{"id":36544,"date":"2020-04-08T14:45:39","date_gmt":"2020-04-08T13:45:39","guid":{"rendered":"https:\/\/powell-software.com\/?p=36544"},"modified":"2025-07-22T17:20:49","modified_gmt":"2025-07-22T15:20:49","slug":"gestion-de-crise-communication-interne","status":"publish","type":"post","link":"https:\/\/powell-software.com\/fr\/resources\/blog\/gestion-de-crise-communication-interne\/","title":{"rendered":"Gestion de crise : Pourquoi la communication interne de crise est-elle importante ?"},"content":{"rendered":"<h2 style=\"text-align: center;\">Qu&#8217;est-ce que la <b>gestion de crise<\/b> ?<\/h2>\n<p style=\"text-align: justify;\">Le <a href=\"https:\/\/tuckerhall.com\/resources\/what-is-crisis-management\/\">cabinet de relations publiques Tucker Hall<\/a> d\u00e9finit la <b>gestion de crise<\/b> comme &#8220;la planification, la mise en \u0153uvre et le suivi des strat\u00e9gies mises en place pour aider une organisation \u00e0 faire face \u00e0 un \u00e9v\u00e9nement n\u00e9gatif important&#8221;. Les plans de <b>gestion de crise<\/b> consistent souvent en des menaces potentielles identifi\u00e9es, des strat\u00e9gies d&#8217;aversion au risque, des t\u00e2ches pr\u00e9\u00e9tablies et des plans de <b>communication<\/b>.<\/p>\n<p style=\"text-align: justify;\">Il existe de nombreuses sources potentielles de crise, tant internes qu&#8217;externes. La pand\u00e9mie de coronavirus est un exemple parfait de crise externe. Les causes internes peuvent \u00eatre des fautes de conduite de la part des employ\u00e9s ou un accident sur la propri\u00e9t\u00e9 de l&#8217;entreprise. L&#8217;identification de la source vous aidera \u00e0 \u00e9laborer votre plan de <b>gestion de crise<\/b> et \u00e0 d\u00e9terminer la r\u00e9ponse appropri\u00e9e.<\/p>\n<p><!--HubSpot Call-to-Action Code --><span id=\"hs-cta-wrapper-7e282eda-69b9-4f3f-b257-e07a9af259e6\" class=\"hs-cta-wrapper\"><span id=\"hs-cta-7e282eda-69b9-4f3f-b257-e07a9af259e6\" class=\"hs-cta-node hs-cta-7e282eda-69b9-4f3f-b257-e07a9af259e6\"><!-- [if lte IE 8]>\n\n\n<div id=\"hs-cta-ie-element\"><\/div>\n\n\n<![endif]--><a href=\"https:\/\/hubspot-cta-redirect-eu1-prod.s3.amazonaws.com\/cta\/redirect\/26290363\/7e282eda-69b9-4f3f-b257-e07a9af259e6\" target=\"_blank\" rel=\"noopener\"><img fetchpriority=\"low\" loading=\"lazy\" decoding=\"async\" id=\"hs-cta-img-7e282eda-69b9-4f3f-b257-e07a9af259e6\" class=\"hs-cta-img\" style=\"border-width: 0px;\" src=\"https:\/\/hubspot-no-cache-eu1-prod.s3.amazonaws.com\/cta\/default\/26290363\/7e282eda-69b9-4f3f-b257-e07a9af259e6.png\" alt=\"FR - Whitepaper : Gestion d'un contenu intranet\" width=\"1000\" height=\"333\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js-eu1.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(26290363, '7e282eda-69b9-4f3f-b257-e07a9af259e6', {\"useNewLoader\":\"true\",\"region\":\"eu1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code --><\/p>\n<h2 style=\"text-align: center;\">La pr\u00e9paration est essentielle<\/h2>\n<p style=\"text-align: justify;\">Comme nous sommes en train de l\u2019apprendre, il est impossible de pr\u00e9voir comment et quand une <b>crise<\/b> va frapper. Un plan de <b>communication de crise<\/b> efficace ne peut pas \u00eatre <a href=\"https:\/\/hbr.org\/2020\/03\/are-you-leading-through-the-crisis-or-managing-the-response?ab=hero-subleft-3\">\u00e9labor\u00e9 \u00e0 la derni\u00e8re minute<\/a> ; il doit \u00eatre en place bien avant qu&#8217;une menace potentielle ne se manifeste.<\/p>\n<p style=\"text-align: justify;\"><strong>Lister les menaces potentielles<\/strong><\/p>\n<p style=\"text-align: justify;\">Les diff\u00e9rentes crises affecteront votre entreprise de mani\u00e8re tr\u00e8s diff\u00e9rente. Bien qu&#8217;il ne soit peut-\u00eatre pas possible de dresser une liste de tous les sc\u00e9narios susceptibles de se produire, vous pouvez certainement identifier diff\u00e9rents types de situations qui d\u00e9clencheraient la n\u00e9cessit\u00e9 d&#8217;une r\u00e9action de crise.<\/p>\n<p style=\"text-align: justify;\"><a href=\"https:\/\/www.fastcompany.com\/3062710\/the-three-kinds-of-crisis-companies-face-and-how-to-pull-through\">Fast Company<\/a> identifie trois principaux types de <b>crises<\/b> d&#8217;entreprise :<\/p>\n<p style=\"text-align: justify;\">&#8211; <strong>Les crises du personnel :<\/strong> Fautes, activit\u00e9s ill\u00e9gales ou contraires \u00e0 l&#8217;\u00e9thique exerc\u00e9es par les employ\u00e9s qui attirent une publicit\u00e9 n\u00e9gative<\/p>\n<p style=\"text-align: justify;\">&#8211; <strong>Les crises syst\u00e9miques :<\/strong> Crises op\u00e9rationnelles qui surviennent au sein de l&#8217;organisation, telles que les rappels de produits ou les probl\u00e8mes de qualit\u00e9<\/p>\n<p style=\"text-align: justify;\">&#8211; <strong>Les crises contextuelles :<\/strong> Catastrophes naturelles, pand\u00e9mies, terrorisme, etc.<\/p>\n<p style=\"text-align: justify;\">Votre entreprise peut \u00e9galement \u00eatre confront\u00e9e \u00e0 des crises sectorielles auxquelles elle doit se pr\u00e9parer. Les acteurs du secteur financier, par exemple, doivent \u00e9laborer un plan pour faire face aux fluctuations des march\u00e9s mondiaux, tandis que les entreprises du secteur de l&#8217;\u00e9nergie seraient bien avis\u00e9es de mettre en place un plan de <b>gestion des crises<\/b> environnementales.<\/p>\n<h3 style=\"text-align: justify;\">Attribuer les r\u00f4les<\/h3>\n<p style=\"text-align: justify;\">Une r\u00e9ponse \u00e0 une crise exige que de nombreuses t\u00e2ches essentielles soient effectu\u00e9es dans un court laps de temps. Si les r\u00f4les ne sont pas clairement d\u00e9finis \u00e0 l&#8217;avance, vous risquez de subir <a href=\"https:\/\/www.cerveauetpsycho.fr\/sd\/psychologie-sociale\/leffet-spectateur-9078.php\">l&#8217;effet de spectateur<\/a> (ou <a href=\"https:\/\/www.psychologytoday.com\/us\/basics\/bystander-effect\">Bystander Effect<\/a>),\u00a0 un ph\u00e9nom\u00e8ne qui d\u00e9courage les individus d&#8217;agir lorsque d&#8217;autres sont pr\u00e9sents dans une situation d&#8217;urgence. Assurez-vous que votre plan de <b>communication de crise<\/b> d\u00e9finit clairement quelles personnes sont responsables de quelles communications.<\/p>\n<h3 style=\"text-align: justify;\">Identifier les canaux<\/h3>\n<p style=\"text-align: justify;\">Quel est le moyen le plus efficace pour partager \u00e0 vos employ\u00e9s les diff\u00e9rents types de communication ? Gardez \u00e0 l&#8217;esprit que les canaux peuvent varier en fonction du degr\u00e9 d\u2019urgence des informations. Les avis d&#8217;urgence peuvent devoir \u00eatre diffus\u00e9s par le biais d&#8217;une notification sur smartphone ou d&#8217;un message texte. D&#8217;autre part, les mises \u00e0 jour de routine et les informations moins urgentes peuvent attendre un courriel ou une mise \u00e0 jour dans le portail de votre entreprise.<\/p>\n<p style=\"text-align: justify;\">Quelle que soit la mani\u00e8re dont vous choisissez de communiquer en interne en cas de crise, veillez \u00e0 fixer la norme quant \u00e0 la fr\u00e9quence \u00e0 laquelle les employ\u00e9s doivent \u00eatre charg\u00e9s de v\u00e9rifier les mises \u00e0 jour. Les collaborateurs doivent \u00e9galement savoir o\u00f9 ils peuvent se rendre pour rechercher des informations importantes et des r\u00e9ponses aux questions qu&#8217;ils peuvent se poser concernant une crise en cours, par exemple sur des pages ou des tableaux d&#8217;affichage d\u00e9di\u00e9s.<\/p>\n<h3 style=\"text-align: justify;\">Cr\u00e9er des mod\u00e8les<\/h3>\n<p style=\"text-align: justify;\">Dans les heures et les jours qui suivent une <b>crise<\/b>, vous ne voulez pas perdre un temps pr\u00e9cieux \u00e0 cr\u00e9er des communications \u00e0 partir de rien. Une s\u00e9rie de mod\u00e8les vous aidera \u00e0 mettre en \u0153uvre votre plan de <b>communication de crise<\/b> le plus rapidement possible. <a href=\"https:\/\/powell-software.com\/fr\/fonctionnalites-portail-office-365\/\">Le portail d&#8217;entreprise de Powell Software<\/a> comprend des mod\u00e8les de communication pr\u00eats \u00e0 l&#8217;emploi pour vous aider \u00e0 d\u00e9marrer.<\/p>\n<h2 style=\"text-align: center;\">Utilisation des outils appropri\u00e9s<\/h2>\n<p style=\"text-align: justify;\">En cas de crise, il est temps de mettre en \u0153uvre votre plan de <b>gestion de crise<\/b>. Avec le bon plan en place, vos efforts de r\u00e9ponse \u00e0 la crise devraient \u00eatre lib\u00e9r\u00e9s pour la prise de d\u00e9cisions cl\u00e9s et l&#8217;adaptation aux nouveaux d\u00e9veloppements. Vous pouvez \u00e9galement donner la priorit\u00e9 \u00e0 l&#8217;utilisation optimale de vos outils de r\u00e9ponse aux crises pour maintenir une communication efficace avec vos employ\u00e9s.<\/p>\n<h3 style=\"text-align: justify;\">\u00c9mission d&#8217;alertes<\/h3>\n<p style=\"text-align: justify;\">Les informations les plus importantes et les plus urgentes que vos employ\u00e9s doivent conna\u00eetre doivent \u00eatre communiqu\u00e9es par le biais d&#8217;alertes. Avec une application mobile d\u2019intranet d&#8217;entreprise comme Powell Apps, vous pouvez alerter facilement vos employ\u00e9s, et m\u00eame personnaliser diff\u00e9rents messages pour diff\u00e9rentes \u00e9quipes.<\/p>\n<p style=\"text-align: justify;\">Votre plan de <b>communication de crise<\/b> doit d\u00e9terminer ce qui est et n&#8217;est pas assez important pour d\u00e9clencher une alerte. Les informations telles que les fermetures de bureaux, les avertissements en mati\u00e8re de sant\u00e9 et de s\u00e9curit\u00e9, et les instructions \u00e0 caract\u00e8re urgent sont quelques-unes des raisons les plus courantes d&#8217;envoyer une alerte. Mais veillez \u00e0 ne donner la priorit\u00e9 qu&#8217;aux messages les plus urgents afin que les employ\u00e9s ne soient pas surcharg\u00e9s d&#8217;informations.<\/p>\n<h3 style=\"text-align: justify;\">Partage des mises \u00e0 jour<\/h3>\n<p style=\"text-align: justify;\">Au fur et \u00e0 mesure que la crise se poursuit, vous aurez probablement des mises \u00e0 jour importantes qui ne sont pas assez urgentes pour justifier des alertes. Ces mises \u00e0 jour peuvent \u00eatre partag\u00e9es par le biais de canaux pr\u00e9\u00e9tablis tels qu&#8217;une section d\u00e9di\u00e9e dans votre application mobile interne. Il peut s&#8217;agir, par exemple, de nouvelles de l&#8217;entreprise ou de rappels de protocoles li\u00e9s \u00e0 la crise.<\/p>\n<h3 style=\"text-align: justify;\">Recueil des r\u00e9actions<\/h3>\n<p style=\"text-align: justify;\">La <b>communication de crise<\/b> est une voie \u00e0 double sens. Assurez-vous de prendre le temps de recueillir les r\u00e9actions de vos employ\u00e9s. Cela vous aidera \u00e0 \u00e9valuer le moral des employ\u00e9s et \u00e0 obtenir des informations pr\u00e9cieuses sur la fa\u00e7on dont les clients r\u00e9agissent \u00e0 la crise. Les sondages aupr\u00e8s des employ\u00e9s sont un excellent moyen d&#8217;y parvenir ; une fois encore, cette fonction est disponible via l\u2019application Powell Apps et est facile \u00e0 mettre en place, \u00e0 d\u00e9ployer et simplifie le recueil des r\u00e9ponses.<\/p>\n<h2 style=\"text-align: center;\">Conseils pour la <b>communication<\/b> interne en cas de <b>crise<\/b><\/h2>\n<p style=\"text-align: justify;\">Si le sujet et le moment de votre <b>communication de crise<\/b> sont importants, la mani\u00e8re dont vous communiquez l&#8217;est tout autant. Le ton que vous adopterez envers vos employ\u00e9s pendant la <b>gestion de la crise<\/b> d\u00e9terminera leur capacit\u00e9 \u00e0 g\u00e9rer cette crise.<\/p>\n<h3 style=\"text-align: justify;\">Le ton et la positivit\u00e9<\/h3>\n<p style=\"text-align: justify;\">Quelle est l&#8217;humeur de vos messages internes pendant une crise ? M\u00eame si les dirigeants peuvent se sentir stress\u00e9s et d\u00e9pass\u00e9s dans les moments difficiles, il est important de rester positif dans les interactions avec le reste de l&#8217;entreprise. En vous adressant au personnel avec confiance, vous contribuerez grandement \u00e0 maintenir un bon moral.<\/p>\n<h3 style=\"text-align: justify;\">D\u00e9centraliser<\/h3>\n<p style=\"text-align: justify;\">Il est facile pour les dirigeants de penser devoir garder le contr\u00f4le pendant une crise en accomplissant eux-m\u00eames toutes les t\u00e2ches essentielles. Cependant, les responsabilit\u00e9s en mati\u00e8re de communication peuvent \u00eatre partag\u00e9es. S&#8217;il est important que les employ\u00e9s entendent le PDG ou le pr\u00e9sident, certaines informations sont tout aussi efficaces lorsqu&#8217;elles proviennent d&#8217;autres membres de l&#8217;\u00e9quipe de direction. En r\u00e9partissant ces responsabilit\u00e9s, on all\u00e8ge le fardeau et on r\u00e9duit la fatigue.<\/p>\n<h3 style=\"text-align: justify;\">Garder les canaux de <b>communication<\/b> ouverts<\/h3>\n<p style=\"text-align: justify;\">Il est normal que les employ\u00e9s aient des questions et des pr\u00e9occupations pendant une <b>crise<\/b>. Assurez-vous d&#8217;avoir une ligne de communication claire et ouverte pour que ces questions soient trait\u00e9es en temps utile. Plus important encore, les employ\u00e9s doivent \u00eatre inform\u00e9s de ces canaux, de la mani\u00e8re de les utiliser et du type de r\u00e9ponse qu&#8217;ils peuvent en attendre.<\/p>\n<h2 style=\"text-align: center;\">La <b>gestion de crise<\/b> ne s&#8217;arr\u00eate pas \u00e0 la fin de la crise<\/h2>\n<p style=\"text-align: justify;\">La fin d&#8217;une crise est un \u00e9norme soulagement pour tous ceux qui participent \u00e0 l&#8217;ex\u00e9cution d&#8217;un plan de <b>gestion de crise<\/b>. Cependant, cela ne signifie pas que vous pouvez simplement arr\u00eater la <b>communication de crise<\/b>. M\u00eame apr\u00e8s que la situation imm\u00e9diate a \u00e9t\u00e9 d\u00e9samorc\u00e9e, continuez \u00e0 discuter avec votre \u00e9quipe sur la mani\u00e8re de reprendre les activit\u00e9s normalement. Vous pouvez \u00e9galement utiliser ce temps pour \u00e9valuer le succ\u00e8s de votre plan de <b>gestion de crise<\/b> en action et d\u00e9cider de la mani\u00e8re d&#8217;apporter des changements pour am\u00e9liorer les choses la prochaine fois.<\/p>\n<p><!--HubSpot Call-to-Action Code --><span id=\"hs-cta-wrapper-7e282eda-69b9-4f3f-b257-e07a9af259e6\" class=\"hs-cta-wrapper\"><span id=\"hs-cta-7e282eda-69b9-4f3f-b257-e07a9af259e6\" class=\"hs-cta-node hs-cta-7e282eda-69b9-4f3f-b257-e07a9af259e6\"><!-- [if lte IE 8]>\n\n\n<div id=\"hs-cta-ie-element\"><\/div>\n\n\n<![endif]--><a href=\"https:\/\/hubspot-cta-redirect-eu1-prod.s3.amazonaws.com\/cta\/redirect\/26290363\/7e282eda-69b9-4f3f-b257-e07a9af259e6\" target=\"_blank\" rel=\"noopener\"><img fetchpriority=\"low\" loading=\"lazy\" decoding=\"async\" id=\"hs-cta-img-7e282eda-69b9-4f3f-b257-e07a9af259e6\" class=\"hs-cta-img\" style=\"border-width: 0px;\" src=\"https:\/\/hubspot-no-cache-eu1-prod.s3.amazonaws.com\/cta\/default\/26290363\/7e282eda-69b9-4f3f-b257-e07a9af259e6.png\" alt=\"FR - Whitepaper : Gestion d'un contenu intranet\" width=\"1000\" height=\"333\" \/><\/a><\/span><script charset=\"utf-8\" src=\"https:\/\/js-eu1.hscta.net\/cta\/current.js\"><\/script><script type=\"text\/javascript\"> hbspt.cta.load(26290363, '7e282eda-69b9-4f3f-b257-e07a9af259e6', {\"useNewLoader\":\"true\",\"region\":\"eu1\"}); <\/script><\/span><!-- end HubSpot Call-to-Action Code --><\/p>\n","protected":false},"excerpt":{"rendered":"<p>L&#8217;une des composantes les plus essentielles d&#8217;un plan de gestion de crise est la communication interne. Comment prioriser la communication de crise lorsque vous \u00eates occup\u00e9 \u00e0 \u00e9teindre des incendies \u00e0 gauche et \u00e0 droite ? La cl\u00e9 est de disposer d&#8217;un plan efficace et bien pr\u00e9par\u00e9 bien avant qu&#8217;une crise ne se produise.<\/p>\n","protected":false},"author":32,"featured_media":60115,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1671],"audiences":[1689],"interests":[1679],"products":[],"zones":[],"class_list":["post-36544","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog","audiences-marketing-comm","interests-communication-interne"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.3 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Gestion de crise et communication interne - Powell<\/title>\n<meta name=\"description\" content=\"Si le monde des affaires peut retenir quelque chose du coronavirus, c&#039;est l&#039;importance de mettre en place un plan de gestion de crise et d&#039;agir rapidement.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/powell-software.com\/fr\/resources\/blog\/gestion-de-crise-communication-interne\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Gestion de crise et communication interne - Powell\" \/>\n<meta property=\"og:description\" content=\"Si le monde des affaires peut retenir quelque chose du coronavirus, c&#039;est l&#039;importance de mettre en place un plan de gestion de crise et d&#039;agir rapidement.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/powell-software.com\/fr\/resources\/blog\/gestion-de-crise-communication-interne\/\" \/>\n<meta property=\"og:site_name\" content=\"Powell\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/PowellSoftware\" \/>\n<meta property=\"article:published_time\" content=\"2020-04-08T13:45:39+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-07-22T15:20:49+00:00\" \/>\n<meta property=\"og:image\" content=\"http:\/\/powell-software.com\/wp-content\/uploads\/2020\/04\/crisis-management.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1000\" \/>\n\t<meta property=\"og:image:height\" content=\"333\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Yvonne Harris\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@powellsoftware\" \/>\n<meta name=\"twitter:site\" content=\"@powellsoftware\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Yvonne Harris\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/powell-software.com\\\/fr\\\/resources\\\/blog\\\/gestion-de-crise-communication-interne\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/powell-software.com\\\/fr\\\/resources\\\/blog\\\/gestion-de-crise-communication-interne\\\/\"},\"author\":{\"name\":\"Yvonne Harris\",\"@id\":\"https:\\\/\\\/powell-software.com\\\/fr\\\/#\\\/schema\\\/person\\\/d82fc37718810125131568da05cb0549\"},\"headline\":\"Gestion de crise : Pourquoi la communication interne de crise est-elle importante ?\",\"datePublished\":\"2020-04-08T13:45:39+00:00\",\"dateModified\":\"2025-07-22T15:20:49+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/powell-software.com\\\/fr\\\/resources\\\/blog\\\/gestion-de-crise-communication-interne\\\/\"},\"wordCount\":1535,\"publisher\":{\"@id\":\"https:\\\/\\\/powell-software.com\\\/fr\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/powell-software.com\\\/fr\\\/resources\\\/blog\\\/gestion-de-crise-communication-interne\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/powell-software.com\\\/wp-content\\\/uploads\\\/2020\\\/04\\\/crisis-management.png\",\"articleSection\":[\"Blog\"],\"inLanguage\":\"fr-FR\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/powell-software.com\\\/fr\\\/resources\\\/blog\\\/gestion-de-crise-communication-interne\\\/\",\"url\":\"https:\\\/\\\/powell-software.com\\\/fr\\\/resources\\\/blog\\\/gestion-de-crise-communication-interne\\\/\",\"name\":\"Gestion de crise et communication interne - 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