Complete Plain Words Quotes

“Adapt the atmosphere of your reply to suit that of the letter you have received. If its tone is troubled, be sympathetic. If it is rude, be especially courteous. If it is muddle-headed, be especially lucid. If it is stubborn, be patient. If your correspondent is helpful, be appreciative. If you find yourself convicted of a mistake, acknowledge it freely and even with gratitude.”
― Rebecca Gowers, Plain Words