DecreaseVolume &ToneUse "I"statmentsAvoidArgumentsAskOpen-EndedQuestionsBePatientUsePositiveLanguageOfferSolutionsClarifyIssuesUse aCalm &SteadyToneRemainCalmUseCaller'snameTime-OutStrategyEmpathyStatementsSummarize& ConfirmValidateFeelingsDeepBreethingReassureShowAppreciationReflectiveListeningActiveListeningApologizeSetBoundariesEmpowerProvideChoicesAgreewithFactsDecreaseVolume &ToneUse "I"statmentsAvoidArgumentsAskOpen-EndedQuestionsBePatientUsePositiveLanguageOfferSolutionsClarifyIssuesUse aCalm &SteadyToneRemainCalmUseCaller'snameTime-OutStrategyEmpathyStatementsSummarize& ConfirmValidateFeelingsDeepBreethingReassureShowAppreciationReflectiveListeningActiveListeningApologizeSetBoundariesEmpowerProvideChoicesAgreewithFacts

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