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The Moderator's Survival Guide
book

The Moderator's Survival Guide

by Donna Tedesco, Fiona Tranquada
September 2013
Beginner content levelBeginner
364 pages
7h 57m
English
Morgan Kaufmann
Content preview from The Moderator's Survival Guide
Chapter 2

In the Trenches

Six Steps for Handling Situations

Abstract

Once a session begins, you can follow six simple steps to figure out the best course of action when something unexpected, tricky, or sticky happens. These steps include taking a moment to evaluate the situation, resolving any threats to physical safety (yours or the participant’s), verifying that you’re not causing or magnifying the situation, checking the participant’s comfort level, using careful language and tone to probe on the situation and begin to resolve it, and regaining control to bring the session back on track.

Keywords

user research safety; user research participant comfort; user research ethical issues; user research pretexts; user research moderator language; ...

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Publisher Resources

ISBN: 9780124047006