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Human Resource Development (HRM-627)

Lesson 11

TYPES OF TRANSACTIONS

Within ego states there are three different types of transaction: complementary, crossed, and ulterior

Complementary Transactions

A complementary transaction occurs when the sender of the message gets the intended response from the

receiver. For example, an employee makes a mistake and, wanting some sympathy, apologizes to the boss.

Employee `I just dropped the thing when I was almost done. Now I have to do it all over again.'

Supervisor `It happens to all of us; don't worry about it.' This complementary transaction is illustrated below.

SUPERVISOR

EMPLOYEE

Another example of a complementary transaction is a supervisor who wants a job done and delegates it,

expecting the employee to do it. The supervisor behaves on an adult-to-adult level. Supervisor `please get this

order ready for me by two o'clock.' Employee `I'll have it done before two o' clock, no problem.'

Generally, complementary transactions result in more effective communication with fewer hurt feelings and

arguments. In other words, they help human relations and performance. Exceptions are if an employee uses an

adapted child or critical parent ego state and the supervisor does, too. These complementary transactions can

lead to problems.

Crossed Transactions

Crossed transactions occur when the sender of the message does not get the expected response from the

receiver. Returning to our first example: Employee `I just dropped the thing when I was almost done. Now I

have to do it all over again.' Supervisor `you are so clumsy.' This transaction is illustrated below.

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Human Resource Development (HRM-627)

SUPERVISOR

EMPLOYEE

From our second example: Supervisor `please get this order ready for me by two o' clock.' Employee `why

do I have to do it? Why don't you do it yourself? I am busy.' This cross transaction is an adult adapted to

child response.

Generally, cross transactions result in surprise, disappointment, and hurt feelings for the sender of the message.

The unexpected response often gets the person emotional, which often results in his or her changing to the

adapted child ego sate, which causes the communication to deteriorate further. Cross transactions often end in

arguments and hurt human relations.

Cross transactions can be helpful when the negative parent or child ego response is crossed with an adult

response. This cross over may result in the preferred adult to adult conversation.

Ulterior Transactions

Ulterior, or hidden, transactions occur when the words seem to be coming from one ago state, but in reality the

words or behaviors are coming from another. For example, after a training program, one of the participants

came up to a consultant asking advice on an adult ego sate. When the consultant gave advice, the participant

twice had quick responses as to why the advice would not work (child rather than adult behavior). The

consultant realized that what the participant actually wanted was sympathetic understanding for his situation,

not advice. The consultant stopped making suggestions and listened actively, using reflective responses. The

consultant changed from the adult to the sympathetic parent ego state in order to have a complimentary

transaction.

Sometimes people don't know what they want or how to ask for it in a direct way, so they use ulterior

transactions. When possible, it is best to avoid ulterior transactions because they tend to waste time. Avoid

making people search for your hidden meanings. Plan your message before you send it. When receiving

messages look for ulterior transactions and turn them into complimentary transactions, as stated above.

Life Positions

Attitudes affect your behavior and human relations. Within the TA framework, you have attitudes toward

yourself and toward others. Positive attitudes are described as OK, and negative attitudes are described as

NOT OK. The four life positions are illustrated below.

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Human Resource Development (HRM-627)

I'm OK You're not OK

I'm OK You're OK

POSITIVE

Attitude towards

oneself

I'm not OK You're not OK

I'm not OK You're OK

NEGATIVE

POSITVE

Attitudes toward others

The most desirable life position is shown in the upper right hand box: "I am OK You are OK". With a

positive attitude towards yourself and others, you have a greater chance for having adult to adult ego state

communication. You can change your attitude, and you should, if they are not positive, to create win win

situations. People with a positive self-concept tend to have positive attitudes.