The instructor, while nice, was not focused, spent too much time telling her own anecdotal stories to the point that I was extremely bored. They weren't relevant to me, and others in the class told me they felt the same way. A few times when I did try to say something, she saw me trying, but she kept talking, and then she moved on and never called on me. She also let one or two attendees dominate with their own stories. There was no actual practice, there was no learning about hot buttons and how to control your own emotions, there was no actual role play because on that exercise, we each had to spend so much time explaining the situation, there was no ability to do an actual role play. The instructor went off on tangential issues. Oh, and the first day, we didn't start until 11 am because she spent TWO hours with introductions for 10 people in the room. This course was a waste of time and budget. If I could get the money back for it, I would, so I could use my training budget on something else. Sad thing is, I was so looking forward to this, and so disappointed. I'm not the only person in the room who felt this way. it could have been a great course - you need an instructor who can listen, who isn't so self-absorbed, and who can pay better attention to the pace.