You usednotes fromprevious callsto supportyour responseYou had toescalatethe call toa managerYou stayedcalm whilethe callerwas angryCallerrefused tolisten to yourexplanationCallerquestionedyourcompetenceor authorityYou had torepeatyourselfmore than 3timesCaller wassarcasticordismissiveCallerrefused toend thecallyou'vereacted tothe callersreactionnegativelyYou wereblamed forsomethingout of yourcontrolCallerchangedtheir storymid-callYou used adefusingphrase like“Let’s look atthis together”You used ascripteffectively tostay on trackYousuccessfullyde-escalateda tensesituationYou usedsilencestrategicallyto calm thecallerYou usedempathyto calm acallerCaller madea personalcomment orinsultYou feltdistressedfrom thecallYou feltemotionallydrainedafter a callCallerraisedtheir voiceYou had toend a calldue toinappropriatebehaviourYou used acalmingphrase like“Let’s takethis step bystep”Youredirectedthe caller toanotherdepartmentYouunintentionallymade thesituationworseYou usednotes fromprevious callsto supportyour responseYou had toescalatethe call toa managerYou stayedcalm whilethe callerwas angryCallerrefused tolisten to yourexplanationCallerquestionedyourcompetenceor authorityYou had torepeatyourselfmore than 3timesCaller wassarcasticordismissiveCallerrefused toend thecallyou'vereacted tothe callersreactionnegativelyYou wereblamed forsomethingout of yourcontrolCallerchangedtheir storymid-callYou used adefusingphrase like“Let’s look atthis together”You used ascripteffectively tostay on trackYousuccessfullyde-escalateda tensesituationYou usedsilencestrategicallyto calm thecallerYou usedempathyto calm acallerCaller madea personalcomment orinsultYou feltdistressedfrom thecallYou feltemotionallydrainedafter a callCallerraisedtheir voiceYou had toend a calldue toinappropriatebehaviourYou used acalmingphrase like“Let’s takethis step bystep”Youredirectedthe caller toanotherdepartmentYouunintentionallymade thesituationworse

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