Training Course

Communication Skills


Civil services are at the epicentre of all government activities and the civil service officers are responsible for policy making and are the executive hand which delivers on ground. The capacity of the Civil services plays a vital role in delivering a wide range of services, ensure implementation of welfare programs and perform core governance functions. The Government recognizing the crucial role of Capacity building of Civil Services, instituted the Mission Karamyogi which marks a signal shift in competency driven training and Human Resource (HR) management of officials by transitioning from a 'rules-based' system to the 'roles-based' system.

Mission Karmayogi is India’s first robust mission to reform civil services and empower them to deliver services effectively and efficiently. This is a bold initiative of Government to democratize the training process and put everyone on the even playing field. This mission emphasizes the ‘servant’ part in the acclaimed civil services. It attempts to address the long pending issues in the existing system, such as complexity and red-tapism, through a capacity-building initiative while working at an individual, institutional and procedural level.

Competency-based HR policy requires assignment of right person to the right role at the right time, thus securing the sustainable competitive advantage for the nation and provides citizen centricity to the service delivery. The planned program aims to create a robust policy framework and provide an institutional structure towards implementation of such HR policy in the Government. The policy framework will also enable adoption of modern technological tools such as a digital platform, artificial intelligence, machine learning and delta analytics for monitoring and evaluation of the entire programme especially quality of the learning content, assessment of user feedback and competency assessment. This approach will break silos in capacity development and democratize knowledge on an equitable basis across civil services.

It has been assessed that approx. 89% of the bureaucrats who are in direct touch with the public receive fragmented and sub-par training. Mission Karmayogi aims to cover 46 lakhs employees of the central government within its purview. The government intends to spend INR 510.86 cr over five years, from FY 2021-22 to FY 2024-25. In addition, external accountability and transparency is also considered crucial for better responsiveness at the individual level. The mission intends to improve information systems, ensure responsibility for inputs and better audit. This mission will publish all budget summarised and track records by each department suo motto and will enable a more robust performance evaluation system.

The National Programme for Civil Services Capacity Building has six key pillars. These include: -

  1. Policy Framework
  2. Institutional Framework
  3. Competency Framework
  4. Digital Learning Framework iGOT-Karmayogi i.e. integrated Government Online Training Karmayogi Platform
  5. Electronic Human Resource Management System
  6. Monitoring and Evaluation Framework

Author: Cmde Rajneesh Sharma 


Basic Features of Mission Karmayogi

The features of Mission Karamyogi includes: -

  1. Rule based to Role Based Training.   In government, every post has an assigned role and each role has activities associated with it. Similarly, each activity needs certain competencies. The mission envisages for a transition from “rule-based” to “role-based” HR management, so that work allocation can be done by matching an official’s competencies to the requirements of the post.
  2. Professional Growth. Considering the ever-evolving nature of roles, activities and competencies of civil servants, the mission will provide an opportunity for officers to continuously build and strengthen their behavioral, functional and domain competencies in their self-driven and mandated learning paths. It will also help all civil servants in their professional growth.
  3. Uniform Training Approach.  The mission will harmonise training standards across the country, so that there will be a uniform approach in managing and regulating the capacity building ecosystem on collaborative and co-sharing basis.
  4. Vision for Future India.With the fast changing socio-economic and political aspirations of the country, there is a need for accelerating the shifts in the approach to governance and public service delivery. The mission thus aims at building a New India, with its civil servants equipped with right attitude, skills and knowledge.
  5. On Site Learning.The key objective of the mission is to democratise learning and enable equitable access to content at the learner’s convenience. The mission emphasises on ‘On-site learning’ to complement the ‘Off-site learning’. The present training programs are sporadic, siloed and primarily have offline nature, therefore, government’s ability to deliver sophisticated programs and quality training has become limited. Now officers can be trained from best universities/ institutes as per their convenience.
  6. Adoption of Best Practices.The mission encourages and collaborates with the best-in-class learning content creators/ providers including public training institutions, universities and individual experts.
  7. Reducing the Training Cost.The mission will persuade all Central Ministries and departments to give more emphasis on online courses and directly invest their resources towards co-creation and sharing the learning processes through internal and external faculty. It will also help cut down the expenditure on foreign training.

Guiding Principles

The guiding principles of the Mission Karamyogi include: -

  1. Complement physical capacity building approach with Online Learning.
  2. Support transition from ‘Rules based’ to ‘Roles based’ HR Management. Aligning work allocation of civil servants by matching their competencies to requirements of the post.
  3. Create an ecosystem of shared training infrastructure including that of learning materials, institutions and personnel.
  4. Calibrate all Civil Service positions to a Framework of Roles, Activities and Competencies (FRACs) approach and to create and deliver learning content relevant to the identified FRACs in every Government entity.
  5. Enable adoption of modern technological tools such as digital platforms, Artificial Intelligence, Machine Learning and Data Analytics.

Digital Learning Framework (iGOT-Karmayogi Platform)

It is proposed to build iGOT-Karmayogi as an integral part of the Digital India stack as a tool for capacity building of all government employees. It will provide anytime-anywhere learning to train about 2.0 crores users which was hitherto not achievable through traditional measures. The platform is proposed to evolve into a vibrant and world class marketplace for content modelled on FRACs, supported by a robust e-learning content industry including best-in-class institutions, start-ups and individual resources, where carefully curated and vetted e-learning content will become available as training modules. The appropriate framework to ensure that Capacity Building for future generations of the Civil Servants so that they remain entrenched in the Indian culture and sensibilities and remain connected with their roots while they learn from the best practices across the world will be setup.

A Special Purpose Vehicle (SPV) in the form of a not-for-profit company is proposed to be incorporated as a 100% government owned entity for owning, managing, maintaining and improving the digital/e-learning platform, including the IPR of all software, content, process etc. on behalf of Government. A mandatory Subscription Based Revenue Model enabling the participation of all Ministries, departments, entities of the Government of India and willing state Governments has been designed to partly fund the program.

Advantages of the Mission

The merits of the mission, so evaluated, include: -

  1. Democratized Civil Service.This is a new National Architecture for Civil Services Capacity Building that will herald into Silo-less Performance.
  2. Holistic Approach.This is a comprehensive reform of capacity building apparatus at individual, institutional and process levels for efficient public service delivery.
  3. Competency Driven HR Management Policy. The mission will ensure that right person with right competencies is at the right position.
  4. Enhanced Accessibility.The mission will enable Civil Servants to learn from the best institutions and practices across the world.
  5. Increased Expertise.The mission is Knowledge driven and aims at building competencies to transform Civil Servants into leaders and subject matter experts.
  6. Better Governance.Capacity of Civil Services plays a vital role in performing core governance functions. The mission will help make Civil Servant more efficient, effective, accountable and responsive to the needs of the citizen. 
  7. Leads to better Work Culture. The mission organically links the transformation of work culture and strengthening public institutions through adopting modern technology which lays emphasis on skills.
  8. Professional Growth. It is an opportunity to continuously build and strengthen the Behavioral, Functional and Domain Competencies in their self-driven and mandated learning paths for all civil servants.
  9. Uniform Approach. The mission will enable a uniform approach in managing and regulating the capacity building ecosystem on collaborative and co-sharing basis.
  10. Reduce Cost of Training.  Due to emphasis given on continuous online learning and shared ecosystem, it will reduce training costs. Similarly, expenditure on foreign training will also be cut down.

Communication Skills

Communication is inherently an interactive social process that facilitates understanding between individuals. In order to accomplish the organisational goal, it is imperative that the leaders develop social and interpersonal communication skills. In order to optimize influence, good and effective leader must provide purpose, direction and motivation to the subordinates. Communication forms an important component to success in any field. More than the process of exchanging or transferring information in an understandable way, effective communication is a key competency of all civil servants. Effective Communication improves the performance of groups and organizations. These individuals, undergoing training, may not presently be the principal secretaries of various ministries, but they will soon be. They could be part of the system who step forward to mentor less experienced or younger employees, managers who direct successful project teams, who lead divisions and motivate their staff to achieve company goals. It may be appreciated that through effective communication, leaders lead. Good communication skills enable, foster and create the understanding and trust necessary to encourage others to follow a leader. Without effective communication, a manager accomplishes little and is not an effective leader. In fact, being able to communicate effectively is what allows a manager to move into a leadership position.

The survival of any organised human activity depends largely on man’s ability to communicate well with others. Indeed, it is impossible to conceive of an organisation in which individuals operate in isolation. It is important to determine the skills needed to communicate effectively for the benefit of the project. Communication or social skills entail individuals having the ability to interact effectively with clients and other professionals. Any project manager needs to establish cooperative relationships with the project team members to ensure a good climate for communication, identify participants for the project to ensure commitment and adopt an appropriate leadership style.

However, the purpose of communication among civil servants is not simply to exchange information but also to change or influence others so that they perform a desired action to meet the organizational goals. Effective Communication can be used to increase awareness of issues and provide possible solutions and it can help bridge cultural sensitivities and lead to consensus. Being able to communicate effectively is a necessary and vital part of every emergency management professional’s job. Finely tuned communication skill is an important tool during the planning phase when educating the staff and public about the reasons for implementing the policies.

Effective communication is essential in any workplace. The average worker spends 50 percent of the day communicating, and one-fourth of all workplace mistakes are the result of poor communication. As management professional, one needs to be a skillful communicator to achieve the objectives. Strong communication skills enable one to engage in collaborative planning and promote safety awareness in the community. Effective communication helps create a common understanding of the situation so the whole community can work together toward achieving the desired results.

Effective Communication Strategies

The effective Communication strategies include the following: -

  1. Making eye contact
  2. Use attentive body language, sit slightly forward with a relaxed, easy posture
  3. Be aware of the gestures
  4. Stay on the topic
  5. Don’t be phony, be your own self
  6. Be cultural sensitive
  7. Focus on other person
  8. Determine what the other person already knows, then fill in the gaps
  9. Smile or nod
  10. Don’t monopolize the conversation
  11. Establish rapport
  12. Arrange for privacy
  13. Create an atmosphere free of distractions and interruptions
  14. Be warm and enthusiastic
  15. Show interest
  16. Look bright and alert
  17. Ask open-ended questions
  18. Use active listening

Being an effective communicator involves establishing a personal connection with the audience and using basic communication tools to reach that audience. To communicate effectively, it is helpful to understand the basic skills that form the building blocks of effective communication.




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  3. Raisa Naumenko (2017). Management for the Society of the Future: New Trends in the Training for Civil Servants in Ukraine Philosophy and Cosmology. Volume 19, 2017.
  4. Rana Poojaba (2015). Effective Communication Skills. JRAR- International Journal of Research and Analytical Reviews
  5. Zulch, B. (2014). Leadership Communication in Project Management. Procedia - Social and Behavioral Sciences, 119, 172–181.



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