EmpathyStatementsAgreewithFactsValidateFeelingsReassureAvoidArgumentsActiveListeningProvideChoicesReflectiveListeningRemainCalmEmpowerUse aCalm &SteadyToneUsePositiveLanguageDecreaseVolume &ToneBePatientSummarize& ConfirmShowAppreciationApologizeUse "I"statmentsClarifyIssuesDeepBreethingAskOpen-EndedQuestionsUseCaller'snameSetBoundariesTime-OutStrategyOfferSolutionsEmpathyStatementsAgreewithFactsValidateFeelingsReassureAvoidArgumentsActiveListeningProvideChoicesReflectiveListeningRemainCalmEmpowerUse aCalm &SteadyToneUsePositiveLanguageDecreaseVolume &ToneBePatientSummarize& ConfirmShowAppreciationApologizeUse "I"statmentsClarifyIssuesDeepBreethingAskOpen-EndedQuestionsUseCaller'snameSetBoundariesTime-OutStrategyOfferSolutions

De-Escalation - 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. Empathy Statements
  2. Agree with Facts
  3. Validate Feelings
  4. Reassure
  5. Avoid Arguments
  6. Active Listening
  7. Provide Choices
  8. Reflective Listening
  9. Remain Calm
  10. Empower
  11. Use a Calm & Steady Tone
  12. Use Positive Language
  13. Decrease Volume & Tone
  14. Be Patient
  15. Summarize & Confirm
  16. Show Appreciation
  17. Apologize
  18. Use "I" statments
  19. Clarify Issues
  20. Deep Breething
  21. Ask Open-Ended Questions
  22. Use Caller's name
  23. Set Boundaries
  24. Time-Out Strategy
  25. Offer Solutions