OfferSolutionsClarifyIssuesBePatientSummarize& ConfirmApologizeEmpathyStatementsSetBoundariesRemainCalmAgreewithFactsActiveListeningReflectiveListeningEmpowerUseCaller'snameUse "I"statmentsShowAppreciationReassureTime-OutStrategyProvideChoicesUsePositiveLanguageAskOpen-EndedQuestionsDecreaseVolume &ToneUse aCalm &SteadyToneAvoidArgumentsDeepBreethingValidateFeelingsOfferSolutionsClarifyIssuesBePatientSummarize& ConfirmApologizeEmpathyStatementsSetBoundariesRemainCalmAgreewithFactsActiveListeningReflectiveListeningEmpowerUseCaller'snameUse "I"statmentsShowAppreciationReassureTime-OutStrategyProvideChoicesUsePositiveLanguageAskOpen-EndedQuestionsDecreaseVolume &ToneUse aCalm &SteadyToneAvoidArgumentsDeepBreethingValidateFeelings

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