Our FSTS Business Essentials Bundle is designed to support you in developing the fundamental skills that many businesses and organizations are looking for. Whether you are brushing up on your professional learning, or preparing to enter a new industry or profession, this collection will equip you with the tools you'll need to stay competitive and current with the demands of today's workforce. The FSTS BE Bundle includes these 6 courses:

1. Basic Bookkeeping
2. Organizational Skills
3. Customer Service
4. Administrative Support
5. Administrative Office Procedures
6. Archiving and Records Management

Course Outline:



Basic Bookkeeping

Module One: Basic Terminology (I)

• Balance Sheet

• Assets

• Liabilities

• Equity

• Income Statement

• Revenue

• Cost of Goods Sold

• Expenses

• Accounting Period

• Review

Module Two: Basic Terminology (II)

• Accounts Receivable

• Accounts Payable

• Depreciation

• General Ledger

• Interest

• Inventory

• Journals

• Payroll

• Trial Balance

• Review

Module Three: Accounting Methods

• Cash Method

• Accrual Method

• Differences between Cash and Accrual

• Module Three: Review Questions

Module Four: Keeping Track of Your Business

• Accounts Payable

• Accounts Receivable

• The Journal

• The General Ledger

• Cash Management

• Module Four: Review Questions

Module Five: Understanding the Balance Sheet

• The Accounting Equation

• Double-Entry Accounting

• Types of Assets

• Types of Liabilities

• Equity

• Module Five: Review Questions

Module Six: Other Financial Statements

• Income Statement

• Cash Flow Statement

• Capital Statement

• Budget vs. Actual

• Module Six: Review Questions

Module Seven: Payroll Accounting / Terminology

• Gross Wages

• Net Wages

• Employee Tax Withholdings

• Employer Tax Expenses

• Salary Deferrals

• Employee Payroll

• Employee Benefits

• Tracking Accrued Leave

• Payroll Returns/Reports

• Module Seven: Review Questions

Module Eight: End of Period Procedures

• Depreciating Your Assets

• Reconciling Cash

• Reconciling Investments

• Working with the Trial Balance

• Bad Debt

• Posting Adjustments and Corrections

• Module Eight: Review Questions

Module Nine: Financial Planning, Budgeting and Control

• Reasons for Budgeting

• Creating a Budget

• Comparing Budget to Actual Expenses

• Module Nine: Review Questions

Module Ten: Auditing

• What is an Audit?

• When and Why Would You Audit?

• Internal

• External

• Module Ten: Review Questions

Module Eleven: Assignment Review / Wrap Up


Course Outline:



Organizational Skills

Module One: Remove the Clutter

• Just Do It

• What to Keep?

• Three Boxes

• A Place for Everything and Everything in Its Place

• Case Study

• Module One: Review Questions

Module Two: Prioritize

• Write It Down

• Urgent/Important Matrix

• Divide Tasks

• 80/20 Rule

• Case Study

• Module Two: Review Questions

Module Three: Scheduling Your Time

• Main Calendar

• Setting Deadlines

• Remove Time Wasters

• Things Outside of Our Control

• Case Study

• Module Three: Review Questions

Module Four: To-Do Lists

• Day Planner

• Start to Finish

• Focus on the Important

• Do Quick Tasks

• Case Study

• Module Four: Review Questions

Module Five: Paper and Paperless Storage

• Find a System that Works

• Make it Consistent

• Make it Time Sensitive

• Setting up Archives

• Case Study

• Module Five: Review Questions

Module Six: Organize Your Work Area

• Keep Items accessible

• Current Projects

• Arrange Your Space

• Workflow

• Case Study

• Module Six: Review Questions

Module Seven: Tools to Fight Procrastination

• “Eat That Frog!”

• Remove Distractions

• Rewards

• Tackling Large Tasks

• Case Study

• Module Seven: Review Questions

Module Eight: Organizing your Inbox

• Delivery Rules

• Folder and Message Hierarchy

• Emails

• Flag and Highlight

• Case Study

• Module Eight: Review Questions

Module Nine: Avoid the Causes of Disorganization

• Keeping Everything

• Inconsistency

• Lack of Schedule

• Bad Habits

• Case Study

• Module Nine: Review Questions

Module Ten: Discipline is the Key to Staying Organized

• Stay within Your Systems

• Learn to Say No

• Build in Organization

• Plan for Tomorrow, Today

• Case Study

• Module Ten: Review Questions

Module Eleven: Assignment Review / Wrap Up


Course Outline:



Customer Service

Module One: Who We Are and What We Do

• Who are our Customers?

• What is Customer Service?

• Who Are Customer Service Providers?

Module Two: Establishing Your Attitude

• Appearance Counts

• The Power of a Smile

• Staying Energized

• Staying Positive

Module Three: Identifying and Addressing Their Needs

• Understanding the Customer’s Problem

• Staying Outside the Box

• Meeting Basic Needs

• Going the Extra Mile

Module Four: Generating Return Business

• Following Up

• Addressing Complaints

• Turning Difficult Customers Around

Module Five: In-Person Customer Service

• Dealing with At-Your-Desk Requests

• The Advantages and Disadvantages of In-Person Communication

• Using Body Language to Your Advantage

Module Six: Giving Customer Service over the Phone

• The Advantages and Disadvantages of Telephone Communication

• Telephone Etiquette

• Tips and Tricks

Module Seven: Providing Electronic Customer Service

• Advantages and Disadvantages

• Understanding Netiquette

• Tips and Tricks

• Examples: Chat or e-mail

Module Eight: Recovering Difficult Customers

• De-Escalating Anger

• Establishing Common Ground

• Setting Your Limits

• Managing Your Own Emotions

Module Nine: Understanding When to Escalate

• Dealing with Vulgarity

• Coping with Insults

• Dealing with Legal and Physical Threats

Module Ten: Ten Things You Can Do To WOW Every Time



Module Eleven: Assignment Review / Wrap Up


Course Outline:



Administrative Support

Module One:: Getting Organized (l) (l)

• Your Workspace

• Using a To-Do Book

• Project Management Techniques

Module Two: Getting Organized (ll)(ll)

• E-Mails

• Managing Electronic Files

• Tracking the Paper trail

• Making the Most of Voice Mail

Module Three: Managing Time

• Managing Your Time

• Keeping Others on Track

• Maintaining Schedules

Module Four: Getting It All Done On Time

• Prioritizing

• Staying on Track

• Goal Setting

Module Five: Special Tasks

• Planning Small Meetings

• Planning Large Meetings

• Organizing Travel

Module Six: Verbal Communication Skills

• Listening vs. Hearing

• Asking Questions

• Communicating with Power

Module Seven: Non-Verbal Communication Skills

• Body Language

• The Signals You Send to Others

• It’s Not What You Say, it’s How You Say It

Module Eight: Empowering Yourself

• Being Assertive

• Resolving Conflict

• Building Consensus

• Making Decisions

Module Nine: The Team of Two

• Working with Your Manager

• Influencing Skills

• What to Do in Difficult Situations

Module Ten: Taking Care of Yourself

• Ergonomics

• Stress Management

• Dealing with a Heavy Workload

Module Eleven: Assignment Review / Wrap Up


Course Outline:



Administrative Office Procedures

Module One:: Why Your Office Needs Administrative Procedures

• Business Continuity

• Succession Planning

• Internal and External Audit Requirements

• Recovery Planning

• Case Study

• Module One: Review Questions

Module Two: Gathering the Right Tools

• Binder

• Section Divider

• Sheet Protectors

• Cover to Cover Binders

• Case Study

• Module Two: Review Questions

Module Three: Identifying Procedures to Include

• Tracking Tasks for Some Days

• Reach Out to Other Employees for Feedback/Ideas

• Write Down Daily Tasks

• Keep Track Using a Spreadsheet

• Case Study

• Module Three: Review Questions

Module Four: Top Five Procedures to Record

• Stay Consistent

• Details

• Bullet Points

• Execute the Procedure

• Case Study

• Module Four: Review Questions

Module Five: What to Include in Your Binder (I)

• Phone Etiquette

• Business Writing

• Effective Time Management

• Creating Meeting Arrangements

• Case Study

• Module Five: Review Questions

Module Six: What to Include in Your Binder (II)

• Policy on Absences

• Breaks

• Salaries

• Benefits

• Case Study

• Module Six: Review Questions

Module Seven: Organizing Your Binder

• Create a Table of Contents

• List Each Section

• List Procedures in that Section

• Keep Binder Updated with any New Changes

• Case Study

• Module Seven: Review Questions

Module Eight: What Not to Include in the Procedure Guide

• Passwords

• Confidential Information

• Secure Location

• Case Study

• Module Eight: Review Questions

Module Nine: Share Office Procedure Guide

• Executive Review

• Inform Office Personnel

• Guide Placement

• Improve and Update

• Case Study

• Module Nine: Review Questions

Module Ten: Successfully Executing the Guide

• Create an Information Seminar

• Remain Consistent

• Communicate Updates/Changes

• Improvements

• Case Study

• Module Ten: Review Questions

Module Eleven: Assignment Review / Wrap Up