1. Promptness
Reply to the letter the day it is received. If time is needed acknowledge the letter and indicate when a reply will be sent.

2. Knowledge of the subject
This includes knowledge of past correspondence.

3. Accuracy, completeness and clarity:
Verify facts before you write them.

4. Courtesy
We should seek favours politely and express our gratitude for the favours done to us.

5. Appropriateness
Vary the tone of your letter according to the occasion and the psychology of the reader.

6. Tact
You should endeavour to retain the goodwill of someone even though his request has been turned down.

7. Persuasion
This means winning people to your point of view by making positive suggestions and explaining that what you say is to their advantage.

8. Conciseness
Eliminate all irrelevant details from your letter.

9. Adopt the you approach
Avoid the ‘I’ and ‘We’ in your letter.

10. Adopt the positive and pleasant Approach.
Avoid No’s and Sorry’s in your letter they are unpleasant and unwelcome No for example can be written as ‘ another time’ or ‘try later’ sorry may be presented as’ I will try’.

11. Use familiar language
Avoid jargon, bombastic and colloquial or words when writing a business letter.

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