zbog ovog propusta i sa zadovoljstvom Vam prilažem ček sispravnim datumom kako biste ga mogli naplatiti.

Žao mi je zbog mogućih neugodnosti koje Vam je prouzrokovao naš propust.

S poštovanjem,Kerim Gogić

Ispravke i izvinjenja

97

The Subject: Check No. 10000521

Dear Sir:I would like to thank you because you returned our check that had no date on it.

I apologize for this mistake and I am sending you another check with the correct date so that you can cash it.

I am sorry for the inconvenience caused by our mistake.

Sincerely,Kerim Gogic

Corrections and Apologies

98

Poštovani gospodine Kurijak,

mnogo me je uznemirio Vaš dopis od 7. februara, u kojem me obavještavate oVašem nezadovoljstvu našim radom. Žao mi je što smo iznevjerili i Vas i Vašegklijenta. Mi se trudimo da naši kupci budu zadovoljni, jer je to neophodno zanastavak našeg posla.

Dopustite da Vam objasnim okolnosti, ne kao izgovor, već da shvatite u kakvimsmo se vanrednim i neočekivanim teškoćama tada našli. Kad sam Vas nazvao uutorak, Vaša narudžba ušla je u proizvodnju kako bi bila spremna za otpremusljedećeg dana. Odmah po našem razgovoru morao sam napustiti tvornicu iotići na neodgodivi sastanak. Jedan sat potom stroj se pokvario, a popravak je trajao četiri sata. To je značilo da nećemo moći isporučiti robu na vrijeme.Moje su kolege očekivale da ću se vratiti na posao i da ću Vas obavijestiti otome što se dogodilo. Po nesreći, zadržao sam se duže nego što sam očekivao,pa se taj dan više nisam vraćao na posao.

Taj nesretan događaj nam je ukazao na manjkavosti u koordinaciji našegposlovanja, koje sada ispravljamo. U budućnosti, naš će Vas direktor proizvodnjeobavijestiti o bilo kakvim odstupanjima od dogovorenog rasporeda, ako ja nebudem u kancelariji u tom trenutku.

Molim Vas da prihvatite naše izvinjenje. Spremni smo Vam nadoknaditi svegubitke koji su proizašli iz našeg nepoštivanja dogovora.

S poštovanjem,Milan FoćakDirektor odjela za kupce

Ispravke i izvinjenja

99

Dear Sir:

I was upset because of the latter you sent on February 7, stating your dissatisfaction with our service. I am sorry we displeased you and your client. We are doing our best to keep the customers satisfi ed, because it is necessary in our work.

Please, allow me to explain the circumstances, not as an excuse, but to make you understand our diffi cult conditions at that moment. When I called you on Tuesday, your order went into production to be ready for delivery the next day. Right after our conversation, I had to leave the factory and go to a meeting. One hour later, the machine stopped functioning properly and the repair took four hours. It meant that the order could not be delivered on time. My colleagues expected I would come back and inform you about the accident. Unfortunately, I was delayed and did not come back to work that day.

That misfortune showed us some defi ciencies in our business coordination that we are trying to improve now. In the future, our Production Manager will inform you about all the delays in deliveries if I am not in the offi ce now.

I am asking you to accept our apology. We are ready to compensate for the whole loss cause by our disrespect of the agreement.

Sincerely,Milan FocakCustomer Department Manager

Corrections and Apologies

100

Poštovani gospodine Fikrete,

mnogo mi je žao što si me čekao u svojoj kancelariji, a ja nisam došao nasastanak koji smo dogovorili prošle sedmice.

Znam kako je to biti ostavljen na cjedilu i preuzimam krivicu što sam krivorazumio dogovor. Zabilježio sam da je sastanak 25. augusta, umjesto 27.augusta.

Mogu li se izviniti ručkom? Jesi li slobodan 15. septembra u 12 sati? Predlažemsastanak u mojoj kancelariji, ako ti to odgovara?

S poštovanjem,Ratko Šimunović

P.S. Ovaj put stvarno mislim na septembar!

Ispravke i izvinjenja

101

Dear Sir:

I am sorry I kept you waiting in my offi ce, when I was unable to come to our scheduled meeting last week.

I know what it is like to be disappointed and I take all the blame for misunderstanding our agreement. I made a not for August 25, instead of August 27.

Can I off er to take you out to a business lunch? Are you available on September 15, at 12 o’clock? I suggest the meeting in my offi ce, if it suits you.

Sincerely,Ratko Simunovic

P.S. This time I really mean September!

Corrections and Apologies

102

Poštovani gospodine Sabahudine,

hvala Vam na nedavnoj narudžbi paketa opreme za obuku. Jedan dio paketamorao je biti vraćen proizvođaču, jer nije ispunjavao visoke standarde koje mi,kao dobavljači opreme za obuku, tražimo i koje Vi, kao kupac, očekujete.

Molim Vas prihvatite moje izvinjenje zbog neugodnosti koje bi Vam to mogloprouzrokovati. Zamjenske proizvode poslat ćemo Vam što prije.

Nadamo se da će Vam se ovaj paket pokazati korisnim, te se veselimo našojbudućoj saradnji.

S poštovanjem,Lajla BulbulDirektorica odjela za kupce

Ispravke i izvinjenja

103

Dear Sir:

I would like to thank you for the recent order of packages of training equipment. A certain number of these packages had to be returned to the manufacturer because it did not fulfi ll the high standards that we, as training equipment suppliers, ask and that you, as a customer, expect.

I am asking you to accept my apology because of the inconvenience that we might have caused you. The replaced products will be sent to you as soon as possible.

I hope that this package will prove very useful, and we are looking forward to our future cooperation.

Sincerely,Lajla BulbulCustomer Department Manager

Corrections and Apologies

104

Predmet: Vaša narudžba br.5454; naša pošiljka br. No.900

Poštovana Branka,

zaprepastio sam se kad sam saznao da Vam naša pošiljka nije stigla navrijeme. Poduzeli smo sve što je bilo potrebno kako bi roba bila isporučena navrijeme.

Najviše nam smeta to što smo se mi zaista potrudili da Vam robu dostavimo utraženom roku, a onda nas je iznevjerio prijevoznik.

U svakom slučaju, drago mi je da je pošiljka napokon došla – hvala Bogu štoimate dobre odnose sa susjedima u svojoj poslovnoj zgradi. Ne moramo nispomenuti da nećemo obnoviti ugovor s prijevoznikom koji nas je u ovom slučaju iznevjerio

Još jednom Vas molim da prihvatite naše izvinjenje u nadi da ovaj nesretnislučaj neće štetiti našim odnosima.

S poštovanjem,Galib HerendaDirektor odjela za kupce

Ispravke i izvinjenja

105

The subject: Your order No. 5454, our delivery No. 900

Dear Madam:

I was shocked when I discovered that your order did not arrive on time. We took all the necessary measures for the goods to be delivered as agreed.

What bothers me most is the fact that we did our best to deliver the goods on time, and then the transport cause the delay.

In any case, I am glad the goods have fi nally been delivered – thank God, you have good relationship with the neighbors in your offi ce building. We do not have to mention that we will not prolong the contact with the transport company that let us down.

I am asking you once again to accept our apology hoping that this accident will not harm our relationship.

Sincerely,Galib HerendaCustomer Department Manager

Corrections and Apologies

106

Predmet: Naša narudžba P85002D

Poštovani gospodine Ekmečić,

povodom Vašeg nedavnog razgovora, prilažem oštećene uzorke o kojimasmo govorili. Izvinjavam se ako sam Vas uvrijedio, ali uvjeravam Vas da jeto bilo zbog nezadovoljstva prijevoznikom, a ne Vama. Svi su mi ovdje reklisve najbolje o Vama i ostalima u Vašem preduzeću, pa sam jednostavno biozaprepašten kad je iskrsnuo ovaj problem.

Potvrđujem da račun nećemo platiti dok nam se opet ne javite.

Očekujem Vaš poziv.

S poštovanjem,Tarik MarićDirektor nabave

Ispravke i izvinjenja

107

The subject: Our order No. P85002D

Dear Sir or Madam:

Regarding our conversation, I am enclosing the damaged samples about which we talked. I am sorry if I off ended you, and I am convincing you it was due to the dissatisfaction with the transport company, and not you. I have been told all the best things about you, so I was honestly shocked when this problem appeared.

I confi rm that the bill will not be paid until you contact us again.

I am expecting your call.

Sincerely,Tarik MaricSupply Manager

Corrections and Apologies

108

hvala Vam što ste sebi dali vremena i dopisom nas zamolili da Vaše imeuklonimo s našeg popisa. Od danas, Vaše se ime i adresa neće nalaziti niti najednom popisu kupaca koji budemo sastavljali.

Trebao bih Vas upozoriti da se većina poštanskih pošiljki priprema puno ranije,te je gotovo sigurno da neke već čekaju za otpremu. Mogu Vam se jedino izvinitiza neugodne situacije koje će Vam prouzročiti takve pošiljke na koje više nemožemo utjecati, ali budite uvjereni da će one uskoro prestati stizati.

Ako toga bude previše i budete li željeli još jednom provjeriti je li sve u redu,jednostavno mi vratite neželjeni dopis koristeći naš besplatni poštanskisandučić za korisnike:

MRRM D.O.O.Kontrola popisa primatelja poštanskih pošiljkiJosipa DedovićHiseta br.6971000 Sarajevo

Kako nam je izuzetno stalo smanjiti troškove poslovanja, ukoliko je to moguće,poštu šaljemo samo onima koji je žele dobiti.Slobodno mi se obratite ukoliko imate bilo kakvih daljnjih pitanja.

S poštovanjem,Josipa DedovićKontrola popisa primatelja poštanskih pošiljki

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109

I am thankful for your time and your letter in which you asked us to remove your name from our list. Since today, your name and address will not be on any of our lists.

I would like to warn you that most of the mail is prepared earlier, so it is almost certain that some of them are ready for delivery. I can only apologize for the unpleasant situation that such deliveries can cause, because we have no power over it. However, be convinced that the deliveries will stop very soon.

If there are too many deliveries and if you want to check once again if everything is all right, just send back the unwanted delivery using the free user mailbox:

MRRM D.O.O.The Control of the List of CustomersJosipa DedovicHiseta 6971 000, Sarajevo

As we are concerned about cutting down on our business expenses, we are sending the mail only to those who want it.Be free to ask me in case you have any further questions.

Sincerely,Josipa DedovicThe Control of the List of Customers

Corrections and Apologies

110

Poštovana gospođo Hadrović,

primjetio sam u svom dnevniku da imam dogovoren sastanak s Vama u srijedu,19. aprila, u 13.15 sati.

Nažalost, morat ću sastanak otkazati radi ranije dogovorenog sastanka u istovrijeme u Sarajevu. Greška se potkrala zbog toga što sam prekasno obavijestiosvoju sekretaricu da sam već dogovorio drugi sastanak. Iskreno se izvinjavam.

Moja će Vam sekretarica rado dogovoriti neko drugo vrijeme. Molim Vas da jenazovete. Posebno bi mi odgovarala sljedeća srijedu u popodnevnim satima.

Još jednom, moje iskreno izvinjenje. Radujem se našem skorom viđenju.

S poštovanjem,Kasim LavićDirektor

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111

Dear Madam:

I have noticed in my diary that I have a scheduled meeting with you on Wednesday, April 19, at 13:15.

Unfortunately, I have to cancel that meeting because of a previously scheduled meeting at the same time in Sarajevo. The mistake is because I was late to inform my secretary about the other meeting. Accept my deepest apologies.

My secretary will be glad to schedule another appointment with you. I am asking you to call her. Next Wednesday afternoon would suit me.

Once more, I apologize to you. I am looking forward to our meeting.

Sincerely,Kasim LavicManager

Corrections and Apologies

112

Poštovana gospođo Muamera,

hvala Vam na dopisu od 11. oktobra, u vezi s Vašim osiguranjem motornogvozila.

Prvo bih Vam se želio izviniti za neugodnosti koje ste doživjeli pri ugovaranjunove police osiguranja. Pošto smo naveli cijenu, koju ste Vi drage voljeprihvatili, bilo je vrlo neposlovno od nas tražiti od Vas dodatnih 120,00 KM jersmo propustili obavijestiti osiguravatelja o nesreći o kojoj ste nas Vi prethodnoobavijestili. Prilažem potvrdu o povratu na iznos od 95,00 KM i potvrđujem daostajemo pri početnoj cijeni. Nova će Vam polica biti dostavljena čim dobijemoprepravljene dokumente.

Mada nisam lično bio uključen u Vaš slučaj, pročitavši cjelokupnu prepisku,vidio sam da smo s matičnom kućom pokušali dogovoriti smanjenje premije,ali, na žalost, nismo Vas o tome izvještavali.

Nadam se da ćete prihvatiti moje izvinjenje, ali Vas isto tako molim da mi sebez ustručavanja obratite budete li imali bilo kakvo pitanje ili primjedbu.

S poštovanjem,Reuf HađićVoditelj ureda

Ispravke i izvinjenja

113

Dear Sir or Madam:

I would like to thank you for your letter dated October 11, concerning your motorcar insurance.

First, I would like to apologize for the inconvenience you had when issuing a new insurance policy. Since we stated the price, and you accepted it, it was not businesslike to ask additional 120, 00 KM from you since we did not inform the insurance company about the accident you mentioned to us. I am sending you a receipt for the return of 95, 00 KM, and I am confi rming that we are not changing the original price. The new policy will be delivered to you as soon as we get the revised documents.

Although I have not been personally involved in your case, I realized from the correspondence that we asked the company to lower the price, but unfortunately, you were not informed about that.

I hope you will accept my apology and I am asking you to contact me in case you have any objections or questions.

Sincerely,Reuf HadjicDepartment Leader

Corrections and Apologies

114

Predmet: Dostava proizvoda

Poštovani gospodine Idrizović,

zahvaljujem Vam na povratu dostavljenih kartica: pokazali ste nam koliko jevremena trebalo našim proizvodima da stignu do Vas.

Tačna je Vaša primjedba kako dostava traje duže nego prošle godine. U prosjekuje proizvodima trebao jedan dan više da stignu do Vas, mada se sveukupnovrijeme, od prijema Vaše narudžbe, do otpreme iz skladišta, nije promijenilo.

Čini se da do toga dolazi zbog dostavne službe koju trenutno koristimo.Svakako da nam je u interesu ponuditi Vam najbolju moguću uslugu, pa ćemou sljedeća tri mjeseca isprobati drugu dostavnu službu i vidjeti hoće li doći dokakvih poboljšanja.

Molimo Vas da nam i ubuduće vraćate dostavne kartice, na kojima se videdatumi dostave proizvoda, te Vas molimo da prihvatite naša iskrena izvinjenjaza ovo malo pogoršanje naše usluge.

S poštovanjem,Rusmir KopićGeneralni direktor

Ispravke i izvinjenja

115

Subject: The delivery of the goods

Dear Sir or Madam:

I would like to thank you for the return of the delivered cards. You have made us realize just how much time it took for the goods to be delivered to you.

Your remark about the delivery taking longer that last year is completely true.It takes one more day for the goods to be delivered, although the overall time, since the receipt of you order, to the delivery to the warehouse, has not been changed.

There seems to be a problem with the delivery service we are using now. It is in our best interest to off er the best possible service, so in the next three moths we are going to try another delivery service and see if there will be any improvements.

I am asking you to return the delivery cards in the future, so that we can see the dates of the delivery, and I am also apologizing for this deterioration of our service.

Sincerely,Rusmir KopicGeneral Manager

Corrections and Apologies

Isticanje,dorodošlica i izvještavanje

Emphasis, Welcoming and reporting

118

16. maj 2006. godine

POTVRDA O UDOVOLJAVANJU STANDARDIMA - ATEST

Ovime potvrđujemo da je 5000 kg suhog kontrastnog praha, koji smo isporučilipo našem predračunu br. 06 / 123 preduzeću Tim Paper Products Limited, uskladu sa sljedećim standardom:

Proizveden je od krompirovog i kukuruznog šećera, te samljeven u 50-mikronski prah (5) i 15-mikronski prah (1.5S).

Pakovan je u bubnjevima od prirodnih vlakana.

Prah je obložen vodootpornim materijalom. Koristi se za dobivanje kontrastaprilikom ofset pisanja.

S poštovanjem,ŠUMA D.D.

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119

May 16, 2006

A PROOF OF THE FULFILLED STANDARDS – ATEST

By this we confi rm that 5 000 Kg of the dry contrast powder, that we delivered according to the preagreement No. 06/123 to the company Tim Paper Products Limited, fulfi ls the following standards:

It is made of potato and corn sugar, and it was grounded into the 50-microne powder (5) and 15-microne powder (1.5 S).

It has been packed into drums made of natural fi bres.

The powder is wrapped by waterproof material. It is used for obtaining contrast during off set writing.

Sincerely yours,SUMA D.D.

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120

Predmet: Vaša narudžba br.5894

Poštovana gospođo Duvnjak,hvala Vam na Vašoj narudžbi.

Dogovorili smo s inžinjerom da vam dođe postaviti grijač vode 27. februara2006. godine ujutro, ako Vam to odgovara.

Vidimo da ste se odlučili za našu cjelokupnu uslugu, uključujući i održavanje,te nabavku rezervnih dijelova. Prilažem ugovor o servisu, u kojem ćete naćisve uvjete za održavanje i nabavku rezervnih dijelova, te kopiju našeg 12-mjesečnog zajma koje navodi naše obaveze (i vaša prava u slučaju da ih neispunimo).

Molim Vas da provjerite sve pojedinosti. Ako ste s njima zadovoljni,jednostavno potpišite obje kopije ugovora i jednu nam vratite u priloženojkoverti za odgovor.

Imate li bilo kakvih pitanja, javite nam se putem telefona bez ustručavanja, od8 do 16 sati, od ponedjeljka do petka.

Radujemo se što ste nam se obratili i nadamo se da ćete nam ukazati svojepovjerenje.

S poštovanjem,Pero ŠuškaloVoditelj računovodstva

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121

The Subject: Your Order No. 5894

Dear Ms,I would like to thank you for your order.

We have an agreement with the engineer to come and set up your water boiler on February 27, 2006. in the morning, if that suits you.

I see that you have decided to accept our wholesome service, including the maintenance, and the spare parts. I am enlosing the service contract, in which you will fi nd all the conditions of maintenance and spare parts, and the copy of our 12-month loan that states our duties( and your rights in case we do not fulfi l these duties).

I am asking you to check all the details. If you are satisfi ed with them, simply sign both copies of the contract and send one copy to us in the enclosed envelope.

In case you have any questions, please, phone us, from 8 until 16, from Monday until Friday.

We are glad you contacted us and we hope to be worthy of your trust.

Sincerely yours,Pero SuskaloAccountancy Leader

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122

Poštovana gospođo Zukan,

za vrijeme nedavne posjete Vašem preduzeću ostavio sam Vam brošuru našegpreduzeća, a ovim Vam dopisom želim opisati samo one usluge koje bi Vammogle biti zanimljive.

MRRM D.O.O. bavi se dizajnom, nabavom i ugradnjom pregradnih stijena,spuštenih stropova, izdignutih podova i platformi za skladištenje. Također,ugrađujemo sve vrste polica kao ovlašteni distributer najvećih proizvođača.Stoga Vam možemo ponuditi sveobuhvatnu i potpunu uslugu građevinskeobnove Vaših poslovnih prostora, sada ili u budućnosti.

Mnoga su preduzeća već iskoristila našu stručnost i pomoć u rekonstrukcijinjihovih poslovnih prostorija. Otkrili smo im kako neiskorišten prostor, kojikošta najviše novaca, pretvoriti u upotrebljiv prostor.

Razumijemo da u trenutnim gospodarskim okolnostima trošak za takvuvrstu radova možda nije prioritet, no uz profesionalni savjet možete uštedjetipažljivim planiranjem i dizajnom. Također, Vam nudimo i usluge kreditiranjana nabavku naše opreme i na cijenu usluga. Tako ćete teret plaćanja usluga moćirasporediti u skladu s raspoloživim sredstvima, Vaša će gotovinska sredstvabiti zaštićena time što ne morate platiti cjelokupni iznos po završetku radova,a porezna je olakšica u iznosu od 100%.

Budu li Vas zanimale naše usluge, molimo Vas da nam se obratite s punimpovjerenjem. Bez obveze besplatno dostaviti procjenu troškova, te preliminarnenacrte, kako bismo Vam pomogli u Vašem budućem planiranju.

Ako iz bilo kojeg razloga niste primili našu brošuru, molim Vas da mi to javitekako bismo Vam smjesta poslali Vaš primjerak.

Zahvaljujem i upisujem se s poštovanjem,Vedad HanumićDirektor prodaje

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123

During my recent visit to your company I left you our company’s brochure, and in this letter I would like to decribe only those services that might be interesting to you.

MRRM D.O.O. deals with the design, supply and installation of wall rocks, lowered roofs, lifted fl oors and storage platforms. We also install all kind of shelves as authorised distributors of the greatest producers. Therefore, we can off er you the overall and complete service of bulding reconstructuon of your offi ce buildings, either now or in the future.

Many companies have already used our service in the reconstruction of their offi ce buildings. We have shown them how to turn the costly usused space into useful space.

We understand that under present circumstances the expences for such kind of work may not be priority, but with professional advice you can safe money through careful planning and design. We are also off ering the credit service for ordering our equipment and using our service. In that way, the payment can be arranged in accordance to your means, and your cash will be protected by not paying the whole sum when the work is done, and the tax discount is 100%.

If you are interested in any of our service, do not hesitate to contact us. We will deliver you for free the estimated expences and preliminary drawings, so as to help you with future planning.

If, for some reasons, you have not received our brochure, please contact us so that we can send you one.

Many Thanks.Sincerely yours,Vedad HanumicSales Manager

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Predmet: Unutrašnje uređenje prostora

Poštovana gospođo Batić,puno Vam hvala na narudžbi, koju smo danas dobili.

Oduševljeni smo što ste nas izabrali za izvođača unutrašnjeg uređenja Vašihnovih poslovnih prostorija. Nadam se da ćete biti zadovoljni rezultatima našegrada, ali budete li imali ikakvih, ma i najmanjih primjedbi, molim Vas nazoviteme i ja ću se pobrinuti da se to odmah riješi.

Kao dio paketa dobrodošlice za naše nove klijente, Vaša narudžba daje Vampravo na besplatnu konsultaciju s arhitektom, koji će Vam predložiti kakoprimijeniti ergonomska rješenja uređenja prostora na zadovoljstvo Vašihzaposlenika. Ova usluga je potpuno besplatna svim kupcima koji nam dostavesvoju prvu narudžbu do kraja godine. Želite li iskoristiti ovu ograničenuponudu, molim Vas ispunite i vratite nam priloženi obrazac.

Nadamo se dugoj i uspješnoj saradnji s Vašim preduzećem. Ne ispunimo liVaša visoka očekivanja, molim Vas da nazovete mene osobno.

S poštovanjem,Senad MekićDirektor prodaje

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125

The Subject: The Interior Space Design

Dear Ms,I would like to thank you for the order that we received today.

We are glad that you have chosen us to be the leaders of the interior diesing of your new working space. I hope you will be pleased with the results of our work, and in case you have any suggestions, please, call me and I will make sure it ise dealt with properly.

As part of the welcoming package for our new clients, your order entitles you to free consultations with the architect, who will suggest how to apply the ergonomic solutions to the interior desing of your space at the satisfaction of your employees. This off er is completely free to all customers who make their fi rst order by the end of the year. If you want to use this limited off er, please fi ll in this form and send it back to us.

We are hoping that our cooperation will be long and successful. If we do not fulfi ll your high expectations, please contact me personally.

Sincerely yours,Senad MekicSales Manager

Emphasis, Welcoming and reporting

126

Poštovani gospodine Avdo,

hvala Vam na brzom odgovoru u vezi sa statusom neplaćenih računa trijupreduzeća, pri čijoj naplati nas zastupate.

1. Best d.o.o.: Dugovanje u iznosu 1.236 KM je otpisano kao nenaplaćenidug. Dakle, to preduzeće smo stavili na našu crnu listu i obavijestili našezaposlenike da s njim više ne poslujemo.

2. Kozmer d.o.o.: Prema dogovoru, do kraja sedmice očekujemo uplatu2.569,69 KM na ime dospjelog dugovanja.

3. Magik d.o.o.: Od trenutka Vašeg javljanja primili smo od njih cjelokupaniznos duga, te prema njima više nemamo nikakvih potraživanja.

S poštovanjem,

Dragan GlišićDirektor fi nansija

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127

Dear Sir,

I would like to thank you for your quick answer about the unpain bills of the three companies, with whose payment you are in charge.

1. Best d.o.o.: The debt amounting to 1.236 KM, which has been written off as unpaid debt. So, the company is now on our black list and we have informed the employees that we do not make business with them any more.

2. Kozmer d.o.o.: According to the agreement, we expect 2. 569, 69 KM to be paid by the end of the week at the name of the unpaid debt.

3. Magik d.o.o.: From the moment you contacted us, we have received the whole sum so they have no other debts towards us.

Sincerely yours,

Dragan GlisicFinancial Manager

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128

Poštovani gospodine Berberović,

nakon našeg jutrošnjeg telefonskog razgovora, ovim dopisom potvrđujem daje jedan od naših zaposlenika pretrpio prijelom noge.

Molim Vas da mi pošaljete odgovarajući obrazac kako bismo Vam moglidostaviti službenu obavijest o povredi na radu.

S poštovanjem,Jadranko MožuranićPovjerenik zaštite na radu

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129

Dear Sir,

After our telephone conversation this morning, I am confi rming that one of our employees has broken his leg.

I am asking you to send us the suitable form so that we can deliver the offi cial notifi cation about an injury at work.

Sincerely yours,Jadranko MozuranicProtection at Work Trustee

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FAKS PORUKA

Prima: Gospodin Hakija Terzić Voditelj zaštite na radu

Broj faksa: 032568945

Šalje: Kenan Zeničanin

Datum: 9.april 2006.godine

Poštovani gospodine Terzić,

upravo smo saznali za smrt Borisa Mičića, bivšeg zaposlenika, nastanjenog naadresi Bojnićka 254, 72000 Zenica, te Vas, u skladu sa zakonskim odredbama,obavještavamo o toj činjenici.

Iz razgovora s njegovom suprugom saznali smo da je smrt posljedica nesrećena radu, o kojoj smo Vas izvijestili 28. decembra prošle godine.

S poštovanjem,Kenan ZeničaninPovjerenik sigurnosti na radu

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131

FAX MESSAGE

Recepient: Mister Hakija Terzić Protection at Work Leader

Fax No: 032568945

Sender: Kenan ZeničaninDate: April 6, 2006

Dear Sir,

We have just been informed about the death of Boris Micic, a former employee, living at the adress Bojnicka 254, 72 000, Zenica, so in accordance with legal regulations, we are informing you about his death.

From the conversation with his widow, we discovered that his death was the outcome of an accident at work, about which we informed you on the 28 of December last year.

Sincerely yours,Kenan ZenicaninSafety at Work Trustee

Emphasis, Welcoming and reporting

Korištenje

Usage

134

Poštovana gospođo Selimović,nadam se da je naša zadnja isporuka bila u redu i da je ispunila Vašaočekivanja.

Trenutno nastojimo pronaći načine kako poboljšati naš asortiman proizvoda iusluga kupcima. Jasno mi je da ste vrlo zaposleni, ali me zanima jeste li spremniodvojiti pola sata za razgovor o usluzi koju ste dobili od nas; što očekujete odproizvoda koje prodajemo; kako su ta očekivanja ispunjena ili premašena, tegdje mislite da ima prostora za poboljšanje. Rado bih obuhvatila sve dijeloveusluge, od dostave proizvoda do održavanja.

Nadam se da ste nam voljni pomoći. Nazvati ću Vas za dan ili dva kako bismo dogovorile prikladan datum sastanka.

S poštovanjem,Šejla PopovićDirektorica marketinga

Korištenje

135

Dear Ms,I hope that our last delivery was all right and that it fulfi lled your expectations.

We are currently trying to discover new ways of improving our product and service assortment for our customers. I know that you are very busy, but I am wondering if you could dedicate half an hour of your time to discuss the service that you have been getting from us; what you expect from the products that we sell; whether your expectations are fulfi lled or exceeded; and if you think there is some chance of improvement. I would gladly cover all the aspects of the service, from product delivery to maintenance.

I hope you are willing to help us. I will call you in a day or two so that we could arrange suitable meeting time.

Sincerely yours,Sejla PopovicMarketing Manager

Usage

136

mislim da je naš razgovor o Vašim rezultatima rada u posljednjih šest mjesecibio vrlo koristan, te bih ovim dopisom želio potvrditi neke od stvari o kojimasmo razgovarali. Jako smo zadovoljni načinom na koji ste u tako kratkovrijeme postali ključnom osobom tima koji rukovodi skladištem i time što steod samog početka snažno doprinjeli njegovom radu. Savjesni ste u izvršavanjusvojih zadaća i nastojite razviti vještine koje ste do sada usvojili.

Kao što smo razgovarali, želio bih da od 1. aprila preuzmete punu odgovornostza sljedeća područja i da se pobrinete za ostvarenje ciljeva koje smo sebipostavili.

Odgovornost Cilj1. Primanje i provjera dopremljene robe Robu otpakovati istog dana i obavijestiti odgovarajući odjel o njenom dolasku2. Pravovremena otprema sve robe Otprema 75% robe isti dan. Otprema ostatka robe sljedeći dan.3. Upravljanje skladištem Primjena učinkovitog sistema

smještanja i nalaženja robe.

Rado bih pratio rezultate Vašeg rada mjesečnom provjerom, kako bih se uvjerioda se gore navedeni ciljevi postižu i kako bismo bilo kakve poteškoće izgladiličim se pojave. Nadam se da ćete uživati u izazovu koji Vam pruža Vaša novauloga, za koju znam da ste je u stanju vrlo uspješno obaviti.

S poštovanjem,Esad NuhanovićGlavni direktor

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137

I believe that our conversation about your working results in the past six months was very useful and by this letter I would like to confi m some of the things that we discussed. We are very satisfi ed with the way you have managed to become the key team person managing the warehouse in such a short time and ever since the beginning you have contributed to its work. You are conscientious in fulfi lling your tasks and you are trying to improve the skills you have acquired so far.

Just as we have discussed, I would like you to take over the full responsibility for the following fi elds and to make sure that the goal we have set are achieved, starting with the 1 of April.

Responsibility Goal1. Receiving and checking the The goods should be unpacked delivered goods the same day and the responsible department should be informed2. Timely delivery of all the goods The delivery of 75% of goods on the same day, the rest should be delivered on the next day3. Warehouse Managing The application of the successful method of storing and fi nding the

goods.

I would gladly follow the results of your work by checking monthly, so as to ensure that the above-mentioned goals are achieved and to avoid any diffi cult situations that might occur. I hope you will enjoy the challenge that this new role off ers, since I know you are capable of great achievements.

Sincerely yours,Esad NuhanovicChief Manager

Usage

138

1

Pšt

MRRM d.o.o. je tim profesionalnih instruktora, koji se bave isključivopomaganjem rukovodnim timovima u njihovom učinkovitom radu. Topostižemo kursevima za rukovoditelje, koji su sastavljeni u skladu saspecifi čnim potrebama, a kojima je cilj poboljšati i usavršiti vlastite vještine.Naši Vam kursevi zaista mogu pomoći:

-da svaki put održite uspješnu prezentaciju-da iz pregovora uvijek izađete kao pobjednik-da svaku sedmicu produžite za 10 sati.

No, ne morate vjerovati nama. Pitajte Edinu Bašić u BT-u, Željku Spahić uračunvodstvu, Damira Jataganca u Anglian d.o.o. itd.

Svi su oni naši redoviti klijenti jer im mi dajemo upravo ono što traže:kurseve skrojene upravo u skladu s njihovim potrebama, koji pomažu razvojuupravljačkih osobina članova njihovih timova – na taj način im pomažući da usvom poslovanju postignu upravo onakve rezultate kakve žele.

Upitajte ih o našem poznavanju tih vještina; pažnju koju obraćamo na najsitnijepojedinosti; kako iz Vas izvlačimo najbolje i ono najvažnije, kakav je naš utjecajna poboljšanje timskog rada. Edina Bašić će Vam zacijelo reći kako je BT-u uštedila hiljade KM korištenjem samo jedne od pregovaračkih taktika koje jenaučila u jednom danu.

I ne zaboravite ih pitati koliko sve to košta – uvjeren sam da ćete spoznati kakosu naši kursevi najekonomičniji način obuke timova. Ne budete li potpunozadovoljni našim kursem, vratit ćemo Vam novac. Dakle, što možete izgubiti?Ne oklijevajte. Nazovite me bez ikakve obaveze.

S poštovanjem,Anes Dedić

P.S. Ne zaboravite našu garanciju povrata novca. Nitko drugi neće ići tako daleko kakobi Vam garantovao potpuno zadovoljstvo!

Korištenje

139

MRRM d.o.o. is a team of professional instructors, that is dealing exclusively with the help for the leading teams in their successful work. We achieve that through courses for managers, that are constructed in accordance with special needs, and whose goal is to improve and perfect their own skills. Our courses can be really helpful:

- to make a successful presentation always- to come out as a winner out of negotiations- to prolong every week for 10 hours.

However, you do not have to trust us. Ask Edina Basis from B.T., Zeljka Spahic from the Accountancy, Damir Jataganac from Anglian d.o.o., etc.

They are all our regular clients, because we give them just what they are looking for: courses designed in accordance with their needs, that help the development of the managerial characteristics of the members of their team – that way, we help them achieve the results they want in their business.

Ask them about our knowledge of these skills; we pay attention to the smallest details; how we draw the best and the most important out of you; how we infl uence the improvement of the team work. Edina Basic will certainly tell you that she has saved thousands of KM in BT by using only one of the negotiating tactics that she learned in one day.

And do not forget to ask them how much it all costs – I am sure that you will realise that our courses are the most economical way of team training. If you are not completely satisfi ed with our course, we will give you your money back. So, what is there to lose? Do not hesitate. Call me with no obligations.

Sincerely yours,Anes Dedic

P.S. Do not forget our money back guarantee. Nobody else would got that far to guarantee you complete satisfaction.

Usage

140

Poštovana gospođo Hasanbegović,

biste li željeli zaraditi preko 50.000,00 KM radeći kod kuće u slobodnovrijeme?

Ili čak i više, radeći dulje? Ovaj Vam plan govori tačno kako ćete to ostvariti.Jedini prostor koji trebate je Vaš dom. Početno ulaganje je 500,00 KM. Jedinovrijeme koje Vam je potrebno (kad ste posao pokrenuli) otprilike su 2 satadnevno da biste rekli drugima što trebaju raditi.

Radi li se o nečemu što nije odobreno i oprobano? Ne. Ovaj Vam plan daje svepogodnosti vrlo određenog poslovanja.

Govori Vam kako pokrenuti posao. Gdje kupiti osnovna sredstva. Kome seobratiti za pomoć. Daje imena. Pokazuje Vam kako pronaći druge koji ćeobavljati posao prodaje za Vas - i zašto to ne biste trebali raditi sami. GovoriVam zašto nije potrebno iskustvo - zapravo, iskustvo se pokazalo nedostatkom,a ne prednošću.

A osim toga, stvar funkcionira! Širom zemlje ljudi već zarađuju na ovaj način.Na primjer, bivši prodavač automobila započeo je ovaj posao prije deset godina,kad je od autora saznao za tu mogućnost. Od tada do danas odlično posluje izarađuje.

Korištenje

141

Dear Madam,

Would you like to earn more than 50. 000, 00 KM by working at home in your free time? Or even more by working longer? This plan tells you exactly how to do that.

The only space you need is your home. The initial investment is 500, 00 KM. The only time you need (when you start the business) is 2 hours a day to tell the others what they are supposed to do.

Is this something that has not been either approved of or tested? No. This business gives you the benefi ts of a very specifi c nature.

It tells you how to start the business. Where to buy the basic means. To whom to turn for help. It gives names. It shows you how to fi nd others to do the sale for you – and it tells you why you should not do it by yourself – in fact, experience proved to be a defi ciency, not an advantage.

Besides, the thing functions! All over the country, people have already made money in this way. For example, a former car salesman started this business ten years ago, when he found out from the author about this possibility. He has been earning a lot of money in this business ever since.

Usage

142

Zašto Vam odmah ne kažem o čemu se radi? Zato što je za dobru procjenupotreban potpun i podroban opis. Otkad sam čuo za ovu poslovnu mogućnosti pročitao knjigu, mnogim sam prijateljima ispričao o njoj. Čim bih nametnuoo kakvom se poslu radi, oni bi se odmah dohvatili svojih preduvjerenjai predrasuda. Smjesta bi se prisjetili ostalih poslova, koji na prvi pogledizgledaju vrlo slično - poslova koji ne donose dobit i za koje nije potrebnavelika stručnost.

Tek pošto bih im detaljno opisao cijeli plan, te bi se početne predrasude izgubilei postalo bi im jasno da se radi o zaista izuzetnoj mogućnosti za zaradu. I da jenedostatak iskustva zaista prednost - jer nema sklonosti ka mijenjanju sistemada bi se “poboljšalo”.

Ako je sve tako dobro, zašto odavati tajnu? Radi se o poslu koji se može početibilo gdje. Ima mjesta za tisuće ljudi - stoga autor ništa ne gubi odavanjemtajne.

Zvuči predobro da bi bilo istinito? Procijenite sami. Imate 10 dana da programproučite besplatno. Znači, možete sami prosuditi pošto ste knjigu proučili odkorica do korica. Uvjerit ćete se da plan funkcionira.

S poštovanjem,Ivana DrmačDirektorica marketinga

P.S. Želite li se obogatiti? Jeste li spremni riskirati?

Korištenje

143

Why haven’t I told you right away what this is about? Because for good judgement you need complete and thorough description. Since I heard about this business opportunity and since I read the book, I have told about it to many friends. As soon as I hinted the nature of the business, they turned to convictions and prejudices. They would immediately remember other businesses that look similar at fi rst sight – the businesses that do not bring profi t and for which you do not need to be skilled.

Only when I would explain the whole plan in detail, the initial prejudices would disappear and it would become evident that it was an excellent opportunity to make profi t. Being inexperienced is really an advantage – because there are no tendencies to change the system in order to ‘improve’.

If everything is so good, why give away the secret? It is business that can be started anywhere. There are places for thousands of people – so the author does not lose by giving away the secret.

It sounds too good to be true? Judge for yourselves. Therefore, you can judge after you have studied every single page of the book. You will make sure that the plan functions.

Sincerely yours,Ivana DrmacMarketing Manager

P.S. Would you like to get rich? Are you ready to take risk?

Usage

144

Predmet: Praksa za Vaše učenike

Poštovani gospodine Bakire,hvala na dopisu od 14. marta.

Sviđa mi se zamisao o primanju Vaših učenika na praksu pa obećavam da ćuVašu molbu ozbiljno razmotriti. Rado bismo sudjelovali u takvom programu,ali to će iziskivati neke promjene naših radnih mjesta, kako bismo moglipružiti kvalitetnu obuku. Prije donošenja konačne odluke morao bih o tomeporazgovarati i s ostalim kolegama koji su, nažalost, još desetak dana nagodišnjem odmoru.

Nadam se da Vam to neće biti prekasno, te Vas molim da me nazovete, ne javim li Vam se u sljedeće dvije sedmice.

S poštovanjem,Tarik LogoVoditelj kadrovske službe

Korištenje

145

The Subject: The Practice for your Students

Dear Sir,I would like to thank you for your letter of the 14 of March.

I like the idea of taking your students for practice, so I promise I will consider your off er very carefully. We would gladly be part of such a programme, but it would call for some changes in our working places, for us to off er good training. Before making the fi nal decision, I would have to discuss it with other colleagues who will, unfortunately, be on their holiday in the next ten days.

I hope it will not be too late, so please call me in case I do not contact you in the next two weeks.

Sincerely yours,Tarik LogoPersonnel Leader

Usage

Molba

Pleas

148

Poštovani gospodine Sedić,vjerujem da ste uživali u odmoru. Dobro došli u stvarnost!

Nadam se da smo pomogli Bakiru za vrijeme Vašeg odsustva i da je sve išloglatko. Bilo nam je zadovoljstvo pružiti dodatnu pomoć.

Naše je nastojanje pružiti najbolju moguću uslugu našim kupcima, a lično sezalažem za još veće poboljšanje kvaliteta naših usluga.

Možete li mi dati povratnu informaciju o kvalitetu naše pomoći? Vaši će midojmovi omogućiti procjenu i nadzor nad standardom usluge koju pruža našodjel.

Puno pozdrava.

S poštovanjem,Sanela RedžićDirektor

Molba

149

Dear Sir,I hope you have enjoyed your vacation. Welcome to reality!

I hope we have helped Bakir during your absence and that everything went without any trouble. It was our pleasure to off er additional assistance.

We are trying to off er the best possible service to our customers, and I am personally in favour of an even greater improvement of our service quality.

Could you give me some return information about the quality of our assistance? You impression will enable the judgement and supervision over the standard of the services that our department off ers.

Best regards.

Sincerely yours,Sanela Redzic Manager

Pleas

150

Poštovani gospodine Delimustafi ć,istražujemo mogućnost pokretanja potpuno novog softverskog paketa zaračunovođe.

Zadužen sam za istraživački projekt koji će obuhvatiti odabranu skupinunaših kupaca, a Vi ste posebno izdvojeni kao neko ko bi nam mogao pomoći.Svrha ovog projekta je saznati koju vrstu računovodstvenog softvera trenutnokoristite, koje su Vam njegove osobine korisne i koji bi Vam novi programskialati olakšali život. Zanima me biste li bili voljni odgovoriti na nekoliko pitanjau telefonskom razgovoru?

Ne radi se ni o kakvoj obavezi i ništa Vam ne pokušavam prodati. Ovo je bonafi de istraživački projekt.

Jasno mi je da nemate mnogo vremena. Ako biste htjeli da Vas nazovem uodređeno vrijeme, molim da mi faksom vratite ovaj dopis s datumom ivremenom koje bi Vam odgovaralo i ja ću Vas tada nazvati. U protivnom, akodozvolite, ja ću Vas nazvati za dan ili dva.

Unaprijed hvala.

S poštovanjem,Franko ArslanagićDirektor razvoja

Molba

151

Dear Sir,We are investigating the possibility of creating a completely new software package for accountants.

I am in charge of the investigation project that will include a selected sample of our customers, and you have been specially chosen as someone who might help us. The purpose of this project is to fi nd out what type of the software package you are currently using, which characteristics are useful to you and what programme tools have made your life easier. I am wondering if you are willing to answer a few questions in a telephone conversation.

There are no obligations and I am not trying to sell you anything. This is bona fi de investigation project.

I am aware that you do not have much time. If you want me to call you at certain time, please send an answer by fax with the date and the time that would suit you, and I will call you then. If not, if you allow me, I will call you in a day or two.

Many thanks.

Sincerely yours,Franko ArslanagicDevelopment Manager

Pleas

152

Poštovana gospođice Danijela,

u prilogu Vam dostavljam kopiju uplate od 598,20 KM, kao djelimičnoizmirenje našeg duga prema Vama.

Priroda našeg posla je takva da zbog štrajka poštanskih službenika nismo mogliposlati robu našim kupcima, niti od njih dobiti uplate. Zbog toga imamo punonenaplaćenih potraživanja.

Štrajk je završio i uvjeren sam da ćemo do kraja sljedeće sedmice moći izmiritisvoje dugovanje prema Vama.

S poštovanjem,Jasmin DurakovićVoditelj računovodstva

Molba

153

Dear Madam,

I am enclosing the copy of the payment of 598, 20 KM, as partial settling of our debt to you.

The nature of our business is such, tha due to the stike of the post offi ce clerks, we were unable to send the products to our customers, nor receive any payment form them. That is why we have many unpaid orders.

The strike is over now and I am sure that by the end of the next week we will be able to settle the whole debt.

Sincerely yours,Jasmin DurakovicAccountancy Manager

Pleas

154

Poštovana gospođo Ćatić,

hvala Vam na dopisu od 9.januara i Vašoj molbi na konkurs za upravnikapoštanskog ureda.

Rado bih s Vama podrobnije porazgovarao o poslu, te Vas stoga molim da mi se javite kako bismo dogovorili sastanak u vrijeme koje Vam najviše odgovara.

S poštovanjem,Hasan GogićDirektor kadrovskih poslova

Molba

155

Dear Madam,

I would like to thank you for your letter dated the 9th of January and for your job application for the manager of the post offi ce department.

I would gladly discuss the business in detail with you so I am asking you to contact me so that we could arrange a meeting at the time that would suit you.

Sincerely yours,Hasan GogicPersonnel Manager

Pleas

156

Predmet: Obavijest kandidatu

Poštovani gospodine Burović,

hvala što ste došli na razgovor prošli petak. Veliko mi je zadovoljstvo javitiVam da ste ušli u uži izbor za gore navedeno radno mjesto.

Prije nego što odredim vrijeme zadnjeg razgovora, zamolio sam svakogkandidata da ispuni kratak test, koji ćete naći u prilogu. Molim Vas da mi gaispunjenog vratite do kraja mjeseca.

S poštovanjem,Edin KlempićVoditelj kadrovskih poslova

Molba

157

The Subject: The Department Manager

Dear Sir,

I would like to thank you for coming to the interview last Friday. It is great pleasure to inform you that you have been shortlisted for the above-mentioned position.

Before I schedule the time for the last interview, I ask each candidate to do a short test, that I am enclosing now. I would like you to do it and send it back to me by the end of the month.

Sincerely yours,Edin KlempicPersonnel Manager

Pleas

158

Predmet: Upražnjeno radno mjesto direktora nabavke u odjelu u Singapuru

Poštovani Hasanbašić,

dozvolite mi nekoliko riječi kao potvrdu sadržaja našeg današnjeg razgovora omogućnosti Vašeg zaposlenja u našem odjelu nabake u Singapuru.

Kao voditelj nabavke u našoj zemlji obavljali ste u posljednje tri godine izuzetnovažnu ulogu i želio bih reći da će mi nedostajati Vaš dragocjeni doprinos. No,kao što ste i sami spoznali, mogućnosti za napredovanje u ovoj zemlji priličnosu ograničene.

Naš ured u Singapuru pruža ogromne mogućnosti napredovanja u karijeri idaljnjeg proširenja poslovnih obaveza. Potrebni su mu ljudi Vaših vještina isposobnosti. Kao što sam Vam rekao, ured u Singapuru do danas nije razviostrategiju nabavke i zbog toga dosad nije doprinosio značajnijem povećanjudobiti našeg preduzeća. Singapur smatramo ključnom tačkom za povećanjeprofi tabilnosti našeg poslovanja u jugoistočnoj Aziji, što će onom ko dođe namjesto direktora nabavke biti dodatni izazov. Iako sam svjestan toga da će Vamdužnosti i zadaće biti slične onima koje ste obavljali u našoj zemlji, siguransam da će uspjeh koji ste u toj ulozi imali dosad povećati Vaše izglede zanapredovanje u karijeri više nego, što bi to bilo moguće na Vašem sadašnjemradnom mjestu.

Jasno mi je da će Vam trebati vremena kako biste razmislili o ovoj mogućnosti.U svakom slučaju, Vaš odgovor ne očekujem prije Vašeg povratka s puta uSingapur, krajem sljedeće sedmice.

S poštovanjem,Damir RondićDirektor kadrovskog odjela

Molba

159

The Subject: A vacancy for the position of the Supply Manager at the Singapore department

Dear Sir,

Would you allow me to go throught the contents of our conversation today to confi rm the possibility of your emloyment at our Supply Department in Singapore.

As the Supply Manager in our country, you have had a very important role in the last three years and I would like to say that I will miss your signifi cant contribution. However, as you might have realised, the progress possibilities in this country are rather limited.

Our offi ce in Singapore off ers enormous progress possibilities in your career and further increase in business responsibilities. I need people of your skills and capabilities. As I have mentioned, the Singapore offi ce has not developed the supply strategy and it has not contributed to signifi cant increase in profi t in our company. We consider Singapore the key point for profi t increase in our business in Southeast Asia, which will be a great challenge for the future Supply Manager. Although I am aware that your duties and tasks would be similar to those in our country, I am sure that the success in the role you have had so far will only increase the possibility of improvement in your career even more than in your present position.

I also know that you need some time to consider this opportunity. In any case, I do not expect your answer before you return from your trip to Singapore, at the end of the next week.

Sincerely yours,Damir RondicSupply Manager

Pleas

160

Predmet: Dopis o otpuštanju viška zaposlenika

Nakon jutrošnjeg sastanka svih zaposlenika, ovim dopisom potvrđujem daćemo, nažalost, morati otpustiti četvero zaposlenika.

Kao što znate, u posljednje smo vrijeme izgubili četiri nova ugovora. Bilo jeto veliko razočaranje za sve one koji su naporno radili ne bi li privukli novekupce, ali bez tih ugovora preduzeće ne zarađuje dovoljno za trenutni brojzaposlenika. Bolno smo svjesni učinka koji to ima na moral u preduzeću iželjeli bismo situaciju razriješiti što prije.

Odlučili smo tako, kao prvi korak, pozvati da nam se jave svi oni koji bi željelidobrovoljno prekinuti radni odnos. Ne bude li dobrovoljaca, morat ćemootpustiti četvero ljudi. Još uvijek nije donesena odluka o metodi izbora ili otome u kojem odjelu će doći do smanjenja broja radnih mjesta. Čim budemoimali više pojedinosti, obavijestit ćemo Vas o njima.

Želi li bilo ko od Vas u povjerenju porazgovarati o uvijetima dobrovoljnogprekida radnog odnosa, molim Vas da mi se obratite lično, najkasnije do petka,14. aprila.

Besim LatićGlavni direktor

Molba

161

The Subject: Firing redundant employees

After the meeting of all employees this mornig, by this letter I confi rm that we will have to hire four employees, unfortunately.

As you know, we have lost four new contracts lately. It was a great disappointment for all those who were working hard to attract new customers, but without these contracts, the company is not profi ting enough to be able to keep all the employees. We are painfully aware of the eff ect it will have on the morale of the company and we would like to solve the situation as soon as possible.

As the fi rst step, we have decided to invite all those who would like to terminate work voluntarily. If there are no volunteers, we will have to fi re four people. We have not decided on the selection method nor about the department from which those people will be chosen. As soon as we have more details, we will inform you.

If anyone would like to have a confi dential conversation about the voluntary termination fo work, please, contact me personally, by Friday, April 14.

Besim LaticChief Manager

Pleas

162

Poštovana Hasija,nadam se da ste Vi i Rasim dobro i da ne provodite previše besanih noći.

Stigli smo do manje od 21 dana do kraja Vašeg zakonskog porodiljskog dopusta,pa bih Vas zamolio da mi javite namjeravate li se vratiti na posao. Oprostite štoova molba možda zvuči pretjerano službeno, ali moramo znati kakve su Vašenamjere. Ne morate mi odgovoriti odmah, ali Vaš pismeni odgovor mora stićiu roku od 14 dana od datuma na ovom dopisu kako biste zadržali pravo na povratak.

Znam da ste rekli kako želite ponovo razmisliti po rođenju djeteta. Ne trebani reći da bismo Vas rado primili natrag u tim, jer ste u posljednjih nekolikosedmica svima nedostajali. Isto tako, poštovat ćemo Vašu odluku odlučite li nevratiti se.

Osobno se nadam da ćete se htjeti vratiti. Vaš doprinos našem radu i uspjehubio je ogroman, a Vaši izgledi za napredovanje više nego dobri.

Molim Vas da mi javite svoju odluku, a ja ću se toplo nadati da će ona bitionakva kakvu želim.

S poštovanjem,Vedran JakovVoditelj kadrovske službe

Molba

163

Dear Madam,I hope that Rasim and you are all right and that you are not having too many sleepless nights.

There are only 21 days left before the termination of your maternity leave, and I would like to know whether you intend to come back to work. I apologize if this letter is too offi cial, but we need to know your intentions. You do not have to answer immediately, but your written answer has to arrive within the period of 14 days after the receipt of this letter so that you can retain your right to return to work.

I know that you said you wanted to reconsider it after your child’s birth. I do not have to mention that we would gladly have you back in the team because everyone has missed you in the last few weeks. However, we will respect your decision in case you decide not to come back to work.

I personally hope you will return to your job. Your contribution to our work and success was enormous, and you chances of progress are more than good.

I am asking you to inform me about your decision, and I sincerely hope it will be the one that I like.

Sincerely yours,Vedran JakovPersonnel Manager

Pleas

164

Poštovani gospodine,

iznenadna smrt gospodina Franje Cvetkovića jako nas je potresla, ožalostila.

Prilažem dopis za gospđu Cvetković i bio bi Vam zahvalan ukoliko bi joj gamogli uručiti. Vjerujem da će je malo utješiti podatak da su Franju cijenile istranke koje su ga poznavale vrlo kratko vrijeme, te da će im jako nedostajati.

Hvala.

S poštovanjem,Milada BošnjakDirektorica

Molba

165

April 13, 2006

Dear Sir,

The sudden death of Mister Franjo Cvetkovic has put us all in grief.

I am enclosing a letter for Mrs Cvetkovic and I would be grateful of you could personally deliver it to her. I believe it might be of some consollation that Franjo was respected by partners who knew him even for a very short time, and everyone will miss him greatly.

Many thanks.

Yours Sincerely,Milada BosnjakManager

Pleas

166

24. mart 2006. godine

Vaš znak: GFk854796

Predmet: Račun 12332

Poštovani gospodine Duraković,hvala Vam na Vašem dopisu od 26. februara.

Ovime potvrđujemo da još uvijek nismo dobili uplatu iznosa od 6.542,20 KM,te Vas zato molimo za Vaše posredovanje. Prilažem neke relevantne dokumentei prepisku koja se odnosi na gore navedeno dugovanje.

Zahvaljujemo Vam na pomoći.

S poštovanjem,Refi k MiškovićDirektor

Molba

167

March 24, 2006

Your sign: GFk854796

The Subject: The bill No. 12332

Dear Sir,I would like to thank you for you letter dated Febryary 26.

I confi rm that we have not received the receipt for the payment of 6.542,20 KM, so I am asking you to to act as a go-between. I am enclosing some relevant documents and the correspondence referring to the above-mentioned subject.

I would like to thank you for your help.

Sincerely yours,Refi k MiskovicManager

Pleas

168

15. april 2006. godine

Predmet: Predloženi otkup potraživanja

Poštovani gospodine Turajlić,

Vaše sam ime dobio od Ivana Buzića iz Zedis STL d.o.o., koji je, kako samshvatio, Vaš klijent.Željeli bismo razmotriti mogućnost otkupa duga našeg preduzeća, kojeuspješno posluje već pet godina. Zbog planova proširenja, vjerojatno će nam trebati dodatni obrtni kapital. Nažalost, naša nam je banka odbila povećati kreditno zaduženje, pa smo htjeli s Vama dogovoriti otkup duga.

Molim Vas da me nazovete kako bismo dogovorili sastanak i ugovorilimogućnost takvog fi nansijskog aranžmana.

S poštovanjem,Adis VrabacFinansijski direktor

Molba

169

The Subject: The enclosed buying off the debt

Dear Sir,

I got your name from Ivan Buzic, of Zedis STL d.o.o., who is, if I understood correctly, your client.

We would like to consider the possibility of buying off the debts of our company, which has been working successfully for fi ve years. Because of the enlargement plans, we would need additional capital. Unfortunately, our bank has refused to increase our credit loan, so we would like to discuss our debt with you.

I am asking you to contact me so that we could schedule a meeting and dicuss the possibility of such fi nancial arrangement.

Sincerely yours,Adis Vrabac Financial Manager

Pleas

170

28. februar 2006. godine

Predmet: Mirovinsko osiguranje

Poštovani Denijal,

upravo sam iznova proučio našu policu mirovinskog osiguranja. Moja žena jezabrinuta, jer se čini da njena polica ne uključuje naknadu za “smrt na radnommjestu”, dok moja to uključuje. Molimo Vas da nam javite koji bi bio dodatnitrošak za to, a koja dodatna korist.

Također, razmišljam o tome da povećam životno osiguranje vezano uz mojemirovinsko osiguranje s 250,00 na 500,00 KM. Molim Vas da mi javite koja bibila razlika u mjesečnoj premiji za takvo povećanje.

S poštovanjem,Kenan Torlak

Molba

171

February 28, 2006

The Subject: Retirement Insurance

Dear Sir,

I have studied once again our insurance policy. My wife is worried because her policy does not include a compensation for ‘death at work’, whereas mine does. I am asking you to inform us about the addional costs and advantages.

I am also thinking about increasing my life insurance connected with my retirement insurance from 250, 00 KM to 500, 00 KM. Would you please state the diff erence in the monthly premium for such an increase.

Sincerely yours,Kenan Torlak

Pleas

172

4. april 2006. godine

Predmet: Preuređenje poslovnog prostora

Poštovani gospodine Grgić,

htjeli bismo preurediti poslovni prostor, kako bismo poboljšali uvjete rada.Pišem u skladu s članom 12 našeg Ugovora o najmu, po kojem moramo tražitiVaše odobrenje želimo li izvršiti bilo kakve promjene.

Predlažemo preuređenje tavanskog prostora u kancelarije i kuhinju. Prilažemonacrte koje smo dali izraditi. Građevinsku dozvolu još uvijek nismo zatražilijer bismo se najprije željeli uvjeriti da nemate primjedbe na predloženapoboljšanja.

U nadi da će Vam se svidjeti naš prijedlog preuređenja radnih prostorija, jer ihoplemenjuje, očekujemo Vaš pristanak.

Unaprijed se veselim Vašem odgovoru.

S poštovanjem,Jadran Tolić

Molba

173

April 4, 2006

The Subject: Redecorating the Working Space

Dear Sir,

We would like to redecorate the working space, in order to improve the working conditions. I am writing in accordance with Point 12 in our Renting Contract, by which we have to ask for your approval if we want to make any changes.

I am enclosing the redecoration of the attic space in the offi ce and the kitchen. I am also enclosing the drawings. We have not asked for the building licence because we want to ensure that you no objections to the suggested improvements.

Hoping that you will like our suggestion of redecorating the working space, because it improves them, I am expecting your approval.

I am looking forward to your answer.

Sincerely yours,Jadran Tolic

Pleas

174

15. april 2006. godine

Predmet: 160406

Poštovana gospodo,Neopozivi akreditiv br.: 280180 u vrijednosti od 150.000,00 KMOd: Bank International

U vezi s gore navedenim, prilažem Vaše izvore akreditiva zajedno sa sljedećim dokumentima:

1. 3 kopije izvorne potvrde o vrijednosti robe2. 3 kopije računa3. Potpuni komplet bez jednog izvora, ali s 2 neprenosive kopije teretnica4. Izvor inspekcijskog izvještaja s ovjerenim i potpisanim računom5. 2 kopije liste pakovanja6. Potvrdu da smo poslali odgovarajuće kopije dokumenata koji su potrebniza otvaranje pošte7. Mjenicu8. 2 kopije potvrde o analizi robe

Nadam se da je sve u redu, te Vas molimo da uplatu izvršite izravno na našračun, i nas o tome izvijestite. Naš je račun sljedeći:

UNIBanka d.d.Doglodi 26572230 Žepče

Ime na računu: BIPU industrija d.d.Br. računa: 17062003

Puno hvala na saradnji. S poštovanjem, Jadranko Pašić Odjel izvoza

Molba

175

April 15, 2006

The Subject: 160406

Dear Gentlemen,The unrequitted acreditive No.: 280180 at the amount of 150.000,00 KMFrom: Bank International

Concering the list above, I am enclosing your sources of acreditive together with other documents:

1. 3 copies of the initial confi rmation of the value of the goods2. 3 copies of the bill3. A whole complet without one source, but with copies of requests4. The source of the inspection report with the signed bill5. 2 copies of packaging lists6. The confi rmation that we sent the copies of documents needed to open the mail7. The form8. 2 copies of the receipt about the analysis of the goods.

I hope that everything is all right, and I am asking you to make the paymeny directly onto our account, and to inform us about that. Our account is:

UNIBanka d.d.Doglodi 26572230 Žepče

The name on the account: BIPU industrija d.d.Account No.: 17062003

Sincerely yours, Jadranko Pasic Export Department

Pleas

176

12. mart 2006. godine

Predmet: 001 / 54896 / 06 / KO / 01, gkhf021MAYIBO INDUSTRIAL CO LIMITED

Poštovani gospodine Erik,znam da ste gornji spis zatvorili, ali iz priloženih dokumenata vidjet ćete damoj klijent nije zadovoljan izvještajem za razvrstavanje robe za carinjenje, kojese odnosi na isporučene pisane ploče.

Iz priloženih ćete dokumenata vidjeti da se uvoznikova procjena carinetemeljila na 10%, a ne na 25%, jer je upravo to porez kojeg određuje poreznavlast SAD.

Ne želim izgubiti važnog klijenta, koji trenutno ima još dvije narudžbe kodnas, pa bih Vas zamolio da otvorite spis i ponovo procijenite uvoznu carinu, uznapomenu da će se isporučena roba koristiti za pisanje udžbenika.

Molio bih Vaš odgovor što je prije moguće, kako bih se mogao javiti svomklijentu i, uz malo sreće, dobiti potvrdu njegove sljedeće narudžbe.

Puno hvala na saradnji.

S poštovanjem,Hrvoje StanićOdjel izvoza

Molba

177

March 12, 2006

The Subject: 001 / 54896 / 06 / KO / 01, gkhf021MAYIBO INDUSTRIAL CO LIMITED

Dear Sir,I know that you have closed the above-mentioned material, but from the enclosed documents you will see that my client is not satisfi ed with the report for the sorting of the duty-paid commodities, which refers to the delivered written tables.

You will realised from the document that the importer’s estimated customs’ duty was based on 10%, and not on 25 %, because that is the tax set by the USA tax commission.

I do not want to lose an important client, since I have two more orders from you, but I would ask you to open the material and re-estimate the customs’ duty , bearing in mind that the delivered commodity will be used for writing school books.

I would ask you to reply as soon as possible, so that I could inform my client, and with some luck, get a receipt for his next order.

Thank you for your cooperation.

Sincerely yours,Hrvoje StanicImport Department

Pleas

178

7. april 2006. godine

Predmet: Etiopija

Poštovani gospodine Džanković,u skladu s našim telefonskim razgovorom, prilažem kopiju akreditiva, koje smopreko Citibanka, Lugano, Švicarska dobili od Komercijalne banke Etiopije izAddis Abebe, te naš predračun i službenu narudžbu preduzeća Dana PrintingPress iz Addis Abebe.

Molio bih Vas da nam pošaljete sve potrebne obrasce budući da smo većrezervisali prostor na brodu “Istra”, koji najkasnije do kraja aprila ove godineobavlja ukrcaj u luci Rijeka. Roba je već spremna i može se pregledati u lučkomskladištu. Kao što vidite, imamo vrlo malo vremena i bili bismo Vam mnogozahvalni na saradnji.

Spremni smo pokriti troškove inspekcijskog pregleda, pa Vas molimo da namjavite koliki će oni biti.

S poštovanjem,Ivan BadrićOdjel za transport

Molba

179

april 7, 2006

The Subject: Ethiopia

Dear Sir,In accordance with our telephone conversation, I am enclosing a copy of the acreditive, that we received from the Commercial Bank of Ethiopia from Addis Abeba, through Citibank, Lugano, Switzerland. I am also enclosing our preliminary calculation and the offi cial order of the company Dana Printing Press from Addis Abeba.

I would ask you to send us all the necessary forms since we have already made reservations on the ship Istra for loading the goods not later than the end of April this year in the Rijeka harbour. The goods are ready and they can be examined in the harbour warehouse. As you can see, we have not got much time, and we would appreciate your cooperation.

We are ready to cover the expenses of the inspection examination so please inform us about the inspection costs.

Sincerely yours,Ivan BadricTransport Department

Pleas

Motiviranje

Motivation

182

22. februar 2006.godine

Poštovani gospodine Pecikoza,

hvala Vam što ste mi tako iskreno i pošteno priznali s kakvim ste se poteškoćamasusretali u posljednjih nekoliko mjeseci. Nadam se da ćemo moći smanjiti neke od pritisaka kojima ste bili izloženi i stvoriti Vam bolje radne uvjete. Vašdoprinos prodajnom i marketinškom timu sigurno može biti značajan te samstoga uvjeren da će u nadolazećim mjesecima biti mnogo prilike za povećanjeVaših odgovornosti.U svojoj ulozi koordinatora prodaje i marketinga Vi ste trenutno istovremenoodgovorni dvjema osobama: meni i direktoru prodaje. Jasno mi je da toponekad može stvoriti poteškoće, naročito kad obojica tražimo da se zadaćeizvrše istovremeno i do istog roka. Od sada nadalje bit ćete odgovorni samomeni, a bilo što bi od Vas mogao tražiti direktor prodaje doći će preko mene.Tako ću ja moći pratiti protok zadaća i spriječiti bilo kakav izvor sukoba.Također, se ne biste se trebali ustručavati obratiti mi se u vezi bilo kakvepoteškoće (pa, i najmanje) u njenom samom početku. Niste li sigurni kakoobaviti određenu zadaću, ili ako Vam se čini da za postizanje ciljeva koje smo Vam zadali ima nekoliko različitih načina, molim Vas da mi se slobodnoobratite u bilo kojem trenutku kako bismo o njima porazgovarali. Dvije glavečesto znaju više nego jedna i lakše će riješiti složene situacije.Slažem se da nam je potrebno više sastanaka za izmjenu informacija, te takopredlažem da se sastanemo za mjesec dana i porazgovaramo o tome kako suuspjele promjene. Svakako, naš je primarni cilj postići ciljeve prodaje koje smosebi postavili. Znam da ćete Vi lično učiniti sve što je u Vašoj moći da se ticiljevi postignu.

S poštovanjem,Nenad FrgaloDirektor marketinga

Motiviranje

183

February 22, 2006

Dear Sir,

I would like to thank you for honestly admitting what diffi culties you have encountered in the last few months. I hope we will be able to lower some of the pressure you have been exposed to and create better working conditions. Your contribution to the Sales and Marketing Team surely can be signifi cant and I am convinced that in the following months there will be opportunities to increase your possibilities. In your role of the Sales and Marketing Coordinator you are currently responsible to two people: to the Sales Manager and to me. It is evident that it can sometimes cause some diffi culty, especially when we both ask the tasks to be done at the same time, with the same deadline. From now on, you will be responsible only to me, and anything that the Sales Manager asks from you will come through me. In that way I wil be able to follow the fl ow of tasks and avoid any possible confl icts.Also, you should not hesitate to contact me in case of any problem (even the smallest one) in the very beginning. If you are not sure how to fulfi ll a certain task, or if the goals can be achieved in a few diff erent ways, I am asking you to contact me freely so that we can discuss it at any time. Two head know better that one and it is easier to solve diffi cult situations.I agree that we need more meeting for information exchange so I suggest we meet in a month and discuss the progress of the changes. Certainly, our primary goal is to achieve the aims of the sale that we have set for ourselves. I know that you will personally do everything that is in your power to fulfi ll these aims.

Sincerely yours,Nenad FrgaloMarketing Manager

Motivation

184

8. februaura 2006. godine

Poštovani Kristijane,

prošla je godina bila teška za sve nas. Poslovali smo u najgorim mogućimuvjetima u posljednjih deset godina. Usprkos tome, povećali smo svoj udio natržištu za 10% u usporedbi s takmacima – sjajan rezultat. Čestitam – zaslužiliste svaku lipu nagradne plaće, koju ste dobili prošli mjesec.

Novi proizvodi koje sad prodajete najmodernijeg su dizajna i pružaju kupcimaviše koristi nego bilo koji proizvod naših takmaca koji se može kupiti za sličnucijenu. Obzirom na takvu prednost, htjeli bismo da vrijednost prodaje na Vašempodručju povećate 20%. Svaki postotni bod koji postignete od sada nadalje bitće Vam isplaćen kao dodatak od 1% na plaću. Nema nikakvih ograničenja navisinu plaće koju tako možete postići.

Znam da imate iskustva, odlučnosti i predanosti odgovoriti na ovaj izazov.Možda se čini nemogućim ciljem – ali vjerujte mi, znamo da je naš proizvodpuno bolji od proizvoda naših takmaca i da će stvoriti velike praznine nanjihovom tržištu. Vaša je zadaća pobrinuti se za to da nas kupci prepoznajukao vodeću marku na tržištu i da tu poziciju održimo. Veselim se unaprijed štoću Vam na kraju godine svima isplatiti veliku nagradnu plaću.

S poštovanjem,Mirela BogovićDirektorica marketinga

P.S. Upamtite, 1% više od cilja znači 1% više na nagradnu plaću!

Motiviranje

185

October 8, 2006

Dear Sir,

Last year had been diffi cult for all of us. We have been doing business in the worst possible conditions in the last ten years. Despite that, we have increased our market share for 10 % in comparison with our competitors – an excellent result. Congratulations – you have deserved every penny of the reward salary that you received last month.

Our products that you are selling now are of the most modern design and off er the customers more benefi t that any other products that they could buy from our competitors at the same price. Considering this advantage, we would like you to increase the advantages of our sale for 20 % in your area. Every percent that you achieve from now on will gain you a 1% increase on your salary. There are no limitations as to how much you can increase your salary.

I know that you have experience, decisiveness and dedication to respond to this challenge. Maybe this seems as an impossible goal – but, believe me, I know that our product is much better than our competitors’ product and that it will create big gaps in their market. Your task is to make sure that the customer recognize us as the leading market brand and to keep that position. I am looking forward to giving all of you a big salary at the end of the year.

Sincerely yours,Mirela BogovicSales Manager

P.S. Remember, 1% of the goal means 1% of your salary increase!

Motivation

186

31. januar 2006. godine

Predmet: Tim za razvoj poslovanja

Poštovana Jasenka,

dobrodošli u naš novi tim za razvoj poslovanja. Naš je cilj postići povećanjeod 20% u sljedeće četiri godine. Jasno mi je da se to može činiti zastrašujućim,naročito imajući u vidu da u ovom trenutku ne znamo kako ćemo to postići.Ono što imamo jesu najbolji umovi posvećeni ovome projektu. Važno jeupregnuti raspoloživo znanje kako bismo stvorili pobjedničku formulu.

Obzirom na mandat koji smo dobili, moramo biti otvoreni prema svimmogućim putevima prema prijedlogu najboljih rješenja. Molimo Vas da zaprvi sastanak predložite što je više moguće zamisli. Zapamtite, mi smo tim istoga želim da se sve zamisli uzmu u obzir i prouče – bez obzira koliko “sulude” izgledale. Na sljedećim ćemo sastancima razmotriti težinu svake zamisli iodbaciti najslabije. Uvjeren sam da će ovaj proces potaknuti i druge, korisnezamisli, koje ćemo moći povezati u konačnu, pobjedničku formulu.

Znam da ćete svojim doprinosom ovom projektu uveliko pomoći ostvarenjucilja, a to je rast od 20%.

S poštovanjem,Zakir IbrahimovićDirektor razvoja

Motiviranje

187

January 31, 2006

The Subject: Business Development Team

Dear Madam,

Welcome to our Business Development Team. Our goal is a 20% increase in the following four years. It is clear that it might seem frightening, especially bearing in mind that we do not know now how to achieve that. What we have are the best minds dedicated to this project. It is important to use the available knowledge to create the winning formula.

Considering the mandate that we have got, we have to be open to all he possible ways that suggest the best solution. We are asking you to suggest as many answer as possible at our fi rst meeting. Remember, we are a team, and we want all the possibilities to be considered – no matter how crazy they might seem. At our next meetings we will consider every possibility and reject the weakest ones. I am convinced that this process will motivate the other useful thoughts, that we could connect into one fi nal winning formula.

I know that your contribution to this great project will help achieve the goal, which is the 20% increase.

Sincerely yours,Zakir ImbrahimovicDevelopment Manager

Motivation

188

05. april 2006. godine

Poštovana Nevzeta,

strategija s kojom smo Vas jutros upoznali ključ je našeg uspjeha. Ostvarimo lite ciljeve, na kraju godine čeka Vas nagrada od preko 4.564,00 KM. Zar to nijevrijedno posebnog truda?

Pamtite li kako smo prije tri godine bili samo jedan od mnogih dobavljača? I dok smo se mi razvijali, naši su stari konkurenti postajali sve slabiji i sve udaljenijiod nas. Svako od Vas dao je fantastičan doprinos uspjehu našeg preduzeća.Ali u svakoj priči o uspjehu krije se i sjeme neuspjeha zbog kojeg nema mjestasamozadovoljstvu. Moramo biti na oprezu i pratiti naše nove konkurente iono što rade. Moramo zgrabiti šanse koje nam se pružaju i potruditi se da nepropustimo niti jednu jedinu. Moramo nastaviti razgovarati s našim kupcima iod njih saznati što rade naši konkurenti. Želimo li u sljedeće tri godine postatibroj jedan na tržištu, moramo imati odlučnost, hrabrost, predanost i volju zauspjehom.

Imamo odličan tim, cilj nam je jasan, a temelji položeni. Znam da možetepostići ono što od Vas tražimo. Sve što je za to potrebno je da date sve odsebe.

S poštovanjem,Kerim FazlićDirektor prodaje

Motiviranje

189

April 05, 2006

Dear Madam,

The Strategy that we introduced you to this morning is the key to our success. If we achieve these goals together, there is a 4.564,00 KM for you at the end of the year. Is it not worth the eff ort?

Do you remember that three years ago we are just one of many suppliers? And as we developed, our old competitors grew weaker and more distant from us. Every one of us gave great contribution to the success of our company. But in every story about success there is a seed of failure because of which there is no place for pleasure. We have to be careful and follow our new competitors and their work. We have to grab the off ered chances and ensure we do not miss a single one. We have to continue talking with our customers and discovering what our competitors are doing from them. If we want to become number one on the market in the next three years, we have to be decisive, courageous and dedicated to success.

We have a great team, our goal is distinct, and the foundations are set. I know that you can achieve what we are asking you to. All it takes is to do your best.

Sincerely yours,Kerim FazlicSales Manager

Motivation

190

17. decembar 2006. godine

Poštovani Šemsudine,

čestitam! Bili ste jako blizu osvajanja naše Nagrade zastupnik godine za odličnerezultate koje ste postigli, ali Bakir Dedić na jugozapadu pretekao Vas je zadlaku. Želim Vam mnogo uspjeha u osvajanju nagrade sljedeće godine.

U tijeku posljednjih dvanaest mjeseci prodali ste 1200 jedinica ukupnevrijednosti 100.000,00 KM . Kao što možete vidjeti u našem katalogu za sljedećugodinu pripremili smo odličan asortiman novih proizvoda. Siguran sam da ćesljedeća godina za nas biti najbolja dosad. Vaša je uloga u tome, dakako, vrlovažna. Tome bih želio prilagoditi uvjete Vašeg ugovora s Vama. Trenutno Vampripada 8 % provizije na svu ostvarenu prodaju na Vašem području. Tu bihstopu zadržao, ali dosegnete li prodaju u ukupnoj vrijednosti od 189.654,00KM ili više u roku od dvanaest mjeseci, počevši od januara, nagradit ćemo Vasdodatkom od 2% na vrijednost prodaje u toku kalendarske godine. Nagradniće Vam se dodatak isplatiti u roku od mjesec dana po završetku kalendarskegodine. Ne dosegnete li prodaju u ukupnoj vrijednosti od 189.654,00 KMnagradni Vam se dodatak neće isplatiti.

S poštovanjem,Jasmin EskićDirektor prodaje

Motiviranje

191

December 17, 2006

Dear Sir,

Congratulations! You were very close to winning our reward ‘Representative of the Year’ for the excellent results you have achieved, but Bakir Dedic at South-West has won. We wish you great success in winning this reward the next year.

In the lats twelve months you have sold 1200 units worthy 100.000,00 KM, As you can see in our catalogue for the next year, we have prepared excellent assortment of products. I am sure that the next year will be the best one for us so far. Your role in it is, certainly, very important. That is why I would like to restate the conditions of our contract with you. A the moment, you have 8% provision for all the sale in your area. I would keep it the same, but if your sales reaches 189.654,00 KM or more in twelve months, starting from January, we will reward you with a 2% increase to the sale value during the calendar year. The reward will be given to you in one-month period after the calendar year is over. If your sale does not reach 189.654,00 KM you will not receive the reward.

Sincerely yours,Jasmin EskicSales Manager

Motivation

192

8. februar 2006. godine

Poštovani gospodine Klaić,

u vezi s našim telefonskim razgovorom, zadovoljstvo mi je predstaviti Vam naše preduzeće, kao jedinog proizvođača netoksičnih, biorazgradivih i ozonuneškodljivih hemijskih sredstava za čišćenje u cijeloj državi. Ovaj proizvodpostoji već osam godina na tržištu Sjedinjenih Država, a mi smo imali srećupostati njegovim jedinim distributerom za ovaj dio Europe.

Naša se sredstva u unutrašnjosti upotrebljavaju za spuštene stropove, viniltapete, mramor i keramičke pločice, a za vanjsku upotrebu za ciglu, blokove,beton, drvo i aluminijska staklena vlakna. Najvažnija je njihova osobinada ubijaju plijesan i alge, a na poroznim površinama hemikalija se upija umaterijal i djeluje kao inhibitor ponovnog rasta. Priložene fotografi je govoresame za sebe, ali ako nam dozvolite da održimo demonstraciju, pokazat ćemoVam kako se lako, za vrlo malu cijenu, prljave, nikotinom umrljane i algamaprekrivene površine mogu promijeniti.

Kelso – sredstvo za čišćenje je netoksičano i biorazgradivo. Može se primijenitina površinama okruženim biljnim ili životinjskim vrstama, što je vrlo važno utrenutku kad vlada velika briga za dobrobit okoliša; također, obzirom da se neradi o kiseloj supstanci, može se koristiti više puta, bez opasnosti da će nagristipovršinu koja se čisti.

Prilažem proizvođačku specifi kaciju, koja pokazuje kako se hemikalija možesigurno koristiti s vodom.Ali, s vodom uvijek treba biti oprezan!

Rado ću Vam organizirati demonstraciju i uvjeravam Vas, date li nam prilikuda surađujemo s Vama, posao ćemo obaviti vrlo profesionalno i učinkovito.

S poštovanjem,Tarik SeferovićVoditelj prodaje

Motiviranje

193

February 8, 2006

Dear Sir,

Concerning our telephone conversation, it is great pleasure to present you our company, as the only producer of non-toxic, bio-dissolving and ozone friendly chemical cleaning products in the whole country. This product had existed for eight years on the market in the USA, and we are lucky to have become the sole representative for this part of Europe.

Our products are used for the low ceilings, vinyl draperies, marble and ceramics, and outside they are used for bricks, blocks, concrete, wood and aluminium glass fi bres. Their most important characteristic is that they kill germs and algae, and on the corrosive metal surfaces the chemicals are soaked into the material and they act as the inhibitors of further growth. The enclosed photographs are speaking for themselves, and if you allow us to have a demonstration, we will show you how the dirty, nicotine-stained and algae-cvered surfaces can be changed with a small sum on money.

Kelso – the cleaning product is non-toxic and bio-dissolving. It can be applied on the surfaces surrounded with plants or animal species, which is very important at the time when we are concerned with our environment. Also, considering it is not an acid product, it can be applied a few times, without damaging the surace.

I am enclosing the producer’s specifi cation, that shows that the chemicals can be used freely with water. But, you have to be careful with water all the time!

I will gladly organize a demonstration and I assure you that, if you give us a chance to work and cooperate with you, we will do the work professionally and eff ectively.

Sincerely yours,Tarik SeferovicSales Leader

Motivation

Najave,navođenja i nuđenja

Announcements and Off ers

196

Poštovani Vidak,

kao što smo razgovarali, prilažem Vam pisane primjerke praha za rastriranjekoji Vam možemo ponuditi. Postoji i narandžasti, koji se zapravo koristi samou SAD-u, no trebate li i njegovu cijenu, rado ću Vam javiti.

Zaista mi je žao što, počevši od aprila, moramo povećati cijenu ovog proizvodaprema novom, priloženom cjenovniku. Primijetit ćete da za manje količinemoramo pokriti troškove dostave, koji nisu razmjerni naručenoj količini.

Nadam se da ćemo i dalje biti u mogućnosti zadovoljavati Vaše potrebe, a imateli bilo kakvih pitanja, molim Vas da mi se svakako obratite.

S poštovanjem,Tarik KršlakDirektor prodaje

Najave,navođenja i nuđenja

197

Dear Sir,

As we have discussed, I am enclosing the written samples of powder that we can off er to you. There is also the orange powder, that is actually used only in the USA, but if you need the price of that one, too, I will be glad to send it to you.

I am sorry to inform you that we will have to increase the price of this product starting from April, according to our new pricelist. You might notice that for smaller orders, we have to cover the delivery expenses, that are not proportional to the order.

I hope we will be able to satisfy your needs, and in case you have any questions, do not hesitate to contact me.

Sincerely yours,Tarik KrslakSales Manager

Announcements and Off ers

198

Poštovani gospodine Zubčević,

dozvolite mi da Vam ovim dopisom javim kako je moja zadaća u preduzeću Aeroexclusive d.o.o. uspješno okončana, te kako ću zajedno s Hakijom Tahirovićem10. aprila preuzeti svoju novu dužnost direktora za međunarodne poslove.

Vjerujem kako je Aero exclusive d.o.o. ponovo osvojila položaj jednog odvodećih preduzeća u pružanju konsultantskih usluga i drago mi je što sam biodio tog uspjeha.

Također, zadovoljstvo mi je objaviti Vam da je na mjesto glavnog direktorapostavljen Kenan Okić, te da će mu pomagati Faruk Simić i Edib Alihodžić,koji će biti odgovorni za poslove nabavke i odnosa s kupcima.

Bilo mi je zadovoljstvo raditi s Vama. Vjerujem da ćete i dalje uspješnosarađivati s našim preduzećem.

Sve najbolje.

S poštovanjem,Denis ČolakovićKonsultant

Najave,navođenja i nuđenja

199

Dear Sir,

Would you please allow me to inform you that my task in the Aero exclusive d.o.o. is successfully completed and I will, together with Hakija Tahirovic, take over my new duty of the International Business Manager from the 10 of April.

I believe that Aero exclusive d.o.o. has regained its position as one of the leading companies in off ering consulting services, and I am glad I am part of that success.

It is also my great pleasure to announce that Kenan Okic had been nominated Chief Manager, and that Faruk Simic and Edib Alihodzic, who will be helping him, will be in charge of supplies and the contact with the customers.

I am looking forward to working with you. I believe that you will continue successful cooperation with our company.

I wish you all the best.

Sincerely yours,Denis ColakovicConsultant

Announcements and Off ers

200

Predmet: Novi glavni direktor

Poštovani gospodine Čolaković,

Sa zadovoljstvom objavljujemo imenovanje Rasima Jamakovića na mjestoglavnog direktora od početka juna 2006. godine. Njegovo je imenovanjeuslijedilo po odlasku Zuhdije Džakmića u invalidsku mirovinu.

Gospodin Jamaković nam dolazi sa znatnim iskustvom u marketingu i onće se uskoro, čim stigne, javiti svim našim klijentima kako bi se predstavio iodgovorio na sva Vaša pitanja.

Drago nam je što možemo svim našim klijentima obećati isti, neprekinuti,visoki kvalitet usluge zbog koje s ponosom uživamo tako dobar ugled.

Imate li, međutim, ikakve hitne upite, molim Vas da se u međuvremenu obratitemeni lično.

S poštovanjem,Nedim VilićDirektor

Najave,navođenja i nuđenja

201

The Subject: New Chief Manager

Dear Sir,

It is my pleasure to announce that Rasim Amakovic had been named the new Chief Manager starting from June, 2006. He was named Manager after Zuhdija Dzakmic had gone to disabled retirement.

Mr Jamakovic comes with signifi cant marketing experience and he will soon, when he fi nds time, contact our clients to introduce himself and aswer all your questions.

I am glad that we can promise all our clients the same, continuous, high quality of service because of which we proudly enjoy good reputation.

If you have any urgent inquiries, please, do not hesitate to contact me personally in the meantime.

Sincerely yours,Nedim VilicManager

Announcements and Off ers

202

htio bih riješiti nesporazum koji se pojavio, to jest glasine koje kruže oneminovnom zatvaranju ili likvidaciji ovog preduzeća.Prvo bih Vam rekao nešto o tome što se dogodilo u proteklih nekoliko sedmicai što će se događati u bliskoj budućnosti.Imali smo razmirice s našim partnerima (Valtec BH d.o.o.). Riješili smo to naobostrano zadovoljstvo tako da smo prodali naš udio u tom preduzeću.Protiv našeg preduzeća niko nije ustao tužbom, niti će protiv nas pokrenutistečajni postupak.Vjerojatno ste čuli za nekoliko nedavnih promjena u ARSS-u. Dozvolite darazjasnim i tu situaciju.Gospodin Jasmin je sada, zajedno sa mnom, suvlasnik preduzeća “ARSS” i “Ecotok”, u koje je ušao značajnim fi nansijskim doprinosom. Njegovo iskustvou uvoznim i izvoznim poslovima, koje je stekao u Euroteh-u, bit će od velikekoristi i jednom i drugom preduzeću.Gospoda Gospić i Dedić odstupili su s položaja direktora u ARSS-u kako bi segospodinu Jasminu omogućilo preuzimanje ključne uloge u tom preduzeću.Što se tiče Ecotok d.o.o., to će preduzeće prestati poslovati krajem 2005.godine; ova će se dva preduzeća ujediniti, tako da će ARSS i Ecotoc poslovatipod imenom ARSS d.o.o.Nadam se da će ovaj dopis raspršiti sve glasine koje kruže i suzbiti Vaša mogućastrahovanja. Naše preduzeće oduvijek je poslovalo s puno snage i odlučnosti,a tako ćemo i nastavitiMi u ARSS-u veselimo se 2006. godini, jer će to vjerojatno biti naša najjačaposlovna godina.

S poštovanjem,Muamer VražalicaZajednički glavni direktor

Najave,navođenja i nuđenja

203

I would like to solve the misunderstanding that has come up, concerning the rumours about the inevitable liquidation of our company.I would fi rst like to say something about the happenings in the last few weeks and a few things about the future events.We have had problems with our partner (Valtec BH d.o.o.). We solved the problem at mutual satisfaction by selling our share in that company.There had been no legal suit against our company, nor will there be any legal procedure.You have probably heard about the recent chancges in ARSS. I would like to clarify that situation as well.Mr Jasmin is now, together with me, the co-owner of the companies ARSS and ‘Ecotok’, in which he has made signifi cant fi nancial contribution. His experience in export and import business, that he acquired in Euroteh, will be of great benefi t to both companies.Gentlemen Gospic and Dedic have stepped out of that position to enable Mr Jasmin to take over the key position in the companies.As far as Ecotok is concerned, that company will cease doing business at the end of 2005., these two companies will unite and do business under the name of ARSS d.o.o.I hope that this letter will stop the rumours and prevent your possible fear. Our company has been working with great power and decisiveness, and will continue to do so.We, in ARSS, are lookign forward to the year 2006., because it will probably be our greatest business year.

Sincerely yours,Muamer VrazalicaMutual Chief Manager

Announcements and Off ers

204

j g

Predmet: Račun br.: 65455, Iznos: 10.657,00 KM

Poštovani gospodine Berberović,

vaše smo dugovanje predali u ruke advokatima. Protiv Vas ćemo krenutisudskom tužbom za sedam dana, ne primimo li u međuvremenu uplatu nagornji iznos.

Neće biti nikakvih daljnjih upozorenja. Tužbom ćemo potraživati naknadusudskog postupka, te redovne i zatezne kamate na dospjelo dugovanje. Poizricanju pravomoćne presude tražit ćemo pljenidbu Vaše imovine.

Ne uspijemo li naplatiti cjelokupno potraživanje u gore navedenom roku,pridržavamo pravo uputiti našeg advokata da pokrene stečajni postupak nadVama, u skladu sa Zakonom.

Nadamo se da ćete smjesta namiriti dugovanje.

S poštovanjem,Tirada d.o.o.Pravni odjel

Najave,navođenja i nuđenja

205

The Subject: Account No.: 65455, Amount: 10.657,00 KM

Dear Sir,

We have trasfered your debt to the lawyers. A legal suit will be raised against you in seven days, if we do not receive the payment on the above-mentioned account.

There will be no further warnings. You will be asked to pay the legal suit expenses, as well as regular interest rates for the above-mentioned debt. After the legal decision, we will ask for your property to be confi scated.

If we do not manage to get the whole amount of money paid onto our account, our lawyer will start the legal suit, in accordance with the Statute.

I hope you will settle the debt right away.

Sincerely yours,Tirada d.o.o.Legal Sector

Announcements and Off ers

206

Predmet: Kamata na odgođeno plaćanje

Poštovani gospodine Sakić,

siguran sam da ste svjesni koliki teret za kupce i za dobavljače predstavljatrenutna poslovna klima. Visoka cijena novca je neprekidna gospodarskastvarnost, što znači da smo prisiljeni ustrajati na poštivanju rokova odgodeplaćanja po svim našim računima, to jest 30 dana od datuma na računu.

Od 10. februara na sve naše račune primjenjivat će se kamata od 5%.

Ukoliko cjelokupni iznos računa primimo u roku od 30 dana, odobrit ćemoVam popust na plaćanje u istom iznosu.

Ovi će se uvjeti strogo primjenjivati, jer, više nismo u stanju fi nansirati dugotrajnokreditiranje koje jedan mali broj naših kupaca redovno zloupotrebljava.

Poslali ste nam narudžbu za krilne matice; prije nego narudžbu stavimou postupak, morat ću Vas zamoliti da se pismeno složite s našim uvjetimaposlovanja.

Molim Vas da potpišete dodatnu klauzulu našeg ugovora o poslovanju i vratitenam je bez odlaganja.

S poštovanjemDamir LigataFinansijski direktor

Najave,navođenja i nuđenja

207

The Subject: Interest rate for Delayed Payment

Dear Sir,

I am sure that you are aware that the current business climate is a great burden both to the customer and the suppliers. The high price of money is continual reality, which means that we are forced to respect the deadline of delayed payment at all our accounts, 30 days from the date on the bill.

Starting with February 10, the interest rate on all our bills will be 5%.

If we do receive the whole sum within 30 days, we wil grant you a discount for the payment of the same sum.

These conditions will be strict, because we are not capable of fi nancing long-term crediting which a small number of our customers constantly abuses.

You have sent us an order for wing registry, but before we place your order, I would ask you to agree with our business conditions in written form.

I would ask you to sing the additional clause of our business contract and send it back without any delays.

Sincerely yours,Damir LigataFinancial Manager

Announcements and Off ers

208

Predmet: Preseljenje odjela

Poštovana Kerima,pomalo mi je žao što moram objaviti da smo konačno prerasli naše sadašnjeposlovne prostore i da se moramo seliti. Znajući koliko ste svi uživali radećiu ovim prostorima, već mjesecima pokušavamo odgoditi neminovno.Ali vjerujem da skučeni uvjeti rada sve više utječu na postizanje onakveučinkovitosti kakvu bismo svi željeli.

Uzeli smo u obzir sve mogućnosti (uključivo i zadržavanje ovih prostora iširenje na neku od susjednih zgrada), ali smo na kraju odlučili potražiti zgraduu kojoj ćemo se svi moći smjestiti i koja će nam omogućiti širenje u skladu sposlovnim planom u budućnosti.

Cilj nam je ostati u istom dijelu grada, ali preseljenje će neizbježno za nekeznačiti duže trajanje putovanja na posao i s posla. Nikako ne bismo željeliizgubiti bilo kojeg zaposlenika zbog preseljenja odjela. Imate li bilo kakvihpitanja, molim Vas da mi se bez ustručavanja obratite. Unajmili smo agencijuza posredovanje nekretninama da nam nađe odgovarajući prostor, ali zasadajoš uvijek u tome nisu uspjeli.

I dalje ćemo Vas obavještavati o razvoju događaja.

S poštovanjem,Hakija BrziGlavni direktor

Najave,navođenja i nuđenja

209

The Subject: Transfering the Department

Dear Mrs,I am sorry to announce that our current business space has grown too small and that we have to move. Knowing that you have all enjoyed working in these rooms, we have been trying to postpone the inevitable for months. But I believe that limited working conditions infl uence the desired performance.

Bearing in mind all the possibilities ( including keeping this space and renting the neightbouring buildings), we have decided to look for a building where all of us can work, the building in which we can spread in accordance with our future business plans.

The goal is to stay in the same part of the city, but moving will inevitably mean travelling longer to and from work for some employees. We would not like to lose any of our employees because we are forced to move. If you have any further questions, please do not hesitate to contact me. We have hired a real estate agency to fi nd the suitable space, but they have not had any success so far.

We will continue to inform you about any further changes.

Sincerely yours,Hakija BrziChief Manager

Announcements and Off ers

210

Predmet: Finansijska godina 2005. - Podjela dobiti

Poštovani Miro,

S velikim Vam oduševljenjem javljam da je godina bila odlična te koristimprigodu da Vam lično zahvalim za velik trud koji ste uložili u uspješnoposlovanje preduzeća u posljednjih 12 mjeseci. Novi su proizvodi povećaliprihode, a očekujemo da će se taj rast nastaviti i sljedeće godine, kad se natržištu pojave dodatni novi proizvodi.

Naš je promet porastao 10% i sada iznosi 5.000.000,00 KM. Dobit prijeoporezivanja porasla je 12% u odnosu na prošlu godinu i iznosi 984.150,00 KM.Prema uslovima Ugovora o raspodjeli dobiti, 5% dobiti raspodijelit će se međuzaposlenicima razmjerno s njihovim primanjima. Stoga Vam sa zadovoljstvomjavljam da je ovaj mjesec Vaša plaća uvećana za 1.025,00 KM.

Hvala Vam još jednom na Vašem doprinosu ovogodišnjem uspjehu preduzeća.Nadamo se da ćemo, nakon tako dobrog početka, moći najaviti još veću dobitsljedeće godine; to će, dakako, podrazumijevati i veći udio u dobiti za Vas.

Puno sreće.

S poštovanjem,Halid HaskićGlavni direktor

Najave,navođenja i nuđenja

211

The Subject: The Financial Year 2005. – Profi t Share

Dear Sir,

I am delighted to announce that the last year was excellent and I am using this opportunity to thank you for your great eff ort you invested in the successful business in the company in the last 12 months. Our products have increased the profi t, and we expect it to continue the next year as well, when new additional products appear on the market.

Our profi t has increased for 10% and it amounts to 5.000.000,00 KM now. The profi t prior to the taxes increased for 12% in comparison with the last year and it amounts to 984.150,00 KM. According to the conditions in the Agreement on Profi t Share, 5% will be distributed among the employees reciprocal to their salaries. Therefore, it is great pleasure to annouce that your salary has been increased for 1.025,00 KM.

I would like to thank you once more for the this year’s contribution to company’s success. I hope that after this great start, we will be able to announce even greater profi t next year, which means even greater share for you.

Best regards.

Sincerely yours,Halid HaskicChief Manager

Announcements and Off ers

212

Predmet: Godišnji odmori

Poštovani gospodine Lugonjić,odlučili smo promijeniti politiku korištenja godišnjih odmora u našempreduzeću.

Od početka 2006. godine svi zaposlenici koji su u preduzeću duže od pet godinaimat će pravo na dodatna dva dana plaćenog dopusta svake godine.

Oni koji su u preduzeću manje od pet godina steći će to pravo one godine ukojoj prije 1. januara napune pet godina radnog staža u preduzeću. To znači,ako pet godina radnog staža u preduzeću napunite u junu, pravo na dvadodatna dana godišnjeg odmora stječete sljedećeg 1. januara.

Nadam se da je ovo dostatno objašnjenje nove odredbe, imate li bilo kakvihpitanja, molim Vas da mi se slobodno obratite.

S poštovanjem,Adnan KovačičekDirektor

Najave,navođenja i nuđenja

213

The Subject: Vacations

Dear Sir,We have decided to change to politics of using the vacations in our company.

Since the beginning of 2006. all the employees with more than 5 years of working experience in this company will be entitled to two days of paid leave every year.

Those who have been working for less than fi ve years will gain the same right if they will have fi ve years of working experience until the 1st of January. It means that, if you have had fi ve years of experience in June, you will gain the right to two days of paid leave next January.

I hope this had been suffi cient explanation of the change in our policy. If you have any further questions, please, do not hesitate to contact me.

Sincerely yours,Adnan KovacicekManager

Announcements and Off ers

214

Poštovani Hamidović,

potvrđujem cijenu žutog tekućeg praha od 17,65 KM/kg, koju smo Vam poslalitelefaksom. Za količine veće od 100 kg možemo Vam ponuditi povoljnijecijene.

Prilažem standardni raspon boja. Možemo proizvesti i limunžutu, ali će onaizgledati prilično blijedo. Isključio sam je iz ponude jer mi se čini da je Vaš kupac tražio nešto upadljivo. Kraljevski plava i crna bit će izražajnije u štampinego na uzorcima, jer su uzorci pisani na krivom papiru. Uskoro ću ih dobitijoš nekoliko na pravilnoj podlozi, pa ću Vam ih proslijediti čim stignu.

Unaprijed se veselim Vašem pozivu i Vašoj narudžbi.

S poštovanjem,Mahir AlishahDirektor prodaje

Najave,navođenja i nuđenja

215

Dear Sir,

I confi rm the price of the yellow liquid powder of 17,65 KM/kg, that we have sent you by fax. For orders bigger than 100 Kg we can off er more convenient prices.

I am enclosing the standard range of colours. We could also produce lemon yellow, but it would look pretty pale. I have excluded it from the off er, because the customer seemed to ask for something striking. Royal blue and black will be more expressive in print than on the samples, because the samples are written on the wrong paper. I will soon get some more samples on the right kind of paper, and I will send them to you as soon as they arrive.

I am looking forward to hearing from you soon, and also to receiving an order from you.

Sincerely yours,Mahir AlishahSales Manager

Announcements and Off ers

216

Predmet: TR /26. mart 2006. godine

Poštovani gospodine Mustafi ć,

potvrđujem našu ponudu od 982,65 KM za pisanje vaše brošure, u skladu sVašom specifi kacijom od 26. marta 2006. godine

Cijena je nešto viša nego za prethodne poslove koje smo obavljali za Vas; i prijenego što nam dotrčite vičući “prijevara!” želio bih Vam objasniti kako bismoVam istu uslugu mogli pružiti za manje novaca. Glavna nam je poteškoća vrstapapira koji ste Vi odredili. Papir s premazom zahtijeva puno ručnog rada ufazi sabiranja. Izborom običnog papira (molim pogledajte priložene uzorke)uštedjeli biste 10% od gornje cijene, a mi bismo imali manje posla, jer imamostroj za automatsko sabiranje ovakvog papira.

Kako vidite iz priloženih uzoraka, nema velike razlike između ovih dviju vrstapapira. Javite mi je li Vam prihvatljiv običan papir.

S poštovanjem,Bešić FedžaDirektor računovodstva

Najave,navođenja i nuđenja

217

The Subject: TR /March 26, 2006.

Dear Sir,

I am confi rming our off er of 982,65 KM for writing your brochure, in accordance with the specifi cation dated March 26, 2006.

The price is a bit higher than for the previous jobs that we have done for you, and before you come running and screaming: ‘Cheating!’, I would like to explain how the same job can be off ered for a smaller sum of money. Our main diffi culty is the kind of paper you chose. Paper with coating requires a lot of expertise work in the summing phase. By choosing the plain paper (Would you please look at the enclosed samples?) you would save 10% from the above-mentioned price, and we would have less work because we have a machine for automatical summing of such paper.

As you can see from the enclosed samples, there is no great diff erence between these two kinds of paper. Would you be so kind as to inform me in case you choose the plain paper.

Sincerely yours,Besic FedzaAccounting Manager

Announcements and Off ers

218

Poštovani Davore,

primio sam Vaš dopis od 30. januara kojim nam javljate da ne želite platitidug u iznosu 392,98 KM i tvrdite da smo trebali uočiti pogrešku prije slanjaračuna.

Prihvatam da je pogrešku trebalo uočiti prije slanja računa i izvinjavam Vam sezbog neugodnosti.Na našem računu jasno piše da pogreške i propusti ne tvoretemelj za poricanje obaveze plaćanja, te Vas stoga molim da iznos na računuplatite u cijelosti, u skladu s našim ugovorom.

S poštovanjem,Vlado KarišikDirektor fi nansija

Najave,navođenja i nuđenja

219

Dear Sir,

I have received your letter dated January 30., where you stated that you do not want to pay the debt of 392,98 KM and that we should have noticed the mistake when we sent you the bill.

I accept that we should have noticed the mistake before we sent the bill and I apologize because of the inconvenience. On our account it is clearly stated that the mistakes do not create the basis for avoiding the payment so I am asking you to pay the whole amount on the bill, in accordance with our contract.

Sincerely yours,Vlado KarisikFinancial Manager

Announcements and Off ers

220

Predmet: “Kuhinja gospođe Ane” - Zahvalnica

Poštovana Dedić,

dopustite da Vam zahvalim na ponudi za kupovinu 300 primjeraka knjige“Kuhinja gospođe Ane” po cijeni od 76,00 KM za primjerak.

Kad ste nam prvi put ponudili ovaj naslov, objasnio sam Vam da nam se knjigačini dosta skupom, da je kvaliteta fotografi ja loša, a nudi se mali broj pravihrecepata u uporedbi s drugim knjigama na tržištu. To je knjiga koju bi čovjek mogao držati na stoliću u dnevnoj sobi, a ne praktična knjiga za svakodnevnuupotrebu. Kao što i sami znate, naši će kupci radije uzeti ovo drugo, a ne ovoprvo. Sumnjam da ćemo imati puno kupaca čak i po tako niskoj cijeni kojuomogućuje Vaš popust. Shodno tome, najbolja cijena koju možemo ponuditi,uz obvezu kupovine svih 300 primjeraka, je 9,50 KM za primjerak.

Javite mi se ako Vas ova ponuda zanima. U suprotnom, sasvim ću razumjetipostignete li bolju cijenu drugdje.

S poštovanjem,Amir ArslanagićDirektor nabavke

Najave,navođenja i nuđenja

221

The Subject: ‘Mrs Ana’s Kitchen’

Dear Madam,

Allow me to thank you for your off er to buy 300 copies of the book Mrs Ana’s Kitchen at the price of 76, 00 KM per copy.

When you off ered this title for the fi rst time, I explained that the book seemed rather expensive, that the quality of the photographs was poor, and there were only a small number of recipes compared with other books on the market. It is a book to be kept on the table in the living room, not the one for practical daily use. As you may know, our customers will choose the latter, not the former one. I doubt that we would have many buyers even with that discount that you are off ering. Therefore, the best price that we can off er, with the obligation of buying 300 copies, is 9, 50 KM per copy.

Please, contact me in case you are interested in this off er. On the other had, I will understand if you get a better off er somewhere else.

Sincerely yours,Amir ArslanagicSupply Manager

Announcements and Off ers

222

Poštovani Ekmečić,

nakon našeg jutrošnjeg razgovora, sa zadovoljstvom potvrđujem da smo Vamspremni ponuditi posao upravnika odjela, s datumom nastupanja na posao 15.juna 2006. godine.Potvrđujem također da će Vam mjesečna plata biti 1.080,00 KM, a isplaćivatiće se do 15.-og u mjesecu, za prethodni mjesec. Vaša će se plata razmotritinakon šest mjeseci, u decembru, a nakon toga svake godine, u martu.Vaš neposredni rukovoditelj biti će Senad Lovrić, član uprave. U prilogu Vamdostavljamo opis radnog mjesta i uvjete za zasnivanje radnog odnosa. Imat ćeteplaćeno zdravstveno osiguranje. Svaki zaposlenik bira mirovinsko osiguranjeprema svojoj želji, pa Vas molimo da nam javite kod kojeg Mirovinskog fondaimate račun.Radno vrijeme je od 8 do 16 sati, od ponedjeljka do petka, s prekidom za ručak u trajanju jednog sata.Imat ćete pravo na 20 radnih dana godišnjeg odmora, povrh slobodnih danaza vrijeme državnih blagdana, kao i tri dana između Božića i Nove godine.Otkazni rok je mjesec dana, a prva tri mjeseca rada smatraju se probnimrazdobljem za obje strane.Vaš poslodavac, koji će potpisati ugovor o radu, je SDD Dobrotvor, ZenicaMolimo Vas da u znak prihvaćanja ove ponude potpišete kopiju koju Vam dostavljamo u prilogu.

Jasmin OsmanagićVoditelj kadrovskih poslova

Najave,navođenja i nuđenja

223

Dear Sir,

After our conversation this morning, I am happy to confi rm that we ready to off er you the position of the Department Manager, starting from June 15, 2006.I am also confi rming that your monthly salary will be 1.080,00 KM, and it willbe paid by the 15th each month, for the previous month. Your salary will be revised after six months, in December, and afterwards it will be done annually, in March.Your immediate executive will be Senad Lovric, member of the Board. I am enclosing the description of the working place and the conditions relating to your employment. You will have paid health insurance. Every employee choose the retirement insurance according to his or her wishes, so would you please inform us at what Retirement Foundation you have an open account. The working hours are from 8 till 16, from Monday to Friday, with one-hour lunch break.You are entitled to 20 working days of vacation, days off during the holidays, as well as three days between Christmas and New Year. The period to quit is one month, and the fi rst three months are considered trial work for both sides.Your employer, who will sign the contract agreement, is SDD Dobrotvor, Zenica.

I am asking you to sing the enclosed copy as sign of your approval.

Sincerely yours,Jasmin OsmanagicPersonnel Manager

Announcements and Off ers

224

Poštovana Zlatka,hvala Vam na Vašem nedavnom posjetu.

Znam da ste rekli da Vas radno mjesto ne zanima zbog toga što fi nansijskiuslovi ne odgovaraju Vašim očekivanjima. Ipak, obzirom na to da ste se pokazalinajboljom osobom za ovo radno mjesto (i ja bih zaista želio da dođete raditi zanas), želio sam Vas zamoliti da još jednom razmislite. Razumjet ću bude li Vašodgovor i dalje ne, ali isto tako, bit će mi žao što nećemo raditi zajedno.

Vi ste jednostavno najbolja lična sekretarica s kojom sam ikada radio (a radiosam s mnogima u posljednjih nekoliko godina). Znam da fi nansijski uvjetinisu najbolji - ali zaista Vam u ovakvim gospodarskim uslovima ne možemoponuditi više, a i kad bismo mogli, to ne bi bilo pošteno prema ostalima kojirade na sličnim poslovima. Ono što Vam mogu garantovati je to da ćete unašem preduzeću u šest mjeseci naučiti više nego igdje drugdje u 12 mjeseci.Osim toga, u odjelu rade sjajni ljudi, a ni naši sportski tereni nisu loši.

Javite mi šta ste odlučili. Vašu ću odluku poštovati, ma kakva ona bila.

Srdačan pozdrav.Martin BabićDirektor odjela vanjske trgovine

Najave,navođenja i nuđenja

225

Dear Madam,I would like to thank you for your recent visit.

I know that you stated that you are not interested in the position because the fi nancial conditions do not meet your expectations. However, since you are considered the best person for the position (and I would really like you to come and work for us), I would like you to reconsider our off er. I will understand if your answer is still negative, but I will also be sorry that we will not be working together.

You are simply the best personal secretary I have ever worked with (and I have worked with many in the last few years). I know that the fi nancial conditions are not the best, but we are currently unable to off er anything better, and even if we could, it would be unfair towards the others having similar jobs. What I can guarantee is that you will be able to learn in our company in 6 month what you would learn in another in 12 months. Besides, there are great people working in this department, and our sport facilities are also very good.

Please, inform me about your decision. I will respect it regardless of its content.Best regards.

Sincerely yours,Martin BabicExport Department Manager

Announcements and Off ers

226

Poštovana gospođo Kulenović,sa žaljenjem sam primio vijesti o smrti Vašeg supruga.

Iako sam Stefana poznavao vrlo kratko, bilo mi je pravo zadovoljstvo raditi snjim. Njegova profesionalnost i predanost poslu nisu imali primjedbi. Kad mije prvi put rekao da boluje od raka, bio sam zadivljen time što je i dalje nastavioraditi, odgovarati na naše upite i provjeravati pojedinosti projekta, te, u skladusa svojom predanošću, uvijek poštovati sve zadane rokove.

Uspješno privođenje projekta kraju pružilo mu je osjećaj velikog ponosa.Nadam se da ćete naći bar malo utjehe u tome da ćemo, u njegovu čast, zadnjugrađevinu koju je Vaš suprug projektirao nazvati njegovim imenom. Nadam se da će Vas utješiti saznanje da će Stefanov rad biti sačuvan za budućnost naovakav način.

Molim Vas da primite izraze najdubljeg suosjećanja od svih u preduzeću FOXTRADE d.o.o.

S poštovanjem,Naim UštovićDirektor i vlasnik

Najave,navođenja i nuđenja

227

Dear Madam,I was grieved by the news about the death of your husband.

Although I knew Stefan for a very short time, it was great pleasure working with him. His professionality and dedication to work had no objections. When he fi rst told me he was sick with cancer, I was impressed by the fact that he continued to work, respond to our inquiries, check all the details of the project, and in accordance with his dedication, he always met the deadlines.

Successful termination of the project gave him great sense of pride. I hope that you will fi nd some consolation in the fact that we will name the last building that he projected after him. I believe that it will please you that in this way Stefan’s work will be saved for the future.

I am asking you to accept deepest sympathies from all the employees in FOX TRADE d.o.o.

Sincerely yours,Naim UstovicManager and Owner

Announcements and Off ers

228

26. mart 2006. godine

Poštovani,

odvojio sam nekoliko primjeraka februarskog izdanja “Govora knjige”. Dobitće ih oni pretplatnici koji nam se prvi jave, a koji još nisu imali prigodu vidjetinovo izdanje. Želio bih da sami prosudite o njegovoj kvaliteti - potpunobesplatno.

Siguran sam da će Vam se svidjeti promjene koje smo uveli. “Govor knjige” sad Vam daje puno bogatiji prikaz knjiga nego ikad do sad. Osim toga, izdanjese sada radi u Bosni, pod našim ličnim nadzorom, uz pomoć profesionalnihradiostanica i visokokvalitetnih tehnika reprodukcije.

Februarsko izdanje donosi najnoviju knjigu Willa Carlinga i Robarta Hellera– “Put do pobjede”. Knjiga je objavljena prije dva mjeseca i već je postalauspješnicom u knjižarskom svijetu. Nikakvo čudo! Radi se o fascinantnojknjizi, začudnom susretu dvaju vodećih umova u svijetu sporta i poduzetništva.Dvojica autora zajedno razrađuju motivacijske tehnike koje se mogu koristitiza postizanje uspjeha u poslu - radi se o praktičnim, korisnim idejama kojemožete početi koristiti odmah na svom radnom mjestu ili u svom poslovanju.

Vrlo ću Vam rado poslati jedan primjerak februarskog izdanja potpunobesplatno - dok zalihe traju.

Ova posebna ponuda vrijedi za one koji se prvi jave. (Jedna od prednostielektronske pošte je ta da svi poštu dobivaju isti dan.) Nema nikakve obaveze.Dobijete vrpce, poslušate ih. Zatim odlučite hoćete li pretplatu nastaviti iliotkazati. Februarsko Vam izdanje ostaje u svakom slučaju.

Najave,navođenja i nuđenja

229

March 26, 2006

Dear Sir/Madam,

I have chosen a few samples of the February edition of ‘Book’s Speech’. The customers who are the fi rst ones to contact us will receive them, if they have not had a chance to see the new edition. I would like you to judge its quality – for free.

I am sure that you will like the changes that we have introduced. ‘Book’s Speech’ now gives you much better book reviews.Besides, the edition now works in Bosnia, under our personal supervision, with the help of professional radio stations and high quality production techniques.

The February edition brings the latest book by Will Carling and Robart Heller –’The Road to Victory’. The book was published two months ago and has already become a success in the literary circles. No wonder! It is a fascinating book, wondrous encounter of two leading minds in the world of sport and enterprise. The two authors are exploring the motivation techniques that can be used to achieve success at work – these are practical, useful ideas that can be used at one’s working place or in business.

I will gladly send you a copy of the February edition free of charge – while there are stocks.

This special off er is for the fi rst ones who contact us. (One of the advantages of the electronic mail is that everyone receives it on the same day). There are no obligations. Then you can decide whethe to subscribe or cancel your subscription. The February editions remains yours in both cases.

Announcements and Off ers

230

Siguran sam u sljedeće - kad sami čujete “Govor knjige”, uvjerit ćete se da jeto ono što Vam treba kako biste uštedjeli vrijeme, iskoristili vrijeme u vožnji,kako biste bili u toku s najnovijim načinima poslovnog razmišljanja i vježbali izmjeseca u mjesec. Dakle, saznajte jesam li u pravu i isprobajte moju ponudu!

Što trebate učiniti? Jednostavno ispunite obrazac na poleđini ovog dopisa ivratite nam ga faksom - prije bilo koga drugog. Ili nam telefonirajte, pozivajućise na broj TB6, ili nam obrazac pošaljite poštom u za to pripremljenojomotnici.

Veselim se Vašem odgovoru. Uvjeren sam da će Vas novi “Govor knjige” oduševiti.

S poštovanjem,Faruk BisićDirektor

Najave,navođenja i nuđenja

231

I am sure about one thing – when you read ‘Book’s Speech’, you will realise that it is what you need to save your time, use the time for driving, so that you can keep up the pace with the latest modes of business thinking, and then you can practice every month. So, fi nd our whether I am right and use my off er!

What should be done? Fill in the form at the back of this letter and return it by fax – before somebody else does! Or you can call the number TB6, or send the form in the enclosed envelope.

I am looking forward to hearing from you soon. I am convinced that you will be delighted with the latest ‘Book’s Speech’.

Sincerely yours,Faruk BisicManager

Announcements and Off ers

Obavijest

Notices

234

9. juni 2006. godine

Predmet: Naša narudžba br. 093kj092

Poštovani gospodine Nuhanović,

hvala na telefaksu od 15. aprila, kojim nam javljate pojedinosti o vremenuisporuke pošiljke.

Sa zadovoljstvom Vam javljam da je paket pronađen. Čini se da je po službenomprestanku radnog vremena skladišta, u 17 sati, paket odložen u drugu sobu,kod kolege, koji je sljedeći dan otišao na odmor.

Puno Vam hvala na brzoj i ljubaznoj usluzi u ovom predmetu.

S poštovanjem,Sead KršlakDirektor nabavke

Obavijest

235

June 9, 2006

The Subject: Our order No. 093kj092

Dear Sir,

I would like to thank you for your fax dated April 15, in which you informed us about the delivery details.

I am happy to inform you that the package has been found. It seems that after the working hours of the warehouse, at 17 o’clock, the package was moved to a colleague’s room, and the colleague went on holiday the next day.

I would like to thank you for your kind assistance in this matter.

Sincerely yours,Sead KrslakSupply Manager

Notices

236

26. mart 2006. godine

Predmet: Naša narudžba br. 219758

Poštovani gospodine Gogić,

čuo sam od svog kolege, da je zbog štrajka Vašeg distributera vrlo malamogućnost da ćete nam isporučiti 50 tuba specijalnog ljepila do 5. juna, uskladu s našom narudžbom od 20. marta.

Prihvatam činjenicu da nemogućnost isporuke u dogovorenom vremenu nijeradi okolnosti koje su pod Vašim nadzorom. Unatoč tome, iz naše je narudžbejasno da nam je vrijeme jako bitno. Stoga sam prisiljen obavijestiti Vas da ćemoiskoristiti svoje pravo poništenja narudžbe ne dobijemo li robu do 9. juna.

S poštovanjem,Tarik Hijena

Obavijest

237

March 26, 2006

The Subject: Our order No. 219758

Dear Sir,

I have heard from my colleague that because of the strike there is little possibility that you might deliver us 50 tubes of special glue by June 5, in accordance with our order dated Marchl 20.

I understand the fact that the impossibility of meeting the deadline for the delivery is not your responsibility. However, time is very important to us. I am forced to inform you that we will use our right to breach the contract if the goods are not delivered by June 9.

Sincerely yours,Tarik Hijena

Notices

238

12. april 2006. godine

Predmet: Softverski paketi

Poštovana Alnesa,

hvala Vam na dopisu od 26. marta, u kojem raspitujete o uvjetima prodajenaših softverskih paketa. Kao našem stalnom kupcu, sa zadovoljstvom Vamnudimo poseban status, koji se sastoji od sljedećeg:

možete kupiti naše proizvode uz popust od 30% na prodajnu cijenu od55 EUR-a. Jednostavno nas nazovite i recite nam svoj broj pod kojim steregistrovani kao kupac: 14386743. Robu koju ne prodate imate nam pravovratiti. Plaćanje će biti u roku od 30 dana od datuma na računu. Robu zakoju želite povrat novca očekujemo u roku od četiri mjeseca od datuma naračunu. Ako na kraju četveromjesečnog razdoblja još uvijek imate robe zaprodaju i želite je nastaviti prodavati, možete produžiti četveromjesečnorazdoblje za još četiri mjeseca. Dovoljno je poslati telefaks našem Odjelu zausluge kupcima, navodeći broj pod kojim ste registrirani kao kupac.

Nadam se da ste zadovoljni našim uvjetima. Imate li bilo kakvih pitanja,molim Vas da me nazovete u bilo koje vrijeme. Želim Vam puno uspjeha uprodaji naših proizvoda.

S poštovanjem,Ivan BrziDirektor prodaje

Obavijest

239

April 12, 2006

The Subject: Software Packages

Dear Madam,

I would like to thank you for your letter dated March 26, in which you are inquiring about the sales conditions for our software packages. It is my pleasure to off er you special status, as our regular customer:

You can buy our products with 30% discount at the price of 55 Euros. You can just call us and tell us your customer number: 14386743. The unsold goods can be returned. The payment deadline is 30 days after the date on the bill. The goods for which you want your money returned are expected 4 months after the date on the bill. If you still have some goods after four months and you want to continue selling them, you can prolong the period for another four months. It is suffi cient to send a fax to our Customer Relationship Department, stating your customer number.

I hope you will be satisfi ed with our conditions. If you have any further questions, please, do not hesitate to call me. I wish you success in selling our products.

Sincerely yours,Ivan BrziSales Manager

Notices

240

9. april 2006. godine

Predmet: Mašine WIDEX O

Poštovani gosodine Jahović,

pronašli smo tri mašine WIDEX O, koji će biti spremni za isporuku u roku 2-3sedmice. Prilažem pojedinosti o modelima. Bio bih Vam zahvalan kada bisteme što hitnije obavijestili koji stroj trebate, jer ih treba kupiti čim se pojave natržištu.

Kao što je dogovoreno, plaćanje mora biti u cijelosti unaprijed.

Trenutno tražimo telefakse i pisaće mašine koji bi mogli biti utovareni uisti kontejner s štamparskim strojem, čime bismo uštedjeli na dodatnimtroškovima prijevoza. Do Vašeg povratka iz Nizozemske moći ću Vas izvijestitio dostupnim količinama.

Prilažem naš prospekt štamparskih proizvoda i unaprijed se radujem Vašimbudućim upitima.

S poštovanjem,Kemal MuratovićDirektor prodaje

Obavijest

241

April 9, 2006

The Subject: Machines WIDEX O

Dear Sir,

We have found three machines WIDEX O, which will be ready for the delivery in 2-3 weeks. I am enclosing the details about the models. I would be grateful if you could inform me which type of the machine you need, because they need to be purchased as soon as they appear on the market.

The payment will be in advance, as we have previously agreed.

We are currently lookinf for faxes and typing machines that could be loaded into the same container with the printing machine, to avoid additional shipment expenses. I will be able to inform you about the available quantity after you return from the Netherlands.

I am enclosing the prospect on printing products and I am looking forward to your further inquiries.

Sincerely yours,Kemal MuratovicSales Manager

Notices

242

24. april 2006. godine

Poštovani gospodine Softić,

hvala Vam na dopisu od 17. aprila, upućenom na adresu našeg generalnogdirektora, koji me je na taj dopis upozorio. Veliko je zadovoljstvo čuti kako svremena na vrijeme rado primate naš promotivni materijal.

Isto tako, bilo mi je žao čuti da ste preplavljeni sinovljevom poštom, koja dolazina Vašu adresu. To se dogodilo jer nas je on jednom zamolio da robu šaljemona Vašu adresu. S druge strane, trebali smo provjeriti je li naš računar u stanjuodvojiti njegovo ime od Vaše adrese.

Željela bih Vam potvrditi da smo ispravili naše podatke tako da će Vaš sinpoštu primati samo na svoju adresu u Vidovdanskoj ulici. Na Vašu adresu binjegove pošiljke trebale dolaziti još otprilike mjesec dana, jer se toliko unaprijedpripremaju, ali nakon toga bi trebale prestati.

Još jednom Vas molim da prihvatite moje isprike zbog uznemiravanja iprouzročenih neugodnosti. Molim Vas da mi se bez ustručavanja obratitebudete li imali bilo kakvih primjedbi ili pitanja.

S poštovanjem,Semira BašićKontrola popisa primatelja poštanskih pošiljki

Obavijest

243

April 24, 2006

Dear Sir,

I would like to thank you for your letter dated April 17, adressed to our Chief Manager, who warned me about the same letter. It is great pleasure to hear that you have been receiving our promotional material occassionally.

Also, I am sorry to hear that you have been receiving large quantities of your son’s mail. It happened because he asked us to send it to your adress. On the onter had, we should check if the computer is capable of separating your name from your adress.

I would like to confi rm that we have corrected your data, so your son will receive his mail only at his adress in Vidovdanska Street. His deliveries will continue coming to your adress for a month, because they are prepared in advance, but after that period they should stop coming.

I am asking you to accept my apologies because fo the inconvenience and misunderstanding. In case you have any further inquiries, please, do not hesitate to contact me.

Sincerely yours,Semira BasicThe Control of the Mail Recepients List

Notices

244

9. juni 2006. godine

Predmet: Naš račun br. ASD 965476

Poštovani gospodine Huskić,Dobili smo obavijest da ste postavljeni za stečajnog upravnika preduzeća KMK d.o.o.

Dana, 12. aprila isporučili smo preduzeću KMK d.o.o. 35 jezičnih udžbenikau vrijednosti 1.009,00 KM . Prema našim uvjetima prodaje pridržavamo pravovlasništva nad robom sve dok se ona u cijelosti ne isplati. Ti su uvjeti napisanina poleđini računa, koju je KMK d.o.o. prihvatio.

Ovim Vas putem obavještavam da želimo ostvariti svoje pravo povrata robe nakoju imamo pravo vlasništva.

Bio bih Vam zahvalan kada biste mi se što prije javili radi dogovora opreuzimanju knjiga.

Očekujemo Vaš poziv.

S poštovanjem,Zakir DelićFinansijski direktor

Obavijest

245

June 9, 2006

The Subject: Our Account No. ASD 965476

Dear Sir,We have been informed that you have been appointed the Manager of the KMK d.o.o. company.

On April 12, we delivered 35 language schoolbooks to KMK d.o.o., 1.009,00 KM of value. According to our sales conditions, we retain the property right until the whole sum is paid. These conditions are written of the back of the account, and KMK accepted these conditions.

I would like to inform you that we are going to exercise our right to claim the goods to be returned.

I would appreciate it if you could contact me as soon as possible to arrange the return of the books.

I am looking forward to hearing from you soon

Sincerely yours,Zakir DelicFinancial Manager

Notices

246

11. maj 2006. godine

Predmet: Dospjelo dugovanje

Poštovana gospodo,

šaljemo Vam podroban ispis računa za koje plaćanje treba stići do krajamjeseca. Kao što smo Vam već javili, od danas obustavljamo dostavu robe posvim Vašim narudžbama.Želite li spriječiti taj korak, molimo Vas da provjerite priloženi popis i javitenam imate li bilo kakvih pitanja ili nas izvijestite o razlozima zbog kojih nemožemo očekivati plaćanje.Molimo Vas da mi se slobodno obratite za bilo kakve daljnje obavijesti.

U očekivanju Vaše pomoći srdačno Vas pozdravljam.

S poštovanjem,Hakija KulenovićDirektor fi nansija

Obavijest

247

May 11, 2006

The Subject: The Debt

Dear Sir,

I am sending you a detailed account list for the payment that should arrive by the end of the month. As we have already informed you, we will stop any further deliveries of your orders.

If you want to prevent that action, please check the enclosed list and contact us if you have any questions or inform us about the reasons why the payment has not been done.

In case you have any further inquiries, please, do not hesitate to contact me.

In expecting your assistance, best regards.

Sincerely yours,Hakija KulenovicFinancial Manager

Notices

248

26. april 2006. godine

Predmet: Račun: 8765kjjuz87 (Datum: 10.03.06., Iznos: 58,98 KM )

Poštovani gospodine Tutić,u ozbiljnom ste zakašnjenju s plaćanjem po našem računu. Imate li bilo kakvoopravdanje za kašnjenje s uplatom, rado ćemo čuti o čemu se radi.

Ako nam se ne javite po prijemu ovog dopisa ili ne dobijemo uplatu gornjegiznosa u roku od 7 dana, nećete nam ostaviti nikakav izbor, te ćemo se moratiobratiti našem agentu za naplatu duga, koji će poduzeti odgovarajuće korake ucilju naplate ovoga dugovanja.

Jako nam je žao što smo morali donijeti ovu odluku, te Vam predlažemo dasmjesta osigurate plaćanje.

Ukoliko ste dug platili u posljednjih nekoliko dana, molimo Vas da ovaj dopiszanemarite.

S poštovanjemKsenija MuhićKontrola naplate

Obavijest

249

April 26, 2006

The Subject: Account No.: 8765kjjuz87 (Date: 10.03.06., Amount: 58,98 KM )

Dear Sir,You are seriously late with your mapyment onto our account. If you have any explanations for being late with your payment, we would be glad to hear about it.

If you do not contact us after receiving this letter, and if you do not pay the whole amount within seven days, we will have no choice but to contact our agent for debt payment, who will take further measures concerning your debt.

We are very sorry we were forced to make such a decision, so we suggest that you make payment immediately.

In case you have paid the debt in the previous few days, you should disregard this letter.

Sincerely yours,Ksenija MuhicPayment Control

Notices

250

17. maj 2006. godine

Predmet: Konačni zahtjev za plaćanje 5.099,00 KM

Poštovana gospodo,

sa žaljenjem primjećujemo da niste odgovorili na naše prethodne podsjetnikeo dospijeću plaćanja gore navedenog duga kojeg imate prema našempreduzeću.

Nadali smo se da će se ovaj nesporazum moći riješiti prijateljski, bez uplitanjatreće strane, nego pomanjkanje saradnje s Vaše strane čini to nemogućim tesmo stoga odlučili ustati tužbom protiv Vas pred sudom.

Stoga Vas molimo da ovaj dopis shvatite kao našu službenu obavijest o namjeripokretanja sudskog postupka. Nakon ove, neće slijediti nikakve daljnjeobavijesti.

S poštovanjem,Milan TokićFinansijski direktor

Obavijest

251

May 17, 2006

The Subject: Final request for the payment of 5.099,00 KM

Dear Sir,

We are sorry you have not replied to our previous warnings about the payment of the debt you have towards our company.

We were hoping to sovle this matter in a friendly manner, without the third party involved, but the lack of cooperation on your side made it impossible, so we are forced to start a law suit against you.

I am asking you to understand this letter as an offi cial notice about our intention to start a law suit. After this, there will be no further notices.

Sincerely yours,Milan Tokic Financial Manager

Notices

252

13. maj 2006. godine

Poštovana gospođo Vrabac,hvala Vam na povratu našeg obrasca za otvaranje kreditnog računa (odgođenogplaćanja).

Sa zadovoljstvom Vam mogu javiti da Vam je otvoren kreditni račun na 17.000,00 KM kao što ste tražili. Molimo da obratite pažnju na nekoliko važnihobavijesti u vezi s našim poslovanjem:

1. Naše radno vrijeme je od ponedjeljka do petka od 8.30 do 16.30.2. Narudžbe se šalju poštom u roku od tri radna dana. To znači da se narudžba

koju dobijemo do 12 sati u ponedjeljak dostavlja u četvrtak.3. Moguće je tražiti i dostavu idući dan, uz naplatu dodatnog troška.4. U svakoj pošiljci dostavlja se podroban opis robe, bez cijena.5. Računi se šalju u isto vrijeme kad i roba i često stižu prije same pošiljke.6. Osoba kojoj se možete obratiti u našem odjelu prodaje je Radmila Savić; svi

naši zaposlenici mogu primiti telefonsku narudžbu.7. Donja vrijednost pošiljke za koju je poštarina uključena u cijenu je 1.980,00

KM, iako nema donje granice vrijednosti narudžbe. Za pošiljke manjevrijednosti naplaćivat će se poštarina.

Molim Vas da mi se slobodno obratite budu li Vam potrebne kakve dodatneobavijesti.

S poštovanjem,Taib DemirovićGlavni direktor

Obavijest

253

May 13, 2006

Dear Madam,I would like to thank you for returning our form for opening a credit account (deferred payment).

I am glad to inform you that your account with the amount of 17.000,00 KMhas been opened. I am asking you to pay attention to a few important notices concerning our business:

1. Our working hours are 08:30 to 16:30 from Monday to Friday.2. The deliveries are sent by mail within three days. In meand that the order we

receive at 12 o’clock on Monday is delivered on Thursday. 3. It is possible to ask the goods to be delivered the next day, with additional

expenses.4. In each delivery, there is a detailed description of the goods, without prices.5. The bills are sent at the same time as the commodities and they usually

arrive before the commodities.6. The person that you can contact in our Sales Department is Radmila Savic.

All our employees can accept an order by phone.7. The bottom limit of the order with mail expenses included is 1.980,00 KM,

and there are no top limits to our orders. For smaller orders, we charge the mail expenses.

In case you have any further inquiries, please, do not hesitate to contact me.

Sincerely yours,Taib DemirovicChief Manager

Notices

254

30. mart 2006. godine

Predmet: Priloženi račun br.84921

Poštovani Nuhanović,

znam da nije mnogo ugodno dobiti od nas račun na iznos 6.900,00 KM, ali usvakom zlu ima i dobra, a ovaj put to je ušteda od gotovo 1.000,00 KM.

Kako? Sve što morate učiniti je platiti 6.900,00 KM u roku od sedam radnihdana od datuma na računu i to je sve što ćete morati platiti. Neće biti višeneugodnih zahtjeva od nas, a uštedit ćete i prilično novaca.

Ne dobijemo li uplatu gornjeg iznosa u roku sedam dana, morat ćete namplatiti cjelokupni iznos od 6.900,00 KM.

Nadamo se da ćete nam platiti sad ili za 30 dana.

S poštovanjem,Semir JamakovićFinancijski direktor

Obavijest

255

March 30, 2006

The Subject: The enclosed bill No. 84921

Dear Sir,

I know it was not pleasant to receive a bill amounting to 6.900,00 KM from us, but every evil has some good in it, so the saved sum will be almost 1.000,00 KM this time.

How? All you have to do is pay 6.900,00 KM within seven working days from the date on the bill and that is the whole sum you will have to pay. There will be no unpleasant requests from us, and you will save certain sum of money.

If we do not receive the payment of the above-mentioned amount within seven days, you will have to pay 6.900,00 KM.

I hope that you will pay either now or in thirty days.

Sincerely yours,Semir JamakovicFinancial Manager

Notices

256

14. april 2006. godine

Predmet: Požar u našoj tvornici

Poštovana gospođo Mišković,

kao što znate, nedavni je požar u našoj tvornici uništio većinu robe koja je unašem skladištu čekala otpremu kupcima.

Vjerujemo da ćemo u roku dva tjedna dobiti naknadu štete od osiguranja.Nažalost, dok se zahtjev za naknadu štete ne riješi, nećemo moći platiti nitijednom od naša četiri dobavljača. Čim nam se šteta nadoknadi, izvršit ćemouplatu na cjelokupni iznos dugovanja.

Nadam se da ćete imati razumijevanja za našu nevolju i da ćete nam pomoći dase postupno opet vratimo u uobičajene uvjete poslovanja.

S poštovanjem,Enes AlihođićVoditelj prodaje

Obavijest

257

April 14, 2006

The Subject: The fi re in our factory

Dear Madam,

As you already know, the fi re in our factory destroyed most of the products in our warehouse that was waiting to be delivered to our customers.

I believe that we will receieve the insurance compensation within two weeks. Unfortunaly, until our damage request is resolved, we will noy be able to pay any of our four suppliers. When we receieve the compensation, we will be able to pay the whole sum of our debt.

I hope you understand our inconvenience and that you will help us to gradually return to the usual business conditions.

Sincerely yours,Enes AlihodzicSales Leader

Notices

258

18. maj 2006. godine

Predmet: Otpuštanje viška zaposlenika

Kao što znate, zamolili smo da se do petka, 10. maja, jave dobrovoljci koji bipristali na sporazumni raskid Ugovora o radu.

Javila nam se jedna osoba, s kojom smo se dogovorili o uvjetima dobrovoljnograskida Ugovora o radu. Drugih dobrovoljaca nije bilo. Kao što sam spomenuou svom dopisu od 1. maja, moramo smanjiti broj radnih mjesta za četiri, kako bise poslovanje moglo nastaviti.S obzirom na okolnosti, morat ćemo izabrati joštroje ljudi, čiji će Ugovori o radu biti otkazani. Smatrao sam da će najpoštenijebiti da to budu oni koji su najkraće u preduzeću.

Uskoro ću lično razgovarati s nekima od Vas, no želi li bilo ko razmisliti omogućnosti dragovoljnog raskida Ugovora o radu, molim da mi se odmahjavi.

S poštovanjem,Faruk RotićGlavni direktor

Obavijest

259

May 18, 2006

Subject: Firing Redundant Employees

As you already know, we have asked the volunteers to contact us by Friday, May 10, to agree on the conditions of breaching the employment contract.

One person has contacted us, and we have agreed on the conditions of breaching the employment contract. There have been no other volunteers. As I mentioned in my letter on May 1, we will have to reduce the number of working places for four, to be able to continue with work. Considering the circumstances, we are forced to choose three more employees, whose Emploment Contracts will cease. I considered it the fairest option to make redundant the employees with the shortest working experience in this company.

I will personally speak with some of you, but in case somebody would like to discuss the conditions of breaching the employment contract, please, do not hesitate to contact me.

Sincerely yours,Faruk RoticChief Manager

Notices

260

25. april 2006. godine

Predmet: Kredit

Poštovani Damire,

sa zadovoljstvom Vam javljam da Vam je preduzeće odobrilo beskamatnupozajmicu u iznosu 750,00 KM za kupovinu godišnje karte prijevoz na posaoi s posla. Ovaj će Vam se iznos odbijati od plate u 12 mjesečnih rata.

Napustite li preduzeće u sljedećih 12 mjeseci, morat ćete vratiti ostatak duga.

Molim Vas da potpišete priloženi obrazac, kako bismo Vam na temelju togadoznačili sredstva.

S poštovanjem,Hamid TurkovićFinancijski direktor

Obavijest

261

April 25, 2006

The Subject: The Credit

Dear Sir,

We are glad to inform you the the company has granted you a loan without any interest rates at the amount of 750,00 KM for buying the annual transport ticket to and from work. This amount will be taken off your salary in the next 12 months.

If you leave the company in the next 12 months, you will have to pay the rest of the debt.

I am asking you to sign the enclosed form, so that we could signify the means according to that.

Sincerely yours,Hamid TurkovicFinancial Manager

Notices

262

7. maj 2006. godine

Predmet: Korištenje naknade za porodiljnii dopust

Poštovana Lejla,hvala Vam što ste mi javili da ste trudni – mnogo mi je drago zbog Vas i nadamse da će sve proteći u najboljem redu.

Pitali ste me, također, imate li pravo na naknadu porodiljskog dopusta.Provjerio sam kakva su pravila i mogu Vam javiti sljedeće:

Petnaest sedmica prije poroda morate kod nas biti zaposleni barem 26 sedmica.Morate biti trudni 11 sedmica prije očekivanog datuma poroda (ili već do tada roditi). Morate nam pružiti medicinsku dokaz da je termin poroda barem 21dan prije nego počne Vaš porodiljski dopust.

Vaša prosječna sedmična naknada ličnog dohotka ne smije biti manja odnajnižeg doprinosa za zdravstveno osiguranje, što u je u Vašem slučajuispunjeno.

Vaša naknada za porodiljski dopust bit će 90% Vaše sedmične naknade ličnog dohotka u trajanju od 6 sedmica. Nakon toga primat ćete naknadu porodiljnogdopusta prema uobičajenoj stopi, u trajanju od 12 sedmica.

Imate se pravo vratiti na posao u roku od 29 sedmica nakon rođenja djeteta,ako nas o danu povratka izvijestite pismeno, 21 dan unaprijed.

Nadam se da je ovo dovoljno dobro pojašnjenje, no budete li imali bilo kakvihdaljnjih pitanja, molim Vas da mi se javite.

S poštovanjem,Edhem KljajićVoditelj kadrovske službe

Obavijest

263

May 7, 2006

The Subject: Using the Maternity Leave Compensation

Dear Madam,I would like to thank you for informing me about your pregnancy. I am happy for you and I hope everything will be all right.

You have also asked me to inform you whether you have the right to use the Maternity Leave Compensation. I have checked and I can give you the following information:

Fifteen weeks before the birth of your baby you have to have 26 weeks of employment in our company.

You have to be pregnant eleven weeks before the expected date (or deliver your baby by then).

You have to provide the medical proof that your delivery date is 21 days before your maternity leave starts.

Your average weekly compensation for your salary must not be lower that minimum medical insurance, which in you case in fulfi lled.

Your Maternity Leave Compensation will amount to 90% of your weekly compensation for your salary in the period of 6 weeks. After that, you will receive the regular compensation for the period of 12 weeks.

You are entitled to return to work 29 weeks after you deliver your baby, if you inform us about your return 21 days in advance.

I hope I have provided you with suffi cient information. In case you have any further inquiries, please, do not hesitate to contact me.

Sincerely yours,Edhem KljajicPersonnel Manager

Notices

264

3. maj 2006. godine

Predmet: Promjena cijena

Poštovani Tanasić,razmotrili smo promjene cijena naših proizvoda za sljedećih 12 mjeseci. Uprilogu ovom dopisu dostavljamo Vam primjerak cjenovnika s promjenamakoje će stupiti na snagu 12. maja.

Kad smo razmatrali promjene, kritički smo se osvrnuli na cijene našihkonkurenata na tržištu, kao i na našu strategiju cijena. Drago mi je što mogu reći da naša strategija, koja omogućava odličan asortiman proizvoda, popovoljnim cijenama i boljom vrijednošću no što je nude naši konkurenti, ostajenepromijenjena. Nastojimo povećanje cijene održati na razini infl acije, iako jecijena nekih proizvoda povećana za oko 10%. To su vodeći proizvodi na tržištui sigurni smo da im povećana cijena neće ugroziti položaj.

Svakako bismo rado čuli povratnu informaciju o reakciji naših kupaca napromjene cijena. Ne zaboravite, imate pravo odobriti posebne popuste u skladus ugovorom.

S poštovanjem,Jakub KišićDirektor marketinga

Obavijest

265

May 3, 2006

The Subject: The Price Change

Dear Sir,We have considered the change in the prices of our products within the next 12 months. We are enclosing the pricelist sample with the changes that will come into force on May 12.

While we were revising the changes, we took a critical look at the prices of our competitors on the market, as well as onto our price strategy. I am glad to say that our price strategy remains unchanged, which enables a great product assortment, at acceptable prices and better value that our competitors. We are trying to keep our price increase at the infl ation level, although the prices of some products will be increased for 10%. These are the leading products on the market and this increased price will not put their position in danger.

We would like to have the feedback about the reaction of our customers to the price changes. Do not forget, you have the right to approve of special discounts in accordance with the contract.

Sincerely yours,Jakub KisicMarketing Manager

Notices

266

25. juni 2006. godine

Predmet: Povlačenje praška za puding iz prodaje

U tri vrećice našeg praška za puding otkriveni su sićušni komadići gume.Smjesta smo poduzeli neophodne korake i povukli iz prodaje sve vrećice praškaza puding koje nose serijski broj 234/867 na gornjem rubu.

Od Ministarstva zdravstva dobili smo potvrdu da komadići gume, zbog svojeveličine, ne predstavljaju nikakvu opasnost za one koji su već konzumiralipuding iz ove serije. Naša odluka o povlačenju proizvoda s tržišta mjeraje predostrožnosti, kojom bismo željeli uvjeriti naše kupce i partnere umaloprodajnoj mreži da nam je cilj na tržište slati samo proizvode najboljegkvaliteta. Molimo da nam se potrošači i trgovci jave sa svojim pitanjima nabesplatni broj 034564123.

Molimo sve koji su kupili vrećicu pudinga s gore navedenim serijskim brojemda istu odmah vrate u trgovinu, gdje će dobiti povrat novca. Napominjemo dase ova greška javlja samo u ovoj seriji proizvoda i ni u jednoj drugoj.

S poštovanjem,Asim PruščakDirektor kvaliteta

Obavijest

267

June 25, 2006

The Subject: Withdrawal of the Pudding Powder from Sale

Tiny rubber particles were discovered in three bags of our pudding powder. We immediately took the necessary measures and withdrew from sale all the pudding powder bags with the serial number 234/867 at the top corner.

We have received the confi rmation from the Ministry of Health that these rubber particles, because of their size, do not represent any danger for those who have consumed the product already. Our decision to withdraw the pudding powder is a precaution measure, to ensure our customers and partners that our aim is to send the best products onto the market. We are asking the consumers and the salesmen to contact us on our free phone number 034564123.

We are asking those who have already purchased the bags with the above-mentioned serial number to return them to the shops, where they will have their money returned. We are emphasising that this mistake was found only with the bags with this serial number.

Sincerely yours,Asim PruscakQuality Manager

Notices

268

29. mart 2006. godine

Poštovani,željeli bismo Vas ovim dopisom izvijestiti da smo promijenili žiroračun.

Naš novi broj žiroračuna glasi:

ASD Bank d.d.Vlasnik računa: Glumex d.o.o.Broj poslovnice: 65-00-12Broj računa: 89125110.

S poštovanjem,Mario FetićVoditelj računovodstva

Obavijest

269

March 29, 2006

We would like to inform you that we have changed our bank account.

Our new bank account is:

ASD Bank d.d.Account Owner: Glumex d.o.o.Department No: 65-00-12Account No: 89125110.

Sincerely yours,Mario FeticAccountancy Leader

Notices

270

27. april 2006. godine

Predmet: Sklopni prstenovi – naša narudžba br. 2176450

Poštovani gospodine Mustafi ć,

prilažem narudžbu za kupnju 500 sklopnih prstenova prema našem dogovoru,te Vas ujedno želim upozoriti na naše standardne rokove i uvjete, koji se nalazena poleđini narudžbe.

Datum isporuke nam je vrlo važan, jer ćemo morati zaustaviti proizvodnju nedobijemo li tražene dijelove na vrijeme.

Dostavnica koja ide uz pošiljku, kao i račun, moraju sadržavati tačan brojnarudžbe, kako bismo mogli platiti na vrijeme.

Naš rok plaćanja je 60 dana, što znači da plaćanje pada krajem mjeseca u kojem ističe 60 dana od isporuke robe, odnosno od naručenog datuma isporuke,ovisno o tome koji je od ta dva datuma kasniji.

Također bih Vam skrenuo pažnju na odredbe o garanciji i osiguranju od štete.

Nadam se da su Vam ovi uvjeti prihvatljivi, te se radujem dugoj i uspješnoj saradnji s Vašim preduzećem.

S poštovanjem,Kerim LivnjakPomoćnik voditelja nabavke

Obavijest

271

April 27, 2006

The Subject: Joint Rings – Our Order No. 2176450

Dear Sir,

I am enclosing the order for purchasing 500 joint rings according to our agreement, and I would like to warn you about the standard deadlines and conditions, written on the back of our order.

The deliver date is very important to us, because we would have to stop the production if we did not receive the necessary parts.

The delivery paper as well as the bill have to contain the exact order number, so that we could pay on time.

Our payment deadline is 60 days, which means that it expires at the end of the month in which the 60 days after the delivery expire, depending on the condition which of these dates comes later.

I would like you to pay attention to the guarantee and the insurance from damage clauses.

I hope that these conditions are acceptable and I am looking forward to our cooperation.

Sincerely yours,Kerim LivnjakSupply Leader Assistant

Notices

272

3. juni 2006. godine

Predmet: Izmjena rokova i uvjeta

Poštovani gospodine / gospođo,

željela bih Vas upoznati s promjenom rokova i uvjeta koja će se primjenjivatina sve narudžbe koje dobijemo počevši od 15. juna nadalje.

Sve dostavnice uz robu isporučenu na našu adresu moraju sadržavati tačanbroj narudžbe. To će nam omogućiti bržu obradu dokumentacije i spriječitikašnjenja u plaćanju.

Hvala Vam na saradnji i razumijevanju.

S poštovanjem,Selma GoranićVoditeljica računovodstva

Obavijest

273

June 3, 2006

The Subject: The Change in Deadlines and Conditions

Dear Sir/Madam,

I would like to inform you about the change in deadlines and conditions that will be applied to all the orders starting from June 15.

All the delivery forms for the goods delivered at our adress have to contain the exact order number. It will enable faster data processing and prevent late payments.

Thank you for your cooperation and understanding.

Sincerely yours,Selma GoranicAccountancy Leader

Notices

274

27. april 2006. godine

Predmet: Narudžba br. 712219

Poštovana Denisa,

molim Vas da dostavite 500 kartonskih kutija u naše skladište u Mostaru.Adresa je:

Tina Ujevića880000 Mostar

Pošiljka bi trebala biti upućena “Na ruke Mahira Bašića, voditelja skladišta”.

S poštovanjem,Hanka NuhanovićDirektorica nabave

Obavijest

275

April 27, 2006

The Subject: The Order No. 712219

Dear Madam,

I am asking you to deliver 500 cardboard boxes to our warehouse in Mostar. The adress is:

Tin Ujevic88 000, Mostar

The delivery should be adressed to ‘Mahir Basic, Warehouse Manager’.

Sincerely yours,Hanka NuhanovicSupply Manager

Notices

276

25. april 2006. godine

Predmet: Narudžba broj 901243

Poštovana Kerima,

jučer smo dobili Vašu pošiljku s 500 kartonskih kutija.

Nakon prebrojavanja dostavljenih kutija naš je voditelj skladišta ustanovio manjak od 49 kutija.

Molim Vas da nam ostatak pošaljete što prije.

S poštovanjem,Mirna HasićVoditeljica ureda

Obavijest

277

April 25, 2006

The Subject: The Order No. 901243

Dear Madam,

We received your delivery with 500 cardboard boxes yesterday.

After counting the delivered boxes, our Warehouse Leader realised that 49 boxes were missing.

I am asking you to send us the remaining boxes as soon as possible.

Sincerely yours,Mirna HasicDepartment Manager

Notices

278

7. maj 2006. godine

Predmet: Naša narudžba br. SA8120

Danas smo od Vas dobili 20 okruglih stolova prema našoj narudžbi br. SA8120.Otpakovali smo ih u uočili da je sedam stolova od mahagonija, umjesto od bukovine, kako smo naručili. Molim da nam u zamjenu dostavite sedamstolova od bukovine i da dođete po ove od mahagonija.

Ne preuzimamo nikakvu odgovornost za gubitke ili štetu nastalu na stolovimaod mahagonija dok su oni u našim prostorijama.

S poštovanjem,Damira FakićDirektorica poslovnice

Obavijest

279

May 7, 2006

The Subject: Our order No. SA8120

Dear Madam,

We have received 20 round tables from you today according to our order No. SA8120.As we unpacked them we realised that seven tables are made of mahogany, instead of oak tree, as we have ordered. I am asking you to deliver seven oak tree tables and take the mahogany ones.

We are not responsible for any damage or loss of the mahogany tables while they are in our offi ces.

Sincerely yours,Damira FakicDepartment Manager

Notices

280

13. april 2006. godine

Predmet: Odgovor na zahtjev za velikim škarama

Poštovani gospodine Osmanagić,

na temelju Vašeg nedavnog razgovora s našim predstavnikom, GoranomTeskeređićem, o velikim škarama šaljemo Vam cjenovnik naših proizvoda, jervjerujemo da je naša linija Rezika, na strani 6, upravo ono što tražite.

Kao što ćete vidjeti, za škare raspona 42 cm cijena je 34,50 KM, od čega seoduzima uobičajeni popust.

Na žalost, trenutno nemamo nikakvu sliku upravo ovog proizvoda, ali gospodinTeskeređić će Vam moći poslati uzorak na Vaš zahtjev.

Trebate li kakve dodatne obavijesti, molim Vas da nam se javite bez imaloustručavanja.

S poštovanjem,Nedim Mioć

Obavijest

281

April 13, 2006

The Subject: Our response to the request for big scissors

Dear Sir,

Due to your recent conversation with our representative, Goran Teskeredjic, about big scissors, we are sending you the pricelist of our products, because we believe that our line Rezika, on page 6, in exactly what you are looking for.

As you can see, the price of the scissors with 42 cm span is 34,50 KM, and on the price you have the usual discount.

Unfortunately, we have got no photos of this product, but Mr Teskeredjic can send you a sample if you are interested.

If you have any further inquiries, please, do not hesitate to contact me.

Sincerely yours,Nedim Mioc

Notices

282

8. april 2006. godine

Predmet: Narudžbe broj 54210 i 65190

Poštovana Sandra,

bojim se da je naš fi nansijski direktor obustavio isporuku gore navedenihnarudžbi zbog poteškoća s plaćanjem. Prošle Vam je sedmice poslao faks radidva zakašnjela plaćanja, ali nije dobio odgovor.

Vaše sam narudžbe obradila jer želim da budu spremne za isporuku čim za to dobijem odobrenje. Međutim, odobrenje neću dobiti sve dok se postojećiproblem ne riješi. Možete li bilo šta napraviti?

Očekujući Vaš odgovor srdačno Vas pozdravljam.

S poštovanjem,Merima VejzovićDirektorica prodaje

Obavijest

283

April 8, 2006

The Subject: Our OrdersNo. 54210 and 65190

Dear Madam,

I am afraid that our manager has ceased the delivery of the above-listed orders due to some payment diffi culties. Last week, I sent you a fax about two late payments and you have not replied.

I have processed your orders because I want them to be ready for delivery as soon as I get the approval. However, I will not get the approval until the present problem is solved. Could you do anything about this inconvenience?

I am looking forward to hearing from you soon.

Sincerely yours,Merima VejzovicSales Manager

Notices

284

TELEFAKS PORUKA

PRIMA: Mubera HasanspahićŠALJE: Sanel DemirovićDATUM: 8. maj 2006. godine

Predmet: Vaš faks od 7. aprila 2006. godine

Poštovana gospođo Hasanspahić,

prvo mi dozvolite ispriku što ovako kasno odgovaram na Vaš faks. Glavnidirektor i ja smo bili na službenom putu u inozemstvu.

Vaš će račun broj CP25648 biti u cijelosti plaćen u ponedjeljak, kad očekujemodoznaku na isti iznos od Ferdinanda Ramosa iz preduzeća Marco Leathers Inc.Znamo da je njihova uplata izvršena danas.

Razlozi našeg kašnjenja su zamorni i složeni. Bit će dovoljno reći da će Vamuplata biti izvršena u ponedjeljak te da ćemo Vam kopiju virmana poslatifaksom kako bismo to potvrdili.

Bude li se bilo koji sljedeći račun “izgubio u sistemu”, molim Vas da mi se bezustručavanja javite, a ja ću nastojati problem najhitnije riješiti.

Srdačan pozdravSanel DemirovićDirektor fi nancija

Obavijest

285

FAX MESSAGE

Recepient: Mubera HasanspahicSender: Sanel DemirovicDate: May 8, 2006

The Subject: Your fax dated April 7, 2006

Dear Madam,

Would you allow me to apologize for a late reply to your fax? The Chief Manager and I were on a business trip abroad.

Your bill No. CP25648 will be paid in whole on Monday, when we expect the same amount from Ferdinand Ramos from the company Marco Leathers Inc. We know that they have made the payment today.

The reasons for our late payment are complex. It is enough to say that you will receive the payment on Monday and we will send you the copy of the bill to confi rm that.

In case our next bill is ‘lost in the system’, I am asking you to contact me and I will try to solve the problem as soon as possible.

Sincerely yours,Sanel DemirovicFinancial Manager

Notices

286

10. maj 2006. godine

Predmet: Prijedlog za preseljenje ureda

Poštovana Merima,

kao što znate, već neko vrijeme radimo u skučenim, i ponekad teškim uvjetima,zbog toga što nam obim poslovanja raste. Već nekoliko sedmica tražimo noviprostor, ali do sada nismo našli ništa pogodno, te smo se obratili agenciji zapromet nekretninama s molbom da nam nađe odgovarajući prostor.

Naš su prvi izbor kancelariski prostori u središtu grada, ali isto tako, pogledatćemo i bilo koji prostor u krugu od 10 km od grada. Strogo ćemo se držatikriterija da bilo koji poslovni prostor izvan gradskog središta mora biti na linijijavnog prijevoza, kako bismo omogućili onima koji žive u gradu da do novihprostorija lahko dođu.

To je zasad sve što smo napravili u vezi s izborom novog poslovnog prostora,ali ja ću Vas obavijestiti čim se dogodi nešto novo.

S poštovanjem,Suad VelađićGlavni direktor

Obavijest

287

May 10, 2006

The Subject: The Suggestion to Move the Offi ces

Dear Madam,

As you already know, we have been working in diffi cult conditions, because our business is expanding. We have been looking for a new space for a few weeks and we have not found anything suitable, so we have contacted the real estate agency with the request to fi nd us suitable space.

Our fi rst choice are the offi ce buildings in the centre, but we will also consider the offi ce 10 Km away from the city. We will be strict in our request that any offi ce buildings outside the city will have to be near the local public transport, so as to enable those living in the city to reach us easily.

That is everything I can tell you about the choice of our new working space, and I will inform as soon as I have any news.

Sincerely yours,Suad VeladjicChief Manager

Notices

Obavještenje

Notifi cation

290

8. april 2006. godine

Poštovani gospodine Bešić,

ne dobivam često tako uvredljive dopise. Odgovorit ću Vam na pitanja, usprkosVašem neugodnom tonu.

Shvatam da je Vaš dopis posljedica frustracije zbog toga što naručenu robu nistedobili smjesta. Jako smo ponosni na to što svu naručenu robu, koju imamo nazalihama, isporučujemo najkasnije u roku od 28 dana. Naše prosječno vrijemeisporuke je puno kraće, samo devet radnih dana. Ali postoje situacije, kao u Vašem slučaju, kada je potražnja za robom puno veća nego što smo moglipredvidjeti. U takvim okolnostima jednostavno bismo robu ponovo naručili idostavili Vam je za dvije sedmice. Međutim, kad roba dolazi iz uvoza, kašnjenjamogu biti znatno veća. To su okolnosti koje su Vas toliko uvrijedile.

Činimo sve što je u našoj moći kako bismo robu nabavili i isporučili Vam je.Uvjeravam Vas da iznos koji nam dugujete nećemo naplatiti sve do dana kadaVam robu pošaljemo. Pritužbe uvijek shvaćamo ozbiljno i na sve smo spremniodgovoriti. Shvaćam da ste uzrujani zbog ove situacije, ali molio bih da svabuduća prepiska između nas bude u primjerenijem tonu.

S poštovanjem,Damir RotićGeneralni direktor

Obavještenje

291

April 8, 2006

Dear Sir,

I do not receive such insulting letters very often. I will answer your questions, despite your unpleasant tone.

I understand that your letter is the consequence of the frustration because you did not receive the goods right away. We are very proud of the fact that we deliver all the ordered goods, that we have in store, within 28 days. Our average delivery time is much shorter,only 9 working days. However, there are situations, as in your case, when the demand is much greater than we expected. In such circumstances, we would simply order the goods and deliver them to you within two weeks. But the goods are imported and the delays are greater. These are the circumstances that insulted you so much.

We are doing everything that is in our power to obtain the goods and deliver them to you. I am assuring you that the amount of money that you owe us will not be have to paid until the day when the goods are delivered. We understand all the complaints very seriously and we are ready to answer all the questions. I understand that you are upset because of this situation, and I would kindly ask you to continue our correspondence in a more appropriate tone.

Sincerely yours,Damir Rotic Chief Manager

Notifi cation

292

28. april 2006. godine

Poštovani Rundek,

hvala Vam što ste me upozorili na to da je moj radni uspijeh manji odočekivanog.

Nakon mog prikaza teškoća s kojima se suočavamo, možda ćete shvatiti našunepriliku, te ćemo moći porazgovarati o mogućim rješenjima.

Ove ste godine u prodaju uveli novi asortiman kancelariskog namještaja,namijenjen dijelu tržišta s većom kupovnom moći. Kao što znate, našezastupništvo do sada je uglavnom radilo s tržištem manje kupovne moći.Obzirom da ste iz prodaje povukli jeftiniju liniju “Marlonia” i zamijenili jeskupljim dizajnom “Attica”, naši su se kupci odlučili za druge proizvođače, kojiim nude bolju vrijednost za njihov novac. Vaš je prethodnik bio upoznat s mojimsumnjama u planove za liniju Attica, a sad smo suočeni s posljedicama.

Na njemačkom je tržištu utakmica vrlo oštra. Kupci očekuju rješenja kojaće odgovarati njihovim potrebama, velik izbor boja i isporuku u roku od tritjedna. Vi niste u stanju udovoljiti mnogim posebnim zahtjevima. Nudite izborod samo tri boje, a uobičajeno je vrijeme dostave osam sedmica. Nije nikakvoiznenađenje to što sada prodajemo 20% manje nego prošle godine.

Mislim da bi za Vas bilo korisno kad biste mi se pridružili u obilasku nekolikokupaca i lično se uvjerili kako reaguju kupci na našem tržištu. Tada bismomogli porazgovarati o tome što nam je činiti.

S poštovanjem,Neven SakićGlavni direktor

Obavještenje

293

April 28, 2006

Dear Sir,

I would like to thank you for warning me that my working success is not as good as expected.

After I explain the diffi culties we are encountering, maybe you will undertstand our situation, and we could discuss the possible solutions.

This year you introduced a new assortment into the sales of the offi ce furniture, intended for the customers with greater purchase power. As you know, our representatives have been working with customers with smaller purchase power. Considering the fact that you withdrew for sale the line Marlonia and replaced it with more expensive design Attica, our customers have chosen other producers, who off er them better value for their money. Your predecessor was acquainted with my doubts concerning the line Attica, and now we are facing the consequences.

The competition on the German market is very tough. The customers expect solutions to suit their needs, a wide range of colours and delivery within two weeks. You are not capable of satisfying their special needs. You off er only three colours, and the usual delivery time is eight weeks. It is not surprising that we are selling 20% less that we did last year.

It would be useful if you could join me and visit a few customers so that you can get personally acquainted with the customers’ reaction on our market. Then we could discuss what needs to be done.

Sincerely yours,Neven SakicChief Manager

Notifi cation

294

17. maj 2006. godine

Predmet: Račun broj 249768879

Poštovani gospodine Lerić,

hvala Vam za dopis od 15. aprila, kojim nam javljate da je naš račun uprekoračenju za 989,00 KM. Izvinjavam se što smo to previdjeli.

Umjesto jedne direktne uplate preduzeću RS Leasing d.d. u iznosu od 1.009,00KM, koju smo predvidjeli u martu, izvršena su dva plaćanja. Pogreška jenastala zbog toga što se radi o novoj transakciji, za koju plaćanje nije izvršenona vrijeme.

Danas smo uplatili iznos od 908,00 KM za pokriće minusa na računu.

S poštovanjem,Slađan BurovićFinansijski direktor

Obavještenje

295

May 17, 2006

The Subject: Our Account No. 249768879

Dear Sir,

I would like to thank you for your letter dated May 15, in which you are informing us that our account is overdue 989,00 KM. I would like to apologize since we disregarded this fact.

Instead of one direct payment to the company RS Leasing in the amount of 1.009,00 KM ( as we planned in March), two payments were done. The mistake was to due the new transaction, for which the payment was not done on time.

We have paid 908,00 KM to cover the minus on our account today.

Sincerely yours,Sladjan BurovicFinancial Manager

Notifi cation

296

18. decembar 2005. godine

Poštovani Suneel,

dostavljamo Vam predračune za papir koji ste tražili. Žao mi je što Vam ihnismo mogli poslati ranije, ali morali smo utvrditi što sve podrazumijevajupravila o akreditivu s važenjem od 90 dana, koje je izdala Središnja bankaNigerije.

Vjerujemo da će većina banaka u Europi platiti “a vista” na osnovi neopozivih ipotvrđenih akreditiva, ali će zaračunati kamate za razdoblje od 90 dana. Stogasmo dodali 3% na Vašu proviziju od 10%. Ako nam naplate manje od 3%,razliku ćemo Vam vratiti. Međutim, naplate li nam više, dodatni ćemo trošak odbiti od Vaših 10%. Nadam se da Vam je ponuda prihvatljiva.

Cijene rezervnih dijelova i laminatnih materijala poslat ćemo Vam sljedećitjedan, jer još uvijek čekamo cijenu za jedan od tih proizvoda.

Veselim se što ću Vas vidjeti tokom Vaše sljedeće posjete Hrvatskoj.

S poštovanjem,Darko ŠpilekDirektor odjela izvoza

Obavještenje

297

December 18, 2005

Dear Sir,

We are sending you the pre-account for the papers that you asked for. I am sorry we could not send it earlier, but we had to ensure what the Acreditive Rules with 90 day guarantee meant, which was issued by the Middle Bank of Nigeria.

I believe that most banks in Europe will pay ‘a vista’ on account of unconditonal and confi rmed acreditives, but they will include the interest rate for 90 days. So we added 3% to your 10% provision. If they charge us less than 3%, we will pay you back the rest. However, if they charge us more, we will take the additional expense of your 10%. I hope that this off er is acceptable.

The prices of the spare parts and the laminat material will be sent next week, since we are still waiting for the prices of these products.

I am looking forward to seeing you during your next visit to Croatia.

Sincerely yours,Darko SpilekImport Department Manager

Notifi cation

298

20. april 2006. godine

Predmet: Računovodstveni softvare Ace

Poštovani gospodine Denis,

hvala na dopisu od 10. marta. Ispričavam se zbog kašnjenja u odgovoru, dokojeg je došlo zbog toga što me nekoliko sedmica nije bilo u kancelariji.

Žao mi je što Vam se ne sviđa način na koji reklamiramo svoje proizvode. Kaošto vjerojatno pretpostavljate, ne slažem se s tvrdnjom da zavaravamo ljudesvojim porukama. Moramo uspostaviti ravnotežu između prenošenja jasneprodajne poruke i pokrivanja svih kuteva. Objašnjavanje svakog “ako” i “osim” reklamni bi letak učinilo manje jasnim i krajnje dosadnim. Svi se naši proizvodiprodaju na ogled. To znači da nam ih svaki kupac, koji misli da proizvod neodgovara njegovim ili njezinim očekivanjima, ili koji ga jednostavno više neželi pošto ga je vidio / vidjela, može brzo i jednostavno vratiti.

Što se tiče Vaše zadnje primjedbe, puno promišljanja i profesionalne ekspertizeuloženo je u izradu ovih proizvoda, tako da i nestručna osoba može donijetiodluku o tome “koji su dijelovi osjetljivi” i kada pozvati profesionalca upomoć.

Iako je jasno da se ne slažem s većinom sadržaja Vašeg dopisa, ipak sam Vamzahvalan što ste se potrudili napisati ga, a mi smo Vaše komentare uzeli u obziri pažljivo preispitali svoj način reklamiranja.

S poštovanjem,Rusmir MartinovićDirektor

Obavještenje

299

April 20, 2006

The Subject: The Accounting Software ACE

Dear Sir,

I would like to thank you for your letter dated March 10. I am apologizing for a late answer, which was due to the fact that I have been absent from my offi ce for a few weeks.

I am sorry you do not like the way we advertise our products. As you presume, I do not agree that we are misleading people with our messages. We have to achieve the balance between a clear selling message and to cover all the corners. Explaining every ‘if’ and ‘besides’ would make the advertisemens boring and less clear. All our products are sold on trial. It means that every customer, who is not satisfi ed with the products, or simply does not want it after he/she has seen it, can return it simply and quickly.

Concerning your last objection, a lot of thought and professional expertise has been invested into the production of these items, so a non-professional person cannot judge ‘how sensitive the parts are’ and when a professional needs to be summoned.

Although it is clear I do not agree with most of the content of your letter, I am grateful to you, because you took the eff ort to write it, and we took all your comments into account and re-examined our advertising style.

Sincerely yours,Rusmir MartinovicManager

Notifi cation

Odbijanje

Refusal

302

FAKS PORUKA

PRIMA: Hana Mustafi ć Zanus d.d Broj faksa: 38734711009

ŠALJE: Vanes Demirović

Predmet: Prekoračenje roka plaćanja

Jutros sam nazvao Vaše računovodstvo kako bih upitao kad će biti plaćeninaši računi iz februara. Na moje veliko zaprepaštenje, predloženo mi je da ihkompenziramo s Vašim računima ispostavljenim nama, koji još nisu dospjelina naplatu. Mislio sam da bih Vas o tome trebao obavijestiti.

Sljedeću sam poruku poslao Mahiri Omerović, koja je zatražila ove podatke:

“U prilogu dostavljam kopiju naše narudžbe broj 101687, nakon koje jeuslijedio Vaš račun D4/09210. Iz narudžbe je vidljivo da plaćanje podliježeroku od trideset dana od dana slanja računa, kako je dogovoreno s gospodinomAdmirom Jukanom.”.

Datum slanja računa bio je 28.12.2005. Dakle, račun još uvijek nije dospio zaplaćanje.

Odbijeanje

303

FAX MESSAGE

Recepient: Hana Mustafi ć Zanus d.d Fax No.: 38734711009

Sender: Vanes Demirović

The Subject: Overdue Payment

I contacted you accountancy this morning to ask when our February bills will be paid. To my surprise, they suggested that we compensate them with your bills delivered to us, which have not been paid yet. I think you should have informed me about that.

I sent the following message to Mahira Omerovic, who asked for these data:

‘I am enclosing the copy of our order No. 101687, which preceded our bill No. D4/09210. It is clear that the payment should be done within 30 days from the dtae on the bill, as previously agreed with Mister Asim Jukan.’

The date on the bill was 28/12/2005. So, the bill has not been paid yet.

Refusal

304

Plaćanja koja potražujem od Zanus-a jesu po računima izdanim 11.11.2005.Prema uvjetima koje je Zanus potpisao (kopija u prilogu), plaćanje je trebalobiti izvršeno 30 dana nakon tog datuma. Danas, 82 dana kasnije, uplata namjoš uvijek nije stigla.

Tražili ste od mene da dug koji Riwella d.o.o. ima prema Zanus-u prebijems dugom koji Zanus ima prema Riwelli d.o.o.. To ne mogu prihvatiti. Zanuskasni s plaćanjem, dok dug koji Riwella d.o.o. ima prema Zanus-u još uvijek nije dospio za naplatu.

Pridržavam pravo da se prema uvjetima naplate odnosim na isti način kao štose prema njima odnosi Zanus.

Bio bih Vam zahvalan kad biste se pobrinuli da nam se Vaše dugovanje smjestaplati.

Zanus se pokazao vrlo neredovitim platišom. U posljednjih godinu danaponekad je trebalo i 100 dana da bi se pojedini računi platili.

Pozdrav,Vanes DemirovićDirektor fi nansija

Odbijeanje

305

The payment I am asking from Zanus are according to the bill 11/11/2005. According to the conditions that Zanus signed ( a copy enclosed), the payment should be done 30 days after this date. Today, 82 days later, the payment has not done done yet.

You asked me to level the debt that Riwella d.o.o. has towards Zanus with the debt that Zanus has towards Riwella d.o.o. I cannot accept that. Zanus is late with its payment, whereas Riwella’s debt is not due to be paid yet.

I am adhering to my right to treat the payment conditions in the same way as Zanus does.

I would be grateful if you took some measures for this debt to be paid.

Zanus has proven itself a very irregular payer. In the last years, it even took 100 days for some bills to be paid.

Sincerely yours,Vanes DemirovicFinancial Manager

Refusal

306

17. april 2006. godine

Poštovani gospodine Firić,

hvala Vam na dopisu od 3. aprila, u kojem se raspitujete imamo li potrebe zaupošljavanjem ličnog sekretara.

Nažalost, sva su radna mjesta popunjena. Vaš ćemo dopis zadržati u našojkartoteci i javiti Vam se ako se okolnosti promijene.

S poštovanjem,Jasna TutićOdjel kadrovskih poslova

Odbijeanje

307

April 17, 2006

Dear Sir,

I would like to thank you for your letter dated April 3, in which you are inquiring about our need to employee a personal secretary.

Unfortunately, all the positions are occupied. We will keep your letter in our database and contact you in case of any changes.

Sincerely yours,Jasna TuticPersonnel Department

Refusal

308

22. april 2006. godine

Poštovani gospodine Salčin,

hvala Vam na Vašoj molbi za mjesto upravnika poštanskog odjela.

Nažalost, moram Vam javiti da Vas ovom prigodom, nakon pažljivograzmatranja, nismo uzeli u uži izbor za razgovor, jer smo dobili molbe drugihkandidata, čije iskustvo više odgovara našim potrebama.

Koristim prigodu da Vam zahvalim za zanimanje koje ste pokazali za našepreduzeće i zaželim Vam puno sreće u budućnosti.

S poštovanjem,Pašić KenanVoditelj kadrovskog odjela

Odbijeanje

309

April 22, 2006

Dear Sir,

I would like to thank you for your appeal for the position of the Manager of the Postal Department.

Unfortunately, after serious consideration, I have to inform you that you have not been one of the selected candidates. We have received many other applications and their experience is more suitable for our needs.

I would like to thank you for the interest you have shown for our company and I wish you all the best in the future.

Sincerely yours,Kenan PasicPersonnel Leader

Refusal

310

16. maj 2006.godine

Predmet: Vaš prijedlog

Poštovana Merjem,

želio bih ovim dopisom odgovoriti na Vaš prijedlog da se u organizacijskustrukturu našeg preduzeća uvede sloj srednjeg rukovodstva koje bi poboljšalokomunikaciju između najvišeg vrha preduzeća i njegovih zaposlenika.

Razmotrili smo ovu zamisao na našem zadnjem sastanku Upravnog odbora, alismo odlučili da je, nažalost, ne možemo prihvatiti. Naša je strategija zadržatibroj rukovodnih slojeva na najmanjoj mogućoj razini, jer vjerujemo da seodluke donose brže kad je broj rukovodnih slojeva manji. Stoga smo smatralida bi prihvaćanje Vašeg prijedloga, koji je sigurno potaknut vrlo zdravimmotivima, u svakodnevnom radu usporilo donošenje poslovnih odluka.

To ne znači da ne želimo nastaviti razmišljati o tome kako poboljšatikomunikaciju u preduzeću, naročito između rukovodnog osoblja i zaposlenika,te ćemo svaki Vaš prijedlog o tome vrlo pažljivo razmotriti.

S poštovanjem,Nevzet BerbićDirektor

Odbijeanje

311

May 16, 2006

The Subject: Your Suggestion

Dear Madam,

I would like to reply to your suggestion to introduce the middle management to the organizational structure of our company in order to improve the communication between the top management and our employees.

We discussed this idea at the last meeting of the Executive Board, but we decided that we cannot accept it. Our strategy is to retain the number of managerial position at its lowest because we believe that the decisions are made more easily if the managerial level is smaller. Therefore, we considered your suggestion, although inspired by very healthy motives, would disable quick decision making in the future.

It does not imply we will not continue thinking about the ways how to improve the communication in our company, especially between the managerial staff and the employees, so we will consider any suggestions very seriously.

Sincerely yours,Nevzet BerbicManager

Refusal

Otvaranje i otkaz

Opening and Firing

314

25. maj 2006. godine.

Poštovani gospodine Karić,

hvala Vam na zahtjevu za otvaranje kreditnog računa (odgođeno plaćanje).Sa zadovoljstvom Vas obavještavamo da smo Vam račun otvorili pod brojem015376472.

Molim Vas da provjerite tačnost Vaše adrese, te da nas izvijestite o bilo kakvojpromjeni.

Gornja granica kredita na Vašem računu iznosi 13.000,00 KM, a odgodaplaćanja je 30 dana. Budete li svoje račune plaćali na vrijeme i budete liudovoljavali našim uvjetima kreditiranja, na Vašu ćemo molbu ponovorazmotriti Vaš kreditni status.

Imate li bilo kakvih pitanja u vezi naših uvjeta prodaje, neke ćete odgovore naćina poleđini većine naših dokumenata. Osim toga, naše će Vam računovodstvovrlo rado odgovoriti na bilo koje pitanje.

Gospodin Edin Bajramović, voditelj prodaje za Vaše područje, obaviješten jeda smo Vam otvorili kreditni račun.

S poštovanjem,Edita HalilovićVoditeljica računovodstvene službe

Otvaranje i otkaz

315

May 25, 2006.

Dear Sir,

I would like to thank you for your request to open a credit account(delayed payment). I inform you with pleasure that your account has been opened under the No. 015376472.

I would like you to check if your adress is correct and to inform us about any changes.

The upper credit limit on your account is 13, 000 KM and the delayed payment is 30 days.If you pay all your bills on time and if you satisfy all our credit conditions, we will reconsider your credit status at your request.

In case you have any further questions regarding our sale conditions, you will fi nd the answers at the back of most of our documents. Besides, our accountants will be happy to answer all your questions.

Mister Edin Bajramovic, the Sales Manager for your area, is informed about the fact that we have opened a credit account for you.

Sincerely yours,Edita HalilovicSupply Leader

Opening and Firing

316

7. juli 2006.

Poštovani gospodine Alispahić,

upravo reorganiziramo naš računovodstveni odjel i stoga bismo željeli otvoritijoš jedan tekući račun, s kojeg ćemo plaćati sve naše dobavljače. Postojećitekući račun broj 629523 koristit ćemo za druge transakcije.

Molim Vas da s našeg računa broj 629523 prebacite 100.000,00 KM na našnovi račun. Potpisnici novog računa bit ćemo Amna Hasanspahić i ja. Vi većimate primjerak mojeg potpisa, a u prilogu ovog dopisa dostavljam Vam potpisAmne Hasanspahić. Na čekovima će biti potrebna oba potpisa.

Molim Vas da mi pošaljete čekovnu knjižicu.

S poštovanjem,Edis ŠljivoFinansijski direktor

Otvaranje i otkaz

317

July 7, 2006.

Dear Sir,

We have just reorganised our accountancy department and we would like you to open another current account, from which we could pay all your suppliers. There is the credit account No. 629523, which we will use for other transactions.

I would like you to transfer form our account No. 629523 10, 000 KM to the new account. Amna Hasanspahic and I will sign the new account. You already have a sample of my signature, and I am enclosing Amna’s signature, too. You will need both signatures on your checks.

I am asking you to send us the check book.

Sincerely yours,Edis SljivoFinancial Manager

Opening and Firing

318

21. maj 2006. godine

Poštovani gospodine Halilović,

našim ugovorom od 27. aprila dogovoreno je da ćete nam dostaviti 50 tubaspecijalnog ljepila najkasnije do 20.maja.

Budući da ih do tog datuma nismo dobili, smjesta otkazujemo narudžbukoristeći svoje pravo navedeno u ugovoru.

S poštovanjem,Duraković JasminDirektor nabavke

Otvaranje i otkaz

319

May 21, 2006.

Dear Sir,

In our agreement dated April 27, you should have delivered 50 tubes of the special glue by May 20.

Since we have not received it by that date, we are canceling the order using our right from the agreement.

Sincerely yours,Durakovic JasminSupply Manager

Opening and Firing

320

24. mart 2006. godine.

Predmet: Neopravdani izostanak s posla

Poštovana gospođo Idrizović,

primili ste dva pismena upozorenja zbog neopravdanog izostanka s posla. Dalismo Vam mogućnost da popravite svoje ponašanje, ali usprkos tome, odlučiliste izostati još jedan dan s posla, a da za to niste imali odobrenje.

Bilo Vam je jasno dano do znanja da je izostanak bez odobrenja vrlo ozbiljnokršenje radne discipline. Obzirom da ste odlučili oglušiti se na upozorenja izprethodnih dopisa, nemamo drugog izbora već otkazati Vam Ugovor o radu, aodluka o tome stupa na snagu odmah.

Prema uvjetima Vašeg Ugovora o radu, trebali bismo Vam dati otkazni rok od mjesec dana. Umjesto toga, obzirom na okolnosti, dat ćemo Vam četirisedmične plaće.

S poštovanjem,Mirnes JašarevićVoditelj kadrovskih poslova

Otvaranje i otkaz

321

March 24, 2006.

Subject: Unexcusable absence from work

Dear Madam,

You have received two written warnings because of unexcusable absence from work. We have given you an opportunity to improve your behaviour, but in spite of that, you have decided to be absent from work one more day, without any approval.

It was clear to you that your absence was a serious breaking of the working discipline. Since you have decided to ignore the warnings from the previous letters, we have no other choice but to cancel the job contract, and the decision comes into force immediately.

According to your working conditions, we should give you a fi ring period of one month. However, we will give you four weekly salaries instead.

Sincerely yours,Mirnes JasarevicPersonnel Leader

Opening and Firing

322

15. mart 2006. godine.

Poštovani gospodine Alić,

15. marta u 13.30 zatečeni ste kako u uredu glavnog direktora neovlaštenokoristite lozinku da biste pristupili osobnim spisima u računaru glavnogdirektora. Znali ste da se radi o povjerljivim i osjetljivim podacima i da imniste smjeli pristupiti.

Istoga dana smjesta smo Vas poslali kući i suspendirali na 24 sata, te smoVas pozvali da se nakon toga vratite i objasnite svoje ponašanje. Na sastankuodržanom 13. aprila tvrdili ste da ste željeli posuditi računar kako biste napisalidopis, jer je Vaš računar bio privremeno neupotrebljiv. Niste mogli pružitidokaz u obliku dopisa kojeg ste, navodno, pisali. Provjerili smo Vaš računar inismo našli nikakvu grešku. Osim toga, u blizini Vašeg ureda bila su barem tridruga računara koja ste mogli koristiti. Osim toga, računar u uredu glavnogdirektora tačno bilježi vrijeme unošenja lozinke za pristup ličnim podacima.Taj zapis pokazuje da je pristup ličnim podacima odobren između 13.19 h i13.33 h. Tu lozinku imaju pravo znati jedino glavni direktor i njegova ličnasekretarica. Niti jedno od njih nisu taj dan bili u zgradi.

Izigrali ste naše povjerenje i odgovornost koju naše preduzeće očekuje od šefaodjela. Vaši su postupci uveliko su prešli granice onoga za što ste potpisaliUgovor o radu, te se mogu smatrati vrlo ozbiljnim kršenjem radne discipline.Stoga, nemamo drugog izbora, no donijeti odluku o jednostranom prekiduVašeg Ugovora o radu, a odluka stupa na snagu odmah.

S poštovanjem,Mirza KljajićDirektor kadrovskih poslova

Otvaranje i otkaz

323

March 15, 2006.

Dear Sir,

At 13:30 on March 15 you were caught in Chief Manager’s offi ce using the password without authorisation to access the personal fi les in the Manager’s computer. You knew that these were trusty and sensitive data and that you should not have accessed them.

You were sent home the same day and suspended for 24 hours, and then you were asked to come back and explain your behaviour. At the meeting held on April 13, you claimed that you wanted to borrow that personal computer in order to send a letter, because your computer was out of order. You could not enclose the mentioned letter as a proof. Besides, there are three computer near your offi ce that you could have used. The computer in Chief Manager’s offi ce records that exact time when someone uses the password to access personal data. That record shows that access was given between 13:19 and 13:33. Only the Manager and his personal secretary know that password. Neither one of them was in the building that day.

You have betrayed our trust and the responsibility expected from a department leader. Your action has exceeded the limits signed in the job contract so they can be considered serious breaking of the working discipline. We have no other choice but to make a one-sided decision about the breaking of the contract, and it comes into force immediately.

Sincerely yours,Mirza KljajicPersonnel Manager

Opening and Firing

324

10. mart 2006. godine.

Predmet: Naš ček broj 164352

Poštovani gospodine Pašić,

ovim dopisom potvrđujem da želimo poništiti ček broj 164352 (od 5. februara2006.) na iznos od 2376,76 km, koji je izdan u korist poduzeća ITG d.o.o.Poznato mi je da za poništenje čeka zaračunavate 5,72 KM, te da ćete taj iznosnaplatiti s našeg računa.

Kao što sam Vam spomenuo u jutrošnjem telefonskom razgovoru, čini se dase ček izgubio u pošti. Umjesto njega izdat ćemo zamjenski ček (broj 120653)na isti iznos.

Molim Vas da potvrdite poništenje čeka.

S poštovanjem,Mensur BjelakFinancijski direktor

Otvaranje i otkaz

325

March 10, 2006.

Subject: Our check No. 164352

Dear Sir,

I confi rm with this letter that we would like to cancel our check No. 164352(dated February 15, 2006) at the amount of 2376,76 KM, issued at the interest of the company ITG d.o.o. I am familiar with the fact that you charge 5,72 KM for canceling a check, and that that amount will be deducted from our account.

As I mentioned in our telephone conversation this morning, it seems that the check was lost in the mail. We will replace it with the check No. 120653 at the same amount.

I would like you to check the cancellation of the check.

Sincerely yours,Mensur BjelakFinancial Manager

Opening and Firing

326

04. juni. 2006. godina.

Predmet: Vaša povreda odredbi Pravilnika o sigurnosti na radu

Poštovani gospodine Selman,

04. juna treći put ste primijećeni bez zaštitne kacige u području tvornice ukojem se odvijaju građevinski radovi.

12. aprila i 15. maja jasno Vam je rečeno da nenošenje zaštitne kacige u područjutvornice u kojem se odvijaju radovi čini povredu Pravilnika o sigurnosti naradu.

15.maja upozoreni ste da će Vam se otkazati Ugovor o radu prekršite li ponovoPravilnik o sigurnosti na radu.

Dobili ste prigodu da popravite svoje ponašanje, ali ste iznova zanemariliupozorenja. Obzirom na te okolnosti, nemamo drugog izbora već Vam otkazatiUgovor o radu, a odluka stupa na snagu danas. Dobit ćete otpremninu u iznosujedne mjesečne plaće.

S poštovanjem,Miralem SpahićDirektor kadrovskih poslova

Otvaranje i otkaz

327

June 4, 2006.

Subject; Your violation of the rules regarding the working safety

Dear Sir,

On June 4, you were noticed for the third time not wearing the protective helmet in the factory in which the building work is done.

On April 12 and May 15 you were told that not wearing the helmet within the factory in which the building work is done is considered a serious violation of the working safety.

On May 15, you were warned that we will cancel the job contract if you violate the rules from the Rulebook again.

You have had an opportunity to improve your behaviour, but you have disregarded the warnings. Considering the circumstances, we have no other choice but to cancel the job contract, and the decision comes into force today. You will be given the compensation at the amount of one monhtly salary.

Sincerely yours,Miralem SpahicPersonnel Manager

Opening and Firing

Poslovna pisma

328

Podsjećanje

Reminding

330

Faks poruka

Prima: Damir HodžićŠalje: Elvis Slatina, računovodstvoDatum: 22. maj. 2006. godine

Predmet: Naš račun br. 115689 od 11. 02. 05.

Naš račun broj 115689 od 11.02.05., koji se odnosi na Vašu narudžbu brojAL2158, trebao je biti plaćen najkasnije do kraja aprila.Do danas nismo primili uplatu. Je li došlo do kakvih poteškoća kojih nismosvjesni?Ako ne, molimo Vas da smjesta izmirite dugovanje po gore navedenomračunu.

Zahvaljujem,Elvis Slatina

OVA PORUKA SADRŽI 1 STRANICU. MOLIMO JAVITE TELEFONOM ILIFAKSOM AKO JE BILO KOJA STRANICA NEČITKA!

Podsjećanje

331

Fax Message

Recepient: Damir HodzicSender: Elvis Slatina, AccountancyDate: May 22, 2006.

Subject: Our account No. 115689 dated 11.02.05.

Our account No. 115689 dated 11.02.05., concidering your order No. AL2158, should have been paid by the end of April at the latest.We have not received the payment yet. Are there any diffi culties that we are not aware of?If not, please do the payment by the above mentioned account.

Many thanks,Elvis Slatina

THIS MESSAGE CONTAINS ONE PAGE. PLEASE CONTACT US BY PHONE OR BY FAX IN CASE THE PAGE CANNOT BE READ!

Reminding

332

Predmet: Dozvola za pristup radnom mjestu

Poštovani Kurspahić,

izdana Vam je dozvola za pristup radnom mjestu na kojem ćete rukovati opremom za zavarivanje. Dozvola važi do 30. novembra 2006.

Želio bih Vas podsjetiti na to da ne smijete obavljati nikakav drugi posao osim onog koji je opisan u vašoj dozvoli. Bude li došlo do promjene radnih zadataka,prvo treba izmijeniti opis u Vašoj dozvoli, odnosno poništiti staru, a izdatinovu dozvolu.

Prihvatanjem dozvole za pristup na radno mjesto, prihvatili ste odgovornost zasigurno rukovanje opremom i strojevima unutar granica važenja vaše dozvole.Ne smijete dozvoliti da Vas bilo ko nagovori na kršenje uvjeta propisanihVašom dozvolom.

S poštovanjem,Mahir JusićVoditelj proizvodnje

Podsjećanje

333

Subject: Access permit to the workplace

Dear Sir,

You have issued an access permit to the workplace where you will be working with the welding equipment. The permit is valid until November 30, 2006.

I would like to remind you that you are not authorised to do any other work apart from the one listed in your permit. In case of any changes in the work tasks, we should fi rst change the description in your permit, annul the old permit and issue a new one.

By accepting the access permit to the workplace you have accepted the responsibility for safe handling of the equipment and the machines inside the limits of your permit. You cannot allow anyone to talk you into breaking the conditions enlisted in your permit.

Sincerely yours,Mahir JusicProduction Leader

Reminding

Potvrda

Confi rmation

336

6. juni 2006. godine

Predmet: Odjelni rezač papira

Poštovani gospodine ,

potvrđujem narudžbu jednog odjelnog rezača papira, broj modela 321819, pocijeni od 532,00 KM+ PDV.

Ova narudžba podliježe sljedećim uslovima:

1. Rezač za strogo povjerljive dokumente do 5. razine sigurnosti. 2. Ima kapacitet rezanja 8 listova papira od 70g koje reže na trake dimenzija

0.8 x 0.12 mm.3. Roba mora biti dostavljena najkasnije do 30. juna.

Osim gore navedenih, primjenjuju se svi ostali uobičajeni rokovi i uvijeti.

S poštovanjem,Samid RamićVoditelj nabavke

Potvrda

337

June 6, 2006.

Subject: The Department Paper Cutter

Dear Sir,

I am confi rming the order of one paper cutter for the department, the model No. 321819, at the price of 532, 00 KM + PDV.

This order is subject to these conditions:

1. The cutter is for strictly confi dential document up to the 5, level of safety.

2. It has the capacity of cutting 8 pages of paper weighing 70 g, by cutting them into strips 0.8 x 0.12 mm.

3. The commodities should be delivered by June 30.

Apart from the above-listed, we apply the usual deadlines and rules.

Sincerely yours,Samid RamicSupply Manager

Confi rmation

338

12. februara 2006. godine

Predmet: Odjelni rezač papira Rust

Poštovani gospodine Šarić,

hvala Vam na Vašem današnjem telefonskom pozivu.

Potvrđujem da je cijena odjelnog rezača Rust, broj modela 20630MSC, 4.500,00KM bez PDV-a i dostave. Imamo samo jedan primjerak ovog modela u skladištui, kao što sam obećala, stavila sam ga na stranu da čeka Vašu narudžbu. Čuvatćemo ga još pet radnih dana, od datuma na ovom dopisu. Ne primimo li Vašupismenu narudžbu u tom roku, proizvod ćemo vratiti u prodaju.

Unaprijed se radujem Vašoj narudžbi.

S poštovanjem,Sanela IskarPomoćnica voditelja prodaje, Uredski pribor

Potvrda

339

February 12, 2006.

Subject: The Department Paper Cutter Rust

Dear Sir,

I would like to thank you for your telephone call this morning.

I confi rm that the price of the cutter for the department, model No. 20630MSC, is 4, 500 KM without PDV and delivery. We have only one sample of this model in the warehouse, and as I promised, I put it aside to wait for your order. We will keep it fi ve more working days since the date on this letter. If we do not receive your written order by that day, we shall adhere to our right to put the product back into sale.

I am looking forward to your order.

Sincerely yours,Sanela IskarSales Manager’s Assistant, Offi ce Equipment

Confi rmation

340

8. augusta 2006.

Predmet: Časopis E12

Poštovani Drago,dozvolite mi da vas ukratko podsjetim na dogovor koji smo postigli s časopisomIT.

Dogovorili smo se o zakupu cijele oglasne stranice 12 puta u toku sljedećegodine. Sedam od 12 oglasa bit će u prvoj polovini časopisa, a preostalih 5 uprve tri četvrtine.

Svaki oglas u prvoj polovini časopisa koštat će 1.200,00 KM. Svaki oglasobjavljen u prve tri četvrtine časopisa koštat će 1.000,00 KM.

Urednik časopisa ima pravo odlučiti u kojem mjesecu će oglas staviti naodređeno mjesto, no to neće imati utjecaja na sveukupni odnos.

Ukoliko bi časopis, iz bilo kojeg razloga, pomakao položaj oglasa, to će sesmatrati samovoljnim činom, a ne jednim iz dogovorenog niza oglasa. Zatakav će oglas biti plaćeno samo 250,00 KM.

Mi ćemo zadržati apsolutnu kontrolu nad kopijom koja se objavljuje, poduvjetom da je u skladu s Kodeksom oglašivačkih standarda.

Svi su ovi uvjeti dogovoreni usmeno s časopisom E12. Molim Vas da sve oveuvjete potvrdite pismeno (naročito kaznenu odredbu).

Molim Vas da me nazovete u slučaju bilo kakvih nejasnoća, te da mi za mojuarhivu dostavite kopiju dopisa koje ćete uputiti časopisu E12.Puno hvala.

S poštovanjem,Mina SirićDirektorica marketinga

Potvrda

341

August 8, 2006.

Subject: Magazin E12

Dear Sir,I would like to remind you about the contract that we have with the magazine IT.

We agreed to lease a complete advertising page 12 times during the next year. Seven out of twelve ads will be in the fi rst half of the magazine, and the other fi ve will be in the fi rst three quarters.

Every ad in the fi rst half will cost 1.200,00 KM. Every ad in the fi rst three quarters of the magazine will cost 1.000,00 KM.

The magazine should decide in what month to put the ad in the certain place, which does not aff ect the overall relationship.

If the magazine, due to any reason, moves the position of the ad, it will be considered a wilful act, and not one of the agreed lines of ads. For such an ad only 250,00 KM will be paid.

We can keep absolute control over the copy that is published, under the condition that it is in accordance with The Advertising Standards Codex.

All of these conditions are orally agreed with the magazine IT. I am asking you to confi rm these conditions in writing( especially the penalty clause).

In case of any misunderstanding please do not hesitate to contact me and I am asking you to send me the copy of the letter you will send to the magazine IT.

Many thanks.

Sincerely yours,Mina SirićMarketing Manager

Confi rmation

342

22. April 2006.

Predmet: Objekt (Jošanička 1, Tuzla)

Poštovani Samire,potvrđujem sadržaj našeg današnjeg razgovora.

Obvezujemo se povećati našu ponudu sa 200.000,00 KM na 250.000,00 KM zakupovinu građevinskog objekta u Jošaničkoj 1, Tuzla. Dodatni iznos nudimopod uvjetom da se Ping d.o.o. obaveže na odricanje od svog dijela prije potpisaugovora, i to pod uvjetom da ugovor o kupoprodaji potpišemo najkasnije do8. maja.

Vjerujem da je Ping d.o.o. već prihvatio ovaj dogovor, da su rokovi izvšenjarealni, te da ćemo imati dovoljno vremena za pripremu potrebnih dokumenata.Stoga sam našem advokatu dao nalog da izvrši procjenu objekta.

Nadam se da je ovo pravilan sažetak našeg dogovora i da će prodaja teći unajboljem redu.

S poštovanjem,Nanad KomarDirektor

April 22, 2006.

Potvrda

343

Subject: Object (Jošanićka 1, Tuzla)

Dear Sir,I am confi rming the contents of our coversation today.

We should increase ou off er from 200.000,00 KM to 250.000,00 KM for buying the object under construction in Jošanićkoj 1, Tuzla. The additional amount is off ered under the condition that Ping d.o.o. comits itself to reject its share before the agreement is signed, and under the condition that the purchasing contract is signed by May 8.

I believe that Ping d.o.o. has already accepted this agreement, that the deadlines are realistic, and that we will have enough time to prepare the necessary documents. I have given instructions to our lawyer to estimate the object.

I believe that this is the correct summary of our agreement and that the purchase will be all right.

Sincerely yours,Nanad KomarManager

Confi rmation

344

21. avgust 2006.

Poštovana Aida,

kao što smo se jutros dogovorili, ovim dopisom potvrđujem našu zajedničkuodluku da ne produžimo Vaš Ugovor o radu nakon kraja sljedećeg mjeseca.Vaš zadnji dan rada bit će 30. septembar.

Nadam se da nećete nikoga lično okriviti zbog toga što Vaš Ugovor o radune možemo produžiti nakon tromjesečnog probnog perioda. Zadaća prodajeoglasnog prostora telefonom nikad nije lahka. Iako ste Vi u njeno obavljanjeuložili puno truda, čini se da će Vam to područje uvijek predstavljati poteškoću.Vaša namjera da potražite posao u nekom drugom području marketinga, kojeće zahtijevati manje prodaje nepoznatim ljudima, vjerojatno će više odgovaratiVašim vještinama i težnjama. Bilo bi mi drago kad bismo u našem preduzećuimali mogućnost zapošljavanja u marketingu, jer bismo Vam takav posaozacijelo ponudili.

Bude li Vam trebao kakav dopis preporuke, rado ću Vam ga napisati i preporučitiVas kao osobu izuzetno dobrog karaktera i ponašanja. Nadam se da Vam je jasno da bismo u takvom dopisu spomenuli i to kako smatramo da bilo kakavposao koji ima veze s prodajom nepoznatim ljudima ne bi bio dobar za Vas.

Koristim prigodu da Vam zaželim svako dobro u budućnosti.

S poštovanjem,Sabina ČengićDirektorica marketinga

Potvrda

345

August 21, 2006.

Dear Madam,

As we agreed this morning, I am confi rming our mutual off er not to prolong your job contract after the end of this month. Your last working day will be September 30.

I hope that you will not personally blame anyone because after the three-month period your contract could not be prolonged. The task of selling the advertising space by phone is by no means easy, and although you have invested a lot of eff ort in doing it, it seems that that area has always been a diffi culty for you. Your intention to search for a job in some other marketing area, which will require lees selling to unknown people, will probably suit your skills and aspirations. I would be glad if our company had the possibility in marketing recruiting, because we would certainly off er you a job.

If you need any references, I would be glad to write them and recommend you as a person of good character and behaviour. I hope that it is clear to you that we would mention the fact that any kind of communication wiht unknown people would be diffi cult for you.

I am using this opportunity to wish you all the best in the future.

Sincerely yours,Sabina ČengićMarketing Manager

Confi rmation

346

11. decembar 2005.

Poštovana gospođo Ligas,

hvala Vam na Vašoj molbi za radno mjesto operatera na računaru.

Upravo razmatramo sve pristigle molbe i javit ćemo Vam se ponovo za nekolikodana.

S poštovanjem,Dijana FiskalVoditeljica kadrovske službe

Potvrda

347

December 11, 2005.

Dear Madam,

I would like to thank you for your application for the position of a PC operator.

We are examining the incoming applications and we will inform you in a few days time.

Sincerely your,Dijana FiskalPersonnel Leader

Confi rmation

348

22. januar 2005.

Predmet: Prodaja poduzeća JKP „RAD“ Maglaj d.o.o.

Ovim dopisom potvrđujem da je u srijedu, 15. januara, potpisan ugovor oprodaji poduzeća JKP „RAD“ Maglaj d.o.o. poduzeću JKP „KOMUNALAC“Maglaj d.o.o. JKP „RAD“ Maglaj d.o.o. više neće biti samostalno društvo, većće poslovati kao dio poduzeća JKP „KOMUNALAC“ Maglaj d.o.o.

JKP „KOMUNALAC“ Maglaj d.o.o. preuzeo je sve Ugovore o radu. Svi uvjeti iprava koja proizlaze iz sadašnjih Ugovora u radu ostat će nepromijenjeni.

S poštovanjem,Senad RepuhGlavni direktor

Potvrda

349

January 22, 2005.

Subject: The selling of the company JKP „RAD“ Maglaj d.o.o.

With this letter we are confi rming that on Wednesday, January 15, the contract was signed to sell the company JKP „RAD“ Maglaj d.o.o. to the company JKP „KOMUNALAC“ Maglaj d.o.o. JKP „RAD“ Maglaj d.o.o. will not be independent commercial society, it will do business as part of the company JKP „KOMUNALAC“ Maglaj d.o.o.

JKP „KOMUNALAC“ Maglaj d.o.o. has taken over all the job contracts. All the conditions and rights in the present job contracts will remain unchanged.

Sincerely yours,Senad RepuhChief Executive

Confi rmation

350

21. oktobar 2005.

Poštovani Mirko,ovim dopisom potvrđujemo pojedinosti i ključne uvjete ponude koju smoprihvatili za oglasni prostor:

Medij: Časopis E12Datum objave: 02.12.05.Datum dostave kopije: 10.12.05.Bruto cijena: 2.400,00 KMMedijski popust: 15%Veličina i položaj: Cijela stranica, desna, prednja polovinaŠifra: IT12

1. PoložajPoložaj oglasa sastavni je dio ovog dogovora. Nećemo prihvatiti nikakvaodstupanja, osim u slučaju kad smo za to izdali pismeno odobrenje, prijedostave kopije. U drugim slučajevima, u kojima bi promjena položaja bilaneizbježna, oglas se NE SMIJE OBJAVITI. Objavi li se oglas na krivom mjestu,plaćanje će biti naša dobra volja, a cijena će biti u rasponu od 10% do 50% odgornje cijene, ovisno od stepena odstupanja od dogovorenog položaja.

2. PlaćanjePlaćanje će uslijediti 28. dana u mjesecu nakon objave oglasa. Plaćanje za bilokoji sporni oglas bit će odloženo do zadovoljavajućeg okončanja pregovoraizmeđu Vaše agencije i vlasnika medija.

S poštovanjem,Senada ŠišićVoditeljica marketinga

Potvrda

351

October 21. 2005.

Dear Sir,I am confi rming with this letter the details and the key conditions of the off er that we have accepted for the advertising space:

Media: Magazine E12Announcement date: 02.12.05.Copy delivery date: 10.12.05.Bruto price: 2.400,00 KMMedia discount: 15%Size and Position: The whole page, right, the front halfCode: IT12

1. PositionThe position of the ad is the key part of this contract. We will not accept any exception, unless in the cases when we issue a written agreement, before the copy is delivered. In other cases, when the change of the position is inevitable, the ad MUST NOT BE PUBLISHED. If you publish the ad in the wrong place, the payment will be our free will, and the price will range from 10% to 50% of the above-mentioned price, regarding the level of exceptioned from the agreed position.

2. PaymentThe payment is due on the 28th day in the month after the ad is published. Paying any of the disputable ads will be delayed until the satisfactory negotiations between your agency and the media owner.

Sincerely yours,Senada ŠišićMarketing Leader

Confi rmation

Požurivanje

Rushing

354

28. avgust 2006.

Predmet: Naša narudžba br. 45678

Poštovani gospodine Diskin,hvala Vam na pošiljci koju smo danas dobili.

Željela bih Vas upozoriti na jednu vrlo važnu stvar koju ste propustili napravititijekom obrade ove narudžbe.

U narudžbi je navedeno da dostavnica mora biti naslovljena na Branu Šišića i,što je još važnije, mora sadržavati broj narudžbe. To nam je mnogo važno jerdnevno primamo stotine pošiljki.

Kako se radi o novom zahtjevu, nećemo odgoditi plaćanje kao što je rečeno, alimolim Vas da ovaj dogovor imate na umu u našem daljnjem poslovanju.

Nadam se da shvaćate zbog čega nam je Važno da poštujete ovaj zahtjev iveselimo se nastavku našeg poslovnog odnosa na nešto organiziraniji način.

S poštovanjem,Senada DelićDirektorica nabavke

Požurivanje

355

August 28, 2006.

Subject: Our order No. 45678

Dear Sir,I would like to thank you for the delivery we received today.

I would like to warn you about a very important thing that you overlooked to make during this order.

The order should have been adressed to Brano Šišić, and furthermore, it should contain the number of the order. It is very important because we receive a hundreds of orders every day.

Since this is a new request, we do not want delayed payment as it was earlier stated, but we are asking you to bear this agreement in mind in our future cooperation.

I hope you understand why it is important for us that you respect this agreement and we are looking forward to our future cooperation in a more organised way.

Sincerely yours,Senada DelićSupply Manager

Rushing

356

12. septembar 2006.

Predmet: Vaša narudžba 16c-25

Poštovani gospodine Sablica,

hvala Vam na nedavnoj narudžbi. Bojim se da smo privremeno rasprodalinaslov naznačen na računu.

Nove su zalihe već naručene i uskoro očekujemo dostavu. Naravno, ponovoću Vam se javiti ne budem li knjigu mogao dopremiti u roku od sljedeće dvijesedmice.

Ako ste platili unaprijed, Vaša mjenica neće biti naplaćena sve dok Vam ne dostavimo sve naslove iz Vaše narudžbe. Ako ste platili kreditnom karticom,naplatit ćemo samo one proizvode koje ste do sada dobili.

Sve naše knjige prodaju se s uobičajenim 10-dnevnim probnim rokom. Imateli kakvih pitanja, slobodno me nazovite na telefon 020/457 666.

Još jednom Vam se iskreno ispričavam zbog ovog kašnjenja.

S poštovanjem,Masnjak KarloGeneralni direktor

Požurivanje

357

September 12, 2006.

Subject: Our Order No. 16c-25

Dear Sir,

I would like to thank you for your recent order. I am afraid we have sold out the title stated on the account.

New supplies have already been ordered and we are expecting the delivery soon. Of course, I will inform you in case I cannot deliver the book in the next two weeks.

If you have paid in advance, you will not be charged until we deliver all the titles from your order. If you are paying by credit card, we will charge you only for the products you have received so far.

All our books are sold with the usual ten-day trial. In case you have any questions, you can contact me at this phone no.: 020/457 666.

I am apologizing once again for the delay.

Sincerely yours,Masnjak Karlo Chief Executive

Rushing

358

16. oktobar 2005.

Poštovani Senade,

puno ti hvala na posljednjim ponudama. Na žalost, bojim se da nam niti jednane odgovara osim, dakako, one za video kasetu Veliki Medvjedi. Dobili smosvega 28 primjeraka od trenutka kada je kaseta izdana, a do sada smo skupiliveć 200 narudžbi. Sejo kaže da će nam sljedeća pošiljka stići najvjerojatnijetek krajem decembra! Ajoj! – naši jadni kupci do tada će već zaboraviti što sunaručili i zašto, pa će nam ih odmah vraćati nazad. Stvarno mi treba 75% – uzuobičajene uvjete. Možeš li pomoći?

Žao mi je što se nismo vidjeli prije nego što si otišao skitati po svijetu, ti sretničejedan! Nazovi me, da dogovorimo kad bismo se mogli naći. Bit će mi teškospojiti to s ručkom, jer je Snježa otišla na porodiljni dopust – do grla sam uposlu!

Nadam se da ćemo se uskoro čuti.

Sve najbolje.

Srdačan pozdrav,Sabina DersDirektorica marketinga

Požurivanje

359

October 16, 2005.

Dear Sir,

I would like to thank you for your latest off ers. Unfortunately, I am afraid none of these suit us, except the video cassette Big Bears. We have received 28 samples since the cassette was published, and we have already had 200 orders. Sejo says that the next delivery will problably be by the end of December. Oh, Dear!- Our poor customer will have forgotten what they have ordered by then, so wel will have to return these books. I really need 75% - with the usual conditions – could you help?

I am sorry we did not have a chance to meet before you set on a trip around the world, you lucky guy! Call me to arrange a meeting. It will be hard to combine it with a lunch since Snježa is on a maternity leave – and I am stuck in work.

I am looking forward to hearing from you soon.

I wish you all the best.

Sincerely yours,Sabina DersMarketing Manager

Rushing

360

29. oktobar 2005.

Predmet: Naša narudžba br. 23457ace

Poštovani gospodine Račić,obraćam Vam se u vezi s našom narudžbom za opremu izložbenog prostora,koju smo Vam poslali 12. oktobra.

Kad ste prihvatili našu narudžbu, bilo je jasno dogovoreno da će oprema bitidostupna najkasnije do 2. decembra. To bi nam dalo dovoljno vremena za njeno postavljanje prije datuma otvorenja.

Međutim, u našem jučerašnjem razgovoru Vaš saradnik, gospodin Lovran,izvijestio me je da je došlo do zastoja u nekim dijelovima proizvodnje te da ćestoga isporuka kasniti nekoliko dana.

Moram naglasiti da je ugovaranje ovog posla s Vama bilo apsolutno uvjetovanokrajnjim rokom dostave do 2. decembra i Vašim obećanjem da ćete u rokumoći udovoljiti. Ne dobijemo li opremu do dogovorenog datuma, prijete namogromni nepotrebni troškovi, a da i ne spominjem gubitak prometa, za kojinamjeravamo tražiti novčanu naknadu.

Stoga od Vas očekujem hitnu potvrdu, da će našem krajnjem roku za dostavustvarno biti udovoljeno.

S poštovanjem,Senad TapićGeneralni direktor

Požurivanje

361

October 29, 2005.

Subject: Our order No. 23457ace

Dear Sir,I am contacting you about our order for the shopwindow equipment, which we sent on October 12.

Since you accepted our order, it was agreed that it would be available by December 2. It would give us enough time to set it up, before the opening day, two weeks later.

However, in our yesterday’s conversation, your colleague, Mr Lovran, informed me about the delay in the production of some parts and that the delivery will be a few days late.

I have to emphasise that the agreement was conditioned byt the delivery by December 2, and your promise to meet the deadline. If we do not receive the order by the agreed date, we are threatened by enourmous costs, not to mention the profi t loss, for which we intend to ask for compensation.

Therefore, I am expecting an urgent confi rmation that the latest deadline will be met.

Sincerely yours,Senad Tapić Chief Executive

Rushing

362

13. decembar 2005.

Predmet: Račun za iznos provizije broj 65/163

Poštovani gospodine Smaić,želio bih Vas ovim dopisom podsjetiti na naš Ugovor o konsultantskimuslugama u izvozu i skrenuti Vam pažnju da su sljedeći kupci ispostavili svojenarudžbe u toku 2005. Prema ugovoru, pripada nam provizija od 10% navrijednost njihovih narudžbi.

Eineng Voot (Njemačka) 2.047,05 EURJattim (Francuska) 1.106,17 EURMoloa Export/Import CO.(Burma) 3.844,00 EUR ____________UKUPNO 6.997,22 EUR ____________

Ukupno provizija 10% 699,72 EUR

Stoga Vas molimo da nam gornji iznos doznačite na bankovni račun po prijemuovog dopisa.

S poštovanjem,Ivan KvesićFinansijski direktor

Požurivanje

363

December 13, 2005.

Subject: Our provision account No. 119747

Dear Sir,I would like to remind you about our Contract regarding the export consulting service and to draw your attention to the fact that the following customers have sent their orders in 2005. According to the Contract, 10% provision to the value of their orders belongs to us.

Eineng Voot (Njemačka) 2.047,05 EURJattim (Francuska) 1.106,17 EURMoloa Export/Import CO.(Burma) 3.844,00 EUR

____________TOTAL 6.997,22 EUR ____________

Total provision 10% 699,72 EUR

I am asking you to transfer the above-mentioned amount to the bank account after you receive this letter.

Sincerely yours,Ivan KvesićFinancial Manager

Rushing

364

19. augusta 2006.

Predmet: IUC: PIH 92 202088 / 001, 92 - MB253493. BA - 920404 - 033

Poštovana gospodo,

Još uvijek čekamo Vaš nezavisni inspekcijski izvještaj o gore navedenompredmetu. Brod je stigao u Ploče u nedjelju, 29. jula i moj klijent sada moraplaćati ležarinu.

Spremni smo snositi dostavne troškove kako bismo osigurali hitnu dostavugornjeg dokumenta.

Puno hvala na saradnji.

S poštovanjem,Ivan TrkoOdjel izvoza

Požurivanje

365

August 19, 2006.

Subject: IUC: PIH 92 202088 / 001, 92 - MB253493. BA - 920404 - 033

Dear Sir,

We are still waiting for your independent inspection report about the above-mentioned subject. The ship arrived in Ploće on Sunday, July 29, and my client needs to pay the storage charges.

Wer are ready to pay for the delivery expenses to ensure the urgent delivery of the subject.

Thank you for your cooperation.

Sincerely yours,Ivan TrkoExport Department

Rushing

366

25. oktobar 2005.

Poštovani Suneel,

počinje me brinuti što nam se već dugo niste javili u vezi s računima koji sudospjeli na naplatu. Imate li kakvih novosti? Trebaju li Vam kopije računai dokazi o otpremi robe? Cijenio bih Vaš brz odgovor, jer su nas banka iračunovodstvo pritisnuli zbog nenaplaćenih dugovanja.

Također, me zanima trebaju li Vam još uvijek papir i ostala roba za kojusmo poslali predračune. Ne znam mogu li Vam papir još uvijek ponuditi poistoj cijeni, ali učinit ću sve što je u mojoj moći. Dakako, nećemo Vam moćiisporučiti novu robu sve dok postoje nenamirena dugovanja.

Hvala Vam za pomoć. Očekujem da ćete mi se uskoro javiti.

Srdačan pozdrav,Dino BegićDirektor

Požurivanje

367

October 25, 2005.

Dear Sir,

I a starting to worry because you have not contacted us for a very long time concerning the bills that need to be paid. Are there any news? Do you need the copies of the bills and the proof of the dismissal wage of the goods? I would appreciate your quick reply because the bank and the accountancy have pressed us because of unpaid bills.

I would also like to know if you still need the paper and the other goods that we have sent preliminary calculation for. I do not know if I can still off er the paper at the same price, but I will do my best. Certainly, we will not be able to deliver the new goods until the payment is settled.

Thank you for your help. I am looking forward to hearing from you soon.

Sincerely yours,Dino BegićManager

Rushing

368

23. septembar 2005.

Poštovani gospodine Markota,

mnogo ste me razočarali. Našu prvu pošiljku poslali smo Vam u dobroj namjeri,a Vi ste nam obećali platiti po prijemu. Molim Vas da nam ODMAH uplatite1.940,00 KM. Mislim da ste, također, svjesni činjenice da smo Vam dva putaslali kurira, i da nas je to svaku put koštalo po 70,00 KM. Vjerujem da ćemoovaj trošak moći naplatiti od Vaših budućih narudžbi, jer smo zaradu, kojusmo trebali ostvariti našom prvom pošiljkom Vama, uglavnom potrošili.

Također, očekujem Vaš odgovor u vezi s drugim proizvodima koje trebate ipredračunima za štamparske mašine koje smo Vam poslali.

Nadam se Vašem odgovoru i plaćanju dugovanja.

S poštovanjem,Kemal BeliFinansijski direktor

Požurivanje

369

September 23, 2005.

Dear Sir,

You have disappointed me immensely. Our fi rst order was sent to you in good faith, and you promised to pay after the receipt. I am asking you to pay 1.940,00 KM IMMEDIATELY. I think that you are also aware of the fact that we have sent the currier twice, and it cost us 70,00 KM each time. I believe that we will be able to take off this expense from your future orders, because the profi t from our fi rst order to you has already been spent.

I also expect your answer regarding the other products you need and the preliminary calculations for the printing machines that we have sent you.

I am looking forward to your answer and the settling of the debt.

Sincerely yours,Kemal BeliFinancial Manager

Rushing

Pregovaranje

Negotiation

372

11. mart 2006.Bez pravne obaveze

Predmet: Odštetni zahtjev

Poštovani gospodine,

slijedom Vašeg odštetnog zahtjeva zbog netačne avionske karte, koju Vam jeizdao zaposlenik naše agencije, slobodni smo ponuditi Vam sljedeće:

1. Povrat novca u visini cijene Vašeg leta.2. Novčana naknada za vrijeme izgubljeno od godišnjeg odmora u iznosu

dvodnevne plaće, kao što je navedeno u Vašem dopisu od 30. februara.3. Troškovi prijevoza i telefona do i od zračne luke, u iznosu od 145,00

KM.4. Dodatna naknada od 1.000,00 KM zbog prouzročenih neugodnosti,

stresa i razočaranja.

Ova se ponuda temelji na uvjetu da je time nagodba vezana Vašim potraživanjempotpuna i konačna. Prihvaćate li ove uvjete, molim Vas da to potvrdite svojimpotpisom na dnu dopisa i vratite nam jednu kopiju na gore navedenu adresu.Tada ćemo Vam proslijediti uplatu gore navedenih sredstava.

S poštovanjem,Dragan Zvonko Mister Denis GaranDirektor ________________

Pregovaranje

373

March 11, 2006.Without Legal Obligation

Subject: Compensation Claim

Dear Sir,

Concerning your compensation claim because of the incorrect airplane ticket, issued by one of our employees, we are free to off er you the following:

1. Money return in the amount of the ticket price.2. Money compensation for the time loss during your holiday amounting to

two daily wages, as enlisted in your letter dated February 30.3. Transport and telephone costs to and from the airport, at the amount of

145,00 KM.4. Additional compensation of 1.000,00 KM because of the inconvenience,

stress and disappointment.

This off er is based on the condition that your claim is complete and fi nal. If you accept these conditions, I am asking you to confi rm it with your signature at the bottom of the letter, and to send us back one copy at the above-listed adress. Then we will procede with the payment of enlisted means.

Sincerely yours,Dragan Zvonko Mister Denis GaranManager ________________

Negotiation

374

31. januar 2006.

Predmet: Mašina Ruush

Poštovani gospodine Grilić,

kao što ste tražili, prilažem specifi kaciju i fotografi ju mašine Ruush, koji je unašoj ponudi.

Imamo mogućeg kupca iz Srbije koji nam je ponudio 10.000 EUR za mašinu.Spremni smo tu ponudu prihvatiti, a kupac će sljedeće sedmice doći pogledatimašinu, osim ako Vi niste ozbiljno zainteresirani, te nam ponudite bolju cijenu.Molim da me brzo nazovete ili pošaljete telefaks, dok nisam sklopio Ugovor stim kupcem.

Unaprijed se radujem Vašem pozivu.

S poštovanjem,Edin LigataDirektor prodaje

Pregovaranje

375

January 31, 2006.

Subject: Machine Chambon

Dear Sir,

I am enclosing the specifi cation and the photograph of the machine Rush, which is included in our off er.

We have a possible customer from Africa, who off ered 10.000 EUR for the machine. We are ready to accept that off er, and the customer will come to see the machine next week, unless you arr seriously interested and off er us a better price. I am asking you to call us quickly or send us a fax before we sign a cotract with that customer.

I am looking forward to your call.

Sincerely yours,Edin LigataSales Manager

Negotiation

376

31. maj 2006.

Poštovani Nenade,

s oduševljenjem mogu reći da nam je prodaja iznad svih očekivanja te stogapovećavamo proizvodnju. Shodno tome, hitno trebamo više dijelova (u rokuod deset dana od narudžbe). Dijelovi su:

Proizvod: Šifra: Jedinica: Količina:1.5’’ aluminijske cijevi D165 7 metra 15

matice H165 komad 110traka za zatvaranje I654 9 metra 25čelični potpornji C123 komad 33čelični potpornji C124 komad 12

Odluku ćemo donijeti u četvrtak, 12. juna, pa Vas molim da mi cijene dostavitedo tog datuma.

Kao što sam Vam već spomenuo, kad ste nam zadnji put dostavili svoje cijene,one rastu brže od cijena ostalih dobavljača. Zadnje što bih htio učiniti je daove proizvode nabavljam drugdje, ali cijena nam je vrlo važna, što i sami znate. Nažalost, ne budu li ovaj put Vaše cijene konkurentnije, bit ćemo prisiljenipotražiti drugog dobavljača.

S poštovanjem,Sabahudin LanacDirektor proizvodnje

Pregovaranje

377

May 31, 2006.

Dear Sir,

I am delighted to say that our sale is above all expectations, so we are increasing the production. Therefore, we urgently need the parts( within the next ten days). The parts are:

Product: Unit: Quantity:1.5’’ aluminium pipes D165 7 meters 15

Matrix H165 piece 110closing strip I654 9 meters 25iron support C123 piece 33iron support C124 piece 12

We will reach the decision on June 13, so I am asking you to send us the prices by that date.

As I already mentioned the last time you sent us the prices, they are rising more quickly that with the other suppliers. The last thing I would do would be to buy these parts somewhere else, but the price is very important to us, as you already know. Unfortunately, if your prices are not suitable, we will be forced to search for another supplier.

Sincerely yours,Patrik TomicProduction Manager

Negotiation

378

06. juni 2006.

Predmet: Naš račun br. AC2345

Poštovani Božo,

hvala na dopisu od 01. juna u vezi s troškovima prijevoza na našem računu.

Prihvaćam činjenicu da naša cijena nije uključivala troškove prijevoza, što jenesretan previd. Međutim, siguran sam da se sjećate našeg prvog razgovora ukojem sam spomenuo da naša cijena ne pokriva troškove dostave.

U ovom bih slučaju predložio podjelu troškova prijevoza. U uvjerenju da ćeVam ovakav dogovor biti prihvatljiv, sa zadovoljstvom Vam prilažem obavijesto umanjenju potraživanja u iznosu od 145,00 KM.

S poštovanjem,Sandra BilićDirektorica marketinga

Pregovaranje

379

June 6, 2006.

Subject: Our Account No. AC2345

Dear Sir,

Thank you for your letter dated June 1 concerning the transport expenses on our account.

I am accepting the fact that our price did not include the transport expenses, which is unfortunate. However, I am sure that you remember our fi rst conversation, in which I mentioned that our price does not include the transport expenses.

In this case, I would suggest that we share the transport expenses. I am sure that this will be acceptable, and I am pleased to announce that the expenses are lower for 145,00 KM.

Sincerely yours,Gloria PetricevicMarketing Manager

Negotiation

380

19. septembra 2006.

Poštovani Dejane,

hvala Vam na cijenama koje smo jutros primili.

Svjestan sam činjenice da smo godinama dobro surađivali, ali Vam sadanažalost moram reći da su cijene iz zadnje ponude previsoke. Napravili smogodišnji pregled cijena koje plaćamo za te dijelove pa smo, radi usporedbe,pribavili i cijene Vaših konkurenata. Svi su nam ponudili cijene koje su znatnoniže od Vaših. Daljnjim ispitivanjem dobili smo jamstva da se za sve budućenarudžbe cijene neće mijenjati sljedećih 18 mjeseci.

Prije no donesemo odluku s kim ćemo poslovati u budućnosti, voljeli bismo dajoš jednom pregledate brojke i vidite ima li mjesta za sniženje Vaših cijena.

S poštovanjem,Senada ŠepićDirektorica marketinga

Pregovaranje

381

September 19, 2006.

Dear Sir,

Thank you for the prices we received this morning.

I am aware of the fact that we have had successful cooperation for years, but I am sorry to inform you that the prices in your last off er are too high. We have made the annual survey of prices that we pay for the parts and we have obtained the prices of your competitors for comparison. All of them off ered prices lower that yours. In further inquiries, we have got guarantees that the prices would not change in the following 18 months.

Before we reach the decision who to do business with in the future, we would like you to reconsider whether you could off er lower prices.

Sincerely yours,Senada ŠepićMarketing Manager

Negotiation

382

21. januar 2006.

Predmet: Tvornički list

Poštovani Slavene,

hvala na telefaksu od 9. januara. Oprostite što mi je trebalo toliko za odgovoro nečemu što mi je zaista važno i hitno!!!

Iako plaćanje po danu zvuči logično, bojim se da mi ne odgovara, jer nitko odnas ne zna koliko će posao trajati. U svakom slučaju, jednom će trebati dulje,drugi puta kraće, ovisno o raspoloživim sredstvima.

Zbog toga imam prijedlog koji je, po mom mišljenju, pošten.

Platit ćemo Vam 1.500,00 KM po jednom broju, a Vi napravite ono što Vamse čini razumno mogućim s tom količinom novca na temelju naših uputa. Netražim od Vas čuda, jednostavno želimo vidjeti što se može dobiti za tu količinunovca. Jeste li spremni?

Nadam se da ćete mi se uskoro javiti.Srdačan pozdrav.

S poštovanjem,Alena GogleDirektorica marketinga

Pregovaranje

383

January 21, 2006.

Subject: Factory paper

Dear Sir,

Thank you for your fax dated January 9. Sorry for not replying earlier about something so important and urgent!!!

Although paying by day seems logical, I am afraid it does not suit me, because nobody knows how long the work will last. In any case, sometimes it will take longer, and sometimes not, depending on the means.

Therefore, I have what I consider a fair suggestion.

We will pay you 1.500,00 KM for each number, and you do what seems reasonable to you with that money depending on our instructions. I am not expecting any miralces, I just want to see what we can get for that sum of money. Are you ready?

I am looking forward to hearing from you soon.

Sincerely yours,Alena GogleMarketing Manager

Negotiation

384

13. decembar 2005.

Predmet: Vaš dopis od 05. decembra 2005.

Poštovani Senade,

hvala Vam na predloženoj strukturi cijene koja će se od sada primjenjivati zaBE16. Imamo nekoliko primjedbi na nju.

Prvo: moramo dogovoriti fi ksnu cijenu proizvodnje. Možemo se dogovoriti štoona sve obuhvaća, ali ne možemo pristati na to da se svaki račun raščlanjuje,računa i provjerava. To bi iziskivalo previše vremena i novaca, a velika je imogućnost greške.

Drugo: razmotrili smo Vaše nove cijene i zaključili da će nas jedna uobičajenapošiljka koštati 80.000,00 KM, odnosno 15% više nego po trenutnimcijenama.

Treće: Vaše su cijene izrazito nepovoljne u usporedbi s cijenama drugih, sličnihdobavljača.

Obzirom da su Vaše cijene značajno porasle (povećanje uveliko prelazi stopuinfl acije u zadnje dvije godine), nismo ih spremni prihvatiti, te se nadamo da ćete o njima razmisliti, uzimajući u obzir naše primjedbe

Očekujući Vas odgovor, srdačno Vas pozdravljam.

S poštovanjem,Salih TrkuljDirektor proizvodnje

Pregovaranje

385

December 23, 2005.

Subject: Your letter dated december 5.

Dear Sir,

I would like to thank you for the suggested price structure that we will apply for BE16. We have a few objections concerning it.

First: we have to agree on the fi xed production price. We can agree on what it will include, but we do not accept every bill to be counted and checked. It would be time and money-consuming and there could be frequent mistakes.

Second: We have considered your new prices and concluded that our usual order would cost us 80.000,00 KM, which is 15% more that the current prices.

Third: Your prices are inconvenient compared to the prices of other similar suppliers.

Considering the fact that your prices are much higher( the increase is higher that the infl ation rate in the last two years),we are not ready to accept them and we hope that you will reconsider our objections.

I am looking forward to hearing from you soon.

Sincerely yours,Salih TrkuljProduction Manager

Negotiation

386

24. oktobra 2005.

Predmet: Vaša narudžba br. AC1314

Poštovani gospodine Novak,

hvala Vam na jutrošnjem faksu u kojem pitate je li moguće povećati Vašunarudžbu s 1.000 na 1.500 primjeraka.

Vaša je brošura jučer otišla u štampu. Bojim se da u ovoj rotaciji ne možemoštampati dodatnih 500 primjeraka po ponuđenoj, nižoj cijeni. Dodatneprimjerke možemo štampati, ali po nešto višoj cijeni. Mogli bismo ih isporučitido sljedeće srijede. Želite li da nastavimo štampamo dodatne primjerke?

Sa zadovoljstvom Vam mogu reći kako štampanje osnovne narudžbe ide glatko,te da će isporuka biti u petak, kako je planirano.

S poštovanjem,Senad GrvićŠef računovodstva

Pregovaranje

387

October 24, 2005.

Subject: Your order No. AC1314

Dear Sir,

Thank you for your fax in which you are asking whether we could increase your order from 1.000 to 1.500 copies.

Your brochure went into print yesterday. I am afraid that in this rotation we cannot print the additional 500 copies at the off ered lower price. The additional copies could be printed at a higher price. We could deliver them by next Wednesday. Do you want us to print the additional copies?

I am pleased to say that the printing of the basic order is going just fi ne and the delivery will be on Friday, as planned.

Sincerely yours,Senad GrvićAccounancy Manager

Negotiation

388

14. august 2006.

Predmet: Vaša narudžba br. : CK231/06

Poštovani gospodine Ramić,hvala Vam na Vašoj narudžbi po ponudi br. 163/06, od 2. jula.

Iako ne bismo rado prestali surađivati s Vama, moram Vas upozoriti na uvjetekoje ćete naći na poleđini naše ponude, a koji kažu da cijena vrijedi 30 dana oddatuma na ponudi. Nažalost, Vaša je narudžba stigla tek 6. augusta, 35 dana oddana izdavanja ponude.

U uobičajenim okolnostima ovakvo kašnjenje ne bi predstavljalo poteškoću.Ali u međuvremenu naši su dobavljači, zbog uvjeta na tržištu, značajnopovećali cijene papira, o čemu ste vjerojatno čitali u dnevnim novinama. StogaVam ne možemo odobriti cijene navedene u gornjoj ponudi, jer bi to za naspredstavljalo značajan gubitak.

Vrlo mi je stalo do naše saradnje. Dodatno povećanje cijene papira za ovaj posao iznosi 1.500,00 KM (bez naše marže). Kao izraz dobre volje, spremnismo na sebe preuzeti velik dio tog povećanja, ali sam slobodan zamoliti i Vasda date svoj doprinos u iznosu od 1.000,00 KM?

Premda to znači da Vam nudimo cijenu na kojoj očito gubimo, nadam se daćemo nastaviti sarađivati na obostranu korist.

S poštovanjem,Dejan RadićŠef računovodstva

Pregovaranje

389

August 14, 2006.

Subject: Your order No. CK231/06

Dear Sir,Thank you for your order based on the off er No. 163/06, dated July 2.

Although we would not like to stop cooperating with you, we have to warn you about the conditions you will fi nd at the back of our off er, which says that the price is valuable 30 days from the date on the off er. Unfortunately, your order came on August 6, 35 days after the off er was published.

In the usual circumstances, this would not create any problems. In the meantime our suppliers, because of the market conditions, increased the paper price considerably, which you must have heard of in the daily newspapers. That is why we cannot agree on the prices that were in the above-mentioned off er, because it would represent a considerable loss for us.

I care very much about our cooperation. The additional increase in the paper price amounts to 1.500,00 KM( without our margin). As a sign of good will, we are ready to take a great part of that increase, but I am free to ask you to give your contribution of 1.000,00 KM.

Although it means we are off ering you the price with which we are at a loss, we hope to continue cooperation at mutual satisfaction.

Sincerely yours,Dejan RadićAccountancy Manager

Negotiation

Prihvaćanje

Accepting

392

Poštovana Adina,

Ivan mi kaže da ne prihvaćate našu ponudu za 10 uređaja po cijeni od 80,00KM po komadu, ali da bi ih uzeli za 75,00 KM po komadu.

Spreman sam prihvatiti Vašu cijenu od 75,00 KM pod uvjetom da naručite 20uređaja. Kao dodatni ustupak, spremni smo Vam odobriti odgodu plaćanja od30 dana.

Nadam se da Vam ovakav dogovor odgovara i unaprijed se veselim Vašojnarudžbi.

S poštovanjem,Ivana BaotićDirektorica prodaje

Prihvaćanje

393

Dear Madam,

Ivan says that you do not accept our off er for 10 machines at the price of 80,00KM each, but that you would accept them at the price of 75,00 KM.

I am ready to accept your price of 75,00 KM under the condition that you order 20 machines. As an additional concession, we are ready to allow you 30-day delayed payment.

I hope that this off er suits you and I am looking forward to your order.

Sincerely yours,Ivana BaotićSales Manager

Accepting

394

Poštovana gospođo Selman,

hvala Vam na dopisu od 15. septembra, u kojem nam pišete o namjeriorganizovanja ljetovanja za hendikepiranu djecu.

Vaše je nastojanje izuzetno vrijedno, te ćemo od sveg srca dati svoj prilog od2.500,00 KM. Za uzvrat Vas molimo da razmislite bi li bilo moguće povodompredaje donacije organizirati malu svečanost, na koju biste pozvali fotografai nekoliko djece kojima je prilog namijenjen. Imamo vrlo dobre odnose snovinama, a vjerujem da bi fotografi ja u novinama bila odlična reklama i zaVas i za nas.

Molim Vas javite mi šta mislite o ovoj zamisli, a ujedno Vam želim da što prijepostignete svoj cilj i sakupite 20.000,00 KM.

S poštovanjem,Nenad KrlićDirektor

Prihvaćanje

395

Dear Madam,

Thank you for your letter dated September 15, in which you are writing about the intentions to organizes a summer holiday for disabled children.

Your eff ort in very important, and we are glad to give a 2.500,00 KM contribution. We are asking you in return to think about organizing a small celebration at which we could give our contribution, where we would ask photographers and a few children from this programme to come. We have very good relationship with the press, and I believe that a photograph in a newspaper would be a great advertisement both for you and for us.

I am asking you to consider this idea and I also wish you all the best in gathering the total sum of 20.000,00 KM and to achieve your goal.

Sincerely yours,Nenad Krlić Manager

Accepting

396

Predmet: Prezentacija u Poslovnom klubu Mostar

Poštovani Marko,

hvala na dopisu od 20. jula, u vezi sa sastankom koji će se održati 10. augustau Poslovnom klubu Mostar.

Potvrđujem da ću održati kratku prezentaciju o našem poslovanju i uspješnomtimu koji stoji iza njega. Volio bih, međutim, da mi kažete koliko ljudi očekujete,koliko dugo mislite da će prezentacija trajati i koliko će ostalih prezentacijabiti. Svoj ću govor popratiti s nekoliko folija, pa Vas molim da mi osigurate zaslon i 35 milimetarski projektor.

Ako je ikako moguće, molim Vas da me pri izradi rasporeda izlaganja stavitemeđu prve govornike.

Očekujem Vaš odgovor.

S poštovanjem,Ivan SelmanDirektor marketinga

Prihvaćanje

397

Subject: A Presentation at the Business Club in Mostar

Dear Sir,

Thank you for your letter dated July 20, concerning the meeting that will be held on August 10, at the Business Club in Mostar.

I confi rm I will give a short presentation about our busines and the successful team which stands behind it. However, I would like you to tell me how many people you expect, how long do you think the presentation will last and how many other presentations there will be. I will accompany my speech with a few foils, so I am asking you to provide the 35-mm projector for me.

Would you be so kind as to put me among the fi rst representatives in your plan of the event.

I am looking forward to hearing from you soon.

Sincerely yours,Ivan SelmanMarketing Manager

Accepting

398

Predmet: Praksa za Vaše učenike

Poštovani gospodine Kliso,hvala Vam na dopisu od 14. februara.

Razmislili smo o primanju na praksu nekoliko Vaših učenika i sa zadovoljstvomVam javljam da možemo pružiti odgovarajuću praktičnu nastavu dvojiciučenika, svakome po sedam dana. Jasno mi je da biste željeli da ih uzmemoistovremeno, ali obzirom na program koji smo im pripremili, više namodgovara da dođu jedan po jedan. Nadam se da ćete to prihvatiti.

Čuo sam da Vaši učenici imaju osnovna znanja o radu s tastaturom i neštoznanja o računarima. Pokazali bismo im kako radi naše preduzeće, te bismo imdali neke jednostavne zadatke s računarom, pod nadzorom odgovorne osobe.Ovisno o našim obvezama, također, potrudit ću se da jedan dan provedu sjednim od naših direktora i još jedan s nekim od naših zaposlenika u prodajnomodjelu. Tako bismo im dali kompletan uvid u način poslovanja preduzeća.

Pošto mi javite odgovara li Vam ovakav okvirni plan, izradit ću plan i programkoji biste dali učenicima prije nego dođu.

S poštovanjem,Dario MisirŠef kadrovskih poslova

Prihvaćanje

399

Subject: Practice for your Students

Dear Sir,Thank you for your letter dated February 14.

We considered taking your students for practice and we are glad to inform you that we will off er the suitable practical training to two of your students, seven days each. I understand that you would like us to take both of them at the same time, but having in mind the programme that we have prepared, it would be more convenient for us if they came at diff erent times. I hope you will accept this.

I have heard that your students have basic knowledge about printing press and some knowledge about computers. We would show them how our company functions, and we would give them simple tasks on computers, under the supervision of a person in charge. Depending on our obligations, I will also try organize that they spend a day with one of our managers and one of the employees in the sales department. We would also give them a complete insight into the business of our company.

After you confi rm that this plan suits you, I would create a plan and a programme for you to give to your students before they come to us.

Sincerely yours,Dario MisirPersonnel Manager

Accepting

Prodaja

Sale

402

16. mart 2006.

Poštovani gospodine Krilić,

hvala Vam što ste od nas kupili svoj Golf GTI. Primite naše čestitke na odličnomizboru. Htjeli bismo da budete zadovoljni vozilom i našom uslugom njegovaodržavanja.

Budete li imali kakvih pitanja, molimo Vas da se slobodno obratite našem šefuza odnose s kupcima, gospodinu Slavenu Grli, ili meni lično, u bilo kojemtrenutku.

Cijenimo Vaše povjerenje i nastojat ćemo ga zadržati. Javljat ćemo Vam o svimnovostima u našoj ponudi, novim uslugama, vozilima i posebnim ponudama.

Stojimo Vam na usluzi za brigu o Vašem vozilu, sada i u budućnosti.

S poštovanjem,Marko LopataGlavni direktor

Prodaja

403

March 16, 2006.

Dear Sir,

Thank you for buying Golf GTI from us. Our congratulations for the excellent choice. We want you to be satisfi ed with the vehicle and our maintenance service.

If you have any questions, be free to contact our Customer Relations Manager, Mister Ivan Fumic, or me personally, at any time.

We appreciate your trust and hope to preserve it in the future. I will inform you about all the news in our off er, new services, vehicles and special off ers.

We are at your service, to take care of your vehicle, now and in the future.

Sincerely yours,Marko LopataChief Executive

Sale

404

15. oktobar 2005.

Vaš znak: OFY/21978132

Predmet: Račun 10345

Poštovani gospodine Maloć,

hvala Vam na Vašem dopisu od 15. septembra.

Ovim potvrđujemo da još uvijek nismo dobili uplatu iznosa od 3.805,50 KM teVas stoga molimo za Vaše posredovanje. Prilažem neke relevantne dokumentei prepisku koja se odnosi na gore navedeno dugovanje.

Zahvaljujemo Vam na pomoći.

S poštovanjem,Martin ŠehićDirektor

Prodaja

405

October 15, 2005

Your sign: OFY/21978132

Subject: Your account No. 10345

Dear Sir,

Thank you for your letter dated September 15.

Hereby we confi rm that we have not received the payment at the amount of 3.805,50 KM and we are asking you to intervene. I am enclosing some relevant documents and the correspondence regarding the above-mentioned debt.

Thank you for your help.

Sincerely yours,Martin ŠehićManager

Sale

406

15. decembar 2005. godine

Predmet: Katalog za januar 2006. g.

Poštovani korisniče računa,

šaljemo Vam novi katalog za januar 2006. g. zajedno s nekoliko uzoraka iznašeg asortimana proizvoda.

Nadamo se u novoj godini uvesti nove proizvode, o čemu ćemo Vas redovitoizvještavati.

Cilj nam je pružiti Vam usluge na najvišoj razini - isporuku istog dana ibesplatnu dostavu sljedećeg dana u Sarajevu, Hadžićima i Istočnom Sarajevu.

Koristimo prigodu da Vam zahvalimo na Vašoj cijenjenoj podršci tokom 2005.godine.

S poštovanjem,Sabahudin RokićDirektor odjela za odnose s kupcima

Prodaja

407

December 15, 2005.

Subject: Catalogue for January 2006.

Dear Sir,

We are sending you the new catalogue for January 2000. together with a few sample products from our assortement.

We hope to introduce new products in the New Year, about which we will regularly inform you.

Our goal is to off er the highest quality service – the same day delivery and free delivery the following day in Sarajevo, Hadzići i I.Sarajevo.

We are using this opportunity to thank you for your support during the year 2005.

Sincerely yours,Sabahudin RokićCustomer Relations Manager

Sale

408

16. juni 2006. godine

Predmet: Vaša narudžba br. CD1256/06

Poštovani gospodine Siniša,

hvala Vam za gornju narudžbu.

U prilogu Vam dostavljamo predračun br. 156/06 na iznos 329,00 KM.

Robu ćemo Vam otpremiti isti dan kad primimo Vašu uplatu.

S poštovanjem,Amer SablicaGlavni direktor

Prodaja

409

June 16, 2006.

Subject: Your order No. CD1256/06

Dear Sir,

Thank you for the above-mentioned order.

I am enclosing the preliminary calculations No. 156/06 at the amount of 329,00 KM.

We will send the goods the same day when we receive your payment.

Sincerely yours,Amer SablicaChief Executive

Sale

410

16. juni 2006.

Predmet: Vaša narudžba br. WS1236/06

Poštovani gospodine Sabić,

hvala Vam na Vašoj narudžbi (br.WS1236/06) za komodu s ladicama odmahagonija.

Radi se o proizvodu kojeg obično nemamo na skladištu. Naručio sam ga odnašeg distributera, koji nam je potvrdio da nam ga mogu dostaviti za dva dana.Obzirom da se radi o proizvodu izvan našeg uobičajenog asortimana, bio bihVam zahvalan kad biste nam izvršili uplatu od 1.259,50 KM prema našem predračunu, koju Vam dostavljam kao prilog ovom dopisu.

Traženi proizvod ćemo Vam poslati čim primimo Vašu uplatu, što znači dabiste ga trebali dobiti za 2 – 3 dana.

S poštovanjem,Boris TrkoGlavni direktor

Prodaja

411

June 16, 2006.

Subject: Your order No. WS1236/06

Dear Sir,

Thank you for your order No. WS1236/06. for a mahogany chest of drawers.

It is a product we do not usually have in storage. I have ordered it from our distributor, who confi rmed that they can deliver it in two days. Considering the fact that it is a product from our usual assortement, I would be grateful if you could pay 1.259,50 KM according to our preliminary calculations, which I am enclosing in this letter.

We will send you the desired product as soon as we receive the payment, which means that you would get in within 2-3 days.

Sincerely yours,Boris TrkoChief Executive

Sale

412

29. septembar 2006. godine

Predmet: Vaša narudžba broj WX2345/06

Poštovani gospodine Simić,

hvala Vam na gore navedenoj narudžbi.

Obzirom na Vaša prošla dugovanja, nismo Vam u mogućnosti ponuditi našeuobičajene uvjete odgođenog plaćanja. Stoga Vam u prilogu ovog dopisa šaljempredračun br. 166/06 na iznos 1.567,60 KM.

Izvršite li uplatu na naš bankovni račun, rado ćemo Vam robu dostaviti poprijemu uplate.

Isto tako, možete nam poslati i ček, ali roba neće biti otpremljena sve dok iznosne bude uknjižen na naš račun.

Žao mi je što smo prisiljeni nametnuti Vam ovako stroge uvjete poslovanja inadam se da ćemo uskoro moći nastaviti uobičajeni poslovni odnos.

S poštovanjem,Kasim DebelikFinansijski direktor

Prodaja

413

September 29, 2006.

Subject: Your order No. WX2345/06

Dear Sir,

Thank you for the above-mentioned order.

Considering your previous debts, we are not able to off er you our usual conditions of delayed payment. Therefore, I am enclosing the preliminary calculations No. 166/06 at the amount of 1.567,60 KM.

If you pay this sum at our bank account, we will be glad to deliver the order after the receipt of the payment.

Also, you could send us a check, but the goods will not be delivered until the amount is registered on our account.

I am sorry to force these strict business conditions and I hope we will resumes the usual business relationship soon.

Sincerely yours,Kasim DebelikFinancial Manager

Sale

414

11. juni 2006. godine

Predmet: Račun broj 654/06

Poštovana gospođo Bužim,

kupili smo na kredit fotokopirni stroj i htjeli bismo otvoriti trajni nalog zaotplatu mjesečnih rata preduzeću Rush d.o.o.

Molim Vas da svakog mjeseca s našeg računa (broj 123-4567-8901-23)uplaćujete 864,60 KM na njihov račun (broj 321-4321-4321-21) u IB Banci,Sarajevo (broj poslovnice KP1). Molimo da uplatu izvršite svakog trećeg umjesecu, počevši od 3. jula. Ukupno će biti 24 mjesečne uplate.

Molimo Vas da nam potvrdite uspostavljanje trajnog naloga.

S poštovanjem,Sabahudin MaosČlan uprave

Prodaja

415

June 11, 2000.

Subject: Account No. 654/06

Dear madam,

We have bought a copy machine on credit and we would like to open a permanent order to pay off the monthly rates to the company Rush d.o.o.

I am asking you to transfer every month 864,60 KM from our account No. 123-4567-8901-23 onto their account No. 321-4321-4321-21 in IB Bank, sarajevo (the business offi ce No. KP1). I am asking you to do the transfer every third in the month, starting from July 3. There will be 24 monthly rates in total.

I am asking you to confi rm the opening of a permanent order.

Sincerely yours,Sabahudin MaosMember of the Board

Sale

Reakcija

Reaction

418

7. septembar 2006. godine

Poštovana gospođo Hodžić,

hvala Vam na Vašem nedavnom upitu.

U prilogu Vam šaljem pojedinosti samo nekih od proizvoda koje prodajemo,te ilustracije nekoliko vrsta lončane robe i pribora za jelo o kojima smorazgovarali.Sve su naše cijene bez PDV-a i ostati će na istoj razini do kraja 2006. godine.

Mislite li da bilo koji od naših proizvoda može biti od koristi Vama lično ili uVašem poslu, bit će mi drago o tome s Vama porazgovarati kad Vas nazovemkrajem sljedeće sedmice.

Želite li bilo kakva dodatna obavještenja, molim Vas da nam se bez ikakvogustručavanja obratite u bilo koje doba.

S poštovanjem,Suzana LipaćOdjel prodaje

Reakcija

419

September 7, 2006.

Dear Madam,

Thank you for your inquiry.

I am enclosing the details of some of our products, and the illustrations of a few kinds of pots and pans and the eating utensils that we talked about. All our prices are without PDV and they will remain the same by the end of 2006.

If you think that any of our products could be useful to you personally, or in your business, I would gladly discuss it with you when I call you next week.

If you need any further information, please, do not hesitate to contact me.

Sincerely yours,Suzana LipaćSales Department

Reaction

420

15. oktobar 2006. godine

Poštovani gospodine Frenc,

sreli smo se na Sajmu građevinarstva 6. (u srijedu) kad ste mi pokazali Vašizuzetno dojmljiv projekcijski sistem. Hvala Vam puno na vremenu koje ste miposvetili. Sad znam kome ću se obratiti kad takav sistem budem mogao sebipriuštiti. Mislim da je takav sistem upravo ono što će nam trebati za projekt,koji je upravo u početnoj fazi, pa ću Vam se javiti ako i čim se on ostvari.

Prava je svrha mog dopisa da Vam zahvalim što ste me, kao zadovoljan kupacnaših proizvoda, upoznali s Vašim dojmovima o našim proizvodima, a drugo,da Vam pošaljem podatke o našem novom asortimanu. To je nova linijaproizvoda o kojoj sam Vam govorio, a za koju imamo pogodnost besplatnogpokusa za proizvode u vrijednosti većoj od 1.000,00 KM.

Prilažem primjerak naše najnovije reklamne brošure, u nadi da će Vas oviproizvodi zanimati.

Još jednom zahvaljujem.

S poštovanjem,Mahir DrlićDirektor marketinga

Reakcija

421

October 15, 2006.

Dear Sir,

We met at the Fair Gradjevinastva 06 ( on Wednesday), when you showed me an impressive projection system. Thank you for your time. Now I know who to turn to once I can aff ord such a system. I think that it is the system we need for the project, which is in its fi rst phase, so I will contact you once it begins.

The real purpose of this letter is to thank you for informing me about your impressions concerning our products, since you appear to be one of our satisfi ed customers and also I would like to send you the details about our new assortement. It is a new line of products I talked about, and we have the benefi t of a free trial for products of the value greater than 1.000,00 KM.

I am enclosing a sample of our newest advertising brochure, hoping that these products will interest you.

Thank you once again.

Sincerely yours,Mahir DrlićMarketing Manager

Reaction

422

20. juli 2006. godine

Predmet: Naša molba za kredit

Poštovani gospodine Resić,

hvala Vam što ste mi u utorak posvetili vrijeme za razgovor o našoj molbi zakredit. Drago nam je što ste dobro prihvatili naš poslovni plan i što smatrate dabiste nam mogli odobriti traženi kredit. Shvatam da Vam treba nekoliko danakako biste plan detaljnije proučili.

Sa zadovoljstvom Vam mogu javiti da smo u međuvremenu dogovorilipojedinosti Ugovora s poduzećem Dils d.o.o., koje nam garantira mjesečnipriliv sredstava u iznosu 50.000,00 KM, odnosno, 10.000,00 KM više nego štosmo na početku očekivali. Nadamo se da ćemo Ugovor potpisati u petak, 27jula. Bilo bi nam od velike koristi znati da ćemo imati potreban obrtni kapitalza fi nansiranje predviđenog povećanja poslovanja.

Shvatam da Vam to ne daje puno vremena za proučavanje našeg plana, nonadam se da ćete nam ipak moći odgovoriti prije nego što potpišemo ugovor.

S poštovanjem,Senir SpahovDirektor

Reakcija

423

July 20, 2006.

Subject: Our credit appeal

Dear Sir,

Thank you for devoting your time to discussing our credit appeal on Thuesday. I am glad you have accepted our business plan and that you think you could approve our credit. I understand you need a few days to consider our appeal.

I am pleased to informed you that we have agreed on the details of the cotract with the company Gales d.o.o., which promises a monthly income of 50.000,00 KM, which is 10.000,00 KM more than we expected in the beginning. We hope to sign the contract on Friday, July 27. It would be useful if we could know whether we will have the capital for fi nancung the business increase.

I understand that it does not leave you much time to consider our plans, but I hope you will be able to reply before we sign the contract.

Sincerely yours,Senir SpahovManager

Reaction

424

16. oktobar 2005. godine

Poštovani gospodine Dejan,

slijedom našeg nedavnog telefonskog razgovora dostavljam Vam brošurunašeg preduzeća.

Kao što ćete vidjeti iz naše brošure, poslujemo s mnogim preduzećima ugrađevinskom sektoru i s ponosom ističemo da sa tim preduzećima imamodugotrajnu uspješnu saradnju. To svjedoči o visokim standardima naše usluge,te realnim cijenama u ovom vrlo konkurentnom sektoru.

Na svaki upit, bilo za spuštene stropove, pregrade, ugradnju specijalnih podovaza računarsku opremu, bez obzira na veličinu, dostavljamo specifi kacijutroškova u zadanim vremenskim rokovima. Na Vaš ćemo poziv doći do Vas, apovjerite li nam obavljanje radova, naše će ih kvalifi cirano osoblje izvršiti brzo,kvalitetno i na Vaše zadovoljstvo.

Naši redovni kupci su najpoznatija imena u građevinskom sektoru, kao štosu ARIA - Gradnja i SGP d.d. koji su nam povjerili postavljanje pregradnihzidova i spuštenih stropova u svojim uredima.

Vrlo rado ćemo Vas posjetiti kako bismo se predstavili i detaljnije Vas upoznalis našim uslugama. Bude li Vam trebalo još primjeraka naše brošure, molim Vasda nam se javite i smjesta ćemo Vam ih poslati.

Vjerujem da će Vas naše usluge zanimati i iskreno se nadam da ćete nampovjeriti radove na Vašim budućim projektima.

S poštovanjem,Ivan DiscevDirektor prodaje

Reakcija

425

October 16, 2005.

Dear Sir,

I am enclosing our company’s brochure after our telephone conversation.

As you can see from our brochure, we do business with many companies in the construction sector and we are proud of our long and successful cooperation. It proves the high quality of our service and real prices in this competitive sector.

At every inquiry, for ceilings, partitions, special fl oor for computer equipment, regardless of the size, we are enclosing the expenses specifi cation for the assigned deadlines. At your call, we will come to you, and if you trust us to do the work, our staff will do it quickly, eff ectively and at your satisfaction.

Our regular customers are the most famous names in the construction sector, such as BR – Gradnja and LikaGrad, who entrusted us the constructions of dropped ceilings and fl oors in their offi ces.

We would gladly visit you to inform you more closely about our services. If you need more samples of our brochure, please do not hesitate to contact us and we will send them immediately.

I believe our services will interest you and I sincerely hope you will entrust us works on your future projects.

Sincerely yours,Ivan Discev Sales Manager

Reaction

426

31. maj 2006.

Poštovani,

u slučaju da prošli mjesec niste primili našu „fantastičnu posebnu ponudu“,kojom smo Vam dali mogućnost da sedam dana isprobate našu uslugu dostave upola cijene, obraćam Vam se ovim dopisom kako bih Vas upoznao s činjenicomda je odgovor bio neočekivano dobar da smo našu ponudu odlučili produljitijoš 4 sedmice, do 30. juna, kako bismo Vam dali vremena da iskoristite ovujedinstvenu priliku.Možda ste potpuno zadovoljni uslugom dostave koju trenutno koristite, no jesteli provjerili garancije koja Vam nudi Vaš partner i usporedili ih s našima?

- Nudi li Vam Vaš sadašnji partner naknadu zarade koju ste izgubili zbogkašnjenja dostave? Mi Vam to nudimo.

- Garantuje li Vam da će njihova cijena biti najniža na tržištu i da će pokritirazliku nađe li se na tržištu cijena niža od njihove? Mi to garantujemo.

- Garantuje li Vam da će Vam u roku od 1 sata po pozivu javiti gdje se nalaziVaš paket? Mi to garantujemo.

Ne udovoljava li usluga koju dobijate ovim visokim standardima, trebali biste seupitati zašto ne? Ne zato što takva usluga ne postoji - jer postoji. Ne oklijevajte,nazovite nas i saznajte pojedinosti ove fantastične ponude.

S poštovanjem,Admir DilićDirektor

P.S. Prihvatite li ovu ponudu do 15. juna, dobit ćete na poklon rokovnik, koji ćeVam pomoći pratiti Vaše pošiljke i uvjeriti se da izvršavamo naša obećanja.

Reakcija

427

May 31, 2006.

Dear Sir,

In case you have not received our fantastic off er last month, where we gave you an opportunity to try our services for a week at half-price, I am contacting you to inform you that the reaction was so good that we decided to prolong the off er 4 more week, until June 30, so that we could give you enough time to use this excellent off er.Maybe you are completely pleased with the service you are currently using, but have you compared the conditions with ours?

- Does you parter off er a late delivery compensation? Because we do.- Do they clain their price will be the lowest on the market and that they will

cover the diff erence for any price lower than theirs? Because we do.- Do they claim to inform you where your package is one hour after your

call? Because we do.

If the service you are getting does not satisfy the highest standards, you should wonder why. Not because such a service does not exist, because it does. Do not hesitate, call us and fi nd out the details of this fantastic off er.

Sincerely yours,Admir DilićManager

P.S. If you accept this off er by June 15, we will give you a notebook as a present, which will help you to track your orders and to ensure that we keep our promises.

Reaction

428

15. maj 2006. godine

Poštovani gospodine Perić,

puno Vam hvala na Vašem današnjem telefonskom upitu o našoj dostavnojslužbi.

U prilogu Vam dostavljamo brošuru našeg preduzeća, u kojoj ćete naćipojedinosti usluge koju pružamo, kao i pojašnjenje naših garancija, te kuponza korištenje naših usluga u pola cijene u trajanju od sedam dana. Ali požurite- ova ponuda prestaje 30. maja i nećemo je produžiti nakon tog datuma.

Znamo da nemate vremena ispunjavati naše obrasce. Da bismo Vam život učinili lakšim, upisali smo u njih Vašu adresu, a Vi samo morate označiti kakvuuslugu želite, potpisati obrazac i vratiti nam ga poštom, zajedno s kuponom zapopust, u za to pripremljenoj omotnici.

Drago nam je što ste izabrali SITTO za usluge dostave. Ne budete li potpunozadovoljni našim uslugama, nazovite me i ja ću se osobno pobrinuti da se svakinesporazum, pa bio on i najmanji, smjesta riješi.

S poštovanjem,Sabahudin MiodragDirektor

Reakcija

429

May 15, 2006.

Dear Sir,

Thank you for your telephone inquiry about our delivery service yesterday.

I am enclosing the brochure of our company, in which you will fi nd the details about the service that we off er, and the clarifi cation of the claims, and a coupon for our services at half-price for a week. But please hurry, this off er lasts until May 30, and we will not prolong it after that date.

I know that you have not got time to fi ll in our brochures. To make your life easier, we have fi lled in your adress, and you have to sign what kind of service you want and sign the form and send it back by mail, together with the discount coupon, in the prepared envelope.

I am glad you chose SITTO for your delivery services. If you are not completely satisfi ed with our services, please call me, and I will personally take care of any misunderstanding, even the smallest one.

Sincerely yours,Sabahudin MiodragManager

Reaction

430

19. juli 2006. godine

Poštovani gospodine Miodrag,

bilo mi je zadovoljstvo sresti se s Vama jučer, naročito stoga što smo se dosadčuli samo u kratkim telefonskim razgovorima.

Potvrđujem da bismo Vam sa zadovoljstvom pomogli u osmišljavanju Vašihpotreba za informatizacijom, kad god za to osjetite potrebu. Kao što samobećao, dostavljam Vam kratak sažetak naše ponude, koja je sastavljena natemelju potreba naših kupaca.

Situacija koju ste mi opisali i Vaša iskustva s informatizacijom zvuče poznato.Vaše zamisli o uvođenju računara vrlo su dobre i siguran sam da bismo Vammogli osigurati onakav pristup podacima kakav želite.

Kao što sam spomenuo, Samir Bijelić je naš stručnjak za računare i on će sevrlo rado sastati s Vama i proučiti Vaše potrebe, kako bi vidio što se možeučiniti.

U međuvremenu, imate li bilo kakvih pitanja, molim Vas da me nazovete.

S najboljim željama,Borislav GonkićDirektor prodaje

Reakcija

431

July 19, 2006.

Dear Sir,

I was glad to meet you yesterday, especially because we had contacted each other only through short telephone conversations before.

I confi rm that we would gladly help in giving meaning to your need for informatisation, whenever you feel like it. As I promised, I am enclosing a short summary of our off er, based on the needs of our customers.

The situation you described and your experience with informatisation sounds familiar. Your thoughts about introducing personal computers are very good and I am sure we could ensure the access that you desire.

As I mentioned, Samir Bijelić is our personal computer expert and he will gladly meet you and discuss your needs, so that he can decide what to do.

In the meantime, if you have any further questions, please, do not hesitate to contact me.

Sincerely yours,Borislav GonkićSales Manager

Reaction

Vraćanje

Returning

434

Predmet: Naša narudžba broj ACX 0235/06

Poštovana Senada,

jučer smo dobili šezdeset spojnica za brzo rubljenje od 30 mm, koje sudostavljene po Vašem računu br. 0123/06, od 20. septembra.

U našoj narudžbi br. ACX 0235/06 jasno smo tražili trideset spojnica od 60mm. Bio bih Vam zahvalan kada biste nam dostavili tražene proizvode.

Spojnice od 30 mm Vam vraćamo u zasebnom omotu.

S poštovanjem,Dejan KrvićDirektor nabavke

Vraćanje

435

Subject: Our order No. ACX 0235/06

Dear Madam,

We received sixty 30 mm junctions yesterday, delivered by your account No. 0123/06, dated September 20.

In your order No. ACX 0235/06 we asked clearly for thirty 60 mm junctions. I would be grateful if you could deliver the desired products.

The 30 mm junctions will be returned to you in a special envelope.

Sincerely yours,Dejan KrvićSupply Manager

Returning

436

Predmet: Naša narudžba broj AX 1235/06

Poštovana gospođo Armina,

dobio sam pošiljku od šezdeset spojnica za brzo rubljenje od 30 mm, kaoodgovor na našu narudžbu br. Ax1230/06. Broj Vašeg računa od 20. septembraje 0123/06.

Moja narudžba jasno navodi trideset spojnica od 60 mm. Budući da u bližojbudućnosti nemam potrebe za spojnicama od 30 mm, vraćam Vam ih uzasebnoj pošiljci. Molio bih da mi se što prije pošalju spojnice od 60 mm.

Hvala na pažnji.

S poštovanjem,Nadir BoskoDirektor nabavke

Vraćanje

437

Subject: Our order No. AX 1235/06

Dear Madam,

I received sixty 30 mm junctions yesterday, as a reply to our order No. Ax1230/06. The number of your account is . 0123/06, dated September 20.

My order clearly states thirty 60 mm junctions. Since I do not need 30 mm junctions, I am returning them in a special envelope. I am asking you to send the 60 mm junctions as soon as possible.

Thank you for your attention.

Sincerely yours,Nadir BoskoSupply Manager

Returning

438

Predmet: Vaš račun br. 01234/06

Poštovana gospođo Samira,

hvala Vam na računu br. 01234/06 od 30. marta za 30 pari muških ljetnihpantalona.

Iako smo uspješno prodali 10 pari zelenih pantolona, crvene se, nažalost, nisupokazale osobito popularnim. Stoga Vam vraćam 15 pari crvenih pantalona,kako smo ugovorili.

Očekujem Vašu obavijest o otpisivanju potražavanja za vraćene proizvodekako bismo odmah krajem mjeseca namirili račun.

S poštovanjem,Tihomir GondoljVoditelj nabavke

Vraćanje

439

Subject: Our account No. 01234/06

Dear Madam,

Thank you for your account No. 01234/06 dated March 30, for 30 pairs of male summer pants.

Although we successfully sold 10 pairs of green pants, the red ones have not proved to be extremely popular, unfortunately. Therefore I am returning 15 pairs of red pants, as we agreed in the contract.

I am expecting your notice about writing off the payment for the returned products so that we could settle the debt by the end of the month.

Sincerely yours,Tihomir GondoljSupply Manager

Returning

Poslovna pisma

440

Zahtjev

Request

442

24. juli 2006. godine

Poštovani gospodine Toby,

nikako ne mogu razumjeti zbog čega nam niste platili iznos koji nam dugujete.Kao što sam Vam već objasnio, našli smo se u izuzetno teškoj fi nansijskojsituaciji zbog Vašeg duga od 35.653,00 EUR-a. Nije mi jasno zbog čega steu plaćanje uključili svog pravnog savjetnika. Što se mene tiče, radilo se opotpuno jasnom poslovnom odnosu, iz kojeg proizlaze obveze kojima morateudovoljiti.

Jasno mi je da ste morali čekati neko vrijeme da biste naplatili proizvode kojeste prodali. Ali isto tako, vjerujem da Vam je jasno da naručenu robu morateplatiti, bez obzira jeste li je Vi uspjeli naplatiti ili ne. Mi moramo platiti našimdobavljačima bez obzira jesmo li od Vas dobili novac ili ne.

Ja ću biti u Zagrebu između 7. i 12. augusta. Odsjest ću u hotelu “Zagreb”.Očekujem od Vas da mi smjesta javite (telefonski, faksom ili po kuriru) kadse možemo naći i kad mogu od Vas dobiti ček na gornji iznos, odnosno kadćete gornji iznos uplatiti izravno na naš bankovni račun. Ne učinite li to, datću nalog mom advokatu u Hrvatskoj da ustane tužbom protiv Vas i Vašegpreduzeća radi naplate duga.

Nadam se Vašem žurnom odgovoru.

S poštovanjem,Kasim SablicaFinansijski direktor

Zahtjev

443

July 24, 2006.

Dear Sir,

I cannot understand why you have not paid the debt that you owe us. As I have already explained, we are in a diffi cult fi nancial situation because of your debt of 35.653,00 EUR. I do not understand why you involved your legal advisor in the debt payment. As far as I am concerned, it is clearly business relationship, with the obligations that you have to meet.

I know that you had to wait for some time for the products to be paid to you. But at the same time, it must be clear to you that you have to pay for the goods you order, no matter whether you managed to sell it or not. We have to pay our suppliers no matter whether we received the money from you or not.

I will be in Kuala Lumpur from August 7 to August 12. I will be staying at the Zagreb Hotel. I am expecting you to contact me immediately( by phone or fax), to arrange our meeting, that is to arranger when you are going to pay the above-mentioned sum onto our bank account. If you do not do so, I will give a warrant to my legal representative in Croatia start a legal suit against you and your company because of the debt.

I am looking forward to hearing from you soon.

Sincerely yours,Kasim SablicaFinancial Manager

Request

444

12. januara 2006. godine

Predmet: Naš neosporeni račun br. 001234/06

Poštovani gospodine Tirić,

vaš je račun dospio u moje ruke, jer smo dobili sve naznake da Vaš posaopropada. Nitko ne odgovara na naše telefonske poruke, a jedina zaposlenica skojom smo mogli razgovarati je osoba na Ugovoru o djelu, koja ne može datinikakve odgovore.

Iskreno se nadam da nisam u pravu, te da je došlo do nekog nesporazuma kojise lako može objasniti.

Ali, činjenica je da nam dugujete 16.520,00 KM za neosporeni račun br.001234/06, koji je u vezi s Vašom narudžbom broj WX1234. Račun je trebaobiti plaćen krajem augusta.

Kako bismo izbjegli daljnje nesporazume, molimo Vas da uplatu izvršite poprimitku ovoga dopisa.

Molimo Vas da ovaj dopis shvatite kao službenu i zadnju opomenu. Ne dobijemoli Vašu uplatu do podneva, u utorak 21. januara, pokrenut ćemo protiv Vassudski postupak bez dodatne obavijesti.

S poštovanjem,Zijada KamberPravni odjel

Zahtjev

445

January 12, 2006.

Subject: Our Unqestionable Account No. 001234/06

Dear Sir,

Your account came into my hands with all the signs that your company is failing. Nobody answers our phone messages, and one of your employees that we came in touch with is there on contract and cannot give any information.

I sincerely hope I am not right and that this is a misunderstanding that will be easily solved.

However, the fact that you owe us 16.520,00 KM for the unquestionable account No. 001234/06, concerning your order No. WX1234. This should have been paid by the end of August.

To avoid further inconveniences, please, pay the above-mentioned sum after you receive this letter.

I am asking you to understand this letter as the last offi cial warning. If we do not receive your payment by noon, on January 21, we will start a legal suit without further notice.

Sincerely yours,Zijada KamberLegal Department

Request

446

Preporučeno

Poštovani gospodine Bunjevac,

iznenađen sam što nisam primio odgovor na moj prethodni dopis, u kojemVas molim da smjesta namirite dospjelo dugovanje, koje je davno trebalo bitiplaćeno.

Nažalost, ne mogu dozvoliti da ovaj račun i dalje bude neplaćen, te Vas sažaljenjem moram obavijestiti da će predmet biti predat u druge ruke za sedamdana.

Još uvijek se nadam da to neće biti potrebno, te da ćete dugovanje namiriti uroku od sedam dana.

S poštovanjem,Ivan SablicaOdjel za pravne poslove

Zahtjev

447

Recommended

Dear Sir,

I am surprised I have not received your reply to my previous letter, in which I am asking you to settle your debt, that should have been paid a long time ago.

Unfortunately, I cannot allow this bill to be unpaid, and I am sorry to inform you that this subject will be transferred in other hands in seven days.

I still hope it will not be necessary, and that you will settle the debt in seven days.

Sincerely yours,Ivan SablicaLegal Department

Request

448

7. august 2006. godine

Predmet: Vaš račun br. 03214/06

Poštovani gospodine Repovac,

dobio sam Vaš račun (br. 3200/06), na iznos od 2.672,50 KM.

Čini se da se ovaj račun odnosi na 50 lanenih košulja koje ste nam poslali naogled. Na žalost, nismo za njih uspjeli naći tržište, pa smo ih vratili 30. jula, štoje bilo unutar ugovorenog roka od 15 dana.

Molilo bih Vas da poništite račun.

S poštovanjem,Nenad JurićNabavka

Zahtjev

449

August 7, 2006.

Subject: Your Bill No. 03214/06

Dear Sir,

I received your bill No. br. 3200/06 at the amount of 2.672,50 KM.

It seems that this bill refers to 50 linen shirts that you sent us for trial. Unfortunately, we have not manager to fi nd market for them, so we returned them on July 30, which was within the agreed 15-day trial.

I am asking you to annul the bill.

Sincerely yours,Nenad JurićSupply

Request

450

23. august 2006. godine

Poštovani gospodine Ribar,

prije sedam dana dogovorili smo se da ćete popraviti 190 cm visok ogradni zidoko našeg posjeda.

Posao je izvršen prema našim specifi kacijama, ali smo jutros primjetili da jemalter koji veže cigle popucao do te mjere da otpada, a i neke cigle su se većrasklimale.

Hoćete li, molim Vas, poslati nekoga da taj, loše obavljeni, posao što prijepopravi?

S poštovanjem,Kasim SelmanGeneralni direktor

Zahtjev

451

August 23, 2006.

Dear Sir,

We agreed for you to fi x the 190 cm high fence around our estate a week ago.

The job was done according to our specifi cations, but we noticed this morning that the mass binding the bricks has cracked and started to fall off , and some of the bricks are already unstable.

Will you, please, send someone, to fi x the badly-done job?

Sincerely yours,Kasim SelmanChief Executive

Request

452

28. novembar 2005.

Poštovani,

nedavno smo proširili zgradu i trebamo dodatne radne prostorije za novoosoblje koje primamo u radni odnos.

Bio bih Vam zahvalan kada bi me jedan od Vaših predstavnika mogaonazvati kako bismo dogovorili sastanak na kojem ćemo razgovarati o našimpotrebama.

S poštovanjem,Samir HrskoŠef ureda

Zahtjev

453

November 28, 2005.

Dear Sir,

We have reconstructed our building and we need additional working space for the new staff we are recruiting.

I would be grateful if one of your representatives could contact me so that we could arrange a meeting to discuss our needs.

Sincerely yours,Samir HrskoDepartment Manager

Request

454

22. maj 2006. godine

Predmet: Vaš račun br. 00456/06

Poštovana gospodo,

dobio sam Vaš račun za odjelni rezač papira, koji sam od Vas naručio. Vidimda račun uključuje i troškove dostave u iznosu od 25,00 KM.

Kad smo s Vašim predstavnikom dogovarali narudžbu, nije bilo niti jedneriječi o tim troškovima, a naša narudžbenica br. XY 234/06 izričito kaže da jedostava uključena u navedenu cijenu. Niko nas s Vaše strane nije upozorio nabitnu razliku u cijeni prije same dostave rezača.

Očekujem da ćete nam dostaviti obavijest o otpisivanju potraživanja zacjelokupni iznos od 25,00 KM.

S poštovanjem,Salem ŠehićVoditelj ureda

Zahtjev

455

May 22, 2006.

Subject: Your Bill No. 00456/06

Dear Sir,

I received your bill for the department paper cutter, that I ordered from you. I can see that it includes the delivery expenses of 25,00 KM.

When we agreed about the order with your representative, he did not mention any expenses, and our order No. XY 234/06 clearly states that the delivery is included in the price. Nobody warned us about the possible price change of your paper cutter.

I expect you to inform us about the signing off the request for the whole amount of 25,00 KM.

Sincerely yours,Salem ŠehićDepartment Manager

Request

Zahvale

Gratitude

458

24. mart 2006.

Poštovana Ivana,

sretno stigavši u Sarajevo i prilagodivši se na razliku u vremenu, veličinu mjestai činjenicu da se kafa služi na kraju obroka, napokon Vam se mogu javiti inapisati nekoliko riječi o posjetu Vašim uredima.

Prvo bih zahvalio Vama i svim Vašim kolegama na izuzetnoj gostoljubivosti ivremenu koje ste nam posvetili.

Snažno nas se dojmio očiti profesionalizam koji prožima cijelu Vašuorganizaciju. Rečeno nam je da ste “broj jedan za sisteme”, a Vi ste nas u to iuvjerili. Osim toga, stekli smo dojam da ste odlični i u svemu drugom.

Sve što mogu reći je samo još jedno hvala na gostoprimstvu. Nadam se daćemo imati prigodu uzvratiti Vam na sličan način kad Vi ili neko od Vašihkolega odluči posjetiti Sarajevo.

Puno pozdrava.

S poštovanjem,Edin TrakićDirektor

Zahvale

459

March 24, 2006.

Dear Madam,

I can fi nally contact you and write a few words about the visit to your offi ces after I have arrived happily in Sarajevo and adjusted myself to the time-diff erence, the size of the place and the fact that the coff ee is served at the end of the meal.

I would like to thank your and your colleagues for the time that you devoted to us and for your excellent hospitality.

I was impressed by the professionalism that characterises your company. We were told that you are ‘number one for systems’, and you convinced us it is true. Furthermore, you convinced us you are excellent in every way.

All I can say is thanks again for your hospitality. I hope I will have the opportunity to return your hospitality if you or one of your colleagues decides to visit Sarajevo.

Best regards.

Sincerely yours,Edin TrakićExecutive

Gratitude

460

10. mart 2006. godine

Poštovani Saša,

puno hvala što ste mi omogućili da provedem izuzetno ugodan dan.

Sve teme o kojima smo razgovarali bile su zanimljive i uveliko će poboljšati mojesveukupno znanje o ovom poslu. Bilo mi je zadovoljstvo upoznati Vas i Vašekolege, te se veselim budućem ponovnom razgovoru sa svima vama. MolimVas da svima zahvalite što su mi posvetili svoje vrijeme. To zaista cijenim.

Usput rečeno, kalendar, blok i olovka već služe u dobre svrhe!

Još jednom, puno Vam hvala.

S poštovanjem,Kasim BijelicaNovi direktor poslovnice

Zahvale

461

March 10, 2006.

Dear Sir,

Thank you for enabling me to spend a very beautiful day.

All the topics we discussed were interesting and improved my knowledge about this business. It was great pleasure to meet you and your colleagues, and I am looking forwarded to meeting you again. I am asking you to thank all of them for their time. I appreciate it immensely.

By the way, the calendar, the notebook and the pencil already serve a good purpose!

Thank you once again.

Sincerely yours,Kasim BijelicaNew Business Manager

Gratitude

462

03. august 2006.godine

Poštovani Edine,

hvala ti na uplati.

Kako je prekrasno osvježavajuće primiti uplatu samo dan pošto mi je rečenoda je proslijeđena!

Hvala ti što nisi:1. dao virman na potpis kolegi koji je na godišnjem odmoru,2. poslao ga Vašem računovodstvu na konačno odobrenje i brzu obradu,3. strpao virman u sljedeći krug plaćanja,4. učinio sve što je u tvojoj moći da virman bude hitno plaćen i ako

a) utorak je prekasno da bi virman bio poslan taj tjedan, ib) plaćanja koja dolaze na naplatu poslije 5. u mjesecu nikako ne mogu

biti izvršena isti mjesec.

Drugim riječima, srdačno ti hvala.

Puno pozdrava,Džemo TrnkaDirektor računovodstva

Zahvale

463

August 3, 2006.

Dear Sir,

Thank you for the payment.

It is refreshing to receive the payment only one day after I was told it was proceded!

Thank you for not: 1. giving the bill to a colleague who is on holiday2. sending it to the accountancy for fast and quick approval3. putting it into the next payment round4. doing everything that is in your power to pay the bill on time although

a) Thuesday is too late to send the bill that weekb) The payment that comes after the 5. cannot be paid the same month.

In other words, I thank you sincerely.

Sincerely yours,Džemo TrnkaAccountancy Manager

Gratitude

464

15. februar 2006. godine

Poštovana gospođo Novak,

hvala Vam na dopisu od 9. februara 2006. godine.

Vaši su nam dojmovi izuzetno dragocjeni.

Jako mi je drago što ste uživali u kursu. Dajemo sve od sebe kako bismo svojekurseve učinili što zanimljivijima, ali svi neizmjerno uživamo kada dobijemodopise zahvale kakve ste se Vi potrudili napisati. Bit će mi zadovoljstvo prenijetiVaše pohvale svima koji su sudjelovali u organizaciji.

Svako dobro od mene i svih u Derby-com-u .

S poštovanjem,Senad KapićDirektor marketinga

Zahvale

465

February 15, 2006.

Dear Madam,

Thank you for your letter dated february 9, 2006.

Your impressions are very valuable to us.

I am glad you enjoyed the course. We are doing our best to make the courses interesting, but we extremely enjoy letters of gratitude such as yours. It will be great pleasure to tranfer your gratitude to all those involved in the organisation.

All the best from me and the others from Dreby-com.

Sincerely yours,Senad KapićMarketing Manager

Gratitude

466

24. septembar 2006. godine

Poštovani Dejane,

bilo mi je veliko zadovoljstvo upoznati Vas i Vašu ekipu prošle sedmice. PunoVam hvala na Vašem izuzetnom gostoprimstvu. Osjećao sam se kao kod kuće.

Program je nadmašio sva moja očekivanja, a društvena događanja nisu nimalo zaostajala (posebno nogomet). Izuzetno me se dojmilo znanje koje su sve Vašeekipe pokazale. Svakako imate dobar timski duh i svi su se, unatoč činjenici daste očito jako zaposleni, sa zadovoljstvom odrekli svog vremena kako bi došlisa mnom porazgovarati.

Još jednom Vam puno hvala. Veselim se ponovnom viđenju sa svima vama(čuo sam da je decembar dobro vrijeme za to).

Puno pozdrava.

S poštovanjem,Ademir BalićVoditelj poslova na terenu

Zahvale

467

September 24, 2006.

Dear Sir,

It was great pleasure meeting you and your team last week. Thank you for your impressive hospitality. I made myself at home.

The programme exceeded my expectations, and the social events were very good( especially football). I was impressed by the knowledge of your teams. You certainly have good team spirit, and despite of the fact that all of you are very busy, you devoted your time to meeting me.

Thank you once again. I am looking forward to meeting you again( I have heard that December is good time for it).

Best regards.

Sincerely yours,Petar LovrekTerrain Work Manager

Gratitude

468

13. januar 2006. godine

Poštovana Adisa,

bilo mi je zadovoljstvo sresti se s Vama nešto prije Božića. Sa zadovoljstvomVam javljamo da je gospodin Franulović od nas naručio jedan uređaj za varenjedna plastičnih vrećica. Dvije narudžbe su nam promakle, ali i jedna je odlična.Hvala Vam za vrijeme i trud koji ste uložili u naše ime.

Nadamo se da ćemo proizvod isporučiti tokom prve sedmice februara i da ćekolege gospodina Drapića u sektoru proizvodnje odjeće, koji koriste ljepljivutraku za zatvaranje vrećica, također, pokazati zanimanje pokaže li se aparatgospodina Drapića uspješnim.

Kao što sam Vam spomenuo prije našeg posjeta, pripada Vam provizija od10% za ovaj posao.

Hvala Vam još jednom na pomoći, uz najbolje želje za uspješnu 2006. godinu.

S poštovanjem,Drago JolićDirektor marketinga

Zahvale

469

January 13, 2006.

Dear Madam,

It was great pleasure meeting you before Christmas. I am glad to inform you that Mr Drapic ordered one of the plastic bag binding machines. We missed two orders, but one is good, as well. Thank you for your time and your eff ort.

We hope to deliver the machine during the fi rst week of February, and that Mr Drapic’s colleagues in the clothes production department, who are using the stick for binding plastic bags, will show their interest if the machine proves to be a success.

As I mentioned during your visit, you have gained a 10% commission.

Thank you once again for your help, with the best wishes in the New Year.

Sincerely yours,Drago JolićMarketing Manager

Gratitude

Žalbe i prigovor

Complaints and Objections

472

1. septembar 2006. godine

Poštovani Kasime,

hvala Vam što ste nam došli ugraditi dodatni prozor u uredu. Zaista je unioviše svjetla u naš prostor. Međutim, imam jedan mali problem, koji bih Vamhtio spomenuti.

Iz nekog razloga dio prozora koji se otvara ne želi ostati u svom pravom položaju, već se pomakao, tako da jedna strana struže o okvir, a na drugoj jeneobično velik procijep. To je odlično kad nam ljeti treba osvježenje, ali nijebaš ugodno kad zapuše orkanska bura!

Možete li sljedeći tjedan doći i pomoći prozoru da se vrati u svoj pravilanpoložaj? Nazovite me da mi javite kad ćete doći.

S poštovanjem,Ivana KlasnićŠef ureda

Žalbe i prigovor

473

September 1, 2006.

Dear Sir,

Thank you for fi tting the additional window in our offi ce. It brought much light into the working space. However, we have a small problem I would like to mention.

For some reasons, the opening part of the window does not remain in its desired position, and on one side scrapes the pane and on the other makes a big split. It can be great during the summer when we need refreshment, but it is not very convenient during a storm!

Could you come next week and put the window in its original position? Call me to tell me when you are coming.

Sincerely yours,Ivana KlasnićDepartment Manager

Complaints and Objections

474

21. septembar 2006. godine

Predmet: Preporuka Ivanu Barić za posao u našem prodajnom timu

Poštovani Samire,

kao što znaš, razgovor s njim nas se dojmio Ivan se činio idealnim za posao.Na žalost, stigao je 1. august, a od Ivana Barić ni traga – ni glasa! Kad smo ganapokon nakon tri dana uspjeli pronaći, rekao nam je da taj posao nije baš onošto je tražio i da je već prihvatio drugo mjesto za veću plaću. Upitan zašto namse nije ranije javio, odgovorio nam je da nije smatrao potrebnim da to učini!

Ne moram ti niti reći koliko mi je neugodno – a moj direktor ovog trenutkarazmišlja o tome hoće li ikad više htjeti poslovati s tvojim preduzećem.

Predlažem ti da mu se odmah javiš i iz ovog nereda pokušaš spasiti što sespasiti da. Volio bih da mi se javiš, jer smo sada svi u istoj nevolji.

Sve najbolje.

S poštovanjem,Miroslav DoljanDirektor marketinga

Žalbe i prigovor

475

September 21, 2006.

Subject: Your reference for Ivan Barić for the position in our selling team

Dear Sir,

As you already know, the interview with Ivan impressed us and we fi nd him ideal for the job. Unfortunately, August 1. came and there was no sign of Ivan. When we managed to fi nd him after three days, he told us that this job was not exactly what he was looking for and that he had already accepted another job with a higher salary. When we asked him why he had not informed us, he replied he did not feel obliged to do so.

I do not have to mention how embaressed I felt, and my manager reconsiders ever doing business with your company again.

I am suggesting you to contact him immediately and to save what can be save at this moment. I would like you to contact me because we are all in the same trouble.

All the best.

Sincerely yours,Miroslav DoljanMarketing Manager

Complaints and Objections

476

23. septembar 2006. godine

Predmet: Super – softverski paket

Poštovani gospodine Marko,

15. augusta poslali smo Vam narudžbu za jedan primjerak super – softverskogpaketa koji oglašavate u “The Economistu”. Isti smo dan s narudžbom poslaliček na 349,50 EUR.

U ponedjeljak , 17. septembra, nazvali smo Vas kako bismo se raspitali o tomekad ćete nam robu poslati. Rečeno nam je da pošiljku očekujete te sedmice, ada će nam naš primjerak biti poslat u petak (21. septembra).

Još uvijek nismo dobili naručenu robu, a danas smo u telefonskom razgovorusaznali da roba još nije dostupna, iako ste nas uvjeravali da “samo što nijestigla”.

Također, primjećujem na našem bankovnom izvodu da ste ček unovčili sedamdana po primitku.

Kako očito niste u stanju dostaviti robu unutar 28 dana, kao što kaže Vaš oglas,poništavam narudžbu, a povratnom poštom očekujem i povrat ukupnog iznosaod 349,50 EUR-a.

S poštovanjem,Sabina NedićUpraviteljica ureda

Žalbe i prigovor

477

September 23, 2006.

Subject: Super-software package

Dear Sir,

We sent you an order for a sample of super-software package that advertise in The Economist on August 15. We sent the check at 349,50 EUR the same day.

On Monday, September 17, we called you to ask when the goods will be sent to us. You said that you were expecting the delivery that week, and that our sample would be sent on Friday, September 21.

We have not received the ordered goods yet, and in our telephone conversation today we discovered that it is not available, although you convinced us that ‘it was about to arrive’.

I also notice that you have already proceded our check.

Since you are not able to deliver the goods within 28 days, as you advertisement says, I annul the order, and I expect 349,50 EUR to be returned.

Sincerely yours,Sabina NedićDepartment Manager

Complaints and Objections

478

9. novembar 2005. godine

Predmet: Naša narudžba br. WY0236/06

Poštovani gospodine Norić,

6. novembra dobili smo od Vas pošiljku od 50.000 omotnica za dopiseC5 (štampane u boji samo na prednjoj strani), prema našoj narudžbi br.WX0236/06.

Kad smo ih jučer otvorili, otkrili smo da ih je većina loše štampana. Uzelasam slučajne uzorke iz 2.000 kutija i otkrila da je cijela pošiljka jednako loša.Dostavljam uzorke za provjeru.

Molim da me nazovete kako bismo dogovorili povrat ovih i datum dostavezamjenskih omotnica.

Puno hvala na pomoći.

S poštovanjem,Vesna GlavanDirektorica proizvodnje marketinškog materijala

Žalbe i prigovor

479

November 9, 2005.

Subject: Our order No. WY0236/06

Dear Sir,

On November 6, we received your delivery of 50.000 covers for C5 letters( with the colour front page), according to our order No. XY0236/06.

When we opened them yesterday, we discovered that most of them were badly printed. I took samples from 2.000 boxes and discovered that the whole delivery was equally bad. I am enclosing samples for further inspection.

I am asking you to call me so that we could arrange the return of these and the delivery date for the replacement.

Thank you for your help.

Sincerely yours,Vesna GlavanMarketing Material Sales Manager

Complaints and Objections

Sponzori

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ZIV FIRME

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JELATNO

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