Caller madea personalcomment orinsultCallerquestionedyourcompetenceor authorityCallerraisedtheir voiceCaller wassarcasticordismissiveYou usedempathyto calm acallerYouredirectedthe caller toanotherdepartmentCallerrefused tolisten to yourexplanationYou had toescalatethe call toa managerYouunintentionallymade thesituationworseCallerrefused toend thecallyou'vereacted tothe callersreactionnegativelyYou wereblamed forsomethingout of yourcontrolYou used adefusingphrase like“Let’s look atthis together”You had torepeatyourselfmore than 3timesCallerchangedtheir storymid-callYou used acalmingphrase like“Let’s takethis step bystep”You usedsilencestrategicallyto calm thecallerYou stayedcalm whilethe callerwas angryYousuccessfullyde-escalateda tensesituationYou usednotes fromprevious callsto supportyour responseYou had toend a calldue toinappropriatebehaviourYou feltdistressedfrom thecallYou feltemotionallydrainedafter a callYou used ascripteffectively tostay on trackCaller madea personalcomment orinsultCallerquestionedyourcompetenceor authorityCallerraisedtheir voiceCaller wassarcasticordismissiveYou usedempathyto calm acallerYouredirectedthe caller toanotherdepartmentCallerrefused tolisten to yourexplanationYou had toescalatethe call toa managerYouunintentionallymade thesituationworseCallerrefused toend thecallyou'vereacted tothe callersreactionnegativelyYou wereblamed forsomethingout of yourcontrolYou used adefusingphrase like“Let’s look atthis together”You had torepeatyourselfmore than 3timesCallerchangedtheir storymid-callYou used acalmingphrase like“Let’s takethis step bystep”You usedsilencestrategicallyto calm thecallerYou stayedcalm whilethe callerwas angryYousuccessfullyde-escalateda tensesituationYou usednotes fromprevious callsto supportyour responseYou had toend a calldue toinappropriatebehaviourYou feltdistressedfrom thecallYou feltemotionallydrainedafter a callYou used ascripteffectively tostay on track

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