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

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Chapter 11

Take the Wheel

Guiding Wayward Participants

Abstract

This chapter covers situations where the participant becomes agitated, annoyed, or disparaging toward you or your organization. These include situations such as a participant who reacts poorly to your neutrality, a participant who is frustrated by a prototype’s limited functionality, and a participant who seems to have an agenda against your organization. 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 it in the future.

Keywords

usability agitated participant; usability annoyed participant; usability angry participant; usability prototype; user research participant

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