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