At the heart of every industry and network are its people, and learning to connect and collaborate with others is the key to both personal and professional advancement. The FSTS Relationship Development Bundle is designed to support you as you build and develop relationships in all aspects of life. Learn to enhance your people skills and interact with others with confidence. The FSTS RD Bundle includes these 6 courses:

1. Social Learning
2. Body Language Basics
3. Conflict Resolution
4. Developing Emotional Intelligence
5. Interpersonal Skills
6. Networking Within the Company

Course Outline:



Social Learning

Module One: Setting the Right Group Dynamic (I)

• Communicating

• Collaborating

• Sharing of Best Practices

• Refining Ideas

• Case Study

• Module One: Review Questions

Module Two: Setting the Right Group Dynamic (II)

• Diversity Builds Knowledge

• Social Interactions

• Appreciating Differences

• Challenging Personalities

• Case Study

• Module Two: Review Questions

Module Three: Develop a Social Learning Culture at Work (I)

• Making the Connection

• Star Employees

• Teachable Moments

• Culture of Questioning

• Case Study

• Module Three: Review Questions

Module Four: Develop a Social Learning Culture at Work (II)

• Safe Environment

• Passion for Learning

• Sharing and Collaborating

• Learning

• Case Study

• Module Four: Review Questions

Module Five: Develop a Social Learning Culture at Work (III)

• Feedback

• Social Unit

• Imitation and Modeling

• Empowering Learners

• Case Study

• Module Five: Review Questions

Module Six: Role Playing (I)

• Work Related Scenarios

• Add Variables

• Assign Roles

• Prepare

• Case Study

• Module Six: Review Questions

Module Seven: Role Playing (II)

• Act it out

• Debrief

• Mirror Good Examples

• General Tips

• Case Study

• Module Seven: Review Questions

Module Eight: Utilizing the Right Tools (I)

• Mentoring

• Social Media

• Critical Thinking

• Gamification

• Case Study

• Module Eight: Review Questions

Module Nine: Utilizing the Right Tools (II)

• Relevant Resources

• Job Shadowing

• Knowledge Management

• Social Facilitation

• Case Study

• Module Nine: Review Questions

Module Ten: Modeling and Observational Learning

• Inspired by Leaders

• Boosting Self-Efficacy

• Peer Role Models

• Generating Engagement

• Case Study

• Module Ten: Review Questions

Module Eleven: Assignment Review / Wrap Up


Course Outline:



Body Language Basics

Module One: Communicating With Body language

• Learning a New Language

• The Power of Body Language

• More than Words

• Actions Speak Louder Than Words

• Case Study

• Module One: Review Questions

Module Two: Reading Body Language

• Head Position

• Translating Gestures into Words

• Open vs. Closed Body Language

• The Eyes Have It

• Case Study

• Module Two: Review Questions

Module Three: Body Language Mistakes

• Poor Posture

• Invading Personal Space

• Quick Movements

• Fidgeting

• Case Study

• Module Three: Review Questions

Module Four: Gender Differences

• Facial Expressions

• Personal Distances

• Female Identifying Body Language

• Male Identifying Body Language

• Case Study

• Module Four: Review Questions

Module Five: Non-Verbal Communication

• Common Gestures

• The Signals You Send to Others

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

• What Your Posture Says

• Case Study

• Module Five: Review Questions

Module Six: Facial Expressions

• Linked With Emotion

• Micro-expressions

• Facial Action Coding System (FACS)

• Universal Facial Expressions

• Case Study

• Module Six: Review Questions

Module Seven: Body Language in Business

• Communicate With Power

• Understanding Cultural Differences

• Building Trust

• Mirroring

• Case Study

• Module Seven: Review Questions

Module Eight: Lying and Body Language

• Hands

• Forced Smiles

• Eye Contact

• Changes in Posture

• Case Study

• Module Eight: Review Questions

Module Nine: Improve Your Body Language

• Be Aware of Your Movements

• The Power of Confidence

• Position and Posture

• Practice in a Mirror

• Case Study

• Module Nine: Review Questions

Module Ten: Matching Your Words to Your Movement

• Involuntary Movements

• Say What You Mean

• Always Be Consistent

• Actions speak louder

• Case Study

• Module Ten: Review Questions

Module Eleven: Assignment Review / Wrap Up


Course Outline:



Conflict Resolution

Module One: An Introduction to Conflict Resolution

• What is Conflict?

• What is Conflict Resolution?

• Understanding the Conflict Resolution Process

Module Two: The Thomas-Kilmann Instrument

• Collaborating

• Competing

• Compromising

• Accommodating

• Avoiding

Module Three: Creating an Effective Atmosphere

• Neutralizing Emotions

• Setting Ground Rules

• Choosing the Time and Place

Module Four: Creating Mutual Understanding

• What Do I Want?

• What Do They Want?

• What Do We Want?

Module Five: Focusing on Individual Needs

• Finding Common Ground

• Building Positive Energy and Goodwill

• Strengthening Your Partnership

Module Six: Getting to the Root Cause

• Examining Root Causes

• Creating a Cause and Effect Diagram

• The Importance of Forgiveness

• Identifying the Benefits of Resolution

Module Seven: Generating Options

• Generate, Don’t Evaluate

• Creating Mutual Gain Options and Multiple Option Solutions

• Digging Deeper into Your Options

Module Eight: Building a Solution

• Creating Criteria

• Creating a Shortlist

• Choosing a Solution

• Building a Plan

Module Nine: The Short Version of the Process

• Evaluating the Situation

• Choosing Your Steps

• Creating an Action Plan

• Using Individual Process Steps

Module Ten: Additional Tools

• Stress and Anger Management Techniques

• The Agreement Frame

• Asking Open Questions

Module Eleven: Assignment Review / Wrap Up

Contact Center Training


Course Outline:



Developing Emotional Intelligence

Module One: Introduction to Emotional Intelligence

• Defining Emotional Intelligence

• The Importance of EI

• Who Needs Emotions?

• EQ vs. IQ

• Practical Illustration

• Module One: Review Questions

Module Two: The Components of EI

• Self-Management

• Self-Awareness

• Social Skills

• Internal Motivation

• Empathy

• Practical Illustration

• Module Two: Review Questions

Module Three: Tools to Gain Control

• Journaling

• Meditation and Mindfulness

• Identifying Emotional Triggers

• Breathing Techniques

• Taking a Break

• Practical Illustration

• Module Three: Review Question

Module Four: Verbal Communication Skills

• Active Listening

• Asking Questions

• Consider Your Audience

• Choosing Your Words

• Be Authentic

• Practical Illustration

• Module Four: Review Questions

Module Five: Nonverbal Communication Skills

• Body Language

• Tone Matters

• Facial Expressions

• Eye Contact

• Distance and Personal Space

• Practical Illustration

• Module Five: Review Questions

Module Six: Managing Relationships With Others

• Building Rapport

• Respond, Don’t React

• Show Gratitude

• Finding Common Ground

• Setting Boundaries

• Practical Illustration

• Module Six: Review Questions

Module Seven: Overcoming Obstacles

• Recognizing our Mistakes

• Disagreeing Constructively

• Remaining Calm

• Being Open to Perspectives

• The Power of Forgiveness

• Practical Illustration

• Module Seven: Review Questions

Module Eight: Application to Business Practices

• Working as a Team

• Setting Business Goals

• Interviewing for Successful Hires

• Giving and Receiving Feedback

• Customer Experience and Rapport

• Practical Illustration

• Module Eight: Review Questions

Module Nine: Benefits of Being Emotionally Aware

• Strong Relationships

• Managing Change

• Reduce Stress and Anxiety

• Improved Decision Making

• Boost Employee Morale

• Practical Illustration

• Module Nine: Review Questions

Module Ten: Making an Impact

• Powerful First Impressions

• Maintaining Composure

• Inspiring Leadership

• Gaining Self-Confidence

• Patience and Practice

• Practical Illustration

• Module Ten: Review Questions

Module Eleven: Assignment Review / Wrap Up


Course Outline:



Interpersonal Skills

Module One: Verbal Communication Skills

• Listening vs. Hearing

• Asking Questions

• Communicating with Power

Module Two: Non-Verbal Communication Skills

• Body Language

• The Signals You Send

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

Module Three: Making Small Talk and Moving Beyond

• The Four Levels of Conversation

Module Four: Moving the Conversation Along

• Asking for Examples

• Using Repetition

• Using Summary Questions

• Asking for Clarity

Module Five: Remembering Names

• Creating Powerful Introductions

• Using Mnemonics

• If you Forget…

Module Six: Influencing Skills

• Seeing the Other Side

• Building a Bridge

• Giving In vs. Giving Up

Module Seven: Bringing People to Your Side

• A Dash of Emotion

• Plenty of Facts

• Bringing It All Together

Module Eight: Sharing Your Opinion

• Using I-Messages

• Disagreeing Constructively

• Building Consensus

Module Nine: Negotiation Basics

• Preparation

• Opening

• Bargaining

• Closing

Module Ten: Making an Impact

• Creating a Powerful First Impression

• Assessing a Situation

• Being Zealous without Being Offensive

Module Eleven: Assignment Review / Wrap Up


Course Outline:



Networking Within the Company

Module One: The Benefits of Networking at Work

• Gain Connections

• Share Knowledge

• Increase Opportunity

• Improve Image

• Case Study

• Module One: Review Questions

Module Two: Networking Obstacles

• Definitions of Networking

• Personality Traits

• Cultural Barriers

• Personal Pride

• Case Study

• Module Two: Review Questions

Module Three: Networking Principles

• Relationships

• Listen

• Offer Value

• Build Trust

• Case Study

• Module Three: Review Questions

Module Four: How to Build Networks

• Meet New People

• Be Polite

• Follow up

• Develop Relationships

• Case Study

• Module Four: Review Questions

Module Five: Recognize Networking Opportunities

• Formal Networking

• Informal Networking

• Workday Opportunities

• Be Ready

• Case Study

• Module Five: Review Questions

Module Six: Common Networking Mistakes

• People

• Following Through

• Expectations

• Unprofessional

• Case Study

• Module Six: Review Questions

Module Seven: Develop Interpersonal Relationships

• Being Genuine

• Dialogue

• Maintain Boundaries

• Invest Time

• Case Study

• Module Seven: Review Questions

Module Eight: Online Networking Tools

• Social Networks (LinkedIn, Twitter, Facebook)

• Blogs

• Chat Rooms

• Email

• Case Study

• Module Eight: Review Questions

Module Nine: Time Management

• Contacts

• Group Activities

• Connect Online

• Schedule Network Activities

• Case Study

• Module Nine: Review Questions

Module Ten: Maintaining Relationships over Time

• Connect Regularly

• Honesty

• Personal Attention

• Limit Networks

• Case Study

• Module Ten: Review Questions

Module Eleven: Assignment Review / Wrap Up