ASSESSMENT ON THE FACTORS INFLUENCING INEFFECTIVE COMMUNICATION AMONG STAKEHOLDERS IN INFRASTRUCTURE DEVELOPMENT

Abstract

Communication serves as a foundation for the planning and development of infrastructure projects. Because the infrastructure projects are complex and involve multiple stakeholders, ineffective communication could significantly negatively impact the whole development process. Hence, this paper aims to determine the significant factors that lead to ineffective communication among project participants in infrastructure development in Malaysia and explore initiatives to address the problems. The research data were gathered via responses from a questionnaire survey and semi-structured interviews with Grade G7 contractors and consultant engineers who were involved in infrastructure development. The study starts by distributing questionnaires to the target population to determine the significant factors influencing the ineffectiveness of communication among the project participants. At the second stage, 28 industry practitioners were interviewed to gain their deeper insight on the initiatives to address the problems. The result revealed seven significant factors contributing to the communication ineffectiveness in infrastructure development in Malaysia. There were eight initiatives recommended to be taken by project participants to address the problems, namely, to channel the site problems to the right and authorized person/party, encourage a cooperative attitude towards achieving the project goal, avoid confrontational attitudes, provide timely feedback, create a harmonious and effective working environment, promote a no-blame culture, encourage respect for others, and keep written communication at all times. The outcome of the study could mitigate the impacts of ineffective communication in infrastructure planning and development by helping to ensure that all the participants involved are on the same page and aligned with project goals.