The tea break turned out to be the most useful part of the day. Several moderators said it was the first time they had talked about burnout out loud. That's why looking after your team gets a module of its own.
Second exercise of the day: one person plays an angry member, the other gets three messages to calm things down. Harder than it sounds, and lots of laughing once the timer ran out.
From the in-person session for Moderation Essentials. Each table got a stack of anonymised reports and twenty minutes to sort them into act now, act later and leave alone.
The one hard rule at the heart of module 2: nobody makes a ban decision alone. Two moderators read the member's history, agree on the outcome, and only then act.
Opening image for the reports module of Moderation Essentials. The rule we borrowed from Moderators HQ: every report gets an acknowledgement, a decision and a note in the log, even when the decision is to do nothing.