ScheduledapptMatchedtoneEngagedcallerVerifiedEEeligibilityOpenednewcaseGatheredallnecessaryinfoClarifyingquestionExplainedbenefitScheduledapptConnectEEwithrequestedserviceReadAllNotesMatchedtoneFramedthe con-versationSaid"thankyou"Used the10 minutebreak (selfcare)EngagedcallerParaphraseEEAssignedproviderto casePaidcompleteattentionClosed-endedquestionGave apeer agenuinecomplimentUpsetcallerProbingquestionOpen-endedquestionScheduledapptMatchedtoneEngagedcallerVerifiedEEeligibilityOpenednewcaseGatheredallnecessaryinfoClarifyingquestionExplainedbenefitScheduledapptConnectEEwithrequestedserviceReadAllNotesMatchedtoneFramedthe con-versationSaid"thankyou"Used the10 minutebreak (selfcare)EngagedcallerParaphraseEEAssignedproviderto casePaidcompleteattentionClosed-endedquestionGave apeer agenuinecomplimentUpsetcallerProbingquestionOpen-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. Matched tone
  3. Engaged caller
  4. Verified EE eligibility
  5. Opened new case
  6. Gathered all necessary info
  7. Clarifying question
  8. Explained benefit
  9. Scheduled appt
  10. Connect EE with requested service
  11. Read All Notes
  12. Matched tone
  13. Framed the con-versation
  14. Said "thank you"
  15. Used the 10 minute break (self care)
  16. Engaged caller
  17. Paraphrase EE
  18. Assigned provider to case
  19. Paid complete attention
  20. Closed-ended question
  21. Gave a peer a genuine compliment
  22. Upset caller
  23. Probing question
  24. Open-ended question