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Hospitality

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INTRODUCTION
Transactional Analysis involves the identification of the ego states behind each and every transaction. Berne defined an ego state as “a consistent pattern of feeling and experience directly related to a corresponding consistent pattern of behavior.” Transaction analysis has been used with organizational development in order to improve quality of work life. It has also been used to develop multinational corporations which prepare mangers to operate efficiently within other cultures. This is a theory of social action which is based on the assumption that when two or more people interact, each gains some kind of psychological benefit from the exchange. The ego state (parent-Adult-child) is based on two notions first we have three parts or “ego-states” to our “personality, and secondly that these converse with one another in “transactions”(hence the name). TA is a very common model used in therapy and there is a great deal written about it. This type of psychology examines the transaction between a person and other people.
This is being used within relationship marketing to develop good human relations with customers. Transactional analysis is a method of understanding behavior in interpersonal dynamics. When you talk to someone about anything, you are involved in interpersonal dynamics, and a series of transactions take place. An organization is a product of the process of its human relations. Organizations have trained their employees in Transaction analysis to improve their ability to handle difficult personal situations.

THREE EGO STATES Parent- taught concept
Child-felt concept
Adult-learned concept
Start by defining what Ego is, According to long man dictionary it states that, Ego is the opinion that you have about yourself. Three ego states, types of transactions, Ego states according to Berne, we all have three major ego states that affect our behavior or the way we transact. The three ego states are the parent, child, and adult. We change ego states throughout the day, and even during a single discussion a series of transactions can take place between different ego states. Your parent, child, and adult ego states interact with other people's parent, child, and adult ego states. Understanding the ego state of the person you are interacting with can help you to understand his or her behavior and how to transact in an effective way. While Parent Ego State When the parent ego is in control, people behave from one of two perspectives:

* Critical Parent. When you behave and respond with evaluative responses that are critical, judgmental, opinionated, demanding, disapproving, disciplining, and so on, you are in critical parent ego state. People in the critical parent ego use a lot of do's and don'ts. Employees using the autocratic style tend to be in critical parent ego state because they use high task/directive behavior. So for a example as a staff you are to tell the guests about your polices ,like what is not allowed at your hotel for instant you’re not allowed to smoke in the hotel or rooms, you are not allowed to bring food from outside in cease you want to hold a function at the hotel premises we avoid food poisoning so as a staff you explain this to a guest so those are also the dos and don’ts of the hotel * Sympathetic Parent. On the other hand, you can also be a different type of employee. When you behave and respond with reassuring response that are protecting, permitting, consoling, caring, nurturing, and so on, you are in sympathetic parent ego state. So in this case if you are staff in the restaurant you have to be very caring for both the organization as well as a guest in this case you are looking at the organizations interest as well as the guest interest you talk to the guest. For example of where a guest says the food is not very cooked that person finds something the food, as a staff you have to be very caring and consoling to the guest so that he/she does not get upset that you fed them food which is not very cooked instead you have find solutions to the problem at hand and handle it with care there you are protecting both the interest of the guest and the hotel. * sympathetic parent ego state because they are using high supportive/relationship behavior. Child Ego State When even as you talk to a guest who is a child it important to use a language that which that person can understand, people behave from one of two perspectives:

Structural Diagram

CHILD EGO STATE * . Natural Child. When a guest behave and respond with probing responses that shows curiosity, intimacy, fun, joyfulness, fantasy, impulsiveness, and so on, so as a staff you also have to be in a natural child ego state. Successful managers do not tend to continuously operate from the natural child ego state. As a staff * Adapted Child. When guests behaves with confronting responses that express rebelliousness, pouting, anger, fear, anxiety, inadequacy, procrastination, blaming others, and so on, you are in adapted child ego state so as a staff you have to be in a sympathetic parent ego state because if you also behave in a adapted child then no solutions will be made. Like that you let the guest speak and listen attentive and then use sympathetic parent ego state and as for you the staff you have to use diplomacy in relating with such a guest.

Child interacting with a Parent

ADULT EGO Adult Ego State when the adult ego is in control, people behave in a thinking, rational, calculating, factual, unemotional manner. The adult gathers information, reasons things out, estimates probabilities, and makes decision with cool and calm behavior. When communicating in the adult ego state, you avoid becoming the victim of the other person by controlling your response to the situation. Generally, the most effective behavior, human relations, and performance come from the adult ego state. When interacting with others, you should be aware of their ego state. It is quiet difficult to deal with an Adult than a child. For example, if the person is acting like an adult, you most likely should, too. If the person is acting like a child, it may be appropriate way for you to act like a parent rather than an adult. And there are times when it is appropriate for you to act out of the child ego so this sometimes depends on the situation.

Crossed Transaction

CONCLUSION

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