Class PPTs TransactionalAnalysis

8/13/2019 Class PPTs TransactionalAnalysis

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Transactional Analysis


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Successful Professional. . .

Are psychologists first, being students of people,sensitive to feelings and emotions, not anxious to rushinto a presentation until they know the kind of person

they are dealing with. Understand people:

Have one thing in common: theyre different, so what appeals toone person may not work with another

Do business with people they like, all other things equal

Do business with people they like, all other things NOT equal(Lee Iacocca)

Must buy you before they will buy your product

Are excellent communicators


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Psychological and Sociological Theories ofHuman Attitudes and Behavior


Social Styles


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Honey, Have You Seen My Car

Keys?

Harry and Wilma are husband and wife.

One morning, Harry is running late forwork and cant find his car keys. When he

asks for Wilmas assistance in finding

them, they eventually get into anargument. Whos fault was it?


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Dont Grump At Me

One summer evening recently, a lady walks intoa restaurant of a well-known national chain. Sheplaces an order after waiting in line for another

lady friend and four kids who are with her. Afterreceiving her food, she discovers she did not geteverything she ordered. She returns to thecounter and complains, First, I have to wait andwait to place my order. Then, you mess it up ontop of that. Robbie, who had taken her ordermakes a mistake in responding to the complaint.What did Robbie do? What should Robbie havedone?


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Theres A Good Farmer

Lukes father would often take the family

for a drive around the countryside after

supper on Sunday. His father liked to lookat other farms. Lukes father would

sometimes say, Hes a good farmer

when driving by a farm. What was thebasis for his fathers conclusion?


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Well It Worked the Last Time

Charlene had a very successful sales callwhen she called on Herman. She had

tons of information and Herman wasseemingly interested in every detail, everynumber, every fact. When she gave thesame presentation on her next stop with

Paul it backfired. What went wrong andwhy?


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A model for explaining why and how: People think like they do

People act like they do

People interact/communicate with others

Based on published psychological work suchas:

Games People Play(Dr. Eric Berne) Im OK - - Youre OK(Dr. Tom Harris)

Born to Win(Dr. Dorothy Jongeward)


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Our Brain (according to Berne)

Determines what we think and how we act

Acts like a tape recorder while recording

1) Events

2) Associated feelings

Has 3 distinct parts or ego states

1) Parent2) Adult

3) Child


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Parent Ego State Thoughts, feelings, attitudes, behavioral patterns based

on messages or lessons learned from parents and otherparental or authoritarian sources

Shoulds and should nots; oughts and ought nots; always

and never Prejudicial views (not based on logic or facts) on things

such as:

religion dress salespeople

traditions work products

money raising children companies Nurturing views (sympathetic, caring views)

Critical views (fault finding, judgmental, condescendingviews)


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Adult Ego State

Thoughts, feelings, attitudes, behavioral

patterns based on objective analysis of

information (data, facts)

Make decisions based on logic,

computations, probabilities, etc. (notemotion)


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Child Ego State

Thoughts, feelings, attitudes, behavioralpatterns based on child-like emotions,

impulses, feelings we have experienced Child-like examples

Impulsive

Self-centeredAngry

Fearful

Happy

Pleasure seekingRebellious

Happy

Curious

Eager to please


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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

A

C


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Human Interaction Analysis

A transaction = any interaction orcommunication between 2 people

People send and receive messages out of andinto their different ego states

How people say something (what others hear?)just as important as what is said

Types of communication, interactions1) Complementary

2) Crossed

3) Ulterior


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Intonations: Its the Way You Say It!

Placement of the emphasis

Why dont I take youto dinner tonight?

Why dont Itake you to dinner tonight?

Why dontI take you to dinner tonight?

Whydont I take you to dinner tonight?

Why dont I takeyou to dinner tonight?

Why dont I take you to dinnertonight?

Why dont I take you to dinner tonight?

What it means

I was going to take someone else.

Instead of the guy you were going with.

Im trying to find a reason why I

shouldnt take you.

Do you have a problem with me?

Instead of going on your own.

Instead of lunch tomorrow.

Not tomorrow night.


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Complementary Transactions

Interactions, responses, actions regarded as appropriate

and expected from another person.

Parallel communication arrows, communication

continues.

Example 1: #1 What time do you have?

#2 Ive got 11:15.P

A

C

P

A

C


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Complementary Transactions

contdExample 2:

P

A

C

P

A

C

#1 Youre late again!

#2 Im sorry. It wont

happen again.


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Crossed Transactions

Interactions, responses, actions NOT regarded as appropriate or

expected from another person.

Crossed communication arrows, communication breakdown.

Example 1 #1 What time do you have?

#2 Theres a clock on the wall, why dont you

figure it out yourself?

P

A

C

P

A

C


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Crossed Transactions contd

Example 2 #1 Youre late again!

#2 Yeah, I know, I had a flat tire.

P

A

C

P

A

C


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Ulterior Transactions

Interactions, responses, actions which are

different from those explicitly stated

Example #1 How about coming up to my room and

listening to some music?

P

A

C

P

A

C


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Some Implications of TA

Develop an adaptive strategy for parent, adult,child customers

Best communication exchange for selling? Remember to respond in complementary mannerMost effective selling involves adult to adult

Strokes, or positive interactions, important Verbal (e.g. hello, compliment)

Touch (handshake, pat on back)A gift

Listening


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Being a Response Able Manager

Recognize you cannot control anothers behavior, but you canaffect their behavior by the way you respond to them.

Remember you control your own behavior and thoughts.

1) Keep things in perspective

Dont sweat small stuff

Give it test of time Ask if its happened before

Distinguish what can be changed from what cant

Focus on haves vs. have nots

2) Have realistic expectations

Life is not fair or perfect Bad (good) things happen, usually dont last forever

Things dont always go according to plan

People dont always act as youd like (remember ego stateexplanations, people have bad days, etc.)


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Dealing with Difficult

Subordinates/Worker/Boss/Customers Keep adult ego state in control of yourself.

Dont get defensive, argumentative, emotional.

Dont take it personally. Move cautiously, stay cool, remember

complementary transactions and strokes.

Do not need to take continued abuse.

If handled well (e.g. didnt embarrass customer,allowed them to take something out on you), canturn out to be positive later.


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Sales Quotes: Transactional

Analysis When a relationship is right, details are

negotiable;

When tension is high, details become

obstacles.


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Sales Quotes: Transactional

Analysis

Rule #1:

The customer is never wrong.

Rule #2:

If the customer is wrong, read rule #1.

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Class PPTs TransactionalAnalysis