Callerrefused tolisten to yourexplanationYou stayedcalm whilethe callerwas angryYou used acalmingphrase like“Let’s takethis step bystep”Callerquestionedyourcompetenceor authorityYousuccessfullyde-escalateda tensesituationCaller wassarcasticordismissiveYou usedsilencestrategicallyto calm thecallerYou wereblamed forsomethingout of yourcontrolYou feltemotionallydrainedafter a callYou had torepeatyourselfmore than 3timesYouunintentionallymade thesituationworseYou had toend a calldue toinappropriatebehaviourYouredirectedthe caller toanotherdepartmentCallerrefused toend thecallYou feltdistressedfrom thecallYou had toescalatethe call toa managerYou usednotes fromprevious callsto supportyour responseYou used ascripteffectively tostay on trackCallerraisedtheir voiceCaller madea personalcomment orinsultYou usedempathyto calm acallerYou used adefusingphrase like“Let’s look atthis together”Callerchangedtheir storymid-callyou'vereacted tothe callersreactionnegativelyCallerrefused tolisten to yourexplanationYou stayedcalm whilethe callerwas angryYou used acalmingphrase like“Let’s takethis step bystep”Callerquestionedyourcompetenceor authorityYousuccessfullyde-escalateda tensesituationCaller wassarcasticordismissiveYou usedsilencestrategicallyto calm thecallerYou wereblamed forsomethingout of yourcontrolYou feltemotionallydrainedafter a callYou had torepeatyourselfmore than 3timesYouunintentionallymade thesituationworseYou had toend a calldue toinappropriatebehaviourYouredirectedthe caller toanotherdepartmentCallerrefused toend thecallYou feltdistressedfrom thecallYou had toescalatethe call toa managerYou usednotes fromprevious callsto supportyour responseYou used ascripteffectively tostay on trackCallerraisedtheir voiceCaller madea personalcomment orinsultYou usedempathyto calm acallerYou used adefusingphrase like“Let’s look atthis together”Callerchangedtheir storymid-callyou'vereacted tothe callersreactionnegatively

Managing Telephone Conflict - 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. Caller refused to listen to your explanation
  2. You stayed calm while the caller was angry
  3. You used a calming phrase like “Let’s take this step by step”
  4. Caller questioned your competence or authority
  5. You successfully de-escalated a tense situation
  6. Caller was sarcastic or dismissive
  7. You used silence strategically to calm the caller
  8. You were blamed for something out of your control
  9. You felt emotionally drained after a call
  10. You had to repeat yourself more than 3 times
  11. You unintentionally made the situation worse
  12. You had to end a call due to inappropriate behaviour
  13. You redirected the caller to another department
  14. Caller refused to end the call
  15. You felt distressed from the call
  16. You had to escalate the call to a manager
  17. You used notes from previous calls to support your response
  18. You used a script effectively to stay on track
  19. Caller raised their voice
  20. Caller made a personal comment or insult
  21. You used empathy to calm a caller
  22. You used a defusing phrase like “Let’s look at this together”
  23. Caller changed their story mid-call
  24. you've reacted to the callers reaction negatively