Callerraisedtheir voiceYou had toend a calldue toinappropriatebehaviourYou had toescalatethe call toa managerYou had torepeatyourselfmore than 3timesYou usedempathyto calm acallerYou wereblamed forsomethingout of yourcontrolYou usedsilencestrategicallyto calm thecallerCallerrefused toend thecallCallerrefused tolisten to yourexplanationYou feltdistressedfrom thecallCaller madea personalcomment orinsultyou'vereacted tothe callersreactionnegativelyYou used ascripteffectively tostay on trackYou used acalmingphrase like“Let’s takethis step bystep”Callerquestionedyourcompetenceor authorityYou used adefusingphrase like“Let’s look atthis together”Caller wassarcasticordismissiveYouredirectedthe caller toanotherdepartmentYousuccessfullyde-escalateda tensesituationYou feltemotionallydrainedafter a callYouunintentionallymade thesituationworseCallerchangedtheir storymid-callYou stayedcalm whilethe callerwas angryYou usednotes fromprevious callsto supportyour responseCallerraisedtheir voiceYou had toend a calldue toinappropriatebehaviourYou had toescalatethe call toa managerYou had torepeatyourselfmore than 3timesYou usedempathyto calm acallerYou wereblamed forsomethingout of yourcontrolYou usedsilencestrategicallyto calm thecallerCallerrefused toend thecallCallerrefused tolisten to yourexplanationYou feltdistressedfrom thecallCaller madea personalcomment orinsultyou'vereacted tothe callersreactionnegativelyYou used ascripteffectively tostay on trackYou used acalmingphrase like“Let’s takethis step bystep”Callerquestionedyourcompetenceor authorityYou used adefusingphrase like“Let’s look atthis together”Caller wassarcasticordismissiveYouredirectedthe caller toanotherdepartmentYousuccessfullyde-escalateda tensesituationYou feltemotionallydrainedafter a callYouunintentionallymade thesituationworseCallerchangedtheir storymid-callYou stayedcalm whilethe callerwas angryYou usednotes fromprevious callsto supportyour response

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