I spoke to a few gate agents recently who were charged with teaching the SHARES system to the UAL agents. When they held classes for 20 or so, only 2 or 3 UAL agents would even show up, and then they talked amongst themselves or on their cell phones for the entire sessions. They said the lack of respect was certainly evident and that they made no qualms about not wanting to learn the new system. No wonder things are so screwed up.