ParaphraseEEGatheredallnecessaryinfoAssignedproviderto caseClarifyingquestionUpsetcallerEngagedcallerMatchedtoneClosed-endedquestionConnectEEwithrequestedserviceOpenednewcaseReadAllNotesOpen-endedquestionUsed the10 minutebreak (selfcare)ScheduledapptGave apeer agenuinecomplimentMatchedtoneScheduledapptEngagedcallerFramedthe con-versationVerifiedEEeligibilityExplainedbenefitSaid"thankyou"PaidcompleteattentionProbingquestionParaphraseEEGatheredallnecessaryinfoAssignedproviderto caseClarifyingquestionUpsetcallerEngagedcallerMatchedtoneClosed-endedquestionConnectEEwithrequestedserviceOpenednewcaseReadAllNotesOpen-endedquestionUsed the10 minutebreak (selfcare)ScheduledapptGave apeer agenuinecomplimentMatchedtoneScheduledapptEngagedcallerFramedthe con-versationVerifiedEEeligibilityExplainedbenefitSaid"thankyou"PaidcompleteattentionProbingquestion

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