Gave apeer agenuinecomplimentParaphraseEEPaidcompleteattentionVerifiedEEeligibilityConnectEEwithrequestedserviceSaid"thankyou"Closed-endedquestionFramedthe con-versationScheduledapptGatheredallnecessaryinfoReadAllNotesClarifyingquestionAssignedproviderto caseProbingquestionUsed the10 minutebreak (selfcare)EngagedcallerOpenednewcaseMatchedtoneMatchedtoneOpen-endedquestionScheduledapptEngagedcallerExplainedbenefitUpsetcallerGave apeer agenuinecomplimentParaphraseEEPaidcompleteattentionVerifiedEEeligibilityConnectEEwithrequestedserviceSaid"thankyou"Closed-endedquestionFramedthe con-versationScheduledapptGatheredallnecessaryinfoReadAllNotesClarifyingquestionAssignedproviderto caseProbingquestionUsed the10 minutebreak (selfcare)EngagedcallerOpenednewcaseMatchedtoneMatchedtoneOpen-endedquestionScheduledapptEngagedcallerExplainedbenefitUpsetcaller

Active Listening/Effective Questions - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
  1. Gave a peer a genuine compliment
  2. Paraphrase EE
  3. Paid complete attention
  4. Verified EE eligibility
  5. Connect EE with requested service
  6. Said "thank you"
  7. Closed-ended question
  8. Framed the con-versation
  9. Scheduled appt
  10. Gathered all necessary info
  11. Read All Notes
  12. Clarifying question
  13. Assigned provider to case
  14. Probing question
  15. Used the 10 minute break (self care)
  16. Engaged caller
  17. Opened new case
  18. Matched tone
  19. Matched tone
  20. Open-ended question
  21. Scheduled appt
  22. Engaged caller
  23. Explained benefit
  24. Upset caller