Framedthe con-versationOpen-endedquestionConnectEEwithrequestedserviceUpsetcallerMatchedtoneOpenednewcaseExplainedbenefitClarifyingquestionGave apeer agenuinecomplimentEngagedcallerEngagedcallerAssignedproviderto caseProbingquestionUsed the10 minutebreak (selfcare)GatheredallnecessaryinfoPaidcompleteattentionScheduledapptParaphraseEEVerifiedEEeligibilityMatchedtoneClosed-endedquestionReadAllNotesSaid"thankyou"ScheduledapptFramedthe con-versationOpen-endedquestionConnectEEwithrequestedserviceUpsetcallerMatchedtoneOpenednewcaseExplainedbenefitClarifyingquestionGave apeer agenuinecomplimentEngagedcallerEngagedcallerAssignedproviderto caseProbingquestionUsed the10 minutebreak (selfcare)GatheredallnecessaryinfoPaidcompleteattentionScheduledapptParaphraseEEVerifiedEEeligibilityMatchedtoneClosed-endedquestionReadAllNotesSaid"thankyou"Scheduledappt

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