Dédramatiser et restaurer la confiance: une analyse sémantique du discours du dirigeant lors d’une communication de crise

Sophie de Villartay (), Raphaël de Vittoris and Fabienne Berger-Remy ()
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Sophie de Villartay: LITEM - Laboratoire en Innovation, Technologies, Economie et Management (EA 7363) - UEVE - Université d'Évry-Val-d'Essonne - Université Paris-Saclay - IMT-BS - Institut Mines-Télécom Business School - IMT - Institut Mines-Télécom [Paris], UEVE - Université d'Évry-Val-d'Essonne
Raphaël de Vittoris: CleRMa - Clermont Recherche Management - ESC Clermont-Ferrand - École Supérieure de Commerce (ESC) - Clermont-Ferrand - UCA - Université Clermont Auvergne
Fabienne Berger-Remy: DRM - Dauphine Recherches en Management - Université Paris Dauphine-PSL - PSL - Université Paris Sciences et Lettres - CNRS - Centre National de la Recherche Scientifique

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Abstract: In the age of social media and unstable contexts, companies are increasingly exposed to reputation crises, requiring tailored communication strategies. In this context, when a severe crisis arises, the executive director is called upon to speak. This research analyzes five speeches from two executives facing crises, using a semantic analysis through Tropes. It reveals a two-step discursive structure: de-escalation followed by the restoration of trust. Managerial implications for internal and external crisis management are discussed.

Keywords: Communication de crise; Discours du dirigeant; Crise de réputation (search for similar items in EconPapers)
Date: 2024-11
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Published in Revue Française de Gestion, 2024, 50 (319), pp.43-64. ⟨10.1684/rfg.2024.47⟩

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Persistent link: https://EconPapers.repec.org/RePEc:hal:journl:hal-04866975

DOI: 10.1684/rfg.2024.47

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