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Managing aggressive and threatening customers

Course overview
This conflict management training addresses the most challenging interactions professionals encounter.

It provides practical tools for handling agitated, aggressive, and threatening behaviour in phone calls, digital communication, and face-to-face meetings.
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Certification included
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What's included?

Chapters

interactive scenarios

Minutes

Videos

The content combines hands-on experience with evidence-based knowledge from experts in psychology and conflict management.

The training blends video scenarios and interviews with interactive exercises and expert commentary.

After completing this course, you will be able to: 
  • Understand how to respond to agitated and aggressive behaviour.
  • Apply methods to de-escalate tense situations in your daily work.
  • Understand reactions to stress and their impact on conflicts and communication.
  • Apply effective techniques to respond to threats and aggression.
Interactive scenario
Video content
preview of content
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Training curriculum

Part 1: Dealing with strong emotions

  • Introduction
  • Agitated customers
  • Crisis negotiation principles
  • Hands-on tools for difficult situations
  • Interactive scenario - An agitated customer

Part 2: Dealing with aggression and threats

  • Introduction
  • Aggressive customers
  • Stress and threats
  • Hands-on tools for handling threats
  • Interactive scenario - anger and threats

Part 3: Digital and physical encounters

  • Introduction
  • Chat and e-mails
  • Physical meetings
  • Hands-on tools for unpleasant situations
  • Pick your battles wisely
  • Bibliography
This is the first training I've ever done that gave me concrete tips and practical approaches for handling difficult conversations and conflict situations at work. I've needed this for a long time, and the course was genuinely valuable. I now feel I have real tools to bring with me when I meet people in different situations in my daily work.
 – Social Worker, Municipality
Really valuable, useful and relevant content. The most rewarding online course I've ever taken. I could relate to situations I've experienced myself at work, and I came away with a much clearer picture of how to handle difficult situations going forward.
— Head of Operations, Municipality
A complex topic — threats and violence — made genuinely accessible. Professionally presented, and the knowledge applies just as well to public administration as it does to healthcare and social care.
— Occupational Health and Safety Engineer, Municipality

Meet the experts behind the course

Every Tesus course is developed by practitioners with decades of hands-on experience in conflict, threat, and violence prevention — not by instructional designers working from textbooks. Here are the experts behind this course.

Alexander Tilly

Alexander Tilly is one of Scandinavia's most sought-after experts on conflict management, threats, and violence in the workplace.

He combines a strong academic foundation in psychology and philosophy with extensive first-hand experience from high-risk environments.

Erik Jönsson

A senior security advisor with over 25 years of frontline policing experience, including serving as an instructor at the Swedish Police Academy in communication, self-protection, and conflict resolution.

Erik has trained organisations across the public and private sectors since 2005, bringing a practical, scenario-driven approach grounded in real-world experience.

volume pricing

Get a better deal on multiple licenses 

10 licenses

€699 €738.5
  • Immidiate access
  • Certificate included
  • Bulk student upload

20 licenses

€1,299 €1,477
  • Immidiate access
  • Certificate included
  • Bulk student upload

30 licenses

€1,660 €2,215.5
  • Immidiate access
  • Certificate included
  • Bulk student upload

40 licenses

€2,158 €2,954
  • Immidiate access
  • Certificate included
  • Bulk student upload

50 licenses

€2,536 €3,692.5
  • Immidiate access
  • Certificate included
  • Bulk student upload

Frequently asked questions

What does the course cover?

The course gives your team practical tools to prevent, de-escalate, and respond to threats and violence in the workplace. The course uses filmed real-world scenarios and expert commentary from licensed psychologists and senior security advisors. For full details (including a video preview, lesson breakdown, and learning outcomes) visit the course overview.

How does it work when I buy licenses for my team?

It's quick and simple. From your Account view, you assign licenses and invite participants by email. They receive an invitation, set their password, and start the course right away, no extra setup needed on your side.

Is there a volume discount, and how do I get a proposal/quotation?

Yes. We offer volume pricing for teams of 10, 20, 30, 40 and 50 licenses, and tailored pricing for larger organizations. Use our short request form and we'll send a free, no-obligation quote, typically within one business day.

Can we pay by invoice?

Yes. Invoice payment is available for organisations across the EU, UK and Nordics. Just complete our short form below. Our invoices comes with a standard 30-day payment terms. VAT is handled according to your country's rules, and we can include your purchase order (PO) number on the invoice if your organisation requires one (add your PO in the additional information field).

Can I see who has completed the course and who hasn't?

From your Account view, you can see which of your assigned licenses are active. For detailed progress tracking, including completion status per participant, we offer custom reporting setups tailored to your organization's needs. Contact us to learn more.

Will participants receive a certificate?

Yes, each participant receives a digital certificate, as a PDF, after completing all training content and successfully passing the knowledge test.

Can I add more licenses later?

Yes. You can purchase additional licenses at any time, simply place a new order in the same way you did the first time. There is no need to migrate accounts or start over.

Is the platform GDPR-compliant, and what about my participants' data?

Yes. Participant data is hosted within the EU, used only for course delivery, and never shared with third parties for marketing. We can sign a Data Processing Agreement (DPA) on request, useful for procurement and information security reviews in the public sector.