EmpathyStatementsApologizeBePatientUsePositiveLanguageRemainCalmShowAppreciationSummarize& ConfirmUseCaller'snameAskOpen-EndedQuestionsDecreaseVolume &ToneActiveListeningUse aCalm &SteadyToneReflectiveListeningSetBoundariesProvideChoicesReassureAgreewithFactsUse "I"statmentsAvoidArgumentsOfferSolutionsClarifyIssuesValidateFeelingsEmpowerTime-OutStrategyDeepBreethingEmpathyStatementsApologizeBePatientUsePositiveLanguageRemainCalmShowAppreciationSummarize& ConfirmUseCaller'snameAskOpen-EndedQuestionsDecreaseVolume &ToneActiveListeningUse aCalm &SteadyToneReflectiveListeningSetBoundariesProvideChoicesReassureAgreewithFactsUse "I"statmentsAvoidArgumentsOfferSolutionsClarifyIssuesValidateFeelingsEmpowerTime-OutStrategyDeepBreething

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