Said"thankyou"ReadAllNotesGatheredallnecessaryinfoScheduledapptEngagedcallerPaidcompleteattentionExplainedbenefitClosed-endedquestionMatchedtoneVerifiedEEeligibilityAssignedproviderto caseScheduledapptClarifyingquestionEngagedcallerOpenednewcaseUpsetcallerMatchedtoneGave apeer agenuinecomplimentUsed the10 minutebreak (selfcare)ParaphraseEEFramedthe con-versationProbingquestionOpen-endedquestionConnectEEwithrequestedserviceSaid"thankyou"ReadAllNotesGatheredallnecessaryinfoScheduledapptEngagedcallerPaidcompleteattentionExplainedbenefitClosed-endedquestionMatchedtoneVerifiedEEeligibilityAssignedproviderto caseScheduledapptClarifyingquestionEngagedcallerOpenednewcaseUpsetcallerMatchedtoneGave apeer agenuinecomplimentUsed the10 minutebreak (selfcare)ParaphraseEEFramedthe con-versationProbingquestionOpen-endedquestionConnectEEwithrequestedservice

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