Yousuccessfullyde-escalateda tensesituationCallerraisedtheir voiceYou used ascripteffectively tostay on trackYou feltdistressedfrom thecallyou'vereacted tothe callersreactionnegativelyCaller madea personalcomment orinsultCallerrefused toend thecallCallerquestionedyourcompetenceor authorityCallerrefused tolisten to yourexplanationYou had torepeatyourselfmore than 3timesYou wereblamed forsomethingout of yourcontrolYouredirectedthe caller toanotherdepartmentYou had toescalatethe call toa managerYou had toend a calldue toinappropriatebehaviourYou usedsilencestrategicallyto calm thecallerYou stayedcalm whilethe callerwas angryYouunintentionallymade thesituationworseCallerchangedtheir storymid-callYou used acalmingphrase like“Let’s takethis step bystep”You usednotes fromprevious callsto supportyour responseYou feltemotionallydrainedafter a callYou used adefusingphrase like“Let’s look atthis together”You usedempathyto calm acallerCaller wassarcasticordismissiveYousuccessfullyde-escalateda tensesituationCallerraisedtheir voiceYou used ascripteffectively tostay on trackYou feltdistressedfrom thecallyou'vereacted tothe callersreactionnegativelyCaller madea personalcomment orinsultCallerrefused toend thecallCallerquestionedyourcompetenceor authorityCallerrefused tolisten to yourexplanationYou had torepeatyourselfmore than 3timesYou wereblamed forsomethingout of yourcontrolYouredirectedthe caller toanotherdepartmentYou had toescalatethe call toa managerYou had toend a calldue toinappropriatebehaviourYou usedsilencestrategicallyto calm thecallerYou stayedcalm whilethe callerwas angryYouunintentionallymade thesituationworseCallerchangedtheir storymid-callYou used acalmingphrase like“Let’s takethis step bystep”You usednotes fromprevious callsto supportyour responseYou feltemotionallydrainedafter a callYou used adefusingphrase like“Let’s look atthis together”You usedempathyto calm acallerCaller wassarcasticordismissive

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