First, we aimed at working on representations (Giust‐Desprairies, 2002) expressed by the subjects (e.g. concerning Alzheimer's, caregiving, caregiver‐patient‐practitioner relationship and the organizational problem) and fostering their complexification through reflection and the encounter between participants. It was crucial to allow for the emergence of more or less latent representations in addition to taking into account connected emotions and supporting the subjects in expressing and naming them, legitimating the presence of different points of view and trying to support mutual listening (acting, if necessary, as mediators when the participants assumed an evaluating and judging position). Moreover, tailored to achieving the complexification of representations, facilitating dialogue between subjects was essential, beginning with what emerged. Therefore, our function in making visible and valorizing the distance/closeness existing between the representations that subjects expressed was crucial to helping them understand that the existence of differences and conflicts is physiological (this can be frightening) as well as that every perspective is legitimate. The work on representations was preliminary to later yielding new actions. For example, in Phase 1 emerged, on one side, a mostly explicit conflict between informal caregivers and practitioners (e.g. an informal caregiver stated, “I don’t know very much. If they communicated more with the family, many fears would disappear”; a practitioner said, “What really matters is providing the patient with adequate medical care and telling the relatives that the care is for us, the affection is for them”), on the other side emerged a mostly latent conflict between managers and practitioners (e.g. the former initially considered the practitioners to be unmotivated; the latter perceived an intense emotional effort due to their work, but did not feel understood by managers as regards this effort).