Course Code: TASARM (WSQ Course – Level 3)


Course Title:
Using Transactional Analysis for Self-Awareness and Relationship Management
(2 days or 16 hours)


Learning Outcomes (Performance Criteria):
At the end of the course, learners certified competent will be able to:

1.1 Identify personal development needs which may include:

  • Identifying needs for personal learning and development with self
  • Consulting with supervisor and other appropriate personnel needs for personal learning and development
  • Confirming personal needs for professional development

1.2 Identify current competencies and any relevant characteristics which may include:

  • matching organisational needs to personal competencies
  • reviewing reports on assessment of personal competencies
  • understanding organisation training and assessment record-keeping system
  • Understanding performance appraisals.

1.3 Identify options for staff development which may include:

  • considering options involving specific training
  • considering options involving job rotation
  • considering options involving performance management
  • considering options involving coaching and mentoring

1.4 Participate in personal learning and development opportunities which may include:

  • Confirming personal learning and development strategies with appropriate personnel
  • Participating in personal learning and development opportunities

2.1 Collect information on the role self-awareness plays in achieving personal goals which may include:

  • Identifying sources of information on self-awareness
  • Identifying sources of information on the factors influencing the development of self-awareness
  • Identifying strategies for identifying personal strengths and weaknesses

2.2 Prepare for a self reflection session which may include:

  • Identifying an appropriate venue or location for a self reflection session

2.3 Identify and apply self reflection techniques which may include:

  • Identifying the key elements of the self reflection process
  • Applying the key elements of the self reflection process

2.4 Use self evaluation to identify priorities for personal development which may include:

  • Using the results of the self reflection program to guide the planning of future self-reflection sessions
  • Nothing activities, learning / training methods and/or self reflection processes that were effective for future use
  • Noting activities, learning / training methods and/or self reflection processes that were not effective so that they can be modified or avoided in the future

2.5 Review personal performance against agreed program objectives and in response to feedback from support personnel which may include:

  • Discussing the results of the evaluation process with other support personnel
  • Assessing personal goals and objectives

3.1 Apply professional and ethical behaviour for seeking feedback from colleagues and supervisors on performance which may include:

  • Obtaining written reports
  • Obtaining oral reports
  • Discussing feedback provided by others in a rational and constructive manner

3.2 Apply standard techniques for seeking feedback from clients which may include:

  • Survey satisfaction report
  • Obtaining oral comments on your performance and attitude
  • Discussing feedback provided by others in a rational and constructive way

3.3 Analyse the feedback and develop a plan of activities to address feedback issues which may include:

  • Analysing feedback from colleagues, supervisors and clients
  • Developing a plan of activities to address personal performance and development raised in the feedback
  • Implementing changes to improve the personal performance and development based on informal discussions with colleagues, supervisors and clients

4.1 Determine the communication needs of diversity groups through questioning and research which may include: 

  • Identifying language needs
  • Identifying beliefs
  • Identifying values and practices
  • Identifying gender
  • Identifying religious and spiritual observances
  • Identifying age
  • Identifying socioeconomic factors

4.2 Apply communication protocols and practices for establishing and maintaining effective workplace relationships within the community and social services sector which may include:

  • Applying practices for communicating with others such as being respectful and polite
  • Utilising standard Community and Social Services sector terminology appropriate to receiver’s background and experience
  • Using a range of communication techniques to establish rapport and build trust, such as non judgmental language, active listening, and culturally appropriate verbal and non verbal communication

4.3 Communicate effectively with others which may include:

  • Using language and adjusting styles that is appropriate to the age, culture, language, interests, status and gender of others
  • Adjusting communication content being aware of the frequency of use of terminology and jargon
  • Including volunteers in meeting and workplace activities

5.1 Communicate clearly with others which may include:

  • Using direct, concise and unambiguous language
  • Checking for clarification if the meaning is not clear
  • Receiving, analysing and processing information

5.2 Apply communication protocols to build respect and trust in others which may include:

  • Addressing others with respect and courtesy
  • Being aware of professional boundaries
  • Respecting the privacy of others and reassuring them that communication will be treated confidentially
  • Providing feedback in a timely, constructive and respectful manner

5.3 Apply communication techniques to be flexible and appropriate in approach which may include:

  • Using a range of techniques to apply to different situations in order to meet the purpose of the communication
  • Defusing potentially difficult situations
  • Using strategies to enlarge others

6.1 Apply organisation specific policies and standard operating procedures for negotiating with others which may include:

  • Understanding the needs of the parties involved
  • Identifying the need for negotiation
  • Taking cultural differences into account
  • Negotiating mutually acceptable solutions by all parties by discussing areas for agreement and concessions
  • Seeking agreement for negotiated outcome
  • Communicating outcome of negotiation to supervisor

6.2 Understand the conflict situation which may include:

  • Seeking clarification from the parties involved
  • Identifying the history and background of the conflict
  • Distinguishing between facts and interpretation
  • Identifying the issues of contention objectively
  • Identifying common concerns and goals of the involved parties around relationship, reward, respect, recognition and results

6.3 Identify appropriate strategies to resolve conflict which may include:

  • Identifying collaboration, compromise, competition, accommodation or avoidance strategies
  • Preparing recommendations for resolution with relevant justifications
  • Seeking assistance from other staff if necessary


Course Outline:
Classroom Training Hours: 14 hours

  • Course Orientation and Introduction
  • An Overview of Transactional Analysis
  • Life Positions: Effective vs Ineffective Self Management Styles under Distress
  • Script Analysis: Understanding Self and coming to Terms with my Past
  • Ego States Analysis: Understanding Personality Functions and Behaviours
  • Transactional Analysis Proper: Identifying Effective vs Ineffective Transactions
  • Discounting Theory: Effective vs Ineffective Problem Solving
  • Game Analysis: Games People Play
  • Strokes Theory: Motivating Self and Others
  • Learning Assessments 1 and 2 – Group Assessments
  • Learning Assessment 3 – Personal Journal


Assessment Hours: 2 hours


Learners’ Profile:
Counsellors, psychotherapists, social workers, health workers, VWO staff, educators, students, youth group leaders, managers, executives, service providers, frontline personnel including those from family service centres and counselling centres.


Statements of Attainment (SOAs)
Learners who are certified competent at the end of the course will receive two SOAs for ‘Develop Self-Awareness and Understand the Impact of Our Actions’ (CS-WR-302C-1); and ‘Communicate and Build Effective Working Relationships with Others’ (CS-CT-302C-1)


Course Fees and Funding:
*Eligible learners BELOW 40 years old

Course Fee Estimated SDF (S$) Course Fee (nett SDF)*
$220 $176 $44

*Eligible learners 40 years and ABOVE – holding ‘A’ level qualification and below:

Course Fee Estimated SDF (S$) Course Fee (nett SDF)*
$220 $198 $22

Companies/organizations may claim Skills Redevelopment Programme (SRP) funding for eligible learners. For latest information on funding, please check www.sdf.gov.sg or www.srp.gov.sg.


Academic Qualifications:
Minimum Certificate (comparable to ‘O’ Levels) or its equivalent.


Dr Jessica Leong and Ms Charlene Teo