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Transaction Analysis
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Why understand TA?
Why understand TA? People are OK as long as each person has validity, importance and
equality of respect.
Everyone (with only few exceptions) has full adult capability to think.
People decide their story and destiny.
The aims of TA is problem solving as opposed to avoidance or passivity and learning to make the right choices.
The ultimate objective of TA is ‘You are OK, I am OK’.
Mastering TA empowers you with Tactful Awareness!
TA
Is a model for explaining why and how: People think like they do People act like they do People interact and communicate with others like they do
TA published works can be found in the following books: Games People Play (Dr. Eric Berne) I’m OK - - You’re OK (Dr. Tom Harris) Born to Win (Dr. Dorothy Jongeward)
Are psychologists first, being students of ‘people’, sensitive to feelings and emotions, not anxious to rush into engagements until they know the kind of person they are dealing with.
Understand people: Because they are different. What appeals to one person may
not work with another. They must buy into you before what you propose.
Are excellent communicators Emphasis is on the ‘body language’ and not the literature!!
Most Successful People . . .
TA
Has 4 life positions: I’m OK; you’re OK I’m not OK; you’re OK I’m OK; you’re not OK I’m not OK; you’re not OK
Individuals need to feel adequate (satisfied)
Is based on: Ego Drive
Distinct Ego states
1) Adult
2) Parent
3) Child
TA
Adult Ego State
Relating as equals Reasons dominating Emotions
Decisions made on Logic Computations Probabilities etc.,.
Parent Ego State Telling others ‘WHAT’ or ‘HOW’ to do.
Caring Shouldering Responsibility Working to Succeed Anger Fault Finding Etc
are all found within the Parent Ego state.
Parent Ego State Nurturing Parent
Sympathetic, caring views.
Eg: Let me show you …………………
Critical Parent Fault finding, judgmental, conflicting views.
Eg: Questioning, Comparing, Know it all, Do as I say approaches.
Child Ego State Being submissive, throwing temper tantrums and flaunting
authority. Distractible Fun Shy responsibility Taking/following instructions Curiosity Explore Child-like examples
ImpulsiveSelf-centeredAngryFearful
HappyPleasure seekingRebellious
CuriousEager to please
Child Ego State Natural
Pleasure seeking, Happy State
Adaptive Taking/Follow instructions, Good desciple
Rebellious Curiosity, Break away from norm, Creative
Ego Portraits People have favorite, preferred ego state, depicted by
larger circle in a diagram
Parent Adult Child
P
A
C
P
A
C
P
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C
Human Interaction Analysis
A transaction = any interaction or communication between 2 people
People send and receive messages out of and into their different ego states
How people say something (what others hear?) just as important as what is said
Types of communication, interactions1) Complementary2) Crossed3) Ulterior
What Does That Mean?
This morning, Ram said to Sita, “Why don’t I take you to dinner tonight?” To explain what Ram meant, likely depended on how he asked the question.
Intonations: It’s the Way You Say It!
Placement of the emphasis
Why don’t I take you to dinner tonight?
Why don’t I take you to dinner tonight?
Why don’t I take you to dinner tonight?
Why don’t I take you to dinner tonight?
Why don’t I take you to dinner tonight?
Why don’t I take you to dinner tonight?
Why don’t I take you to dinner tonight?
What it means
I was going to take someone else.Instead of the guy you were going with.I’m trying to find a reason why I
shouldn’t take you.
Do you have a problem with me?Instead of going on your own.Instead of lunch tomorrow.Not tomorrow night.
Types of transaction
Complementary
Crossed
Complementary ‘Transactions’
Interactions, responses, actions regarded as appropriate and expected from another person.
Parallel communication arrows, communication continues.
Example 1: # How much time do you have?
# I’ve got 10 mins.
P
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C
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Example 2:
P
A
C
P
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# You’re late again!
# I’m sorry. It won’t happen again.
Single response
Complementary ‘Transactions’
Crossed ‘Transactions’ cont’d
P
A
C
P
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C
Interactions, responses, actions NOT regarded as appropriate or expected from another person.
Crossed communication arrows, communication breakdown.
Example 3: # You’re late again!
# Yeah. I know. I had a flat tyre.
Crossed ‘Transactions’Example 4: # What time is it now?
# There’s a clock on the wall, why don’t you
figure it out yourself?
P
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C
P
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Implications of TA
Develop strategies based on Ego situations
Try for the ‘Best’ communication exchange Responding in ‘complementary’ manner Most effective decisions are always in adult to adult transaction
Strokes or positive interactions are extremely important Greet with a smile (first interaction) Touch (handshake, pat on back) Give compliments whenever possible! Listen more than talk!
Become a ‘Response Able’ Person Recognize you cannot control others behavior. But you can affect
their behavior by the way you respond to them
Remember you control your own behavior and thoughts.1) Keep things in perspective
Don’t sweat small stuff Give it test of time Ask if it’s happened before Distinguish what can be changed from what can’t Focus on haves vs. have nots (only 10% of people in the
world know what want)
2) Have realistic expectations Life is not fair or perfect Bad (good) things happen, usually don’t last forever Things don’t always go according to plan People don’t always act as you’d like (remember ego state
explanations)
Emotions
State of Mind
Happiness, Sadness
Excitement, Anxiety External
Energy
Internal Energy
Optimism , Pessimism
Pleasure, Grief
TA on Mind & Emotions
Process
People
Product
Inter-dependence
Work streamlined Quality
TA Provides for Inter-dependence
C
P
A A
Fear
Respect
EQ
IQ
QI
Response Ability Knowledge
95% of normal humans have scores of 70 -
135
TA Helps to Build Emotional Intelligence
Work Life Balance
2
Use TA to Deal with Difficult Customers
Keep ‘adult’ ego state in control of yourself. Don’t get defensive, argumentative, emotional. Don’t take it personal. (Most problems comes from this!) Move cautiously, stay cool, remember complementary
transactions and strokes. Do not need to take continued abuse. (TA does not
mean take abuse!!!!) If handled well (e.g. did not embarrass customer, allow
them to take something out on you), can turn out to be positive later.
TA Sales Quotes:
When a relationship is right, details are negotiable
When tension is high, details become obstacles.
Rule #1:
The customer is never wrong.
Rule #2:
If the customer is wrong, read rule #1.
TA Sales Rules: