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

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Chapter 12

A Delicate Touch

Addressing Sensitive Situations

Abstract

This chapter looks at sensitive situations that challenge your interpersonal skills by requiring you to address matters that are personal, embarrassing, or emotional. These include situations such as a participant who is extremely friendly, a remote participant who accidentally shares something inappropriate on his screen, and a participant who is obviously distracted by external circumstances. 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

usability participant distracted; user research personal; user research physical attribute; usability embarrassing; user research service ...

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