Communicating effectively is a crucial skill in the delivery of excellent customer service and quality care. Listening is of utmost importance in the Communication Process and a failure to adhere to proper listening skills can result in untold misery for service providers and their customers. You are required to: 1) Briefly explain the importance of informational listening' in the border officer's role of processing passengers. 2) Highlight one service delivery process utilizing non-verbal communication - in the era of social distancing - between border agencies and passengers or importers. 3) Explain why service providers should ensure that written communications to customers, whether on social media platforms or on computer systems, are grammatically correct and void of text language.