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Hospitality Essay

1079 words - 5 pages

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 ...view middle of the document...

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...

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