Transaction Analysis

1. Why understand TA?

2. 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!

3. 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)

4. Most Successful People . . .
 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!!

5. 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)

6. TA
 Is based on:
 Ego Drive
 Distinct Ego states
1) Adult
2) Parent
3) Child

7. Adult Ego State
 Relating as equals
 Reasons dominating Emotions
 Decisions made on
 Logic
 Computations
 Probabilities
 etc.,.

8. 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.

9. 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.

10. Child Ego State
 Being submissive, throwing temper tantrums and flaunting
authority.
 Distractible
 Fun
 Shy responsibility
 Taking/following instructions
 Curiosity
 Explore
 Child-like examples
Impulsive Happy Curious
Self-centered Pleasure seeking Eager to please
Angry Rebellious
Fearful

11. Child Ego State
 Natural
 Pleasure seeking, Happy State
 Adaptive
 Taking/Follow instructions, Good desciple
 Rebellious
 Curiosity, Break away from norm, Creative

12. Ego Portraits
 People have favorite, preferred ego state, depicted by
larger circle in a diagram
Parent Adult Child
P P
P
A
A
A
C
C
C

13. 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, interactions
1) Complementary
2) Crossed
3) Ulterior

14. 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.

15. Intonations: It‟s the Way You Say It!
Placement of the emphasis What it means
Why don‟t I take you to dinner tonight? I was going to take someone else.
Why don‟t I take you to dinner tonight? Instead of the guy you were going with.
Why don’t I take you to dinner tonight? I‟m trying to find a reason why I
shouldn‟t take you.
Why don‟t I take you to dinner tonight? Do you have a problem with me?
Why don‟t I take you to dinner tonight? Instead of going on your own.
Why don‟t I take you to dinner tonight? Instead of lunch tomorrow.
Why don‟t I take you to dinner tonight? Not tomorrow night.

16. Types of transaction
 Complementary
 Crossed

17. 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 P
A A
C C

18. Complementary „Transactions‟
Example 2:
 Single response
# You‟re late again!
P P
# I‟m sorry. It won‟t happen again.
A A
C C

19. Crossed „Transactions‟ cont‟d
 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.
P P
A A
C C

20. 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 P
A A
C C

21. 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!

22. 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)

23. TA on Mind & Emotions
Happiness, Optimism ,
State of
Sadness Pessimism
Mind
Internal
Energy
Excitement, Emotions Pleasure,
Anxiety External Grief
Energy

24. TA Provides for Inter-dependence
C
Fear
P
Inter-
dependence
People A A
Respect
Work
Quality
streamlined
Process Product

25. TA Helps to Build Emotional Intelligence
95% of
normal
humans have
scores of 70 - Work Life
135 IQ Balance
Response EQ
Ability 2 Knowledge
QI

26. 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.

27. TA Sales Quotes:
 When a relationship is right, details are
negotiable
 When tension is high, details become
obstacles.

28. TA Sales Rules:
 Rule #1:
The customer is never wrong.
 Rule #2:
If the customer is wrong, read rule #1.