Communication in Administrative Behaviour
Communication serves as the lifeblood of administrative organizations, enabling coordination, control, motivation, and information exchange. In public administration, effective communication is not merely a skill but a fundamental requirement for organizational effectiveness. It connects hierarchical levels, facilitates policy implementation, ensures accountability, and maintains the dynamic equilibrium necessary for organizational survival and growth.
What is Communication?
Communication is the process of transmitting information, ideas, thoughts, opinions, and plans between various parts of an organization. It involves a sender encoding a message, transmitting it through a channel, and a receiver decoding and understanding it, followed by feedback that completes the communication loop.
Chester Barnard emphasized that communication is central to organization, stating that “the first executive function is to develop and maintain a system of communication.”
Herbert Simon noted that communication is essential for organizational decision-making, as it provides the informational premises upon which decisions are based.
The Communication Process
Complete Communication Cycle
The originator of the message who has information, ideas, or feelings to communicate. In administration, this could be a superior, subordinate, colleague, or external stakeholder.
The process of converting thoughts into communicable form using symbols, words, gestures, or other means. The sender must choose appropriate codes that the receiver can understand.
The actual content being communicated—information, instructions, opinions, or feelings. It can be verbal, written, or non-verbal in nature.
The pathway through which the message travels from sender to receiver. Examples include face-to-face conversation, written memos, emails, meetings, or official circulars.
The receiver interprets and assigns meaning to the encoded message based on their knowledge, experience, and perception. This is where understanding occurs or miscommunication happens.
The person for whom the message is intended. The receiver processes the message and may act upon it, store it, or respond to it.
The receiver’s response to the message, completing the communication loop. Feedback confirms whether the message was understood correctly and allows for clarification.
Any interference that distorts or disrupts the message. Can be physical (environmental sounds), psychological (prejudices, emotions), or semantic (language barriers, jargon).
Types of Communication
Classification of Communication Types
1. Formal Communication
Formal communication follows the official chain of command and organizational hierarchy. It is structured, documented, and follows prescribed channels.
Flow: From superiors to subordinates
Purpose: Instructions, orders, policies, directives, job assignments, performance feedback
Examples: Policy manuals, official orders, circulars, memos from management, performance appraisals
Administrative Significance: Implements decisions, ensures compliance, maintains control, coordinates activities
Flow: From subordinates to superiors
Purpose: Reports, feedback, suggestions, grievances, requests, performance information
Examples: Progress reports, suggestion boxes, grievance procedures, employee surveys, performance data
Administrative Significance: Provides information for decision-making, reveals problems, maintains morale, ensures responsiveness
Flow: Between peers at same hierarchical level
Purpose: Coordination, problem-solving, information sharing, conflict resolution
Examples: Inter-departmental meetings, committee discussions, peer consultations, lateral memos
Administrative Significance: Facilitates coordination, speeds problem-solving, builds teamwork, reduces duplication
Flow: Between different levels and departments
Purpose: Cross-functional coordination, expert consultation, rapid information exchange
Examples: Project teams, matrix organizations, expert advisory relationships
Administrative Significance: Breaks hierarchical barriers, enhances flexibility, promotes innovation, speeds response
2. Informal Communication (Grapevine)
The grapevine is the informal communication network that operates alongside formal channels. It emerges spontaneously from social interactions and personal relationships within the organization.
Keith Davis identified four main patterns of grapevine communication: Single Strand, Gossip, Probability, and Cluster (most common).
Grapevine Communication Patterns
- Fast transmission of information
- Satisfies social needs and builds relationships
- Provides feedback on employee morale and concerns
- Supplements formal channels effectively
- Often accurate for non-controversial information
- Flexible and adapts quickly
- Can spread rumors and misinformation
- Difficult to control or stop
- May cause anxiety and uncertainty
- Can be selective and discriminatory
- No accountability for accuracy
- Can undermine formal authority
Communication Networks
Formal Communication Networks
| Network Type | Structure | Speed | Accuracy | Member Satisfaction | Best For | Leadership Emergence |
|---|---|---|---|---|---|---|
| Chain | Hierarchical, vertical | Moderate | High | Low (except for central positions) | Simple tasks, clear authority lines | Well-defined |
| Y Network | Moderately centralized | Moderate | Moderate | Moderate | Situations needing some central control | Clear but shared |
| Wheel | Highly centralized | Fast | High | Low (except for center) | Simple tasks, emergency situations | Very clear |
| Circle | Decentralized | Slow | Moderate | High | Complex tasks, creativity | Unclear |
| All-Channel | Fully connected | Very Fast | High | Very High | Complex problems, innovation | Emergent, shared |
Barriers to Effective Communication
Communication barriers are obstacles that distort, disrupt, or prevent the effective transmission and understanding of messages. In administrative settings, these barriers can significantly impact organizational efficiency and effectiveness.
Overcoming Communication Barriers
Strategies for Effective Administrative Communication:
- Simplify Language: Use clear, simple words appropriate to the audience
- Active Listening: Focus on understanding, not just hearing
- Use Multiple Channels: Combine oral, written, and visual communication
- Provide Feedback: Establish two-way communication channels
- Reduce Noise: Choose appropriate environments and timing
- Be Sensitive to Receiver: Consider receiver’s background and perspective
- Use Grapevine Wisely: Supplement formal channels with informal ones
- Clarify Assumptions: Make implicit expectations explicit
- Follow Up: Verify understanding through feedback
- Develop Communication Skills: Regular training for all employees
Communication in Decision-Making
Communication helps identify problems and gather relevant information from various sources within and outside the organization.
Information exchange facilitates generating, evaluating, and developing alternative solutions through consultation and discussion.
Communicating the decision criteria, discussing options, and building consensus around the selected alternative.
Clear communication of decisions, roles, responsibilities, and procedures to ensure effective execution.
Feedback mechanisms provide information on outcomes, enabling learning and adjustment for future decisions.
Role of Technology in Administrative Communication
Advantages: Speed, documentation, wide reach, cost-effective
Administrative Use: Official correspondence, circulars, announcements, documentation
Challenges: Information overload, misinterpretation, security concerns
Advantages: Visual cues, real-time interaction, reduces travel costs
Administrative Use: Remote meetings, training sessions, inter-departmental coordination
Challenges: Technical issues, time zone coordination, lack of personal touch
Advantages: Data integration, real-time information, decision support
Administrative Use: Performance monitoring, resource allocation, strategic planning
Challenges: Implementation costs, training needs, data security
Conclusion: Importance in Public Administration
Communication is fundamental to administrative effectiveness. As Chester Barnard noted, it is the very essence of organized activity. Effective communication:
- Ensures coordinated action toward organizational goals
- Facilitates decision-making at all levels
- Builds trust and maintains organizational morale
- Enables adaptability to changing environments
- Ensures accountability and transparency in public administration
- Promotes innovation and learning within organizations
In the complex environment of public administration, mastering communication processes, understanding barriers, and leveraging appropriate networks and technologies are essential for administrative success and public service effectiveness.
Key Takeaways:
- Communication is a process involving sender, message, channel, receiver, feedback, and context
- Both formal and informal channels are essential in organizational communication
- Different communication networks serve different organizational needs
- Barriers to communication can be organizational, psychological, semantic, or physical
- Effective administrative communication requires active effort to overcome barriers
- Technology enhances but does not replace the need for fundamental communication skills
- In public administration, communication is crucial for transparency, accountability, and public trust
References:
- Barnard, C. I. (1938). The Functions of the Executive
- Simon, H. A. (1947). Administrative Behavior
- Rogers, E. M. (1962). Diffusion of Innovations
- Katz, D., & Kahn, R. L. (1966). The Social Psychology of Organizations
- Davis, K. (1953). Management Communication and the Grapevine
- Mintzberg, H. (1973). The Nature of Managerial Work
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