Slow down...that would help me the most.  I want to give students so much information, I have found that sometimes more is just too much. 

it is imperative to, when all else fails...remain calm.  Listen and diffuse the situation.  I may have, on occasion, let emotion get the better. of me 

 I think the approach of speaking to a student after class is a good idea, although not always possible.  If this situation arises, I try to speak to a student to gauge a situation before the next class.  The occupying of a aposition near a person who may be disruptive is helpful advice too.

It has been many years since my college days but it brought back a smile when I reae that most students want to know, What's in it for Me? I remember asking myself the same questions of my professors and instructors.  Sometimes I got a good answer and Sometimes I didn't get any answer at all. I'd like to make sure my students know WIIFM.  The syllabus and especially the deadlines for course work are especially imortant and I will do my best to make sure everyone has a clear idea of expectations. 

Fortunately this training deals with not only the students and their issues, but also the crises that this instructor feels at times.  Everyone has a unique set of issues.  I will work on being more empathetic.  I think that is the most important issue dealt with here.