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303LON and 308LON
Business research methods: using questions and active
listening
Unit: 4
On completion of this module you will be able to:
• Work independently within an organisation, demonstrating initiative and commitment
• Review the literature relating to a business issue• Analyse valid and reliable evidence to draw sound business
conclusions• Write a coherent project report communicating a solution or
response to the business issue• Reflect on your working practices in relation to your Personal
Development Plan
Module Learning Outcomes
Module Overview: 303LON and 308LON
Week 6
Unit 1 An Introduction to Workplace and Workbased Projects
Unit 2 Business research methods: an introduction
Unit 3 Business research methods: data sources
Unit 4 Business research methods: questions and active listening
Week 7
Unit 5 Business research methods: project management skills
Unit 6 Business research methods: using reflection in research
Unit 7 Business research methods: writing professional reports
Unit 8 Making a successful impact on your Workplace and Workbased project
Week 8 Workplace or Independent Research
Week 9 Workplace or Independent Research
Week 10
Unit 9 Project Updates – Individual Presentations
Unit 10 Individual Progress Review
Unit 11 Individual Progress Review
Unit 12 Module Review
On completion of this unit you will be able to:
• Assess how the use of questioning techniques can be used to gather primary and secondary data in support of a research question
• Creatively use the keyword search in research databases to identify a broad range of secondary sources in relation to the goals of your research
• Practice using questioning techniques to build rapport with participants to encourage an open and honest sharing of information
Unit Learning Outcomes
Source:
Cameron (2009: 378)
Business Skills: Project Stages
Stages of Research – Up to Unit 8
Research Topic: Progress Presentations
Literature Searches
Can help you to:
1. Clarify your research question
2. Inform your own research design
3. Set your research in context of existing knowledge and practice – both academic and in practice
Problem Definition: Using Literature
Problem Definition: Using Keywords
To identify suitable references in online databases, you need to work out keywords to enter into the search engine
• Use Business dictionaries to define your area of research and identify changes in the language used to describe the subject
• personnel management is now more commonly referred to as human resource management
• Think of synonyms• performance management may be referred to in practitioner
publications as ‘employee evaluation’ or ‘appraisal’
Source:Bryman and Bell (2007)
Problem Definition: Using Literature
• What is already known about this area?
• What concepts and theories are relevant to this area?
• What research methods and research strategies have been employed in studying this area?
• Are there any significant controversies?
• Are there any inconsistencies in findings relating to this area?
• Are there any unanswered research questions in this area?
Source:Bryman and Bell (2007)
Business Skills: Types of Questions
OPEN: “Tell me about…”
PROBE: “Exactly what happened next?
CLOSED: “How old were you then?”
REFLECTIVE: “You feel upset about the move?”
LEADING: “I suppose you are sorry now, are you?”
HYPOTHETICAL: “What would you do if...?”
MULTIPLE: “What about… and what did you think… and could you tell me…?”
RHETORICAL: “After all, isn’t it the case that…?”
RELAY: “What do other people think?”
REVERSE: “What do you think we should do?”
Business Skills: Using Questions
QUESTION TYPE USEFUL NOT USEFUL
OPEN: “Tell me about…”
Encourages individuals to talk
Starting a conversation Exploring new areas Gathering information
With talkative people When you need to clarify
information
PROBE: “Exactly what happened next? Follows an open question to find out more detail
Checking for more detailed information
When exploring sensitive subjects where emotions could be involved
CLOSED: “How old were you then?” Narrows context and establishes facts
Probing single facts With people who are not talkative.
REFLECTIVE: “You feel upset about the move?” Very powerful. Repeats back the emotional content of an individual’s statement.
Establishing empathy Managing emotionally
charged situations
Checking the meaning of information and facts
Active listening is a key business skill for managers because it can help you:
• build relationships• learn from others• develop ideas• work well in a team• do well in interviews• sell ideas - and yourself – in the workplace
Source:
Cameron (2009: 216)
Business Skills: Active Listening
Why don’t managers listen to other people?
• lack of interest in the speaker• worrying about what you will say next• inability to concentrate• inability to understand• insensitivity to underlying emotions• active desire not to listen
Source:
Cameron (2009: 215)
Business Skills: Active Listening
Active Listening requires you to listen at 3 levels
Business Skills: Active Listening
4 Active Listening Techniques
Unit 4 Priority Actions:
1. Submit your final Learning Plan to [email protected] by Unit 5
2. Submit your draft Research Proposal to [email protected] by Unit 5
3. Complete the Good Listener Audit
Be ready to present back in Unit 5
Business Skills: Project Work
• Assess how the use of questioning techniques can be used to gather primary and secondary data in support of a research question
• Practice using questioning techniques to build rapport with participants to encourage an open and honest sharing of information
• Creatively use the keyword search in research databases to identify a broad range of secondary sources in relation to the goals of your research
Knowledgecast Summary
Seminar: My Best Learning Experience
Person A – Person B Person B – Person A
1. Where did it take place, when was it? 2. What did you learn?3. How did you learn?4. How have you used what you learned?
1. Where did it take place, when was it? 2. What did you learn?3. How did you learn?4. How have you used what you learned?
• Person B can only listen to the answers
• Person B cannot ask questions or make notes.
• Person A listens to Person B and can:• Take notes • Take an active role in the conversation• Ask questions to clarify details
• Person B presents back to Person A what they heard.
• How accurate was this?• How much detail was remembered, • Was it accurate?
• Person A presents back to Person B what they heard.
• How accurate was this?• How much detail was remembered, • Was it accurate?
Unit 4 Priority Actions:
1. Submit your final Learning Plan to [email protected] by Unit 5
2. Submit your draft Research Proposal to [email protected] by Unit 5
3. Complete the Good Listener Audit
Be ready to present back in Unit 5
Business Skills: Project Work
In our next Unit, we will:
• Review our progress on developing your research strategy• Identify the key project management techniques to support the
delivery of your project on time and with available resources• Produce an action plan to prepare for your workplace and
workbased study
What are we going to cover next?
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