Transactional Analysis

Session Description: Calming cranky clients... with SCIENCE! Rather than trusting to abstract ideas like intuition and empathy, we'll talk about behaviors and words you can use to turn a tense, angry conversation around, to a calm place where everybody can get down to work.

Convener: Sharon Cichelli @scichelli

also... How to Make Small Talk!

P - Parent

Parent to Child

Example : Client to Consultant when the client is upset. "You are late in delivering XYZ"

Parent to Parent

Getting confrontational back in return

A - Adult

Adult to Adult

Real business transactions get done here

C - Child

Every situation is Stimulus and Response

Resources

• http://www.amazon.com/Games-People-Play-Transactional-Analysis/dp/0345410033/
• http://www.amazon.com/Im-OK--Youre-OK-Thomas-Harris/dp/0060724277
• Transactional analysis on wikipedia
• http://www.amazon.com/Managing-Humans-Humorous-Software-Engineering/dp/159059844X