Brink’s Brazil

Mariana Cersosimo

Mariana reminds us that what people really want is to feel heard, understood and valued. It’s not just about having the right programs, but about creating real emotional connections. She shows how being vulnerable, learning together and truly listening build trust and a sense of belonging. At the end what truly matters the most is genuine communication that helps people truly grow and thrive.

As I reflect on my years leading Talent Management, one truth continues to stand out: deep down, what people truly want—and need—is to be heard, understood and valued.

It’s both as simple and as complex as that.

Think of any talent practice or process that organizations are eager to implement. We can have all the right systems, structures and training in place—each valuable and necessary. But the degree to which people engage, both intellectually and emotionally, depends far more on how they feel about the intention behind these initiatives. It’s about the quality of the relationships, the sincerity of the conversations and the space we create for connection.

Take Learning, for instance—one of my greatest passions. Research and experience now confirm that emotional connection is essential for effective learning. The most impactful sessions I’ve facilitated or witnessed were the ones that made participants feel something, not just think differently. That spark—an emotional or even physical reaction—creates a lasting desire to learn. It energizes curiosity and opens people up.

“The degree to which people engage, both intellectually and emotionally, depends far more on how they feel about the intention behind these initiatives”

Another powerful and underestimated element is peer learning. Its effectiveness lies not in the transfer of information, but in the opportunity for people to share, be seen and be heard. They don’t need all the answers, they need a safe space to speak, reflect and grow together. That shared experience fosters a sense of belonging and accountability that no formal training alone can replicate.

I remember facilitating a session on building trust in the workplace. One of the most frequently asked questions was: “How vulnerable can I be without risking negative consequences?” In that very session, a leader stood up and answered this with her actions. She courageously shared a deeply personal and vulnerable experience she was navigating, something no one in the room knew. In that moment, the entire group connected with her. Empathy, presence and trust became instantly tangible. The learning didn’t come from a slide—it came from human truth, shared live.

It reminded me: people connect more with authenticity than with perfection.

So, when it comes to talent and people practices, let’s not overlook the basics. Human connection starts with communication. That means listen first—and most. Ask questions—not just for clarification, but to show genuine interest. Then, speak—with intention and care.

Listening is not just a soft skill. It’s a strategic one. And when we truly listen, people don’t just engage—they thrive.