Role-Play Call Mastery

Froggy Jumps

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About this activity

Practice calm, empathetic telecom calls.

Created by

Shalati Mashaba

South Africa

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Froggy Jumps Role-Play Call MasteryOnline version Practice calm, empathetic telecom calls. by Shalati Mashaba 1 What skill helps you understand a customer by restating their point? a Cold reading b Multitasking c Active listening 2 Which technique helps you stay calm during high-pressure calls? a Rushing through b Controlled breathing c Yelling 3 In a billing dispute, what is the first step? a Propose a refund immediately b Acknowledge and summarize the issue c Blame the customer 4 What is essential to empathetic communication? a Validate the customer’s feelings b Dismiss concerns c Offer discounts without listening 5 Which strategy improves on-call problem solving? a Assume the solution b Ask clarifying questions c End the call early 6 Role-play goal is to: a Build confidence and regulate emotion b Only memorize scripts c Avoid difficult calls 7 Which demonstrates active listening? a Reading from a script b Reflective paraphrasing c Interrupting 8 After resolving a complaint, you should: a Move to a new issue immediately b Confirm resolution and next steps c End the call abruptly 9 Professional remote communication typical trait? a Monotone silence b Slang-heavy talk c Clear, calm tone 10 What tool aids stress regulation during calls? a Skip breaks b Pause technique c Rapid-fire questioning

Froggy Jumps

Role-Play Call MasteryOnline version

Practice calm, empathetic telecom calls.

by Shalati Mashaba

What skill helps you understand a customer by restating their point?

Cold reading

Multitasking

Active listening

Which technique helps you stay calm during high-pressure calls?

Rushing through

Controlled breathing

Yelling

In a billing dispute, what is the first step?

Propose a refund immediately

Acknowledge and summarize the issue

Blame the customer

What is essential to empathetic communication?

Validate the customer’s feelings

Dismiss concerns

Offer discounts without listening

Which strategy improves on-call problem solving?

Assume the solution

Ask clarifying questions

End the call early

Role-play goal is to:

Build confidence and regulate emotion

Only memorize scripts

Avoid difficult calls

Which demonstrates active listening?

Reading from a script

Reflective paraphrasing

Interrupting

After resolving a complaint, you should:

Move to a new issue immediately

Confirm resolution and next steps

End the call abruptly

Professional remote communication typical trait?

Monotone silence

Slang-heavy talk

Clear, calm tone

What tool aids stress regulation during calls?

Skip breaks

Pause technique

Rapid-fire questioning

You can integrate the game into an LMS compatible with LTI 1.1 or LTI 1.3 such as Canvas, Moodle, or Blackboard. This way, the scores will be automatically saved into the platform’s gradebook.

Role-Play Call Mastery

Froggy Jumps

About this activity

Created by

Download the paper version to play

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Role-Play Call MasteryOnline version

by Shalati Mashaba

What skill helps you understand a customer by restating their point?

Which technique helps you stay calm during high-pressure calls?

In a billing dispute, what is the first step?

What is essential to empathetic communication?

Which strategy improves on-call problem solving?

Role-play goal is to:

Which demonstrates active listening?

After resolving a complaint, you should:

Professional remote communication typical trait?

What tool aids stress regulation during calls?

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