UpsetcallerParaphraseEEScheduledapptMatchedtoneReadAllNotesOpen-endedquestionEngagedcallerOpenednewcaseScheduledapptGave apeer agenuinecomplimentConnectEEwithrequestedserviceClarifyingquestionExplainedbenefitProbingquestionUsed the10 minutebreak (selfcare)Closed-endedquestionVerifiedEEeligibilityAssignedproviderto caseFramedthe con-versationMatchedtoneGatheredallnecessaryinfoPaidcompleteattentionEngagedcallerSaid"thankyou"UpsetcallerParaphraseEEScheduledapptMatchedtoneReadAllNotesOpen-endedquestionEngagedcallerOpenednewcaseScheduledapptGave apeer agenuinecomplimentConnectEEwithrequestedserviceClarifyingquestionExplainedbenefitProbingquestionUsed the10 minutebreak (selfcare)Closed-endedquestionVerifiedEEeligibilityAssignedproviderto caseFramedthe con-versationMatchedtoneGatheredallnecessaryinfoPaidcompleteattentionEngagedcallerSaid"thankyou"

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.


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