Callerrefused toend thecallYou usedempathyto calm acallerYou had torepeatyourselfmore than 3timesYou used acalmingphrase like“Let’s takethis step bystep”You used ascripteffectively tostay on trackCaller wassarcasticordismissiveYousuccessfullyde-escalateda tensesituationYou stayedcalm whilethe callerwas angryCallerchangedtheir storymid-callYouunintentionallymade thesituationworseCallerraisedtheir voiceCallerrefused tolisten to yourexplanationYou had toend a calldue toinappropriatebehaviourYou had toescalatethe call toa managerCaller madea personalcomment orinsultYou usedsilencestrategicallyto calm thecallerYou usednotes fromprevious callsto supportyour responseYou wereblamed forsomethingout of yourcontrolYou feltdistressedfrom thecallCallerquestionedyourcompetenceor authorityYou feltemotionallydrainedafter a callYou used adefusingphrase like“Let’s look atthis together”you'vereacted tothe callersreactionnegativelyYouredirectedthe caller toanotherdepartmentCallerrefused toend thecallYou usedempathyto calm acallerYou had torepeatyourselfmore than 3timesYou used acalmingphrase like“Let’s takethis step bystep”You used ascripteffectively tostay on trackCaller wassarcasticordismissiveYousuccessfullyde-escalateda tensesituationYou stayedcalm whilethe callerwas angryCallerchangedtheir storymid-callYouunintentionallymade thesituationworseCallerraisedtheir voiceCallerrefused tolisten to yourexplanationYou had toend a calldue toinappropriatebehaviourYou had toescalatethe call toa managerCaller madea personalcomment orinsultYou usedsilencestrategicallyto calm thecallerYou usednotes fromprevious callsto supportyour responseYou wereblamed forsomethingout of yourcontrolYou feltdistressedfrom thecallCallerquestionedyourcompetenceor authorityYou feltemotionallydrainedafter a callYou used adefusingphrase like“Let’s look atthis together”you'vereacted tothe callersreactionnegativelyYouredirectedthe caller toanotherdepartment

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