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Cover image
Title page
Copyright
Dedication
Acknowledgments
Survival Stories
List of Videos
List of Situations
Frequent
Occasional
Rare
Author Bios
Introduction
Why we wrote this book
Who this book is for
What you’ll learn
One-on-one user research methods
Language used in this book
How this book is organized
Sidebars and survival stories
Companion website and videos
Part 1: Your Moderation Toolkit
Chapter 1. Moderation Matters: Power, Responsibility, and Style
Abstract
1.1 “Are they laughing at me?”
1.2 Power and responsibility
1.3 The session ringmaster
1.4 The science and art spectrum
1.5 Your moderating style
1.6 Effective adaptation
Chapter 2. In the Trenches: Six Steps for Handling Situations
2.1 Take a moment ...