This is an era of networking of branches and implementation of central data base systems for industry. To avoid the redundancy of staff the branches have to concentrate more on marketing to utilize effectively the resulting surplus time available to them. Though it is stated that technology will become the cutting edge to determine the efficiency and effectiveness of the functioning of staff in marketing their products and extending excellent customer service.
Ever wondered why good speakers make good marketing managers and effective communicators is successful in satisfying customers?
At the center of marketing and customer service is how well you communicate. Inadequate communication is the root cause of unsatisfactory customer service. The best service extenders are excellent receivers or listeners. The marketing people need to be excellent senders or presenters even though they should spend most of their time listening. By far more important is how the communicator is meeting the emotional needs of the customers.
There is more psychological part or ‘unsaid’ part of the communication. Transactional analysis is popularly known as T.A, is a powerful tool to understand the psychological part of the communication. Communication is a process, at least between two people. It originates as mental images within a person who desires to convey those images to others. The meanings are there only in the minds of the people and the communication is the transference of meaning from one mind to the other.
The man has a multiple nature. There are persons within us. One of the persons within our dominates in every transaction. This is true for both the sender and the receiver of the messages. Transactions analysis is the method of examining the transaction and to know which part of the multiple – natured individual is ‘coming on’. Transactional Analysis is a system of analysis developed from the work of Dr. Eric Berne, who saw it as an extension of psychoanalysis.
What changes inside him?
It is a total kind of change. The person is the same. But something changes within him. There are 3 states of ‘being’ that exist within all people. These three states are formulated in childhood and result from the incorporation of recordings of internal events (feelings about events) and external events (data, information and behavior of parents) received during the child’s first five-years.
The brain functions as a high fidelity tape recorder. It stores data in “in stereo”. It records not only events but the feelings attached to those events. Thus allowing people to recall not only facts but the feelings that were experienced when an event was “recorded”.
The three states that exist in all people are known as ‘ego states’.
Human behavior is categorized into one of the three ‘ego states’ viz’; Parents, Adult or Child. Ego states are patterned sets of thoughts and feelings and these are the three basic ways in which people behave and react. These are not roles but psychological-realities.
As long as the baby is there in the mother’s womb there is no evidence to show the development of ego states. The baby is there in a dark, calm and moderate environment. It is floating in the umbilical fluids and nourishment comes through the umbilical cord that connects the baby and the mother. Birth is a traumatic experience for the baby. It is pushed into the loud and bright environment. For the first time the baby experiences the weight. Outside weather touches the baby’s body and the baby start feeling unpleasant. This unpleasantness is expressed and the baby cries. The first ego state i.e. child starts-developing.
The first state of being is a child. It is characterized by strong emotions and desires. It is formed from internal events and is synthesized from the young child’s feelings about the events that take place during the formative years. As the child has limited powers of verbal communication much of the data that he or she absorbs will take the form of feelings. The child is the feeling state. Emotions such as fear, joy, and anger are part of the child state. Emotional and purely sensual feelings, such as crying, jumping with joy and sexual arousal also are part of the child.
This conforming or rebellious child is called the Adapted child:
The child in you is what you were when you were very young. There are many children inside us from the past. They are known collectively as children. These children may have the same feelings and way of behaving; you had when you were little. The children may be angry, rebellious, frightened or confirming (under the influence of internal parent, so as to please your internal parent).
On the other hand, your child can be natural, loving, spontaneous, creative, carefree, fun loving, exciting, adventurous, curious, trusting or joyful and is called the Natural child. It is reproduction of what he saw and heard and felt and understood. Without a physical parent the child would die.
A child believes that everything his or her parents do and say is the truth:
Therefore it is the situation of childhood and not the intention of the parents which influence the child ego state. The second state ‘Parent’ is characterized by criticism and guilt. It is made up of many external events that occur during the child’s first five-years. It is law and order ego state. It includes all the rules and regulations that the child hears the parents say and infers from their-behavior. Because a child of this age is unable to question, explain, or modify the actions and words of others, the external events and the messages that they contain are recorded-verbatim.
In parent ego state, it is the ‘taught’ behavior unlike ‘felt’ behavior in child-state. Many of these recordings, both verbal and nonverbal, are negative in tone. Others are the sources of prejudice, guilt or fear. After the parents state forms, it becomes the basis for much of adult guilt, inhibition, prejudice, caution, habit and unwillingness to change. A person acting from the Parent ego state is behaving according to his system of values. The parent in you feels and behaves in the same ways you perceived the feelings and behavior of your mother, father or significant others.