Sociotechnical systems resilience: a dissonance engineering point of view

Resilience deals with the capacity to adjust itself face disturbing events, to cope with unforeseeable conditions. Resilience is based upon the dynamic process of “visual piloting”. The gap between the specified task and the done activity generates dissonance between beliefs and representations. In many cases, such as silent migration or normalization of deviance, management of dissonance is hazardous. The proposition of this article deals with a resilient management of dissonance. The case study expresses the management of dissonance in the context of railway accident.