Read the passage carefully and answer the questions.

Every business is a combination of material resources and of human abilities;

the first are so much inert matter without the second. It is useless for an undertaking to have unlimited up-to-date equipment, and ample raw material, unless at the same time it has a working force competent to turn these resources into saleable goods. The provision of adequate training facilities is merely the 'planned maintenance' of the human element in production and is essential for employer and employee alike.

The training of any employee who comes into contact with the public -is particularly important. He or she is the personal link between the business and the customer and on his or her actions are based the customer's impressions of the business. How many bad impressions have been caused by rudeness or unhelpfulness on the part of the switchboard operators? And yet a telephone operator who understands the general workings of the business, knows the executives who deal with its different aspects, and who has been trained to answer calls courteously and pleasandy can be an enormous asset to any business.

H. R. Light, The Business Executive

(a) What is meant by the following expressions:

so much inert matter planned maintenance of the human element?

(b) What skills does the passage suggest that a telephone operator requires?

(c) Suggest, and justify, two additional skills you think a telephone operator requires.