Callerrefused toend thecallYou used ascripteffectively tostay on trackYou had torepeatyourselfmore than 3timesCaller wassarcasticordismissiveCaller madea personalcomment orinsultYouredirectedthe caller toanotherdepartmentYou had toescalatethe call toa managerYou usednotes fromprevious callsto supportyour responseYou used adefusingphrase like“Let’s look atthis together”Callerraisedtheir voiceYou wereblamed forsomethingout of yourcontrolYou stayedcalm whilethe callerwas angryYousuccessfullyde-escalateda tensesituationCallerrefused tolisten to yourexplanationYou usedempathyto calm acallerYou feltdistressedfrom thecallYouunintentionallymade thesituationworseYou used acalmingphrase like“Let’s takethis step bystep”You usedsilencestrategicallyto calm thecallerCallerquestionedyourcompetenceor authorityYou feltemotionallydrainedafter a callYou had toend a calldue toinappropriatebehaviouryou'vereacted tothe callersreactionnegativelyCallerchangedtheir storymid-callCallerrefused toend thecallYou used ascripteffectively tostay on trackYou had torepeatyourselfmore than 3timesCaller wassarcasticordismissiveCaller madea personalcomment orinsultYouredirectedthe caller toanotherdepartmentYou had toescalatethe call toa managerYou usednotes fromprevious callsto supportyour responseYou used adefusingphrase like“Let’s look atthis together”Callerraisedtheir voiceYou wereblamed forsomethingout of yourcontrolYou stayedcalm whilethe callerwas angryYousuccessfullyde-escalateda tensesituationCallerrefused tolisten to yourexplanationYou usedempathyto calm acallerYou feltdistressedfrom thecallYouunintentionallymade thesituationworseYou used acalmingphrase like“Let’s takethis step bystep”You usedsilencestrategicallyto calm thecallerCallerquestionedyourcompetenceor authorityYou feltemotionallydrainedafter a callYou had toend a calldue toinappropriatebehaviouryou'vereacted tothe callersreactionnegativelyCallerchangedtheir 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.


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