ScheduledapptFramedthe con-versationVerifiedEEeligibilityProbingquestionGave apeer agenuinecomplimentExplainedbenefitEngagedcallerScheduledapptClosed-endedquestionEngagedcallerPaidcompleteattentionSaid"thankyou"UpsetcallerParaphraseEEGatheredallnecessaryinfoClarifyingquestionConnectEEwithrequestedserviceMatchedtoneOpenednewcaseUsed the10 minutebreak (selfcare)ReadAllNotesMatchedtoneAssignedproviderto caseOpen-endedquestionScheduledapptFramedthe con-versationVerifiedEEeligibilityProbingquestionGave apeer agenuinecomplimentExplainedbenefitEngagedcallerScheduledapptClosed-endedquestionEngagedcallerPaidcompleteattentionSaid"thankyou"UpsetcallerParaphraseEEGatheredallnecessaryinfoClarifyingquestionConnectEEwithrequestedserviceMatchedtoneOpenednewcaseUsed the10 minutebreak (selfcare)ReadAllNotesMatchedtoneAssignedproviderto caseOpen-endedquestion

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