You usednotes fromprevious callsto supportyour responseCallerrefused toend thecallYou feltdistressedfrom thecallCaller madea personalcomment orinsultYouunintentionallymade thesituationworseYouredirectedthe caller toanotherdepartmentYou had toend a calldue toinappropriatebehaviourYou used ascripteffectively tostay on trackYou usedempathyto calm acallerCallerquestionedyourcompetenceor authorityCallerchangedtheir storymid-callyou'vereacted tothe callersreactionnegativelyCallerraisedtheir voiceCaller wassarcasticordismissiveYou feltemotionallydrainedafter a callYou stayedcalm whilethe callerwas angryYou had toescalatethe call toa managerYousuccessfullyde-escalateda tensesituationYou had torepeatyourselfmore than 3timesYou usedsilencestrategicallyto calm thecallerYou used acalmingphrase like“Let’s takethis step bystep”You wereblamed forsomethingout of yourcontrolYou used adefusingphrase like“Let’s look atthis together”Callerrefused tolisten to yourexplanationYou usednotes fromprevious callsto supportyour responseCallerrefused toend thecallYou feltdistressedfrom thecallCaller madea personalcomment orinsultYouunintentionallymade thesituationworseYouredirectedthe caller toanotherdepartmentYou had toend a calldue toinappropriatebehaviourYou used ascripteffectively tostay on trackYou usedempathyto calm acallerCallerquestionedyourcompetenceor authorityCallerchangedtheir storymid-callyou'vereacted tothe callersreactionnegativelyCallerraisedtheir voiceCaller wassarcasticordismissiveYou feltemotionallydrainedafter a callYou stayedcalm whilethe callerwas angryYou had toescalatethe call toa managerYousuccessfullyde-escalateda tensesituationYou had torepeatyourselfmore than 3timesYou usedsilencestrategicallyto calm thecallerYou used acalmingphrase like“Let’s takethis step bystep”You wereblamed forsomethingout of yourcontrolYou used adefusingphrase like“Let’s look atthis together”Callerrefused tolisten to yourexplanation

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