Naomi R. Henderson is founder and president of RIVA (Research in Values and Attitudes), a qualitative research and training services company in Chevy Chase , Md. She holds a B.A. and a M.Ed. in education. She is an adjunct professor at George Washington University in Washington , D.C.

As a trainer of moderators, I have observed a variety of moderator styles and experience levels.

New moderators frequently give their attention to writing appropriate questions and managing the myriad key elements of group dynamics while probing for important information. Skilled moderators focus more on probing for second and third level information beyond “top of mind” responses as well as finding more creative ways to encourage respondents to deliver behavioral information rather than just conceptual expressions.

This article focuses on qualities of “Master Moderators,” defined as those who have mastered the key skills and techniques that lead to effective group interactions. Additionally, Master Moderators use the rich body of oral information collected and analyze and report that data in appropriate ways to support the decision-making needs of clients.

There is a phrase among airline pilots that says, “There are bold pilots and there are old pilots, but there are no old, bold pilots.”

That maxim does not hold true for moderators! A Master Moderator is by nature both bold and old (if not in years, then in number of groups conducted).

However, simply leading hundreds of groups over 10 or 15 years doesn’t automatically qualify one as a Master Moderator if new skills have not been acquired and adapted to the ever-changing conditions in the world of qualitative research. In general, the following elements make a Master Moderator:

I have identified 25 distinct skills that make a Master Moderator. This list is by no means complete, and I would welcome hearing from senior moderators who have additi...