Gave apeer agenuinecomplimentReadAllNotesGatheredallnecessaryinfoScheduledapptProbingquestionConnectEEwithrequestedserviceEngagedcallerClarifyingquestionOpenednewcaseMatchedtoneScheduledapptFramedthe con-versationAssignedproviderto caseParaphraseEEMatchedtoneOpen-endedquestionEngagedcallerSaid"thankyou"Closed-endedquestionPaidcompleteattentionUpsetcallerVerifiedEEeligibilityUsed the10 minutebreak (selfcare)ExplainedbenefitGave apeer agenuinecomplimentReadAllNotesGatheredallnecessaryinfoScheduledapptProbingquestionConnectEEwithrequestedserviceEngagedcallerClarifyingquestionOpenednewcaseMatchedtoneScheduledapptFramedthe con-versationAssignedproviderto caseParaphraseEEMatchedtoneOpen-endedquestionEngagedcallerSaid"thankyou"Closed-endedquestionPaidcompleteattentionUpsetcallerVerifiedEEeligibilityUsed the10 minutebreak (selfcare)Explainedbenefit

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