You usedempathyto calm acallerCallerraisedtheir voiceYou had torepeatyourselfmore than 3timesYou had toend a calldue toinappropriatebehaviouryou'vereacted tothe callersreactionnegativelyYou used acalmingphrase like“Let’s takethis step bystep”You feltemotionallydrainedafter a callCallerquestionedyourcompetenceor authorityCaller madea personalcomment orinsultCaller wassarcasticordismissiveYouredirectedthe caller toanotherdepartmentYou usednotes fromprevious callsto supportyour responseYousuccessfullyde-escalateda tensesituationYou had toescalatethe call toa managerYou used adefusingphrase like“Let’s look atthis together”You used ascripteffectively tostay on trackCallerrefused tolisten to yourexplanationCallerrefused toend thecallYou wereblamed forsomethingout of yourcontrolYou usedsilencestrategicallyto calm thecallerCallerchangedtheir storymid-callYouunintentionallymade thesituationworseYou feltdistressedfrom thecallYou stayedcalm whilethe callerwas angryYou usedempathyto calm acallerCallerraisedtheir voiceYou had torepeatyourselfmore than 3timesYou had toend a calldue toinappropriatebehaviouryou'vereacted tothe callersreactionnegativelyYou used acalmingphrase like“Let’s takethis step bystep”You feltemotionallydrainedafter a callCallerquestionedyourcompetenceor authorityCaller madea personalcomment orinsultCaller wassarcasticordismissiveYouredirectedthe caller toanotherdepartmentYou usednotes fromprevious callsto supportyour responseYousuccessfullyde-escalateda tensesituationYou had toescalatethe call toa managerYou used adefusingphrase like“Let’s look atthis together”You used ascripteffectively tostay on trackCallerrefused tolisten to yourexplanationCallerrefused toend thecallYou wereblamed forsomethingout of yourcontrolYou usedsilencestrategicallyto calm thecallerCallerchangedtheir storymid-callYouunintentionallymade thesituationworseYou feltdistressedfrom thecallYou stayedcalm whilethe callerwas angry

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