flowchart TB
subgraph Window [Johari Window]
O[Open / Arena<br/>Known to self<br/>Known to others] --- B[Blind Spot<br/>Not known to self<br/>Known to others]
H[Hidden / Façade<br/>Known to self<br/>Not known to others] --- U[Unknown<br/>Not known to self<br/>Not known to others]
end
style O fill:#E8F5E9,stroke:#2E7D32
style B fill:#FFEBEE,stroke:#C62828
style H fill:#FFF8E1,stroke:#F9A825
style U fill:#E3F2FD,stroke:#1565C0
18 Interpersonal Behaviour and Transactional Analysis
18.1 Interpersonal Behaviour
Interpersonal behaviour is behaviour that occurs between two or more people who are aware of each other and influence each other’s actions. It is the operative level of all the OB topics so far — personality, perception, motivation, attitudes — because they show up in face-to-face encounters at work.
Two diagnostic questions structure this topic:
- How well do I know myself, and how transparent am I to others? — answered by the Johari Window.
- What ego state am I in when I respond, and what is the other person in? — answered by Transactional Analysis.
Both frameworks are easy to learn and immediately applicable, which is why they appear in every Indian OB textbook (Aswathappa, S.S. Khanka, K. Aswathappa) and in Robbins.
18.2 The Johari Window
Joseph Luft and Harrington Ingham developed the Johari Window (the name is a contraction of their first names) in 1955 as a tool for self-awareness, communication, and team-building (luftingham1955?). The model has two axes — what is known to self and what is known to others — yielding four panes.
TipThe Four Panes of the Johari Window
| Pane | Known to others | Not known to others | |
|---|---|---|---|
| Known to self | Open / Arena — public self | Hidden / Façade — private self | |
| Not known to self | Blind spot — what others see, you don’t | Unknown — discovered later |
18.2.1 Two key processes
The aim of personal growth is to enlarge the Open pane.
- Disclosure / self-disclosure — the person shares information with others. Reduces the Hidden pane.
- Feedback solicitation — the person actively asks for feedback. Reduces the Blind pane.
The Unknown pane shrinks slowly, through experiences and reflection — counselling, leadership development, life events.
18.2.2 Window archetypes
TipFour Communication Archetypes — by Window Shape
| Archetype | Dominant pane | Communication style |
|---|---|---|
| Open / arena dominant | Open | Trusting, transparent — usually most effective |
| Façade builder | Hidden | Plays cards close — reluctant to disclose |
| Bull in a china shop | Blind | Acts without seeing impact on others |
| Turtle | Unknown | Withdrawn, unsure of self and unknown to others |
In effective teams, members work to enlarge the Open pane for each other — through honest disclosure and willingness to give and receive feedback.
18.3 Transactional Analysis (TA)
Eric Berne’s Transactional Analysis — published in Games People Play (1964) and I’m OK — You’re OK by Thomas Harris (1969) — is a theory of personality and a method of psychotherapy that has had wide application in management training, customer service and team development (berne1964?; harris1969?).
TA has four working tools: ego states, transactions, life positions, strokes (and the related concept of games and scripts).
18.3.1 Ego states — PAC
Berne argued that every adult speaks and listens from one of three ego states at any moment:
TipBerne’s Three Ego States
| Ego state | What it draws on | Typical voice |
|---|---|---|
| Parent (P) | Internalised messages from parental / authority figures | “You should/must…” — critical or nurturing |
| Adult (A) | Here-and-now reasoning; fact-based | “Here are the data…” — calm, rational |
| Child (C) | Feelings, impulses, creativity and rebellion from childhood | “I want…” or “It’s not fair!” |
flowchart TB P[Parent<br/>Critical / Nurturing] --> A[Adult<br/>Rational, here-and-now] A --> C[Child<br/>Free / Adapted / Rebellious] style P fill:#FCE4EC,stroke:#AD1457 style A fill:#E3F2FD,stroke:#1565C0 style C fill:#FFF8E1,stroke:#F9A825
The Parent further splits into Critical Parent and Nurturing Parent; the Child into Free Child, Adapted Child, Rebellious Child. The Adult is treated as the most appropriate state for managerial work.
18.3.2 Transactions
A transaction is one unit of communication — a stimulus from one person and a response from another. Berne’s three categories:
TipThree Types of Transactions
| Type | Description | Effect |
|---|---|---|
| Complementary | The response comes from the ego state addressed | Communication continues smoothly |
| Crossed | The response comes from a different ego state than expected | Communication breaks down |
| Ulterior | A surface message and a hidden one — two ego states involved at once | Often the basis of “games” |
A complementary Adult-to-Adult exchange (“What time is the meeting?” / “3 pm in the boardroom”) is the textbook ideal. A crossed transaction (“What time is the meeting?” / “Why don’t you ever check your calendar?” — Parent to Child) blocks the work.
18.3.3 Life positions
Thomas Harris simplified TA into four life positions — basic existential stances toward self and others (harris1969?):
TipFour Life Positions (Harris)
| Position | Self | Others | Stance | Mood |
|---|---|---|---|---|
| 1 | I’m OK | You’re OK | Healthy adult | Trust, collaboration |
| 2 | I’m OK | You’re not OK | Arrogance, blame | Anger, scorn |
| 3 | I’m not OK | You’re OK | Helplessness | Inadequacy, withdrawal |
| 4 | I’m not OK | You’re not OK | Despair | Hopelessness, hostility |
The healthy goal is I’m OK — You’re OK.
18.3.4 Strokes, games and scripts
- Strokes — units of recognition, positive or negative. Humans need strokes; people will choose negative attention over no attention. Effective managers give contingent (linked to behaviour) positive strokes.
- Games — repetitive sequences of ulterior transactions that end in negative payoffs. Berne catalogued common games in Games People Play.
- Scripts — life plans formed in childhood that organise an individual’s future. Becoming aware of one’s script is part of TA-based development.
18.3.5 Applications in management
TipTA at Work
| Application | What TA brings |
|---|---|
| Manager–subordinate communication | Diagnose Parent-Child patterns; aim for Adult-Adult |
| Customer service training | Recognise Critical Parent in customers; respond from Adult |
| Conflict resolution | Identify the ego state driving the dispute |
| Self-development | Map one’s preferred ego states; recognise own scripts |
| Team building | Establish norms of Adult-Adult exchange |
18.4 FIRO-B
A bridge framework worth knowing: William Schutz’s Fundamental Interpersonal Relations Orientation – Behaviour (FIRO-B) identifies three interpersonal needs — inclusion, control, affection — each measured on expressed and wanted dimensions, yielding six scores (schutz1958?). FIRO-B is widely used in team building to predict how members will work together.
18.5 Practice Questions
Q 01
Johari Window
Easy
The Johari Window was developed by:
View solution
Correct Option: B
"Joh-ari" = Joseph Luft + Harrington Ingham, 1955.
Q 02
Panes
Medium
In the Johari Window, the pane that is "known to others but not to self" is the:
View solution
Correct Option: C
The Blind spot — reduced through actively soliciting feedback. The Hidden pane is reduced through self-disclosure.
Q 03
TA Origin
Easy
Transactional Analysis was developed by:
View solution
Correct Option: B
Eric Berne's Games People Play (1964) is the foundational text. Thomas Harris popularised it in I'm OK — You're OK (1969).
Q 04
Ego States
Medium
Match the ego state with its description:
| (i) | Parent | (a) | Here-and-now reasoning; fact-based |
| (ii) | Adult | (b) | Internalised authority messages; "you should…" |
| (iii) | Child | (c) | Feelings, impulses, creativity and rebellion |
View solution
Correct Option: A
Parent → "you should…"; Adult → fact-based reasoning; Child → feelings and impulses.
Q 05
Transactions
Medium
When the response comes from a different ego state than expected, the transaction is called:
View solution
Correct Option: B
Crossed transactions block communication. Complementary continues smoothly; ulterior carries a hidden message.
Q 06
Life Positions
Easy
The healthiest life position in Harris's TA framework is:
View solution
Correct Option: D
"I'm OK — You're OK" is Harris's healthy adult stance — trust, collaboration, mutual respect.
Q 07
Strokes
Medium
In Transactional Analysis, "strokes" are best described as:
View solution
Correct Option: B
Strokes are units of recognition (verbal, non-verbal, positive or negative). People prefer negative strokes to no strokes.
Q 08
FIRO-B
Medium
Schutz's FIRO-B identifies three fundamental interpersonal needs — they are:
View solution
Correct Option: B
Inclusion, Control, Affection — each measured on expressed and wanted dimensions. McClelland's three are AAP; Alderfer's ERG; Berne's PAC.
ImportantQuick recall
- Johari Window (Luft & Ingham, 1955): four panes on axes of known/not known to self and known/not known to others. Open · Hidden · Blind · Unknown. Enlarge Open by disclosure (shrinks Hidden) and feedback solicitation (shrinks Blind).
- Transactional Analysis (Berne, 1964) — four working tools: ego states, transactions, life positions, strokes.
- Three ego states (PAC): Parent (critical / nurturing), Adult (rational), Child (free / adapted / rebellious).
- Transactions: Complementary (smooth), Crossed (blocks communication), Ulterior (hidden message).
- Four life positions (Harris): I’m OK / You’re OK is the healthy adult stance.
- Strokes = units of recognition. People prefer negative strokes to no strokes.
- FIRO-B (Schutz): three needs — Inclusion · Control · Affection — on expressed and wanted dimensions.