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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
Transactional Analysis
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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Transactional Analysis
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.