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This article describes an ergonomic intervention carried out within a healthcare institution experiencing a social crisis. The objective was to understand the origin of the crisis in order to develop a shared diagnosis, and to create the conditions to place real work at the center of debates and decisions. Social tensions directly impacted the approach and caused the ergonomists to adjust their methodology. The article presents the co-constructed model used to understand the social crisis. It also describes the methodological adjustments made to face the constantly changing constraints of the crisis. Finally, it shows how these adjustments made it possible both to create the conditions for a dialogue about work, in a peaceful atmosphere of mutual listening, and to act on the work.