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The Moderator's Survival Guide by Fiona Tranquada, Donna Tedesco

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Chapter 8

Is This Right? Responding to Uncertain Participants

Abstract

This chapter covers situations where the participant is uncertain about his behavior or the feedback he is providing, and looks for reassurance from you. These include situations such as the participant directly asking you for your opinion, the participant being nervous or uncomfortable, and the participant blaming himself for not doing something correctly or being helpful enough. For each situation, you’ll learn what to do, what to say, what not to do or say, and how you might be able to avoid this in the future.

Keywords

user research nervous participant; usability participant nervous; usability blame; user research participant comfort

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