Instructions: This examination consists of short-answer- and application-type questions only. You are required to answer ANY THREE (3) of the questions. You MUST USE EXAMPLES to support your discussions; if not, you will be penalized. Each question is valued 15 marks. Be concise yet comprehensive in your responses. Before you begin please observe further instructions on page 3 1. (a) Explain what it means to communicate as a professional in a business context. (b). Define ethics. Differentiate between an ethical dilemma and an ethical lapse 2. Team work is extremely important in today's modern workplace and more organisations are adopting a team- based structure. (a) Outline the importance of communicating effectively in teams. (b) List three (3) communication advantages and three (3) communication disadvantages of working in teams. Note: these advantages and disadvantages must be related to team communication. 3. In recent times, Pro-professional, a major Jamaican business advisory firm, has been hiring an increasing number of expatriates to work in its office in Kingston, Jamaica. Naturally, with these "foreigners" come various cultural differences, thus posing an extra challenge to the local workers at Pro-professional. Discuss the following cultural characteristics and state in what ways each could impact the behaviour at this firm. a. Ethnocentrism b. Stereotyping c. Low-context culture 4. Part of professionalism in business communication involves the proper use of the office telephone. You are a Customer Service Rep at a large courier company in Jamaica and on this particular morning you receive a call from an unhappy customer about a package that has not been delivered since last week. Outline the procedure for: a. Answering a business call in general b. Placing the customer (mentioned above) on hold while getting information from other parties to address his claim c. Ending the call with this customer NB: Be as detailed as necessary