Callerquestionedyourcompetenceor authorityYouunintentionallymade thesituationworseYou used adefusingphrase like“Let’s look atthis together”you'vereacted tothe callersreactionnegativelyYou usedempathyto calm acallerCaller wassarcasticordismissiveYou usednotes fromprevious callsto supportyour responseYousuccessfullyde-escalateda tensesituationYou had toescalatethe call toa managerCallerrefused toend thecallYou wereblamed forsomethingout of yourcontrolYou feltemotionallydrainedafter a callYou feltdistressedfrom thecallCallerraisedtheir voiceYou stayedcalm whilethe callerwas angryYou had toend a calldue toinappropriatebehaviourYou usedsilencestrategicallyto calm thecallerYou had torepeatyourselfmore than 3timesCallerchangedtheir storymid-callYou used ascripteffectively tostay on trackYou used acalmingphrase like“Let’s takethis step bystep”Callerrefused tolisten to yourexplanationYouredirectedthe caller toanotherdepartmentCaller madea personalcomment orinsultCallerquestionedyourcompetenceor authorityYouunintentionallymade thesituationworseYou used adefusingphrase like“Let’s look atthis together”you'vereacted tothe callersreactionnegativelyYou usedempathyto calm acallerCaller wassarcasticordismissiveYou usednotes fromprevious callsto supportyour responseYousuccessfullyde-escalateda tensesituationYou had toescalatethe call toa managerCallerrefused toend thecallYou wereblamed forsomethingout of yourcontrolYou feltemotionallydrainedafter a callYou feltdistressedfrom thecallCallerraisedtheir voiceYou stayedcalm whilethe callerwas angryYou had toend a calldue toinappropriatebehaviourYou usedsilencestrategicallyto calm thecallerYou had torepeatyourselfmore than 3timesCallerchangedtheir storymid-callYou used ascripteffectively tostay on trackYou used acalmingphrase like“Let’s takethis step bystep”Callerrefused tolisten to yourexplanationYouredirectedthe caller toanotherdepartmentCaller madea personalcomment orinsult

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.


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