Transaction Analysis By – Harshwardhan Singh Rathoor.
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Transcript of Transaction Analysis By – Harshwardhan Singh Rathoor.
Transaction Analysis
• By–Harshwardhan Singh Rathoor
•••
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Introduction
Transactional
AnalysisEgo StatesFour Life Positions
• StrokingTransactions
• Change
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What is Transactional Analysis?
• A method of dealing with behavioral disorders
• Developed by Eric Berne who believed that the majority of our life experiences are recorded in our subconscious minds in an unaltered fashion and become a part of the way we behave– The behavior is subconsciously designed to get
reactions and determine how others feel about us.
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Transactional AnalysisPenfield, & Berne
• Penfield’s Electrodes• The Brain is a Recorder
• Feelings are permanently locked toassociated Experiences
• People can exist in two states – in anExperience and Observing it
• Recorded Experiences & Feelings can be
Replayed & Relived
• Ever hear music or conversations in
your head? Ever felt déjà vu?
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Transactional AnalysisPenfield, & Berne
• Eric Berne• Transactional Analysis – social intercourse
• Transactional Stimulus
• Transactional Response
• Ego states - Parent, Adult, Child
• Four Life Positions
• Time Structuring
• The Goal is Autonomy• Release or recovery of:
• Awareness
• Spontaneity• Intimacy
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Transactional Analysis
• A Language of Psychology
• A Model of Regularities for explaining why and how:• People think like they do• People act like they do• People interact/communicate with others like the do
• A Tool - Parent, Adult, & Child• A new meaning against traditional ones• They all apply to every transaction• Normal people oscillate between them
• Freedom of choice in communicating with people• Languaging – getting an idea from A to B is as
important as getting an idea
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Transactional Analysis
• Structural Analysis• Individual personality
• Transactional Analysis• What people do and say to one another
• Game Analysis• Ulterior transactions leading to a payoff
• Script Analysis• Specific life dramas compulsively played
out
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Structural analysis
• Natural child – spontaneous, impulsive, feeling oriented, self-centered & pleasure loving
• Adaptive child – compliant, conforms to the wishes & demands of parental figures
• Nurturing parent - comforts, praises and helps others
• Critical parent – finds faults, displays prejudices, disapproves and prevents others from feeling good about themselves
• A major goal is to figure out which ego state a person is using
Transactional Analysis
Transactional analysis - Transactions between people are seen as having 3 levels:
• Complementary – both people are operating from the same ego state
• Crossed – the other person reacts from an unexpected ego state
• Ulterior – two ego states within the same person but one disguises the other
Transactional Analysis
Game analysis - ulteriorly motivated transactions that appear complimentary on the surface but end in bad feelings:
• 1st Degree games – minor upset, played socially end up with minor discomfort
• 2nd Degree games – more intimate end up w/bad feelings
• 3rd Degree games - usually involve physical injury
Transactional Analysis
• Very few games have a positive or neutral outcome
In these games, people play one of three positions:
• Victim• Persecutor• Rescuer
Transactional Analysis
Script analysis – everyone develops a life script by age 5 & these scripts determine how one interacts with others based upon the interpretation of external events
• A negative life script occurs when the person receives lots of injunctions by the parents that used the word DON’T
Transactional Analysis
Common negative life scripts:• Never – one never gets to do what one wants• Until – one must wait until a certain time or
until something is done to be able to do something they want to do
• Always – one must continue to do what one has always done
Transactional Analysis
• After – a difficulty is expected after a certain event
• Open-ended – one does not know what to do after a given time
• Mini-scripts: Hurry up! Try harder! Be perfect! Be strong! Please someone! These drivers allow for temporary escape from life scripts
•••••••••••
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Transactional Analysisin Management
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Simple LanguageNon-Threatening Self AnalysisExisting Success in OrganisationsBuilt in HumourAppropriate for “Normal” PeopleUseful at Work & HomePersonality Theory simplifiedMotivation Theory simplifiedA Leadership StyleA Training ToolAn aid in dealing with Conflict Problems
Ego States
Parent Does not mean responsible
Adult Does not mean mature
Child Does not mean childish
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Ego States C C
Father Mother
ParentRecording of External EventsTaught Concept of Life
Child
Adult
Child
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Ego States
Parent
Adult
Mother
Father
Child
Child
C
Recording of External EventsTaught Concept of Life
Recording of Internal EventsFelt Concept of Life
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Ego States
Parentbirth to 5
Adult10 months on
Childbirth to 5
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Recording of External EventsTaught Concept of Life
Recording of Data acquired &computed through exploration &testingThought Concept of Life
Recording of Internal EventsFelt Concept of Life
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Adult
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Ego States C C
CriticalParent
NurturingParent
AdaptedChild
NaturalChild
Lecturing, Judging, Traditions, Criticizing, Should & Don’t
Consoling, Sympathy, Advising, Guides, Taking Care Of
Objective, Data, Rational, Problem Solving, Less Emotion
Manipulative, Submissive, Conform To Adult Expectations
Playful, Impulsive, Curious, Creative, Fun, Rebel
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Ego States
CriticalParent
C
• Can’t you turn in areport on time justonce?
• What? It takes 1week to answer anemail?
• I’m surprised at you.The quality of thiswork is terrible.
C
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Ego States
NurturingParent
C
• I’m only trying tohelp you
• Let me clean up thatdesk for you
• You’ve done a goodjob
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Ego States
Adult
C
• What are thealternatives
• Can’t we reachsome sort ofagreement?
• What consequenceswill this action have?
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Ego States
AdaptedChild
• Anything you saysir.
• Sorry, I’ll try toimprove.
• What would we dowithout you?
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Ego States C C
• Nobody follows thatrule anyway
• Forget about it. Heis just the boss
• Let’s take off worktoday. Who wants towork Fridayafternoon anyway?
NaturalChild
Computer
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Ego States
1. ParentExteropsychic
(archaic)
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Neopsychic
Archeopsychic
2. DataBank
(updated)
3.Child(archaic)
DecisionsProbability Estimating
ComputerDataBank
PAC
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Ego States
Updated validated Parent data
Updated Adult data
Updated appropriate Child data
Parent(archaic)
Child(archaic)
REALITY
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Ego States C C
Parent
Adult
Child
Parent
Adult
Child
Parent
Adult
Child
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Ego States
• We need all Ego States – dropping onemeans 2/3 human potential
• States, and not Roles• Realities• Unedited recordings• What the child understood at the time
– differs from reality?• TA is like sorting your mind into
drawers
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Ego States – Parent Clues
• Physical• Furrowed brow, pursed lips, pointing
finger, head wagging, horrified look, foottapping, hands on hips, arms folded,wringing hands, tongue licking, sighing,patting another on the head, & otherindividual ones
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Ego States – Parent Clues
• Verbal• Stupid, naughty, ridiculous, disgusting, shocking,
lazy, poor thing, sonny, honey, ridiculous,disgusting, now what, not again,
• How dare you?• I’m going to put a stop to this• I can’t for the life of me..• Now always remember..• If I were you..• How many times..• The use of “always” & “never”• The use of “should” & “ought”
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Ego States – Child Clues C C
• Physical• Tears, quivering lips, pouting, temper
tantrum, high pitched whining, rolling eyes,shrugging shoulders, downcast eyes,teasing, laughter, delight, hand raising, nailbiting, squirming, giggling
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Ego States – Child Clues
• Verbal• I wish, I want, I dunno, I don’t care, I
guess, when I grow up, bigger, biggest,better, best, look no hands
• Why, what, where, who, when, & how arethe Adult operating in the little person
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Ego States – Adult Clues
• Physical• Continual movement of the face, eyes,
body• Non movement is non listening – cultural?• Head tilted is listening with an angle• Adult allows the curious & excited child to
show it’s face
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Ego States – Adult Clues C C
• Verbal• Why, what, where, who, when, & how
• How much, in what way, true, false,comparative, probable, possible, unknown,objective, I think, I see, it is my opinion
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Ego States
• Parent• 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, condescending
views• Adult
• Thoughts, feelings, attitudes, behavioral patterns basedon objective analysis of information (data, facts)
• Make decisions based on logic, computations,probabilities, etc., not emotion
• Child• Thoughts, feelings, attitudes, behavioral patterns based
on child-like emotions, impulses, feelings we haveexperienced
• Child-like examples: impulsive, self-centered, angry,fearful, happy, pleasure seeking, rebellious, curious,eager to please
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Ego States C C
• All are present
• All have value• Child – intuition, creativity, spontaneous drive, enjoyment
• Adult – survival, dealing with the world, mediate Parent &Child
• Parent – parent of children, automatic responses
One is usually dominant
Different States for different communications
Different States for different people
Message sent and received from different States
How people say something (what others hear) is justas important as what is said
• Parent runs on ‘old tapes’ – 20+ years old
• -• -
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Four Life Positions
I’m not OK
You’re OK
I’m not OK
You’re not OK
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I’m OKI’m OK
You’re not OKYou’re OK
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Four Life Positions C C
• I’m not OK - You’re OK• Every Child – even happy childhood ones• Happens around the age of 2 – first 3 positions• Happens due to on & off Stroking• This position has hope as there is Stroking from the
You’re OK position• The first understanding or equilibrium• Built on the appraisals of others• If this is not confirmed or settled it give rise to the next 2
positions• Unless changed to the 4th position it remains lifelong• People do not shift back and forth• The first 3 positions are non verbal – conclusions vs. the
4th position of explanation• Results in “Mine is Bigger” game for relief of this unjust
position• I’m not OK comes from Adaptive Child• However, everyone is born OK – a baby is in fact perfect
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•
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Four Life Positions
• I’m not OK - You’re not OKSlowing Stroking and Increasing Punishments
Longs to be an infant again
Loses interest in living
In Autism this may be the first position
Possibly 1%
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Four Life Positions C C
• I’m OK - You’re not OKAbused child
I’m OK comes from being OK when aloneStrikes back when olderNo matter what they do the fault is withOthers
• Will not believe future Strokes from others,as are Not OK
• The ultimate expression here is Homicide• 4% of Cases, two facing each other a big
problem
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Four Life Positions C C
• I’m OK - You’re OK• People live out their positions• The 4th position is the only real way forward – only
Hope• It is a Position not a Feeling• Includes infinitely greater amount of data than the
others• Includes experiences and things not yet
experienced• The only Conscious and Verbal Position• The only Proactive (not Reactive) Position• Cannot Guarantee instant OK feelings but can
switch off Feelings from past Positions• First 3 is Why? 4th is Why Not?• Can accept uncertainty unlike the other 3 -
rationalise• We can change – Thinking is separate from Cause
& Effect• Data Processing Order – Parent, Child, Adult• Goal is the Emancipated Adult – Freedom to Choose
You
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OK
Four Life Positions C C
I’m not ok, you’re ok-ve Adaptive Child
Get Away FromIntrojective Position
I’m not ok, you’re not ok-ve Adaptive Child &
Critical ParentGet nowhere
Futility Position
I’m ok, you’re okAll states +ve
Get on withIdeal Position
I’m ok, you’re not ok-ve Critical Parent
Get rid ofProjective Position
Not OK Me OK
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Four Life Positions C C
• About oneself – Higher is Adult, lower is ChildI can think for myself
I’m worth knowing
I’m stupid
I’m worthless
• About others – Higher is Adult, lower is ParentPeople can be trusted
Everyone has good points
People are bad
Everyone is incompetent
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Four Life Positions C C
• You’re OK for children comes from Stroking• I’m Not OK is also with happy children; happy
children = parents unconditional love• Knowing the positions does not mean feeling
OK; but you can make bad feelings go away• I’m OK does not mean I’m perfect• Treat a person the way they are and they will
become worse; treat them as their potentialand they will be as they should be
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Stroking
• Positive Strokes
• Negative Strokes• Conditional Strokes
Need Solitude
Comfort Zone
Need Strokes
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• The types of Strokes you seek dependon your Okayness
• No Strokes is the worst• The worst punishment in Prisons is Solitary
Confinement
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Stroking C C
• Positive Strokes• Praise, complements, recognition, affection,
rewards, sympathy, consolation, self-satisfactionfrom job well done
• Negative Strokes• Put-downs, criticism, degrading, ridicule, scolding,
punishment, discounting
• Conditional Strokes• Strokes with Ulterior Motives
• Strokes given for what you do, rather than for whatyou are:
• Performance oriented strokes
• Accommodation & conformity oriented strokes
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Stroking C C
• Physical from parents, partners• Psychological from teachers, friends, partners,
acquaintances, managers• Physical Strokes early in life move to
Psychological Strokes later
• Positive for Being• “Morning, Karen. Morning, John, you’re looking very
smart.”• Positive for Doing
• “This report is excellent.”• Negative for Being
• “Why are you so unhelpful ?”• Negative for Doing
• “You’re late again.”
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Stroking C C
• Maslow lists ‘optimum stimulation’ with food &water as a primary need
• Stoking mostly comes from people – charitybaskets do not fill hungry hearts
• We will get Strokes one way or another – likein the case of starvation
• Most common way getting strokes is Games• One source is reliving Stroking from the past
– think of a hobby & it will mostly connect tosomeone
• People entering a room always have aquestion: “How do I get Strokes around here”
• Some people need more than others• Scientists may need only one a year
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Stroking C C
• Stroking is needed and seeked daily by mostof us
• Relationships get reliable Stroking• Need to see the whole person to be able to
give Positive Strokes – specially the Child• However beware of “Peda Throwing”• While we give Strokes, understand that others
also ‘need’ to give Strokes• People in grief do not need advice or material
– they need you• Listening is one of the biggest strokes
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Stroking - Relationships
Children
Parent
Friend
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Spouse
Etc.
Me
Etc.
Colleague
Etc.
Stroking - Forms1. Eye Contact
look to validate
2. Listenempathically at the other person’s pace
3. Ask Questionskeeping the other in mind
4. Use Namesto validate the individual
5. Give Yourself Awayrisk a real conversation or encounter
6. Be A Rewarderthank you, letters, compliments – do it today
Stroking - Forms7. Carry an Address Book, Postcard, & Pen
never lose travel or waiting time
8. Plan spontaneous things happen to planners
9. Don’t Allow Discounting reinstate a hello or other transaction
10. Loosen Up humour diffuses any situation (kiss kid)
11. Doers Do, and Tryers Try new feelings only come out of action
12. Don’t Be Over Numerous in Your Intentionsone call vs. a list of 99 that you will call in the
year
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Transactions
1 1
C C
Parent
Adult
Child
23
456
789
23
456
789
Parent
Adult
Child
C C
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TransactionsComplimentary Crossed Ulterior
Parent
Adult
Child
Parent
Adult
Child
Parent
Adult
Child
Parent
Adult
Child
Parent
Adult
Child
Parent
Adult
Child
Parent
Adult
Child
Parent
Adult
Child
Parent
Adult
Child
Parent
Adult
Child
Parent
Adult
Child
Parent
Adult
Child
Expected ResponseNo Conflict
Produce ConflictStop Communication
Hurt Feelings
Non VerbalPsychological Level
Social Level
••••
1. 1.
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Transactions - Complementary
Appropriate & Expected response
Parallel communication arrowsNo ConflictCommunication continues
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Parent
Adult
Child
2.
Parent
Adult
Child
What time do you have?I’ve got 11:15
Parent
Adult
Child
2.
Parent
Adult
Child
You’re late againI’m sorry, it won’t happen again
Adult
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Transactions C C
CriticalParent
NurturingParent
AdaptedChild
NaturalChild
Lecturing, Judging, Traditions, Criticizing, Should & Don’t
Consoling, Sympathy, Advising, Guides, Taking Care Of
Objective, Data, Rational, Problem Solving, Less Emotion
Manipulative, Submissive, Conform To Adult Expectations
Playful, Impulsive, Curious, Creative, Fun, Rebel
••
•
1. 1.2. 2.
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Transactions - Crossed
Not Appropriate & not Expected response
Crossed communication arrows•
Conflict
Communication breakdown
C C
Parent
Adult
Child
Parent
Adult
Child
What time do you have?The clock is on the wall for you to see
Parent
Adult
Child
Parent
Adult
Child
You’re late againI know, I had a flat tire
Adult
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Transactions C C
CriticalParent
NurturingParent
AdaptedChild
NaturalChild
Lecturing, Judging, Traditions, Criticizing, Should & Don’t
Consoling, Sympathy, Advising, Guides, Taking Care Of
Objective, Data, Rational, Problem Solving, Less Emotion
Manipulative, Submissive, Conform To Adult Expectations
Playful, Impulsive, Curious, Creative, Fun, Rebel
••••
1. 1.2. 2.
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Transactions - Ulterior C C
Disguised CommunicationNon Verbal communication arrowsMay or may not be in conflictMay or may not be communication breakdown
Angular Parent
Adult
Child
Parent
Adult
Child
Duplex Parent
Adult
Child
Parent
Adult
Child
The Sale ends tomorrowI’ll have one of those
Please come into my officeI’m a little busy right now
Adult
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Transactions C C
CriticalParent
NurturingParent
AdaptedChild
NaturalChild
Lecturing, Judging, Traditions, Criticizing, Should & Don’t
Consoling, Sympathy, Advising, Guides, Taking Care Of
Objective, Data, Rational, Problem Solving, Less Emotion
Manipulative, Submissive, Conform To Adult Expectations
Playful, Impulsive, Curious, Creative, Fun, Rebel
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Transactions
• Direct or Indirect• Speaking so a third person can overhear
• I wonder if the boss knows that he is upsettingpeople
• Straightforward of Diluted• Half hostile and half affectionate
• Hey genius, when are you going to finish this book?
• Intense or Weak• Superficial or lack of feeling
• Whatever you say
• Gallows Transactions• Amusement at a persons misfortune• Reinforces negative behaviour• Losers game
C C
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Transactions - Differences C C
• We differ in 2 ways• Content of Parent, Adult, & Child
• Function of Parent, Adult, & Child• Contamination
• Exclusion
• Ideally Parent, Adult, & Child should beseparate
• Smooth transitions between the three• Too rigid means slow people
• Too fast means unpredictable
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TransactionsDifferences - Contamination
C C
Parentbirth to 5
Prejudice (parents beliefs)
Adult10 months on
Child
Delusion (grounded in fear)Hallucination (abuse as child)
birth to 5
Decontaminate your Adult
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TransactionsDifferences - Exclusion
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C
Parent
Adult
• Parent contaminatedAdult with blockedout Child
• A person whocannot play
• Unhappy andcontrolled childhood
Child
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TransactionsDifferences - Exclusion
Parent
• Child contaminated
Adult with blockedout Parent
• A person without aconscience
Adult• Extremely brutal
Parents• No remorseChild• Can be a
Psychopath
A
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A
C
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TransactionsDifferences - Exclusion
Parent• Blocked out or
decommissionedAdult
• Out of touch withreality
Adult
A
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A
C
• Conflicting info givesup on being Adult
• Psychotic
Child • Can be Manic-Depressive
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Parent
Adult
Child
TransactionsDifferences - Programming
Adult usingParent Programming
Parent
Adult
C
Adult rejectingParent or Child
C
ProgrammingChild
Parent
Adult
Child
Adult usingChild Programming
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Transactions C C
• Being in one State evokes a responsefrom a Complimentary State – Childevokes Parent
• In a Conflict, first compliment theother’s State and then move both toAdult
• Discounting is a big crossed transaction• Ulterior happens when one is hiding
the Parent or Child• TA encourages Honesty vs. Ulterior
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Transactions - Tips at Work
• How I see them:
• How they see
themselves:
• Boss: Critical Parent • Boss: NurturingParent
• Peers: Nurturing • Peers: AdultsParents
• Support Staff:• Support Staff: MostMostly considerNatural Children,themselves Adultssome Adaptedexcept some admit
Children, few Adults
to being NaturalChildren
C C
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ATransactions - Tips at Work
C C
• Try mostly to keep Adult to Adult
• Do not get your Parent or Child “Hooked”• Do divert into Natural Child to Natural Child
sometimes• Holidays, sport, music, etc
• Don’t get into Critical Parent to Adaptive Child• “You haven’t given me any reason for…”
• Nor Nurturing Parent to Adaptive Child• “If I were your boss, I would agree…”• “I agree, threshold assessment is nonsense”
• Certainly, don’t do Adaptive Child to NurturingParent (with a hidden third party CriticalParent)• “I’m sorry I have to ask this, but the …. demands
it”• Nor Critical Parent to Critical Parent
• “I agree, young people today are illiterate”
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Change
• What makes People Want to Change?• Pain
• They are hurt sufficiently
• They have invested in the same slot machineswithout any returns for a long time
• They are severely ill and want relief
• Boredom• “So what” becomes “there is more to life than
this”
• Enlightenment• I’m OK – You’re OK is the only Proactive
Position to initiate change
C C
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Change C C
• We are not helpless even though wefeel we are
• When we are responsible (responseable) then we can change
• If we are part of the problem then wecan be part of the answer
• We cannot change others; otherschange only when we change ourselves– start with yourself
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Change - Requirements C C
• Wanting comes first• Requires Child participation – Want instead of Have
To
• Positives work, negatives don’t• New Year’s don’ts – replace with something first• Dos are exhilarating, don’ts are depriving
• Have a Reward in sight• Continuous ones – not only a big one at the end
• A new Internal Model• If parents are not good enough pick & be another
• We change a little at a time• Small change over time becomes large (airplane 1
deg)
• Record your Gains• The Child likes to see progress - proof
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Change - Requirements
• Change produces Loss as well as Gain• We feel Loss before Gain• Freedom & Responsibility is related
• Have Options• Nothing in life is sure• Otherwise you will go back
• Get Help• One and Only, None and Lonely• Be shown where to look, not what to see – magic
answers• TA does not work, you do
• The Power of a Habit• Time saving• Energy repeatedly applied or we do the old way
C C
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Change - Requirements C C
• Energy• Energy creates new Habit pathways
• Change takes energy – see Stresssituations
• Avoid too many changes at once• Concentrate it (10 units of energy on
cake)• Energy comes from people – strokes
Honey, Have You Seen My Car Keys?
• Harry and Wilma are husband and wife. One morning, Harry is running late for work and can’t find his car keys. When he asks for Wilma’s assistance in finding them, they eventually get into an argument. Who’s fault was it?
Don’t Grump At Me
• One summer evening recently, a lady walks into a restaurant of a well-known national chain. She places an order after waiting in line for another lady friend and four kids who are with her. After receiving her food, she discovers she did not get everything she ordered. She returns to the counter and complains, “First, I have to wait and wait to place my order. Then, you mess it up on top of that.” Robbie, who had taken her order makes a mistake in responding to the complaint. What did Robbie do? What should Robbie have done?
There’s A ‘Good’ Farmer
• Luke’s father would often take the family for a drive around the countryside after supper on Sunday. His father liked to look at other farms. Luke’s father would sometimes say, “He’s a good farmer” when driving by a farm. What was the basis for his father’s conclusion?
Well It Worked the Last Time
• Charlene had a very successful sales call when she called on Herman. She had ‘tons’ of information and Herman was seemingly interested in every detail, every number, every fact. When she gave the same presentation on her next stop with Paul it backfired. What went wrong and why?
Some Selling Implications of TA
• Develop an adaptive selling strategy for ‘parent’, ‘adult’, ‘child’ customers
• ‘Best’ communication exchange for selling?– Remember to respond in ‘complementary’ manner– Most effective selling involves adult to adult
• Strokes, or positive interactions, important– Verbal (e.g. hello, compliment)– Touch (handshake, pat on back)– A gift– Listening
Being a ‘Response Able’ Salesperson• Recognize you cannot control another’s 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
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, people have ‘bad’ days, etc.)
Dealing with Difficult Customers
• Keep ‘adult’ ego state in control of yourself.• Don’t get defensive, argumentative, emotional.• Don’t take it personally.• Move cautiously, stay cool, remember
complementary transactions and strokes.• Do not need to take continued abuse.• If handled well (e.g. didn’t embarrass customer,
allowed them to take something out on you), can turn out to be positive later.
Sales Quotes: Transactional Analysis
• When a relationship is right, details are negotiable;
When tension is high, details become obstacles.
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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Summary
Transactional Analysis
Ego StatesFour Life Positions
• StrokingTransactions
• Change
Summary
There are many lessons here….
The first three are:
1. Be in your Adult !
2. Be in your Adult !!
3. Be in your Adult !!!
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Recommended Readings
1. I’m OK, You’re OKDr. Thomas Harris
2. Staying OKDr. Thomas Harris
3. Games People PlayDr. Eric Berne
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