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

Author

Listed:
  • 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)

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.

Suggested Citation

  • sophie de villartay & Raphaël de Vittoris & Fabienne Berger-Remy, 2024. "Dédramatiser et restaurer la confiance : une analyse sémantique du discours du dirigeant lors d’une communication de crise," Post-Print hal-04866975, HAL.
    • Handle: RePEc:hal:journl:hal-04866975
    DOI: 10.1684/rfg.2024.47
    as

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