Well explained material, helpful examples from real life, relevant to my situation; exercise focused on real-life scenario, resolution of conflict broken down in steps and brainstorm with other participants was very helpful to gain new perspective. Learned something about my colleagues as well. One improvement could be to have 1-2 role play exercises with participants (volunteers). Lastly, I really appreciated the tailored adice in the one-on-one Q&A session after course.
I found it difficult without a workbook to go back and review the models and information that had been discussed. Writing notes is difficult to do while concentrating on the course content and the notes I did make were not comprehensive enough to use without a workbook to refer back to.