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 ProjectsUnit 2 Business research methods: an introductionUnit 3 Business research methods: data sourcesUnit 4 Business research methods: questions and active listening

Week 7

Unit 5 Business research methods: project management skillsUnit 6 Business research methods: using reflection in researchUnit 7 Business research methods: writing professional reportsUnit 8 Making a successful impact on your Workplace and Workbased project

Week 8 Workplace or Independent ResearchWeek 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 question2. Inform your own research design3. 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 USEFULOPEN: “Tell me about…”

Encourages individuals to talk

Starting a conversation Exploring new areas Gathering information

With talkative people When you need to clarify

informationPROBE: “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 employability@culc.coventry.ac.uk by Unit 5

2. Submit your draft Research Proposal to employability@culc.coventry.ac.uk 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 A1. 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 employability@culc.coventry.ac.uk by Unit 5

2. Submit your draft Research Proposal to employability@culc.coventry.ac.uk 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?