The key to being a good moderator is to first remember, just like being a bouncer, that you can't let anybody's personal insult or bad behavior effect you emotionally.  Remember, you are the bigger person.  That's why you were chosen to be a moderator to begin with.  

​

The majority of trolls and problem children on the internet are people with behavioral issues in the real world too.  You will not be able to "teach" them anything.  Nor will they understand or accept basic logic.  In most cases, these people tend to be so emotionally focused on their perceived issues and concerns, they forget that we are all in chats on the internet, just chats on the internet, and that there's nothing significant here to fight over.  The chats, along with the content creators to whom they belong, are no more than a means of communication.  They are not a territory or any physical object to be possessed.  

​

All any of us have to do is remember that the majority of streamers and content creators, most likely the one you are moderating for, is trying to make a business of their content and are wanting to grow that business.  In so doing, consider that if this "business" were a brick-and-mortar location, "would it be reasonable for someone to stand up and speak to all of the customers at once and say the things the person in question is saying?"  Just the same as if you were in a restaurant or even a corner store.