Use "I"statmentsAvoidArgumentsReassureRemainCalmShowAppreciationActiveListeningEmpathyStatementsProvideChoicesClarifyIssuesAgreewithFactsOfferSolutionsValidateFeelingsUsePositiveLanguageAskOpen-EndedQuestionsUseCaller'snameDeepBreethingBePatientSetBoundariesSummarize& ConfirmTime-OutStrategyApologizeReflectiveListeningDecreaseVolume &ToneEmpowerUse aCalm &SteadyToneUse "I"statmentsAvoidArgumentsReassureRemainCalmShowAppreciationActiveListeningEmpathyStatementsProvideChoicesClarifyIssuesAgreewithFactsOfferSolutionsValidateFeelingsUsePositiveLanguageAskOpen-EndedQuestionsUseCaller'snameDeepBreethingBePatientSetBoundariesSummarize& ConfirmTime-OutStrategyApologizeReflectiveListeningDecreaseVolume &ToneEmpowerUse aCalm &SteadyTone

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