Transactional analysis ego styles: a comparative study of employees of State bank of India and ICICI bank

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The study aims to find the predominant ego styles of employees in two of the country’s leading banks: ICICI and State Bank of India. It serves as a useful model for organizations to be aware of the psychological states of employees which influence the performance of employees.

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International Journal of Management (IJM) Volume 9, Issue 3, May–June 2018, pp. 65–73, Article ID: IJM_09_03_007 Available online at http://www.iaeme.com/ijm/issues.asp?JType=IJM&VType=9&IType=3 Journal Impact Factor (2016): 8.1920 (Calculated by GISI) www.jifactor.com ISSN Print: 0976-6502 and ISSN Online: 0976-6510 © IAEME Publication TRANSACTIONAL ANALYSIS EGO STYLES: A COMPARATIVE STUDY OF EMPLOYEES OF STATE BANK OF INDIA AND ICICI BANK Puneet Kaur Research Scholar, Assistant Professor, Post Graduate Department of Commerce, A.S College, Khanna ABSTRACT Individuals, irrespective of their biographical, academic and professional qualifications, exhibit themselves to the external world, from either one of the psychological states-parent, adult and child at a point of time. These psychological states manifest themselves in individuals from either an effective or ineffective mode. This may affect their interaction with others positively or negatively. This reflects in their performance in various domains of life, inclusive of the same in their work life as well. The study aims to find the predominant ego styles of employees in two of the country’s leading banks: ICICI and State Bank of India. It serves as a useful model for organizations to be aware of the psychological states of employees which influence the performance of employees. The study was conducted in the banking sector (a SBIand a ICICI Bank). The primary constituent of success in an organization is its human interface and it largely depends on their interactive ability with clients as well as among themselves. This has necessitated the researcher to analyze the predominantly manifested ego styles among employees. These ego styles influence the performance level of the individual employees to a large extent. Key words: Psychological, Work Life, Ego, Parent, Adult, Child. Cite this Article: Sukanya Sharma, Fedric Kujur, Saumya Singh and Gairik Das, Changing Pattern of Promotion In Indian Organised Retail – A Review, International Journal of Management, 9 (3), 2018, pp. 65–73. http://www.iaeme.com/ijm/issues.asp?JType=IJM&VType=9&IType=3 1. INTRODUCTION Transaction Analysis (TA) is a theory of personality and behavior and a systematic tool for personal growth and personal change. TA gives a clear picture of how people are structured psychologically. People are structured into three basic ego states of-parent, adult and child. It is based on the state they are in which determines their day to day behavior (Harris,1979).These ego states are projected by individuals in either of the effective or ineffective forms, which henceforth influence their interactions with others. This further enhances or deteriorates their http://www.iaeme.com/IJM/index.asp 65 editor@iaeme.com
Changing Pattern Of Promotion In Indian Organised Retail – A Review performance in their work place. This study has brought out the ineffective and effective styles of employees in the banking sector. At any given time, a person experiences and manifests their personality through a mixture of behaviors, thoughts and feelings. Typically, according to TA, there are three ego-states that people consistently use: • Adult: a state in which they behave, feel and think in response to what is going on here and now, using all their resources as an adult human being with many years of experience of life to guide them. • Parent: a state in which they behave, feel and think in response to an unconscious mimicking of how their parents (or other parent figures) acted - thus a person may shout at someone out of frustration because they learned from an influential figure in childhood the lesson that this seemed to be a way that worked. • Child: a state in which they revert to behaving, feeling and thinking close to how they did in childhood - thus a person being told off by the boss at work may look down and feel shame or anger, as they used to when told off as a child. 2. PHILOSOPHY OF TA • People are OK - thus each person has validity, importance, equality of respect. • Everyone (with only few exceptions) has full adult capability to think. • People decide their story and destiny, and this is a decision, it can be changed. • Freedom from historical mal adaptations embedded in the childhood script is required, in order to become free of inappropriate unauthentic and displaced emotion which are not a fair and honest reflection of here-and-now life (such as echoes of childhood suffering, pity-me and other mind games, compulsive behaviour, and repetitive dysfunctional life patterns). • TA is goal oriented, not merely problem oriented. • The aims of change under TA are autonomy (freedom from childhood script), spontaneity, intimacy, problem solving as opposed to avoidance or passivity, cure as an ideal rather than merely 'making progress', learning new choices. 3. UNDERSTANDING THE PARTS OF OUR PERSONALITY If we realized the many different parts of our personality, we should be better able to discover what we are really like inside--what "makes us tick." Personality theories provide a kind of road map of the parts of our personality which generate the complex and conflicting feelings, thoughts, and behaviors we experience. Such theories fill entire books (e.g. Monte, 1980; Byrne & Kelley, 1981; Mischel, 1981). Freud's parts of the personality--id, ego and superego--and Eric Berne's (1964, 1973) parts--the "child," "adult," and "parent." are similar and together they probably are still the most commonly used theories (Psychoanalysis and Transactional Analysis or TA) for understanding ourselves and others. 1. The id or the "child" The id contains the primitive biological urges assumed (by Freud) to strive for expression in all of us. These drives include the needs to be loved and cuddled, the desires to have all kinds of sexual stimulation, and the tendencies to be aggressive and destructive in general and hostile in particular towards anything that interferes with our gaining the pleasures we seek. The id is not rational or realistic; it has no morals. It seeks immediate gratification. Some of its urges may be conscious, like wanting to look at your mother's breasts; some are unconscious, perhaps homosexual urges or murderous impulses. The id's motto is "If it feels good, do it." Eric Berne's "child" ego state is similar to Freud's id (or "it" in German) except he divided this part of our personality into three sub-parts: http://www.iaeme.com/IJM/index.asp 66 editor@iaeme.com
Sukanya Sharma, Fedric Kujur, Saumya Singh and Gairik Das 1. The natural child is the fun-loving, carefree, impulsive, creative, pleasure-seeking, impatient part of us that provides much of our motivation, excitement, and energy. The natural child part also provides some of our important emotions, such as joy and curiosity when we are happy and anger and vengeance when we are frustrated. Without this part, life would not be nearly so much fun or as mean. 2. The adaptive child is the compliant, orderly, neat part of us that encourages us to act "grown up," attempts to please others, hides our anger and greed, and generally seeks the rewards of doing what we are supposed to do. It is the need to be a "good boy" or "good girl." As we learned in chapter 8, however, the needs to be "good" and conform are often opposed by the needs to rebel; dependency is followed by resentment. Thus, the adaptive child also contains urges to subtly resist orders and tradition. It may procrastinate rather than openly rebel; it may get sick to get attention; it may devise a "script" (a life plan) to please a parent's "child" which wants the son or daughter to fail or to be "bad;" it may play "games" to hurt itself or others; it may become neurotic or psychotic or just unhappy and grouchy if such an adaptation has a payoff. 3. The Little Professor is the intuitive, clever, observant, conniving, manipulative part of us which figures out how to relate to others to get what we want. Examples: it may say, "if I'm nice to my brother and sister" or "if I'm cute and smile a lot" or "if I say 'I love you' frequently" or "if I throw a temper tantrum" then I'll get what I want. The Little Professor may help us be good or it may be a trouble-maker. Your "child" is probably in control when you: • act on feelings and/or act impulsively and/or make an emotional decision. • use words such as won't, can't, hate, love, give me, now, damn, and so on. • get upset with other people or when something gets in your way. • look for and do whatever seems to be the most fun (rather than what you should do in terms of common sense or morals). • notice that people are playful and comfortable with you and enjoy being around you (at least at a party). These three sub-parts of the "child" are responsible for much of our personality and interaction with others. The key questions to ask are: Is my "child" happy or unhappy? Is it free and having fun (part of the time)? Is it suppressed and angry? Has it felt forced to adapt by being sickly (and complaining) or weak or disruptive or rebellious or deceptive? Later in this chapter we will study the "games people play;" these "games" are devised primarily by the unhappy adaptive "child" to get some pay off to replace the love and attention it can't get by straight-forward interactions. 2. The superego or the "parent" Early in life we start to realize that all of our pleasure, love, and sexual needs cannot be satisfied. Some desires may be impossible to fulfill; other urges are taboo; still other urges anger people who are important to our survival. Thus, a part of us starts to say, "You can't do that" or "You shouldn't think about those kinds of things; they are bad." This internal voice becomes the superego or "parent" part of our personality. Freud gave detailed explanations of how the superego developed. For instance, in chapter 5 we have already learned how the scary Oedipus and Electra Complexes are resolved by identifying with the same sexed parent. For example, for girls: "If I ally myself with Mommy--become like her--then she will like me and not hate me." Thus, the parent's values, morals, and attitudes are absorbed as part of this identification process. Furthermore, parents, baby sitters, relatives, and older siblings have morally guided the young child by repeatedly encouraging good behavior and reprimanding bad behavior, so that the superego of the child takes over that controlling role. Freud recognized two aspects of the superego: the conscience and the ego-ideal. The conscience is learned through criticism and punishment by parents and others. The ego-ideal, a http://www.iaeme.com/IJM/index.asp 67 editor@iaeme.com
Changing Pattern Of Promotion In Indian Organised Retail – A Review perfectionist ideal (often a glorified image of the same sexed parent) held up for the ego to strive for, is acquired by being rewarded for being good. Likewise, Berne divided Freud's superego functions into two "parents:" 1. The nurturing "parent" is the part of all of us that is caring, loving, helping, supportive, giving, and protective towards others and towards one's self. This part of our personality may include giving ourselves and others practical hints about coping, bits of wisdom, values, wise sayings, and other suggestions about how to live. This part talks to us and says things like, "You are a good person when you help your parents" or "You don't have to do what others want you to do, you have good judgment, make up your own mind." 2. The critical "parent" is the part of us which criticizes our own or others' behavior (or feelings or thoughts) when we do something we shouldn't. It is our conscience; it is filled with "shoulds" and "thou shall nots" and "oughts." When we do something wrong, the critical parent can be very severe and harsh with us, causing shame, guilt, and depression. Freud believed that the stronger the id's unacceptable love-sex needs and aggressive tendencies, the more critical the superego must become. Thus, there is a constant struggle between the id and the superego-- between the "child" and the "parent." Your "parent" is probably in control when you: • Obey rules or follow customs unquestioningly. • Use words such as awful, good, silly, cute, disgraceful, and disgusting, dirty and so on. • Do what others think you should rather than what you prefer to do. • Are bossy, give advice or instructions, and explain a lot of things to others. • Talk and act the way your mother or father did. • Stand over others, point your finger at them, and lecture. 3. The ego or the "adult" Obviously, both the pleasure-seeking, destructive id and the cruel, demanding superego must be controlled, which is one of the assignments given the ego (Freud's word was "I" in German) or the "adult." The ego tries to find realistic ways to placate the passions of the id and still stay within the moral boundaries set by the superego. Moreover, the ego must learn to deal with the outside world--what others will tolerate and what demands are made on us for survival and for approval by others. The ego is the perceiving, thinking, reasoning, logically deciding part of us--our Mr. Spock or our computer which helps us decide what is rational to do. Neither the id nor superego is realistic. The id demands constant gratification; the superego is impossibly idealistic. The ego or "adult" has to deal with reality--and reality includes (1) the id's emotional impulses, (2) the superego's moralistic demands and censure, and (3) complex external reality, including understanding how things really work in the outside world and how to get along with others. As Freud said, "Life (for the ego) is not easy!" It has an enormous task and, as we saw in chapter 5, when our ego becomes overwhelmed, we feel anxious. The anxiety may come from the id (the urges are about to break loose), the superego (the criticism is devastating), or reality (things are falling apart in the external world). Not all of the work of the ego is conscious, i.e. it does many things without telling us. For instance, the ego represses some of the id's desires because consciously thinking about these selfish or sexually perverse or brutally hostile urges makes us anxious (the urges are still there). The ego's defense mechanisms, as discussed in chapter 5, operate unconsciously. In a similar way, our ego unconsciously devises a variety of excuses which enable us to escape the critical wrath of our superego (see chapters 3 & 7). The best solution is to acknowledge (as we become able to do so) all parts of us, the good and the bad. That's why this road map to your psyche should be helpful for self-exploration. http://www.iaeme.com/IJM/index.asp 68 editor@iaeme.com
Sukanya Sharma, Fedric Kujur, Saumya Singh and Gairik Das Your "adult" is probably in charge when you: • Gather information for making a rational decision. • Check out reality to see if certain beliefs are actually true. • Weigh the pros and cons for several courses of action, considering the long-term practical consequences, the moral values, and the pleasure involved. • Make decisions in a reasonable way and then assess the effectiveness of those decisions. 4. KEEPING THE PARTS IN BALANCE Ask yourself, "Is my adult free to make rational decisions or is it so 'contaminated' with emotions from the child or false beliefs from the parent that it can't think logically?" Examples: Feeling others are against us may come from a scared or frustrated "child." The angry "child" may convince the "adult" that "no one likes me" or "they hate me" (a projection). Our "adult" must learn to recognize the "child's" unconscious attempts to influence our thinking. Prejudices are false beliefs held by the "parent" part of the personality. If the "adult" doesn't rationally check out these false beliefs, we may genuinely believe that all Jews are shrewd, untrustworthy businessmen, all blacks are lazy (except in sports), and all whites are materialistic chauvinists and prejudice. The "adult" must check reality to keep the "child" and the "parent" under control. Sometimes they overwhelm the "adult." Also, ask yourself, "Are the three parts of my personality reasonably well balanced with the 'adult' in charge?" If not, there are problems: Underdeveloped Results Overdeveloped Results Poorly developed Overly critical of child and The parent: The parent: conscience adult All play, impulsive, angry The child: All work and no play The child: or sick Loss of contact with Overly serious, The adult: reality, impulsiveness, or The adult: intellectualizing even insanity For each of these deficiencies, the solution is for the "adult" to recognize the situation and strengthen the weak part, so there is a healthy balance. If the "parent," for instance, is too strong, we feel beaten down and guilty. In this case, Harris and Harris (1985) suggest relaxation, enjoy the moment, tell yourself "it ain't so bad," go to a calming place, exercise, and do something fun. We need all three: a strong conscience, a playful, creative "child," and an even stronger "adult" in charge. 5. HOW TO USE THIS PERSONALITY THEORY? It is vital to "know thy self," i.e. all parts of you. You can practice doing this by frequently asking yourself how each of your parts feel, realizing that each part has a different answer to almost any question. For example, suppose you were asked how you like going to school. You might ordinarily say, "It's all right." Actually, there are six (using TA theory) answers: • The natural child--"It's boring, I hate it, I want to travel" or "Classes are dull but the parties and the men/women are great." • The adaptive child--"It's going fine, thank you" or "I have to work so hard. I never get to bed before midnight (feel sorry for me)." • The little professor--"I'm doing really well. One teacher told me I was the best student he had ever had. But I may have to drop out because my money is running out (so how about a donation or a loan?)." http://www.iaeme.com/IJM/index.asp 69 editor@iaeme.com
Changing Pattern Of Promotion In Indian Organised Retail – A Review • The nurturing parent--"I realize that a good education is priceless and can never be taken away from you. I feel real good about doing well in school." • The critical parent--"Well, I goof-off a lot and I'm not a good student anyway. I just can't make myself work." • The adult--"Some parts are enjoyable and some are not, but I need good grades to get an assistantship in a good graduate school, so I'm trying to do as well as I can." 6. RESEARCH DESIGN The study aims to find the predominant ego styles of employees in two of the country’s leading banks: ICICI and State Bank of India. It serves as a useful model for organizations to be aware of the psychological states of employees which influence the performance of employees. Objective of the Study • To find the influence of the Ego Styles among the employees in banking sector. • To compare the Ego styles of employees in State Bank of India with ICICI Bank employees. Research Methodology Source of Data Primary data was collected was for the study. Primary data is firsthand information collected through various methods like observation, interview, mailing etc. a questionnaire was developed and data was collected through a combination of electronic mail and interviewing. Sampling Plan • Type of sample – Convenience or Accidental Sampling was used. This sampling means selecting sampling unit which are conveniently available. This method is also called accidental sample because the respondents whom the researcher meets accidentally are included in the sample. • Size of sample – The study was conducted in the banking sector. One bank each in both public sector and private sector was covered. The total sample size was 60 i.e., 30 each in both banks. • Sampling area- The sampling area chosen for the study is Chandigarh. The employees working in the braches of SBI and ICICI Bank were contacted for data collection. Research Instrument Udai Pareek’s Transactional Styles Inventory (TSI)-Managers was administered to the bank employees. TSI-M has been created to help the respondents examine their transactional styles or interactional styles and develop strategies to enhance their interpersonal effectiveness. The scores obtained in the test can be used for training. A respondent can examine the operating effectiveness scores for each of his ego states; if he feels concerned about low scores; he can prepare a plan for behavior changes, based on the related items, by reducing NO OK behavior and increasing OK behavior. http://www.iaeme.com/IJM/index.asp 70 editor@iaeme.com
Sukanya Sharma, Fedric Kujur, Saumya Singh and Gairik Das 7. DATA ANALYSIS AND INTERPRETATION SD Functions Mean* SD** ICICI Bank State Bank of India Nurturing 50 10 16.2 11.5 Regulating 50 10 16.4 13.6 Task 55 10 12.3 12.01 Creative 65 10 15.8 10 Reactive 60 10 11.01 13.2 Adaptive 65 10 11 11.03 * Mean as per the norm table ** SD as per the norm table Comparison of Mean Scores as per the norm table ICICI Functions Very low Low Avg. High Very High SBI Bank Nurturing Below 36 36-45 46-45 56-65 Above 65 54.8 54.6 Regulating Below 36 36-45 46-55 56-65 Above 65 56.8 52.6 Task Below 41 41-50 51-60 61-70 Above 70 56.8 51.7 Creative Below 51 51-60 61-70 71-80 Above 80 63.4 52.8 Reactive Below 46 46-55 56-65 66-75 Above 75 61.9 55.01 Adaptive Below 51 51-60 61-70 71-80 Above 80 66.9 61.06 • The nurturing style score is on the higher side for ICICI bank as well as SBI. • The regulating style score is high for ICICI Bank and average for SBI. • Though ICICI Bank has higher Mean scores on task orientation function, both sectors fall in the average range. • On creativity function, the ICICI Bank has average mean scores but the SBI has low mean scores. • On the reactive function, the ICICI Bank has high mean scores but the SBI has low scores. • On the adaptive function, both the banks have average mean scores. For both the sectors there are major deviations from the norm SD scores. However, a word of caution needs to be added here. The sampling is accidental sampling which might have contributed to the deviations. In a SBI, the company offers a lot of job security. However the scenario is changing now with the banking sector being privatized. A noticeable fact for SBIs is that support is conditional, contingent on deference to the provider. The general attitude is one of superiority; the person’s support constantly reminds others of their dependency. This style does not help other people to become independent and to act by themselves. In a private sector, the manager encourages the subordinate and provides the necessary condition for support. Hence both the banks have high nurturing style scores. The ICICI Bank has high regulating scores because they are facing stiff competition. They want to develop proper norms of behavior for the subordinates. With the banking sector being privatized, the SBIs have started shrugging off their complacency and getting task focused rather than doing just minimum necessary to get by. A trend has been noted that ICICI Banks are more open to new, innovative ideas .One reason could be that their systems, policies and procedures are still in a nascent stage of development. Hence they are open to ideas that give them competitive edge in the market. This would explain the high scores of ICICI Bank vis-a-vis the SBI. http://www.iaeme.com/IJM/index.asp 71 editor@iaeme.com
Changing Pattern Of Promotion In Indian Organised Retail – A Review On the reactive function, the ICICI Bank has high mean scores but the SBI has low scores. The ICICI Banks have a more open work culture vis-a-vis the SBI. People confront problems, fight for their ideas and suggestions. On the adaptive function, both the banks have average mean scores. This is a result of the cultural shift happening due to privatization. SBI employees are showing creative adaptability- learning from others, accepting others ideas, and changing their approach when required. 8. SUMMARY OF FINDINGS The personality of a SBI Employee is: Ego State Style in life OK/NOT OK Nurturing Parent Rescuing NOT OK Regulating Parent Prescriptive NOT OK Adult Task Obsessive/Problem Solving NOT OK/OK Creative Child - - Reactive Child Aggressive NOT OK Adaptive Child Resilient OK The personality of an ICICI Bank Employee is: Ego State Style in life OK/NOT OK Nurturing Parent Supportive OK Regulating Parent Normative OK Adult Task Obsessive/Problem Solving NOT OK/OK Creative Child Innovative /Bohemian OK/NOT OK Reactive Child Assertive OK Adaptive Child Resilient OK A certain degree of shift is seen in the SBI profile which is a clear indicator of the culture shift happening post privatization of the banking sector. SBIs are moving towards becoming more supportive, problem solving and resilient. The SBI is also moving from nurturing parent to critical parent style because they need to get their act together and start performing or else get wiped out by competition from private sector. The PSU bank had low scores on creativity because they are comfortable with the systems they have in place. Also they have more experienced workforce which is crucial in the financial sector. 9. RECOMMENDATIONS 1. The SBI should evolve a plan of action to evolve into a supportive parent style. 2. The SBI should evolve a plan of action to make the workforce more creative. This would help them shrug complacency and stay ahead of competition. 3. The ICICI Bank has creative employees. But they seem to be impatient with their ideas. They should allow an idea or practice to stabilize before going on to another. 4. Both the SBI and ICICI Banks have high scores on rescuing style which encourages dependency in the organization. The banks need to evolve a plan of action to reduce the dependency. 5. The SBI should develop an open work culture. http://www.iaeme.com/IJM/index.asp 72 editor@iaeme.com
Sukanya Sharma, Fedric Kujur, Saumya Singh and Gairik Das REFERENCES [1] Pareek, Udai, Training Instruments in HRD and OD, Tata McGraw-Hill, New Delhi, 2002 [2] Harris A Thomas, I am OK You are OK, (1st Ed, Harper and Row Publishers Inc., 1979) [3] Kandathil George, Neeyun Njanum, e monthly Journal of Psychology for Healthy Living, (No. 3, ICTA Publication, March 2004). [4] Jan.2005; ICFAI University Press [5] http://en.wikipedia.org/wiki/Transactional Analysis http://www.iaeme.com/IJM/index.asp 73 editor@iaeme.com