1. Describe the role and importance of listening skills in cross-cultural communication. How can these skills be learned or improved?

2. Consider the following statement: "Each culture has its own norms of etiquette. In a diverse society like America, as well as in a globalized world, it is difficult to establish principles of communication etiquette that would apply in most business situations." What do you think of this view? Have you ever been misunderstood due to cultural differences? Are there any principles of etiquette that might be considered universal? Give reasons and examples to support your answer.