Exploring Civil Servants' Communicative Competencies in Government-Public Interactions: The Case of Kazakhstan

Abstract

This study analyses the communicative competencies of civil servants in Kazakhstan, highlighting the crucial role of effective communication in fostering public trust and enhancing democratic engagement. Utilizing qualitative focus group discussions with 32 experts, the research identified key deficiencies, including reliance on bureaucratic language, a lack of empathy, and inadequate crisis communication skills. These issues underscore the pressing need for communication strategies tailored to the Kazakhstani context. The study points to the necessity of developing Kazakhstan-specific communication frameworks and emphasizes the importance of improving training programs and promoting emotional intelligence among civil servants. By enhancing internal communication processes and clarifying responsibilities, government employees can better serve the public, fostering a more transparent, responsive, and participatory government. This research offers a valuable foundation for future initiatives aimed at refining the communicative competencies of civil servants in Kazakhstan, suggesting pathways for implementing targeted improvements and developing more effective communication practices within the public sector. Through these efforts, the study aims to contribute to the creation of a government that not only addresses public needs more efficiently but also actively engages citizens in the democratic process, ultimately strengthening the relationship between the state and its people.