When listening changes the outcome

“After more than 25 years of working in this space, I have learned the importance of close engagement and adaptability. Community engagement doesn’t follow office hours, and many of the conversations that matter most take place on the ground, when you’re present and willing to listen. 

Understanding a community requires curiosity and the humility to recognise that the same situation may be interpreted very differently by the people who live in the area. While Salta, Jujuy and Catamarca provinces share the Puna landscape, each has its own cultural identity, history and social dynamics. 

It’s also important to listen to different voices, not only the most visible ones or those who hold formal roles. Women, young people, older adults, rural smallholders and local families may have different perspectives and concerns. 

I work to ensure that the business sees not only a request or a risk, but also the people behind it and the consequences that each decision may have locally.” 

Building trust over time

“Trust is built through continuity and consistency.  

In the Puna, where distances are vast and access conditions can be challenging, that continuity is especially valuable. Communities assess both what we say and our ability to  respond and deliver. That consistency reinforces the company’s credibility and creates better conditions for addressing long-term decisions. 

Trust doesn’t depend on always agreeing or avoiding conflict.  

It means being able to maintain an open and constructive dialogue, even when perspectives differ, and knowing that commitments will be honoured.”

From commitment to meaningful outcome

In Olaroz Chico, Jujuy, listening to the community led us to rethink how we delivered on an existing commitment to provide a 20 Mbps internet connection. 

“Conversations with community leaders showed that more capacity was needed for education, work and everyday communication. Rather than simply delivering what had originally been agreed, we worked with the community to find a solution that better reflected those needs. The result was the installation of terminals to increase available internet capacity to 150 Mbps.  

For me, this experience shows the difference between fulfilling a commitment on paper and delivering an outcome that genuinely improves people’s lives. Listening allowed us to adapt the solution and make the commitment truly meaningful.”

Creating value that lasts

For Paola, shared value starts with understanding local capabilities and priorities. 

“Shared value is created when the company helps strengthen local capabilities in ways that reflect the priorities of each community and continue to deliver benefits over time. We begin by understanding the skills, knowledge and capabilities that already exist locally. 

In the Puna, this might mean helping local suppliers become more competitive, creating training opportunities linked to the local economy, building skills that improve access to employment, or supporting traditional livelihoods. 

In local supplier development, that also means avoiding dependence on a single company. The aim is not to create businesses that rely solely on Rio Tinto, but to help them build the capabilities they need to expand their services, diversify their client base and access other markets.”