Moderator tips
One of the key attributes of a good moderator is the ability to engage in "passive listening." This skill communicates to the customer that you are paying attention to the speaker and are engaged. Some tips for passive listening are:
Make good eye contact: Much like leaning in, good eye contact tells the customer you are interested in their views.
Have a good posture: Do not slouch in your chair. If anything, try to sit slightly forward in your chair. It shows you are interested in everything the customer is saying.
The interview seating arrangement: Whenever possible, try to sit around the corner from the customer. This is less formal than sitting directly across from the customer, but more effective than sitting next to the customer. When you sit next to a customer, while you are technically closer and less formal, you also are unlikely to fully see the customer's expressions.
Keep your emotions and opinions in check: It is good to encourage the interviewee by nodding your...
