You used adefusingphrase like“Let’s look atthis together”Callerchangedtheir storymid-callYou had toescalatethe call toa managerYou usedempathyto calm acallerYou feltemotionallydrainedafter a callYou wereblamed forsomethingout of yourcontrolyou'vereacted tothe callersreactionnegativelyYouunintentionallymade thesituationworseCallerraisedtheir voiceCaller wassarcasticordismissiveYou usedsilencestrategicallyto calm thecallerYou stayedcalm whilethe callerwas angryYousuccessfullyde-escalateda tensesituationYou usednotes fromprevious callsto supportyour responseYou had torepeatyourselfmore than 3timesCallerrefused tolisten to yourexplanationCallerrefused toend thecallCallerquestionedyourcompetenceor authorityCaller madea personalcomment orinsultYou used acalmingphrase like“Let’s takethis step bystep”You had toend a calldue toinappropriatebehaviourYou used ascripteffectively tostay on trackYou feltdistressedfrom thecallYouredirectedthe caller toanotherdepartmentYou used adefusingphrase like“Let’s look atthis together”Callerchangedtheir storymid-callYou had toescalatethe call toa managerYou usedempathyto calm acallerYou feltemotionallydrainedafter a callYou wereblamed forsomethingout of yourcontrolyou'vereacted tothe callersreactionnegativelyYouunintentionallymade thesituationworseCallerraisedtheir voiceCaller wassarcasticordismissiveYou usedsilencestrategicallyto calm thecallerYou stayedcalm whilethe callerwas angryYousuccessfullyde-escalateda tensesituationYou usednotes fromprevious callsto supportyour responseYou had torepeatyourselfmore than 3timesCallerrefused tolisten to yourexplanationCallerrefused toend thecallCallerquestionedyourcompetenceor authorityCaller madea personalcomment orinsultYou used acalmingphrase like“Let’s takethis step bystep”You had toend a calldue toinappropriatebehaviourYou used ascripteffectively tostay on trackYou feltdistressedfrom thecallYouredirectedthe caller toanotherdepartment

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