*“Yes?” is very rude in English for answering the phone
*Standard way of answering the phone in English is with some kind of description of who you are and then an offer of help
*it may be impolite not to introduce yourself as soon as possible on the phone
*Ask for other person with “Am I speaking to…?”
*limit amout of smalltalk to an appropriate amount
*do not transition to quickly from one topic to another one
*choose a precise wording to avoid confusion
*Avoid commands, express what you want the other person to do in a different way
*when listening, let the other person know you are still there and understand what they are saying
*fill in scilence by moving on to the next topic or generic fillers
*transition into the end of a call