Caller wassarcasticordismissiveYou usedempathyto calm acallerYou feltdistressedfrom thecallYou feltemotionallydrainedafter a callYou usednotes fromprevious callsto supportyour responseYou had toescalatethe call toa managerYou wereblamed forsomethingout of yourcontrolCallerchangedtheir storymid-callCallerrefused toend thecallYou used acalmingphrase like“Let’s takethis step bystep”Yousuccessfullyde-escalateda tensesituationCaller madea personalcomment orinsultYou had toend a calldue toinappropriatebehaviourYou stayedcalm whilethe callerwas angryyou'vereacted tothe callersreactionnegativelyCallerrefused tolisten to yourexplanationYou used adefusingphrase like“Let’s look atthis together”You had torepeatyourselfmore than 3timesYou used ascripteffectively tostay on trackCallerraisedtheir voiceCallerquestionedyourcompetenceor authorityYouredirectedthe caller toanotherdepartmentYouunintentionallymade thesituationworseYou usedsilencestrategicallyto calm thecallerCaller wassarcasticordismissiveYou usedempathyto calm acallerYou feltdistressedfrom thecallYou feltemotionallydrainedafter a callYou usednotes fromprevious callsto supportyour responseYou had toescalatethe call toa managerYou wereblamed forsomethingout of yourcontrolCallerchangedtheir storymid-callCallerrefused toend thecallYou used acalmingphrase like“Let’s takethis step bystep”Yousuccessfullyde-escalateda tensesituationCaller madea personalcomment orinsultYou had toend a calldue toinappropriatebehaviourYou stayedcalm whilethe callerwas angryyou'vereacted tothe callersreactionnegativelyCallerrefused tolisten to yourexplanationYou used adefusingphrase like“Let’s look atthis together”You had torepeatyourselfmore than 3timesYou used ascripteffectively tostay on trackCallerraisedtheir voiceCallerquestionedyourcompetenceor authorityYouredirectedthe caller toanotherdepartmentYouunintentionallymade thesituationworseYou usedsilencestrategicallyto calm thecaller

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