You used ascripteffectively tostay on trackYou used acalmingphrase like“Let’s takethis step bystep”You had toescalatethe call toa managerCallerrefused toend thecallYou feltemotionallydrainedafter a callYouunintentionallymade thesituationworseYousuccessfullyde-escalateda tensesituationCaller wassarcasticordismissiveCallerrefused tolisten to yourexplanationCaller madea personalcomment orinsultCallerraisedtheir voiceYouredirectedthe caller toanotherdepartmentYou had torepeatyourselfmore than 3timesYou usedempathyto calm acallerCallerquestionedyourcompetenceor authorityYou wereblamed forsomethingout of yourcontrolYou had toend a calldue toinappropriatebehaviourYou usedsilencestrategicallyto calm thecallerYou stayedcalm whilethe callerwas angryyou'vereacted tothe callersreactionnegativelyYou used adefusingphrase like“Let’s look atthis together”You feltdistressedfrom thecallYou usednotes fromprevious callsto supportyour responseCallerchangedtheir storymid-callYou used ascripteffectively tostay on trackYou used acalmingphrase like“Let’s takethis step bystep”You had toescalatethe call toa managerCallerrefused toend thecallYou feltemotionallydrainedafter a callYouunintentionallymade thesituationworseYousuccessfullyde-escalateda tensesituationCaller wassarcasticordismissiveCallerrefused tolisten to yourexplanationCaller madea personalcomment orinsultCallerraisedtheir voiceYouredirectedthe caller toanotherdepartmentYou had torepeatyourselfmore than 3timesYou usedempathyto calm acallerCallerquestionedyourcompetenceor authorityYou wereblamed forsomethingout of yourcontrolYou had toend a calldue toinappropriatebehaviourYou usedsilencestrategicallyto calm thecallerYou stayedcalm whilethe callerwas angryyou'vereacted tothe callersreactionnegativelyYou used adefusingphrase like“Let’s look atthis together”You feltdistressedfrom thecallYou usednotes fromprevious callsto supportyour responseCallerchangedtheir storymid-call

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.


1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
  1. You used a script effectively to stay on track
  2. You used a calming phrase like “Let’s take this step by step”
  3. You had to escalate the call to a manager
  4. Caller refused to end the call
  5. You felt emotionally drained after a call
  6. You unintentionally made the situation worse
  7. You successfully de-escalated a tense situation
  8. Caller was sarcastic or dismissive
  9. Caller refused to listen to your explanation
  10. Caller made a personal comment or insult
  11. Caller raised their voice
  12. You redirected the caller to another department
  13. You had to repeat yourself more than 3 times
  14. You used empathy to calm a caller
  15. Caller questioned your competence or authority
  16. You were blamed for something out of your control
  17. You had to end a call due to inappropriate behaviour
  18. You used silence strategically to calm the caller
  19. You stayed calm while the caller was angry
  20. you've reacted to the callers reaction negatively
  21. You used a defusing phrase like “Let’s look at this together”
  22. You felt distressed from the call
  23. You used notes from previous calls to support your response
  24. Caller changed their story mid-call