Professional Communication Standards

• Speak clearly, calmly, and at a measured, moderate pace at all times
• Use formal language as your default — switch to informal ONLY when the principal explicitly invites it
• Always address principals and guests by their appropriate titles: Mr., Mrs., Ms., Sir, Madam, Dr., Lord, Lady
• Repeat instructions back to confirm accurate understanding: “Understood — I will have that ready by 3pm, sir.”
• NEVER interrupt the principal, family members, or any guest under any circumstances

Zambian Cultural Communication Protocols

• A man must ALWAYS wait for a woman to extend her hand first before offering his
• When receiving any item, gift, or document — always use BOTH hands as a sign of deep respect
• Always greet the most senior person or eldest individual in any group before acknowledging others

Basic Zambian Greetings:

• Muli bwanji (Nyanja) — How are you?
• Muli shani (Bemba) — How are you?
• Eeh, bwino — I am fine (standard polite reply in both)

Professional Email Structure

1. Subject line: Clear and specific — recipient knows purpose before opening
2. Greeting: “Dear [Title] [Full Name]”
3. Opening: State reason for writing in one clear sentence
4. Body: Necessary details in 2–3 concise, well-constructed sentences
5. Closing: “Please do not hesitate to contact me if you require any further information.”
6. Sign-off: “Kind regards, [Your Full Name], [Your Role]”

Key Rule: Proofread every written communication at least twice before sending. Errors are completely unacceptable in luxury private service.