Module five transactional analysis. Our focus those far has been on developing ourselves into positive oriented individuals who can manage our moods and stress levels and adapt to unpleasant circumstances in a constructive way. Now we begin to focus our attention on the interactions we have with others. In saving of human interaction is a series of transactions where we have positive and negative rewards is a helpful approach towards understanding our relations with customers. transactional analysis builds on this concept, what is transactional analysis? transactional analysis is an approach to psychology that developed in the wake of two competing schools of psychology, psychoanalysis and behaviorism.

Psychoanalysis was concerned with the inner workings of the mind called the psyche. behaviorism was concerned with outward behaviors and how to change them. transactional analysis focuses on inter relations among people, including both outward behavior and inner motivations. Whereas behaviorism and psychoanalysis focus on inward and outward aspects of an individual transactional analysis focuses on one's reality. with others, parent transactional analysis divides our behavior and motivation with others into three styles of behavior. parent, Child and Adult.

The parents style can be thought of as the killjoy. The parents style is our mimicking of parental behavior in our thoughts, feelings and behaviors. For example, when we talk to someone as if they are a child, or someone talks to us as if we were children, this is the person acting in the parents style. communications in this style often exhibit distorted thinking styles, particularly thinking and imperatives that are filtered through our past experiences. child, the child style involves behavior that focuses on fun and avoids responsibility. If someone never responded to you with a reply such as stop bringing me down or I don't want to or they cussed at you, chances are they're operating within the child style or child aspect of themselves.

Adult transactional analysis considers the adult mode to be the best mood to operate in when it comes to problem solving, including challenging interactions with other people, rather than Focusing on the way things should be as the parent mode does or the way you want things to be as the child mode does. The adult mode focuses on the way things are and how to adapt oneself to them. transactions between others can be characterized as complimentary or crossed. Complimentary transactions include child to child child to adult in vice versa. Parents, a parent and adult to adult communication that is complimentary can continue in this fashion and definitely, here are some examples. Adult is the report finished to adult?

I finished it and I'm about to deliver it to you. Parents, why haven't you cleaned your room yet? I told you repeatedly to child you always nag me, child. Hey, let's skip work and go to the park to child Yes, work is boring anyway. parent you should stop procrastinating to parent you should mind your own business. Brush transactions interrupt the back and forth flow of complimentary transactions.

Process transactions include adult child adults parent, child to adult and parent to adult. Not all complimentary transactions are beneficial, nor are all cross transactions negative. Cross transactions really changed the nature of the relationship flow. Here are some examples. Adult is the report finished to child? Why are you always nagging me?

The conversation can then turn into a complimentary child to child interaction or parent child interaction. Adult I'm cleaning up my room now to parent I shouldn't have to remind you, the conversation can then turn into a complimentary parent to child or Parent to Parent interaction. Child Let's skip work and go to the movies to adult I can't afford to miss work. My rent is due and adult response can in turn elicit a complimentary adult response such as, yeah, I need to work to parent you should have finished that report already to adult. You're right. Here's my plan to improve my efficiency or you're right here's the report.

How can I improve to get it done faster. This adult responds can eventually lead to a complimentary adult response. That sounds like a good plan or here's how you can improve. Well, it's true that crossed transactions can continue as such, they eventually resolve into complimentary transactions. Consequently, when you interact with a customer who is in parent mode or child mode, the best way to break the chain of negative complimentary responses is to respond and stay in adult mode yourself. Case Study.

Agnes and her friend Miriam were having an argument because Agnes was supposed to pick up Miriam from work. Agnes got stuck in traffic and her phone was dead. When Agnes finally picked up Miriam over an hour late, Miriam was upset. And now we're late. Come on, Agnus. Miriam said, you just can't be reliable, can you?

Not unreliable. Agnes said I'm here. Why do you have to come down on me Buzz off. I just can't trust you to do a simple favor, Miriam said. Agnes took a few deep breaths. She realized that Miriam had probably had a tough day at work and just wanted to get home.

Even though Agnes was tempted to remind Miriam that she was doing her a favor. After all, Agnes knew that if she pointed it out, it would only escalate matters. Instead, she replied. I'm really sorry. My phone was dead. I probably should have charged it.

But I got caught up doing other things. It's okay Miriam said she remembered Agnes was helping her by giving her a ride. being late wasn't totally Agnus his fault. Miriam realized the problem wasn't that Agnes was late. The real problem was that Miriam was tired and needed to get off her feet and away from work. Now that Agnes was here, she could do that.

And for that she was grateful. These things happen sometimes. I'm sorry, I snapped at you.